Our Path to CMDB Success
ServiceNow User Group
Philadelphia, PA March 4, 2020
PVH Confidential – For Authorized Use Only 1 PVH – Who We Are
PVH is one of the most admired fashion and lifestyle companies in the world. We power brands that drive fashion forward – for good. Our brand portfolio includes the iconic CALVIN KLEIN, TOMMY HILFIGER, Van Heusen, IZOD, ARROW, Speedo*, Warner’s, Olga and Geoffrey Beene brands, as well as the digital-centric True&Co. intimates brand.
*The Speedo brand is licensed for North America and the Caribbean from Speedo International Limited.
PVH Confidential – For Authorized Use Only 2 Who is PVH
10 139 Brands $9.7B Year-Old Company 2018 Revenues 38,000 Global Associates Went Public in operating in over 40 6,000 1920 Retail Locations Countries
Celebrating 1M+ people Reached through our 100 years Supply Chain on NYSE in 2020
PVH Confidential – For Authorized Use Only 3 PVH – Before ServiceNow
• Multiple Global Ticketing tools - Magic, TopDesk, ZenDesk, Sharepoint • Multi form paper-based Change Management Process • Spreadsheet/ad-hoc tools Asset Management Process • Spreadsheet managed Software Asset Management Process • Non centralized Knowledge Management • Semi formalized Problem Management • Minimal Self-Service options – No Portal/Catalog • Limited Reporting • Spreadsheet managed “CMDB”
PVH Confidential – For Authorized Use Only 4 PVH CORP– SERVICENOW OVERVIEW (New York)
Delegated Service Case & Portal Development Communities Automated Knowledge Field Designer Employee Studio Testing Onboarding Customer Services & Transitions Service Service Center Walk Up Mgmt Employee CSI Document Security Cost Incident Asset Response Guided Supervised Release Push Mobile Tours Machine Anomaly Vulnerability Notify Detection Change Learning Actionable Response Knowledge Analytics Problem Mgmt Time Threat Intel Series Incident Virtual Agent Database Trusted Security Circles Service Peer Event Mgmt Portal Benchmarking Vendor Risk
Operational Intel Workflow Service Visual Task Connect Audit Flow Catalog Board Service Mapping Integration CMDB Policy & Designer Hub Orchestration Compliance Discovery Risk Orchestration License Cloud SW Asset Change Projections Management Mgmt Demand Agile Financial Financial SW Distribution App Planning Modeling & Project Resource Dev Test Portfolio Charging Portfolio & Time Mgmt In Use In Flight Integrated Problem to Solve
DISCOVERY CMDB ASSET MANAGEMENT
• Establish automated asset data • Provide consolidated view of • Establish ITAM life-cycle from collection configuration item data discovery forward collected from Discovery, • Enhance data from vendor SCCM and Jamf • Establish foundation for specific data sets software asset management • Transparency of CI data for Change, Incident, Problem and • Establish location-based asset • Establish foundation for retiring data project efforts home grown asset tool
• Establish CI data ownership
PVH Confidential – For Authorized Use Only 6 CMDB Project Expectations
Tight Timeline OOB vs. Customizations
Engagement & Support Team Establish Foundation Accountability Operational Readiness
PVH Confidential – For Authorized Use Only 7 Methodology & Approach
Infrastructure Readiness Requirement Workshops Ensure Network credentials Workshops accelerated Discovery setup (ie ports, firewall rules, IP scheme) data validation and internal team skill are preplanned development
Process Review CONSOLIDATED CI Data Ownership Realignment of established processes to CMDB & Established data owners and data tool functionality, collection and capture ASSET DB management accountability end to end process vision
Consolidate Data Organizational Change Management
Integrate SCCM and Jamf data, auto- Planned for training, communication, discovery all other assets and supplement and establishing new roles imported data with discovered data
PVH Confidential – For Authorized Use Only 8 Challenges & Remediations
CHALLENGE CHALLENGE CHALLENGE
CI Owner Engagement CMDB Adoption Operational Readiness
REMEDIATION REMEDIATION REMEDIATION
Workshops expedited Engaged Technical Change Established CMDB role & time to value and Leaders as Deployment Role conducted skill minimized CI owner time Models development workshops
PVH Confidential – For Authorized Use Only 9 Project Success
> 95% 100% IT Data Data Visibility Data CI’s in CMDB Ownership in 2 days Transparency
Available for Established 2-day Extended Asset Process Accountability Workshop Data Availability Integrations to all of IT
PVH Confidential – For Authorized Use Only 10 Lessons Learned
• Executive Stakeholder involvement • Plan, Plan and more Planning!! Set milestones and work towards them • Lots of communication… over communicate if you have to • Identify and engage CI owners prior to project kickoff • Network support team engagement is critical • Asset locations driven by Discovery schedules, need networking team to assist with aligning IP ranges to locations • This is a journey, requires care, feeding and support from CI owners • CMDB Manager is a key roll and not sure how you can succeed without this role • Data Quality effects the platform quality – garbage in garbage out!!
PVH Confidential – For Authorized Use Only 11 What’s Next
01 Global Scope – EU
02 Software Asset Management
03 Application Relationship Mapping
CMDB Process Integrations 04
PVH Confidential – For Authorized Use Only 12 Questions?
PVH Confidential – For Authorized Use Only 13