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IT Business Management

This comprehensive kit provides essential tools for presenting ServiceNow offerings effectively, including elevator pitch tips, objection handling strategies, solution-specific slides, and inspiring case studies. Elevator Pitch: Make IT more efficient and innovative using the ServiceNow Platform approach. Objection Handling: Address common concerns confidently with researched responses. Learn from case studies like Danone's successful IT spend shift. Engage with interested parties, attract commitment, and showcase the value of ServiceNow. Use this kit to transform IT operations into a business-focused function.

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IT Business Management

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  1. IT Business Management “Run IT Like a Business"

  2. Introduction Kit Overview This kit contains the following to help prepare you for giving an overview at a kick-off meeting or having an initial conversation with a department that may be interested in ServiceNow: • Elevator Pitch: Short conversation to spark interest • Objection Handling: Steps to confidently engage when there is a concern • Solution-Specific Slides: Insert in presentations or communications related to the following situations: • A current project or use of these solutions • Initial meeting with an interested party • Presentation on the value of the platform to get commitment to meet with ServiceNow for more details about specific requirements • Case Studies: Share compelling success stories to bring value to life. Choose a case study that resonates with you. Additional case studies can be found here: http://www.servicenow.com/customers.html

  3. Elevator Pitch

  4. Elevator Pitch • IT is being asked to do more with less while taking on big initiatives like digital transformation, the consumerization of IT, and improving the user experience.  All while running the day to day systems. • The problem facing most organizations?  In a word, complexity. While IT is great at building new houses they never move out of the old ones – leading to the phrase “Technical Debt.” Left unchecked, over time this complexity ends up consuming almost every dollar spent on IT. • The ServiceNow Platform approach to running IT like a business eliminates point solutions, shifting dollars from runningthe business to growingthe business, breaking down silos, getting applications to market faster—all while showing value all along the way. • A recent example of this is Danone who shifted 30% of its IT spend from running the business to growing it, and shifted spend to where it matters most.

  5. Objection Handling

  6. Objection Handling Objection handling can be tricky and is uncomfortable for most. But by taking time to listen, ask questions, and research it helps to further build value and your credibility– and it’s a great reason to speak with them again! Objection Handling Process: Steps to effectively handle an objection Common Examples: Samples of typical objections, and some talking points. Strongest Response: “That is an interesting concern, let me do some research and get back to you” can be a very powerful response. • Lets them know that you take their concern seriously • Gives you the opportunity to formulate the RIGHT response and show value • Gives you the opportunity to reach out to them again

  7. The Objection Handling Process

  8. Objection Examples Objection: ServiceNow is not mentioned on Gartner PPM Magic Quadrant This is because many of the criteria for being included focus on legacy PPM capability and exclude products based on broader platforms. You can find ServiceNow reviews on Gartner.comhere. ServiceNow ITBM has been named a leader in the Forrester Wave: Strategic Portfolio Management Tools. See the report here: https://www.servicenow.com/lpayr/forrester-spm-wave.html ServiceNow offers a service-oriented approach that uniquely captures the end-to-end process from Ideation through release, and its incorporation with other services and data on the platform. This removes the common barriers between operations and project portfolio management. When can we schedule 30 minutes to review a bit further? Objection: ServiceNow does not have all the functionality of a legacy PPM product like CA PPM It is common for people to have evaluated ServiceNow for PPM some time ago and not realized how much ServiceNow has invested in this space in the last few releases. ServiceNow provides all the key functionality for ideation/demand, project, agile, resource, test, release, and portfolio management, with over a thousand customers successfully executing with it. In addition, the value that the others can’t offer is in the ability to seamlessly integrate with other services and user/asset data on the platform. This provides a holistic view of all tasks assigned to resources, prioritization of those tasks, the end-to-end impact of projects and the services, integration with the CMDB to provide insight about other activities (incidents, change requests, releases, etc.)—which leads to visibility of overall business goals rather than just individual project goals.

  9. ITBM-specific slides – add to a ServiceNow introduction deck

  10. Legal A Single System of Action Customer Service Field Services Finance Customer Service HR Security Incident Response Facilities HR Service Management Marketing Incident ServiceNow Platform Problem Vulnerability Response Change & Release Threat Intelligence PeerBenchmarking SecOps & GRC Anomaly Detection Predictive Modeling Asset Discovery Audit Performance Forecasting Compli-ance Risk Service Mapping Orchestration SingleDatabase Reports & Dashboards ServiceLevels Vendor DeveloperTools Workflow ContextualCollaboration ServiceCatalog ServicePortal Subscription & Notification KnowledgeBase Event Management App Portfolio IT Business Management Orchestration Cloud Management Financial Management IT OperationsManagement Demand Resource Project & Portfolio Agile Development & Test

  11. Giving you unmatched visibility, alignment, and velocity Financial Planning Financial Modeling Incident ServiceNow IT Service Management Visibility Financial Showback Manage Problem Application Portfolio Management Service Lifecycle Change ServiceNow IT Business Management Ideation and Demand Alignment Orchestration Resource Management Discovery ServiceNow IT Operations Management Project Portfolio Management Operate Velocity Agile Development CMDB Service Mapping Test Management Enterprise Release Management

  12. Business Issues Expensive and complex legacy environment Shifting resources to align with business strategy Show value to CEO and Board 44% of CIOs believe complex legacy technology is the main barrier to digital transformation* Companies on average spend 66% of their IT Budget on Run** 47% of CIOs are being challenged by the board of directors to make progress in digital business***

  13. The challenge, in a word: Complexity managing IT Financial Planning Resource Management Test Management Project Portfolio Application Portfolio Demand Management FINANCIAL MODELING Financial CHARGING Agile DEVELOPMENT AGILE DELIVERY FINANCIAL MANAGEMENT APPLICATION PORTFOLIO MANAGEMENT PROJECT PORTFOLIO MANAGEMENT

  14. Complexity Managing Existing Application Landscape 🔥 ⚠️ 🔥 ⚠️ 🔥

  15. Complexity Coordinating Organizational Siloes Business IT Development Operations • Create stability • Enhance services • Business has a need • Demands Speed & Agility • Defines & Prioritizes Requirements • Plans delivery • Executes plan / sprints • Testing Poor Visibility Lack of Alignment Delays

  16. Start by aligning with the business Strategy Resources Technology Cost Risk On a common platform Innovate or transform New demand Modernize Enhancements App support Defer low impact “run items”

  17. Work where it matters, accelerate time to value Strategy and Goals Ensure only right ideas proceed Align to Strategy & Goals Optimize portfolio inline with Priorities & Constraints Idea Portal Strategic Product, Program, Project, Epic Application Portfolio Financial Modeling Financial Showback Application Portfolio Demand Management Resource Management Financial Planning Agile Development Test Management Project Portfolio Portfolio Demand Change Release RTB Technology Portfolio Waterfall,Agile, Hybrid Estimate Demand Operational Business Capabilities Fast Track IT Financial Management Application Portfolio Management Project and Portfolio Management Agile Delivery Real-Time Visibility into Resource and Financial Management Application and servicelifecycle Common Platform, Data Model, Workflow and Service Framework

  18. Case Studies

  19. While showing value back to the business Re-direct spend to critical apps Major Automobile Manufacturer 5% reduction in duplicate/overlapping applications Work where it matters the most 30% shift in resource capacity from business as usual to strategic initiatives Accelerate time to value 30% acceleration in time to deliver projects and products

  20. Drinking our own champagne

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