Mike Gordon, Construction & Facilities Manager, Einstein Noah Restaurant Group on the need for modern, highly distributed enterprises to extend service automation outside the company to outside contractors and trade suppliers. This topic was discussed as part of ServiceChannel’s participation at the ServiceNow Knowledge15 Conference, an end-user event focused on ways cloud services can transform service management across the enterprise.

1. © 2015 ServiceNow All Rights Reserved
Facili&es
Management
-­‐
Extending
Service
Automa&on
to
Outside
Contractors
Mike
Gordon
Regional
Facili&es
Manager
Einstein
Noah

2. | #Know15
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2
Quick
Agenda
• Einstein
Noah
Overview
• The
Importance
of
Service
Automa&on
• Our
Service
Automa&on
strategy
and
“stack”
today
• How
we
use
Service
Automa&on
today
• Where
we
are
taking
it
–
a
vision
for
the
future
• Ques&ons
and
discussion

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3
Einstein
Noah
Restaurant
Group
• Largest
U.S.
operator
of
bagel
bakeries
• Fresh-­‐baked
goods,
made-­‐to-­‐order
sandwiches,
crisp
salads,
gourmet
coffee
• 3
brands,
855
restaurants,
in
42
states

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4
Service
Automa:on
Is
a
BIG
Part
of
Our
Opera:onal
Strategy
• Service
levels
have
direct
impact
on
customer
experience
(Brand
Up&me)
• Service
levels
directly
impact
company
revenue
• Opera&onal
visibility
is
crucial
• Service
management
is
historically
costly
and
inefficient

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5
Our
Service
Automa:on
Challenge
–
Part
1
• Need
an
efficient
way
to
do
IT
deployments
across:
– Local
stores
/
establishments
– Corporate
facili&es
• Responsible
for
diverse
set
of
technology
and
services
– Corporate
purchased,
and
employee-­‐owned
equipment
– Integra&ons
– Service
requests
– Warranty
repairs
– Help
desk
• Integrate
with
other
systems
– E.g.,
Facili&es
services
automa&on
for
external
contractors

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6
Our
Service
Automa:on
Challenge
–
Part
2
• The
enormity
of
it
all!
-­‐ 855
loca&ons
na&onwide
-­‐ 2,000+
monthly
work
orders
-­‐ 200+
independent
contractors
-­‐ 30+
trade
special&es
• And
they
are
asking
me
to:
-­‐ Reduce
costs
and
improve
service
quality
-­‐ Ensure
contractor
compliance
-­‐ Minimize
opera&onal
risk
-­‐ Ensure
brand
preserva&on
–
all
with
95%
of
the
work
done
by
people
NOT
on
our
payroll
95%

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7
Our
Service
Automa:on
‘Stack’
–
Mr.
Inside
+
Mr.
Outside
• Enterprise
System
of
Record
• Manage
IT
Service
Requests
• Analyze
Services
and
Work
Orders
• Direct
Internal
Staff
Enterprise/IT
Service
Automa:on
• Find
External
Contractors
• Manage
FM
Service
Requests
• Analyze
Facili&es
Program
• Pay
External
Contractors
• Automate
Site
Audits
Facili:es
Management
Service
Automa:on

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8
Our
Service
Automa:on
‘Stack’
–
Integra?on
and
Consistency
Enterprise/IT
Service
Automa:on
Facili:es
Management
Service
Automa:on
Common/Shared
Business
Rules
Hierarchy
Approval
Matrix
Work
Order
Status
• Enterprise
System
of
Record
• Manage
IT
Service
Requests
• Analyze
Services
and
Work
Orders
• Direct
Internal
Staff
• Find
External
Contractors
• Manage
FM
Service
Requests
• Analyze
Facili&es
Program
• Pay
External
Contractors
• Automate
Site
Audits

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9
How
I
Use
Service
Automa:on
Today
–
“It's
All
About
the
Data”

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10
Today
–
We
Track
Contractor
Performance

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11
Today
–
We
Help
our
Partners
with
Insights
to
their
Business

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12
Soon
–
We
will
Track
Historical
Trends,
and
Highlight
Immediate
Concerns
Provide
historical
context
Highlight
issues
that
need
aeen&on
now

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13
Soon
–
We
Will
Compare
Loca:on
and
Geography
Performance
Data

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14
Outlier regions
Soon
–
We
Will
Iden:fy
and
Review
Outliers
(Good
and
Bad)

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15
Soon
–
We
Will
Analyze
Spend
and
Loca:on-­‐Based
Feedback

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© 2015 ServiceNow All Rights Reserved
16
Soon
–
We
Will
Gain
Insights
on
Site
Aging
and
Opera:onal
Trade-­‐Offs

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© 2015 ServiceNow All Rights Reserved
17
Complex
data
requests
are
fulfilled
within
one
month.
<1/3
12%
Data
in
organiza&ons
is
being
used
for
analy&cs.
Simple
data
requests
take
a
week
or
more
to
turn
around.
52%
Not
enough
data
Changes
not
fast
enough
But
TODAY,
We
Are
Just
Dealing
With
the
Tip
of
the
Iceberg!
Source:
Forrester
Research

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18
Our
Vision
–
Where
We
Want
to
Take
Service
Automa:on
• Our
approach
as
an
industry
should
be
to
use
data
to
make
beeer
decisions
– Descrip:ve
Analy:cs
so
we
can
see
historical
data
– Diagnos:c
Analy:cs
so
we
can
understand
why
the
data
looks
like
it
does
– Predic:ve
Analy:cs
so
we
can
prepare
for
the
future
– Prescrip:ve
Analy:cs
so
we
can
make
decisions
with
data
introduced
into
the
work
flow

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© 2015 ServiceNow All Rights Reserved
19
Our
Vision
–
What’s
Next?
Making
our
Service
Automa:on
data
relevant
to
the
bigger
picture

20. | #Know15
© 2015 ServiceNow All Rights Reserved
20
Top
Takeaways
Service
Automa&on
Everywhere
–
Inside
and
Outside
Data
and
Analy&cs
are
the
key
With
(1)
and
(2)
we
can
move
from
reac&ve
to
proac&ve

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© 2015 ServiceNow All Rights Reserved
21
Mike
Gordon
Regional
Facili<es
Manager
Einstein
Noah
Restaurant
Group
mgordon@einsteinnoah.com
Thank
You
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