Description of Service-now capabilities and how LL Bean implemented them

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2. Transform IT
Transform Business
Stuart Werman, ServiceNow Sr. Account Executive
Diann Adams, LL Bean, Technical Architect
Mickey Cote, LL Bean, End User Services
© 2011 ServiceNow All Rights Reserved

3. Who is ServiceNow?
We are a leading provider of cloud-based
services to automate IT operations…
…and customers are increasingly
deploying us into the broader enterprise
3

4. ServiceNow momentum
Leader in cloud-based enterprise Service Automation
• NYSE: NOW
• 700+ employees
• Revenue $150M (3/11 – 3/12)
• 1,000+ enterprise customers
• Worldwide HQ in San Diego, CA
with major sites in Silicon Valley,
Amsterdam and Sydney
• Global datacenter operations in
North America, Europe and Asia-Pacific
2006 2007 2008 2009 2010 2011
ServiceNow Annual Revenue
© 2011 ServiceNow All Rights Reserved

5. ServiceNow Leadership
• #1 fastest growing software company in U.S.
— (Deloitte Technology fast 500)
• #5 fastest growing company in North America
— (Deloitte Technology fast 500)
• #9 Forbes America’s most promising company
— (Forbes America's 100 most promising companies)
• 90% SaaS for IT market share leader
— (Technology business research)

6. Focus on enterprise IT
● Increased complexity
● Fragmented legacy systems
● Redundancy
● Security threats
● Consumerization of IT
● Continued budget pressure
6

7. Why customers choose ServiceNow
Transformed Enterprise Service
Typical IT Service Management
Automation
Enterprise Service Automation
Consolidated, single
Fragmented, redundant
system of record
Help desk Self-service
Management Automation
IT Shared services
Functional support Line-of-business
7

8. Consolidation enables single system of record
Consolidated, single Challenge:
system of record
● Increased complexity
● Disparate, fragmented
Self-service
systems
Saved more than $1 million
Automation
in operational expenses by
consolidating disparate IT
ServiceNow Solution: management tools with
Shared services ● Consolidated system ServiceNow
● Single system of record
Line-of-business
8

9. IT Transformation through consolidation
Consolidate, globalize and standardize
remove redundancy removefragmentation increasetransparency
Confidential

10. Self-service creates an IT storefront
Consolidated, single
system of record Challenge:
● Request for service
Self-service ● No “menu” = chaos in IT
Automation
ServiceNow Solution:
● Intuitive, consumer- Created a self-
Shared services oriented portal service IT portal for
● Compelling user
students and faculty
experience
Line-of-business
● Manage user expectations
10

12. Automation eliminates manual processes
Challenge:
Consolidated, single
system of record ● Manual processes
● Error prone Cardinal Health used to take
Self-service ● Non-standardized 5 days to provision a VM,
they now do it with
ServiceNow in 10 minutes
Automation ServiceNow Solution:
● Integral workflow
Shared services ● Faster, cheaper, more
scalable
● Higher quality data and
Automatically upgraded
Line-of-business
process 2,500+ systems from
Windows XP to Windows 7
12

13. Automation Use Cases
1. New Hire On Board
2. Separation
3. Password Reset
4. Provision VM
5. Decommission VM
6. Add Disk to VM
7. Server Reboot
8. Create AD Account
9. Software Install
10. EC2 Provisioning
© 2012 ServiceNow All Rights Reserved

14. Shared services extend across the enterprise
Consolidated, single
Challenge:
system of record
● It’s not just IT that offers
service to the business
Self-service
● HR, legal and facilities
have similar service
workflows as IT
Automation
ServiceNow Solution: Processed
Shared services ● Adaptable to provide 100,000 requests
service beyond IT
● Supports non-IT
in one year
Line-of-business
applications
14

15. Workflow platform within the business
IT Support Facilities
ITAccess Purchasing
Engineering HR IT Facilities Legal Finance Travel
15

16. A platform to automate line-of-business processes
Consolidated, single Challenge:
system of record
● Externally facing service
processes
Self-service
● Support for customers
Built a Rebates tracking
and suppliers application
Automation
ServiceNow Solution:
Shared services ● Enable IT to be a full
partner to the business
Enabled real-time
● Automate full business
Line-of-business
processes requests for excess
container space
16

17. Customer-built line-of-business applications
HR, Vendor Mgt, Rebates
Laboratory Mouse Reporting
NATIONAL
Game & Venue Issue System BASKETBALL
ASSOCIATION
COUNTY OF
VENTURA,CA Time Card Management
Environmental Health & Safety
Employee Onboarding
17

18. ServiceNow Application Portfolio
Service Portfolio IT Cost Project & Portfolio Governance
Management
Applications
Service Catalog Incident Problem Change
Operational
Applications Chat Knowledge Live Feed Release & SDLC
Asset & Contract CMDB Discovery Runbook Automation
Infrastructure
Applications
ServiceNow Platform
One architecture • One technology • One interface • One system of record
18

19. IT as a Service
Transformation
• What are People working on?
© 2011 ServiceNow All Rights Reserved www.service-now.com | 19

20. IT as a Service
Transformation
•For which Business Services?
© 2011 ServiceNow All Rights Reserved www.service-now.com | 20

21. IT as a Service
Transformation
•In what Priority?
© 2011 ServiceNow All Rights Reserved www.service-now.com | 21

22. Getting to Service Automation
Service Automation
Enterprise Shared Line of Business
Enterprise Service Automation
Services Services
Automation
IT Service Automation
Self Service Consolidation
Service Desk
Core ITSM
ServiceNow Platform
Cloud Operations Professional Services
22

23. Industry leading cloud infrastructure
Service Automation
Applications • Advanced High Availability
• 1 hour RPO, 2 hour RTO, 99.8% availability
Service Automation
Platform
• Mirrored datacenter pairs
• US, Canada, Europe, Switzerland, Australia, US Federal
Service Automation • Secure, single-tenant model
Cloud Infrastructure • No co-mingling of data, improved customer control
© 2012 ServiceNow All Rights Reserved 23

24. You’re in great company
Financial Services Consumer IT Services Healthcare Technology
24

25. © 2012 ServiceNow All Rights Reserved 25

26. LL Bean
Modernizes and
Transforms ITSM
Diann Adams, LL Bean, Technical Architect
Mickey Cote, LL Bean, End User Services

27. Agenda
• Business and technical drivers for a new ITSM solution at
LL Bean
• Evaluation criteria and evaluation process
• Why LL Bean chose ServiceNow
• How the implementation is going
• Next steps/future process automation plans

28. Business and technical drivers
for a new ITSM solution at LL Bean
• Business challenges and opportunities impacting IT
strategies and services
— 12 year old HP Service Center limitations
— Challenges moving to a SaaS model
— Timeline and budget

29. Evaluation criteria and evaluation process
• Technical considerations
— Modern UI
— Integrated Platform
— SaaS
• Relationship considerations
— Company culture and fit with LLB
• Delivery/implementation considerations
— Tight timeline
— Limited HP institutional knowledge
• Cost considerations
— Could not increase TCO
• Timing considerations
— Renewal for existing software and Peak business

30. Why LL Bean chose ServiceNow
• Previous considerations and anything else
— Integrated suite of applications for one price
— Software architecture
— Company direction
— Market space size and strategy

31. How the implementation is going
• Initial project lessons learned
— Integrations are the biggest piece of work
— Chose not to migrate existing data
— Change (process and procedures) can not be under estimated
— Use of third part implementer was key to success
— Assure that training and documentation is part of the overall plan
• Functionality Delivered
— Incident, Problem, Change and On-call within 12 weeks

32. Next steps/future process automation plans
• Continuous process improvement
— Refining Service Catalog
— Change Management (Critical System Identification)
• New process automation initiatives
— Employee on-boarding
— Self Help
— CMDB/Discovery
— Asset Management

33. thank you