Syncing with ServiceNow: Modernizing ITSM with ITIL 4: Change enablement

Syncing with ServiceNow

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Tom Segura: A Joke About Supermodels 2:40

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Tom Segura jokes about supermodels in his Netflix special, "Sledgehammer".

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We explored how the ITIL 4 service value system helps ITSM service providers generate business value through the creation, delivery, and continuous improvement of services. Now let’s look at ITIL 4 guidance on change enablement.
Host: Andy Whtieside
Co-host: John Dahl
Co-host: Eddie McDonald

47 פרקים

#Tech #Business #Podcasting Education #Andy Whiteside

Syncing with ServiceNow: Modernizing ITSM with ITIL 4: Change enablement

Syncing with ServiceNow

published לפני שנתיים

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MP3•בית הפרקים

47 פרקים

#Tech #Business #Podcasting Education #Andy Whiteside

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You retrieve data about the service in question and instantly see exactly which infrastructure components the service depends on, as well as their statuses. You quickly engage IT operators to address the issue and notify the line-of-business lead with an estimated time for its resolution. This scenario doesn’t have to be an impossible dream. Infrastructure visibility is a reality for numerous enterprises around the world, including many ServiceNow customers. It can be your reality too, without nearly as much time and effort as you might think. Developing an infrastructure visibility strategy that includes automated discovery and service mapping can give you an up-to-date picture of all your business-critical services. When an issue arises, you can quickly drill down to identify the component causing it. Even better, you can anticipate potential disruptions and take action to prevent downtime. Let’s explore six steps to help you increase service visibility. Host: Andy Whiteside Co-host: Fred Reynolds Co-host: Kristin McDonald…

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From humble beginnings to becoming an enterprise with more than 20,000 employees globally, ServiceNow has been through a lot of changes since its founding in 2004 . Although it started as an IT service management company, it's grown to connect people, functions, and systems across organizations. Today, ServiceNow offers solutions for IT service and operations management, the employee and customer experiences, low-code and hyperautomation, and a whole lot more—all built on a single, unifying platform that eliminates silos. If you think that sounds like a mouthful, you’re not alone. In the tech world, it can be tricky to explain what your company does, especially to nontech family and friends. We put our employees to the test and asked them, “What does ServiceNow actually do?” Watch the video to see their responses... Host: Andy Whiteside Co-host: Fred Reynolds Co-host: Kristin McDonald…

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ServiceNow is a Leader in the 2022 Gartner® Magic Quadrant™ for IT Service Management (ITSM) Platforms for the ninth year in a row. We also ranked first in all three use cases evaluated in the 2022 Critical Capabilities for ITSM Platforms : Service Desk (3.76/5), Service Operations (3.73/5), and Business Workflow Automation (3.81/5). We believe these recognitions validate our strategy and direction as we continue to invest in making ServiceNow an enduring platform for a fast-changing world. Host: Andy Whiteside Co-host: Fred Reynolds…

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It's a new era at XenTegra. Today we interviewed our new host Fred Reynolds and found out about his background and experience building out automation and workflows with ServiceNow. And we had a little fun... Right! Host: Andy Whiteside Co-Host: Moin Kahn Co-Host: Fred Reynolds

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Transformation. Everyone’s tossing that word around these days to the point it almost seems meaningless. Yet, it’s not. According to the 2021 EY CEO Imperative Study , nearly two-thirds of CEOs believe technology and digital transformation will have the greatest impact on the future success of their enterprises. In fact, 68% of these CEOs plan to make big-time technology investments throughout 2022. In particular, the study uncovered that increasing the use of artificial intelligence (AI) was one of the top three priorities for C-level executives seeking to propel organizational growth, followed closely by disruptive innovation. It's no coincidence that innovation is also a top priority because technology fuels it today. Yet, too often, technology hampers innovation. Too many organizations believe they need to settle for things working as they are, including archaic, legacy systems and a patchwork of processes. But trying to muddle through these resources is time-consuming and inefficient, robbing the organization of the time and means needed to drive innovation. Host: Andy Whiteside Co-host: Moin Kahn…

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Provisioning new databases and cloning database requests make up a hefty portion of a database administrator’s (DBAs) workload. As reported in Forrester’s Total Economic Impact survey for Nutanix Era , database provisioning is time consuming, tedious, and often requires additional approvals for new systems to support the new provision. DBAs reported that “to handle the capacity of existing database management and incoming requests, the DBA teams often needed to work overtime and weekends” (Forrester p7). As one respondent noted: “We get requests for new databases all the time, but we have to have a server before we can even start. Our database and operations teams were resource-constrained, and a request could take up to two weeks to deliver. That was just too long” (Forrester p7). The Forrester study also noted that many organizations lack standard workflow procedures that can streamline the provisioning process for more effective procedures in database provisioning. Surveyed customers commented that, when workflow best practices are applied holistically across several different database types, common provisioning mistakes could be avoided. Nutanix has partnered with ServiceNow, Inc. to integrate Nutanix Era™ into the ServiceNow® platform. Using the ServiceNow Nutanix Era Plugin for Database Management, Era and ServiceNow customers can use standard workflow processes to ease database provisioning even further. Nutanix Era can increase database provisioning by 97% through its one-click database management and control plane as noted in Forrester’s TEI report for Era . This process can be streamlined even further through the integration with ServiceNow’s digital workflow processes. Host: Andy Whiteside Co-Host: Eric Schwarts Guest: Jon Spallone Guest: Harvey Green Guest: Jirah Cox…

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Today’s business demands that IT transform from a cost center to an innovation engine. To foster a business mindset, IT leaders need full visibility into operations so they can achieve desired business outcomes. At ServiceNow, we run IT like a business to deliver value quickly, improve productivity, and create great user experiences. The CIO Dashboard is one of the capabilities our IT leadership uses daily to advance business outcomes that help us scale. It’s based on a framework consisting of key decisions to be made, business-critical questions, and the required insights to help leaders chart the best course toward their goals. Host: Andy Whiteside Co-host: Eric Schwartz…

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Anyone involved in any kind of datacenter or physical IT operations faces multiple challenges every day: Manual tracking in Excel spreadsheets Entering data into multiple systems, depending on the asset type and information needed Tracking down assets that were never received or recorded Scanning assets during audits Generating compliance reports What if there were an easier way? Host: Andy Whiteside Co-Host: Eric Schwartz…

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The demands of modern businesses continue to reshape IT asset management ( ITAM ) beyond traditional practices and tools. ServiceNow commissioned Enterprise Management Associates to survey 450 global IT leaders on the state of ITAM. Our report, “ A business view of ITAM ,” sheds light on the most critical aspects leaders need to focus on to deliver ITAM success . Host: Andy Whiteside Co-host: Fred Reynolds Co-host: Eddie McDonald Co-host: Mike Sabia…

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Organizations are under more pressure than ever to maximize the benefits of their digital transformation technology investments. Those that use technology to ramp up productivity will leapfrog the competition. At ServiceNow, we’re excited to support organizations in their digital transformation journeys. The Now Platform® Washington, D.C., release , available today, is designed to do exactly that. The innovations in this release deliver intelligent automation , simplified experiences, and extensibility—complemented by generative AI (GenAI)—for fast time to value. Host: Andy Whiteside Co-host: Mike Sabia Co-host: Fred Reynolds Co-host: Eddie McDonald…

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At ServiceNow, we’re driven by our purpose to make the world work better for everyone. To that end, one of our top priorities is helping the global nonprofit sector digitally transform its operations. That’s why we’re launching the ServiceNow.org Partnership for Good Grant : to provide nonprofits with technology that will allow them to do better business and more good. In 2024, we’ll award four grants—up to $2 million in total value—to individual nonprofits that use technology in impactful ways to enable greater efficiencies and better serve their communities. Host: Andy Whiteside Co-host: Eddie McDonald Co-host: Mike Sabia…

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Continuous change and economic uncertainty are normal in today’s business environment. In fact, 88% of executives believe their customers are changing faster than their business can keep up, according to Accenture . A unified and intelligent platform can help organizations focus on what matters most—Net Promoter Score, revenue growth, and margin expansion—and seamlessly adapt to change. At ServiceNow, we use our solutions internally to maintain this same focus while ensuring we’re ready to take on whatever comes next. Let’s look at three examples: IT Service Management and IT Operations Management (together known as service operations) IT Asset Management Strategic Portfolio Management Host: Andy Whiteside Co-host: Eddie McDonald Co-host: Mike Sabia…

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If you're a ServiceNow Architect, aim to become one, or work with Architects, this article could be useful for you! I wanted to share with you my experience of the excellent ServiceNow Certified Master Architect (CMA) program that I'm lucky to be a part of. Wait… What is that Certified Master Architect program? ServiceNow has created a new "elite" program, to train and certify specialists, way above the “Implementation Specialist” level. This is a six-month program, including 2 weeks of on-site trainings, and 4-6 hours per week of live webinars! This program is currently only offered to registered implementation partners and internal customer facing ServiceNow consultants. This program and certification is not intended for customers. A typical participant is expected to be a veteran leader in the ServiceNow field, having successfully delivered many large, complex, global multi-product projects on the ServiceNow platform. They are required to have a special blend of technical expertise and soft skills in sales conversations and also post sales deliver domains allowing them to manage and communicate best practice advice and guidance with customers. Host: Andy Whiteside Co-host: Fred Reynolds Co-host: Eddie McDonald Co-host: Mike Sabia…

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ServiceNow is excited to peer into the future of customer experience (CX) to see what’s in store. Customer operations and service delivery have undergone significant disruptions in recent years. The year ahead promises to be no different. The continuing need to deliver a frictionless customer journey , a renewed focus on improving the agent experience, and the meteoric rise of generative AI (GenAI) are some of the many reasons why CX is poised for transformation. Join us in counting down our top CX predictions for 2024: Host: Andy Whiteside Co-host: Fred Reynolds Co-host: Becky Whiten Co-host: John Dahl…

Syncing with ServiceNow

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Syncing with ServiceNow: Modernizing ITSM with ITIL 4: Change enablement 20:05

לפני 2 years20:05

20:05

The Information Technology Infrastructure Library ( ITIL ) is a customer-centric framework that promotes governance, collaboration, and continuous improvement. At a time when IT service management ( ITSM ) is changing with new technology, shifting regulatory requirements, and decentralized teams, this is vital. We explored how the ITIL 4 service value system helps ITSM service providers generate business value through the creation, delivery, and continuous improvement of services. Now let’s look at ITIL 4 guidance on change enablement . Host: Andy Whtieside Co-host: John Dahl Co-host: Eddie McDonald…

Syncing with ServiceNow

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Syncing with ServiceNow: There’s an app for that: How low-code tools boost finance productivity 37:42

לפני 2 years37:42

37:42

It’s no secret that finance organizations are ripe for disruption. Managing money has always been a manual process, from securing payment orders to renewing licenses, and everything in between. That's why ServiceNow Chief Financial Officer Gina Mastantuono invested in a formal citizen development program . She wanted to encourage all finance employees to lean into no- or low-code tools , such as App Engine Studio , to build applications. Today, 15% of ServiceNow finance employees are citizen developers , with nearly 30 applications in development and production—all built on the Now Platform. “I’m always thinking about how we can become the finance organization of the future, where the entire team can do their best work. That’s why we invested in this program,” Mastantuono says. “Now we’re automating the mundane yet essential transactional work, centralizing workflows, and paving the way for more impactful work that minimizes risk, drives innovation, accelerates productivity, and builds better cross-functional relationships. It’s critical to our digital transformation.” Host: Andy Whiteside Co-host: Fred Reynolds Co-host: Becky Whiten Guest: Eddie McDonald Guest: John Dahl…

Syncing with ServiceNow

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Syncing with ServiceNow: 5 principles of great experiences 24:20

לפני 2 years24:20

24:20

Product experience is a key driver of business success for ServiceNow and our customers. That’s why my product experience team and I spend a lot of time focusing on design principles that help ensure we exceed our customers' expectations. You don’t have to be a designer to use these principles and create great experiences . These are fundamentals that anyone can put into practice. Host: Andy Whiteside Co-host: Kristen McDonald Co-host: Becky Whiten…

Syncing with ServiceNow

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Syncing with ServiceNow: 6 innovation trends and what they mean for your business 25:57

לפני 2 years25:57

25:57

In my conversations with the ServiceNow partner community , there’s one thing I’m consistently asked: How do we work with you to adapt to the rapid speed of innovation and change? My answer is simple: To truly innovate, you have to understand the trends behind the innovation. ServiceNow recently collaborated with Harbor Research to scan the global marketplace. We wanted to understand the widespread digital transformation and rapid technology shifts that are fueling growth—and driving significant complexities—for organizations. I’m happy to announce the release of our inaugural innovation trends report. We’ve uncovered six key technology trends that will affect the ways organizations reimagine work, processes, and value creation. The report also highlights the implications of cloud computing and AI, and how they’ve revolutionized resource creation and management. Let’s face it, as the digital landscape shifts, new technologies emerge—and so do opportunities to enable growth. Host: Andy Whiteside Co-host: Kristen McDonald Co-host: Fred Reynolds Co-host: Derek Cassese…

Syncing with ServiceNow

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Syncing with ServiceNow: Extend ServiceNow capabilities with the Citrix ITSM Adapter service 40:24

לפני 2 years40:24

40:24

The Citrix ITSM Adapter service is a cloud-enabled service that, when installed in a ServiceNow instance, provides an easy way to seamlessly integrate ServiceNow capabilities with your Citrix environments. With the Citrix ITSM Adapter for ServiceNow, you can: Experience intelligent automation of employee self-services Simplify the provisioning and de-provisioning of your Citrix resources Access a centralized dashboard where you can monitor alerts and notifications and decide which incidents to follow up on With this integration, you’ll be able to save valuable time spent by your IT team on manual and one-off processes by automating mundane work, as well as help empower end users to stay productive. By improving the IT management of Citrix services while enhancing the user experience, everyone gets more time to focus on the strategic priorities that matter most. Over the past few months, the Citrix ITSM team has delivered many new features and enhancements through the 21.12.1 and 22.3.0 releases. For a complete list of what we’ve introduced in the past several releases, please visit our product documentation . In this blog post, we will highlight some of the key enhancements we’ve introduced with the Citrix ITSM Adapter for ServiceNow service. Let’s take a look at some of these releases in more detail. Host: Andy Whiteside Co-host: Fred Reynolds Co-host: Becky Whiten Guests: Geremy Meyers Guests: Charlie Lopez Guests: Amir Trujillo…

Syncing with ServiceNow

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Syncing with ServiceNow:4 ways a strategic portfolio management framework can streamline success 30:49

לפני 2 years30:49

30:49

In today’s fast-paced business environment, determining how short-term projects fit into long-term organizational goals may seem daunting. A strategic portfolio management framework is critical for companies looking to align their projects, investments, and resources with their overall business strategy. ServiceNow Strategic Portfolio Management (SPM) can help organizations consolidate their most pressing business priorities on a single platform. Let’s explore four ways SPM can help streamline your path to success. Host: Andy Whiteside Co-host: Fred Reynolds Co-host: Kristen McDonald Co-host: Becky Whiten Co-host: Derek Cassese…

Syncing with ServiceNow

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Syncing with ServiceNow: ServiceNow: A Leader in Gartner® Magic Quadrant™ for IT Risk Management for Second Year 15:35

לפני 2 years15:35

15:35

ServiceNow is proud to be named a Leader, for the second consecutive year, in the Gartner 2021 Magic Quadrant for IT Risk Management (ITRM).1 We’re especially pleased that our ability to execute has been recognized with the highest rating of all vendors evaluated. Gartner also named ServiceNow a Leader in the August 2021 IT Vendor Risk Management Tools . Together, we believe these recognitions validate our leadership in helping businesses successfully navigate a challenging landscape, build resilience, and manage risk . Host: Andy Whiteside Co-host: Rebecca Whitten…

Syncing with ServiceNow

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Syncing with ServiceNow: 3 ways to supercharge HR digital transformation 34:03

לפני 2 years34:03

34:03

Human resources (HR) digital transformation isn’t just a switch you can flip. It’s a never-ending process that starts at different points for every organization and team. When I meet with HR leaders across industries, I’m always excited to learn about their unique, complex challenges. As we stare down a new wave of economic uncertainty, it’s never been more important for HR leaders to make a strong business case for HR digital transformation , whether for our CEOs, boards, or investors. In a survey by Fortune and Deloitte , 76% of CEOs said they have a “pessimistic” 12-month outlook for the global economy. Especially in this climate, business leaders want to know what kind of value they’re getting from their technology investments. They also want to improve productivity and efficiency across the workforce. I know from experience how difficult it is to implement massive HR changes at a global organization, no matter the global economic pressures. That’s why I joined ServiceNow: We offer a world-class platform that delivers tremendous value for our employees, managers, and company. We do this for our customers too. HR leaders need new ways to deliver for their people and drive business success. As an HR business leader, I want to share three ways a company can supercharge its HR digital transformation. Host: Andy Whiteside Co-host: Fred Reynolds Co-host: Kristin McDonald Co-host: Becky Whiten…

Syncing with ServiceNow

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Syncing with ServiceNow: New Employee Workflow Solutions Keep Workforces Safe 38:49

לפני 2 years38:49

38:49

2020 was a year of reckoning for companies across all industries. Businesses were challenged with adjusting to the new realities of work and life brought on by the COVID-19 pandemic and many organizations quickly responded to help meet evolving employee needs. At ServiceNow, we’re proud that we were able to bring our Emergency Response apps and Safe Workplace suite to market within a matter of weeks to help our customers respond to COVID-19 while helping to keep their employees safe and productive. More than 900 enterprises globally have downloaded our Safe Workplace apps, with more than 9,500 app installations to date. We will continue to enable a safe and efficient workplace, releasing new workflow solutions and capabilities twice a month to support organizations – regardless of when and where their employees work. Host: Andy Whiteside Co-host: Kristin McDonald Co-host: Becky Whiten…

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Syncing with ServiceNow: Modernizing ITSM with ITIL 4: Change enablement