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:

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 running the business to growing the 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
Listen
Ask them to explain their objection
Take it seriously
Do not scoff or contradict them
Empathize
Show that you recognize and accept their concern
Confirm that some current services have had similar concerns in the past
Explore
Understand the objection by asking questions
Drill down to uncover the real area of concern
Capture details and let them know you will look into it
Address
Speak to the value of shared platform and ease of configuration to address functionality concerns
Speak to how your team has overcome similar issues in the past and how
Offer to schedule a 60 min in depth review with ServiceNow
Validate
Provide follow up information
Confirm you have addressed the objection
Schedule follow-up action as required

8. 4/6/2019
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.com here. ServiceNow ITBM has been named a leader in the Forrester Wave: Strategic Portfolio Management Tools. See the report here: 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.
© 2012 ServiceNow All Rights Reserved

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

10. A Single System of Action
Customer Service HR
Service Management
Finance
Marketing
Customer
Service
Field
Services
Legal
Facilities HR
Asset
ServiceNow
Platform
Workflow
Service Catalog
Knowledge Base
Developer Tools
Contextual Collaboration
Single Database
Service Portal
Subscription & Notification
Reports & Dashboards
Service Levels
Orchestration
Performance Forecasting
Predictive Modeling
Peer Benchmarking
Anomaly Detection
Security
Incident Response
Change & Release
Vulnerability
Response
Problem
Threat Intelligence
SecOps & GRC
Incident
Risk
Audit
Demand
Compli- ance
Resource
Vendor
Operations Management
Operations Management has become more critical and more difficult than ever before, with virtualization and cloud technologies creating dynamic, fluid IT environments. At the core of our operations management capabilities is the same platform and workflow engine that is leveraged by all our service management and business management applications. This workflow extends beyond people processes to become the orchestrator of orchestrators - essentially the traffic controller of all automation tasks. Utilizing this powerful workflow engine, we can push workflow to the requester to allow them to orchestrate configuration changes and manage cloud resources on VMware, Azure or AWS - all fully automated and completely traceable. And because orchestration, change management, and the CMDB are built on a same platform, we can help to eliminate change conflicts and ensure changes go as planned. ServiceWatch, our service discovery and mapping solution, ensures that everything is being managed in a business service-centric context. And when issues do arise, Event Management can detect abnormalities and pinpoint the impacted service by leveraging the CMDB.
And that’s the ServiceNow portfolio. A powerful set of applications spanning operations management, business management and service management across the enterprise – all utilizing a powerful underlying application platform that enables a single system of record – and all sitting on the enterprise cloud of the future.
<Transition to Next Slide>
ServiceNow brings together Service Management, Operations Management and Business Management on a single system. These domain areas have previously been thought of separate disciplines. We have changed the game by linking these areas together through a service model to change the way people work. Let’s take a look.
Project
& Portfolio
Cloud
Management
Agile
Development
& Test
Orchestration
Service
Mapping
App Portfolio
Discovery
Event
Management
IT Business Management
Financial
Management
IT Operations Management
Confidential

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
Alignment
Ideation and Demand
Orchestration
Resource Management
ServiceNow
IT Operations Management
Discovery
Project Portfolio Management
Operate
Velocity
CMDB
Agile Development
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
Logicalis Global CIO Survey
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 MODELING
Financial
CHARGING
Application Portfolio
Demand
Management
Resource
Management
Financial
Planning
Project
Portfolio
Agile
DEVELOPMENT
Test
Management
FINANCIAL MANAGEMENT
APPLICATION PORTFOLIO MANAGEMENT
PROJECT PORTFOLIO MANAGEMENT
AGILE DELIVERY

14. Complexity Managing Existing Application Landscape
Increases costs
Increases risk
Consumes resources time
Decreases performance 🔥 ⚠️ 🔥 ⚠️
“IT is great at building new houses, but never moves out of the old ones creating complexity and waste 🔥

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

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

17. Work where it matters, accelerate time to value
Strategy and Goals
Idea Portal
Ensure only right ideas proceed
Align to Strategy & Goals
Optimize portfolio inline with Priorities & Constraints
Demand
Management
Resource
Test
Project
Portfolio
Agile
Development
Financial Modeling
Financial
Planning
Application Portfolio
Showback
Project and Portfolio Management
IT Financial
Application Portfolio Management
Agile Delivery
Strategic
Product, Program, Project, Epic
Application Portfolio
Demand
Portfolio
Change
Release
RTB
Technology Portfolio
Waterfall, Agile, Hybrid
Estimate Demand
Business Capabilities
Operational
Fast Track
Real-Time Visibility into Resource and Financial Management
Application and service lifecycle
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
It’s not about what we can do for you, it’s what value YOU can show to the business.

20. Drinking our own champagne