This document describes Partners in IT's approach to IT service management transformation using the GovernIT framework and ServiceNow.com tool. It involves assessing an organization's current ITSM processes, implementing standardized best practice processes using GovernIT documentation mapped to ServiceNow.com configurations, and providing ongoing support services to optimize performance. The partnership between Partners in IT and ServiceNow.com leverages their complementary methodologies and components to deliver successful ITSM transformations.

1. IT Service Management Transformation ServicesUtilising the GovernIT frameworkand Service-now.com

2. Agenda Introduction to the TransformIT Methodology Overview of the ‘GovernIT’ Framework GovernIT and Service-now.com Benefits of GovernIT Benefits of the Partners in IT/Service-Now.com Partnership

3. Summary Work with the IT organisations within large businesses to deliver cost savings and service improvements via a combination of technologies, ITIL based processes and organisational change. Project Services, Managed Support Services, Technology Sales 35 Staff Bracknell, Berkshire

4. Partners in IT Approach Creating Certainty Maximise Value Deliver Outcomes

6. Baseline against Best Practise

7. Align to Business Needs

8. Scope Transformation

9. Scope Processes

10. Scope Technology

12. Phased Implementation Plan

13. Delivery of aligned process model

15. Tool Implementation

16. Training & Testing

18. Optimise Maximum Value IT Implementation

19. BI, Fully Integrated End to End SO, Centralised CMDB Partner Best Practice Service Organisation SLM, Service Impact Management, KPI Reporting Trust BSM/ Service Management Problem Configuration & User Experience Customer Relationship Style Respect Application Operation/ Service Delivery Incident, Change & Event Mgt ++ Commodity Cost/User/Application IT/Service Operations Event/Procedural Business/Innovation Service/Process Application/Complex Operational Development Stage

21. Server consolidation

22. Review of underpinning contracts

23. Improvements in cost of service

24. Re-charge of IT costs to business units

27. Links to supporting ITSM documentation

28. Tool configuration to support, automate & enforce the documented processes

29. Linkage between Tool & process documentation

30. On line training

31. On line referenceBridges gap Between ITIL and tool

32. ITSM Processes Best practice ITSM process documentation 4 Levels of process detail Top level view, process flows, procedure flows & work instructions Hotspot clicking and navigation aids for accessing levels of detail Pan and zoom for process and procedure viewing

33. ITSM Processes Based on a decade of ITSM experience 80% of company IT processes are very similar Avoids reinventing the wheel Quickly achieve fully documented processes to Admin portal for making changes or loading customer written processes

34. Links to Documentation Role definitions Process overviews Process ‘manual’ print facility Policy (or other ITSM related) documents Glossary Release notes Help facility

35. Service-now.com Tool Configuration Best practice starting point process configuration set for the tool ITIL recommended process enforcement Prebuilt ITIL aligned business logic and Roles Best practice built into forms and field values Documented configuration A wealth of implementation collateral, Workshop documents,Project plans etc.

36. Service-Now.com Integration Access via GovernIT Application & Module Links to GovernIT specific processes from relevant Forms Process information & work instructions viewable as you work in the tool Tool ConfigSupports and Enforces the Processes

37. Benefits of Gartner: “Service-now.com lacks an implementation services methodology for complex process guidance” Gives Service-now.com what Gartner says is missing! ONE ITSM tool and documentation portal repository Ideal training platform Focal point for audit Fast-track process led implementation approach Tool config aligned to process support & enforcement Context specific access to process documentation from within the tool

39. Successful IT Service Management

40. Integrity and Clarity

41. Customer Success

42. Partnership Delivers:

43. The technology platform for 2011 and beyond

44. The Service Transformation Experts in UK and EMEA

45. Components

46. Complementary Approach to IT Service Management

47. A process model developed SPECIFICALLY for Service-now.com

49. Review Introduction to the TransformIT Methodology Overview of the ‘GovernIT’ Framework GovernIT and Service-Now.com Benefits of GovernIT Benefits of the Partners in IT / Service-Now.com Partnership