Business Outcome: Eliminate service outages IMPLEMENTATION PLAN ACTIONS TO REALIZE VALUE SERVICENOW CAPABILITIES Value Metrics BY PHASE OF IMPLEMENTATION Phase 1 3 Modernize • Problem management • Reduction in 1. Define critical services: • Change management incidents related • Define your current service portfolio/taxonomy. • Configuration (CMDB) to changes • Define SLA commitments for top applications. management • Reduction in • Define the current scope of your CMDB. • Discovery change planning • Prioritize critical applications for service mapping. • Service mapping time 2. Discover data availability: • Reporting • Decrease in • Populate CMDB as needed to include reconciliation • Knowledge incidents and normalization of configuration items. management • Decrease in • Define processes and controls to update the CMDB. • Collaboration outage MTTR • Map critical services in the CMDB • Notification Decrease in major management outages • On-call management • Workflow management Phase 2 3 Transform • Event management 1. Consume service monitoring data: • Service portal • Create connections to third-party monitoring tools. • Mobile • Ingest metrics and events and map them to • Performance analytics configuration items and services. 2. Measure service health and react: • Build service health dashboards, using