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Modernizing the Workforce Kailey Oppenheim 2/27/2020

Q&A

Solving for Efficiency

Introduction

About Accenture

DEMO: ServiceNow

Project Methodology

agenda

Introduction

‹#›

Certifications

ITIL Foundations v3

Project Management Professional (PMP)

ServiceNow Administrator

ServiceNow Implementation Specialist for IT Service Management, Human Resources, Customer Service, Project and Portfolio Management

ServiceNow Trainer

ServiceNow Application Developer

Kailey Oppenheim

[email protected]

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Graduated from UCSC with a BS in Information Systems Management (now TIM)

ISMA Co-President (2008-2009)

2010

Started a new job as a ServiceNow Business Analyst Consultant at Navigis

2014+

2009

Internship with Plantronics, transitioned to a Full Time role

2012

Started a new role working for Macys.com

Current role: Senior Manager at Accenture

2013

Navigis acquired by Cloud Sherpas

Cloud Sherpas acquired by Accenture

My Career Journey

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Service Desk Intern

Business Analyst

Manager

Senior Business Analyst

Senior Manager

My Role at Accenture

Senior Manager

Work with clients in various industries to identify opportunities for efficiency

Propose projects to the client, write the Statement of Work (SOW), staff the delivery team, and manage the delivery and implementation

Team Lead

Lead a team of 7 people

Advise and support career growth

Assign team members to projects

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A Typical Work Day…

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Working from home

On the road

Travel about 80%

Visit the client’s office and work with stakeholders

Schedule and facilitate meetings to ensure we are meeting their vision

Design a roadmap for future work

No commute 

Meetings using VoIP (screen share, web cam, digital whiteboards)

Start the day when the client starts

About Accenture

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Accenture is a leading global professional services company

We provide a broad range of services and solutions in strategy, consulting, digital, technology and operations.

Leveraging our deep expertise across industries and business functions, we help organizations shape their vision for the future

We drive innovation to develop and implement differentiated solutions that accelerate growth and increase efficiency – and we may run parts of clients’ businesses on their behalf

Ultimately, we enable clients to maximize their performance and create sustainable value for their stakeholders

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Accenture is a leading professional services company, with capabilities in strategy, consulting, digital, technology and operations.

Leveraging our deep expertise across industries and business functions, we help organizations shape their vision for the future

We drive innovation to develop and implement differentiated solutions that accelerate growth and increase efficiency – and we may run parts of clients’ businesses on their behalf

Ultimately, we enable clients to maximize their performance and create sustainable value for their stakeholders

How Does Accenture Collaborate?

TRANSFORMS

Management Consulting

Technology Consulting

SHAPES

Business Strategy

Technology

Strategy

DIGITIZES

Interactive

Mobility

Analytics

POWERS

Application

Services

Labs

Ecosystem

Alliances

OPERATES

As a Service

Business Process

Cloud

Security

A global consulting firm providing professional services to clients. This can include subject matter expertise, staff augmentation, or helping clients with innovative ideas to operate at the next level.

There are 400,000+ Accenture employees world wide!

‹#›

Accenture Strategy is where we shape our clients’ future… combining deep business insight with the understanding of how technology will impact industry and business models.

In Accenture Consulting, we transform, bringing together the very best of Accenture to help our clients transform their businesses to compete in today’s digital world.

In Accenture Digital, we digitize, enabling our clients to unleash the power of digital… by providing analytics, interactive marketing and mobility services to create new value.

Accenture Technology is where we power our clients’ businesses with “best in class” established and emerging technologies.

And Accenture Operations is where we operate business processes and infrastructure as a service on behalf of our clients.

We are the only company with the ability to combine and integrate these end-to-end capabilities—strategy, consulting, digital, technology and operations—in an industry context.

OUR GLOBAL DELIVERY NETWORK DELIVERS AT SPEED AND AT SCALE

The largest and most diversified group of strategy, digital, technology and operations professionals in the world

More than 50 delivery centers across five continents, offering services in 39 languages

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The Business Problem

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Enterprise Organization

There are many departments within an organization

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Common business problems

Departmental

silos

Manual

Processes

Redundancy

Offline

tools

‹#›

Common business problems

Departmental

silos

Manual

processes

Redundancy

Offline

tools

‹#›

Departmental Silos

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Departments are often using different technologies or tools

Processes aren’t defined to work seamlessly across the enterprise

Transferring work between departments is slow and inefficient

Common business problems

Departmental

silos

Manual

processes

Redundancy

Offline

tools

‹#›

Manual processes

‹#›

Manual processes

Entering data

Creating reports

Approving requests

Fulfilling requests

Lack of enterprise knowledge

No standards

No central repository

No FAQs or How to guides

Who owns the knowledge?

Common business problems

Departmental

silos

Manual

processes

Redundancy

Offline

tools

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Redundancy

Entering the same data into two different systems AKA “Swivel Chair”

From an offline form into an online form

Two systems without an integration between them

Lack of documentation of communication between customer and service provider leads to repeated conversations

‹#›

Common business problems

Departmental

silos

Manual

processes

Redundancy

Offline

tools

‹#›

Tools hindering business productivity

‹#›

Paper forms

Offline or non-shared documents

Multiple enterprise applications

Poor customer/ user experience

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Dissatisfied employees reduce productivity

Manual processes slow down the business

Evolution of “Shadow IT”

Dissatisfied end users

Solving for Efficiency

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One enterprise platform

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SaaS, or Software as a Service, is a cloud solution that can provide businesses with an easy product to develop, maintain, and secure.

Having one platform across the enterprise allows transparency, efficiency, and standardization.

Accenture’s ServiceNoW Practice

…by the numbers

5,000+

ServiceNow Projects

175+

Global 200 Customers

ServiceNow Global 2000 Customers Supported

9.7

YTD CSAT

Calendar Year 2020

7,000+

Students Trained on ServiceNow

250 Classes delivered in 2020

6,380+

Share Downloads

Average 5-star rating

1,850+

ServiceNow & ITSM Certifications

2,250+

ServiceNow Skilled Resources Globally

1,200+

ServiceNow Initial Implementations

Forrester ITSM Leader

Only Dedicated ServiceNow Services Partner in the Leader Wave

HfS Winners Circle, Blueprint for ServiceNow Service Assessment

ServiceNow Federal Partner of the Year

ServiceNow Store Apps Legal & Security

We Are ServiceNow’s Largest Professional Services Partner

Global Strategic Partner

Gold Sales Partner

Gold Services Partner

Authorized Training Partner

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As a partner in the ecosystem for more than 10 years, we have continued to invest in growing our capabilities and partnership with ServiceNow.

Accenture’s ServiceNow Practice

Continuously Investing in Growth

Accenture acquires Cloud Sherpas

ServiceNow Federal Partner of the Year (3x)

K15 Partner Award - Highest Partner CSAT

Cloud Sherpas named Leader by Forrester for ITSM Implementation Services

Accenture and ServiceNow sign strategic alliance agreement

Accenture achieves ServiceNow global systems integrator status

Cloud Sherpas one of the first Master Services Partner

Accenture builds formal ServiceNow offering

Accenture launches ServiceNow practice

Cloud Sherpas first ServiceNow Preferred Services Partner

Accenture co-authors ITIL Service Strategy book

Cloud Sherpas (Navigis) begins offering clients ServiceNow capabilities

Accenture largest global ServiceNow Strategic Partner

Named Gold Partner – Sales, Services and Technology

Largest ACV Revenue Contributing Partner

Awarded Trainer of the Year

Awarded Most Partner Certifications

Acquired Nashco

2007

2013 - 2014

2011-2012

2015

2018

2020

Named Global Strategic Partner by ServiceNow

Top Sponsor of ServiceNow’s SKO & K19

Awarded Highest CSAT (EMEA)

Awarded ServiceNow Top Influencer

Acquisitions

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About ServiceNow

NYSE: NOW

4,000+

Enterprise Customers

10,000+

Global Employees

Major Sites

San Diego, Silicon Valley, Seattle, Amsterdam,

London, Sydney, Israel, India

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Global enterprises from all industries rely on ServiceNow

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Advanced High Availability Architecture

Global Data Center Pairs

ServiceNow’s data centers are arranged in pairs. ServiceNow has 8 data center pairs (for a total of 16 data centers) across four geographic regions including Asia Pacific Japan (APJ); Europe, Middle East and Africa (EMEA); North America; and South America. Within several of these regions, there are specific country pairs for Canadian, U.S., Australian, and Swiss customers.

ServiceNow’s data centers and cloud-based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple network paths to avoid single points

of failure.

Through ServiceNow’s unique, multi-instance architecture, Advanced High Availability meets and exceeds stringent requirements surrounding data sovereignty, availability and performance.

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What ServiceNow can do

Photo by: ServiceNow

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ServiceNow Demo

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Project Methodology

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Benefits of Agile – in the Context of Training

Waterfall Methodology vs. Agile Methodology

Q&A