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ServiceNow Breakthrough IT Capability Overview
ServiceNow Breakthrough IT Capability Overview
ServiceNow Breakthrough IT Capability Overview
ESM
Visibility to continually
improve performance
Agile operations to
realize business impact
©2021 Deloitte LLP and affiliated entities. [To edit, click View > Slide Master > Slide Master] Presentation title [To edit, click View > Slide Master > Slide Master] 3
B R E A K T H R O U G H . I T | AT- A - G L A N C E
BREAKTHROUGH.IT is Deloitte’s pre-configured ServiceNow solution for IT
VALUE-DRIVING CAPABILITIES
• Data-driven Major Incident process with automated • Integration with Major Incident and Change
user communications for business-critical outages Management to expedite permanent resolution
• Real-time SMS notifications keep IT leadership and actions
technical teams informed on major incident
escalation & resolution
• Ability to integrate compliance requirements into • Dynamic workflows driven by data, easy to create • Persona-based Knowledge Articles (KAs) and
change workflow to support SOX Audits, GDPR, ITAR, and update as your service delivery matures dynamic search enable efficient Self Resolution or
and other standards • Industry standard catalog items pre-populated, such Service Desk Resolution
• Planned outage communication for user-facing IT as application access, enhancements, issue • Incident Resolver’s can search for KA’s and Open
published automatically to business users reporting and hardware requests Incidents for quick resolution and duplication
• Go Live and best practice reports and dashboards to • Chat with a Service Desk agent live, for real-time
monitor KPIs and system adoption from Day 1 launch support to your business users
• ITSM process trending reports to help continuously • See planned and unplanned availability for key
improve adoption and maturity business systems
• Deflect tickets using self-service knowledge and
automated service catalog fulfillment
©2022 Deloitte LLP and affiliated entities. 6
B R E A K T H R O U G H . I T | E N H A N C E D C A PA B I L I T I E S
Accelerated maturity with these Deloitte-designed capabilities from Day 1
I n s t a n t N o t i fi c a t i o n o f
Major Incidents with Twilio Event Management
• Realtime SMS Messages sent to Major Incident • Automate incident creation through
Subscribers for Business-Critical Applications integration with standard IT monitoring tool,
using an Integration with Twilio Deloitte’s Realize.Health like Solarwinds, Dynatrace, LogicMonitor, etc.
Scan Dashboard
• Deploy fixes for routine incidents triggered by
events to reduce or eliminate outages
• Know how well your MSP/vendors are • Integrate your compliance requirements to
performing their services with SLA support reporting for SOX audits, GDPR and
configurations and historical dashboards other key standards
©2021 Deloitte LLP and affiliated entities. [To edit, click View > Slide Master > Slide Master] Presentation title [To edit, click View > Slide Master > Slide Master] 8
B R E A K T H R O U G H . H R | AT- A - G L A N C E
BREAKTHROUGH.HR is Deloitte’s pre-configured ServiceNow solution for HR
VALUE-DRIVING CAPABILITIES
DAY 1 HR SERVICES
• Request a correction to HR data
• Request an employee travel visa
• Request position-related support
• Request mass data change
• Report the death of an employee
• Request a report
• Submit your return to workplace
readiness
• Request a reimbursement
• Submit a general inquiry
HR SERVICE CONTINUOUS PLATFORM
• Submit a workplace concern
• Manage my employee documents MANAGEMENT IMPROVEMENT MANAGEMENT
• Request HR Technology support
• HR Case and Knowledge Management • Continuous Improvement Module • Deloitte platform management services to
• Request immigration support
• HR Request Management organizes your teams to focus on making improve and mature your experience:
• Request a talent management service
HR more effective • Annual ServiceNow Platform
• Request a leave of absence • Single Employee Portal for IT and HR,
• Request an employment verification • 50 hours per month of Enhancement Upgrades
updated to include up to 25 HR Services:
letter Development • Customer Success – Dedicated
• Leverage self-help and report issues
• Request a corporate credit card • ServiceNow Performance Analytics and Functional Resource
• Submit your banking/direct deposit • Catalog of common service requests Deloitte best practice reporting &
details • Real-time status and updates dashboards:
• Submit feedback • HR Trending Metrics help drive
• Live chat with Service Desk
• Accommodation request effective decision making
©2022 Deloitte LLP and affiliated entities. 10
• Go-Live Dashboard – supporting
OCM/Hypercare with real time
BREAKTHROUGH.ESM
TIMELINE
©2021 Deloitte LLP and affiliated entities. [To edit, click View > Slide Master > Slide Master] Presentation title [To edit, click View > Slide Master > Slide Master] 11
B R E A K T H R O U G H . E S M | I L L U S T R AT I V E T I M E L I N E
BREAKTHROUGH capabilities can be live in as little as 4-6 weeks
Subsequent releases for additional IT & HR capabilities
Week
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Release 1 (6 Weeks)
Release 2 (6 Weeks)
• Service Desk
• Service Catalog v2
BREAKTHROUGH.IT
• Interaction, Chat, Knowledge
BREAKTHROUGH.IT
BREAKTHROUGH.HR
• HR Service Request
• HR Service Desk • Employee Document
Management
• Case & Knowledge Management, Chat, Agent Workspace v2)
• Time Keeping • HR Manager Hub
• Reporting/Performance
Analytics
BREAKTHROUGH Outcomes
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