End-to-End IT Service Management
Solution Implementation using ServiceNow
Harold Petersen
itSMF International Board
Director with over 20 years of
delivering end-to-end ITSM, ICT Michael Billimoria
Governance and PMO solutions. National ITSM Practice
Lead and member of itSMF
National Council Board. Our
strategy aligns people, process
and technology to deliver real
Michelle Perkins business value.
Between us weve conducted
dozens of ServiceNow
implementations, benefiting
hundreds-of-thousands
of staff globally, some in
multiple languages.
Leanne Siveyer
We have the expertise in
ITSM tool alignment, project
management and organisational
change capability to lead your
transformation.
Numerous organisations across Many implementations fail to realise their
intended benefits due to misalignment
the world have embarked upon
of the strategic intent, process design,
IT Service Management (ITSM) automation solution and insufficient
implementation and improvement organisational change management to
programs in the past 20 years. accompany the implementation. A unique
set of skills and capabilities is needed to
A significant component of achieve an integrated solution.
these is the selection and
UXC and its partner, ServiceNow, offer this
implementation of an ITSM rare mix of capabilities that will help you
automation solution. establish an end-to-end ITSM solution that
perfectly aligns with your requirements and
achieves your intended benefits.
Kon Kokkinos
We have a track record
of improved business
alignment of IT services and
increased customer and IT
employee satisfaction using
ServiceNow.
Patrick Keogh Susie Farquhar
Our team has over 250 years Our team will deliver measurable
of experience establishing improvement of your IT
process governance and and Business Service Levels
continual improvement following a ServiceNow solution
within ITSM environments.
implementation, underpinned by
effective organisational change
management.
Why consider an ITSM Solution
Implementation?
Organisations are investing in ITSM
improvement programs because they aim
to establish a working operating model and
ITSM capability, which provides value and
return on investment to the business as a
whole, including:
IT and business service level improvements
IT total cost of ownership (TCO)
optimisation
optimised IT service design and architecture,
including leveraging cloud and other new
technologies
improved IT controls and governance
improved risk controls
optimised alignment of IT service portfolios,
IT investments and strategic business
enablement
Why do you need an expert to
make it all work?
Unfortunately, many ITSM improvement
programs fail to realise their intended
benefits or result in time and cost overruns.
This is due to:
technical ITSM automation implementers
not understanding governance, people and
process aspects of an ITSM solution. This
leads to poorly configured ITSM platforms
and tools that do not provide the practical
and workable solutions that real people
need
ITSM process design often failing to align
with an overarching target blueprint as part
of an overall IT enterprise architecture
no alignment between business
requirements, IT governance requirements,
process design and technical ITSM process
automation solutions
lack of cultural change and transformation
management focus.
Proven approach to ITSM solution
implementation
If you are going to embark on an ITSM
implementation, you want to partner with
Australias largest locally-owned consulting
company. UXC has a proven end-to-end
implementation approach; a tried and tested
model that has been developed, refined and
proven to be successful over 20 years.
UXCs implementation approach is based
on international best practice and local
expertise, drawing on various practices and
capabilities, including deep ITSM expertise,
business transformation, business analysis,
program/ project management, strategy and
architecture as well as technical expertise in
cloud solutions and managed services.
UXCs ITSM implementation approach consists
of three phases:
1 ITSM Strategic Plan
2 ITSM Design and Transform
3 ITSM Maintain and Improve
The End-to-End ITSM Implementation
Framework is illustrated in Figure 1 below.
This approach is supported by proven
Organisational Change Management,
Communications and Training capabilities.
Optimise your investment with
one proven partner
UXC offers an unrivalled end-to-end ITSM
solution that is more cost effective than
sourcing multiple suppliers. Direct costs are
optimised by:
cloud-based ITSM platform licensing model
from ServiceNow
proven and swift transformation
management by industry experts
designing a holistic and business aligned
solution in the first instance
a unique blend of in-depth strategic,
IT governance, ITSM, technical and
functional ServiceNow management,
as well as transformation management,
cultural change and relevant training and
capability uplift.
UXC and ServiceNow:
proven, cost effective,
fast and world class
ITSM end-to-end
solution implementation
About UXC Limited
UXC Limited is an ICT company providing
solutions in consulting, business applications,
infrastructure and the cloud to support clients
to design, implement, enhance, operate and
manage their ICT services. Servicing over
2,500 clients in the private and public sectors,
UXC is Australias largest locally-owned
consulting company.
UXC provides a comprehensive portfolio of
ITSM services to deliver end-to-end ITSM
implementations, ITSM assessments, ITSM
strategy, managed services and cloud-based
business management applications to enable
you to reduce costs, increase productivity and
enhance mobility.
About ServiceNow
ServiceNow is a leading provider of cloud-
based services that automate enterprise IT
operations, with a focus on transforming
enterprise IT by automating and standardising
business processes and consolidating IT across
the global enterprise.
Organisations deploy ServiceNow to create a
single system of record for enterprise IT, lower
operational costs, and enhanced efficiency.
Additionally, the extensive ServiceNow
platform is used to build custom applications
for automating activities unique to their
business requirements.

Business Drivers

Vision Implementation
Planning

Assessment Process Design Functional

Specification

Objectives Implementation
(Roadmap) Build
Planning
Governance

Organisational
Business Case Transition Maintain
Alignment

Service
Go/No Go Go Live Improvement

ITSM Design and Maintain and

Strategic Plan Transform Improve

Australia: 1300 892 256

ITSM Strategic Plan Singapore: +65 6866 3632
Malaysia: +60 3 2116 3490
Email: itsm@uxc.com.au
Figure 1: End-to-End ITSM Implementation Framework
www.uxccloud.com.au