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BAZINGA!
The "Big Bang" Tactics of a Private Cloud Provider
Chuck Dyer
ServiceNow Program Consultant
Concerto Cloud Services

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Agenda
Setting the Stage
Adoption of SCRUM SDLC
Implementation of PPM
Lessons Learned
A look to the future

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The Earth began to cool…
Setting the Stage

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Setting the Stage
• The Concerto Business Model
• Difficulties Concerto faced with on-boarding new customers
– Working with many different partners, project managers, and processes.
– Managing many moving parts of a project that we are not primary on.
– Discuss tools used prior to Service Now and explain challenges.
• Why Concerto chose ServiceNow

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Autotrophs began to drool…
Implementation of SCRUM/SDLC

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Adoption of SCRUM/SDLC
• Concerto’s adoption of SCRUM
• Our adoption of SDLC (SCRUM Process)
• Daily Stand-Ups & Status Reporting
• Executive Insight and Prioritization

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Neanderthals developed tools…
Adoption of Project Management

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Implementation of PPM
• Insight into process definition exercise
• Building the project template in PPM
• Introduce into customer lifecycle process
• Customer visibility with Portal
• Adding Workflow and Automation to PPM
• Dashboards and Reporting

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We built a wall, we built the pyramids…
Lessons Learned

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Lessons Learned
• Set stage for process change within the organization
• Identify Process Owners and make them define the process
• Provide on-going training
• Continue to make regular improvements over time

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Math, science, history, unraveling the mystery…
A look to the future

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A look to the future…
• Adoption across the enterprise
• Integration with Customer Portal
• Integrate with Customer and Partner instances
• Deeper levels of automation

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Use the product capabilities to automate/orchestrate project tasks where applicable.
Take advantage of templates to enforce process and compliance within projects.
Use ServiceNow to drive visibility and insight into your projects.
Top Takeaways

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…and, it all started with a Big Bang!
Thank You
Chuck Dyer
ServiceNow Program Consultant
Concerto Cloud Services
chuck.dyer@concertocloud.com