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Driving Service TransformationGartner Session ID: SPS38 Mike ZillSVP Global Shared Services and Business Processes

2016 BD. BD, the BD Logo and all other trademarks are property of Becton, Dickinson and Company.

Cloud-based Service that Modernizes and Transforms the EnterpriseHighly Secure and Available Enterprise CloudSaaS Business Model~3,200Enterprise Customers~4,200Global EmployeesMajor SitesSan Diego, Silicon Valley, Seattle, Amsterdam, London, Sydney, Israel, India

$28M$64MFY10FY09$425M

$244M

$128MFY11FY12FY13$683MEnterprise CloudNYSE: NOWStrong Revenue & Growth$1BNFY14 FY15FY16E$1.370-$1.380BNThe Enterprise Cloud Company

2016 ServiceNow All Rights Reserved#

Confidential3

2016 BD. BD, the BD Logo and all other trademarks are property of Becton, Dickinson and Company.

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CareerTexas Instruments Manufacturing engineer weapons and semiconductors Motorola Semi-conductors, many roles On Semiconductor, Motorola LBO / IPO my first job as a CIO Cisco SystemsIT, Marketing, IBSG, Linksys Acquisition ResMed CIO CareFusion CIO BD Global Shared Services and Business Process (Since 2015). Appointed to the BD management committee in 2016EducationBS Industrial Engineering, University of Tennessee MS Financial Management, University of Texas @ Dallas

Top Tech Exec 2015 San Diego Lifetime Achievement323Neanderthal variants97thPercentile of 23andMe customers3.2% of my DNA is Neanderthal

My Journey

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Traditional ModelSilo Functional ServicesCurrent EffortEnterprise Services TransformationFutureOrchestrate Global Business ServicesLocal optimums at bestUnmeasured Not Scalable Variable QualityInefficient Vertical Optimization Horizontal OptimizationService Orchestration across organizations

Our JourneyCombination of Business Process Engineering, Global Shared Services and Modern Technology Platforms

FinanceProcurementSales & MarketingIT

Employee ServicesCustomer ServicesFacilities ServicesSupplier ServicesLift and ShiftEliminateSimplificationSelf-ServiceAutomation

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Optimizing work @BD6Lift and ShiftMove work to a lower cost locationEliminateEliminate unnecessary stepsSimplificationImprove and simplify workSelf-ServiceEnable the customer to service themselvesAutomationAdd Robotic Process Automation where possible

Beautify and font sizes6

Resulting cost of running the business after GSS BPE optimization efforts2016Lift and ShiftEliminateSimplificationSelf-ServiceAutomation

$$M$MToday+$$$MMy Personal Stretch Goal

Cost savingsBaseline cost of running the business with no GSS or BPE action takenValue Realization for GSS & BPE Overhead and Technology Investments for Global Shared Services

There are 5 levers that improve cycle time of work:Lift and ShiftEliminateSimplificationSelf-help require digitalAutomation require digital

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GSS Foot Print Follows the Sun

Chile

India

BelgiumPTFRTP

PolandRTP

Texas, USA

MalaysiaPTFOTC

SingaporeOTC

~205~458~109~148~80~120~1676311QTCAARPTPRTRHTRVAR

QTCPTPRTRHTRVARPTFPTPITRVARHTRPTPVARHTRRTRQTCVARQTCVAR

Bot in productionPeopleQTCAARPTPAsset acquire to retireQuote to cashProcure to payRTRHTRVARHire to retireRecord to reportVariousPTFRTPOTCRequest to payPlan to forecastOrder to cashITRIssue to resolution

Change Robots to Red to Match the red on Automation lever8

Service Now Enterprise Service Management Platform

Simple Work Flows

Project ManagementLift and ShiftSimplifications, Automations

OpportunitiesShared Services Process ImprovementsWorkflowsAutomationsDEMANDOPERATIONSPROJECTS * MOVES2nd Lift and ShiftContinuous ImprovementRUN THE BIZService Now Platform / Workflow / Akritive / Blackline / Qlikview / Automation AnywhereCommunications and Change ManagementVISIBILITY & METRICS

Complex Work FlowsMetricsCASE MANAGEMENTEveryone sees status and work related to them via Web or Mobile in real-time.ManagerMeasure Metric & Manage Approvals ProviderHelp when neededApprovalsFulfillerPrioritize Work Nothing is lostComplete record RequesterWeb or mobile request

Moving work..

Lift and ShiftEliminateSimplificationSelf-helpAutomation

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Super charging Service 10

Opening email and attachmentsLogging into web/ enterprise applicationsMoving files and foldersCopying and pastingFilling in formsReading and writing to databases

Scraping data from webConnecting to system APIsMaking calculationsExtracting structured data from documentsCollecting social media statisticsFollowing if/then decisions/rulesBegan Late 2015Worked the InfoSec / SOX / Risk anglesDeveloped infrastructure and BOT- TLC training life-cycle 15 Bots in production, many more in training ~15K$/yr Focus on filling potholes and completing workflows; NOT a substitute for core platformsSupercharge Service Management With Automation

Super charging Service 11

Isolated Plan to Forecast ProcessDigital Service Roadmap

View into progress in company end to end goals. Allows individuals to see how they fit, and how they can help their neighbors. Gets associates to talk to each other, and make mutual improvements.Hearts and Minds tool. Not a big data tool.Young companies do this naturally.

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BD.com/servicesModern Shared Services Single System of Engagement

Building a modern SERVICES store. 13

14Thank you!

2016 BD. BD, the BD Logo and all other trademarks are property of Becton, Dickinson and Company.

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