More Productive Technologies, the New Necessity

ServiceNow Corporate PowerPoint Template

Re-Imagining the Service Desk: Introducing New Levels of Productivity Udi GotliebDirector Product MarketingServiceNow

2016 ServiceNow All Rights ReservedConfidential

2016 ServiceNow All Rights ReservedConfidential

2016 ServiceNow All Rights Reserved#

Confidential

1

The Enterprise Cloud Company

Enterprise CloudCloud-based service that modernizesand transforms the enterpriseHighly secure and available enterprise cloudSaaS business modelNYSE: NOW~4,800Global EmployeesMajor SitesSan Diego, Silicon Valley, Seattle, Amsterdam,London, Sydney, Israel, India

$28M$64M$128M$244M$425M$683MStrong Revenue & Growth$1.005B$1.391B$1.820-$1.850B


ConfidentialDont feel like you have to read this entire overview. You can make it your own.

ServiceNow - The Enterprise Cloud CompanyEnterprise Cloud & Strong Revenue GrowthServiceNow is the enterprise cloud company. Our cloud-based service modernizes and transforms the enterprise. We are the fastest growing cloud company in the history of cloud. I'm not saying this to pat ourselves on the back. This is important because it is a strong indication to where large companies are investing.

NYSE: NOWWe continue to invest heavily in all areas of the business to stay ahead of customer demands and continue to reshape the perception of enterprise software. We have more than 4,800 employees and operate across the globe. We have major sites in San Diego, Silicon Valley, Seattle, Amsterdam, London, Israel and Sydney. To exceed the requirements of the largest enterprises, our cloud is offered in 16 data centers globally to create 8 paired data centers for redundancy and data sovereignty.

3/3/17 2012 ServiceNow All Rights Reserved2

HRSECURITYCUSTOMERBUSINESSAPPSSERVICEITThe Lightspeed Enterprise

2017 ServiceNow All Rights Reserved



Confidential

3

Create Your Lightspeed Enterprise With ServiceNowPlatformCloud Infrastructure

BUSINESS APPS

IT

SECURITY

HR

CUSTOMER SERVICE

HRSECURITYBUSINESSAPPSCUSTOMERSERVICEIT 2017 ServiceNow All Rights Reserved



ConfidentialServiceNow provides IT services for 5 key areas of your business IT, Security Operations, Customer Service, HR and building business applications. In todays program well focus on IT, but you can find more information on our other offerings on our webinar calendar.

IT can increase agility and lower costs by consolidating legacy tools into a modern, easy-to-use service management solution in the cloud.

Those services help your organization make requests and fulfill those requests quickly. You can energize employees, increase service levels and get game changing economics with any of these services, but they are all built on a common platform and you can get unique value when you use them together. Finally, this is all on a cloud infrastructure. Lets dig into the platform and infrastructure a bit more.4

BUSINESS APPS

IT

SECURITY

HR

CUSTOMER SERVICE

Predictive AnalyticsSingleDatabaseKnowledgeBaseDeveloperTools

WorkflowContextualCollaborationServiceCatalogSubscription & NotificationServicePortal

Multi-instance

Secure & CompliantScalable

Create Your Lightspeed Enterprise With ServiceNow



Confidential

5

Cloud Shift and Implications for ITAvoidance CreatesRisks for IT Departments

89%IT lacked the skills to shift to cloud-first

88%Cloud could replace IT department

72%Shift increases ITs relevance

68%IT will become essential in the futureLOBs and DevOps wantIT to be a strategic partnerEmbracing Creates NewLeadership OpportunitiesSource: ServiceNow, Cloud ComputingTipping Point Survey


Confidential

6

ITSM on Complex Legacy Tools

Change

SoftwareAssets

Knowledge

Mobile

Catalog

Incident

Reporting

Reporting

Assets

CMDB

Discovery

Change

Problem

Reporting

Knowledge

Incident

COSTS

PRODUCTIVITY


Confidential

7

ITIL Best Practices on the ServiceNow Enterprise Cloud

ENTERPRISE CLOUD

User Experience

450%AVERAGE ROI

46.6%PRODUCTIVITYGAINSource: IDC, Delivering Enterprise Value with Service Management

Incident, Problem, Change ManagementConfiguration, AssetManagementKnowledge, Dashboards & BenchmarksSingle System-of-Record


Confidential

8

Run a Kanban-style Service Desk with Visual Task Boards

Faster WorkAssignment

ImprovedVisibility


Confidential

Confidential9


Confidential

10


Confidential

11


Confidential

12

Service Desk Manager

IT Executive

UserHow can I see trends that affect cost and quality?How can I work more efficiently deliver support?How can I make more informed business decisions?Aligning IT People with Same, Actionable Information

Service Desk Technician


Confidential

13

How Performance Analytics Drive Better IT Service Delivery

Executive Service Desk Manager

Service Desk TechnicianGain insight for tracking performance against organizational objectivesIdentify most impactful areas where automation and self-service to increase efficiency and reduce costsIn-application analytics to expedite incident and problem resolution Monitor the state of business services from a single dashboard Quickly identify and take action on process bottlenecks and redundancies


ConfidentialWell, good luck with that!


Confidential

Enterprise CloudDeliver ServicesIT Service ManagementIn-Platform Continual Service Improvement Performance Analytics

Service CatalogIncidentProblem

CMDBAnalytics

Reporting

Service Level Management

Service Records

Process Insight3rd Party Metrics


Confidential

16

IT Executive Needs to Know Overall Service Performance


Confidential

17

Service Desk Manager Needs Service Desk Command Center


Confidential

18

Service Desk Technician Needs Tools to Drive Faster Resolution


Confidential

19

Service Desk Technician Needs Tools for Faster Resolution


Confidential

20

Benchmarks

ComparePerformance

ContinualImprovement


Confidential

21

Real Value Outcomes

46,000HOURS SAVEDPER MONTH

40%REDUCTION INCALL VOLUME

7.7MONTHSTIME TO PAYBACKLogos are trademarks or registered trademarks of their respective owners and not ServiceNow


Confidential

22

Everyone Can Benefit

VP of IT / CIOLower Cost and Faster Time to Market Director, IT OpsAgility, Flexibility, Innovation

System/Service Desk Admins Productivity and Ease of UseFunctional IT ManagersInnovate vs. MaintainEnd UsersCustomer engagement and delight

Dir/Mgr, IT Service DeliveryIT Service DeskHigh Quality, Reliable IT Service


Confidential

23

Want to learn more?

Visit our website!

Engage in the conversation and visit the ServiceNow community:http://community.servicenow.com

Udi GotliebDirector Product MarketingServiceNow

[email protected]

# 2016 ServiceNow All Rights ReservedConfidential# 2016 ServiceNow All Rights ReservedConfidential


Confidential

24

Technology

More Productive Technologies, the New Necessity