Example Messaging Snippets for Communications

This document has snippets of common benefits realized by our customers using the ServiceNow platform that can be used as message starters.

The messaging you finalize for your communications should consider your company’s specifics in terms of functionality and the unique business issues and goals for which you are solving. Take the time to understand what the benefits are for your enterprise and users, then modify the message starters – this will assist with connecting to your audience.

Table of Contents

MODERNIZE IT SERVICE MANAGEMENT...............................................................................................3INCIDENT MANAGEMENT...............................................................................................................................3CHANGE AND RELEASE MANAGEMENT.............................................................................................................4PROBLEM MANAGEMENT...............................................................................................................................5ASSET MANAGEMENT...................................................................................................................................5SERVICE CATALOG.........................................................................................................................................6KNOWLEDGE MANAGEMENT..........................................................................................................................7SERVICE LEVEL MANAGEMENT........................................................................................................................7SURVEYS AND ASSESSMENTS...........................................................................................................................8

ELIMINATE SERVICE OUTAGES..............................................................................................................9DISCOVERY..................................................................................................................................................9SERVICE MAPPING......................................................................................................................................10EVENT MANAGEMENT.................................................................................................................................10ORCHESTRATION.........................................................................................................................................11CMDB (CONFIGURATION MANAGEMENT DATABASE).......................................................................................11OPERATIONAL INTELLIGENCE.........................................................................................................................12

MANAGE CLOUD SPRAWL..................................................................................................................13

RESOLVE REAL SECURITY THREATS FAST.............................................................................................14SECURITY OPERATIONS................................................................................................................................15GOVERNANCE, RISK, AND COMPLIANCE..........................................................................................................15

TAKE CONTROL OF YOUR APPS, PROJECTS, AND FINANCIALS.............................................................17PROGRAM AND PORTFOLIO MANAGEMENT.....................................................................................................17

Demand Management.......................................................................................................................17Resource Management......................................................................................................................18Project Portfolio Management...........................................................................................................18

APPLICATION PORTFOLIO MANAGEMENT........................................................................................................19Application Portfolio Management....................................................................................................19Software Asset Management.............................................................................................................19

IT FINANCIAL MANAGEMENT........................................................................................................................20Financial Planning..............................................................................................................................21Financial Reporting............................................................................................................................21

Cost Transparency..............................................................................................................................21AGILE DELIVERY..........................................................................................................................................21

Agile Development.............................................................................................................................21Test Management..............................................................................................................................22

RESOLVE CUSTOMER ISSUES AT LIGHTSPEED......................................................................................23CUSTOMER SERVICE MANAGEMENT...............................................................................................................23FIELD SERVICE MANAGEMENT.......................................................................................................................24KNOWLEDGE MANAGEMENT........................................................................................................................25

OPTIMIZE PERFORMANCE WITH REAL-TIME ANALYTICS.....................................................................27PERFORMANCE ANALYTICS...........................................................................................................................27

CONSUMERIZE THE EMPLOYEE SERVICE EXPERIENCE..........................................................................29HR SERVICE DELIVERY.................................................................................................................................29ENTERPRISE ONBOARDING AND TRANSITIONS..................................................................................................30EMPLOYEE SERVICE CENTER..........................................................................................................................31CASE AND KNOWLEDGE MANAGEMENT..........................................................................................................32

BUILD BUSINESS APPLICATIONS AT LIGHTSPEED.................................................................................33SERVICENOW PLATFORM.............................................................................................................................33SERVICE CREATOR.......................................................................................................................................33SERVICE PORTAL DESIGNER..........................................................................................................................34DELEGATED DEVELOPMENT..........................................................................................................................34STUDIO IDE...............................................................................................................................................35INSTANCE SECURITY DASHBOARD...................................................................................................................35GUIDED TOUR DESIGNER.............................................................................................................................35EXAMPLE BUSINESS APPLICATIONS.................................................................................................................36

Facilities Management.......................................................................................................................36Legal Service Management................................................................................................................36Marketing Service Management........................................................................................................37Vendor Performance Management....................................................................................................37

INDUSTRY SOLUTIONS........................................................................................................................39FINANCIAL SERVICES WITH SERVICENOW.........................................................................................................39HEALTHCARE..............................................................................................................................................39HIGHER EDUCATION....................................................................................................................................40LIFE SCIENCES............................................................................................................................................40PUBLIC SECTOR..........................................................................................................................................40

PLATFORM CAPABILITIES – ACROSS SOLUTIONS.................................................................................41REPORTING...............................................................................................................................................41EDGE ENCRYPTION......................................................................................................................................41CONNECT..................................................................................................................................................42WORKFLOW..............................................................................................................................................42VISUAL TASK BOARDS..................................................................................................................................43MOBILE....................................................................................................................................................43

Modernize IT Service ManagementHow to Modernize IT Service Management Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-improve-it-delivery.pdf

Deliver a Single Cloud-Based IT Service Management Platform

Get Up and Running Quickly: Guided setup with embedded help makes it easy to standardize service delivery and automate manual,

repetitive setup tasks

Assign Work Fast Automated routing, drag-and-drop assignments, and integrated collaboration simplify the way teams

work together

Simplify Service Delivery Easily configured portal provides users with a consumer-like experience for requesting and tracking

services

Gain Control with Full Service Visibility Dashboards provide consistent and actionable information for service demand, service-level compliance,

and other key performance indicators

Incident Management

Streamline service restoration following an unplanned disruption to service delivery

Rapidly Restore Service Quickly determine the impact and potential cause of an incident, correlating incidents with recent

activities, such as changes, that may have caused them Easily search for solutions and workarounds in the ServiceNow Knowledge Base Restore service even faster with self-service password resets and pre-defined automated fixes for

common issues using ServiceNow Orchestration

Improve End-User Satisfaction Provide anywhere, anytime service support with built-in mobile access Empower users to find answers and get help through an intuitive, self-service portal Encourage collaboration and crowdsourcing with embedded social IT

Drive Service Improvement Provide real-time transparency into operations with configurable, role-based dashboards Identify service improvement and training opportunities with survey and knowledge article capabilities Drive decision making by monitoring Key Performance Indicator (KPI) trends with ServiceNow

Performance Analytics

Incident customer testimonial - Standard Life: Increased service-level agreement compliance 25% for incident management.More Incident Information Resources: http://www.servicenow.com/products/it-service-automation-applications/incident-management.html

Change and Release Management

With a centralized system of record and a single integrated change calendar, you’ll minimize the risks and costs associated with rapid changes, and be better positioned to set expectations around change management in your company

Integrated Change Process Across IT Provide a single, auditable repository of all planned changes and releases Reduce duplication of effort with right-click- integration to other ServiceNow delivery processes Access accurate asset and service information, straight from the ServiceNow Configuration Management

Database (CMDB)

Reduce Costs Lower the expense of business-critical service downtime Curtail IT costs of change-related incidents and problems Minimize financial impacts by backing out unsuccessful changes or by quickly deploying change fixes Increase efficiency and accuracy by utilizing the Standard Change Library

Improve Service Relationships with the Business Help users understand the complexity and risks associated with changes Better manage expectations about change timeframes Increase user satisfaction with predictable and well-executed change and release cycles

Gain Insight into Changes and Releases Offer increased visibility into the change schedule with an intuitive change calendar Protect business operations and ensure that the right risk and impact factors are being considered with

dynamic calculations in the change risk calculator Understand change conflicts with other changes or blackouts by using embedded ITIL change

management collision detection Improve configuration management and asset management data quality through closed-loop change

management

Control Change Across Functions Provide insight into the potential business risks associated with an IT change Create, monitor, approve, and execute changes anywhere, anytime, on any device Support functional and geographic differences via chat and ServiceNow Live Feed collaboration Leverage virtual chat rooms for emergency approvals or on –the-fly change advisory board meetings

Change customer testimonial – Lennox International: IT now tracks all infrastructure changes and submits them weekly to the company’s Change Review Board for approval. This greatly reduces the risk of dependence on unavailable assets.

More Change Information Resources: http://www.servicenow.com/products/it-service-automation-applications/change-and-release-management.html

Problem Management

Minimize the business impact of service disruptions, and prevent future disruptions from occurring

Increase Business Productivity Reduce the time and effort IT spends resolving repeat incidents Minimize service disruptions and their impact on the business Speed resolution times by publishing solutions and workarounds in a knowledge base

Accelerate Root Cause Analysis Investigations Determine the impact and potential cause of a problem with right-click access to service relationships and

configuration item health Correlate problems with recent activities, such as the changes, that may have caused them Deliver superior troubleshooting quality and consistency using the Kepner-Tregoe structured problem

analysis methodology

Improve Transparency and Communications Provide real-time transparency into operations with configurable role-based dashboards Give updates to all service subscribers through email with built-in subscription-based notifications

Problem customer testimonial - Lexmark: The Lexmark team has standardized practice on a global basis allowing them to respond more quickly to problems, direct change, and enable the organization to scale as needed.

More Problem Information Resources: http://www.servicenow.com/products/it-service-automation-applications/problem-management.html

Asset Management

Gain full visibility and control of your hardware and software assets.

Depend on one source of truth Make informed asset decisions – around capacity, asset refresh, vendors, and more – using accurate asset

portfolio data consolidated within a single system of record Access both business and configuration information assets by linking the asset repository with the

ServiceNow configuration Management Data Base (CMDB) View a single pane dashboard that shows the organization’s software portfolio, including what is owned,

what is deployed, and the variance Monitor Key Performance Indicator (KPI) trends with ServiceNow Performance Analytics

Reduce Costs Lower software spends by making informed decisions on software need and the potential to use lower

cost software versions Reduce wasted resources by identifying and removing underutilized assets Automate asset lifecycle processes in order o eliminate repetitive human tasks and the associated costs Consolidate vendors and asset models, and retire contracts that no longer provide value to the business

to lower maintenance costs Influence asset demand and expense by displaying asset prices in the ServiceNow Service Catalog and

issuing chargebacks using ServiceNow Cost ManagementEnhance Governance

Control asset distribution by centralizing request through a role-based service catalog Enforce policies, contractual agreements, and regulatory requirements when new requests are

submitted; using workflow to validate requester eligibility and to obtain approvals before fulfillment Confirm all internal and external compliance requirements are met by periodically testing controls

with ServiceNow Governance Risk and Compliance Track entitlements so that unauthorized software can be flagged for removal or new license purchase

Mitigate Risks Accurately track software license compliance and usage Reduce audit preparation efforts Notify contract owners when renewal and expiration dates approach to prevent lapses in coverage Strengthen change management risk calculations by including business information about assets, such as

age or lease expiration date

Asset customer Testimonial – Informa: Before ServiceNow, Informa kept asset information in individual spreadsheets, which made it difficult to define processes and build relationships among the assets.

More Asset Information Resources: http://www.servicenow.com/products/it-service-automation-applications/asset-management.html

Service Catalog

End-users seek modern ways to interact with IT and other shared services groups across their organization

Deliver a Modern Service Experience Provide end-users with a single storefront to request any IT or business service, backed by a single or

multiple service catalogs Provide a self-help interface to enable consumer-like interactions wit IT and other corporate service

providers such as HR and facilities Achieve higher customer satisfaction by aligning service offerings with customer needs

Increase Operational Efficiency Promote self-help and menu-driven requests to reduce service desk and call center workloads Use the Catalog Item Designer feature to grant Service Owners the ability to create and maintain items in

the service catalog, items that include workflow for approvals and multiple delivery teams Eliminate duplication of effort, ensure accuracy of information, and speed up process execution with

automated fulfillment across the enterprise

Deliver Insightful Financial Reporting Publish service levels, including tiers and their respective cots to set user expectations Use chargeback and differential pricing models to better manage demand Use service catalog usage and cost data to better assess demand for services, service costs, and

improvement opportunities

Service Catalog customer testimonial – Lexmark: The Lexmark team has standardized practices on a global basis allowing them to respond more quickly to problems, direct change, and enable the organization to scale as needed.More Service Catalog Information Resources: http://www.servicenow.com/products/it-service-automation-applications/service-catalog.html

Knowledge Management

Capture knowledge from across the organization and package it up to make it readily available for shared use

Improve Workforce Effectiveness Through Self Help Empower employees to easily search for knowledge through a self-service portal Expedite knowledge creation and improve workforce engagement through social Q&A

Analyze knowledge consumption trends and take proactive action to improve service delivery Expand knowledge management outside of IT with multi-departmental knowledge base support

Reduce the Costs of Service Delivery Reduce the number of escalations to level 2 and level 3 by equipping service desk technicians with

actionable knowledge articles for most common problems Integrate knowledge directly from incidents, problems, and change requests’ resolutions Bootstrap your knowledge base directly from existing word document library through mass document

import

Deflect the Number of Incidents Propagate knowledge to prevent incident creation using contextual search Enable non-IT users to resolve IT problems, find HR information and policies, and retrieve legal guides

with contacting the help desk Access knowledge articles and get questions to answers on any device, anytime

Knowledge customer Testimonial – Automic: Knowledge search in a Self-Service Portal to deliver outstanding B2B customer service

More Knowledge Information Resources: http://www.servicenow.com/products/knowledge-management.html

Service Level Management

ServiceNow® Service Level Management (SLM) is a comprehensive platform capability used to document and track all service level commitments between IT and non-IT service providers and their customers.

Once defined, SLM provides detailed visualizations to easily understand active SLAs, automates notifications and escalations to keep all relevant parties informed, and provides access to key metrics to understand organizational performance against service commitments.

Centralize how you manage your service level agreements (SLAs), automate your workflow to avoid SLA breaches, and proactively manage SLAs at risk.

Centralized SLA Management• Define all IT and non-IT service level commitments and monitor performance in one system• Easily document SLA, operational level agreement (OLA), and underpinning contract (UC) definitions for IT

and non-IT services based on your organization's requirements• Specify the schedule, timings, conditions, workflows, and other information required to meet agreements• Whether you are a provider or consumer, easily see service level expectations and real-time status

updates

Workflow Automation• Deliver service consistently to reduce SLA breaches and improve customer satisfaction• Configure your workflows to take automated actions to support SLAs; for example, remind users to

complete tasks or notify supervisors when an SLA is about to breach

Service Level Timeline• Gain detailed insight into the evolution of an SLA• Proactively manage SLAs at risk• Learn which related task events triggered SLA stage changes

• See all SLAs associated with a related task View details such as the stage a task SLA is in and if it has breached

• For a task SLA, see the actual and business elapsed time and percentage, and the actual and business time left in days and hours

Surveys and Assessments

Continual Service Improvement (CSI) is more than just the fifth stage in the ITIL process. CSI is an integral part of the entire service lifecycle for organizations committed to delivering a better service experience. With ServiceNow® Surveys, you can create surveys and collect responses around various aspects of service delivery, right from within the ServiceNow platform. With ServiceNow Assessments, you can evaluate, score, and rank items, processes, or projects. For example, you can assess projects that executives want to evaluate for effective management, or rate and compare a vendor's goods and services.

Understand how your internal clients or customers experience your service delivery, assess your performance, and identify actions you can take to continually improve.

Integrated Experience• ServiceNow Surveys are available within the Now Platform™• Agents or Service Desk Managers can administer surveys without leaving the platform• Recipients can respond from within the Service Portal, giving them a consistent service experience

Consumer-Friendly Interface• Offer more modern and consumer-like business surveys• Take advantage of our mobile-friendly interface and allow users to respond from any device• Support the selection of multiple answers, offer ranking-type questions, and even allow recipients to

respond with predefined emojis to indicate their level of satisfaction

Agent-Friendly Capabilities• Create, schedule, and send surveys from a single page• Save drafts until you are ready to publish the survey• Customize the color scheme, create conditional questions, and allow users to change their responses • Analyze results by category to get deeper insights faster• Enable easier auditing by deactivating surveys without deleting them

Fast Feedback• Create and get feedback on evaluations such as Vendor Assessment, Project Assessment, and Risk

Assessment• Attach all relevant records in a single assessment• Assign sections of the assessment to specific stakeholders as needed

Eliminate Service OutagesHow to Eliminate Service Outages Infographic:

http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-prevent-it-outages.pdf

Proactively Identify Service Issues, Pinpoint Disruptions, and Automate Remediation

Proactively Identify Issues Know the status of critical business services through a single dashboard; IT will be the first to know before

problems arise

Pinpoint Disruptions Quickly identify the business services experiencing problems, review the infrastructure and operational

data to determine root cause and the best approach to resolution

Automate Remediation Reduce time to resolution by seamlessly connecting information, people, and processes; automatically

remediate problems and initiate the incident process, understand the impact of change, gain approvals as needed, and continually communicate with all stakeholders through resolution on a single platform

Discovery

Discovery product offers a repeatable and reliable method to identify the elements of enterprise hybrid infrastructure, making it possible to capture an accurate and up-to-date map of CI relationships. When paired with ServiceNow Service Mapping, it enables you to accurately identify all services and infrastructure across the enterprise.

Discover Hybrid Infrastructure Quickly Rapid non-disruptive discovery with an agentless architecture Software probes, sensors, and patterns that can be easily modified Automatically match discovered devices with existing CIs in the CMDB Map CI relationships

Enhance Service Processes Integrated mapping of hardware, software, virtual and cloud resources, and running applications Faster problem resolution Lower-risk change execution

Identify and Interrogate Custom Devices and Applications Customize discovery commands, fields, tables, and relationships descriptions Easy and bi-directional integration for federation with other data sources Integrate with third-party applications such as industry-standard Privileged Access Management solutions

Discovery customer testimonial – Kimberly-Clark: With Discovery, Kimberly-Clark has greater visibility, automati0n, and control over 850,000 configuration items and 1.5 million IP addresses

More Discovery information resources: http://www.servicenow.com/products/discovery.html

Service Mapping

Become Service-Aware Extend the ServiceNow CMDB to be service-aware by automating the creation and maintenance of

accurate end-to-end service maps across hybrid infrastructure Increase availability of key business services by prioritizing component-specific incidents based on the

impact to the business

Gain Instant Visibility of Service Health and Availability Equip IT staff to respond quickly and efficiently to critical business issues Reduce Mean-Time-To-Repair (MTTR) through rapid isolation of underlying causes of service-impacting

problems – without the need for inefficient ‘war-room’ scenarios

Understand the Business Impact of Change Determine how change management processes impact the availability of critical business services by

correlating problems with recent change activities Quickly understand if a detected change is approved or not, if an approved change has been deployed

correctly and potential cascading changes required, prior to approving a change request

Dramatically Simplify Service Continuity Planning Know what needs to be included in data center migration efforts and which IT components need to be

replicated in a backup data center to guarantee service continuity Automate the creation and maintenance of accurate business service topology maps to ensure that there

are no omissions that could compromise continued service operation

Service Mapping customer testimonial – El Al Airlines: “The visibility provided by ServiceWatch allowed us to drastically improve our time to resolution of critical

IT issues.”

More Service Mapping information resources: http://www.servicenow.com/products/service-mapping.html

Event Management

With ServiceNow Event Management, we can reduce event noise, prevent outages with predictive machine-learning capabilities, and act rapidly and effectively to keep your business running smoothly.

Increase Service Availability Filter incoming events to reduce noise by 99% and generate qualified alerts Automatically trigger IT processes for rapid remediation of service-impacting issues Prevent outages by seeing the knock-on effects of critical alerts, with percentage of probability Prevent outages with ServiceNow Operational Intelligence by seeing infrastructure anomalies that

indicate potential service outages Automatically create incidents and trigger IT processes for rapid remediation of service-impacting issues

Understand Impact On Business Services Gain visibility into how services are impacted by events with an intuitive dashboard and interactive

dependency views Prioritize issues appropriately to ensure the availability of services critical to your business Define SLAs for business services and CI statuses to measure availability of services and infrastructure

Leverage Existing Infrastructure Monitoring Easily connect existing monitoring tools to ServiceNow with a simple, high throughput REST API Consolidate multiple event sources into a single management console Use out-of-the-box connectors and create custom connectors with JavaScript

Use A Common Knowledge Base and Data for All IT Processes Leverage the ServiceNow platform to correlate alerts with ServiceNow’s incident, problem, and change

capabilities Implement automatic remediation through orchestration

Event Management customer testimonial – Zillow: Zillow Group creates a unified view of events and incidents across their data center

More info: http://www.servicenow.com/products/orchestration/event-management.html

Orchestration

Automate IT processes, configure business services, and remediate service issues

Accelerate Service Delivery Reduce cycle time and effectively accelerate delivery of services to the business Quantify the actual and projected value of automation Provision, update, and clone complete business services automatically Break down service provisioning into a modular set of infrastructure services that can easily be swapped

out to adapt services to different environments and underlying technologies

Improve Quality of Service Use automation to improve responsiveness to business needs, and replace error-prone manual and

stitched-together methods that result in service outages Automate the configuration of data center assets Respond quickly and easily to configuration change requests by offering provisioning, automation, and

more through the ServiceNow Service Catalog Provide end-users with a consistent, streamlined user experience for resetting passwords

Gain Control and Ensure Compliance Define and drive the desired state of infrastructure rom the single system of record in ServiceNow

Orchestration customer testimonial – Flex: “Change is a business requirement for us. ServiceNow lets us anticipate business needs and react to them quickly. ServiceNow enables us to be fast and to be good at providing solutions to the business.”

More Orchestration information resources: http://www.servicenow.com/products/orchestration.html

CMDB (Configuration Management Database)

Gain Visibility Into Your IT Environment• Consolidate disparate IT management systems into a single system of record that enables you to see all of

your IT assets and how they're functioning at all times

Build and Maintain a Single System of Record• Store and manage infrastructure and service information only once• Reduce duplication of effort and cost

• Ensure information accuracy• Accelerate process execution

Shape the Enterprise Service Model• Get an end-to-end view of configuration item lifecycles and relationships• Maintain data integrity through workflow, escalations, and scheduling• Trust validated configuration data when making decisions about change

Gain Actionable Insight• Use data visualization to provide context• Understand the impact of incidents, problems, and changes on configuration items (CIs)• Flag unapproved changes to CIs for change governance• Pinpoint the underlying causes of service issues for faster mean time to recovery

Enable IT Service Processes• Speed resolution of incidents and problems• Reduce risks associated with change• Improve the speed and quality of change• Make better decisions around how assets are used

CMDB customer testimonial – Kimberly Clark: “It’s now a less hands-on process for us to maintain the CMDB, and that allows us to put more effort into maintaining manual relationships among the configuration instances (CIs), which we couldn’t often do before.”

More CMDB information resources: https://www.servicenow.com/products/servicenow-platform/configuration-management-database.html

Operational Intelligence

Prevent Service Outages• Operational Intelligence, added to ServiceNow Event Management, uses a range of advanced machine-

learning techniques for operational metrics to identify potential problems and prevent services outages• See infrastructure anomalies in real-time before services fail, instead of waiting for monitoring tools to

detect a failure after it happens

Proactive Analysis of Infrastructure Performance and Thresholds• Analyze raw operational metric data related to your infrastructure, in conjunction with events and alerts

from monitoring tools• Eliminate the need to set and manage hundreds or thousands of monitored thresholds with our machine-

learning algorithms which automatically create dynamic thresholds for normal behavior

Detect Anomalies That May Indicate Service Outages• Identify infrastructure metrics with high out-of-bound values that indicate a given component may cause

a failure or service outage Investigate anomalies by comparing metric values across infrastructure items• Automatically promote anomalies to become alerts for preventive action

More Operational Intelligence information resources: https://www.servicenow.com/products/operational-intelligence.html

Manage Cloud SprawlHow to Manage Cloud Sprawl Infographic:

http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-manage-cloud-sprawl.pdf

Gain Cloud Service Oversight, Minimize Risks, and Reduce Costs—Simplified Through Self-Service

Complex Cloud Management Made EasyKeep pace with business innovation without losing control of your cloud environment. ServiceNow Cloud Management enables the rapid provisioning of cloud resources while maintaining consistent management and multi-cloud cost visibility to eliminate VM sprawl.

Accelerate Delivery of Public and Private Cloud Services• Speed up the design and simplify the delivery of cloud resources, manage the lifecycle for multi-cloud

environments with a single system of action for increased service quality, standardized operational process and reduced remediation effort

Gain Cloud Service Oversight, Minimize Risks• Control the deployment and govern the delivery of the right cloud resources to the right business

activities based on consistent policies and rules ensuring compliance and security needs are met

Deliver Enterprise-class Cloud Resources• Elevate cloud resources to enterprise-class with the delivery of VMs on VMware, Azure and AWS;

integrating with the CMDB platform architecture for consistent single system of action with security, incident and change management control over multi-cloud resources

Reduce Costs and Manage Cloud Resources• Provide a unified view for collective cost analysis to reduce costs and for better allocation of cloud

resources to business activities

Deliver A User Experience Simplified through Self-Service• Give users a single place to order and view cloud services for everything they need in a fast, consistent,

and easy-to-use experiences

Customer testimonial – Flex: Flextronics drives innovation and eliminates costs with virtual machine provisioning

More Cloud Management information resources: http://www.servicenow.com/products/orchestration/cloud-management.html

Resolve Real Security Threats FastHow to Resolve Real Security Threats Fast Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-resolve-security-incidents.pdf

ServiceNow Security Operations helps organizations connect security and IT, deliver faster, more efficient security response, and get a definitive view of their security posture.

Connect Security and IT• Easily hand off tasks between security and IT with a single platform; control access to sensitive security

data, and promote accountability across the organization

Increase Security Response Speed and Efficiency• Reduce time spent on basic tasks by using automation and orchestration, integrate your existing security

and vulnerability products with Security Operations

Get a Definitive View of Your Security Posture • Know that you’re secure with role-based dashboards and reporting, monitor critical assets through

correlation with the Configuration Management Database (CMDB)

Security Incident Response• Identify and prioritize critical incidents and use workflows and automation to speed up remediation

Vulnerability Response• Prioritize vulnerable items using business context to remediate systems at risk quickly

Trusted Security Circles• Share threat intelligence anonymously for greater context and faster identification of attacks

Threat Intelligence• Find Indicators of Compromise and enrich security incidents with threat intelligence data

Performance Analytics for Security Operations• Create real-time dashboards and reports with 50+ security-specific key performance indicators

Event Management for Security Operations• Reduce event floods from security monitoring tools

Orchestration for Security Operations• Automate IT processes, eliminate manual tasks, and remediate service issues

Security Operations

There are two things your security team needs to know: whether your business is secure, and if things are getting better or worse.

Deliver Efficient Security Response Attach incidents to the ServiceNow Configuration Management Database (CMBD) to gain insights into

threat behavior Integrate vulnerability scan data with ServiceNow ServiceWatch business critically Decrease the time to identify and contain an incident

Streamline Remediation Leverage IT Operations Management to enable security incidents and vulnerability to trigger automatic

patching, configuration changes or other standard workflows Automate basic jobs improving the bandwidth of the security analysts and response teams to respond

more efficiently to attacks and incidents

Visualize Security Posture Provide simple executive dashboards that clearly communicate security posture Automatically integrate security and IT to hold the overall organization accountable to solve security

problems quickly Reduce your overall security risk with the applications for Security Incident Response and Vulnerability

Response included

More Security information resources: http://www.servicenow.com/products/security-operations.html

Governance, Risk, and Compliance

Reduce risk exposure, gain clarity into compliance and audit initiatives, and automate the fulfillment of complex regulatory requirements

Control Your Risk Exposure• Real-time dashboards provide actionable information about high-impact risks, vendor status,

noncompliance, and significant audit findings

Prioritize and Respond to Your Most Critical Risks• Focus your efforts with an asset-centric approach that uses context to assess business impact and

appropriately prioritize activities

Slash Your GRC Burden• Automate tasks and orchestrate risk response with cross-functional process integration, reducing errors

and freeing analysts to work on high-value tasks

Policy and Compliance Management• Automate and manage policy and compliance lifecycles, and track compliance activities

Risk Management• Enable fine-grained business impact analysis and continuously monitor critical controls

Performance Analytics for GRC

• Create real-time dashboards and reports to detect failing critical controls between assessments

Audit Management• Use risk data to scope and prioritize audit plans, and automate cross-functional audit processes

Vendor Risk Management• Continuously monitor, detect, assess, mitigate and remediate risks in vendor ecosystems

Rely On a Single Source of Truth Automatically collect information from service management processes in ServiceNow as evidence of

compliance Validate information in the ServiceNow Configuration Management Database (CMDB) using data

certification

Reduce Compliance Complexity Manage publishing and version control of policies using document and knowledge management

capabilities built into ServiceNow Report assessment results and remediation activities through ServiceNow dashboards – the same ones

used for service automation

Streamline Audits Establish a set of process for validating controls and control tests using audit definitions Reduce the time and effort required to gather compliance evidence by automating defined collections on

a scheduled basis Prepare for audits by organizing and assigning tasks that need to be performed before and during an audit

Mitigate Risk Ensure continued compliance by enforcing policies and directives with controls and control tests Respond to control test failures and audit observations as they happen by automatically creating

remediation tasks Improve Service Delivery

With integrated GRC and Service Management, the same controls used to address GRC obligations can also lower costs and improve operational performance

By defining your services and having the right processes and controls in place, you can ensure your services are being delivered effectively

GRC customer testimonial – CareWorks: The audit team at CareWorks is saving $128,000 with a shared services model for IT and IT governance, risk, and compliance

Additional Governance Risk Compliance information resources:http://www.servicenow.com/products/governance-risk-and-compliance.html

Take Control of Your Apps, Projects, and FinancialsHow to Take Control of Your Apps, Projects, and Financials Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-take-control-of-your-apps-projects-and-financials.pdf

Get visibility into your financial, project, and application portfolios—indeed into all the work across IT—with ServiceNow® IT Business Management (ITBM). Better manage demand, balance resources, plan budgets, and decide where to invest your dollars to best support organizational goals. When IT runs more like a business unit, it’s easier to show your value.

ServiceNow® Project Portfolio Management provides complete visibility across demand, resources, and projects—both planned and inflight. With centralized management across the entire process from ideation to production, you can deliver higher-quality services faster while optimizing resources and aligning with business strategy.

Gain Financial Visibility, Improve Cost Management• Establish IT-based cost models and gain visibility into the real costs of IT services. Optimize application and

project portfolio spends

Align IT Investment with Business Goals• Capture and prioritize all demand in one centralized system, then set longer-term priorities based on

business strategy with a dynamic scoring engine

Optimize Your Application Portfolio • Inventory all your applications in a single platform. Build a business capability map, then invest in,

improve, or retire them based on your criteria

Improve Project Quality and Delivery Velocity• Apply a single system of engagement for managing resources and projects in a consistent way with data

rolled up to improve overall management

Program and Portfolio ManagementWith visibility into the complete breadth of demand, all your resources, and your portfolio of projects, you can better align your efforts with corporate strategy, execute more quickly, and optimize resource allocation across all projects. ServiceNow connects the dots from the initial idea to project execution with ubiquitous visibility. Centralized demand management optimizes prioritization and planning. When demand becomes projects, resource management tracks planned and unplanned work in one place, providing visibility into resource usage. Agile management, testing, and other collaboration tools improve productivity and enable delivery of high-quality services faster.

Demand Management

Capture, assess, and manage ideas and demands from the business

Inform Executive Investment Decisions Make, manage, and validate future investment decisions based on strategic requests from the business Analyze demand trends and operational activities over time across all products and services

Provide Stakeholder Visibility

Ensure that the right people can evaluate, score, and rank requests, validating the associated business cases with an automated stakeholder registration

Use timeline visualizations to show all existing requests across the organization, and configurable bubble charts to enable stakeholders to compare requests based on common metrics such as risk ratings, return on investment, and cost

Integrate into Delivery Applications Centralize request intake, create a single system of record, and automate components of the demand

process Integrate with delivery applications such as ServiceNow Change Management, Software Development

Lifecycle (SDLC, and Project Portfolio Management (PPM)

Demand customer testimonial – Equinix: “I have a CIO dashboard where now all demand coming into IT comes in through ServiceNow. I can track projects, incidents, events, problems and requests.” Brian Lillie

Additional Demand information resources: http://www.servicenow.com/products/demand-management.html

Resource Management

See staff availability, allocation, and capacities for all work tracked in ServiceNow

ServiceNow Resource Management helps project and resource managers create plans, request staffing for projects, and assign people to specific tasks; it provides a consolidated view of staff availability, allocation, and capacities for all work tracked in any ServiceNow application, including projects, incidents, problems, changes, and even custom applications built on the ServiceNow Platform

Project Portfolio Management

Manage your entire project lifecycle and program portfolio

Improve Visibility into Projects• Centralized Demand Management for gathering, assessing, and promoting accepted ideas• View budget and manpower constraints alongside project value, and business goals for project planning

that aligns with business strategy

Keep Project Teams Informed• Track projects with Gantt charts, automated notifications and milestone tracking, and on-demand and

scheduled reports• Create disparate project interdependencies to avoid unforeseen slow downs

Adapt at the Speed of Business• ServiceNow PPM is easily deployed and built on the leading cloud platform• Support for Hybrid (Agile and Waterfall) Project Management

Project Portfolio Management customer testimonial – CareFusion: “As we went live and began using ServiceNow PPM, it became clear that the capabilities within ServiceNow were going to fuel the effectiveness of not only the PMO but the entire enterprise.”

Additional Project Portfolio Management information resources:http://www.servicenow.com/products/project-portfolio-management.html

Application Portfolio Management

Application alignment to business unit processes and overall corporate strategy has never been so critical as it is in today’s ever changing and often disruptive business environment. You need complete visibility into your application portfolio to optimize cost management, ensure alignment, and easily adapt to change. ServiceNow® Application Portfolio Management leverages the CMDB, discovery processes, and cost modeling to deliver a complete picture of your application portfolio. In-depth knowledge of the portfolio makes it easy to rationalize apps, resulting in cost optimization and alignment to both business processes and corporate strategy.

Application Portfolio Management

Align your app portfolio to a preferred architecture and drive application rationalization

Understand Key Metrics of all Business Applications in a Single System of Record• ServiceNow Application Portfolio Management offers insights into the health, cost, and performance of

applications that enable controlled application strategies; strategic application management reduces the cost of license overuse and underuse that often results from uncontrolled expansion

Improve Visibility into the Business Application Landscape• Build a library of applications based on information such as discovery data, surveys, and financial data to

see true costs• Utilize operations data to understand application performance and utilization• Map application performance and utilization to end-to-end business unit processes• Use a single location for roadmaps of all applications to understand the overall portfolio direction and

timelineEnd the Proliferation of Redundant Applications

• Identify applications that have redundant purposes• Determine scoring for applications to help choose applications for further focus• Make better decisions about investing in or retiring applications• Respond to demand management by confirming whether you already have an application that meets a

specific need

Software Asset ManagementSoftware can represent more than 20% of IT budgets and managing it can be complicated. Consolidating multiple spreadsheets can take days or weeks and many CIO’s spend time worrying about, or actually being in, software vendor audits as often as twice a year or more. At the same time millions of dollars are being spent on underutilized licenses every year. ServiceNow Software Asset Management enables organizations to utilize a single system of action that helps them seamlessly transform from reactive software asset management practices to a proactive culture of always being ready for an audit and always being aware of unused licenses.

Always be ready for an audit and continually reduce expenses by managing software compliance and reclaiming unused licenses. With ServiceNow Software Asset Management you can proactively manage your software and reinvest the dollars saved back into IT.

Match Software with Contracts• Discover the software products installed across your organization• Understand how your software aligns with contract and purchasing terms based on normalized values

from our extensive software library• Accurately count and reconcile software installed with products purchased, and know from a licensing

perspective that entitlement to v11, for example, corresponds with 11.1, 11.2, 11.3, and so on

Manage Software Compliance

• Tap into our automated reconciliation engine, which provides up-to-date compliance positions for software publishers

• See which products are not compliant with their software entitlements • Learn the true-up cost to add noncompliant licenses and how that cost could be reduced by reclaiming

underutilized installations• Check compliance any time through browser and mobile interactive dashboards• Use orchestration to drive remediation

Reduce and Avoid Expenses• Use information already in the Now Platform to determine any software products that are not being used• Reclaim software that is underutilized, either automatically or via a workflow

Expand on the Power of the Now Platform• Take advantage of data already available in your Now Platform for Software Asset Management, which

eliminates extra integration effort and negates the need for complex spreadsheets• Share information from Software Asset Management with other ServiceNow products, such as Application

Portfolio Management and Security Operations, to generate new insights for your company

IT Financial Management

Gain visibility into spend, connect cost to service usage, and align investment to business goals

You often need to be able to create detailed financial reports from a combination of IT and corporate financial data such as a bill of services. Your IT group may want to charge a business unit for services or you may simply be want to show the associated costs to allow much better alignment between IT and the business when it comes to IT investment decisions. ServiceNow® Financial Reporting makes it easy for financial analysts and business unit owners to measure and show charges based on the actual consumption of services. Get insight into your services and the utilization of those service by each department.

Create a more cooperative relationship between IT and other departments. Share detailed financial information your internal clients can use to understand the cost of the IT services they use, to plan for future services, and to manage costs.

Gain Visibility into Spend Provide CIOs and service owners with a realistic view of service delivery costs Capture and allocate costs fairly and transparently Identify important cost trends that impact efficiency

Connect Cost to Service Usage Enable fact-based conversations on the actual cost and value of services Correlate how much was spent and why spend occurred, even with cost segments not in the GL Drill deep into service costs through direct access to the IT system of record

Align IT Investment with Business Goals Summarize costs with a CIO dashboard that shows allocations across a full range of services and

consumers, making it easier to understand where spending is our of line with business goals Report investments across many segments, such as applications, business services, and projects Adjust budgets, reduce unnecessary costs, and redirect investment to higher priority areas

Additional Financial Management information resources: http://www.servicenow.com/products/financial-management.html

Financial PlanningStreamline your budget planning process with a centralized repository of accurate budget data

Pass Along Comprehensive Visibility• Share historical service consumption patterns combined with current costs• Provide service owners with a complete understanding of, and visibility into, the consumption of services

so they can plan for future consumption and resources• Show business units what they are getting for their investment as a show-back or chargeback report, and

allow them to drill into line-item details• Make it easy for the business unit to accept financial reports or query individual line items

Financial ReportingReport on all aspects of IT finance including showbacks and chargebacks

Generate Detailed Financial Reports Quickly• Create detailed financial reports based on planned, actual, and forecasted data• Take advantage of out-of-the box cost models, allocation metrics, and a dashboard• Enable a financial analyst to more easily create reports, like a bill of IT, either to accurately charge for

services or simply to show associated costs

Cost Transparency

Gain visibility into spending by connecting real costs to service users and consumption You're under constant pressure to cut costs while investing in innovation and transformation initiatives;

however, legacy IT systems give you little access to data that would provide the insight you need into why and where your budget is allocated and spent

ServiceNow Cost Transparency maps actual service costs such as business services, applications, projects, and infrastructure to their consumers; it's exactly the information you need to determine whether your IT costs are correctly aligned with your business goals

Better Manage IT Costs• Easily create and maintain a standard cost for catalog services and nonstandard services• Give business units information they can use to encourage behavior that reduces their IT spending

Agile Delivery

Agile Development

Accelerate development from inception to deployment using a scrum framework

Accelerate Software Delivery Increase planning accuracy with team velocity and story-point estimations Update and track progress using burn-down charts and progress boards Automatically match discovered devices with existing CIs in the CMDB

Manage Features and Defects Manipulate the tasks related to a software release with the release-planning board Map incidents, problems, and changes to software products using ServiceNow Configuration

Management Database (CMDB relational data

Control editing and viewing with roles-based access

Connect Development Features to Business Drivers Report on all development projects the across organization Transition seamlessly between service management and development processes with an intuitive

interface Trace development changes back to originating request or issue

SDLC customer testimonial – Bupa: With improved visibility in to the development lifecycle, Bupa Australia is boosting incident resolution time and transforming healthcare service delivery.

Additional SDLC information resources:http://www.servicenow.com/products/software-development-lifecycle.html

Test ManagementManage test suites, test cases, and tests for control of all phases of the testing process

Resolve Customer Issues at LightspeedHow to Drive Case Volume Down and Customer Loyalty Up Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-improve-customer-service.pdf

Deliver an Effortless Customer Experience, Connect Teams to Fix Issues, and Proactively Prevent Calls

Effortless Automate common requests such as password resets with out-of-the-box self-service. Connect front-end

requests to back-end systems to complete the work.Connected

Fix—and even prevent—issues by connecting customer service to other departments for faster resolution. Route work from customer service to field service, engineering, operations, finance, or legal.

Proactive Take advantage of the Internet of Things (IoT) to pinpoint and resolve issues before customers call.

Identify trends, send preemptive customer communications, and align contracts with customer product or service performance.

Customer Service Management

Provide customers with faster and easier ways to engage with customer service while giving agents greater efficiency and speed. Deliver customer service as a “team sport” and connect systems and workflow to enable diagnosis and resolution of underlying causes of customer issues across the organization, resulting in lower support costs, increased customer satisfaction, and strategic focus on new business, transformation or revenue.

Deliver Effortless Service Enable fast self-service by automating common requests such as password resets out-of-the-box with the

Service Catalog Route cases to the right agent as quickly as possible with intelligent recommendations that automatically

assign work based on skills, location, and availability Process customer requests quickly with a best-in-class visual workflow that orchestrates front-end and

back-end processes Associate cases to orders to allow customer service agents to quickly reference details between customer

service and order systems

Connect Problems to Solutions Quickly identify and fix the root causes of issues by connecting customer service to engineering,

operations, finance, and other departments Take advantage of the Internet of Things (IoT) to provide real-time visibility into the operational health of

customer systems using the Configuration Management Database Deliver an end-to-end customer service experience with integrated Field Service, Problem and Change

Management, Asset Management, and Portfolio and Project Management Incorporate customer service processes into a structured, company-wide service management approach

based on best practices using Problem and Change Management

Take a Proactive Approach to Service Predict trends with Performance Analytics to drive actionable improvements such as automating the most

frequently recurring processes

Analyze alerts from customer systems with Event Management to identify issues such as service outages before they occur

Avoid costly penalties by actively aligning contracts and entitlements to system performance and issues with the ServiceWatch Suite

Get key information to customers before they call with targeted communications and newsletters

Customer Service Management Customer Testimonial – Epicor: “Epicor chose ServiceNow Customer Service Management over CRM – based solutions. Service management provides a better framework for driving sustained improvements in our Net Promoter Scores and customer service quality”

More Customer Service Management information resources: http://www.servicenow.com/products/customer-service-management.html

Field Service Management

Efficient field services speed delivery, increase customer satisfaction, and boost productivity

Optimize Scheduling• Simply drag-and-drop tasks to assign work to field service technicians using Central Dispatch Track

technicians’ geographic locations and assign work based on proximity, availability, and expertise• Use Dynamic Scheduling to assign work within your technicians’ available time windows• Use an SLA map to prioritize or re-prioritize work tasks based on time to violation

Empower the Team• Create work orders seamlessly from cases or incidents so you can start resolving problems no matter

where they occur or how they are reported• Give managers the ability to see all their team members’ planned activities with the Team Calendar

Enable Work from Anywhere• Use our mobile app to perform and record work tasks in the field• Accept or reject tasks, track travel and work time, and access schedule information on supported

smartphones and tablets• Present questionnaires to collect required work information• Allow customers to acknowledge completed work with a signature on the mobile device

Ensure Inventory Availability• Take advantage of our Asset Management application to get a single repository for assets in stock as well

as a standard inventory control process for both asset and field service processes • Source parts, reserve them for work tasks, and better schedule when work can be done

Gain Real-Time Insights• Easily customize available reports and dashboards for a current picture of utilization, capacity, the

customers and locations requesting work, and key field service metrics• Integrate dashboards with our Cost Transparency application to track and better manage the costs of field

services, including inventory and travel expenses

Increase Field Productivity• Resolve issues faster with visibility into related asset maintenance history and customer issues• Deliver the right equipment to the right location the first time using advanced scheduling and dispatch • Use geolocation tracking, auto-dispatch, and SLA-based mapping of tasks to optimize resolution time• Deliver work orders and collect signatures from customers on mobile devices

Empower the Team• With integrated customer service, provide customers with complete transparency and resolution steps• Match technicians’ skills and availability with customers’ needs to ensure prompt and efficient service

calls • Avoid business disruption and replace costly break-fix work with planned maintenance• Optimize costs and improve the quality of service with systematic tracking and integrated analytics

Field Services customer testimonial – ServiceStream: “We want to push the boundaries. We are trying to leverage every component that ServiceNow offers.”

More Field Services information resources: http://www.servicenow.com/products/shared-services-applications/field-service-management.html

Knowledge Management Everyone is looking for faster ways to find information, solve problems, and improve productivity. Knowledge Management can help you empower your customers and employees with self-service, capture the expertise of agents, and reduce costs.

Enable Proactive and Self-Service• Expose available knowledge through a highly configurable Service Portal that allows end users to search,

browse, and view articles from their desktop or mobile device• Present knowledge articles to users as they submit cases and incidents, deflecting service requests• Push relevant knowledge to customers and employees with Subscriptions• Display potential knowledge articles to agents as they create cases or incidents to reduce time spent

searching and speed resolution

Easily Capture and Manage Knowledge• Take advantage of the “wisdom of the crowd” by validating and publishing solutions posted by customers

in Customer Service Management’s Communities• Use article versioning to track an article through the various stages of its lifecycle• Stay aware of key usage and publishing metrics with knowledge dashboard• Monitor knowledge base and article utilization and user feedback and leverage it to fine-tune your

publishing processes

Customize Knowledge Processes• Take advantage of the superior workflow capabilities of our Now Platform• Configure your knowledge publish and retire workflows• Allow each department to maintain its own knowledge base with custom workflows

Improve Workforce Effectiveness Through Self Help• Empower employees to easily search for knowledge through a self-service portal• Expedite knowledge creation and improve workforce engagement through social Q&A• Analyze knowledge consumption trends and take proactive action to improve service delivery• Expand knowledge management outside of IT with multi-departmental knowledge base support

Reduce the Costs of Service Delivery• Reduce the number of escalations to level 2 and level 3 by equipping service desk technicians with

actionable knowledge articles for most common problems• Integrate knowledge directly from incidents, problems, and change requests’ resolutions• Bootstrap your knowledge base directly from existing word document library through mass document

import

Deflect the Number of Incidents• Propagate knowledge to prevent incident creation using contextual search• Enable non-IT users to resolve IT problems, find HR information and policies, and retrieve legal guides

with contacting the help desk• Access knowledge articles and get questions to answers on any device, anytime

Easy Guided Setup• Simplify setup and deploy Knowledge Management in a matter of days —not weeks —with easy-to-follow

configuration steps and embedded help• Gauge your implementation progress with visual status checks; and get your implementation right the

first time without the need for expert assistance• Build expertise on the go with product tours while configuring the ITSM solution to its fullest potential

More Knowledge Management information resources: https://www.servicenow.com/products/knowledge-management.html

Optimize Performance with Real-Time AnalyticsHow to Optimize Performance with Real Time Analytics Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-optimize-performance-with-real-time-analytics.pdf

Transform Your Business with Actionable Insights to Increase Efficiency and Reduce Costs

Anticipate Trends• Monitor existing conditions and prior performance to adjust service coverage

Prioritize Resources• Detect service bottlenecks as they occur and identify areas for improvement

Deliver Automation and Self-Service• Easily identify areas where automation and self-service can increase efficiency and reduce costs

Improve Services Continuously• Pinpoint areas for performance improvement and take action using key indicators, mobile-enabled

scorecards, time charts, analytics, drill-downs, and dashboards

Align Service with Overall Business Goals• Support company strategy with deep insight into business operations that helps balance user satisfaction

with operating costs

Performance Analytics

Improve services and processes across the enterprise by providing actionable insights on a daily basis

Continuous Service Improvement Discover process bottlenecks using role-based dashboards and identify tasks/approvals that can be

automated to improve service delivery Prevent SLA breaches by measuring leading performance indicators on a daily basis and take corrective

action before poor performance impacts the business Leverage best practice KPIs or define your own indicators and metrics for any service management

process

Automate Information Gathering and Sharing Standardize visualizations of data across the enterprise and limit the number of required metrics reports,

and dashboards needed to drive service quality and minimize costs Eliminate discussions whether or not the numbers add up as all data is based on the single system of

record Redirect your reporting resources to more important tasks and reduce time collecting data, crunching

numbers in spreadsheets, and formatting PowerPoint decks Empower stakeholders, workers, and executives to take action and achieve business goals using

interactive, role-based dashboards

Actionable Reporting and Analytics Visualize developing service trends in your processes and take action before they impact the business

Interact with role-based dashboards to personalize insight and drill down to the record level to discuss the pain points in you data

Proactively manage your processes by tracking the right metrics to ensure you meet your SLAs, increase customer satisfaction, and minimize cost

Prioritize work and drive down time to resolution by helping employees quickly identify work requests that are “at risk” – with just a single click

Create a Secure and Robust Environment Maintain a secure environment. Unlike external analytics solutions, no data is duplicated or leaves the

secure ServiceNow enterprise cloud. Data is protected at all times by the same access control lists (ACLs) you implement across the ServiceNow platform – reducing your cost and risk

Rely on enterprise-grade high availability cloud architecture that includes data replication and a dedicated database so you can comply with a wide range of industry certifications and protections such as SSAE16/SOC1 Type II, IQOQ, FISMA, and ISO27001

Performance Analytics customer testimonial – WorldPay: 111% ROI by moving from traditional to in-platform analytics

Additional Performance Analytics information resources: http://www.servicenow.com/products/performance-analytics.html

Consumerize the Employee Service ExperienceHow to Consumerize the Employee Service Experience Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-improve-hr.pdf

Provide Employees Quick and Easy Access to the HR Services They Need While Making HR More Efficient

Make It Easier for Employees to Be Employees Improve satisfaction, engagement, and productivity by delivering service in line with today’s modern

consumer experiences

Increase HR Efficiency Knowledge portals, along with automated case management, allow each service agent to be more

efficient and support more employees

Continuously Improve Services Reports and dashboards give visibility into the volume and types of service requests, allowing HR to make

better resource decisions and proactively improve services

Automate Workflows That Span Beyond HR Processes, like onboarding, that involve multiple departments are routed to the right people for action,

creating a seamless service experience

HR Service Delivery

Streamline and improve HR service delivery by offering a consumer-like self-service portal to employees along with out-of-the-box request and fulfill process automation

Improve Employee Satisfaction• Provide a single place for employees to quickly and easily get the HR services they need

Increase HR Productivity• Reduce repetitive tasks and use fewer resources to serve more employees with automated workflows and

case management

Onboard New Hires with Ease• Easily set up and manage onboarding workflows across multiple departments for increased efficiency and

a consumer-like service experience

Deliver Enterprise Service• Automatically route tasks to other departments, like IT or facilities, and gain full visibility across the end-

to-end process

Optimize Service Delivery• Drive staffing efficiencies and improve service levels with visibility into the volume and types of employee

requests

HR Service Delivery customer testimonial – Sally Beauty: Repurposes $719K worth of work

More HR information resources: https://www.servicenow.com/products/hr-service-delivery.html

Enterprise Onboarding and Transitions

Work more efficiently and provide a great employee experience. Easily create automated workflows for processes that begin in HR but span multiple systems and departments.

Easily automate onboarding and other employee lifecycle events that span multiple departments

• Integrate Actions Across Departments• Provide Step-by-Step Guidance• Get Insight into the End-to-End Process

Drive Action Across Departments• Speed employee onboarding by incorporating actions from other departments, such as IT, facilities, and

security, into one workflow• In addition to onboarding, automate any process that begins in HR but requires action from multiple

systems and departments; examples include off-boarding, relocation, and leaves of absence• Get visibility across an entire process, including actions required by other departments and their status• See if tasks are incomplete and make sure that correct actions are taken

Easily Create Complex Workflows• Snap enterprise experiences and processes together in minutes• Create, modify, and maintain cross-departmental processes without complex coding, process maps, or

workflow editors

Provide Easy, Effortless Help• If employees have a question or need help at any point in the process, they can easily contact someone

from within the application• Help requests are automatically routed to the right person, based on where in the process the request is

made • Step-by-step guidance makes it easy for employees and hiring managers to know what they need to do

next

Continually Improve• Use dashboards to get insight into the onboarding process• View real-time data about onboarding volume, by location and department• Track delays, employee satisfaction, and other measures to understand overall effectiveness

Onboarding and Transitions customer testimonial – Overstock: Reclaims 1,000 days per year with automated onboarding

More Onboarding and Transitions information resources: https://www.servicenow.com/products/employee-onboarding.html

Employee Service Center

Make it easy for employees to find HR answers and information in a way they highly prefer: via self-help. The Employee Service Center is accessible from any device and helps your staff save time and focus on their core jobs.

Application description: Provide a single place for employees to quickly and easily to get all the HR services they need

Magnify Your Brand• Do more than just add your logo• Create a fully custom-branded site to match your organization’s look and feel• Showcase your organization’s benefits with customized content

Save Time • Help employees to quickly and easily find relevant HR content and guidance with a Google style search

bar• Show employees popular search topics based on what they are typing with the suggestive-text feature• Serve up timely, relevant, and targeted content for individual users based on their location, role, and job

type

Make It Easy to Get Help• Employees can get access to HR services anytime from any device• Responsive design allows employees to use mobile phones, tablets, or desktops and to see the content

perfectly fit any screen size Employees can use the ‘Chat with HR’ link to ask a question in real time• If employees can’t find the information they need or want additional help, they can open a case without

having to go to a separate system

Improve Productivity• Avoid the need to print, sign, scan, and send documents with editable, personalized PDFs and electronic

signatures• Allow HR agents to easily create a case from a chat session, and capture the chat history in the case• Notify employees to take action in support of HR processes and provide task lists they can follow

Employee Service Center customer testimonial – General Mills: “We want to provide a consumer-grade experience for all our employees. We want their experience to be as seamless and easy as shopping on Amazon.”

More Employee Service Center information resources:

Case and Knowledge Management

Make it easy for employees to get help, route cases to the best expert to resolve issues fast, and use data generated by the system to continually improve HR services and operations.

Standardize the documentation, interaction, and fulfillment of employee inquiries and requests

Improve Service Efficiency• Route cases to the appropriate subject matter expert to speed resolution• Prioritize employee inquiries and requests based on your Service Level Agreements (SLAs)to assure an

appropriate response• Give employees a menu of services to choose from—and automate workflows associated with common

requests

Manage and Prioritize the Work• Get a real-time, interactive view of all HR cases with the Visual Task Board• Give leaders the ability to prioritize individual workloads to ensure efficient operation across service

delivery teams

Capture Knowledge for All Employees• A knowledge base makes it easy for employees to find relevant, accurate, and consistent information on

topics such as benefits, travel, expense policies, and training • Automatic tracking enables HR to see what’s popular so they can spot trends and determine which

content should be most prominent in the knowledge base

Use Reporting to Improve Operations• Simple dashboards make it easy to proactively report on and improve the delivery of HR services• Dashboards make it easy to understand the volume, types of services, and workloads handled by HR

Save Time• Agents can create and track the same type of case for multiple employees, eliminating labor-intensive

duplication• Case classes such as a payroll run issue or annual recertification can be easily tracked for multiple

employees, increasing efficiency

Case and Knowledge Management customer testimonial – Campbell’s: “ServiceNow made measuring key metrics of service delivery easy. These metrics include SLA rate, aged cases, case volumes, request types and trends, and employee satisfaction, to name a few.”

More Case and Knowledge Management information resources:

Build Business Applications at LightspeedHow to Build Business Apps at Lightspeed Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-develop-business-apps.pdf

Automate Processes, Reuse Components and Integrations, and Delegate DevelopmentAutomate Business Processes Faster

One platform with one development environment to easily assemble contextual workflows connected to a single system of record

Connect Your Enterprise Leverage the value of all your enterprise-wide systems and data by integrating process workflows

between people-to-people, people-to-system, or system-to-system interactions

Deliver Modern User Experiences All users have one familiar and engaging way to use applications on any device with a consumer-grade

experience that drives productivityAccelerate Your Application Development

Safely scale out beyond IT with tools, templates, scripts, and integrations to simplify the development, testing, and delivery of applications

Increase ROI with Every New App Universal components, platform services, APIs, integrations, and mainstream web technologies can be

used and reused again and again to deliver incremental value with each new application you developSpeed Time to Value with the Only Multi-Instance Enterprise Cloud

A subscription-based platform providing advanced high availability, elevated security and control, and day-one compliance allows you to focus on building great applications instead of managing infrastructure

ServiceNow Platform

Integrate all business apps on a platform that leverages one user interface, code base, and data model to create a single system of record

See additional capabilities below that fall under the overall ServiceNow Platform capabilities regardless of applications released

Service Creator

Rapidly create service-oriented applicationsEmpower Business Users to Create Applications

Rapidly create applications with no coding required

Manage Work Efficiently Streamline work by eliminating manual processes and implementing automated routing

Scale Operations Reduce IT workload by delegating the creation and deployment of service applications

Consumerize the User Experience Find applications easily in a service catalog even when using mobile devices

Service Creator customer testimonial – Lennox: “Enabling our line-of-business users to build solutions themselves creates leverage for the IT department which sometimes cannot keep up with the demand for new applications, Service Creator is, in effect, a ‘do-it-yourself business automation service managed by IT”

Additional Service Creator information resources:http://www.servicenow.com/products/servicenow-platform/service-creator.html

Service Portal Designer

Fuel the productivity of your fast moving business with modern service applications that makes it easy for your employees to find and use the services they need.Streamline and simplify development

Ready-to-use and reusable components fully integrate with the ServiceNow Platform Consolidated development with widget templates, styles, scripts, and previews all managed in a single

page Predefined widgets and widget editor that streamlines extending, customizing, and creating new widgets Quick creation of robust portals, dashboards and applications tih no platform code dependencies Simple drag-n-drop designer makes both technical and non-technical users more productive with less

code

Boost employee productivity Fast performance with quick rendering of page content Uninterrupted experiences with cross-device compatibility for supporting modern form-factor devises

such as tablets and smart phones Integrated features and functions within the platform for consistent application experiences Model-view-controller paradigm allows everything to be built as a single-page application with less

dependency on application business logic

More Service Portal information resources:http://www.servicenow.com/products/service-portal-designer.html

Delegated Development

Consolidate disparate IT management systems into a single system of record that enables you to see all of your IT assets and how they’re functioning at all times.

Build and Maintain a Single System of Record Store and manage infrastructure and service information only once Reduce duplication of effort and cost Ensure information accuracy Accelerate process execution

Shape the Enterprise Service Model Get an end-to-end view of configuration item lifecycles and relationships Maintain data integrity through workflow, escalations, and scheduling Trust validated configuration data when making decisions about change

Gain Actionable Insight Use data visualization to provide context Understand the impact of incidents, problems, and changes on configuration items (CIs) Flag unapproved changes to CIs for change governance Pinpoint the underlying causes of service issues for faster mean time to recovery

Enable IT Service Processes Speed resolution of incidents and problems

Reduce risks associated with change Improve the speed and quality of change Make better decisions around how assets are used

Studio IDE

Provide a cloud-based Integrated Development Environment (IDE) for professional developers and low-code IT admins

Rapid Application Development Comprehensive and powerful set of over 20 platform services accelerate development and provide built-

in security, governance, risk and compliance management, extreme high availability, and built in analytics and reporting

Scoped Applications Safely publish apps with zero risk of impacting or breaking other apps Public and private API definitions Easily publish apps to the application repository

Cloud, Brower, and Web Standard Based IDE Develop cloud-native apps in the browser and the cloud JavaScript, Angular JS, CSS, and extensive web service APIs means ease of use by mainstream enterprise

web developers, maximum productivity and widespread community support

Instance Security Dashboard

Easy identification of security deficiencies on the dashboard saves time. Guided recommendations offer prescriptive steps for remediations with the guidance and information admins need to quickly mitigate application security risks.

Single Dashboard• Easy dashboard view• Current compliance status across 11 standardized security audit categories

More Instance Security Dashboard information resources:

Guided Tour Designer

Accelerate adoption of new forms, reports and apps with built-in guidance by providing users information when and where they need it to accelerate productivity.

Increase Productivity• Built-in guidance walks users through how to use any form, report, or app• Pre-define tours based on role for personalized guidance

Reduce Support Inquiries• Self-help guidance for real-time help• Automatically provide users the guidance and information they need as they use the new form, report or

app

More Guided Tour Designer information resources:

Example Business ApplicationsFacilities Management

Single platform to manage and maintain operation of facilities and help employees find what they need quickly.Increase Productivity

Replace disparate communication and facilities service delivery workflows with structured and automated processes that speed service fulfillment, reduce human error and ensure the right facilities specialist is engaged at the right time

Deliver an online, self-service facilities portal that provides 24x7 access to facilities information and services, minimizes dependence on institutional knowledge, and decreases the number of redundant or repetitive requests

Leverage floor plan visualizations to help employees easily see if an issue is already reported or request a service simply by clicking on a map

Improve Insight and Decision Making Leverage a single system of record to track and report on KPIs, deliver transparency into the performance

of the facilities organization Evaluate facilities resource utilization and the volume and types of service request with easily customized

reports and dashboards Plan and optimize space utilization through reporting and visualization of the data

Reduce Operational Costs Gain efficiencies by using one system to define, manage and report on facilities services Lower expenses by implementing automated and streamlined processes, optimizing resource allocation

and maintenance cycles, and aligning facilities services with company priorities Accelerate responsiveness and deliver anywhere-anytime access with built-in support for iOS and Android

smartphones and tablets Control cost of occupancy by optimizing current and future space needs and reducing the cost of

employee movement

Facilities customer testimonial – Cars.com: Facilities engineers at Cars.com are now resolving 60% more tickets each month with ServiceNow.

More Facilities information resources: http://www.servicenow.com/products/shared-services-applications/facilities-service-management.html

Legal Service Management

Legal is responsible for protecting the legal, ethical and financial integrity of the company while furthering the company’s strategic goals. Improve Legal Service Delivery

Save hundreds of man-hours through automating work assignments instead of manually assigning responsibilities to staff

Easily create services to automate the request process and create a continuous cycle of improvement Gain Visibility into Work

Teams can finally report on the work they do – without repetitive manual effort Managers can look at their dashboards and instantly gain end-to-end visibility into work progress

Deliver Rapid Time to Value Start using an out-of-the-box application for Legal service management in less than 30 days, and deliver

services more quickly through automated routing, knowledge bases and self-service Manage requests and automate work to gain substantial efficiencies and dramatically change response

and completion times

Get started without consulting or specialized programming skills, and without additional deployment time, cost, and maintenance

More Legal Service Management information resources: http://www.servicenow.com/products/legal-service-management.html

Marketing Service Management

Marketing is responsible for creating brand visibility, driving consistent messaging and positioning, and generating demand to support business goals. Improve Marketing Service Delivery

Categorize and assign requests for marketing collateral to the appropriate teams. Ensure he requestor can monitor and approve as the project progresses

Save hundreds of man-hours by automating work assignments instead of manually assigning responsibilities to staff

Gain Visibility into Work Teams can finally report on the work they do – without repetitive manual effort Managers can look at their dashboards and instantly gain end-to-end visibility into work progress Identify redundant work and requests – and eliminate them

Deliver Rapid Time to Value Start using an out-of-the-box application for Legal service management in less than 30 days, and deliver

services more quickly through automated routing, knowledge bases and self-service Manage requests and automate work to gain substantial efficiencies and dramatically change response

and completion times Enable rapid user adoption through a consistent and intuitive self-service portal

More Marketing Service Management information resources:http://www.servicenow.com/products/marketing-service-management.html

Vendor Performance Management

Manage vendors proactively, optimize their performance, and reduce costs

Actively Manage Vendors Use out-of-the-box metrics plus personalized, business-specific metrics, and categories Automatically gather vendor feedback using built-in scripts and questionnaires Review vendor scorecards, including related incidents, assets, purchase agreements, discounts, outages,

breaches, and any other information managed by ServiceNow applications Make strategic vendor decisions using service management information and performance assessments

Drive Vendor Improvement Understand the relationships between vendors, incidents, and service level agreements by incorporating

vendor tickets into the incident management lifecycle Enforce contract penalties and credits by documenting performance against service commitments Provide specific details to vendors around which areas really need improvement or are negatively

trending Gain end-to-end visibility and accountability for services delivered by multiple suppliers

Reduce Operational Costs Consolidate vendors and asset models and ensure support levels are aligned to match business needs Negotiate better terms by exposing historical issues around vendor performance, Service Level Agreement

(SLA) breaches, and service quality, as well as showing opportunities for consolidated purchases Increase the number of vendors an individual can manage with automation

Additional Vendor Performance information resources:

http://www.servicenow.com/products/vendor-performance-management.html

Industry SolutionsFinancial Services with ServiceNow

Speed Up IT, Reduce Risk, Collaborate Efficiently, and Drive Innovation

Increase Speed and Lower Cost of IT IT must move at lightspeed and shift more resources into innovation; ServiceNow offers a cloud-based IT

service management and IT operations platform so you can deliver a consumer-like self-service portal, automate routine tasks, and build structured workflows for complex IT processes; with ServiceNow you will speed IT delivery, lower IT costs, and eliminate service outages so you can invest more in digital innovation

Reduce Compliance Risk and Cost Regulatory compliance is a potentially ruinous corporate risk and unending drain on IT resources;

ServiceNow is the only system that brings together IT controls with IT operations and service management in a single platform so you can automate compliance and compliance reporting; with ServiceNow, you can dramatically reduce the risk and cost of compliance so you can accelerate your core business

Resolve Real Security Threats Fast It takes organizations an average of 201 days to spot a security breach and 70 days to contain it; by that

time, the attackers may have stolen customer data, extracted money, and ruined your firm’s reputation. ServiceNow will help you find breaches faster by focusing your security team on the highest-risk incidents and resolve them faster by connecting your security and IT operations teams to speed resolution

Increase Innovation and Efficiency of Your Entire Company Disruption is the new normal and to be disruptive, you need to fuel innovation and efficiency across your

entire company; ServiceNow provides applications to improve customer service and increase employee engagement, plus a platform to build custom workflow-based applications for any business process or customer application

Healthcare

Automate and Streamline IT Processes to Address Clinicians' Needs Electronic health records, online appointment requests, home diagnostic tools and wearable health

trackers can improve patient outcomes and satisfaction, but they also put a strain on the IT infrastructure, as do evolving regulatory requirements; IT can get stuck focusing on reactive maintenance to keep services active

Reduce IT emergencies with a solution that consolidates systems, automates repetitive tasks and provides a consumer-friendly interface; ServiceNow enables you to spend less time managing infrastructure and more time creating innovative solutions that enable healthcare professionals to provide a truly modern patient experience

Higher Education

Make It Easier for the Campus to Focus on Learning and Research You want to deliver better student experiences and help facilitate groundbreaking research, not spend

time looking after infrastructure. And everyone from students to faculty to administrators wants the services they use on campus to be just as convenient as the ones they use in their personal lives.

Our solutions give you end-to-end visibility into processes and infrastructure through a single system of record for IT. This enables you to consolidate and automate service management processes, increase efficiency, lower costs — and devote more time to innovating and creating the consumer-like experience that students, faculty, and staff expect.

Life Sciences

Streamline Innovation with Reinvented IT The life sciences industry embodies survival of the fittest—only those who rapidly evolve will thrive and

this constant response to changes in public policy, demographics, science, and technology demands significant flexibility in IT

Turn your IT department into a lean, mean, innovation machine; our solutions remove complexity from everyday processes and deliver critical support in a compliance-heavy regulatory environment—leaving you to focus on getting ahead of the competition

Public Sector

Deliver Quality Services that Further Your Mission Continuous regulatory change and scrutiny, budget and headcount reduction, and an increased reliance

on technology are forcing significant change within government services; with ServiceNow, federal agencies and other public sector entities, including school districts, police departments and utilities are able to improve services, reduce costs, and automate the IT lifecycle

To-date, ServiceNow operates the only enterprise service management platform authorized by the Federal Risk and Authorization Management Program (FedRAMP) Joint Authorization Board (JAB) for federal government use; by automating everything from maintenance schedules to business services, ServiceNow enables you to spend less time managing and maintaining legacy infrastructure, now everyone can focus on delivering innovative solutions that improve efficiency, modernize services, and advance the mission of the organization

Platform Capabilities – Across Solutions Reporting

Generate ad hoc snapshots of current data and save, share, publish, or export any report as needed

Fast Centralized Information Quickly visualize data in predefined templates or customized to your requirements Report management minimizes report generation impact on resources and reduces large inventories of

unused reports

Flexible Delivery Publish reports to a publicly accessible URL and on homepages and dashboards for easy sharing Schedule automated report runs and email distributions

Customized Formats Combine reports to create more comprehensive detail Add filters to homepages and dashboards to provide users additional detail options

Standardized Reporting Define report sources with standard data sets that users can leverage to create their own reports Change the format/data on the report source to modify all reports built against that source

Easy Administration Quickly find your most frequently used report or the reports that take the longest to run using built-in

tools Reduce clutter by finding those reports that were created and run only once or haven’t been run in

months Additional Reporting information resources: http://www.servicenow.com/products/reporting.html

Edge Encryption

Retain control of your own encryption keys and make sensitive data unreadable by ServiceNow employees or prying eyes (cyber-criminals)Reduce Risk to Sensitive Data

Integrated protection that meets your compliance and governance requirements Customer retained encryption key administration Monitoring tools for status and troubleshooting

Mitigate the Risk of Data Leakage Renders the data useless to the attacker in the unlikely event of a breach Maintain trusted end-to-end protection for data in use, in motion, or at rest Mass key rotation to ensure past historical records have the same protection as any newly created record

Minimize Impact to User Operations Variable encryption level options to balance security with end-user operation requirements Customer-defined encryption rules Integrated management with ServiceNow administration tools

Additional Edge Encryption information resources:

http://www.servicenow.com/products/edge-encryption.html

Connect

Enable users to communicate on tasks via real-time chatting and document delivery for a complete plan of record. Make Work More Productive

Get disconnected people, processes, and information on the same page Let people work together in real time in a way they want to work Replace costly tool silos that nobody uses with a collaboration experience everybody wants

Improve Response Times Spend more time on task resolution instead of chasing people and information Speed up decision making with real-time information Address issues as they arise with real-time interactions

Solve Problems and Innovate Faster Communicate ideas and share information in real time Simplify work interactions Share conversations and documents in a single workflow and user interface

Drive Adoption with a Consumerized Experience Offer the convenience of real-time work interactions, even from a mobile device Provide users responsive support that provides real-time status visibility

Additional Connect information resources:http://www.servicenow.com/products/connect.html

Workflow

Remove bottlenecks and integrate the processes and activities between people and systems. Improve Business Outcomes

Automate routing of requests, approvals, decisions, and actions Accelerate tasks and outcomes

Make Work More Efficient Eliminate unnecessary or redundant steps and processes Integrate disconnected processes

Deliver a Higher Quality of Service and Compliance Reduce chance of errors Monitor and audit end to end performance

Scale Your Business Remove bottlenecks that limit transaction flows Automate end-to-end processes of standardized repeatability

Extend Value of Existing Investments Integrate existing applications and data Address new use cases and requirements and improve current process flows

Additional Workflow information resources:http://www.servicenow.com/products/workflow.html

Visual Task Boards

Create task boards with an interactive drag-and-drop interface that allows you to do everything in real time from a single central view. Visualize Work and Process

Manage and collaborate on tasks through an interactive drag-and-drop interface Identify process bottlenecks at a glance, and in real time

Change the Way You See Your Work Viewing records or queries as a task board is as easy as right-clicking on a list Instantly create freeform task boards to manage ad hoc processes anytime you need them Drag and drop attachments or images onto cards to add context to records

Keep Up to Date with Changes Embedded activity stream ensures that you can see all updates in one place – even if you join the

conversation late

Additional Visual Task Board information resources:http://www.servicenow.com/products/servicenow-platform/visual-task-boards.html

Mobile

Provide a native mobile experience, designed and optimized for the worker on-the-go. Native Mobile Experience

ServiceNow mobile was designed from the group up to deliver world-class mobile user experience for the enterprise, absolutely anything you could do from your desktop – from managing workflows to submitting tasks and approvals, you can now do from the palm of your hand

Real-Time Notifications Leveraging the power of real-time notifications, ServiceNow mobile for iPhone and Apple Watch enables

immediate actions on core functions of your business

Approvals On-The-Go From the conference room to an executive lunch, you don’t have to worry about being the bottleneck in

the process, with approvals on-the-go, you can approve or reject any requests with a simple swipe of the finger

Context That Matters Activity streams in ServiceNow Mobile give you the context that matters, when it matters most; see

relevant status changes, attachments and comments, in real time, without navigating endless forms

Connect and Collaborate Let’s face it, we use our mobile devices to communicate with each other and work shouldn’t be any

different; using ServiceNow Mobile you can collaborate on incidents, provide invaluable chat support to your customers, or have a meaningful conversation with your team

Additional Mobile information resources:http://www.servicenow.com/products/mobile.html