now platform technology deep dive · • reduced developer onboarding times to under 10 days •...

1© 2017 ServiceNow All Rights Reserved© 2017 ServiceNow All Rights Reserved

Dragan PreocaninAPJ Platform Innovation Team LeadServiceNow

Now Platform Technology Deep Dive

Dylan LindgrenAPJ Platform Innovation Team – Senior UI DeveloperServiceNow

2© 2017 ServiceNow All Rights Reserved

This presentation contains “forward‐looking” statements that are based on our management’s beliefs and assumptions and on information currently available to

management. We intend for such forward‐looking statements to be covered by the safe harbor provisions for forward‐looking statements contained in the U.S. Private

Securities Litigation Reform Act of 1995. Forward‐looking statements include information concerning our possible or assumed strategy, future operations, financing plans,

operating model, financial position, future revenues, projected costs, competitive position, industry environment, potential growth opportunities, potential market

opportunities, plans and objectives of management and the effects of competition.

Forward‐looking statements include all statements that are not historical facts and can be identified by terms such as “anticipates,” “believes,” “could,” “seeks,”

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although not all forward‐looking statements contain these identifying words. Forward‐looking statements involve known and unknown risks, uncertainties and other factors

that may cause our actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by

the forward‐looking statements. We cannot guarantee that we actually will achieve the plans, intentions, or expectations disclosed in our forward‐looking statements and

you should not place undue reliance on our forward‐looking statements.

Forward-looking statements represent our management’s beliefs and assumptions only as of the date of this presentation. We undertake no obligation, and do not intend

to update these forward‐looking statements, to review or confirm analysts’ expectations, or to provide interim reports or updates on the progress of the current financial

quarter. Further information on these and other factors that could affect our financial results are included our filings we make with the Securities and Exchange

Commission.

This presentation includes certain non‐GAAP financial measures as defined by SEC rules. We have provided a reconciliation of those measures to the most directly

comparable GAAP measures in the Appendix.

The information in this presentation on new products, features, or functionalities is intended to outline ServiceNow’s general product direction and should not be included in

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The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of

any features or functionality described for our products remains at ServiceNow’s sole discretion.

Safe Harbor


Agenda

• ServiceNow solutions on the Now Platform

• Key capabilities highlights

• Customer success examples


Speaker Introduction

NAME: Dragan Preocanin

TITLE: APJ Platform Innovation Team Lead

FUNCTION: Solution Consulting

COMPANY: ServiceNow

EXPERIENCE: 5 Years in ServiceNow Solution Consulting

EXPERTISE: Solution Architecture, Workflow/Orchestration, ServiceNow Application Creation


Speaker Introduction

NAME: Dylan Lindgren

TITLE: APJ Platform Innovation Team – Senior UI Developer

FUNCTION: Solution Consulting

COMPANY: ServiceNow

EXPERIENCE: 1 Year in ServiceNow Solution Consulting, 2 years in ServiceNow Services

EXPERTISE: Full Stack Web Development, Service Portal, ServiceNow Application Creation


Nonstop

Cloud

Now

Platform™

Cloud

Services

Secure & Compliant ScalableMulti-Instance

Intelligent Automation Engine

BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE

WorkflowServiceCatalog

KnowledgeBase

DeveloperTools

ContextualCollaboration

SingleDatabase

ServicePortal

Subscription & Notification

Performance Forecasting

PeerBenchmarking

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OrchestrationReports & Dashboards

Anomaly Detection

Predictive Modeling

ServiceNow® System of Action™


Scalable

No / Low Code Pro Code

Core Services

Security

Dev Tools

Integration Services

Intelligent Automation

PeerBenchmarking

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Anomaly Detection


Predictive Modeling

GitIntegration

Automated Testing

Studio IDE

Code Sharing

Delegated Development

Portal Widget Editor

Script Debugger

Forms Designer

Service Creator

Visual Workflow

Portal Designer

UI Policies Table & Schema Builder

AJAX Bootstrap HTML/CSS Javascript Angular JS

Reporting Engine

Orchestration CMDB Knowledge Management

Service Catalog Workflow Process Engine

Subscription Management

Business Rules

Encryption Tokenization 2-Factor Authorization

OAuth SAML SSO ACLs & RolesLDAP

Scripted APIs

API Explorer

JSON

REST XML

MID Server Import & Export

SOAP

Developer Instance

Notify Visual Task Board Connect Push SMS Service Portal Email Mobile

User Experience & Notification Services

Now Platform™


Scalable


Core Services

Security

Dev Tools



PeerBenchmarking

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Anomaly Detection


Predictive Modeling

GitIntegration

Automated Testing

Studio IDE

Code Sharing



Script Debugger

Forms Designer

Service Creator

Visual Workflow

Portal Designer



Reporting Engine




Business Rules



Scripted APIs

API Explorer

JSON

REST XML


SOAP

Developer Instance



Now Platform™


Create Amazing User Experiences On Any DeviceGo Native. Go Mobile.

Key Highlights:

• Native Mobile Apps: Consistent experience regardless of

device

• Service Portal Designer: Design an experience and instantly

preview renderings across devices

• Guided Tour Designer: Show users how to navigate any

form, report or app


Scalable


Core Services

Security

Dev Tools



PeerBenchmarking

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Anomaly Detection


Predictive Modeling

GitIntegration

Automated Testing

Studio IDE

Code Sharing



Script Debugger

Forms Designer

Service Creator

Visual Workflow

Portal Designer



Reporting Engine




Business Rules



Scripted APIs

API Explorer

JSON

REST XML


SOAP

Developer Instance



Now Platform™


Unleash InnovationNo Code to Pro Code. Complete Control.

Key Highlights:

• Studio IDE: Leading tool set integrations and

predefined options

• Delegated Development: App resource

allocation & enforcement

• Automated Testing Framework: Create, save,

and run automated tests


Scalable


Core Services

Security

Dev Tools



PeerBenchmarking

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... .....

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....... .....

Anomaly Detection


Predictive Modeling

GitIntegration

Automated Testing

Studio IDE

Code Sharing



Script Debugger

Forms Designer

Service Creator

Visual Workflow

Portal Designer



Reporting Engine




Business Rules



Scripted APIs

API Explorer

JSON

REST XML


SOAP

Developer Instance



Now Platform™


Connect All Data and Processes Across Your EnterpriseNo Data Silos. No Process Boundaries.

Key Highlights:

• CMDB: Single data model and system of record

• Orchestration: Codeless activity designer & templates

to share data between activities

• MetricBase: capture and process time series data in

real time


Scalable


Core Services

Security

Dev Tools



PeerBenchmarking

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... .....

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.

....... .....

Anomaly Detection


Predictive Modeling

GitIntegration

Automated Testing

Studio IDE

Code Sharing



Script Debugger

Forms Designer

Service Creator

Visual Workflow

Portal Designer



Reporting Engine




Business Rules



Scripted APIs

API Explorer

JSON

REST XML


SOAP

Developer Instance



Now Platform™


Integrate Anything Across Enterprise SystemsIntegrations Without Boundaries

RULES

SCHEDULEDJOBS

WORKFLOW

BUSINESSRULES

EVENTS

MANUALINTERACTION

SCRIPTS

MIDSERVER

@ EMAIL

FILE(CSV,EXCEL,XML)

LDAP

WEBSERVICES(SOAP/REST)

DATABASE(JDBC)

POWERSHELL

SHELL

JAVA

Key Highlights:

• MID Server: Facilitates data across the platform

and external app/data sources

• REST API Explorer: build & send REST requests


Scalable


Core Services

Security

Dev Tools



PeerBenchmarking

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.

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... .....

........

.

....... .....

Anomaly Detection


Predictive Modeling

GitIntegration

Automated Testing

Studio IDE

Code Sharing



Script Debugger

Forms Designer

Service Creator

Visual Workflow

Portal Designer



Reporting Engine




Business Rules



Scripted APIs

API Explorer

JSON

REST XML


SOAP

Developer Instance



Now Platform™


Reliable Built-in Security & Compliance

E N C R Y P T I O NR O L E - B A S E D

A C C E S S C O N T R O L SI D E N T I T Y

M A N A G E M E N T

C O M P L I A N C E C E R T I F I C A T I O N S

What customer sees

What everyone else sees

• ISO 27001, 27018

• SSAE 16 SOC 1 Type 2

• SSAE 16 SOC2 Type 2

• FedRAMP Moderate JABP-ATO

• US DoD Impact Level 2

• EU Privacy Shield

• Multi-Tier Cloud Security Standard

(Singapore)

• Australian Signals Directorate (ASD)

Data Protection. Day One Compliance.


Scalable


Core Services

Security

Dev Tools



PeerBenchmarking

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... .....

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.

....... .....

Anomaly Detection


Predictive Modeling

GitIntegration

Automated Testing

Studio IDE

Code Sharing



Script Debugger

Forms Designer

Service Creator

Visual Workflow

Portal Designer



Reporting Engine




Business Rules



Scripted APIs

API Explorer

JSON

REST XML


SOAP

Developer Instance



Now Platform™


Intelligently Automate Your Business ProcessesAutomatically categorize and route work based on personalized adaptive intelligence

Key Highlights:

Agent Intelligence:

• Auto-assign Categories, Priorities

and Groups

• Automate task dispatching

• Extend with APIs


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Desjardins: Rapid Application Development

P R O B L E M• Over 3,000 legacy apps on Lotus Notes

• Poor end user app experience

• Slow, tedious development cycles

S O L U T I O N• Migrate Lotus Notes apps to ServiceNow

• Use Agile development practices

• Apps created on ServiceNow: Loan Management, Change of Account, Grievances

R E S U LT S

• 3X faster application development and delivery

• Reduced developer onboarding times to under 10 days

• Minimized hardware and platform maintenance costs

“Moving to ServiceNow has given us a consistent structure for our applications, and it allows us

to easily share data and documents— something we just couldn’t do with Access and Excel-based tools.”

- Jean-Pierre Thibert, RADev Center & Shared Services Director


R E S U LT S

• $2.3M average annual cost avoidance (3000% ROI)

• Time to conduct audit from 1 day per location to 30 minutes

• Workers’ Compensation Claims reduced by 2 basis points

S O L U T I O N• Keep surveys easy for Auction Team

Members to complete

• Allow shop leads to participate in survey process

• Keep solution affordable

• Complete using mobile devices

• Immediate scoring for quick feedback and remediation

P R O B L E M

• Average 6 claims per 100 FTE’s per year at an average cost of $7M

• 95 Customer Claims per year averaging $4M

• Total of $11M in claims annually

Cox Automotive: Safety Automation App

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here


Need More Info?

Analyst Research eBooks

Customer Resources on Servicenow.com


1 2 3

Top Takeaways

Build the applications your users will actually

use

Break application backlogs by

extending your development

resources

Connect your data and processes with

intelligent automation

now platform technology deep dive · • reduced developer onboarding times to under 10 days •...

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