servicenow portfolio

Product and Platform PortfolioChris Dauw

© 2011 Service-now.com All Rights Reserved

Project Review

• Widget: Live Feed Scrolling Dashboard• Widget: Contextual Gmail • Mobility: FruFeed• Application: Virtual Call Center• PaaS: Coca-Cola 3PA• PaaS: Key Energy SAFE

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Widget: Live Feed Scrolling Dashboard

Adriene Radcliffe at Yale University requested scrolling dashboard widget with recent conversations threads from Live Feed via Twitter.


Widget: Contextual GmailGoogle gadget discovers ticket references within an email and displays the related Service-now form. Works dynamically for any module.


Mobility: FruFeed

The first native IOS app for ServiceNow, FruFeed is an all-inclusive, mobile version of Live Feed.


Mobility: FruFeed

http://itunes.apple.com/us/app/frufeed/id481350043?mt=8

Log in with your ServiceNow credentials, and you will get access to all of the messages, images, groups, tags, and discussions from Live Feed


Application: Virtual Call Center (VoIP)

Dashboard View


Application: Virtual Call Center

Agent View – The agent can monitor the call queue in real time to guarantee performance and responsiveness. All Calls are displayed with visual indicators indicating language and topic. Agents can drop in, monitor calls, or use the agent

bar on the right to request assistance via chat or invite SME’s to important calls in progress.



• Multi-channel - tickets generated from calls, emails, twitter, etc.

• Call Tracking and Analytics• Cloud Answering Service - log a

ticket in snc via voice.• Visual Voicemail w/ call

transcription• Courtesy Call Back• Telecom automation – the app

makes / receives calls and text messages based on predefined events and logic

• VoIP in Browser• Dynamic Voice Conferencing and

Call Auditing at the click of a button

Supervisor View – Supervisor can at a glance determine the productivity of the call center. Agent status is listed as well as call metrics and skill sets available for dynamic skill based call routing.

Each agent has a profile page that the supervisor can drill into to see call and performance statistics as well as audit previous call

recordings.



Before After

In traditional call centers managers would define call flow business logic in Visio that would then have to be coded. In ServiceNow you can use custom Twilio workflow widgets to manage call flows and routing.


Application: Virtual Call Center (Metrics)Mashup with GoodData for call tracking, analytics, operational dashboards and business intelligence.


PaaS: Coca-ColaCoca-Cola was months away from a global product launch of their new revolutionary Freestyle machines and had not determined a means to distribute application access and manage the suite of applications needed to run these devices. We engaged Coca-Cola as they were debating hosting internally, using SFDC, or ServiceNow.


PaaS: Coca-Cola

Business Challenge25,000 Global vendors, bottlers, distributers need access to Coke Systems for Freestyle Launch

Fruition PaaS Solution Extend SNC interface to allow for generic login with custom interfaceProvision application access through SNC based on roles, region, organization determined in CMDB.

Full reporting capability on access distribution / access


PaaS: Coca-ColaWorked with Coca-Cola to make their wire frame designs a reality within the CMS. Architected a flat solution to handle millions of requests per day. Delivered solution on budget and on time to facilitate their free style product launch.


PaaS: Coca-Cola


PaaS: Key Energy

Business Challenge

Energy exploration company with numerous field assets that require inspection, audit, maintenance and reporting to government agencies

Environmental Health and Safety issues expose businesses to a tremendous amount of financial risk, legal liability, and regulatory concerns.

Fruition PaaS Solution • Extend SNC CI’s to cover Field Assets like Oil Rigs, Trucks, Mines• Extend SNC workflow for field inspection of assets• Extend SNC mobility to iPads for Field Inspectors• Integrate external interfaces to Dept of Transportation for

accident reporting (e.g. tractor trailer)

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