The Lightspeed Enterprise ™

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 The ServiceNow System Of Action ™

Requester Service Owner Provider

Build
Experiences
Define Measure
Services & Optimize

Request Self Prioritize Automate

Service Serve & Assign Resolution
View Collaborate
Status & Resolve

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 CLOUD SERVICES
IT SECURITY CUSTOMER SERVICE HR BUSINESS APPS

TM
NOW PLATFORM

TM
NONSTOP CLOUD
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 IT SECURITY CUSTOMER SERVICE HR BUSINESS APPS

Anomaly Predictive Peer Performance

Detection Modeling Benchmarking Forecasting

Intelligent Automation Engine

Service Subscription & Knowledge Service Workflow Developer Reports & Single Contextual Orchestration
Portal Notification Base Catalog Tools Dashboards Database Collaboration

Multi-Instance Secure & Compliant Scalable

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 The Multi-Instance, Secure and Scalable NonStop Cloud
Security Dashboard

Higher than
50’000
instances
99.996%
availability 150 M
Visibility ISO 27001 and 27018 active users
Control SSAE 16 SOC 1 & SOC 2 Type 2
Data Version
FedRAMP Moderate JAB P-ATO
US DOD Level 2
10 B
Isolation Mgmt transactions
FDA Quality Mgmt Systems per month
Multi-Tier Cloud Security (MTCS)
EU Privacy Shield

Multi-Instance Secure & Compliant Scalable

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 SINGLE SINGLE
SYSTEM OF RECORD ARCHITECTURE
Services Data model
Processes Code base
People Workflow engine
Locations Reporting & Analytics
Automated tasks User interface & Portal
Configuration items App dev capabilities
Assets Web services & API
Collaboration

© 2017 ServiceNow All Rights Reserved 6

Automated Service Delivery and Management
a unified ecosystem that
drives automated & governed
service delivery and configuration

Public Cloud

From simple “people to people” workflow automation…

to complex “people to machine” or “machine to machine” orchestration
Supported by AI-Machine Intelligence Data Center

© 2017 ServiceNow All Rights Reserved 7

 Delivering Delightful, End-to-End Experience

Requester Provider

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Structured Contextual Collaboration
Before:
• Workplace communications
happens in email, chat, SMS –
conversations decisions aren’t
part of the single system of
record

With ServiceNow:
• Communicate and collaborate
alongside your work
• Easily share tasks and other
resources
• Structured and auditable
• Leverages the single system of
records

© 2017 ServiceNow All Rights Reserved 9

CMDB: Configuration Management Database
single system of record of configuration items and services… essential source of truth and decision intelligence

INCIDENT MGMT
“An infrastructure
component broke in our
Data Center. What part PROBLEM MGMT
INVENTORY of the business is
“We’re spending lots of affected?” “We’ve identified a
money on our IT defect in our
infrastructure. Where infrastructure. What
are these components business applications are
deployed and for what affected?”
business applications?”
CMDB

CHANGE MGMT EVENT MGMT

“Our monitoring tool
“We need to change
notified us that a metric
something in our Data
REPORTING has exceeded a
Center. How will this
threshold. How urgent
affect our business?”
“We need to satisfy the is this to our business?”
compliance and auditing
of various regulatory
agencies.”

© 2017 ServiceNow All Rights Reserved 10

Populating the ServiceNow CMDB
leverage servicenow's classic discovery and unique service mapping... and, integrate your existing data sources

DISCOVERY

Automated CI
THIRD-PARTY & HOME-GROWN Identification/
CMDB
Integrations: Blazent, BDNA, SCCM, Atrium, Excel, …
Reconciliation

SERVICE MAPPING

© 2017 ServiceNow All Rights Reserved 11

The ServiceNow CMDB Health Dashboard
provide a single view of data quality

© 2017 ServiceNow All Rights Reserved 12

 IT SECURITY CUSTOMER SERVICE HR BUSINESS APPS

Anomaly Predictive Peer Performance

Detection Modeling Benchmarking Forecasting

Intelligent Automation Engine

Service Subscription & Knowledge Service Workflow Developer Reports & Single Contextual Orchestration
Portal Notification Base Catalog Tools Dashboards Database Collaboration

Multi-Instance Secure & Compliant Scalable

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 Intelligent Automation solves 4 big problems in IT

CATEGORIZE & ROUTE WORK BENCHMARK AGAINST PEERS

PREVENT FUTURE ISSUES PREDICT PERFORMANCE

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 Intelligent Automation solves 4 big problems in IT

CATEGORIZE & ROUTE WORK BENCHMARK AGAINST PEERS

Personalized adaptive intelligence • Industry Averages
tailored by you, on your own data • Trends Over Time
• Categorization • Regularly Updated
• Prioritization
• Assignment

PREVENT FUTURE ISSUES PREDICT PERFORMANCE

• Predictive Alerts Make better, faster, more informed
• Anomaly Detection decisions with Performance Analytics
• Root Cause Analysis • Advanced Forecasting
• Interactive Analysis
• Data Import

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 Every Cloud Service Benefits From Intelligent Automation
HR
Route requests
Personalize content
BUSINESS APPS Compare performance
Assign values to fields
Correlate events
Create predictive action

SECURITY
Score incident risk
Block threat indicators
Optimize resolution
CUSTOMER SERVICE
Route cases IT
Prioritize worklists Route tasks
Recommend action Prevent outages
Compare performance
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 W O R K AT L I G H T S P E E D

ITSM: IT Service Management | Modernize IT Service Management

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 IT SECURITY CUSTOMER SERVICE HR BUSINESS APPS

Anomaly Predictive Peer Performance

Detection Modeling Benchmarking Forecasting

Intelligent Automation Engine

Service Subscription & Knowledge Service Workflow Developer Reports & Single Contextual Orchestration
Portal Notification Base Catalog Tools Dashboards Database Collaboration

Multi-Instance Secure & Compliant Scalable

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 IT SECURITY CUSTOMER SERVICE HR BUSINESS APPS

Anomaly Predictive Peer Performance

Detection Modeling Benchmarking Forecasting

Intelligent Automation Engine

Service Subscription & Knowledge Service Workflow Developer Reports & Single Contextual Orchestration
Portal Notification Base Catalog Tools Dashboards Database Collaboration

Multi-Instance Secure & Compliant Scalable

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 End-to-End IT Transformation
Increase speed, lower costs, and align to business priorities

Consolidate onto a single cloud platform

Maximize availability via service-awareness

Provide a seamless user experience

Improve performance with analytics

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 Today’s ITSM Challenges

COST OF INNOVATION END USER

SERVICES SPEED EXPERIENCE

BUSINESS REAL-TIME
ALIGNMENT VISIBILITY

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 Trusted Partner for ITSM Modernization

CONSOLIDATE ACCELERATE CONSUMERIZE

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How to Modernize
IT Service
Management

1. CONSOLIDATE INC, PROB, AND CHANGE MGMT 2. SIMPLIFY WORK WITH VISUAL TASK BOARDS 3. DRIVE ACTION WITH SERVICE AND ASSET AWARENESS
Provide consistency across processes with shared Use automated routing, drag-and-drop assignments, and Automate discovery of IT services and assets to gain
configuration items and service level goals. integrated collaboration to improve the way teams work visibility into cost of ownership and get fast resolution.
together.

4. BETTER DECISIONS WITH DASHBOARDS AND ANALYTICS 5. ONE PLACE FOR USERS TO MAKE ALL IT REQUESTS 6. A SINGLE CLOUD SYSTEM OF RECORD FOR IT
Use dashboards to get actionable insight into service Request and track services through a single service portal Drive IT efficiencies and reduce costs by consolidating on-
demand, service level compliance, and other key and from any device—creating a consumer-like experience. premises tools and infrastructure on the ServiceNow
© 2017 ServiceNow
performance All Rights Reserved
indicators. 25 Platform.
 Real Value Outcomes

46,000 40%
REDUCTION IN
7.7 MONTHS
TIME TO PAYBACK
HOURS SAVED
PER MONTH CALL VOLUME

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 Beyond ITSM modernization | Leading the service revolution

MODERNIZE TRANSFORM INNOVATE

Speed IT Service Delivery Align IT and Business Initiatives Fuel Strategic Business Growth
Service Experience Service Economy

Across ITSM Across IT Across Organization

IT OPERATIONS MANAGEMENT
BETTER TOGETHER ITSM GOVERNANCE, RISK COMPLIANCE
CONSUMERIZE EXPERIENCE IT BUSINESS MANAGEMENT
POWER OF PAAS SECURITY OPERATIONS
SERVICE INTELLIGENCE CUSTOMER SERVICE/SUPPORT
HUMAN RESOURCES
OTHER L.O.B.

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 Everyone can benefit

Mgr IT Service Delivery / IT Service Desk VP of IT / CIO Director, IT Ops

 High Quality, Reliable IT Service  Lower Cost and Faster Time to Market  Agility, Flexibility, Innovation

Functional IT Managers System/Service desk Admins End users

 Innovate vs. Maintain  Productivity and Ease of Use  Customer engagement and delight

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Modernize ITSM Business Issue
Lack of visibility and cost of IT
Move your service desk Inability to innovate

and disparate on-premises

Value Drivers
systems to a single cloud Shift budget from maintenance to innovation
Drive new efficiencies and demonstrate control
platform
Primary Product
ITSM
Secondary Products
ITOM, Performance Analytics
Build Apps

Power Person
VP IT Services
Evaluator
Director IT Services

Ideal Customer
Solving business problems – not just trouble ticketing

Industries
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All organizations, 500+ employees
 10 Second Pitch

Businesses want IT to be a With ServiceNow, you can

strategic partner. But IT consolidate on-premises tools to a
organizations with legacy modern, easy to use service
on-premises ITSM tools are management solution in the cloud.
spending too much “keeping
the lights on,” they don’t Gain real-time visibility, take control
of costs, and increase speed to
have real-time visibility into become a strategic partner.
operations, and they can’t
innovate fast enough. Red Hat eliminated their
“soul-crushing” legacy system,
let us show you how.
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 Top Power Person and Evaluators – Business Issues

VP IT Service Delivery Director IT Services Enterprise Architect

Power Person  Evaluator Evaluator

Job Responsibilities Investment outcomes Operational outcomes Technical outcomes

Business Issues Lack of innovation speed IT inefficiencies Architectural inefficiencies

Value Demonstrate strategic partnership Improving service delivery with Do more, faster
automation and self-service

Watch for: Legacy system administrators who are resistant to change

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 Top Power Person and Evaluator – Problem Prompters
VP IT Services Director IT Services
PROBLEM PROBLEM

1. Lack of operational visibility 1. Improve end user productivity

Do you have data in multiple systems making it hard to get a single, Do your end users have a single, easy way of requesting and
actionable view of IT performance? tracking services?
2. High cost of ownership 2. Act based on agreed business priorities
Are you investing time and money maintaining legacy IT systems Does your IT staff respond to requests based on business
without getting new benefits? priorities? Is there clear accountability?
3. Lack of speed 3. Increase IT efficiencies
Often a reliance on multiple point tools makes it difficult to support Are your teams spending too much time passing requests instead
new innovation. Do your systems support your requirements? of getting work done?

”tell
”tell me
me about
about it”
it” “is
“is itit because…?”
because…?” CONFIRM
CONFIRM ”tell
”tell me
me about
about it”
it” “is
“is itit because…?”
because…?” CONFIRM
CONFIRM

Are you investing time Does your staff respond

Q: and money maintaining
legacy IT systems without
getting new benefits?
Q: to requests based on
business priorities?

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ITSM 1 BUSINESS ISSUE
C O N TA C T VP IT Services

Improve IT speed and lower costs

ANXIETY QUESTION Are you a Strategic Partner to the lines of business and DevOps?

PROBLEM SOLUTION

1. Lack of operational visibility

1. Single System of Record
We often see organizations that have data in multiple systems making it hard for them to get a single,
What if all of your IT services were managed from a single system of record, simplifying process automation
actionable view of IT performance. Is this something you are experiencing?
and reporting?
2. High cost of ownership
2. Enterprise Cloud – no infrastructure required
Many organizations are investing time and resources in maintaining existing IT systems without getting new
What if you could free resources from managing infrastructure and focus them on service delivery?
benefits. Are you seeing this?
3. Portfolio and Platform
3. Lack of speed
What if you could easily extend your integrated IT management capabilities without having to invest in
Often a reliance on multiple point tools makes it difficult to support new innovation. Do your systems
costly and complex integrations?
support your requirements?

”tell me about it” “is it because…?” CONFIRM “What would it take to solve?” “What if you were able to…?” CONFIRM

VA LU E 1. CIO
POWER
2. CFO
3. Purchasing
1. Demonstrate control 4. LOB Leaders
Our customers have demonstrated the ability to deliver projects ahead of schedule, saving millions of 6. Director IT Services
dollars (St. Lukes, $4-5M), could we help you calculate the potential savings for your organization? 7. Enterprise Architect
2. Shift budget from maintenance to innovation OPEN PROBE CONFIRM
On average our customers experience a 450% ROI and payback in less than 8 months by moving to our
Enterprise Cloud, would you benefit from this type of savings?
1. Case studies PLAN
3. Drive new efficiencies 2. Analyst reports
Our customers are seeing efficiency improvements of 46% just by modernizing the way the manage 3. Customer references
incidents, would this be helpful? 4. Demo
5. Value assessment
6. EBC
7. POVs (as needed)
“What is it worth?” “Can we quantify ‘it’ for you?” “enough value…?” OPEN PROBE CONFIRM
ITSM 2 BUSINESS ISSUE
C O N TA C T Director IT Services

Poor end user experience, inefficient and manual processes

ANXIETY QUESTION Is your service delivery approach producing the right results?

PROBLEM SOLUTION

1. Consumer-like end user portal

1. Improve end user productivity
How much time would it save (employees and IT staff) having a consistent, easy way for requesting and
Do your end users have a single, easy way of requesting and tracking services? Are you sorting through
managing services?
email, calls and other point tools to track requests?
2. Automate assignment based on business needs
2. Act based on agreed business priorities
What if you had the ability to automate the assignment and priority of work based on business priorities?
Does your IT staff respond to requests based on business priorities? Is there clear accountability?
3. Automating processes across IT functions
3. Increase IT efficiencies
What if you could eliminate the inefficiencies of manual processes by automating key steps of your
Are your teams spending too much time passing requests instead of getting work done?
processes?

”tell me about it” “is it because…?” CONFIRM “What would it take to solve?” “What if you were able to…?” CONFIRM

VA LU E 1. CIO
POWER
2. CFO
3. Purchasing
1. Increase productivity – Delight end users
4. LOB Leaders
We’ve seen customers like Swiss Re process 1,300 requests per day by consolidating tools and providing a
6. Director IT Services
great service portal. Would this help your organization?
7. Enterprise Architect
2. Align IT priorities with business priorities OPEN PROBE CONFIRM
Equinix was able to reduce average time spent managing changes by 80% and simplify compliance by
automatically identifying key information and approvals. Can we show you how we can provide similar
value to your organization? 1. Case studies PLAN
3. Increase IT efficiencies by automating across functions 2. Analyst reports
By automating processes we’ve seen customers gain efficiencies of 46% with incident management alone. 3. Customer references
Can we help you identify areas efficiency gains? 4. Demo
5. Value assessment
6. EBC
7. POVs (as needed)
“What is it worth?” “Can we quantify ‘it’ for you?” “enough value…?” OPEN PROBE CONFIRM
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Challenges Facing IT Service Delivery Teams

Declining
Outdated Poor Time to
Customer
Legacy Tools Resolution
Satisfaction

At one point we were using Our manual processes are Staff is losing confidence in IT
three different stop-gap error-prone and extremely and beginning to find work-
products. They were too inefficient. It’s taking way too arounds such as “shadow IT” to
expensive to maintain and long to resolve incidents and get their work done.
added very little value! deliver services!

© 2017 ServiceNow All Rights Reserved 36

Best in Class ITSM : Consolidate

• Reduce redundant tools

CONSOLIDATE

• Consolidate into a single system of record

• Minimize upgrade complexity

• Improve team agility & responsiveness

• Enable IT to run at the speed of the business

© 2017 ServiceNow All Rights Reserved 37

Best in Class ITSM : Self Service

• Empower employees with single, efficient

consumer portal

• Deflect service delivery costs by 50% and

more 

• Improve customer engagement with portal

branding and social Q&A

• Optimized for mobile devices

© 2017 ServiceNow All Rights Reserved 38

Best in Class ITSM : Automation

• Automate manual repetitive tasks

• Achieve zero-touch service delivery

• Capture process knowledge

• Reduce manual-entry errors

• OOB integration with configuration automation tools

• Improve Agent Productivity

© 2017 ServiceNow All Rights Reserved 39

 ITSM Analyst Recognition

Gartner 2016 – ITSM Market Share

Other
23% ITSSM Magic Quadrant ITSM SaaS Delivery
ServiceNow MARKET LEADER MARKET LEADER
43%
Cherwell 2%
Ivanti 5%

ManageEngine 5%
Vendor Landscape
Problem Management
HPE 5% Enterprise Service Desk Software
MARKET SHARE LEADER
CHAMPION
BMC 19%

© 2017 ServiceNow All Rights Reserved 40

Eliminating Migration Risk

97% 90% 51,500

Active
12
Customer On Latest MILLION
Renewal Two Community Active
Rate Releases Members ITSM Users

© 2017 ServiceNow All Rights Reserved 41

Low Total Cost of Ownership

QUICK EASY LOW

GO-LIVE UPGRADE OPEX

35 days 90% on most 1 admin per

on average Recent 2 releases 1250 itil users

POWERFUL RICH VIBRANT

APPS CONTENT COMMUNITY

200+ apps 700+ integrations, 48’000+

certified store templates,… Active users

© 2017 ServiceNow All Rights Reserved 42

ITSM Innovation
Available Today Futures

Automated Predictive Automated Agent

Workflow Analytics Categorization Assist

Rule-Based Benchmarks Virtual

Assignments + Recommendations Agents

© 2017 ServiceNow All Rights Reserved 43

Performance Analytics
Manager

Executive
Optimize
Performance

Agent
Business Service
Dashboard

Expedite
Resolution

© 2017 ServiceNow All Rights Reserved 44

Benchmarks

Compare
Performance

Continual
Improvement

© 2017 ServiceNow All Rights Reserved 45

 Example: with Intelligent Automatic Classification
ATTENTION! This is art of the possible, not out of the box functionality in the actual release

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 Example with Virtual Agent
ATTENTION! This is art of the possible, not out of the box functionality in the actual release

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Benchmarks
KPIs and Configurability AVA I L A B L E I N

J A K A RTA

10 New KPIs – 7 ITSM, 3 CMDB Health.

Configure KPI Definitions for More Relevant Comparisons.

Mobile-friendly card view with

drill-down capabilities

Click to flip card for 6-month trend

© 2017 ServiceNow All Rights Reserved 56

Guided Setup
Proven Practices AVA I L A B L E I N

J A K A RTA

Accelerates Setup and Reduces Time-to-Value

Clear explanation of
each task

Task-by-task guidance

Overall progress
indicator
© 2017 ServiceNow All Rights Reserved 57
Service Level Management
Visual Timeline AVA I L A B L E I N

J A K A RTA

Proactively Track and Identify Tasks At Risk

Color coded SLA

status

[Screenshot or graphics to illustrate solution/feature here]

© 2017 ServiceNow All Rights Reserved 58

Surveys and Assessments
UX Enhancements AVA I L A B L E I N

J A K A RTA

Deliver More Personalized Experience with Service Portal Assessment Widget, Role-
Based Surveys and Domain Separation Support
Take Surveys and
Assessments from the
Service Portal

Long surveys and

assessments can be
paginated (appear on
multiple pages) by
category or question

© 2017 ServiceNow All Rights Reserved 59

Service Catalog
Enhanced Admin Management AVA I L A B L E I N

J A K A RTA

Automated Testing Framework Delivers Smoother Upgrades and

Proactive Troubleshooting

Items and record Configure automated testing

producing tasks for these items
and tasks

© 2017 ServiceNow All Rights Reserved 60

Updated Express Offering
Unified Codebase and Platform Across ITSM AVA I L A B L E I N

J A K A RTA
Address the ITSM Needs of Early Journey Organizations while Providing a
Consistent User Experience without Conversion

Full Platform access including

Service Portal and Graphical
Workflow

Extend with the entire

ServiceNow Store
ecosystem

Expand the ServiceNow

footprint with ITOM, ITBM, HR
and more

© 2017 ServiceNow All Rights Reserved 61

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Benefits of ITSM
Increased Productivity Reduce Operations Costs
• Standardized ITSM request process • Access ITSM portal 24*7
• Governed and Automated routing • Knowledge Base reduces interactive requests
• Faster response • Call avoidance through self-service

Improved Mgmt. of ITSM Services Better Service Experience

• Resource utilization • Minutes – not weeks
• Request type trending • Clear experience from end-user and admins
• Service performance metrics • Compliance, Clarity, Culture and Connection

© 2017 ServiceNow All Rights Reserved 63

Success metrics samples
see slide notes for details and quantitative examples

Operations Management Service Management Business Management

Mean Time To Repair (MTTR) Avg. cost per incident, change, request,… Projects completed on time and in budget

Time to provision services % call avoidance through self service % Lights-On vs Discretionary transformation expense

% of processes automated % of incidents reported by User vs IT-Ops % project aligned to business goals

Staff productivity ratio # of emergency changes due to non-compliance Staffing distribution & cost (in/off-shore, contractor,…)

% of routine tasks requiring highly skilled staffing Call and App avoidance through ESM approach % high value vs low value projects

Avg. staff to determine root cause and run remediation Audit Cycle time and cost Hardware/Software expenses ratio

# of process compliance exceptions # and % of major incidents % IT staff vs total employees

% of services meeting SLAs First call resolution rate Vendor distribution

First call resolution rate # of incidents/requests handled per rep.

Change success rate Cost of license audits

Asset TCO over time

Adherence to licence compliance

© 2017 ServiceNow All Rights Reserved 64

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Change Management Before

Change type?

© 2017 ServiceNow All Rights Reserved 66

Change Management After

Standardized Automated execution

changes
Simplified risk assessment

Streamlined CAB

AUTOMATION COLLABORATION SINGLE SYSTEM ANALYTICS

OF RECORD

© 2017 ServiceNow All Rights Reserved 67

Major Incident Management Before

Impacted Users

!
!
! !

!
!
Incident Email Closure
Technician Notification
Incident Triage Manual
Recovery
! !
!
!

© 2017 ServiceNow All Rights Reserved 68

Major Incident Management After

Automated Escalation Resolve & Notify

Mobile Self-Service Mobile
Routing
Request Notification
Impact Analysis

Cross Functional Collaboration

SELF-SERVICE AUTOMATION COLLABORATION SINGLE SYSTEM ANALYTICS

OF RECORD

© 2017 ServiceNow All Rights Reserved 69

Request Management Before

Purchase Request

Delivery
Intranet Request Submit IT
Fulfillment

Request Status
Manager Approval

© 2017 ServiceNow All Rights Reserved 70

Request Management After

Automated Fulfilment Mobile

Self-Service Service Catalog Approvals Notification
Request

SELF-SERVICE AUTOMATION COLLABORATION SINGLE SYSTEM ANALYTICS

OF RECORD

© 2017 ServiceNow All Rights Reserved 71

ServiceNow IT Solutions Increase IT Productivity by 20% and Reduce P1 Incidents by 25%
Forrester Study shows 195% ROI on the ITSM, ITOM and Performance Analytics Solutions

IT Productivity Lower Increased

and Capacity Infrastructure Costs Uptime
Reduce License and $1.2M Reduce P1 Incidents 25%
Maintenance Annually Fewer
Streamline End User 66%
Incidents & Requests Reduction in Touches Cost Avoidance $300K - $500K Time to Resolve 2X
Per Upgrade No New Functionality P1 Incidents Faster

$4.1M $3M
More Efficient IT Back- 20%
Improvement
Office Operations
in Fulfiller Efficiency Fully End User
Automated Services Productivity
Increased Time on 4X Remove Human Touches
20% Save End Users 11,250
Process Improvement Four Days per Week from 1000s
Zero Touch Requests 15 Minutes per Request Hours per Quarter
vs. One of Interactions

$9.7M $3M $1.3M

$17.3M* PV, 195%* ROI, 9 Month Payback

Present Value over 3 Years Participants: Centene, Covance, Maritz Travel, Northern Trust, Oshkosh, Statoil, WestJet , Anonymous

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 EVERY MONTH

OVER 30 COMPANIES
SWITCH FROM A LEGACY VENDOR TO SERVICENOW

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Eliminating Migration Risk

97% 90% 51,500

Active
12
Customer On Latest MILLION
Renewal Two Community Active
Rate Releases Members ITSM Users

© 2017 ServiceNow All Rights Reserved 75

 Saved $3M by consolidating

And, up to $500K per legacy

upgrade avoided
“We consolidated redundant ticketing system
across several acquired companies.”
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Reserved 76 -Greg Downer
Customer logos are the trademarks or registered trademarks of their respective holders and not ServiceNow
Senior IT Director
Proven Approach for Moving to ServiceNow
PHASE 1 PHASE 2 PHASE 3 PHASE 4

Prepare
• Document current
solution Discover
Pre- • Identify core team
• Setup meetings / • Process improvements
Implementation • Deploy
workshops Processes controls
• KPIs
• Future process doc • Determine
• Future state process adjustments to OOTB
flows • Big bang vs. iterative

Go Live
Post- Operate
Implementation • Train users
• Setup OCM process

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Deployment Best Practices
Based on over 3,600 successful customer, partner and professional services
engagements

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Deployment Highlights

GLOBAL
INSURANCE
COMPANY

Deployed Phase 1 14mo project Deployed in

in 3mo delivered in 8mo
Phase 2 in 2mo 6mo Upgraded in
4 weeks

Logos are trademarks or registered trademarks of their respective owners and not ServiceNow

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Steps for Success

Define and align processes

Recruit and enable

Communicate plan, goals and achievements
evangelists

Implement

Train

UAT

GO LIVE!

War Room

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Champion Enablement™ Center

Get the solutions you need to:

• Accelerate Go-live communication
• Establish a strategic program
• Share success with your Enterprise

Access Today!

www.servicenow.com/champion

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 W O R K AT L I G H T S P E E D

IT | HR | Customer Service | Security Operations | Business Apps

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