dan rogers - servicenow · dan rogers chief marketing officer. transformation priorities simplify...

DAN ROGERS

Chief Marketing Officer

Transformation Priorities

Simplify and Automate Work

Deliver Great Experiences

Innovate and Stay Ahead

Simplify and Automate Work

Transform IT

Get to Cloud

Faster

Modernize IT Service

Management

ITSM

Eliminate Service

Outages

ITOM

Run IT like a

Business

ITBM

Build Business

Apps

APPS

Transforming IT

Donna Woodruff,

Service Enablement Leader

Achieved Business Goals With

Limited Customization

Created A More Agile Dev

Model With New Platform

Aligned IT Resources & Priorities

With Exec Dashboard

Transforming IT

Build Apps in 1/3

of the Time1/3

Faster Time to Resolution10%

Increase in IT

Productivity20%

Donna Woodruff,

Service Enablement Leader

IT SECURITY HR BUSINESS APPSCUSTOMER SERVICE

Nonstop Cloud

Transform Across The Enterprise

Now Platform™

Deliver Great Experiences

Organization Models Don’t Drive Customer Experience

SUPPORT

IT

SALESMARKETING

BUSINESSUNITS

HR

THE CUSTOMER

FINANCE

BUSINESSUNITS FINANCE

SUPPORT

IT

SALESMARKETING HR

THE CUSTOMER

Service Management + ServiceNow = Great Customer Experience

THE CUSTOMER

Transforming Customer Experience

Ian Ashby,

Senior Vice President of Global Support

Consolidated Multiple

Support Systems

Created Workflow Across

Support & Engineering

Identified Issues & Engaged

Customers Proactively

Transforming Customer Experience

Ian Ashby,

Senior Vice President of Global Support

Increase in Retention

Increase in CSAT

Increase in NPS

1%

25%

10Points

Great Employee Experience

IT

SECURITY FACILITIES

LEGAL

HR

Employee Onboarding Has Been Terrible

FINANCE

IT

SECURITY FACILITIES

LEGAL

HR

Employee Onboarding As A Great Experience

FINANCE

Transforming Employee Experience

Carlie Bush

Director, HR Shared Services

Faster HR Service at a Lower Cost

Through Automation

Created Modern, Mobile

Onboarding

Transformed Employee Experience with

Self-Service Portal

Transforming Employee Experience

Carlie Bush

Director, HR Shared Services

30%HR Service

Productivity Gain

HR Service

Favorable Rating

50%Case

Reduction

90%

Innovate and Stay Ahead

MACHINE LEARNINGAI

PREDICTIVE SKYNET

INTE

LLIG

ENT

AG

ENTS

ABDUCTIVE REASONING

NATURAL LANGUAGE PROCESSING

ML

ALG

OR

ITH

MS

DAT

A

MIN

ING

DEEP LEARNINGPA

TTER

N

REC

OG

NIT

ION

BIG DATA

IOTTECHNOLOGY PIONEERS

CO

GN

ITIV

E C

OM

PU

TIN

G

NLP

PREDICTIVE ANALYTICS

DECISION TREES

REI

NFO

RC

EMEN

T LE

AR

NIN

GSUPERVISEDMACHINE LEARNING

UNSUPERVISED LEARNING CHATBOTS

ARTIFICIAL NEURAL NETWORKS

PREDICTIVE LEARNING

ENSEMBLE METHODS

© 2017 ServiceNow, Inc. All Rights Reserved

Machine Learning: What’s Hype and What’s Reality

Machine Learning Reality

1

Platforms

Will Provide

the Engines

2

A Contextual

High-Quality

Data Set Is Critical

3

A Concrete Use Case

Is the Only Way To

Get Results

The Intelligent Automation Engine™

PerformanceForecasting

Supervised Machine Learning

Anomaly Detection

Intelligent

Automation Engine

PeerBenchmarks

Our Strategy: Build Intelligence Into The Platform

IT SECURITY HR BUSINESS APPSCUSTOMER SERVICE

Now Platform™