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Morning Welcome
Brian Marvin
Vice President of Federal Sales
ServiceNow
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Thank You to Our Sponsors:
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4 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
Bob Osborn Chief Technology Officer, Federal
4
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Changing the Way Government Works
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6 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
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7 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
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8 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
8
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9 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
9
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10 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
Artificial Intelligence; beyond automation
10
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11 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
1
1
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12 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
1
2
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13 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
1
3
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14 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
1
4
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15 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
1
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16 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
Guided Tours
Now Platform™Virtual Agent
Service Portal
Service Catalog
Knowledge Mgmt
Notify PushMobil
e
Connect
Supervised
Machine Learning
Workflow
Flow Designe
rIntegratio
n Hub Orchestration
CMDB
Visual
Task Boar
d
Anomaly Detectio
n
Actionable
AnalyticsTime Series
Database
PeerBenchmarking
DelegatedDevelopment
AutomatedTesting
ServicePortal
Designer
Studio
INTELLIGENT APPS
Customer Service Mgmt
Field Services
Communities
CUSTOMER
SERVICE
Case & Knowledge
Onboarding& Transitions
Employee Service Center
Employee Document
HR
SecurityIncident Response
Vulnerability Response
Trusted Security Circles
Threat Intel
Risk
Policy & Compliance
Audit
Vendor Risk
SECURITY
AppPortfolio
Incident
Problem
Change
Release
Asset
Cost Walk Up
CSI
SW Asset Mgmt
SW Distribution
LicenseChangeProjections
Demand ProjectPortfolio
Resource
Agile Dev
Test Mgmt
Financial Planning
FinancialModeling &Charging
Event Mgmt
Service Mapping
Discovery
Orchestration
Cloud Management
Operational Intel
IT
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17 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
Now PlatformThe intelligent and intuitive platform for work.™
®
The strategic platform to build any workflow app fast
3 Workflow
Experiences
CustomerEmployee IT
Workflow Apps Partner Apps
Now Platform App EngineBuild enterprise workflow apps fast
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18 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
“Practical AI”
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19 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
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20 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
KingstonQ1
LondonQ3
MadridQ1
New YorkQ3
OrlandoQ1
ParisQ3
2018 2019 2020
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21
FedRAMP High • DOD IL4 “In Process”!
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22
FedRAMP High • DOD IL4 “In Process”!Scheduled availability is September 2019
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CENTER SCREEN
2
3
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24 © 2019 ServiceNow, Inc. All Rights Reserved. Confidential.
Save the date
May 5–9, 2019 • Las Vegas, NV
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Suzette Kent
Federal Chief Information Officer
Office of Management and
Budget
Government Keynote
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TECH Talks
Aaron Kinworthy
Senior Director, Federal
ServiceNow
Jim Watson
Director, Federal
ServiceNow
Brian Fogg
CTO, Federal Civilian
General Dynamics Information
Technology
David Shive
CIO
General Services
Administration
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• Beyond Intelligent Processes, How we are Leveraging the Growing Ecosystem: Partnered with IronArch Technology to develop an innovative tool for cloud ordering and calculating service cost
• Moving to processes leveraging AI/ML/DL
• Integrate InContact to scale platform for intelligent call handling and routing
• GDIT has streamlined client application provisioning by leveraging ServiceNowinheritance model to turn days into hours
• Increase A&O beyond process to include infrastructure devices configuration & status
• SN Discovery & Service Mapping, GDIT Atlas to improve insights and capturing As-Is
• Most started with traditional ITSM/ITBM use case
• Implement automation & orchestration (A&O)
The Extensible Platform Journey
1 2
3 4
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• Begin with the mission to be delivered
• Understand the linkages in your infrastructure
• On-prem & Cloud
Business Service Map
• Collect events at scale
• Tie in Risk Management
• Embrace IaC best practices for CI and CD pipelining
Event Management
• Monitor for trends (don’t have “users as your sensors”)
• Move to real-time insights, automatic tracking of “normal”
• Click-through, drill
down & around
Performance Analytics
• Enable automated response and remediation for select use cases
• Monitor accuracy and confidence
• Assess impact
Closing the Response Loop
Predicting an issue, assess the situation, make a decision, implement an automated response
Driving towards an Autonomic/Self-healing Future
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Further Enhancing User Experience with Virtual Agents
Adopt virtual agent technology that converses conversationally and naturally
ANSWERS
Key Features Benefits
Interactively submit ticketsQuicker and easier for employees, accurate routing for agents
Find what you need faster in self-service portals
Improve self-service adoption
Order goods and services Improve self-service usability
Ask questions and get better answersReduce call volume and improve customer satisfaction
Automatically prioritize, route, and assign incidents and/or requests
Key Features Benefits
Intelligent routing Fewer hops, lower MTTR
Route around level one triage Reduce cost per ticket
Predict the value of any field in any form in any app
Reduce human error and resource dependencies
Analyze routing and assignment patternsMake better decisions about resources, costs, and triage processes
PREDICT
Use predictive analytics to monitor interactions
Key Features Benefits
Visualize trends based on automated interactions
Understand health of service
View common questions and answers Improve content coverage and quality
View service health trendsTake proactive action to reduce user impact
View routing trends by assignment groupOptimize triage processes by visualizing how work is allocated
ANALYZEProvide information across multiple systems of record
Key Features Benefits
Pin answers to questions Shift support burden to self-service faster
Show fulfillers the right answer with intuitive cards
Reduce MTTR
Deliver answers across data sourcesProvide the best answers without process changes or tool consolidation
Visualize answer trendsEliminate content gaps and improve content quality
ADVISE
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TECH Talks
Aaron Kinworthy
Senior Director, Federal
ServiceNow
Jim Watson
Director, Federal
ServiceNow
Brian Fogg
CTO, Federal Civilian
General Dynamics Information
Technology
David Shive
CIO
General Services
Administration
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Roadmap: Adapting New Technologies for Tomorrow’s
Government
Francis Rose (Moderator)
HostGovernment
Matters
David BennettDirector of
Operations and CIO
Defense Intelligence
Systems Agency
La’Naia JonesDeputy CIO of
the Intelligence Community Office of the Director of National
Intelligence
Mitchell KenfieldPrincipal,
ServiceNow Practice Leader
KPMG
Bob OsbornFederal CTO ServiceNow
Col. Stoney TentChief of
Operations for the Joint Artificial
Intelligence Center
Department of Defense
Charles Worthington
CTODepartment of Veterans Affairs
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Activating the Digital HR Organization
Kate Reilly
HRT Transformation Leader
Deloitte
Lindsey Willis
Division Chief, Systems Management Division
Office of Human Capital and Talent
Management (HCTM)
U.S. Agency for International Development
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USAID and Future of Digital HR
Lindsey Willis and Kate Reilly, 2019
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USAID and Future of Digital HR2019
35
The world is changing and the future is arriving now
The Future of
EnterpriseThe Future of
WorkforceThe Future of
How Work Gets Done
Disruptive forces sharply drive how we live and how we work, creating an imperative for new solutions.
9 50x % 61%
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USAID and Future of Digital HR2019
36
The future of HR requires agencies to make shifts
Transformation to
Doing Digital Things
Advanced Technology
HR Customer Centricity
Digital Traits & Behaviors
High-Impact HR Operating Model
SUSTAINED PERFORMANCE
BEING DIGITAL
Work Redistribution
Compliance & Control
EXPONENTIAL HR PROFESSIONAL
TRUST & EMPOWERMENT
HUMAN-CENTERED SOLUTIONS
VALUE CREATION INITIATIVES
Center-Driven Solutions
HR Program & Process Design
UNIFIED ENGAGEMENT PLATFORM
PRODUCTIVITY
Integrated Systems
Usability
FOCUS
ENABLERS
LENS
MIND-SET
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This is a subhead, which is best kept to no more than two lines.
USAID Transforms Countries, Economies, and Communities…
Now it’s transforming itself.
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38
“HR IS A BLACK HOLE”
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USAID and Future of Digital HR2019
39
LaunchPad: Engaging and Enhancing Workforce Experience
LaunchPad Homepage
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USAID and Future of Digital HR2019
40
My Requests: Accountability through Transparency
LaunchPad Homepage
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41
“MY DATA
IS WRONG”
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USAID and Future of Digital HR2019
42
My HR Data:
Data in one place,
in layman’s terms
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43
“WHERE IS MY CABLE…I LEAVE
TOMORROW”
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USAID and Future of Digital HR2019
44
The Assignments and Bidding Solution: Changing the Way Work is Getting Done
Getting to Post (G2P) Metrics
3XFASTER
Cable
processin
g
Qualitative Benefits
Standardization of Cable Language
Automated Workflow
Automated Tracking of SLA Compliance
Metric Before After
Time to
process
cables
3 months < 1 month
21.9 days
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45
“I GET DIFFERENT ANSWERS
EVERY TIME”
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USAID and Future of Digital HR2019
46
Knowledge Base: Information at your fingertips
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47
“WHO DO I TALK TO TO GET
SOMETHING DONE?”
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USAID and Future of Digital HR2019
48
Moments That Matter: Empowering Users
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USAID and Future of Digital HR2019
49
PAR Automation: Disrupting Technology Reinventing the Workplace
Moments that Matter Questionnaire for Users
Automatically Populated SF-52 for HR
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50
What’s Next?
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USAID and Future of Digital HR2019
51
Where is USAID’s journey taking them?
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USAID and Future of Digital HR2019
52
Artificial Intelligence and Robotics: AI-Powered Chatbot
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USAID and Future of Digital HR2019
53
PAR Automation and Robotics
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USAID and Future of Digital HR2019
54
PAR Automation and Robotics
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This publication contains general information only, and none of the member firms of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collective, the “Deloitte Network”) is, by means of this publication, rendering professional advice or services. Before making any decision or taking any action that may affect your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be responsible for any loss whatsoever sustained by any person who relies on this publication.
As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte USA LLP, Deloitte LLP and their respective subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.
Copyright © 2019 Deloitte Development LLC. All rights reserved. Member of Deloitte Touche Tohmatsu Limited
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