Mobile Strategies That WorkJuly 2013Prepared for Central Ohio SNUG

Dan Turchin | ServiceNow | Sr. Director Product Management

Objectives

1. Understand our mobile roadmap2. Consider how mobile can help your organization3. Plan your mobile strategy4. Q&A

3

But first…

Our mobile philosophy

Mobile firstDesign for mobile use cases. Reduce clicks, eliminate

unnecessary typing, and personalize the interface.

Presence-awareMake the mobile user experience better than the web by incorporating status, presence, social cues, and location.

Embrace consumerizationMake accessing, managing, and using ServiceNow when

mobile intuitive, familiar, and secure.

Mobile in Berlin, Calgary, and Dublin

Release Smartphone Tablet

Berlin Mobile views Web interface

Calgary Mobile views iPad HTML5 app

Dublin iOS and Android HTML5 app iOS and Android HTML5 app

iPhone in Berlin iPad in Calgary iPhone in Dublin

Mobile in Berlin

Key features• Platform integration• Device detection• Unified architecture• Social integration

Mobile in Calgary

Key features• iPad HTML5 app• Card view• Favorites• Preview pane• Multi-column filter in lookup lists

Future directions

Push alerts Social integrations

Status and presence

CIO dashboards

Local storage Smart scanning

SSO and cloud storage

integrations

Broader OS support

Why your mobile initiative will succeed

Where’s the business value?Business projects succeed. Technology projects fail.

What are our business

objectives?

What gives us a competitive advantage?

How will improved

responsiveness impact the business?

Mobile strategies that work...answer these three questions

Who will benefit most from mobile and why?

Are we ready for it culturally and technologically?

Where will adoption be quickest?

Mobile readiness top tenProactively engage key stakeholders

What is our BYOD policy?

What is our MDM (Mobile Device Management) policy?

Are Android and iOS devices secured using a third-party agent?

Are BlackBerry users assigned to a BES (BlackBerry Enterprise Server)?

Is our device support policy different for smartphones and tablets?

What is our data storage policy for mobile devices?

Does our privacy policy allow the sharing of location-based information?

How do we authenticate to internal applications from mobile devices?

Who owns mobile security? Support? Provisioning? Billing?

Why you’ll succeed

Reward good behavior

Cultivate power users

Have a plan

Have a strategy

Learn from the best

IT Users Business Users

Managers

Resources

Your peers

Your intuition

Our demo and wiki

Our whitepaper

Our whole crew’s here to help

Dan Turchin

Sr. Director Product Management

e: dan.turchin@servicenow.com

p: (408)899-3954

m: (650)533-0918