modernize it service management - servicenow.com · web viewagile delivery21. agile...
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Example Messaging Snippets for Communications
This document has snippets of common benefits realized by our customers using the ServiceNow platform that can be used as message starters.
The messaging you finalize for your communications should consider your company’s specifics in terms of functionality and the unique business issues and goals for which you are solving. Take the time to understand what the benefits are for your enterprise and users, then modify the message starters – this will assist with connecting to your audience.
Table of Contents
MODERNIZE IT SERVICE MANAGEMENT...............................................................................................3INCIDENT MANAGEMENT...............................................................................................................................3CHANGE AND RELEASE MANAGEMENT.............................................................................................................4PROBLEM MANAGEMENT...............................................................................................................................5ASSET MANAGEMENT...................................................................................................................................5SERVICE CATALOG.........................................................................................................................................6KNOWLEDGE MANAGEMENT..........................................................................................................................7SERVICE LEVEL MANAGEMENT........................................................................................................................7SURVEYS AND ASSESSMENTS...........................................................................................................................8
ELIMINATE SERVICE OUTAGES..............................................................................................................9DISCOVERY..................................................................................................................................................9SERVICE MAPPING......................................................................................................................................10EVENT MANAGEMENT.................................................................................................................................10ORCHESTRATION.........................................................................................................................................11CMDB (CONFIGURATION MANAGEMENT DATABASE).......................................................................................11OPERATIONAL INTELLIGENCE.........................................................................................................................12
MANAGE CLOUD SPRAWL..................................................................................................................13
RESOLVE REAL SECURITY THREATS FAST.............................................................................................14SECURITY OPERATIONS................................................................................................................................15GOVERNANCE, RISK, AND COMPLIANCE..........................................................................................................15
TAKE CONTROL OF YOUR APPS, PROJECTS, AND FINANCIALS.............................................................17PROGRAM AND PORTFOLIO MANAGEMENT.....................................................................................................17
Demand Management.......................................................................................................................17Resource Management......................................................................................................................18Project Portfolio Management...........................................................................................................18
APPLICATION PORTFOLIO MANAGEMENT........................................................................................................19Application Portfolio Management....................................................................................................19Software Asset Management.............................................................................................................19
IT FINANCIAL MANAGEMENT........................................................................................................................20Financial Planning..............................................................................................................................21Financial Reporting............................................................................................................................21
Cost Transparency..............................................................................................................................21AGILE DELIVERY..........................................................................................................................................21
Agile Development.............................................................................................................................21Test Management..............................................................................................................................22
RESOLVE CUSTOMER ISSUES AT LIGHTSPEED......................................................................................23CUSTOMER SERVICE MANAGEMENT...............................................................................................................23FIELD SERVICE MANAGEMENT.......................................................................................................................24KNOWLEDGE MANAGEMENT........................................................................................................................25
OPTIMIZE PERFORMANCE WITH REAL-TIME ANALYTICS.....................................................................27PERFORMANCE ANALYTICS...........................................................................................................................27
CONSUMERIZE THE EMPLOYEE SERVICE EXPERIENCE..........................................................................29HR SERVICE DELIVERY.................................................................................................................................29ENTERPRISE ONBOARDING AND TRANSITIONS..................................................................................................30EMPLOYEE SERVICE CENTER..........................................................................................................................31CASE AND KNOWLEDGE MANAGEMENT..........................................................................................................32
BUILD BUSINESS APPLICATIONS AT LIGHTSPEED.................................................................................33SERVICENOW PLATFORM.............................................................................................................................33SERVICE CREATOR.......................................................................................................................................33SERVICE PORTAL DESIGNER..........................................................................................................................34DELEGATED DEVELOPMENT..........................................................................................................................34STUDIO IDE...............................................................................................................................................35INSTANCE SECURITY DASHBOARD...................................................................................................................35GUIDED TOUR DESIGNER.............................................................................................................................35EXAMPLE BUSINESS APPLICATIONS.................................................................................................................36
Facilities Management.......................................................................................................................36Legal Service Management................................................................................................................36Marketing Service Management........................................................................................................37Vendor Performance Management....................................................................................................37
INDUSTRY SOLUTIONS........................................................................................................................39FINANCIAL SERVICES WITH SERVICENOW.........................................................................................................39HEALTHCARE..............................................................................................................................................39HIGHER EDUCATION....................................................................................................................................40LIFE SCIENCES............................................................................................................................................40PUBLIC SECTOR..........................................................................................................................................40
PLATFORM CAPABILITIES – ACROSS SOLUTIONS.................................................................................41REPORTING...............................................................................................................................................41EDGE ENCRYPTION......................................................................................................................................41CONNECT..................................................................................................................................................42WORKFLOW..............................................................................................................................................42VISUAL TASK BOARDS..................................................................................................................................43MOBILE....................................................................................................................................................43
Modernize IT Service ManagementHow to Modernize IT Service Management Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-improve-it-delivery.pdf
Deliver a Single Cloud-Based IT Service Management Platform
Get Up and Running Quickly: Guided setup with embedded help makes it easy to standardize service delivery and automate manual,
repetitive setup tasks
Assign Work Fast Automated routing, drag-and-drop assignments, and integrated collaboration simplify the way teams
work together
Simplify Service Delivery Easily configured portal provides users with a consumer-like experience for requesting and tracking
services
Gain Control with Full Service Visibility Dashboards provide consistent and actionable information for service demand, service-level compliance,
and other key performance indicators
Incident Management
Streamline service restoration following an unplanned disruption to service delivery
Rapidly Restore Service Quickly determine the impact and potential cause of an incident, correlating incidents with recent
activities, such as changes, that may have caused them Easily search for solutions and workarounds in the ServiceNow Knowledge Base Restore service even faster with self-service password resets and pre-defined automated fixes for
common issues using ServiceNow Orchestration
Improve End-User Satisfaction Provide anywhere, anytime service support with built-in mobile access Empower users to find answers and get help through an intuitive, self-service portal Encourage collaboration and crowdsourcing with embedded social IT
Drive Service Improvement Provide real-time transparency into operations with configurable, role-based dashboards Identify service improvement and training opportunities with survey and knowledge article capabilities Drive decision making by monitoring Key Performance Indicator (KPI) trends with ServiceNow
Performance Analytics
Incident customer testimonial - Standard Life: Increased service-level agreement compliance 25% for incident management.More Incident Information Resources: http://www.servicenow.com/products/it-service-automation-applications/incident-management.html
Change and Release Management
With a centralized system of record and a single integrated change calendar, you’ll minimize the risks and costs associated with rapid changes, and be better positioned to set expectations around change management in your company
Integrated Change Process Across IT Provide a single, auditable repository of all planned changes and releases Reduce duplication of effort with right-click- integration to other ServiceNow delivery processes Access accurate asset and service information, straight from the ServiceNow Configuration Management
Database (CMDB)
Reduce Costs Lower the expense of business-critical service downtime Curtail IT costs of change-related incidents and problems Minimize financial impacts by backing out unsuccessful changes or by quickly deploying change fixes Increase efficiency and accuracy by utilizing the Standard Change Library
Improve Service Relationships with the Business Help users understand the complexity and risks associated with changes Better manage expectations about change timeframes Increase user satisfaction with predictable and well-executed change and release cycles
Gain Insight into Changes and Releases Offer increased visibility into the change schedule with an intuitive change calendar Protect business operations and ensure that the right risk and impact factors are being considered with
dynamic calculations in the change risk calculator Understand change conflicts with other changes or blackouts by using embedded ITIL change
management collision detection Improve configuration management and asset management data quality through closed-loop change
management
Control Change Across Functions Provide insight into the potential business risks associated with an IT change Create, monitor, approve, and execute changes anywhere, anytime, on any device Support functional and geographic differences via chat and ServiceNow Live Feed collaboration Leverage virtual chat rooms for emergency approvals or on –the-fly change advisory board meetings
Change customer testimonial – Lennox International: IT now tracks all infrastructure changes and submits them weekly to the company’s Change Review Board for approval. This greatly reduces the risk of dependence on unavailable assets.
More Change Information Resources: http://www.servicenow.com/products/it-service-automation-applications/change-and-release-management.html
Problem Management
Minimize the business impact of service disruptions, and prevent future disruptions from occurring
Increase Business Productivity Reduce the time and effort IT spends resolving repeat incidents Minimize service disruptions and their impact on the business Speed resolution times by publishing solutions and workarounds in a knowledge base
Accelerate Root Cause Analysis Investigations Determine the impact and potential cause of a problem with right-click access to service relationships and
configuration item health Correlate problems with recent activities, such as the changes, that may have caused them Deliver superior troubleshooting quality and consistency using the Kepner-Tregoe structured problem
analysis methodology
Improve Transparency and Communications Provide real-time transparency into operations with configurable role-based dashboards Give updates to all service subscribers through email with built-in subscription-based notifications
Problem customer testimonial - Lexmark: The Lexmark team has standardized practice on a global basis allowing them to respond more quickly to problems, direct change, and enable the organization to scale as needed.
More Problem Information Resources: http://www.servicenow.com/products/it-service-automation-applications/problem-management.html
Asset Management
Gain full visibility and control of your hardware and software assets.
Depend on one source of truth Make informed asset decisions – around capacity, asset refresh, vendors, and more – using accurate asset
portfolio data consolidated within a single system of record Access both business and configuration information assets by linking the asset repository with the
ServiceNow configuration Management Data Base (CMDB) View a single pane dashboard that shows the organization’s software portfolio, including what is owned,
what is deployed, and the variance Monitor Key Performance Indicator (KPI) trends with ServiceNow Performance Analytics
Reduce Costs Lower software spends by making informed decisions on software need and the potential to use lower
cost software versions Reduce wasted resources by identifying and removing underutilized assets Automate asset lifecycle processes in order o eliminate repetitive human tasks and the associated costs Consolidate vendors and asset models, and retire contracts that no longer provide value to the business
to lower maintenance costs Influence asset demand and expense by displaying asset prices in the ServiceNow Service Catalog and
issuing chargebacks using ServiceNow Cost ManagementEnhance Governance
Control asset distribution by centralizing request through a role-based service catalog Enforce policies, contractual agreements, and regulatory requirements when new requests are
submitted; using workflow to validate requester eligibility and to obtain approvals before fulfillment Confirm all internal and external compliance requirements are met by periodically testing controls
with ServiceNow Governance Risk and Compliance Track entitlements so that unauthorized software can be flagged for removal or new license purchase
Mitigate Risks Accurately track software license compliance and usage Reduce audit preparation efforts Notify contract owners when renewal and expiration dates approach to prevent lapses in coverage Strengthen change management risk calculations by including business information about assets, such as
age or lease expiration date
Asset customer Testimonial – Informa: Before ServiceNow, Informa kept asset information in individual spreadsheets, which made it difficult to define processes and build relationships among the assets.
More Asset Information Resources: http://www.servicenow.com/products/it-service-automation-applications/asset-management.html
Service Catalog
End-users seek modern ways to interact with IT and other shared services groups across their organization
Deliver a Modern Service Experience Provide end-users with a single storefront to request any IT or business service, backed by a single or
multiple service catalogs Provide a self-help interface to enable consumer-like interactions wit IT and other corporate service
providers such as HR and facilities Achieve higher customer satisfaction by aligning service offerings with customer needs
Increase Operational Efficiency Promote self-help and menu-driven requests to reduce service desk and call center workloads Use the Catalog Item Designer feature to grant Service Owners the ability to create and maintain items in
the service catalog, items that include workflow for approvals and multiple delivery teams Eliminate duplication of effort, ensure accuracy of information, and speed up process execution with
automated fulfillment across the enterprise
Deliver Insightful Financial Reporting Publish service levels, including tiers and their respective cots to set user expectations Use chargeback and differential pricing models to better manage demand Use service catalog usage and cost data to better assess demand for services, service costs, and
improvement opportunities
Service Catalog customer testimonial – Lexmark: The Lexmark team has standardized practices on a global basis allowing them to respond more quickly to problems, direct change, and enable the organization to scale as needed.More Service Catalog Information Resources: http://www.servicenow.com/products/it-service-automation-applications/service-catalog.html
Knowledge Management
Capture knowledge from across the organization and package it up to make it readily available for shared use
Improve Workforce Effectiveness Through Self Help Empower employees to easily search for knowledge through a self-service portal Expedite knowledge creation and improve workforce engagement through social Q&A
Analyze knowledge consumption trends and take proactive action to improve service delivery Expand knowledge management outside of IT with multi-departmental knowledge base support
Reduce the Costs of Service Delivery Reduce the number of escalations to level 2 and level 3 by equipping service desk technicians with
actionable knowledge articles for most common problems Integrate knowledge directly from incidents, problems, and change requests’ resolutions Bootstrap your knowledge base directly from existing word document library through mass document
import
Deflect the Number of Incidents Propagate knowledge to prevent incident creation using contextual search Enable non-IT users to resolve IT problems, find HR information and policies, and retrieve legal guides
with contacting the help desk Access knowledge articles and get questions to answers on any device, anytime
Knowledge customer Testimonial – Automic: Knowledge search in a Self-Service Portal to deliver outstanding B2B customer service
More Knowledge Information Resources: http://www.servicenow.com/products/knowledge-management.html
Service Level Management
ServiceNow® Service Level Management (SLM) is a comprehensive platform capability used to document and track all service level commitments between IT and non-IT service providers and their customers.
Once defined, SLM provides detailed visualizations to easily understand active SLAs, automates notifications and escalations to keep all relevant parties informed, and provides access to key metrics to understand organizational performance against service commitments.
Centralize how you manage your service level agreements (SLAs), automate your workflow to avoid SLA breaches, and proactively manage SLAs at risk.
Centralized SLA Management• Define all IT and non-IT service level commitments and monitor performance in one system• Easily document SLA, operational level agreement (OLA), and underpinning contract (UC) definitions for IT
and non-IT services based on your organization's requirements• Specify the schedule, timings, conditions, workflows, and other information required to meet agreements• Whether you are a provider or consumer, easily see service level expectations and real-time status
updates
Workflow Automation• Deliver service consistently to reduce SLA breaches and improve customer satisfaction• Configure your workflows to take automated actions to support SLAs; for example, remind users to
complete tasks or notify supervisors when an SLA is about to breach
Service Level Timeline• Gain detailed insight into the evolution of an SLA• Proactively manage SLAs at risk• Learn which related task events triggered SLA stage changes
• See all SLAs associated with a related task View details such as the stage a task SLA is in and if it has breached
• For a task SLA, see the actual and business elapsed time and percentage, and the actual and business time left in days and hours
Surveys and Assessments
Continual Service Improvement (CSI) is more than just the fifth stage in the ITIL process. CSI is an integral part of the entire service lifecycle for organizations committed to delivering a better service experience. With ServiceNow® Surveys, you can create surveys and collect responses around various aspects of service delivery, right from within the ServiceNow platform. With ServiceNow Assessments, you can evaluate, score, and rank items, processes, or projects. For example, you can assess projects that executives want to evaluate for effective management, or rate and compare a vendor's goods and services.
Understand how your internal clients or customers experience your service delivery, assess your performance, and identify actions you can take to continually improve.
Integrated Experience• ServiceNow Surveys are available within the Now Platform™• Agents or Service Desk Managers can administer surveys without leaving the platform• Recipients can respond from within the Service Portal, giving them a consistent service experience
Consumer-Friendly Interface• Offer more modern and consumer-like business surveys• Take advantage of our mobile-friendly interface and allow users to respond from any device• Support the selection of multiple answers, offer ranking-type questions, and even allow recipients to
respond with predefined emojis to indicate their level of satisfaction
Agent-Friendly Capabilities• Create, schedule, and send surveys from a single page• Save drafts until you are ready to publish the survey• Customize the color scheme, create conditional questions, and allow users to change their responses • Analyze results by category to get deeper insights faster• Enable easier auditing by deactivating surveys without deleting them
Fast Feedback• Create and get feedback on evaluations such as Vendor Assessment, Project Assessment, and Risk
Assessment• Attach all relevant records in a single assessment• Assign sections of the assessment to specific stakeholders as needed
Eliminate Service OutagesHow to Eliminate Service Outages Infographic:
http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-prevent-it-outages.pdf
Proactively Identify Service Issues, Pinpoint Disruptions, and Automate Remediation
Proactively Identify Issues Know the status of critical business services through a single dashboard; IT will be the first to know before
problems arise
Pinpoint Disruptions Quickly identify the business services experiencing problems, review the infrastructure and operational
data to determine root cause and the best approach to resolution
Automate Remediation Reduce time to resolution by seamlessly connecting information, people, and processes; automatically
remediate problems and initiate the incident process, understand the impact of change, gain approvals as needed, and continually communicate with all stakeholders through resolution on a single platform
Discovery
Discovery product offers a repeatable and reliable method to identify the elements of enterprise hybrid infrastructure, making it possible to capture an accurate and up-to-date map of CI relationships. When paired with ServiceNow Service Mapping, it enables you to accurately identify all services and infrastructure across the enterprise.
Discover Hybrid Infrastructure Quickly Rapid non-disruptive discovery with an agentless architecture Software probes, sensors, and patterns that can be easily modified Automatically match discovered devices with existing CIs in the CMDB Map CI relationships
Enhance Service Processes Integrated mapping of hardware, software, virtual and cloud resources, and running applications Faster problem resolution Lower-risk change execution
Identify and Interrogate Custom Devices and Applications Customize discovery commands, fields, tables, and relationships descriptions Easy and bi-directional integration for federation with other data sources Integrate with third-party applications such as industry-standard Privileged Access Management solutions
Discovery customer testimonial – Kimberly-Clark: With Discovery, Kimberly-Clark has greater visibility, automati0n, and control over 850,000 configuration items and 1.5 million IP addresses
More Discovery information resources: http://www.servicenow.com/products/discovery.html
Service Mapping
Become Service-Aware Extend the ServiceNow CMDB to be service-aware by automating the creation and maintenance of
accurate end-to-end service maps across hybrid infrastructure Increase availability of key business services by prioritizing component-specific incidents based on the
impact to the business
Gain Instant Visibility of Service Health and Availability Equip IT staff to respond quickly and efficiently to critical business issues Reduce Mean-Time-To-Repair (MTTR) through rapid isolation of underlying causes of service-impacting
problems – without the need for inefficient ‘war-room’ scenarios
Understand the Business Impact of Change Determine how change management processes impact the availability of critical business services by
correlating problems with recent change activities Quickly understand if a detected change is approved or not, if an approved change has been deployed
correctly and potential cascading changes required, prior to approving a change request
Dramatically Simplify Service Continuity Planning Know what needs to be included in data center migration efforts and which IT components need to be
replicated in a backup data center to guarantee service continuity Automate the creation and maintenance of accurate business service topology maps to ensure that there
are no omissions that could compromise continued service operation
Service Mapping customer testimonial – El Al Airlines: “The visibility provided by ServiceWatch allowed us to drastically improve our time to resolution of critical
IT issues.”
More Service Mapping information resources: http://www.servicenow.com/products/service-mapping.html
Event Management
With ServiceNow Event Management, we can reduce event noise, prevent outages with predictive machine-learning capabilities, and act rapidly and effectively to keep your business running smoothly.
Increase Service Availability Filter incoming events to reduce noise by 99% and generate qualified alerts Automatically trigger IT processes for rapid remediation of service-impacting issues Prevent outages by seeing the knock-on effects of critical alerts, with percentage of probability Prevent outages with ServiceNow Operational Intelligence by seeing infrastructure anomalies that
indicate potential service outages Automatically create incidents and trigger IT processes for rapid remediation of service-impacting issues
Understand Impact On Business Services Gain visibility into how services are impacted by events with an intuitive dashboard and interactive
dependency views Prioritize issues appropriately to ensure the availability of services critical to your business Define SLAs for business services and CI statuses to measure availability of services and infrastructure
Leverage Existing Infrastructure Monitoring Easily connect existing monitoring tools to ServiceNow with a simple, high throughput REST API Consolidate multiple event sources into a single management console Use out-of-the-box connectors and create custom connectors with JavaScript
Use A Common Knowledge Base and Data for All IT Processes Leverage the ServiceNow platform to correlate alerts with ServiceNow’s incident, problem, and change
capabilities Implement automatic remediation through orchestration
Event Management customer testimonial – Zillow: Zillow Group creates a unified view of events and incidents across their data center
More info: http://www.servicenow.com/products/orchestration/event-management.html
Orchestration
Automate IT processes, configure business services, and remediate service issues
Accelerate Service Delivery Reduce cycle time and effectively accelerate delivery of services to the business Quantify the actual and projected value of automation Provision, update, and clone complete business services automatically Break down service provisioning into a modular set of infrastructure services that can easily be swapped
out to adapt services to different environments and underlying technologies
Improve Quality of Service Use automation to improve responsiveness to business needs, and replace error-prone manual and
stitched-together methods that result in service outages Automate the configuration of data center assets Respond quickly and easily to configuration change requests by offering provisioning, automation, and
more through the ServiceNow Service Catalog Provide end-users with a consistent, streamlined user experience for resetting passwords
Gain Control and Ensure Compliance Define and drive the desired state of infrastructure rom the single system of record in ServiceNow
Orchestration customer testimonial – Flex: “Change is a business requirement for us. ServiceNow lets us anticipate business needs and react to them quickly. ServiceNow enables us to be fast and to be good at providing solutions to the business.”
More Orchestration information resources: http://www.servicenow.com/products/orchestration.html
CMDB (Configuration Management Database)
Gain Visibility Into Your IT Environment• Consolidate disparate IT management systems into a single system of record that enables you to see all of
your IT assets and how they're functioning at all times
Build and Maintain a Single System of Record• Store and manage infrastructure and service information only once• Reduce duplication of effort and cost
• Ensure information accuracy• Accelerate process execution
Shape the Enterprise Service Model• Get an end-to-end view of configuration item lifecycles and relationships• Maintain data integrity through workflow, escalations, and scheduling• Trust validated configuration data when making decisions about change
Gain Actionable Insight• Use data visualization to provide context• Understand the impact of incidents, problems, and changes on configuration items (CIs)• Flag unapproved changes to CIs for change governance• Pinpoint the underlying causes of service issues for faster mean time to recovery
Enable IT Service Processes• Speed resolution of incidents and problems• Reduce risks associated with change• Improve the speed and quality of change• Make better decisions around how assets are used
CMDB customer testimonial – Kimberly Clark: “It’s now a less hands-on process for us to maintain the CMDB, and that allows us to put more effort into maintaining manual relationships among the configuration instances (CIs), which we couldn’t often do before.”
More CMDB information resources: https://www.servicenow.com/products/servicenow-platform/configuration-management-database.html
Operational Intelligence
Prevent Service Outages• Operational Intelligence, added to ServiceNow Event Management, uses a range of advanced machine-
learning techniques for operational metrics to identify potential problems and prevent services outages• See infrastructure anomalies in real-time before services fail, instead of waiting for monitoring tools to
detect a failure after it happens
Proactive Analysis of Infrastructure Performance and Thresholds• Analyze raw operational metric data related to your infrastructure, in conjunction with events and alerts
from monitoring tools• Eliminate the need to set and manage hundreds or thousands of monitored thresholds with our machine-
learning algorithms which automatically create dynamic thresholds for normal behavior
Detect Anomalies That May Indicate Service Outages• Identify infrastructure metrics with high out-of-bound values that indicate a given component may cause
a failure or service outage Investigate anomalies by comparing metric values across infrastructure items• Automatically promote anomalies to become alerts for preventive action
More Operational Intelligence information resources: https://www.servicenow.com/products/operational-intelligence.html
Manage Cloud SprawlHow to Manage Cloud Sprawl Infographic:
http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-manage-cloud-sprawl.pdf
Gain Cloud Service Oversight, Minimize Risks, and Reduce Costs—Simplified Through Self-Service
Complex Cloud Management Made EasyKeep pace with business innovation without losing control of your cloud environment. ServiceNow Cloud Management enables the rapid provisioning of cloud resources while maintaining consistent management and multi-cloud cost visibility to eliminate VM sprawl.
Accelerate Delivery of Public and Private Cloud Services• Speed up the design and simplify the delivery of cloud resources, manage the lifecycle for multi-cloud
environments with a single system of action for increased service quality, standardized operational process and reduced remediation effort
Gain Cloud Service Oversight, Minimize Risks• Control the deployment and govern the delivery of the right cloud resources to the right business
activities based on consistent policies and rules ensuring compliance and security needs are met
Deliver Enterprise-class Cloud Resources• Elevate cloud resources to enterprise-class with the delivery of VMs on VMware, Azure and AWS;
integrating with the CMDB platform architecture for consistent single system of action with security, incident and change management control over multi-cloud resources
Reduce Costs and Manage Cloud Resources• Provide a unified view for collective cost analysis to reduce costs and for better allocation of cloud
resources to business activities
Deliver A User Experience Simplified through Self-Service• Give users a single place to order and view cloud services for everything they need in a fast, consistent,
and easy-to-use experiences
Customer testimonial – Flex: Flextronics drives innovation and eliminates costs with virtual machine provisioning
More Cloud Management information resources: http://www.servicenow.com/products/orchestration/cloud-management.html
Resolve Real Security Threats FastHow to Resolve Real Security Threats Fast Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-resolve-security-incidents.pdf
ServiceNow Security Operations helps organizations connect security and IT, deliver faster, more efficient security response, and get a definitive view of their security posture.
Connect Security and IT• Easily hand off tasks between security and IT with a single platform; control access to sensitive security
data, and promote accountability across the organization
Increase Security Response Speed and Efficiency• Reduce time spent on basic tasks by using automation and orchestration, integrate your existing security
and vulnerability products with Security Operations
Get a Definitive View of Your Security Posture • Know that you’re secure with role-based dashboards and reporting, monitor critical assets through
correlation with the Configuration Management Database (CMDB)
Security Incident Response• Identify and prioritize critical incidents and use workflows and automation to speed up remediation
Vulnerability Response• Prioritize vulnerable items using business context to remediate systems at risk quickly
Trusted Security Circles• Share threat intelligence anonymously for greater context and faster identification of attacks
Threat Intelligence• Find Indicators of Compromise and enrich security incidents with threat intelligence data
Performance Analytics for Security Operations• Create real-time dashboards and reports with 50+ security-specific key performance indicators
Event Management for Security Operations• Reduce event floods from security monitoring tools
Orchestration for Security Operations• Automate IT processes, eliminate manual tasks, and remediate service issues
Security Operations
There are two things your security team needs to know: whether your business is secure, and if things are getting better or worse.
Deliver Efficient Security Response Attach incidents to the ServiceNow Configuration Management Database (CMBD) to gain insights into
threat behavior Integrate vulnerability scan data with ServiceNow ServiceWatch business critically Decrease the time to identify and contain an incident
Streamline Remediation Leverage IT Operations Management to enable security incidents and vulnerability to trigger automatic
patching, configuration changes or other standard workflows Automate basic jobs improving the bandwidth of the security analysts and response teams to respond
more efficiently to attacks and incidents
Visualize Security Posture Provide simple executive dashboards that clearly communicate security posture Automatically integrate security and IT to hold the overall organization accountable to solve security
problems quickly Reduce your overall security risk with the applications for Security Incident Response and Vulnerability
Response included
More Security information resources: http://www.servicenow.com/products/security-operations.html
Governance, Risk, and Compliance
Reduce risk exposure, gain clarity into compliance and audit initiatives, and automate the fulfillment of complex regulatory requirements
Control Your Risk Exposure• Real-time dashboards provide actionable information about high-impact risks, vendor status,
noncompliance, and significant audit findings
Prioritize and Respond to Your Most Critical Risks• Focus your efforts with an asset-centric approach that uses context to assess business impact and
appropriately prioritize activities
Slash Your GRC Burden• Automate tasks and orchestrate risk response with cross-functional process integration, reducing errors
and freeing analysts to work on high-value tasks
Policy and Compliance Management• Automate and manage policy and compliance lifecycles, and track compliance activities
Risk Management• Enable fine-grained business impact analysis and continuously monitor critical controls
Performance Analytics for GRC
• Create real-time dashboards and reports to detect failing critical controls between assessments
Audit Management• Use risk data to scope and prioritize audit plans, and automate cross-functional audit processes
Vendor Risk Management• Continuously monitor, detect, assess, mitigate and remediate risks in vendor ecosystems
Rely On a Single Source of Truth Automatically collect information from service management processes in ServiceNow as evidence of
compliance Validate information in the ServiceNow Configuration Management Database (CMDB) using data
certification
Reduce Compliance Complexity Manage publishing and version control of policies using document and knowledge management
capabilities built into ServiceNow Report assessment results and remediation activities through ServiceNow dashboards – the same ones
used for service automation
Streamline Audits Establish a set of process for validating controls and control tests using audit definitions Reduce the time and effort required to gather compliance evidence by automating defined collections on
a scheduled basis Prepare for audits by organizing and assigning tasks that need to be performed before and during an audit
Mitigate Risk Ensure continued compliance by enforcing policies and directives with controls and control tests Respond to control test failures and audit observations as they happen by automatically creating
remediation tasks Improve Service Delivery
With integrated GRC and Service Management, the same controls used to address GRC obligations can also lower costs and improve operational performance
By defining your services and having the right processes and controls in place, you can ensure your services are being delivered effectively
GRC customer testimonial – CareWorks: The audit team at CareWorks is saving $128,000 with a shared services model for IT and IT governance, risk, and compliance
Additional Governance Risk Compliance information resources:http://www.servicenow.com/products/governance-risk-and-compliance.html
Take Control of Your Apps, Projects, and FinancialsHow to Take Control of Your Apps, Projects, and Financials Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-take-control-of-your-apps-projects-and-financials.pdf
Get visibility into your financial, project, and application portfolios—indeed into all the work across IT—with ServiceNow® IT Business Management (ITBM). Better manage demand, balance resources, plan budgets, and decide where to invest your dollars to best support organizational goals. When IT runs more like a business unit, it’s easier to show your value.
ServiceNow® Project Portfolio Management provides complete visibility across demand, resources, and projects—both planned and inflight. With centralized management across the entire process from ideation to production, you can deliver higher-quality services faster while optimizing resources and aligning with business strategy.
Gain Financial Visibility, Improve Cost Management• Establish IT-based cost models and gain visibility into the real costs of IT services. Optimize application and
project portfolio spends
Align IT Investment with Business Goals• Capture and prioritize all demand in one centralized system, then set longer-term priorities based on
business strategy with a dynamic scoring engine
Optimize Your Application Portfolio • Inventory all your applications in a single platform. Build a business capability map, then invest in,
improve, or retire them based on your criteria
Improve Project Quality and Delivery Velocity• Apply a single system of engagement for managing resources and projects in a consistent way with data
rolled up to improve overall management
Program and Portfolio ManagementWith visibility into the complete breadth of demand, all your resources, and your portfolio of projects, you can better align your efforts with corporate strategy, execute more quickly, and optimize resource allocation across all projects. ServiceNow connects the dots from the initial idea to project execution with ubiquitous visibility. Centralized demand management optimizes prioritization and planning. When demand becomes projects, resource management tracks planned and unplanned work in one place, providing visibility into resource usage. Agile management, testing, and other collaboration tools improve productivity and enable delivery of high-quality services faster.
Demand Management
Capture, assess, and manage ideas and demands from the business
Inform Executive Investment Decisions Make, manage, and validate future investment decisions based on strategic requests from the business Analyze demand trends and operational activities over time across all products and services
Provide Stakeholder Visibility
Ensure that the right people can evaluate, score, and rank requests, validating the associated business cases with an automated stakeholder registration
Use timeline visualizations to show all existing requests across the organization, and configurable bubble charts to enable stakeholders to compare requests based on common metrics such as risk ratings, return on investment, and cost
Integrate into Delivery Applications Centralize request intake, create a single system of record, and automate components of the demand
process Integrate with delivery applications such as ServiceNow Change Management, Software Development
Lifecycle (SDLC, and Project Portfolio Management (PPM)
Demand customer testimonial – Equinix: “I have a CIO dashboard where now all demand coming into IT comes in through ServiceNow. I can track projects, incidents, events, problems and requests.” Brian Lillie
Additional Demand information resources: http://www.servicenow.com/products/demand-management.html
Resource Management
See staff availability, allocation, and capacities for all work tracked in ServiceNow
ServiceNow Resource Management helps project and resource managers create plans, request staffing for projects, and assign people to specific tasks; it provides a consolidated view of staff availability, allocation, and capacities for all work tracked in any ServiceNow application, including projects, incidents, problems, changes, and even custom applications built on the ServiceNow Platform
Project Portfolio Management
Manage your entire project lifecycle and program portfolio
Improve Visibility into Projects• Centralized Demand Management for gathering, assessing, and promoting accepted ideas• View budget and manpower constraints alongside project value, and business goals for project planning
that aligns with business strategy
Keep Project Teams Informed• Track projects with Gantt charts, automated notifications and milestone tracking, and on-demand and
scheduled reports• Create disparate project interdependencies to avoid unforeseen slow downs
Adapt at the Speed of Business• ServiceNow PPM is easily deployed and built on the leading cloud platform• Support for Hybrid (Agile and Waterfall) Project Management
Project Portfolio Management customer testimonial – CareFusion: “As we went live and began using ServiceNow PPM, it became clear that the capabilities within ServiceNow were going to fuel the effectiveness of not only the PMO but the entire enterprise.”
Additional Project Portfolio Management information resources:http://www.servicenow.com/products/project-portfolio-management.html
Application Portfolio Management
Application alignment to business unit processes and overall corporate strategy has never been so critical as it is in today’s ever changing and often disruptive business environment. You need complete visibility into your application portfolio to optimize cost management, ensure alignment, and easily adapt to change. ServiceNow® Application Portfolio Management leverages the CMDB, discovery processes, and cost modeling to deliver a complete picture of your application portfolio. In-depth knowledge of the portfolio makes it easy to rationalize apps, resulting in cost optimization and alignment to both business processes and corporate strategy.
Application Portfolio Management
Align your app portfolio to a preferred architecture and drive application rationalization
Understand Key Metrics of all Business Applications in a Single System of Record• ServiceNow Application Portfolio Management offers insights into the health, cost, and performance of
applications that enable controlled application strategies; strategic application management reduces the cost of license overuse and underuse that often results from uncontrolled expansion
Improve Visibility into the Business Application Landscape• Build a library of applications based on information such as discovery data, surveys, and financial data to
see true costs• Utilize operations data to understand application performance and utilization• Map application performance and utilization to end-to-end business unit processes• Use a single location for roadmaps of all applications to understand the overall portfolio direction and
timelineEnd the Proliferation of Redundant Applications
• Identify applications that have redundant purposes• Determine scoring for applications to help choose applications for further focus• Make better decisions about investing in or retiring applications• Respond to demand management by confirming whether you already have an application that meets a
specific need
Software Asset ManagementSoftware can represent more than 20% of IT budgets and managing it can be complicated. Consolidating multiple spreadsheets can take days or weeks and many CIO’s spend time worrying about, or actually being in, software vendor audits as often as twice a year or more. At the same time millions of dollars are being spent on underutilized licenses every year. ServiceNow Software Asset Management enables organizations to utilize a single system of action that helps them seamlessly transform from reactive software asset management practices to a proactive culture of always being ready for an audit and always being aware of unused licenses.
Always be ready for an audit and continually reduce expenses by managing software compliance and reclaiming unused licenses. With ServiceNow Software Asset Management you can proactively manage your software and reinvest the dollars saved back into IT.
Match Software with Contracts• Discover the software products installed across your organization• Understand how your software aligns with contract and purchasing terms based on normalized values
from our extensive software library• Accurately count and reconcile software installed with products purchased, and know from a licensing
perspective that entitlement to v11, for example, corresponds with 11.1, 11.2, 11.3, and so on
Manage Software Compliance
• Tap into our automated reconciliation engine, which provides up-to-date compliance positions for software publishers
• See which products are not compliant with their software entitlements • Learn the true-up cost to add noncompliant licenses and how that cost could be reduced by reclaiming
underutilized installations• Check compliance any time through browser and mobile interactive dashboards• Use orchestration to drive remediation
Reduce and Avoid Expenses• Use information already in the Now Platform to determine any software products that are not being used• Reclaim software that is underutilized, either automatically or via a workflow
Expand on the Power of the Now Platform• Take advantage of data already available in your Now Platform for Software Asset Management, which
eliminates extra integration effort and negates the need for complex spreadsheets• Share information from Software Asset Management with other ServiceNow products, such as Application
Portfolio Management and Security Operations, to generate new insights for your company
IT Financial Management
Gain visibility into spend, connect cost to service usage, and align investment to business goals
You often need to be able to create detailed financial reports from a combination of IT and corporate financial data such as a bill of services. Your IT group may want to charge a business unit for services or you may simply be want to show the associated costs to allow much better alignment between IT and the business when it comes to IT investment decisions. ServiceNow® Financial Reporting makes it easy for financial analysts and business unit owners to measure and show charges based on the actual consumption of services. Get insight into your services and the utilization of those service by each department.
Create a more cooperative relationship between IT and other departments. Share detailed financial information your internal clients can use to understand the cost of the IT services they use, to plan for future services, and to manage costs.
Gain Visibility into Spend Provide CIOs and service owners with a realistic view of service delivery costs Capture and allocate costs fairly and transparently Identify important cost trends that impact efficiency
Connect Cost to Service Usage Enable fact-based conversations on the actual cost and value of services Correlate how much was spent and why spend occurred, even with cost segments not in the GL Drill deep into service costs through direct access to the IT system of record
Align IT Investment with Business Goals Summarize costs with a CIO dashboard that shows allocations across a full range of services and
consumers, making it easier to understand where spending is our of line with business goals Report investments across many segments, such as applications, business services, and projects Adjust budgets, reduce unnecessary costs, and redirect investment to higher priority areas
Additional Financial Management information resources: http://www.servicenow.com/products/financial-management.html
Financial PlanningStreamline your budget planning process with a centralized repository of accurate budget data
Pass Along Comprehensive Visibility• Share historical service consumption patterns combined with current costs• Provide service owners with a complete understanding of, and visibility into, the consumption of services
so they can plan for future consumption and resources• Show business units what they are getting for their investment as a show-back or chargeback report, and
allow them to drill into line-item details• Make it easy for the business unit to accept financial reports or query individual line items
Financial ReportingReport on all aspects of IT finance including showbacks and chargebacks
Generate Detailed Financial Reports Quickly• Create detailed financial reports based on planned, actual, and forecasted data• Take advantage of out-of-the box cost models, allocation metrics, and a dashboard• Enable a financial analyst to more easily create reports, like a bill of IT, either to accurately charge for
services or simply to show associated costs
Cost Transparency
Gain visibility into spending by connecting real costs to service users and consumption You're under constant pressure to cut costs while investing in innovation and transformation initiatives;
however, legacy IT systems give you little access to data that would provide the insight you need into why and where your budget is allocated and spent
ServiceNow Cost Transparency maps actual service costs such as business services, applications, projects, and infrastructure to their consumers; it's exactly the information you need to determine whether your IT costs are correctly aligned with your business goals
Better Manage IT Costs• Easily create and maintain a standard cost for catalog services and nonstandard services• Give business units information they can use to encourage behavior that reduces their IT spending
Agile Delivery
Agile Development
Accelerate development from inception to deployment using a scrum framework
Accelerate Software Delivery Increase planning accuracy with team velocity and story-point estimations Update and track progress using burn-down charts and progress boards Automatically match discovered devices with existing CIs in the CMDB
Manage Features and Defects Manipulate the tasks related to a software release with the release-planning board Map incidents, problems, and changes to software products using ServiceNow Configuration
Management Database (CMDB relational data
Control editing and viewing with roles-based access
Connect Development Features to Business Drivers Report on all development projects the across organization Transition seamlessly between service management and development processes with an intuitive
interface Trace development changes back to originating request or issue
SDLC customer testimonial – Bupa: With improved visibility in to the development lifecycle, Bupa Australia is boosting incident resolution time and transforming healthcare service delivery.
Additional SDLC information resources:http://www.servicenow.com/products/software-development-lifecycle.html
Test ManagementManage test suites, test cases, and tests for control of all phases of the testing process
Resolve Customer Issues at LightspeedHow to Drive Case Volume Down and Customer Loyalty Up Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-improve-customer-service.pdf
Deliver an Effortless Customer Experience, Connect Teams to Fix Issues, and Proactively Prevent Calls
Effortless Automate common requests such as password resets with out-of-the-box self-service. Connect front-end
requests to back-end systems to complete the work.Connected
Fix—and even prevent—issues by connecting customer service to other departments for faster resolution. Route work from customer service to field service, engineering, operations, finance, or legal.
Proactive Take advantage of the Internet of Things (IoT) to pinpoint and resolve issues before customers call.
Identify trends, send preemptive customer communications, and align contracts with customer product or service performance.
Customer Service Management
Provide customers with faster and easier ways to engage with customer service while giving agents greater efficiency and speed. Deliver customer service as a “team sport” and connect systems and workflow to enable diagnosis and resolution of underlying causes of customer issues across the organization, resulting in lower support costs, increased customer satisfaction, and strategic focus on new business, transformation or revenue.
Deliver Effortless Service Enable fast self-service by automating common requests such as password resets out-of-the-box with the
Service Catalog Route cases to the right agent as quickly as possible with intelligent recommendations that automatically
assign work based on skills, location, and availability Process customer requests quickly with a best-in-class visual workflow that orchestrates front-end and
back-end processes Associate cases to orders to allow customer service agents to quickly reference details between customer
service and order systems
Connect Problems to Solutions Quickly identify and fix the root causes of issues by connecting customer service to engineering,
operations, finance, and other departments Take advantage of the Internet of Things (IoT) to provide real-time visibility into the operational health of
customer systems using the Configuration Management Database Deliver an end-to-end customer service experience with integrated Field Service, Problem and Change
Management, Asset Management, and Portfolio and Project Management Incorporate customer service processes into a structured, company-wide service management approach
based on best practices using Problem and Change Management
Take a Proactive Approach to Service Predict trends with Performance Analytics to drive actionable improvements such as automating the most
frequently recurring processes
Analyze alerts from customer systems with Event Management to identify issues such as service outages before they occur
Avoid costly penalties by actively aligning contracts and entitlements to system performance and issues with the ServiceWatch Suite
Get key information to customers before they call with targeted communications and newsletters
Customer Service Management Customer Testimonial – Epicor: “Epicor chose ServiceNow Customer Service Management over CRM – based solutions. Service management provides a better framework for driving sustained improvements in our Net Promoter Scores and customer service quality”
More Customer Service Management information resources: http://www.servicenow.com/products/customer-service-management.html
Field Service Management
Efficient field services speed delivery, increase customer satisfaction, and boost productivity
Optimize Scheduling• Simply drag-and-drop tasks to assign work to field service technicians using Central Dispatch Track
technicians’ geographic locations and assign work based on proximity, availability, and expertise• Use Dynamic Scheduling to assign work within your technicians’ available time windows• Use an SLA map to prioritize or re-prioritize work tasks based on time to violation
Empower the Team• Create work orders seamlessly from cases or incidents so you can start resolving problems no matter
where they occur or how they are reported• Give managers the ability to see all their team members’ planned activities with the Team Calendar
Enable Work from Anywhere• Use our mobile app to perform and record work tasks in the field• Accept or reject tasks, track travel and work time, and access schedule information on supported
smartphones and tablets• Present questionnaires to collect required work information• Allow customers to acknowledge completed work with a signature on the mobile device
Ensure Inventory Availability• Take advantage of our Asset Management application to get a single repository for assets in stock as well
as a standard inventory control process for both asset and field service processes • Source parts, reserve them for work tasks, and better schedule when work can be done
Gain Real-Time Insights• Easily customize available reports and dashboards for a current picture of utilization, capacity, the
customers and locations requesting work, and key field service metrics• Integrate dashboards with our Cost Transparency application to track and better manage the costs of field
services, including inventory and travel expenses
Increase Field Productivity• Resolve issues faster with visibility into related asset maintenance history and customer issues• Deliver the right equipment to the right location the first time using advanced scheduling and dispatch • Use geolocation tracking, auto-dispatch, and SLA-based mapping of tasks to optimize resolution time• Deliver work orders and collect signatures from customers on mobile devices
Empower the Team• With integrated customer service, provide customers with complete transparency and resolution steps• Match technicians’ skills and availability with customers’ needs to ensure prompt and efficient service
calls • Avoid business disruption and replace costly break-fix work with planned maintenance• Optimize costs and improve the quality of service with systematic tracking and integrated analytics
Field Services customer testimonial – ServiceStream: “We want to push the boundaries. We are trying to leverage every component that ServiceNow offers.”
More Field Services information resources: http://www.servicenow.com/products/shared-services-applications/field-service-management.html
Knowledge Management Everyone is looking for faster ways to find information, solve problems, and improve productivity. Knowledge Management can help you empower your customers and employees with self-service, capture the expertise of agents, and reduce costs.
Enable Proactive and Self-Service• Expose available knowledge through a highly configurable Service Portal that allows end users to search,
browse, and view articles from their desktop or mobile device• Present knowledge articles to users as they submit cases and incidents, deflecting service requests• Push relevant knowledge to customers and employees with Subscriptions• Display potential knowledge articles to agents as they create cases or incidents to reduce time spent
searching and speed resolution
Easily Capture and Manage Knowledge• Take advantage of the “wisdom of the crowd” by validating and publishing solutions posted by customers
in Customer Service Management’s Communities• Use article versioning to track an article through the various stages of its lifecycle• Stay aware of key usage and publishing metrics with knowledge dashboard• Monitor knowledge base and article utilization and user feedback and leverage it to fine-tune your
publishing processes
Customize Knowledge Processes• Take advantage of the superior workflow capabilities of our Now Platform• Configure your knowledge publish and retire workflows• Allow each department to maintain its own knowledge base with custom workflows
Improve Workforce Effectiveness Through Self Help• Empower employees to easily search for knowledge through a self-service portal• Expedite knowledge creation and improve workforce engagement through social Q&A• Analyze knowledge consumption trends and take proactive action to improve service delivery• Expand knowledge management outside of IT with multi-departmental knowledge base support
Reduce the Costs of Service Delivery• Reduce the number of escalations to level 2 and level 3 by equipping service desk technicians with
actionable knowledge articles for most common problems• Integrate knowledge directly from incidents, problems, and change requests’ resolutions• Bootstrap your knowledge base directly from existing word document library through mass document
import
Deflect the Number of Incidents• Propagate knowledge to prevent incident creation using contextual search• Enable non-IT users to resolve IT problems, find HR information and policies, and retrieve legal guides
with contacting the help desk• Access knowledge articles and get questions to answers on any device, anytime
Easy Guided Setup• Simplify setup and deploy Knowledge Management in a matter of days —not weeks —with easy-to-follow
configuration steps and embedded help• Gauge your implementation progress with visual status checks; and get your implementation right the
first time without the need for expert assistance• Build expertise on the go with product tours while configuring the ITSM solution to its fullest potential
More Knowledge Management information resources: https://www.servicenow.com/products/knowledge-management.html
Optimize Performance with Real-Time AnalyticsHow to Optimize Performance with Real Time Analytics Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-optimize-performance-with-real-time-analytics.pdf
Transform Your Business with Actionable Insights to Increase Efficiency and Reduce Costs
Anticipate Trends• Monitor existing conditions and prior performance to adjust service coverage
Prioritize Resources• Detect service bottlenecks as they occur and identify areas for improvement
Deliver Automation and Self-Service• Easily identify areas where automation and self-service can increase efficiency and reduce costs
Improve Services Continuously• Pinpoint areas for performance improvement and take action using key indicators, mobile-enabled
scorecards, time charts, analytics, drill-downs, and dashboards
Align Service with Overall Business Goals• Support company strategy with deep insight into business operations that helps balance user satisfaction
with operating costs
Performance Analytics
Improve services and processes across the enterprise by providing actionable insights on a daily basis
Continuous Service Improvement Discover process bottlenecks using role-based dashboards and identify tasks/approvals that can be
automated to improve service delivery Prevent SLA breaches by measuring leading performance indicators on a daily basis and take corrective
action before poor performance impacts the business Leverage best practice KPIs or define your own indicators and metrics for any service management
process
Automate Information Gathering and Sharing Standardize visualizations of data across the enterprise and limit the number of required metrics reports,
and dashboards needed to drive service quality and minimize costs Eliminate discussions whether or not the numbers add up as all data is based on the single system of
record Redirect your reporting resources to more important tasks and reduce time collecting data, crunching
numbers in spreadsheets, and formatting PowerPoint decks Empower stakeholders, workers, and executives to take action and achieve business goals using
interactive, role-based dashboards
Actionable Reporting and Analytics Visualize developing service trends in your processes and take action before they impact the business
Interact with role-based dashboards to personalize insight and drill down to the record level to discuss the pain points in you data
Proactively manage your processes by tracking the right metrics to ensure you meet your SLAs, increase customer satisfaction, and minimize cost
Prioritize work and drive down time to resolution by helping employees quickly identify work requests that are “at risk” – with just a single click
Create a Secure and Robust Environment Maintain a secure environment. Unlike external analytics solutions, no data is duplicated or leaves the
secure ServiceNow enterprise cloud. Data is protected at all times by the same access control lists (ACLs) you implement across the ServiceNow platform – reducing your cost and risk
Rely on enterprise-grade high availability cloud architecture that includes data replication and a dedicated database so you can comply with a wide range of industry certifications and protections such as SSAE16/SOC1 Type II, IQOQ, FISMA, and ISO27001
Performance Analytics customer testimonial – WorldPay: 111% ROI by moving from traditional to in-platform analytics
Additional Performance Analytics information resources: http://www.servicenow.com/products/performance-analytics.html
Consumerize the Employee Service ExperienceHow to Consumerize the Employee Service Experience Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-improve-hr.pdf
Provide Employees Quick and Easy Access to the HR Services They Need While Making HR More Efficient
Make It Easier for Employees to Be Employees Improve satisfaction, engagement, and productivity by delivering service in line with today’s modern
consumer experiences
Increase HR Efficiency Knowledge portals, along with automated case management, allow each service agent to be more
efficient and support more employees
Continuously Improve Services Reports and dashboards give visibility into the volume and types of service requests, allowing HR to make
better resource decisions and proactively improve services
Automate Workflows That Span Beyond HR Processes, like onboarding, that involve multiple departments are routed to the right people for action,
creating a seamless service experience
HR Service Delivery
Streamline and improve HR service delivery by offering a consumer-like self-service portal to employees along with out-of-the-box request and fulfill process automation
Improve Employee Satisfaction• Provide a single place for employees to quickly and easily get the HR services they need
Increase HR Productivity• Reduce repetitive tasks and use fewer resources to serve more employees with automated workflows and
case management
Onboard New Hires with Ease• Easily set up and manage onboarding workflows across multiple departments for increased efficiency and
a consumer-like service experience
Deliver Enterprise Service• Automatically route tasks to other departments, like IT or facilities, and gain full visibility across the end-
to-end process
Optimize Service Delivery• Drive staffing efficiencies and improve service levels with visibility into the volume and types of employee
requests
HR Service Delivery customer testimonial – Sally Beauty: Repurposes $719K worth of work
More HR information resources: https://www.servicenow.com/products/hr-service-delivery.html
Enterprise Onboarding and Transitions
Work more efficiently and provide a great employee experience. Easily create automated workflows for processes that begin in HR but span multiple systems and departments.
Easily automate onboarding and other employee lifecycle events that span multiple departments
• Integrate Actions Across Departments• Provide Step-by-Step Guidance• Get Insight into the End-to-End Process
Drive Action Across Departments• Speed employee onboarding by incorporating actions from other departments, such as IT, facilities, and
security, into one workflow• In addition to onboarding, automate any process that begins in HR but requires action from multiple
systems and departments; examples include off-boarding, relocation, and leaves of absence• Get visibility across an entire process, including actions required by other departments and their status• See if tasks are incomplete and make sure that correct actions are taken
Easily Create Complex Workflows• Snap enterprise experiences and processes together in minutes• Create, modify, and maintain cross-departmental processes without complex coding, process maps, or
workflow editors
Provide Easy, Effortless Help• If employees have a question or need help at any point in the process, they can easily contact someone
from within the application• Help requests are automatically routed to the right person, based on where in the process the request is
made • Step-by-step guidance makes it easy for employees and hiring managers to know what they need to do
next
Continually Improve• Use dashboards to get insight into the onboarding process• View real-time data about onboarding volume, by location and department• Track delays, employee satisfaction, and other measures to understand overall effectiveness
Onboarding and Transitions customer testimonial – Overstock: Reclaims 1,000 days per year with automated onboarding
More Onboarding and Transitions information resources: https://www.servicenow.com/products/employee-onboarding.html
Employee Service Center
Make it easy for employees to find HR answers and information in a way they highly prefer: via self-help. The Employee Service Center is accessible from any device and helps your staff save time and focus on their core jobs.
Application description: Provide a single place for employees to quickly and easily to get all the HR services they need
Magnify Your Brand• Do more than just add your logo• Create a fully custom-branded site to match your organization’s look and feel• Showcase your organization’s benefits with customized content
Save Time • Help employees to quickly and easily find relevant HR content and guidance with a Google style search
bar• Show employees popular search topics based on what they are typing with the suggestive-text feature• Serve up timely, relevant, and targeted content for individual users based on their location, role, and job
type
Make It Easy to Get Help• Employees can get access to HR services anytime from any device• Responsive design allows employees to use mobile phones, tablets, or desktops and to see the content
perfectly fit any screen size Employees can use the ‘Chat with HR’ link to ask a question in real time• If employees can’t find the information they need or want additional help, they can open a case without
having to go to a separate system
Improve Productivity• Avoid the need to print, sign, scan, and send documents with editable, personalized PDFs and electronic
signatures• Allow HR agents to easily create a case from a chat session, and capture the chat history in the case• Notify employees to take action in support of HR processes and provide task lists they can follow
Employee Service Center customer testimonial – General Mills: “We want to provide a consumer-grade experience for all our employees. We want their experience to be as seamless and easy as shopping on Amazon.”
More Employee Service Center information resources:
Case and Knowledge Management
Make it easy for employees to get help, route cases to the best expert to resolve issues fast, and use data generated by the system to continually improve HR services and operations.
Standardize the documentation, interaction, and fulfillment of employee inquiries and requests
Improve Service Efficiency• Route cases to the appropriate subject matter expert to speed resolution• Prioritize employee inquiries and requests based on your Service Level Agreements (SLAs)to assure an
appropriate response• Give employees a menu of services to choose from—and automate workflows associated with common
requests
Manage and Prioritize the Work• Get a real-time, interactive view of all HR cases with the Visual Task Board• Give leaders the ability to prioritize individual workloads to ensure efficient operation across service
delivery teams
Capture Knowledge for All Employees• A knowledge base makes it easy for employees to find relevant, accurate, and consistent information on
topics such as benefits, travel, expense policies, and training • Automatic tracking enables HR to see what’s popular so they can spot trends and determine which
content should be most prominent in the knowledge base
Use Reporting to Improve Operations• Simple dashboards make it easy to proactively report on and improve the delivery of HR services• Dashboards make it easy to understand the volume, types of services, and workloads handled by HR
Save Time• Agents can create and track the same type of case for multiple employees, eliminating labor-intensive
duplication• Case classes such as a payroll run issue or annual recertification can be easily tracked for multiple
employees, increasing efficiency
Case and Knowledge Management customer testimonial – Campbell’s: “ServiceNow made measuring key metrics of service delivery easy. These metrics include SLA rate, aged cases, case volumes, request types and trends, and employee satisfaction, to name a few.”
More Case and Knowledge Management information resources:
Build Business Applications at LightspeedHow to Build Business Apps at Lightspeed Infographic:http://www.servicenow.com/content/dam/servicenow/documents/diagrams/how-to-develop-business-apps.pdf
Automate Processes, Reuse Components and Integrations, and Delegate DevelopmentAutomate Business Processes Faster
One platform with one development environment to easily assemble contextual workflows connected to a single system of record
Connect Your Enterprise Leverage the value of all your enterprise-wide systems and data by integrating process workflows
between people-to-people, people-to-system, or system-to-system interactions
Deliver Modern User Experiences All users have one familiar and engaging way to use applications on any device with a consumer-grade
experience that drives productivityAccelerate Your Application Development
Safely scale out beyond IT with tools, templates, scripts, and integrations to simplify the development, testing, and delivery of applications
Increase ROI with Every New App Universal components, platform services, APIs, integrations, and mainstream web technologies can be
used and reused again and again to deliver incremental value with each new application you developSpeed Time to Value with the Only Multi-Instance Enterprise Cloud
A subscription-based platform providing advanced high availability, elevated security and control, and day-one compliance allows you to focus on building great applications instead of managing infrastructure
ServiceNow Platform
Integrate all business apps on a platform that leverages one user interface, code base, and data model to create a single system of record
See additional capabilities below that fall under the overall ServiceNow Platform capabilities regardless of applications released
Service Creator
Rapidly create service-oriented applicationsEmpower Business Users to Create Applications
Rapidly create applications with no coding required
Manage Work Efficiently Streamline work by eliminating manual processes and implementing automated routing
Scale Operations Reduce IT workload by delegating the creation and deployment of service applications
Consumerize the User Experience Find applications easily in a service catalog even when using mobile devices
Service Creator customer testimonial – Lennox: “Enabling our line-of-business users to build solutions themselves creates leverage for the IT department which sometimes cannot keep up with the demand for new applications, Service Creator is, in effect, a ‘do-it-yourself business automation service managed by IT”
Additional Service Creator information resources:http://www.servicenow.com/products/servicenow-platform/service-creator.html
Service Portal Designer
Fuel the productivity of your fast moving business with modern service applications that makes it easy for your employees to find and use the services they need.Streamline and simplify development
Ready-to-use and reusable components fully integrate with the ServiceNow Platform Consolidated development with widget templates, styles, scripts, and previews all managed in a single
page Predefined widgets and widget editor that streamlines extending, customizing, and creating new widgets Quick creation of robust portals, dashboards and applications tih no platform code dependencies Simple drag-n-drop designer makes both technical and non-technical users more productive with less
code
Boost employee productivity Fast performance with quick rendering of page content Uninterrupted experiences with cross-device compatibility for supporting modern form-factor devises
such as tablets and smart phones Integrated features and functions within the platform for consistent application experiences Model-view-controller paradigm allows everything to be built as a single-page application with less
dependency on application business logic
More Service Portal information resources:http://www.servicenow.com/products/service-portal-designer.html
Delegated Development
Consolidate disparate IT management systems into a single system of record that enables you to see all of your IT assets and how they’re functioning at all times.
Build and Maintain a Single System of Record Store and manage infrastructure and service information only once Reduce duplication of effort and cost Ensure information accuracy Accelerate process execution
Shape the Enterprise Service Model Get an end-to-end view of configuration item lifecycles and relationships Maintain data integrity through workflow, escalations, and scheduling Trust validated configuration data when making decisions about change
Gain Actionable Insight Use data visualization to provide context Understand the impact of incidents, problems, and changes on configuration items (CIs) Flag unapproved changes to CIs for change governance Pinpoint the underlying causes of service issues for faster mean time to recovery
Enable IT Service Processes Speed resolution of incidents and problems
Reduce risks associated with change Improve the speed and quality of change Make better decisions around how assets are used
Studio IDE
Provide a cloud-based Integrated Development Environment (IDE) for professional developers and low-code IT admins
Rapid Application Development Comprehensive and powerful set of over 20 platform services accelerate development and provide built-
in security, governance, risk and compliance management, extreme high availability, and built in analytics and reporting
Scoped Applications Safely publish apps with zero risk of impacting or breaking other apps Public and private API definitions Easily publish apps to the application repository
Cloud, Brower, and Web Standard Based IDE Develop cloud-native apps in the browser and the cloud JavaScript, Angular JS, CSS, and extensive web service APIs means ease of use by mainstream enterprise
web developers, maximum productivity and widespread community support
Instance Security Dashboard
Easy identification of security deficiencies on the dashboard saves time. Guided recommendations offer prescriptive steps for remediations with the guidance and information admins need to quickly mitigate application security risks.
Single Dashboard• Easy dashboard view• Current compliance status across 11 standardized security audit categories
More Instance Security Dashboard information resources:
Guided Tour Designer
Accelerate adoption of new forms, reports and apps with built-in guidance by providing users information when and where they need it to accelerate productivity.
Increase Productivity• Built-in guidance walks users through how to use any form, report, or app• Pre-define tours based on role for personalized guidance
Reduce Support Inquiries• Self-help guidance for real-time help• Automatically provide users the guidance and information they need as they use the new form, report or
app
More Guided Tour Designer information resources:
Example Business ApplicationsFacilities Management
Single platform to manage and maintain operation of facilities and help employees find what they need quickly.Increase Productivity
Replace disparate communication and facilities service delivery workflows with structured and automated processes that speed service fulfillment, reduce human error and ensure the right facilities specialist is engaged at the right time
Deliver an online, self-service facilities portal that provides 24x7 access to facilities information and services, minimizes dependence on institutional knowledge, and decreases the number of redundant or repetitive requests
Leverage floor plan visualizations to help employees easily see if an issue is already reported or request a service simply by clicking on a map
Improve Insight and Decision Making Leverage a single system of record to track and report on KPIs, deliver transparency into the performance
of the facilities organization Evaluate facilities resource utilization and the volume and types of service request with easily customized
reports and dashboards Plan and optimize space utilization through reporting and visualization of the data
Reduce Operational Costs Gain efficiencies by using one system to define, manage and report on facilities services Lower expenses by implementing automated and streamlined processes, optimizing resource allocation
and maintenance cycles, and aligning facilities services with company priorities Accelerate responsiveness and deliver anywhere-anytime access with built-in support for iOS and Android
smartphones and tablets Control cost of occupancy by optimizing current and future space needs and reducing the cost of
employee movement
Facilities customer testimonial – Cars.com: Facilities engineers at Cars.com are now resolving 60% more tickets each month with ServiceNow.
More Facilities information resources: http://www.servicenow.com/products/shared-services-applications/facilities-service-management.html
Legal Service Management
Legal is responsible for protecting the legal, ethical and financial integrity of the company while furthering the company’s strategic goals. Improve Legal Service Delivery
Save hundreds of man-hours through automating work assignments instead of manually assigning responsibilities to staff
Easily create services to automate the request process and create a continuous cycle of improvement Gain Visibility into Work
Teams can finally report on the work they do – without repetitive manual effort Managers can look at their dashboards and instantly gain end-to-end visibility into work progress
Deliver Rapid Time to Value Start using an out-of-the-box application for Legal service management in less than 30 days, and deliver
services more quickly through automated routing, knowledge bases and self-service Manage requests and automate work to gain substantial efficiencies and dramatically change response
and completion times
Get started without consulting or specialized programming skills, and without additional deployment time, cost, and maintenance
More Legal Service Management information resources: http://www.servicenow.com/products/legal-service-management.html
Marketing Service Management
Marketing is responsible for creating brand visibility, driving consistent messaging and positioning, and generating demand to support business goals. Improve Marketing Service Delivery
Categorize and assign requests for marketing collateral to the appropriate teams. Ensure he requestor can monitor and approve as the project progresses
Save hundreds of man-hours by automating work assignments instead of manually assigning responsibilities to staff
Gain Visibility into Work Teams can finally report on the work they do – without repetitive manual effort Managers can look at their dashboards and instantly gain end-to-end visibility into work progress Identify redundant work and requests – and eliminate them
Deliver Rapid Time to Value Start using an out-of-the-box application for Legal service management in less than 30 days, and deliver
services more quickly through automated routing, knowledge bases and self-service Manage requests and automate work to gain substantial efficiencies and dramatically change response
and completion times Enable rapid user adoption through a consistent and intuitive self-service portal
More Marketing Service Management information resources:http://www.servicenow.com/products/marketing-service-management.html
Vendor Performance Management
Manage vendors proactively, optimize their performance, and reduce costs
Actively Manage Vendors Use out-of-the-box metrics plus personalized, business-specific metrics, and categories Automatically gather vendor feedback using built-in scripts and questionnaires Review vendor scorecards, including related incidents, assets, purchase agreements, discounts, outages,
breaches, and any other information managed by ServiceNow applications Make strategic vendor decisions using service management information and performance assessments
Drive Vendor Improvement Understand the relationships between vendors, incidents, and service level agreements by incorporating
vendor tickets into the incident management lifecycle Enforce contract penalties and credits by documenting performance against service commitments Provide specific details to vendors around which areas really need improvement or are negatively
trending Gain end-to-end visibility and accountability for services delivered by multiple suppliers
Reduce Operational Costs Consolidate vendors and asset models and ensure support levels are aligned to match business needs Negotiate better terms by exposing historical issues around vendor performance, Service Level Agreement
(SLA) breaches, and service quality, as well as showing opportunities for consolidated purchases Increase the number of vendors an individual can manage with automation
Additional Vendor Performance information resources:
http://www.servicenow.com/products/vendor-performance-management.html
Industry SolutionsFinancial Services with ServiceNow
Speed Up IT, Reduce Risk, Collaborate Efficiently, and Drive Innovation
Increase Speed and Lower Cost of IT IT must move at lightspeed and shift more resources into innovation; ServiceNow offers a cloud-based IT
service management and IT operations platform so you can deliver a consumer-like self-service portal, automate routine tasks, and build structured workflows for complex IT processes; with ServiceNow you will speed IT delivery, lower IT costs, and eliminate service outages so you can invest more in digital innovation
Reduce Compliance Risk and Cost Regulatory compliance is a potentially ruinous corporate risk and unending drain on IT resources;
ServiceNow is the only system that brings together IT controls with IT operations and service management in a single platform so you can automate compliance and compliance reporting; with ServiceNow, you can dramatically reduce the risk and cost of compliance so you can accelerate your core business
Resolve Real Security Threats Fast It takes organizations an average of 201 days to spot a security breach and 70 days to contain it; by that
time, the attackers may have stolen customer data, extracted money, and ruined your firm’s reputation. ServiceNow will help you find breaches faster by focusing your security team on the highest-risk incidents and resolve them faster by connecting your security and IT operations teams to speed resolution
Increase Innovation and Efficiency of Your Entire Company Disruption is the new normal and to be disruptive, you need to fuel innovation and efficiency across your
entire company; ServiceNow provides applications to improve customer service and increase employee engagement, plus a platform to build custom workflow-based applications for any business process or customer application
Healthcare
Automate and Streamline IT Processes to Address Clinicians' Needs Electronic health records, online appointment requests, home diagnostic tools and wearable health
trackers can improve patient outcomes and satisfaction, but they also put a strain on the IT infrastructure, as do evolving regulatory requirements; IT can get stuck focusing on reactive maintenance to keep services active
Reduce IT emergencies with a solution that consolidates systems, automates repetitive tasks and provides a consumer-friendly interface; ServiceNow enables you to spend less time managing infrastructure and more time creating innovative solutions that enable healthcare professionals to provide a truly modern patient experience
Higher Education
Make It Easier for the Campus to Focus on Learning and Research You want to deliver better student experiences and help facilitate groundbreaking research, not spend
time looking after infrastructure. And everyone from students to faculty to administrators wants the services they use on campus to be just as convenient as the ones they use in their personal lives.
Our solutions give you end-to-end visibility into processes and infrastructure through a single system of record for IT. This enables you to consolidate and automate service management processes, increase efficiency, lower costs — and devote more time to innovating and creating the consumer-like experience that students, faculty, and staff expect.
Life Sciences
Streamline Innovation with Reinvented IT The life sciences industry embodies survival of the fittest—only those who rapidly evolve will thrive and
this constant response to changes in public policy, demographics, science, and technology demands significant flexibility in IT
Turn your IT department into a lean, mean, innovation machine; our solutions remove complexity from everyday processes and deliver critical support in a compliance-heavy regulatory environment—leaving you to focus on getting ahead of the competition
Public Sector
Deliver Quality Services that Further Your Mission Continuous regulatory change and scrutiny, budget and headcount reduction, and an increased reliance
on technology are forcing significant change within government services; with ServiceNow, federal agencies and other public sector entities, including school districts, police departments and utilities are able to improve services, reduce costs, and automate the IT lifecycle
To-date, ServiceNow operates the only enterprise service management platform authorized by the Federal Risk and Authorization Management Program (FedRAMP) Joint Authorization Board (JAB) for federal government use; by automating everything from maintenance schedules to business services, ServiceNow enables you to spend less time managing and maintaining legacy infrastructure, now everyone can focus on delivering innovative solutions that improve efficiency, modernize services, and advance the mission of the organization
Platform Capabilities – Across Solutions Reporting
Generate ad hoc snapshots of current data and save, share, publish, or export any report as needed
Fast Centralized Information Quickly visualize data in predefined templates or customized to your requirements Report management minimizes report generation impact on resources and reduces large inventories of
unused reports
Flexible Delivery Publish reports to a publicly accessible URL and on homepages and dashboards for easy sharing Schedule automated report runs and email distributions
Customized Formats Combine reports to create more comprehensive detail Add filters to homepages and dashboards to provide users additional detail options
Standardized Reporting Define report sources with standard data sets that users can leverage to create their own reports Change the format/data on the report source to modify all reports built against that source
Easy Administration Quickly find your most frequently used report or the reports that take the longest to run using built-in
tools Reduce clutter by finding those reports that were created and run only once or haven’t been run in
months Additional Reporting information resources: http://www.servicenow.com/products/reporting.html
Edge Encryption
Retain control of your own encryption keys and make sensitive data unreadable by ServiceNow employees or prying eyes (cyber-criminals)Reduce Risk to Sensitive Data
Integrated protection that meets your compliance and governance requirements Customer retained encryption key administration Monitoring tools for status and troubleshooting
Mitigate the Risk of Data Leakage Renders the data useless to the attacker in the unlikely event of a breach Maintain trusted end-to-end protection for data in use, in motion, or at rest Mass key rotation to ensure past historical records have the same protection as any newly created record
Minimize Impact to User Operations Variable encryption level options to balance security with end-user operation requirements Customer-defined encryption rules Integrated management with ServiceNow administration tools
Additional Edge Encryption information resources:
http://www.servicenow.com/products/edge-encryption.html
Connect
Enable users to communicate on tasks via real-time chatting and document delivery for a complete plan of record. Make Work More Productive
Get disconnected people, processes, and information on the same page Let people work together in real time in a way they want to work Replace costly tool silos that nobody uses with a collaboration experience everybody wants
Improve Response Times Spend more time on task resolution instead of chasing people and information Speed up decision making with real-time information Address issues as they arise with real-time interactions
Solve Problems and Innovate Faster Communicate ideas and share information in real time Simplify work interactions Share conversations and documents in a single workflow and user interface
Drive Adoption with a Consumerized Experience Offer the convenience of real-time work interactions, even from a mobile device Provide users responsive support that provides real-time status visibility
Additional Connect information resources:http://www.servicenow.com/products/connect.html
Workflow
Remove bottlenecks and integrate the processes and activities between people and systems. Improve Business Outcomes
Automate routing of requests, approvals, decisions, and actions Accelerate tasks and outcomes
Make Work More Efficient Eliminate unnecessary or redundant steps and processes Integrate disconnected processes
Deliver a Higher Quality of Service and Compliance Reduce chance of errors Monitor and audit end to end performance
Scale Your Business Remove bottlenecks that limit transaction flows Automate end-to-end processes of standardized repeatability
Extend Value of Existing Investments Integrate existing applications and data Address new use cases and requirements and improve current process flows
Additional Workflow information resources:http://www.servicenow.com/products/workflow.html
Visual Task Boards
Create task boards with an interactive drag-and-drop interface that allows you to do everything in real time from a single central view. Visualize Work and Process
Manage and collaborate on tasks through an interactive drag-and-drop interface Identify process bottlenecks at a glance, and in real time
Change the Way You See Your Work Viewing records or queries as a task board is as easy as right-clicking on a list Instantly create freeform task boards to manage ad hoc processes anytime you need them Drag and drop attachments or images onto cards to add context to records
Keep Up to Date with Changes Embedded activity stream ensures that you can see all updates in one place – even if you join the
conversation late
Additional Visual Task Board information resources:http://www.servicenow.com/products/servicenow-platform/visual-task-boards.html
Mobile
Provide a native mobile experience, designed and optimized for the worker on-the-go. Native Mobile Experience
ServiceNow mobile was designed from the group up to deliver world-class mobile user experience for the enterprise, absolutely anything you could do from your desktop – from managing workflows to submitting tasks and approvals, you can now do from the palm of your hand
Real-Time Notifications Leveraging the power of real-time notifications, ServiceNow mobile for iPhone and Apple Watch enables
immediate actions on core functions of your business
Approvals On-The-Go From the conference room to an executive lunch, you don’t have to worry about being the bottleneck in
the process, with approvals on-the-go, you can approve or reject any requests with a simple swipe of the finger
Context That Matters Activity streams in ServiceNow Mobile give you the context that matters, when it matters most; see
relevant status changes, attachments and comments, in real time, without navigating endless forms
Connect and Collaborate Let’s face it, we use our mobile devices to communicate with each other and work shouldn’t be any
different; using ServiceNow Mobile you can collaborate on incidents, provide invaluable chat support to your customers, or have a meaningful conversation with your team
Additional Mobile information resources:http://www.servicenow.com/products/mobile.html