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Frankfurt · 14 November 2017

KAREL VAN DER POEL


VP Products and GM Analytics,
ITBM and SAM
Most Work Is Unstructured, Slow & Hard To Optimize
Email, Spreadsheets, For ms,
Work Departments
Messenger, Calls

Incidents IT

Requests HR

Cases Services

Tasks Security
The ServiceNow System Of Action™

Requester Ser vice Owner Provider

Build
Experiences
Define Measure &
Services Optimize

Request Self Prioritize Automate


Status Serve & Assign Resolution
View Collaborate
Status & Resolve
The Now ™
Platform Powers The System Of Action

IT SECURITY CUSTOMER SERVICE HR BUSINESS APPS

Anomaly Peer Performance


Detection Supervised ML Benchmarks Forecasting

Intelligent Automation Engine

Service Subscription
View Knowledge
Self Measure &
Service DefineWorkflow Build Developer Reports & Prioritize
Single Collaborate
Contextual Automate
Orchestration
Request & Assign & resolve Resolution
Portal
Status & Notification
Status Serve
Base Catalog Services ExperiencesTools Optimize
Dashboards Database Collaboration

Nonstop Cloud
Every Cloud Service Benefits From Intelligent Automation

HR
Route requests
Personalize content
BUSINESS APPS Compare performance
Assign values to fields
Correlate events
Create predictive action

SECURITY
Score incident risk
Block threat indicators
Optimize resolution

CUSTOMER SERVICE
Route cases IT
Prioritize worklists Route tasks
Recommend action Prevent outages
Compare performance
The Nonstop Cloud™

IT SECURITY CUSTOMER SERVICE HR BUSINESS APPS

Now Platform ™
Multi-Instance Secure & Compliant Scalable

Nonstop Cloud
Jakarta

Performance & Expanded Capabilities for IT: Intelligence,


User Experience Customer Service, Cloud Management
HR and Security & Software Asset
Management
End-to-End IT Transformation
IT OPERATIONS
MANAGEMENT

IT SERVICE IT BUSINESS
MANAGEMENT MANAGEMENT
AVAILABLE IN

ServiceNow® IT Service Management J A K A R TA

Visual service level timeline


Easier Service Catalog
management
Proven practices for
guided setup
Better survey experience
Frankfurt · 14 November 2017

BENJAMIN ZACARIAH HOWELL III

Service Management Lead


For Digital IT
THE BADGE OF SPORT
IT Service Management Evolution

Automated
Conversation
Design
Human
Conversation
Design
Semi-structured
Forms
Knowledge
Base

Interactive
Voice Response
(IVR)
Call Handling Scripts

Self-service Voice Augmented


Phone Web Mobile
Portal Recognition Reality
AVAILABLE IN
6
PRODUCT ANNOUCEMENTS Announcing: Agent Intelligence for ITSM KINGSTON
IT

Automated Incident Categorization, and Assignment

Reduce incident triage time


with accurate assignments

Place screenshot here


Improve SLA performance

Improve CSAT scores by


simplifying service requests
AVAILABLE IN

ServiceNow® IT Operations Management J A K A R TA

Predictive alerts

Operational Intelligence

Cloud service mapping


NEW IN

ServiceNow Cloud Management


®
J A K A R TA
IT

Give Employees The Freedom To Access Cloud Resources And IT


The Power To Stay In Control

End User Flexibility and Visibility of


All Cloud Resources

Increased IT Control Over Risk and


Cost

Consumer-like Self-service Experience


AVAILABLE IN

ServiceNow® IT Business Management J A K A R TA

Financial Reporting & Charging

Gap Analyzer

New Insights From


Project & Application
Portfolio Management
NEW IN
6
PRODUCT ANNOUCEMENTS
ServiceNow Software Asset Management
®
J A K A R TA
IT

Make Vendor Audits Painless and Reclaim Unused Software Licenses

Keep License Compliance at


Your Fingertips

True-up Entitlements
Before an Audit Occurs

Free Up Unused Software


Licenses
Customer Service is a Team Sport
Customer Service Is Key To Business Success
CUSTOMER CUSTOMER REVENUE
EXPERIENCE L O YA LT Y GROWTH

“A 5% increase in customer retention can increase profits by up to 95%.”


Bain and Company
But There Is a Disconnect

80%
YET
8%
of companies say of people think these same
they deliver superior companies deliver
customer service customer service worthy of
a superior rating

Forrester
Existing Solutions Are Not Sufficient

CRM Service Management


REACTIVE PROACTIVE
LOG CUSTOMER ISSUES FIX CUSTOMER ISSUES
The ServiceNow System Of Action ™

Customer Agent

Build
Experiences
Define Measure &
Services Optimize

Request Self Prioritize Monitor &


Service Serve & Assign Prevent
Track Status Collaborate
& Resolve
A New Way To Deliver Customer Service

EFFORTLESS CONNECTED PROACTIVE


$720K
50+ $3.3M
20% 70%
Portals Increase Reduction In
Replaced in Customer Cases
Satisfaction

Results customers have realized


“Driving up customer-submitted cases is not only a
cost-savings for us but a better customer experience.”

Doug Folsom, CIO


NEW IN

ServiceNow Communities
®
J A K A R TA
CUSTOMER SERVICE

Now Every Customer Gets a Personalized Experience


with a Community of Experts and Peers

Personalize self-service
experiences

Engage with peers


and experts

Act on customer insights


Announcing: Agent Intelligence AVAILABLE IN
6
KINGSTON
for Customer Service Management
PRODUCT ANNOUCEMENTS

CUSTOMER SERVICE

Accelerate Customer Response Times With Case Categorization, Prioritization, and Assignment

Increase satisfaction by simplifying


customer requests

Automate agent work freeing time


to resolve important issues

Reduce errors and escalations


Make it Easy for Employees to be Employees
A System Of Action For HR

Employee HR Team

Employee Payroll HR
Relations Operations

Build
Experiences
Define Measure &
Services Optimize

Make Choices Ask HR for Help Prioritize Provide


& Assign Personalized
Get Step by Collaborate Across Resolution
Step Departments
Guidance
$720K $3.3M 1,000
Days Reclaimed
Annual Savings Annual Savings Annually

Results customers have realized


“Our employees are saving lives every day. ServiceNow makes
routine employee tasks quick and easy, allowing them to get back
to what’s important.”
Carlie Bush, Director, HR Shared Services
Onboarding Is A Multi-Department Experience

FACILITIES

HR FINANCE

IT

Unstructured | Incomplete | Untimely


START FINISH
Onboarding Needs A Multi-Department Solution

HR IT FACILITIES FINANCE

A System Of Action
START FINISH
ServiceNow ® NEW IN

J A K A R TA

HR
Enterprise Onboarding & Transitions
Give Employees the Onboarding Experience They Deserve

Provide a consumerized service


experience

Drive action across all


departments

Automate processes
in minutes
Build a Security Response Engine
Why a System of Action is Needed

PROTECT: DETECT: RESPOND:

[NOT SO MUCH]
Industry Averages

191
Days to Identify
66
Days to Contain
a Breach
a Breach

Ponemon Institute 2017


Game Changing Outcomes

HOURS HOURS
to Identify a Breach to Contain a Breach
To Respond At ™
Lightspeed , You Need Security & IT Working Together

Third Par ty Security


Security Products Analyst

IT

Enrich with Prioritize Automate


Business Context Incidents & Investigation
Vulnerabilities Contain
Threats

Detection SIEM Automatic Task Measure &


Assignment Optimize
Vulnerability
Scanning Automate
Resolution
$3.3M
60% 50% $720K
50%
Faster at Reduction In Increase in
Patching Incident Triage Patched
Vulnerabilities Time Vulnerabilities

Results customers have realized


“Keeping members’ data secure is our top priority. ServiceNow
gives us a structured, efficient way to eliminate vulnerabilities.
Nothing slips between the cracks.”
– Cameron Kracke, Senior Director,
Information Security Operations,
The ServiceNow System Of Action ™

IT SECURITY CUSTOMER SERVICE HR BUSINESS APPS

Now Platform ™

Nonstop Cloud

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