©2014ServiceNowAllRightsReserved Confidenal 1€¦ · ©2014ServiceNowAllRightsReserved Confidenal 2 Service=Benefit=Value 68% ServiceIndustries ofU.S.GDP" 4of5U.S.JobsareinServices

© 2014 ServiceNow All Rights Reserved 1 Confiden;al


Service = Benefit = Value

68% Service Industries

of U.S. GDP

4 of 5 U.S. Jobs are in Services


Service Quality

Good Bad Ugly


Drama5c Service Innova5ons


Back to IT…


LEGAL

The Backbone of the Modern Enterprise

FINANCE HUMAN RESOURCES

INFORMATION TECHNOLOGY

CUSTOMER SUPPORT

MARKETING FACILITIES


I need something Who do I contact? How?

Basic Unstructured Service Model

Provider Requester Send email to individual or alias

INITIATE REQUEST PROCESS REQUEST REQUEST FULFILLMENT

What is this request?

Send email to gain approvals

What’s the status

No;fy request is complete

Iden;fy approvers

Contact requester to get cri;cal informa;on

Track down fulfillment task status

Provide generic status update

Send emails to request fulfillment contributors

Track down and record approvals

Receive request comple;on no;fica;on

Provide more informa;on

Did anyone receive the request?

Send follow up email

Is anyone working on it?


Requester SERVICE CATALOG

SEARCH KNOWLEDGE

COLLABORATE

SERVICE CATALOG

SEARCH KNOWLEDGE

COLLABORATE

Provider

Execu5ves

SERVICE RECORD

> HELP

> ORDER

> CHANGE

> INFO

SERVICE-‐ORIENTED WORKFLOW

ASSIGN & TRACK WORK

UPDATE SERVICE STATUS

Service Rela5onship Management

APPROVALS & NOTIFICATIONS

KPI DASHBOARDS

BUSINESS DASHBOARDS

REPORTING & ANALYTICS


DEFINING

Frank Slootman President & Chief Execu;ve Officer

Fred Luddy Chief Product Officer

EMPOWERING

Dan McGee SVP of Engineering, Cloud Opera;ons

RUNNING Defining Empowering Running

Service Experience

Service Analy5cs

Service Delivery

Service Assurance

Service Taxonomy

PROVIDER

REQUESTER PROVIDER


serv�ice tax�on�o�my [sur-‐vis tak-‐son-‐uh-‐mee] noun

Descrip;on, iden;fica;on, naming, and classifica;on of standardized service offerings


%

49

51

General business (non-‐IT)

IT 21,324

21,890


Emulate Familiar Consumer Service Models

Incident

Request Informa;on


Emulate Familiar Consumer Service Models



Questions?

Questions?



ServiceNow: Service Automa5on Pla^orm

Mobile

Resource Mgt

Security

Patch Mgt Discovery

IT Cost

Asset

Event Mgt

Collabora;on

Planning Governance

Vendor

Support

Repor;ng

Deploy

SDLC

CMDB Business

intelligence

Backup

Server Monitoring

Network Monitoring

Applica;on Monitoring

Authen;ca;on

Single Architecture Shared Resources Single Data Model Custom App Dev

SERVICE AUTOMATION PLATFORM

ENTERPRISE SERVICE MODEL

Service Providers

APPLICATION DEVELOPMENT

‘Ci;zen’ Creators

Professional Creators

SDLC App Creator

OPERATIONS MANAGEMENT

Cloud Provisioning Orchestra;on Discovery Config Automa;on Service Creator Event

Work Human Resources

SERVICE MANAGEMENT

Asset Change Catalog CMDB Incident Problem Release Pass Reset Facili;es

BUSINESS MANAGEMENT

Analy;cs Governance Cost Project Vendor Demand Resource

Departments


REQUESTER PROVIDER Service

Experience Service

Analy5cs Service Delivery

Service Assurance

Service Taxonomy

Enterprise


Creators of Tomorrow…

HR Recruiter

Secretary

Facili;es Manager

Marke;ng Opera;ons

Legal Counsel

Finance Manager Training Manager

Service Manager Support Manager

Contract Manager

Procurement Manager

Sales Opera;ons

Supply Chain Manager

Program Manager Project Manager


Procurement HR

Finance

Opera;ons

Facili;es

Legal

Services

Marke;ng

Sales

IT

Enterprise Service Management

Consolidate Move service systems to a single system of record

Consumerize Intui;ve, approachable

service experience for all users

Standardize Globalize service rela;onships

Automate Lights out, zero-‐touch service

automa;on IT

© 2013 ServiceNow All Rights Reserved 20


To IT Thru IT For IT

© 2013 ServiceNow All Rights Reserved 21


The Enterprise IT Cloud SECURITY & COMPLIANCE •  ISO27001, SSAE16/SOC 1, SSAE16/SOC 2, FISMA Moderate ATO, PCI DSS Level 2, Safe Harbor, IQOQ •  Encryp;on in transit, Column level encryp;on, Access control rules, Data and applica;on isola;on •  Dedicated security team to manage ongoing tests, reviews, scans, monitors, and protec;on

HIGH AVAILABILITY & PERFORMANCE •  Mul;-‐instance high availability architecture underpins an industry leading 1 hour RPO / 2 hour RTO •  Apply configura;on changes with no down;me •  Transparent performance stats and repor;ng built into the planorm

SIZE & SCALE •  Automated horizontal scaling for elas;city and addi;onal reliability •  ServiceNow processes billions of customer transac;ons per month •  No surprises with concurrent connec;on limits or addi;onal infrastructure costs

CONFIGURATION FLEXIBILITY & INSTANT MOBILE •  Customers love the flexibility JavaScript offers beyond codeless configura;on op;ons to beper meet business needs •  Mobile access for any applica;on without addi;onal development effort or delays

EASE OF INTEGRATIONS •  Easily connect to external systems like LDAP, event monitoring, client management, and more


3,670,000,000 Transac5ons per month

Building The Enterprise IT Cloud

11,000,000+ Licensed Users

1,543,000+ Managed Assets


2,200+ Enterprise Customers

2,100+ Employees

Major Sites

San Diego, Silicon Valley, Seaple, Amsterdam, London, Sydney

ServiceNow – The Enterprise IT Cloud Company

*Expected 2014 Revenues

$13M $28M $64M

$128M

$244M

FY12 FY11 FY10 FY09 FY08

$424M

FY13

*$652M to $657M

FY14

$139M

Strong Revenue & Growth

Planorm Designed to Manage Service Rela;onships in the Enterprise

Highly Secure and Available Enterprise Cloud

SaaS Business Model

Enterprise IT Cloud NYSE: NOW

$478M Trailing 12-‐Month Revenue


The Largest Companies in the World Rely on ServiceNow


Why ServiceNow

Consolidate to a single system of record

Provide a consumer-‐like self service experience

Automate as much as possible

Extend IT value with forms-‐based workflow


ServiceNow: Service Automa5on Pla^orm

Mobile

Resource Mgt

Security

Patch Mgt Discovery

IT Cost

Asset

Event Mgt

Collabora;on

Planning Governance

Vendor

Support

Repor;ng

Deploy

SDLC

CMDB Business

intelligence

Backup

Server Monitoring

Network Monitoring

Applica;on Monitoring

Authen;ca;on

Single Architecture Shared Resources Single Data Model Custom App Dev

SERVICE AUTOMATION PLATFORM

ENTERPRISE SERVICE MODEL

Service Providers

APPLICATION DEVELOPMENT

‘Ci;zen’ Creators

Professional Creators

SDLC App Creator

OPERATIONS MANAGEMENT

Cloud Provisioning Orchestra;on Discovery Config Automa;on Service Creator Event

Work Human Resources

SERVICE MANAGEMENT

Asset Change Catalog CMDB Incident Problem Release Pass Reset Facili;es

BUSINESS MANAGEMENT

Analy;cs Governance Cost Project Vendor Demand Resource

Departments


Thank you

Documents

©2014ServiceNowAllRightsReserved Confidenal 1€¦ · ©2014ServiceNowAllRightsReserved Confidenal 2 Service=Benefit=Value 68% ServiceIndustries ofU.S.GDP" 4of5U.S.JobsareinServices