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Solution Overview

ServiceNow is a leading provider of cloud-based services that automate enterprise IT operations. We focus on transforming enterprise IT by automating and standardizing business processes and consolidating IT across the global enterprise. Organizations deploy our service to create a single system of record for enterprise IT, lower operational costs, and enhance efficiency. Additionally, our customers use our extensible platform to build custom applications for automating activities unique to their business requirements. The ServiceNow suite of applications is completely modular. This means that your business can use all or any subset of those applications, as its specific needs dictate. The modules that comprise the ServiceNow suite are described below. !
Module Business Function (What It Does) Core ITSM, IT Operations and IT Governance Functions ServiceNow Automatically records and Incident Management categorizes all reported incidents, then assigns them for resolution based upon company-defined business rules. ServiceNow Links multiple incidents to a root Problem Management cause a single known cause or error. ServiceNow Change Management Documents proposed infrastructure changes and related back-up and back-out plans. Routes each change request to appropriate decision makers for approval. Enables financial and operational analysis for optimal change conditions. Links changes to each affected Configuration Item (CI) based on IT Infrastructure Library (ITIL) recommendations. Proactively manages the development of all new releases and features of internally developed software, across each applications entire development life cycle. Establishes and monitors status of Service Contracts and Service Level Agreements between the IT organization and supported business units or third-party service providers. Business Value (Why It Matters) Ensures that all incidents are resolved as quickly as possible through assignment to most appropriate resolution group or individual. Ensures that the root cause of each incident is corrected to resolve the problem permanently. Decreases unplanned outages. Enhances change planning through better understanding of affected business units / employees. Mitigates risks associated with complex changes. Establishes back-up and back-out plans in case of unforeseen problems. Speeds incident resolution time through a better understanding of historical changes. Ensures that what developers deliver is closely aligned with what the business needs, wants, and expects, to accelerate user adoption and to maximize business value. Prioritizes the assignment of resources to incidents based upon strategic business value; ensures maximum customer and user service levels.

ServiceNow Software Development Life Cycle (SDLC) and Release Management ServiceNow Service Level Management

Module ServiceNow Configuration Management (CMDB)

ServiceNow User Self-Service

ServiceNow Knowledge Management

ServiceNow Asset Portfolio Management

ServiceNow Asset Contract Management

Business Function (What It Does) Tracks and manages all CIs, both deployed and held in reserve. Tracks and manages current and historical configuration of all IT assets. Tracks and manages the interconnectivity of all deployed assets. Enables users to submit incidents, track their status, search service catalogs, and submit requests for company-defined goods and services. Captures and reuses resolutions to known or common errors. Enables supported employees to search databases for known error problem resolutions. Tracks and manages the financial data associated with all infrastructure assets, whether owned, leased, rented, or borrowed. Tracks and manages all of the contracts warranties, leases and software licenses associated with an organization or CI.

Business Value (Why It Matters) Decreases incident and problem resolution time through increased visibility of affected assets and understanding of their interconnections. Significantly increases user satisfaction while decreasing routine and repetitive service desk calls and their costs. Increases Level 1 incident resolution rates. Decreases calls to the service desk through employee self-resolution. Improves cost-related analysis and decision making by measuring and tracking costs associated with all assets. Maximizes use of all associated warranties and service contracts. Maximizes utilization of all infrastructure assets. Mitigates exposure to financial penalties associated with lease contract or software license violations. Reduces support costs associated with non-standard CIs and requests. Reduces request approval time through automated approval processes. Controls costs by enforcing purchases from approved vendors. Provide executive dashboards that reflect IT service fulfillment trends. Maximizes exposure to users and decision makers of IT services and their business value. Provides a powerful financial management dashboard to drive accurate decisions based on both captured and aggregated CI- and labor-related costs.

ServiceNow Service Catalog and Service Request Management

Establishes standardized catalogs of goods and services provided by the IT organization to supported business units and users. Enables on-line browsing and request of goods and services. Defines portfolios of IT services in business-centric terms. Lets users focus on business goals and needs. Automates service availability measurement and tracking against commitments. Establishes the cost of IT service delivery and conveys that information in financial terms.

ServiceNow Service Portfolio Management

ServiceNow IT Cost Management

Module ServiceNow IT Governance, Risk and Compliance ServiceNow Data Certification

Business Function (What It Does) Enables documentation, management, and measurement of policies, risks, and controls and their compliance with regulations and business policies. Automates the continuing certification of business data to satisfy compliance requirements. Facilitates check-in and check-out of business documents. Provides revision and approval history and automated reviewer and approver notifications Measure and track field service activities within the context of overall service management. Presents project-related tasks in work queues to help to sharpen focus on project milestones. Gantt charts and reporting provide complete visibility into project progress. Supports roll-up of projects into portfolio views and reports.

ServiceNow Managed Documents

Business Value (Why It Matters) Ensures compliance with required regulations and policies. Removes fire drill components from audits Improves compliance and business agility by making inconsistent, manual processes automatic and consistent. Enables consistent, effective control and management of critical business documents and knowledge. Orchestrate resources and inventory logistics to ensure field-based service delivery commitments are met with high accuracy and low cost. Provides complete control over resources and ensures timely execution of key deliverables within projects and across project portfolios. Native integration with Change, Release and Service Level Management modules drives project tracking and tasking across all management disciplines. Automates and rationalizes manual, inconsistent, and error-prone processes for management of key resources and tasks. Saves time while capturing valuable knowledge and ensuring process consistency across all of IT. Accelerates translation of IT efforts into business value. Native integration with CMDB eases the process of defining services. Provides a firm foundation for financial and contract management for all IT assets. Delivers the real-time and historical information business decision makers need for strategic operational and financial planning.

ServiceNow Field Service Management ServiceNow Project and Portfolio Management

*ServiceNow Runbook Automation

Automates and organizes into runbooks complex sets of crossapplication activities and business processes. Includes Process Packs for automation of Amazon EC2, PowerShell, and VMware management actions included to accelerate the creation of runbooks.

*ServiceNow Discovery and Application Dependency Mapping

Discover all networked CIs and automatically define their relationships and interdependencies. Verifies completion of change activities. Includes a business service mapping capability, designed to feed and maintain the CMDB. Core Platform Functionality ServiceNow Enables both current and historical Reporting and Online views of the IT infrastructure, its Analytical Processing configuration, its availability, and (OLAP) Support associated costs.

Module Social IT: ServiceNow Chat and ServiceNow Live Feed

ServiceNow Content Management System (CMS) *Platform as a Service (PaaS) Support, Shared Services, and Line-ofBusiness Applications

Business Function (What It Does) Uses social media technologies, including real-time chat and feeds (message threads) from users and processes, to enable and manage more effective communications with and among IT support teams. Automatically embeds conversations within relevant incident records. Enables businesses significant flexibility with and control over the look and feel of ServiceNow features and functions. Available templates for Facilities Management, HR Management, and Sales Force Automation demonstrate extended leverage of the ServiceNow suite beyond core IT functions. Enables creation of custom line-ofbusiness applications, often in hours instead of days or weeks.

Business Value (Why It Matters) Provides an alternative to email and phone calls for communication with service desk support teams. Enables a new way of collecting, sharing, and leveraging internal IT and business expertise. Users access powerful functionality via familiar, easyto-use interfaces, reducing learning times, user frustration, and training costs. Offers the power and value of ServiceNow to multiple additional business units. Extends the business value of the ServiceNow Service Catalog and the ServiceNow investment as a whole. Increases business agility, competitiveness, and responsiveness.

*ServiceNow Discovery, ServiceNow Runbook Automation, and ServiceNow PaaS features are licensed separately. Contact your ServiceNow representative for more information.

In addition to market-leading ITSM functions, ServiceNow supports consolidation of disparate, incompatible tools and services, and of multiple service desks and key management processes. Such consolidation can make your business infrastructures more efficient, agile, responsive, reliable, and economical to operate.

The same ServiceNow platform that powers our packaged applications is used by a growing number of companies to automate processes beyond IT. Many ServiceNow customers use ServiceNow PaaS functionality to create, deploy, and manage custom line-of-business applications rapidly and economically, without diversion of costly, specialized IT team resources. Examples include applications for shipping and logistics management, bank loan origination, insurance claims tracking, vehicle maintenance, and learning management. Descriptions of some of these applications are available from your ServiceNow representative or online at https://www.servicenow.com/platform.do.