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© 2017 ServiceNow All Rights Reserved 1© 2017 ServiceNow All Rights Reserved

W O R K AT L I G H T S P E E D

IT | HR | Customer Service | Security Operations | Business Apps


ServiceNow Is A Fast-Growing, Global Company

~5,600 Employees

Major SitesSilicon Valley, San Diego, Seattle

Amsterdam, London Sydney, Tel Aviv, Hyderabad

$1+ Billion In Annual Revenue

$28M $64M$128M

$683M

$1B

’16

$1.39B

‘09

$244M

$425M

‘10 ‘11 ‘12 ‘13 ‘14 ‘15 ’17

$1.901- $1.911B

ESTIMATED

Local PresenceAustria, Herrengasse 1-3, 1010 Vienna


Gartner IT Service Management Tools Magic Quadrant

ServiceNow has been named a leader in the Gartner IT Service Management Tools Magic Quadrant for the fourth year in a row, continuing to extend its leadership position.

Regarding to Gartner had ServiceNow 43% market share on the worldwide market of IT Service and Support Management solutions in 2016.

ServiceNow sold over a Billion US Dollar with ITSM only.


The Lightspeed Enterprise™

Work At Lightspeed™


A New Generation Of Company Is Disrupting The Old

Logos on this slide are the trademarks or registered trademarks of their respective holders and not ServiceNow


A New Generation Of Company Is Disrupting The Old

Logos on this slide are the trademarks or registered trademarks of their respective holders and not ServiceNow

FasterTo Market

More Transparency

New Experience


Most Companies Stuck In An Old Work Model

Emai l , Spreadsheets , Forms, Messenger, Cal ls

Work

Incidents

Requests

Cases

Tasks

Departments

IT

HR

Services

Security


UnproductiveEmployees

Higher Operating Cost

Slow Resolution Times

That Old Work Model Hurts Business


Requester ProviderService Owner

The ServiceNow System Of Action™

Collaborate& Resolve

AutomateResolution

Prioritize & Assign

Measure& Optimize

DefineServices

SelfServeView

Status

RequestService

BuildExperiences


Secure & Compliant ScalableMulti-Instance

HR BUSINESS APPSSECURITY CUSTOMER SERVICEIT

Intelligent Automation Engine

WorkflowServiceCatalog

KnowledgeBase

DeveloperTools

ContextualCollaboration

SingleDatabase

ServicePortal

Subscription & Notification

Performance Forecasting

Predictive Modeling

OrchestrationReports & Dashboards

Anomaly Detection

PeerBenchmarking


Energized Employees

Game ChangingEconomics

Higher Service Levels

The ServiceNow System Of Action™


The Lightspeed Enterprise™


NONSTOP CLOUD


NOW PLATFORMTM

CLOUD SERVICES

TM






KnowledgeBase

DeveloperTools


SingleDatabase

ServicePortal



Predictive Modeling


Anomaly Detection

PeerBenchmarking


BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE

SOFTWARE ASSET MANAGEMENT

IT BUSINESS MANAGEMENT

IT OPERATIONS MANAGEMENT

IT SERVICE MANAGEMENT

GOVERNANCE, RISK, AND COMPLIANCE

SECURITY OPERATIONS

CUSTOMER SERVICE MANAGEMENT

HR SERVICEDELIVERY

NOW PLATFORM –CUSTOM APPS

PERFORMANCE ANALYTICS


SW Asset Mgt Client SW Distro

SOFTWARE ASSET MANAGEMENT

Fin Planning

Financial Reporting

Cost Transp

TestAgile Dev

Resource App Portfolio

DemandProj. Portfolio

IT BUSINESS MANAGEMENT

Service Mapping

Operational Intel Event Mgmt

Cloud Mgmt

CMDBDiscovery

IT OPERATIONS MANAGEMENT

CMDB

Service CatalogKnowledge Mgmt

Benchmarks Service Level

CostAsset

Change Release

ProblemIncident

IT SERVICE MANAGEMENT

Orchestration

Compliance

Vendor Risk

GOVERNANCE, RISK, AND COMPLIANCE

Risk

Audit

ThreatIntelligence

Vulnerability Response

TrustedSecurity Circles

Security Incident Resp.

Knowledge Mgt Communities

Field Service Mgt

CustomerService Mgt

Ent Onboarding& Transitions

Case & Knowledge Mgt

Employee Service Center

SECURITY OPERATIONS

CUSTOMER SERVICE MANAGEMENTHR SERVICEDELIVERY

NOW PLATFORM –CUSTOM APPS

Automated Testing Framework

Delegated Development

StudioService Portal

Designer

Performance Analytics

BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE



NONSTOP CLOUD




KnowledgeBase

DeveloperTools


SingleDatabase

ServicePortal



Predictive Modeling


Anomaly Detection

PeerBenchmarking


The Multi-Instance, Secure and Scalable NonStop Cloud


DataIsolation

VersionMgmt

VisibilityControl

Higher than

99.996%availability

ISO 27001 and 27018SSAE 16 SOC 1 & SOC 2 Type 2FedRAMP Moderate JAB P-ATOUS DOD Level 2FDA Quality Mgmt SystemsMulti-Tier Cloud Security (MTCS)EU Privacy Shield

Security Dashboard

50’000instances

150 Mactive users

10 Btransactionsper month


We’re a multi instance architecture not out of convenience, but because it’s the best way we know of to put you in control of your cloud platform.

Each and every instance running in our cloud is a unique software stack, right down to the database.






KnowledgeBase

DeveloperTools


SingleDatabase

ServicePortal



Predictive Modeling


Anomaly Detection

PeerBenchmarking

NONSTOP CLOUD

CLOUD SERVICES

© 2017 ServiceNow All Rights Reserved 21

SINGLESYSTEM OF RECORD

Services

Processes

People

Locations

Automated tasks

Configuration items

Assets

SINGLEARCHITECTURE

Data model

Code base

Workflow engine

Reporting & Analytics

User interface & Portal

App dev capabilities

Web services & API

Collaboration






KnowledgeBase

DeveloperTools


SingleDatabase

ServicePortal



Predictive Modeling


Anomaly Detection

PeerBenchmarking

NONSTOP CLOUD

CLOUD SERVICES






KnowledgeBase

DeveloperTools


SingleDatabase

ServicePortal



Predictive Modeling


Anomaly Detection

PeerBenchmarking


CATEGORIZE & ROUTE WORK

PREVENT FUTURE ISSUES

BENCHMARK AGAINST PEERS

PREDICT PERFORMANCE

Intelligent Automation solves 4 big problems in IT





PREDICT PERFORMANCE


• Predictive Alerts• Anomaly Detection• Root Cause Analysis

Personalized adaptive intelligence tailored by you, on your own data• Categorization• Prioritization• Assignment

• Industry Averages• Trends Over Time• Regularly Updated

Make better, faster, more informed decisions with Performance Analytics• Advanced Forecasting• Interactive Analysis• Data Import


Every Cloud Service Benefits From Intelligent Automation

Route tasksPrevent outages

Compare performance

IT

Score incident riskBlock threat indicators

Optimize resolution

SECURITY

Route requestsPersonalize content

Compare performance

HR

Assign values to fieldsCorrelate eventsCreate predictive action

BUSINESS APPS

Route casesPrioritize worklistsRecommend action

CUSTOMER SERVICE





PREDICT PERFORMANCE



Training Service

ExtractTraining DataCUSTOMER

INSTANCE

Bot Model

Supervised Machine Learning…


I cannot send mail…Category : EMAILProbability : 98%

Inbox is not synching…Category : EMAILProbability : 95%

X-mas cards not sent...Category : ?????Probability : ??%

CUSTOMERINSTANCE

Bot Model

Intelligent Automation applied…


Efficiency: Get more work done with less peopleCategorizing, Prioritizing, Routing,…

Progress: Track the ResultsBuilt in analytics, Prediction Count & Accuracy Over Time

Experience: Simpler and faster for the end-userJust human language, no fields to fill or select when submitting cases

The value of intelligent automation





PREDICT PERFORMANCE



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Anomaly Detection & Predictive Modeling


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Anomaly Alert 0010284CI Name: TRADESERVER#01Metric Name: Too many worker threadsUpdated on: 2017-05-22 05:45:15

INOW



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Anomaly Alert 0010284CI Name: TRADESERVER#01Metric Name: Too many worker threadsUpdated on: 2017-05-22 05:45:15

Alert 0010300CI Name: TRADESERVER#01Metric Name: High CPUUpdated on: 2017-05-22 07:38:25

INOW



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Predictive Alert 0010300CI Name: TRADESERVER#02Metric Name: High CPUUpdated on: 2017-05-22 12:48:25Probability: 78.6%



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Predictive Alert 0010300CI Name: TRADESERVER#02Metric Name: High CPUUpdated on: 2017-05-22 12:48:25Probability: 78.6%

AUTOMATICINCIDENT






PREDICT PERFORMANCE



Peer Benchmarking

2%

% of high priority incidents

Benchmark View trend2%

55%

61%

% of incidents resolved on first assignment


33%

80%

% of requests closed within SLA


12%

8 hours

Avg. time to resolve an incident

Benchmark View trend9 hours

11%

3# of incidents created per user

Benchmark View trend1

0%

3%

% high priority problems


50%

4 days

Avg. time to close a problem

Benchmark View trend3 days

12%

2%

% of emergency changes


100%


8 hoursAvg. time to resolve an incident


11%Avg. time to resolve an incident

(hours)

X

6 months history

| 0816 | 0916 | 1016 | 1116 | 1216 | 01170

10

20

Peer Benchmarking


Peer Benchmarking

2%

% of high priority incidents


55%

61%

% of incidents resolved on first assignment


33%

80%

% of requests closed within SLA


12%

8 hours

Avg. time to resolve an incident


11%

3# of incidents created per user

Benchmark View trend1

0%

3%

% high priority problems


50%

4 days

Avg. time to close a problem


12%

2%

% of emergency changes


100%


4 daysAvg. time to close a problem


12%Avg. time to close a problem

(days)

X

6 months history

| 0816 | 0916 | 1016 | 1116 | 1216 | 01170

2

4

Peer Benchmarking





PREDICT PERFORMANCE



I-7

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TODAYI

+1I

+2I

+3I

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WHERE ARE WE ?

WHERE WERE WE ?


I-7

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TODAYI

+1I

+2I

+3I

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WHERE ARE WE ?

WHERE WERE WE ?

WHERE DO WE WANT TO BE ?


I-7

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TODAYI

+1I

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WHERE ARE WE ?

WHERE WERE WE ?

WHERE DO WE WANT TO BE ? WHEN DO WE GET THERE ?


[ITSM] IBM Watson Virtual Agent

Provided by Darius Koohmarey

Product Manager, ITSM

Integration – IBM Watson Conversation Service Roadmap

Note: [ITSM] can be replaced with any context – CSM, HR, Marketing, Legal, Facilities, etc.


Safe HarborThis presentation contains “forward‐looking” statements that are based on our management’s beliefs and assumptions and on information currently available to management. We intend for such forward‐looking statements to be covered by the safe harbor provisions for forward‐looking statements contained in the U.S. Private Securities Litigation Reform Act of 1995. Forward‐looking statements include information concerning our possible or assumed strategy, future operations, financing plans, operating model, financial position, future revenues, projected costs, competitive position, industry environment, potential growth opportunities, potential market opportunities, plans and objectives of management and the effects of competition.

Forward‐looking statements include all statements that are not historical facts and can be identified by terms such as “anticipates,” “believes,” “could,” “seeks,” “estimates,” “expects,” “intends,” “may,” “plans,” “potential,” “predicts,” “projects,” “should,” “will,” “would” or similar expressions and the negatives of those terms, although not all forward‐looking statements contain these identifying words. Forward‐looking statements involve known and unknown risks, uncertainties and other factors that may cause our actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward‐looking statements. We cannot guarantee that we actually will achieve the plans, intentions, or expectations disclosed in our forward‐looking statements and you should not place undue reliance on our forward‐looking statements.

Forward-looking statements represent our management’s beliefs and assumptions only as of the date of this presentation. We undertake no obligation, and do not intend to update these forward‐looking statements, to review or confirm analysts’ expectations, or to provide interim reports or updates on the progress of the current financial quarter. Further information on these and other factors that could affect our financial results are included our filings we make with the Securities and Exchange Commission.

This presentation includes certain non‐GAAP financial measures as defined by SEC rules. We have provided a reconciliation of those measures to the most directly comparable GAAP measures in the Appendix.

The information in this presentation on new products, features, or functionalities is intended to outline ServiceNow’s general product direction and should not be included in making a purchasing decision. The information on new products, features, functionalities is for informational purposes only and may not be incorporated into any contract. The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow’s sole discretion.


The Partnership Win - Win

ServiceNow

• Data rich Platform

• Intuitive UX

• Reporting & ROI

• SN’s AI/ML Models

• Self Service Engagement

• Domain expertise

IBM

• Cognitive Intelligence

• Bluemix APIs

• NLU & Conversation

• Discovery

• Data normalization

• Unsupervised Learning

• Speech & Multi Language support


Problem Statements

• IT Costs are increasing

• Tier 1 technician turnover rates are high

• Users are expecting more instantaneous service

• Users are coming to expect frictionless experiences found in consumer technologies

• Volume of IT issues are increasing as technology becomes more prevalent

• MTTR is High (slow), reassignment count is High

• Time to first response is High (slow)

• P4 & Question volume is significantly burdening capacity

• 40% of customers expect a response within the hour Source: Tarkoff, Robert. Lithium Inaugural Customer Expectations Survey.

Lithium Technologies and Harris Interactive. April 24-28, 2014.


Virtual Agent Value Points

• Virtual agents are always accessible – increases customer self service utilization, increases CSAT, NPS

• Can understand many languages & be easily accessible on many platforms

• High scalability in terms of number of chats a single virtual agent can handle in parallel

• Deflection of low level incidents and collection of information reduces operating costs

• Deflection of calls, emails, & live chats

• Virtual agent conversations are reportable to understand and improve performance

• Improved consistency and accuracy in incident creation and user experience

• Higher complexity/value add opportunities opened for existing technicians


What Powers a Virtual Agent?

Virtual Agent

NLP

Understand user intent, entities in conversation

DataIncidents, Knowledge Articles, Catalog

Items, etc.

ML

Provide optimized responses and relevant content, identifies clusters

Scaled Human Intelligence• Audio

• Video

• Digital


How IBM Powered Virtual Agents Can Work Todaywith Helsinki, Istanbul, & Jakarta … generally speaking

3rd Party Virtual Agent (Scoped App)

Actions(i.e. open an incident,

password reset, status …)

Customer Instance

IBM Watson Cloud

Conversation(NLP, Design, Runtime…)

Discover(Retrieve & Rank)

NLU / Tone Analyzer(Sentiment / Emotion)

Rest API

Connect

or


IBM Watson Integration Planned for Kingston

Virtual AgentPre-built self-service

use cases in IBM Watson & ServiceNow

Framework to take action

Actions(i.e. open an incident, search kb, status …)

Customer InstanceConnect

ConnectPurpose built integration API

Purpose built ‘bot users’Service Portal chat widget

AND Through Custom Integration

IBM WatsonConversation Service

REST APIGuided Setup,

Utilization Reports, &

Purpose built tables for Watson

integration

ServiceNow Connect & IBM Watson Conversation Service powered Virtual Agent prebuilt for self service incident deflection, and easily extensible to additional use cases


Kingston Pre-Configured End User Use Cases

• Check Status– Ability to retrieve details of recent incident &

requested items, and to add additional comments

• Create Incident– Ability to create an incident, add conversation

history to work notes, and enforce urgency input

• Search catalog items– Return user links to relevant catalog items

• Search knowledge base– Return user links to relevant knowledge

articles

• Get CI Information– Allow user to understand their hardware

configuration items assigned to them

• Get Outage Information– Allow end user to understand if there are any

current outages

• Live Agent Handoff– Allow user to indicate they want a live agent,

and to be transferred to a live agent connect support queue

• Hello / Goodbye / Capabilities– Allow user to ask bot what it is capable of, as

well as receive standard greeting / goobye


Joachim Halper | Senior Sales Executive

email: [email protected]

mobile: +43.676.3032465

Martin Pscheidl | Senior Solution Consultant

email: [email protected]

mobile: +43.664.3582869

Thank you

mailto:[email protected]

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