Performance Analytics Introduction Kit

Introduction Kit Overview This kit contains the following to help prepare you for giving an overview at a kick-off meeting or having an initial conversation with a department that may be interested in ServiceNow: Elevator Pitch: Short conversation to spark interest Objection Handling: Steps to confidently engage when there is a concern Service Specific Slides: Insert in presentations or communications related to the following situations: A current project or use of these solutions Initial meeting with the service owner Presentation on the value of the platform to get commitment to meet with ServiceNow for more details about specific service requirements Case Studies: Share compelling success stories to bring value to life. Choose a case study that resonates with you. Additional case studies can be found here: http://www.servicenow.com/customers.html

Elevator Pitch

Elevator Pitch The elevator pitch is designed to spark interest. You would use this when calling to schedule an introduction meeting or perhaps a chance meeting when getting coffee. When using the elevator pitch you should take into account the business issues you are aware of that they need to address and start with that. The example of addressing a business issue is in italic – so think of the appropriate issue and have it ready. 30 second elevator pitch: I would like to meet with you regarding a solution that provides secure, simple access to key performance indicators (KPIs) and metrics that enable you to proactively optimize business services, improve processes, and align with organizational goals. ServiceNow Performance Analytics leverages trusted, in- platform data, to deliver real-time, actionable insights needed to make business decisions that result in better service quality and increased efficiency.

Objection Handling

Objection Handling Objection handling can be tricky and is uncomfortable for most. But by taking time to listen, ask questions, and research it helps to further build value and your credibility– and it’s a great reason to speak with them again! Objection Handling Process: Steps to effectively handle an objection Common Examples: Samples of typical objections, and some talking points. Strongest Response: “That is an interesting concern, let me do some research and get back to you” can be a very powerful response. Lets them know that you take their concern seriously Gives you the opportunity to formulate the RIGHT response and show value Gives you the opportunity to reach out to them again

Objection handling process 5/7/2019 Objection handling process Listen Ask them to explain their objection Take it seriously Do not scoff or contradict them Empathize Show that you recognize and accept their concern Confirm that some current services have had similar concerns in the past Explore Understand the objection by asking questions Drill down to uncover the real area of concern Capture details and let them know you will look into it Address Speak to the value of shared platform and ease of configuration to address functionality concerns Speak to how your team has overcome similar issues in the past and how Offer to schedule a 60 min in depth review with ServiceNow Validate Provide follow up information Confirm you have addressed the objection Schedule follow-up action as required © 2012 ServiceNow All Rights Reserved

Objection Handling Can you explain the difference between operational reporting vs Performance Analytics? ServiceNow comes with standard out of the box operational reporting. We provide a number of reports in each of the functional areas and if there is content customers need above and beyond this you can use the Designer to author your own content. Operational reporting gives you a view into what's happening within your processes at a given point in time. Performance Analytics is designed specifically to help you get insight into processes by using leading and lagging indicators about the process and tracking those on a daily basis to understand trending so that you can quickly identify issues and areas for improvement. By establishing agreed upon indicators, organizations are also able to achieve operational alignment across strategic, operational, and individual contributors.

Performance Analytics Capabilities Comparison Key Capabilities Performance Analytics Reporting Notes Dashboards with sharing Both technologies leverage sharable dashboard technology Real-time and ad hoc reports Reporting queries are executed in real time. Snapshots can show a real-time view besides the historic trend chart Multiple data sources in one chart Visualize multiple trends in a single chart to highlight correlations and group related metrics Scheduled, offline distribution Ability to schedule reports and distribute via PDF Snapshots, dimensions and trend analysis Constantly aggregates all key metrics, allowing scalable visualization and drill down to live underlying records Out-of-the-box KPIs and dashboards Get started fast with industry best-practice solutions for each ServiceNow application Predictions and anomaly detection Automatically selects best algorithm to curve-match, reflect cyclicality, and forecast trends Import from Excel The ability to build reports based on data that sits in Excel Interactive filters Collapse dozens of static reports into a single, dynamic report with intuitive, interactive filters Interactive Analysis Launch from any list view directly to a visual data exploration mode with interactive filters Formulas and calculations Ability to create customized metrics using formulas tailored to individual needs Manage targets and thresholds Set and track personal, group, or company-wide targets and thresholds and stay ahead by receiving preemptive alert

Slides To Add to Your Intro Call Deck If you are aware of specific business issues that the platform can address feel free to update text in slides to match the business issues you are focusing on The point of the initial meeting is to focus on the platform value and how it aligns to solving their business issue. Next step is to secure a second meeting with ServiceNow Experts to review the details of what we offer for the specific service

We’re Creating an Enterprise That Makes Work Better with ServiceNow SECURITY OPERATIONS CUSTOMER SERVICE HR BUSINESS APPS Single Database Workflow Service Catalog Service Portal Subscription & Notification Contextual Collaboration Performance Analytics Knowledge Base Developer Tools Through the use of the Now Platform we have an opportunity to improve how we are doing business across our enterprise. Multi-instance Secure & Compliant Scalable

Let’s Talk About What This Means For Business Performance IT SECURITY OPERATIONS CUSTOMER SERVICE HR BUSINESS APPS Single Database Workflow Service Catalog Service Portal Subscription & Notification Contextual Collaboration Performance Analytics Knowledge Base Developer Tools Today, we are going to focus on how we can improve the way IT does business. Multi-instance Secure & Compliant Scalable

Challenges We Were Experiencing Modify the language in this slide to address specific issues you are aware of. Challenges We Were Experiencing Outdated Legacy Tools Declining Customer Satisfaction Poor Time to Resolution At one point we were using three different stop-gap products. They were too expensive to maintain and added very little value! Our manual processes were error-prone and extremely inefficient. It was taking way too long to resolve incidents and deliver services! Staff was losing confidence in IT and beginning to find workarounds such as “shadow IT” to get their work done. Focus your conversation on the issues you were able to overcome by implementing ServiceNow. Try to identify issues you solved that are close to those that Business Intelligence needs to solve, as well.

Consolidated Modern Platform Improved Service Availability Then show the results and insert screenshots of your instance that supports the improvement The Solution Consolidated Modern Platform Single System of Record Integrated Processes Lower Cost of Ownership Improved Service Availability Reduced Service Outages due to change errors by 90% Improved overall resolution times by 75% Improved User Experience NPS Scores improved from 6.5 to 8.9 60% time saving on average through use of Self-service After moving to ServiceNow we were able to solve those issues – I know you’ve seen some of the success we’ve had.

Common Challenges Business Intelligence Experiences Modify the language/images in this slide to address specific issues you are aware of. Common Challenges Business Intelligence Experiences Visibility into Your Business Costs are Soaring Solutions Lack Efficiency In order to make informed decisions, the business needs better insight into the current state, but results are unclear. Getting a new solution up and running takes months, and even when they are implemented, dashboards and KPIs are difficult to build and manage. Because data takes weeks or months to compile, by the time the business is able to respond, money has been wasted implementing ineffective strategies. Work with your ServiceNow Account team and the information you know about the pain Marketing is experiencing in your organization. Make the conversation personal. The above examples are the most common ones experienced across most service related departments.

Reduce Costs with Real-Time Data The Solution A Prescriptive Model to Realizing Improved Business Outcomes from Performance Analytics These are common Performance Analytics values that customers get Insights to Action Maximize Efficiency Optimize Business Processes Align to Strategic Objectives Increase Efficiency Get Implemented and Running Quickly 500+ Best Practice KPIs 50+ Pre-configured Dashboards Reduce Costs with Real-Time Data Visualize Performance Trends Eliminate Inconsistencies Make Confident Decisions on the Spot With ServiceNow we can address these plus provide a better way for us to collaborate as an organization.

Solution-Specific Slides Below are multiple solution-specific slides you may use to explain the value of this solution. There are a lot of slides. You are not required, or expected, to use all of them. Select the most appropriate slides for you and your organization. Please review with your Account team to determine which of the following slides will resonate best with your organization.

Performance Analytics underlines your investment with the ability to A New Way to Work EASY EXTENSIBLE EVERYWHERE When you choose ServiceNow, you are recognizing a transformation in the way people work and you are unlocking the power to visualize, adapt, and improve workflows across the business in completely new ways. Performance Analytics underlines that investment with the ability to OPTIMIZE activities, processes, and align to overall business strategy. This is an evolution in the way people work and it comes with highly targeted data and a deep insight of what is driving your business at an organizational, departmental, and even personal level. It also gives you the capability to track individual achievements against goals. Performance Analytics revolutionizes business culture with the ability to apply perspective/context to data and put it to work for you. Let’s take a look at how this transformation delivers value through context in three different dimensions. Performance Analytics underlines your investment with the ability to OPTIMIZE activities, processes, and align to overall business strategy.

Performance in Context: People How can I impact trends that affect cost and quality? What is the status and quality of my requested services? Service Owner Business Culture Front-line Worker End User How can I work more efficiently to achieve targets? Shared data Performance in the context of people Every role has different responsibilities, which comes with different business goals. Every role will have different questions that will help them meet their objectives. 1. An Executive will look for information around corporate governance. 2. The Service/Process Owners will want to see trend information related to the quality and cost of the services delivered. 3. Front-line workers need relevant information that will help them make the right decisions about their current activities 4. End users will want insight into the activity around their requests. So: Leading Indicators for better business alignment, targeted information to make Smarter Decisions for Better Service and Real Time Overview for Better Governance. All of these imply a slightly different representation of the data, but it’s all coming from the same central platform. How are we tracking against organizational objectives? Executive

Performance in Context: Time When will we get there? Where do we want to be? Did we improve? Gap Where are we today? How do we get there quicker? Where were we before?

Performance in Context: Influence “Data without context is just organized information.” – Albert Einstein Influence. This is your data in context… What other factors – whether leading or lagging indicators – affect your objectives? A simple example: When planning a trip, we set some initial goals (when do I want to get there? how much can I afford to spend?) and layer data to weigh out the best option. Weather reports Traffic data Distance and time Luggage requirements Reliability of service Safety Is someone in your party afraid of flying And more All of these factors influence each other and enable you to make the optimal choice for getting from where you are to your objective.

In-Platform Analytics REAL-TIME Make fast decisions with confidence. Because your data stays in-platform at all times, it retains its integrity. Your scorecards and dashboards show to-the-minute information, empowering you to adapt at the speed of business. NATIVE Drive smart, data-driven actions.  Out of the box content precisely tuned to and optimized for ServiceNow workflows; best-practice metrics developed in tandem with application teams; designed for teams to communicate and collaborate. SECURE Reduce cost and risk. No data is duplicated or leaves the secure ServiceNow enterprise cloud. Data is protected at all times by the same access control lists you implement across the platform . REAL-TIME - Scorecards and dashboards show to-the-minute information, empowering you to make fast decisions with confidence. NATIVE Out of the box content is precisely tuned to and optimized for ServiceNow workflows Includes best-practice metrics developed in tandem with application teams Direct access to live data, both at score and at record level Nothing breaks at updates (Geneva – Helsinki – Istanbul, etc.) PA configuration ‘follows’ ServiceNow config. Example: when adding a request category, no ETL process has to be modified, no universes updated, no excel columns added, no dashboard updated, etc. ACLs apply, meaning: if I don’t have access to a certain record looking at a list, I still don’t have access to it via the dashboards. Any changes in ACLs will automatically be respected Roles: existing role definitions can be used for providing access to specific dashboard Mobile: relevant PA information automatically appears in ServiceNow’s mobile app SECURE - No data is duplicated or leaves the secure ServiceNow enterprise cloud. Data is protected at all times by the same access control lists you implement across the platform – reducing your cost and risk.

Measure: “Leading” vs. “Lagging” indicators Leading Indicator (Input oriented) Hard to measure Easy to influence Prospective Lagging Indicator (Output oriented) Easy to measure Hard to influence Retrospective

Performance Analytics Operational Reporting Example: Weight loss Leading Indicator (I walked more daily) Performance Analytics Pinpoints actions that influence here & now Lagging Indicator (I lost weight) Operational Reporting Periodically measures the progress made

Example: SLA management Objective: Solve 95% of P3 incidents in 48 hours Leading indicators % of P3 incidents not worked on for 24 hours % of open P3 incidents older than 1 day Hard to measure Easy to influence Lagging indicators Measure percentage P3 incidents that was solved in 48 hours Easy to measure Hard to influence Input Output

Performance Analytics for IT Service Management Prioritize resources Improve resolution times Deliver automation and self-service Drive toward continual service improvement Prioritize resources - Quickly detect service bottlenecks as they occur and identify areas for improvement. Improve resolution times - Embedded analytics delivers increased efficiency in incident and problem management processes. Deliver automation and self-service - Easily identify areas where automation and self-service can increase efficiency and reduce costs. Drive toward continual service improvement - 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 - Keep in step with company strategy with deep insight into IT service operations to balance user satisfaction with operating costs. Align service with overall business goals

Performance Analytics for Security Operations Anticipate trends Prioritize resources Deliver effective automation Drive continuous improvement Anticipate trends - Monitor existing conditions and prior performance to adjust coverage. Prioritize resources - Quickly detect bottlenecks as they occur to reduce response times and identify areas for improvement. Deliver effective automation - Easily identify areas where automation can increase efficiency and reduce costs. Drive continuous improvement - Pinpoint areas for performance improvement and take action using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards. Align with overall business goals - Keep in step with company strategy with deep insight into security operations and confidence in day-to-day security posture. Align with overall business goals

Performance Analytics for Customer Service Management Anticipate trends Prioritize resources Deliver automation and self-service Drive continual service improvement Anticipate trends - Monitor existing conditions and prior performance to adjust service coverage. Prioritize resources - Quickly 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. Drive toward continual service improvement - Pinpoint areas for performance improvement and take action using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards. Align customer service with overall business goals - Keep in step with company strategy with deep insight into customer success operations and balancing customer satisfaction with operating costs. Align customer service

Performance Analytics for Human Resources Management Anticipate trends Prioritize resources Deliver automation and self-service Drive toward continual service improvement Anticipate trends - Monitor existing conditions and prior performance to adjust service coverage. Prioritize resources - Quickly 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. Drive toward continual service improvement - 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 - Keep in step with company strategy with deep insight into human resources operations and balancing workforce efficiency with operating costs. Align service with overall business goals

Performance Analytics GAIN REAL-TIME ANALYTICS GET YOUR NEW INITIATIVE UP AND RUNNING FAST OPTIMIZE PERFORMANCE MAKE ACTIONABLE DECISIONS ALIGN WITH STRATEGIC AND OPERATIONAL OBJECTIVES

Performance Analytics Accelerate time to value with out-of-the box KPIs, scorecards, and interactive dashboards that deliver insight into how to improve business services. GAIN REAL-TIME ANALYTICS GET YOUR NEW INITIATIVE UP AND RUNNING FAST NEXT > OPTIMIZE PERFORMANCE MAKE ACTIONABLE DECISIONS ALIGN WITH STRATEGIC AND OPERATIONAL OBJECTIVES

Performance Analytics Keep your data in- platform at all times, retaining integrity and ensuring it’s always the latest information. GAIN REAL-TIME ANALYTICS GET YOUR NEW INITIATIVE UP AND RUNNING FAST < PREV | NEXT > OPTIMIZE PERFORMANCE MAKE ACTIONABLE DECISIONS ALIGN WITH STRATEGIC AND OPERATIONAL OBJECTIVES

Performance Analytics Precisely tune and optimize workflows. Enable better team communication and collaboration. GAIN REAL-TIME ANALYTICS GET YOUR NEW INITIATIVE UP AND RUNNING FAST < PREV | NEXT > OPTIMIZE PERFORMANCE MAKE ACTIONABLE DECISIONS ALIGN WITH STRATEGIC AND OPERATIONAL OBJECTIVES

Performance Analytics Give everyone access to instant analytics in the context of their role, at the strategic, operational, and individual level. GAIN REAL-TIME ANALYTICS GET YOUR NEW INITIATIVE UP AND RUNNING FAST < PREV OPTIMIZE PERFORMANCE MAKE ACTIONABLE DECISIONS ALIGN WITH STRATEGIC AND OPERATIONAL OBJECTIVES

Next Steps Schedule 60 minute review with our ServiceNow Account Team If you wish to go further into the “power of the platform slides” and case studies see following slides and move this slide to the end. Schedule 60 minute review with our ServiceNow Account Team See how others have transformed the employee experience How it relates to our overall employee service experience Short ServiceNow Marketing Management demonstration

The Power of a Shared Platform Shared Platform Capabilities Reporting & Dashboards Shared User & Asset Data Knowledge Self - Service Portal Mobile Notifications Workflow, SLAs, Approvals Surveys Reduce costs and time by eliminating manual consolidation of data Drive business decisions utilizing real-time data Improve user experience with personalized dashboards for multiple personas One of the platform’s strongest attributes is the ease of access to real time data. The ability to provide the right information to the right people in real time has helped our department to drive business decisions and identify areas for improvement quickly. We have also experienced a reduction in cost and time since we have eliminated the need for manual consolidation and reporting. The unique reporting capabilities are due to the shared data model and intuitive reporting interface that allows for ease of report creation and access to data. Think of the time saved without the need to consolidate spreadsheets or gathering data from different systems. What would that mean if you could speed the proliferation of data to drive business decisions and improve your overall costs and performance?

The Power of a Shared Platform Shared Platform Capabilities Reporting & Dashboards Shared User & Asset Data Knowledge Self - Service Portal Mobile Notifications Workflow, SLAs, Approvals Surveys Drive decisions based on end-to-end data Save time & cost: Eliminate manual consolidation of information Powerful & flexible API to support integration with critical systems of record Integrate with Single Sign-on Services using SAML 2.0, and secure your data using access controls by IP address, by user, by role, and using multi-factor authentication Data encryption at the field and table level to secure sensitive information. Data encryption provides peace of mind by encrypting your data before it goes to the ServiceNow cloud data center. You retain full control of the data encryption keys necessary to encrypt and decrypt your data, so there's never any concern of losing control of your company's most important assets.

The Power of a Shared Platform Shared Platform Capabilities Reporting & Dashboards Shared User & Asset Data Knowledge Self - Service Portal Mobile Notifications Workflow, SLAs, Approvals Surveys Decentralized, Content-Specific Management of Categorized Content User Attribute-based Content Creation and Editing Engaging User Interface Personalized User Experience Provide the best possible content to your users through the use of out-of-box knowledge management. This application allows separate departments to manage their own content, including their own hierarchical categorization model, which can have infinite levels of categorization. Maintain the visibility and editing of your content through the use of user-attribute-based security. Target content to specific users based on their location, department, group, or any other attribute available in their user record. Provide this content in an engaging way, which allows for targeted content dissemination in a modern user interface.

The Power of a Shared Platform Shared Platform Capabilities Reporting & Dashboards Shared User & Asset Data Knowledge Self - Service Portal Mobile Notifications Workflow, SLAs, Approvals Surveys Provide consistency to improve user experience Promote self-service Capture cases, requests and access to knowledge in one simple location From the end users’ perspective, the Self Service Portal has an intuitive interface that provides the same experience regardless of whether they are searching self-service documents, requesting something, reporting that something is not working as expected, or letting a service owner know that they would like an enhancement to the service that is being provided. This interface allows for users to provide a single source of record for all requests into your department. And if someone emails or calls about a need it is easy for your team to create record/ticket behalf of the requestor. But most of our employees know how to use self service so redirecting them to the new capabilities to support HR on Self-Service to log their need should be a simple switch – and many may go their initially as it’s how they are accustomed to getting services from our other departments.

The Power of a Shared Platform Shared Platform Capabilities Reporting & Dashboards Shared User & Asset Data Knowledge Self - Service Portal Mobile Notifications Workflow, SLAs, Approvals Surveys Anytime anywhere to fit the need of a modern workforce Increase responsiveness and access to updates Improved user experience Our department has also found that the use of the mobile capabilities has greatly improved our user experience. We no longer have to be at our desk to update a status or be notified that something has been assigned to us. This has improved our approvals, response times, and ability to quickly update status. It is also a great benefit to our end users. We have become so mobile as a company and the need to log into legacy systems or remember any number of email aliases to contact a department is cumbersome. With the mobile app our users only have to push one button to get access. Once again, simplifying how they interact with the services we provide.

The Power of a Shared Platform Shared Platform Capabilities Reporting & Dashboards Shared User & Asset Data Knowledge Self - Service Portal Mobile Notifications Workflow, SLAs, Approvals Surveys Improve experience: consistent notification process Improve productivity: empower your team to receive information in the way they want to receive it Notifications are another key area of improvement that our department experienced. Although “email” is like a four letter word, the ability to get a notification via email, SMS, chat and live feed (their version of Facebook) provides a unique opportunity to not have to be logged into the application in order to be notified when an action is required by a user. We have used these notifications to let our end users know that a status has changed, to expedite approvals, and to do mass communications during P1’s and other high risk events. Each service and individuals have the ability to decide what those triggers are and the method of notification that is appropriate.

The Power of a Shared Platform Shared Platform Capabilities Reporting & Dashboards Shared User & Asset Data Knowledge Self - Service Portal Mobile Notifications Workflow, SLAs, Approvals Surveys Categorize and assign requests for marketing collateral to the appropriate teams. Ensure the requestor can monitor and approve as the project progresses Approvals are intuitive for a mobile workforce This is powered through the workflow. The platform workflow is very dynamic and is designed to be modified based on the processes needs. It includes the ability to measure SLA’s, initiate escalations, and approvals. Services are not limited to a number of workflows either to support what they do. Workflows can also include integrations and activities both within the platform and outside that allow for the automation of activities to further streamline a process and reduce steps and time to execute.

The Power of a Shared Platform Shared Platform Capabilities Reporting & Dashboards Shared User & Asset Data Knowledge Self - Service Portal Mobile Notifications Workflow, SLAs, Approvals Surveys Consistently capture the user experience Measure and prioritize areas for improvement Measure the success of those activities But in the end we do this for the simple purpose of improvement. Have we improved the speed in which we respond to issues? Have we eliminated unnecessary steps? Have we improved the user experience? The dynamic survey capabilities within the platform enhance the end-to-end measurement capabilities by getting direct feedback from those who request the services and those who execute on those requests. This valuable information is another layer of data that continues to assist our department with driving business decisions and understand the areas of improvement that will have the highest impact on our overall business value. Let’s schedule time with ServiceNow so that we can dive in further on how these platform capabilities can drive the same value for your department.

Case Studies: Use the one that best resonates for your company

? Optimizing Performance with Real-time Analytics If you didn’t believe that incident and change management are correlated then we certainly can prove it… It’s insights like this from Performance Analytics that help us make sure we’re focusing on the right priorities and SLAs. ? REACTIVE PROACTIVE Trend Analysis Real-time reporting Build scorecards Monitor KPIs No insight into historical trends Ad hoc reports Greg Downer, Senior IT director, Oshkosh Corporation The Total Economic ImpactTM of ServiceNow® A commissioned study conducted by Forrester Consulting on behalf of ServiceNow April 2017

Optimizing Performance with Real-time Analytics Performance Analytics makes it easy to see week by week the number of tickets open at a given time versus a year ago. Once you determine your KPIs you can build, monitor, and have visibility to let you know if things are getting worse or better. It definitely has a lot of power and value for us to monitor the overall health of our operations. IT manager, healthcare company PRIORITIZE TEAM WORKLOADS DETERMINE HIRING AND OUTSOURCING PLANS MEASURE PEFORMANCE AGAINST SLAs The Total Economic Impact™ of ServiceNow® A commissioned study conducted by Forrester Consulting on behalf of ServiceNow April 2017

Empowering Business Transformation St. Luke’s Hospital deployed Performance Analytics to reduce the time needed for their enterprise EMR (Electronic Medical Record) rollout across 6 hospitals in their health system.  Rollout time from 6 Savings $4-5 Across hospitals 7 to 4 weeks Performance Analytics delivers value across the business in a wide variety of different ways. Here are just a few examples from real customers who continue to see truly improvements. Other customers were able to completely eliminate incidents untouched for 30 days or reduced average time to resolve to 30 minutes. In all cases, implementing Performance Analytics led to massive cost reduction and efficiency increases, whether it was by replacing a BI Warehouse, manual labor to create repetitive reports, or simply by replacing entire reporting teams. million

Data-driven Performance KAR Auction Services transformed into an agile business with real-time insight and the ability to make trusted business decisions, leading to marked stability and measurable gains in performance across IT. 96% 60% 70% Performance Analytics delivers value across the business in a wide variety of different ways. Here are just a few examples from real customers who continue to see truly improvements. Other customers were able to completely eliminate incidents untouched for 30 days or reduced average time to resolve to 30 minutes. In all cases, implementing Performance Analytics led to massive cost reduction and efficiency increases, whether it was by replacing a BI Warehouse, manual labor to create repetitive reports, or simply by replacing entire reporting teams. MAINTENANCE TIME Critical response BACKLOG

Tideworks Drives Customer Satisfaction with ServiceNow Performance Analytics About Tideworks: Tideworks is a global leader in transportation software solutions. As a provider of mission‑critical software, ensuring uninterrupted service is a top priority, and Tideworks backs this goal up with committed IT support staff and service level targets. Industry: Technology Location: Global Headquarters: Seattle, WA, USA Challenges Solutions Results Heavy reliance on manual IT processes. Lacked automation and standardized workflows Poorly informed decisions based on weak reporting capabilities Complicated onboarding process that involved 10-15 different groups. Pulled everything together. By creating catalog items and using workflows to drive structured and predictable work, they’ve been able to become much more efficient. • Improved employee efficiency and customer support by standardizing and automating IT processes • Performance Analytics delivers actionable insights and a single real-time dashboard • Reduced the time to onboard a new employee from weeks to days “ServiceNow has given us control over process inefficiencies. By combining the service catalog, workflow and performance analytics, we’ve made our work more structured, predictable and measurable.” —Derrick Brown, IT User Support Services Director, Tideworks