Sony Pictures Entertainment ServiceNow (Finance) Query/Change Management Module November 2013

Agenda Introduction Re-Launch ServiceNow – Query Management ServiceNow – Query Management Enhancements Change Management Module Changes to Scope Change Management Funding Next Steps Appendix – ServiceNow Team 2

Introduction ServiceNow- Query Management GBS/SGBS Users The Query Management Module in ServiceNow went live in 2010. User adoption was very low and in November 2012 a project to significantly enhance the Query Management module began. The Shared Services project have funded 200 licenses for Yr1 at a cost of $30 per license, per month - $48,000 (pro-rated 8 month subscription). These have now been entirely consumed ServiceNow- Query Management GBS/SGBS Users

Re-Launch In January 2012, the Query Management module was re-launched with the following major enhancements Enhancement Business Benefit Auto creation of a query when sent to a mailbox for both internal & external users Shared Service Center analysts do not have to manually create queries. Queries which are emailed to ServiceNow are routed to the specific assignment group based on country, customer and process Smart logic – customers can email the GBS with a ticket (query) number & the query will automatically update within SN Query tickets are being updated automatically with Customer comments. All communication regarding a issue is recorded within the query Enable HTML text formatting and screenshots Customers can send screenshots in emails of issues and these are recorded directly into the query Enable the conversion of a Query into an Incident If an IT question is misdirected to the Finance team (for example, reset SAP password), the Finance analyst can convert the Query into an IT incident by the click of one button. The customer then receives a messages with a new INC number telling them the IT team is handling the Incident

ServiceNow- Query Management Since the re-launch, the user adoption of Query Management has significantly grown. 11,937 queries have been created in 2013

ServiceNow- Query Management Enhancements The ServiceNow team have received 82 enhancement requests to the Query Management module and have fulfilled 59 of these. The majority of enhancements have been funded by the ServiceNow monthly checkbook

Change Management Module The project to enhance the Change Management module in ServiceNow for GBS/SGBS began in June 2013. The project will deliver a complex back end work flow which is simple for end users to navigate and use Estimates were provided for a go live of August 2013. Original Estimates Role Estimate Hours Estimate Amount PM/BA Full Time – 2 months (320 hours) $24,320.00 Development 70 hours $10,500.00 Total Estimate Amount $34,820.00

Change Management Module The project is still underway with initial estimates of both scope and complexity of workflow being underestimated. Key issues were: Partial requirements were used to start building the system. It took longer than anticipated to have the stakeholders review and approve the requirements In order to expedite this process, demos were conducted with the stakeholders walking through the process of the system and a lot of changes were requested adding to the development effort The ServiceNow team did not have clear reporting from the vendor on how the changes would require further development effort and the development hours purchased have now been fully consumed

Changes to scope The changes to scope include; Initial estimate underestimated the complexity of the workflow – although it is simpler for the end-user, underlying logic is more complex. Different workflow/process depending on the requesting company approval and rollback Circa 15 additional fields and new logic applied to when fields are required; Self service form was not included in the original estimates Complex filtering will be added for GBS/SGBS/SEAP/SGTS, Local/Global, etc.

Change Management Funding The estimates to complete Change Management are below and additional funding is being requested Additional Funding Required Role Estimate Hours Estimate Amount PM/BA Full Time – 2 months (320 hours) $24,320.00 Development 70 hours $10,500.00 Total Estimate Amount $34,820.00 Role Remaining Tasks Estimate Hours Estimate Amount PM/BA Update Functional Specification Update Test Scenarios Testing and Final UAT Manage Issue/Bug Resolution Training Support Hypercare Support 320 hours (12 weeks @ 25 hours per week) $24,320.00 Development Self-Service Form Complete Development, Testing & Bug Fixes Bug/Issue resolution from testing Hypercare – bug fixes/issue resolution 70 hours $10,500.00 Total Estimate Amount $34,820.00

Next Steps All Query Management licenses have been consumed and we need to understand how many more query management licenses should be purchased to support the continuing shared services project. Agree how to proceed with additional funding request for Change Management 11

Appendix - Query Management ServiceNow team BRM Melanie Hildebrandt (BRM Lead) Lorraine Crowley (Service-Now Application Lead) Carol Attanasio (Service-Now Senior Business Analyst) Swapna Asmat (Business Analyst) Joyce Rockhold (Junior Business Analyst) Development Team Burt Germain (SDM Lead) Amit Kapoor (ADM Lead) Sandeep Kubair (Service-Now Technical Lead) Tony Fugere (ServiceNow partner developer Query/Change) Dave O’Brien (Service Now partner developer – Change) 10