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ServiceNow Custom Applications

A Showcase of Customer-Built Apps


Powered by the ServiceNow Platform

092413.2

When I started ServiceNow in 2004,


my vision was to build a cloud-based
platform that would enable regular
people to create meaningful
applications to route work through
an enterprise.
Fred Luddy | ServiceNow Founder and
Chief Product Officer

There is a remarkable opportunity


in enterprise software for refreshing
legacy systems, but also in automating
business processes never captured in
systems before.
Frank Slootman | ServiceNow President and
Chief Executive Officer

ServiceNow The Enterprise IT Cloud Company


ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships
across the global enterprise. Organizations deploy our service to create a single system of record for IT that
automates manual tasks, standardizes processes, and consolidates legacy systems. Using our extensible platform,
our customers create custom applications that evolve the IT service model to service domains inside and outside the
enterprise. ServiceNow transforms IT from the department of no to the department of now.

The Future of IT: Managing Service Relationships in the Enterprise


Service relationships exist throughout the enterprise between IT and business units, human resources and sales,
legal and marketing, facilities and operations, and even between internal and external service providers. They connect
requesters of a service and providers of those services. These services include a defined request for a product, a
service, information, a change or assistance with an issue. While service relationships are well defined and automated
within enterprise IT, they are inefficient, unstructured, or non-existent in other enterprise service domains.

The ServiceNow Service Automation Platform


The ServiceNow Service Automation Platform is a highly configurable, approachable, and extensible cloud platform
built on an enterprise-grade architecture and infrastructure. All ServiceNow applications are built on this single
platform, including custom applications created by ServiceNow customers and partners. These applications leverage
one user interface, one code base and one data model to create a single system of record for IT.
Non-technical IT personnel through technically-savvy developers leverage the single system of record and shared
resources provided by the platform to simplify traditional application development processes and speed time to
production. As new service applications are created and turned on, the power of the platform multiplies. With
ServiceNow, citizen developers spend more time automating service relationships and less time defining data
models and designing application architectures.

Custom Applications | 1

A Showcase of Customer-Built Applications


This book is a showcase of customer-built applications that were created using the ServiceNow Service Automation
Platform. While some of the highlighted applications were created to automate service processes not previously
captured in systems, many were developed to replace and consolidate legacy, inefficient products such as Lotus
Notes, MS Exchange, MS Excel, MS SharePoint and MS Project used to deliver and manage services across the
enterprise. With ServiceNow, these customers not only transformed IT, they leveraged IT to transform the enterprise.

Operations

Facilities

Legal

Procurement

Finance

IT

HR

Marketing

Single System of Record

Single Architecture

Services
Processes
People
Locations
Automated tasks
Assets
Conguration items

Data model
Code base
Workow engine
User interface
App dev capabilities
Web services interface
API

Sales

Services

Custom Applications | 2

Table of Contents
Actelion........................................................................................................................................................................................... 4
Bournemouth University........................................................................................................................................................... 5
Brit Insurance................................................................................................................................................................................ 6
Broward Health............................................................................................................................................................................. 7
CareWorks...................................................................................................................................................................................... 8
CERN................................................................................................................................................................................................ 9
C.H. Robinson................................................................................................................................................................................ 10
Coca-Cola...................................................................................................................................................................................... 11
DPD................................................................................................................................................................................................... 12
Equinix............................................................................................................................................................................................. 13
Key Energy Services.................................................................................................................................................................... 14
Kimberly-Clark.............................................................................................................................................................................. 15
KPN................................................................................................................................................................................................... 16
Lemminkinen.............................................................................................................................................................................. 17
MetroPCS........................................................................................................................................................................................ 18
Morrison & Foerster..................................................................................................................................................................... 19
NBA................................................................................................................................................................................................... 20
NYSE Euronext.............................................................................................................................................................................. 21
Omnicare........................................................................................................................................................................................ 22
Pacific Aluminium........................................................................................................................................................................ 23
Pacific Life...................................................................................................................................................................................... 24
Qualcomm..................................................................................................................................................................................... 25
Santander Consumer USA........................................................................................................................................................ 26
Sephora........................................................................................................................................................................................... 27
Target............................................................................................................................................................................................... 28
The Maschhoffs............................................................................................................................................................................ 29
The Ohio State University.......................................................................................................................................................... 30
The Ohio State University - Wexner Medical Center........................................................................................................ 31
Tickets.com................................................................................................................................................................................... 32
Verisign............................................................................................................................................................................................ 33
World Wide Technology, Inc..................................................................................................................................................... 34

Custom Applications | 3

This was a cultural change for IT.


Sabine Berger | Actelion

Solution
Service catalog to replace
paper-based system

Company Size
2,467

Annual Revenue
1,728 million CHF

Headquarters
Switzerland

Before

After

As a high-growth company, Actelion is rapidly


expanding their workforce and ecosystem. But
Actelions new employees and affiliates around
the world did not have the tools they needed to
be productive from day one.

Training two and a half thousand employees and


partners to use the service catalog would have been
costly and disruptive, and with ServiceNow they
didnt have to. The team compares ServiceNow
usability to the simplicity of Amazon, and says that
users intuitively know how to order what they need
without training.

Application Screenshots

Custom Applications | 4

With ServiceNow, I would never say


never to anything!
Mark Flexman | Bournemouth University

Solution
Consolidation to a
single IT portal

Company Size
18,000 students and 1,700
faculty and staff members

Annual Revenue
N/A

Headquarters
UK

Before

After

University students and faculty are tech-savvy. They


spend a lot of time online researching projects and
connecting with family and friends. And they expect
an intuitive and engaging IT experience. Previously,
Bournemouth IT had patched together several
disparate systems to serve its student population.
But holes were starting to show, and they needed a
system in place that could keep up with the demands.

Since implementing ServiceNow, Bournemouth


has seen dramatic changes. IT better understands
causes of problems, can quantify their top service
requests, and they can see who should be informed
when services are affected. Plus, the student
population and faculty are happier with the new
speed of service and reduced errors in servicing
requests.

Application Screenshots

Custom Applications | 5

People have a visual of whats going

on, how its being managed, and how


they can have input into it.
Lewis Martin | Brit Insurance

Solution
Integrated employee
onboarding

Company Size
740

Annual Revenue
1,489.4 million

Headquarters
UK

Before

After

An internal audit highlighted the fact that Brit Insurance


had no logical process for onboarding or removing
employees from the organization. The manual process
was extremely time consuming for the service desk.
It was not integrated with HR, facilities or finance
processes, and steps were often missed. There was
also insufficient transparency into the services offered
by IT and their associated costs.

Brit Insurance built an online service portal on


the ServiceNow Service Automation Platform for
managing all employee onboarding and termination
tasks in a measurable, transparent and repeatable
way. It delivers an improved experience for Brit
Insurance new hires by helping them get what
they need on day one and ultimately improving the
perception of IT. The automated process flow also
resulted in less re-work and improved data quality.

Application Screenshots

Custom Applications | 6

This is a win-win proposition for us.


Vijo Menon | Broward Health

Solution
Built a service catalog in
about three months

Company Size
8,313

Annual Revenue
$920 million

Headquarters
USA

Before

After

With a complex infrastructure consisting of more than


400 applications, legacy and state-of-the-art systems
that need to coexist and 8,000 employees who rely
on IT to take care of their computing needs, Broward
Health needed a single system of record to deliver IT
services enterprise wide.

Broward Health IT aligned its strategy to combine


people, processes and technology, and created a
customer centric focus in response to the industry
trends both in the healthcare and IT industries. A
streamlined service catalog and single system of
record improved efficiency, reduced complexity and
validated ITs role within the business. Now, the
CIOs motto can really resonate: IT is an enabler.

Application Screenshots

Custom Applications | 7

I had to look at a platform that could


help me run the business of IT so I
could focus on the innovation of the
enterprise. And thats really why I
looked at ServiceNow.
Bart Murphy | CareWorks

Solution
ITGRC controls module

Company Size
820

Annual Revenue
$17.5 Million

Headquarters
USA

Before

After

CareWorks operates in six separate lines of business


that all deal with healthcare solutions for clients.
Prior to implementing ServiceNow, each department
had separate IT systems that operated in silos.
They wanted to implement a shared services model
for IT and for each business a single system of
record rather than disparate solutions across the
organization. GRC must-haves for CareWorks are
controls repository, controls mapping, testing results
and evidence, automated control testing, observation
identification and remediation, reporting, and
repurposing abilities.

The ServiceNow ITGRC Application and the Controls


Module make control activities a simple exercise.
IT can report to auditors and management to show
progress. The controls repository is a one-stop shop
that also maps to testing activities. No longer does
the team work through multiple versions of Excel
spreadsheets. Managers have visibility into testing
steps, expected results, and actual results for every
audit. Automated controls eliminate tedious manual
activities that are dependent upon people and are
susceptible to errors. Third party audit advantages
include the ability to easily share internal audit testing
results (plus reduced fees as a result), the ability to
provide risk assessment data, a control activities
report, an evidence repository and demonstrating
an organizational commitment to GRC.

Custom Applications | 8

This will ultimately help our physicists


focus on their jobs.
Reinoud Martens | CERN

Solution
Business service portal

Company Size
2,400 FT employees and
1,500 PT employees

Annual Revenue
$1 billion CHF

Headquarters
Switzerland

Before

After

CERN is home to 2,400 staff members, playing host


to more than 10,000 visiting scientists from more than
100 nationalities. A significant increase in CERN visiting
scientists compelled CERN to revisit its approach to
service management with a renewed focus on superior
service delivery for organizational, IT and infrastructure
services. CERN needed a service management
platform that could be driven by a business service
catalog one that would meet their extensive incident
management and request fulfillment requirements for
all organizational services including IT, facilities, finance,
human resources, safety, access, and more.

CERN employees and visiting scientists across


its vast, city-like campus now use ServiceNow to
request business services for office and laboratory
infrastructure in 657 buildings and 238 barracks;
safety services including medical services and the
fire brigade; compute infrastructure consisting of
7,000 computers, 6,900 servers with 41,000 cores,
14 PB of disk space, and 70,000 network ports
that feed 34,000 hosts. Through a two-dimensional
business catalog with many hundreds of entries
on both dimensions and approximately 1,700
relationships, new tickets are immediately routed
to the correct support group.

Application Screenshot

Custom Applications | 9

Our teams are demonstrating their

worth in a way I havent seen before.


Now its hard to see what business
groups would do if they didnt have
these apps.
Stacey Fournier-Thibodaux | C.H. Robinson

Solution
Automated workload
management system

Company Size
10,500

Annual Revenue
$10,336.3 million

Headquarters
USA

Before

After

C.H. Robinson is a leading global third-party logistics


provider. The company needed to consolidate a variety
of disparate IT tools and automate manual processes
for about 20,000 tickets per month. For example, one
problem was a shared email inbox for incident and
request management. It was possible to have three
people unknowingly working on the same request while
completely missing other requests, and no record of
what was done.

C.H. Robinson built a workload management system


that automates and replaces tedious email threads,
distribution lists and complex spreadsheets. The
new system allows IT to be more effective and
efficient because business users can quantify and
report on their work, and the company can make
better decisions based on better visibility of available
information. The new automation system has
saved about 2,080 hours per year, has completely
automated about 600 distribution list requests per
month, and has enabled IT to move charity-matching
requests from email into ServiceNow.

Application Screenshots

Custom Applications | 10

Solution
Management of soda
machine requests

Company Size
146,200

Annual Revenue
$46,542 billion

Headquarters
USA

Before

After

Coca-Cola had begun test marketing a brand new


soda machine and had to plan for a coordinated
global product launch not only for the new machines,
but also the business applications that support them.
Coca-Cola was looking for a development platform to
build a self-service portal capable of handling millions
of requests for system access across hundreds of
thousands of bottlers, partners, and new customers
as the new Freestyle machines are deployed
internationally. Coca-Cola needed to lower the costs
and demands of user provisioning, role distribution,
and application access management globally to
prepare for the product launch of these new machines.

Third Party Access (3PA) enabled IT to aggregate,


correlate, and verify the invites to partners across
the globe that needed access to the mission-critical
business applications necessary to manage the
distribution and inventory of these new devices.
Additionally, an external-facing self-service portal had
to be created to allow customers and distribution
partners to create user records, and request access
to internal Coca-Cola applications. With ServiceNow,
Coca-Cola now have a compelling UI; identity
management capabilities; a provisioning engine;
application management; and fulfillment analytics.
Detailed dashboards also allow admins to
see usage statistics and access data across
the enterprise.

Application Screenshots

Custom Applications | 11

Solution
A central delivery incident
management dashboard
for the organization

Company Size
7,500

Annual Revenue
54 million

Headquarters
Germany

Before

After

DPD, a German parcel delivery company, was manually


collecting information on parcel delivery incidents for
about 2 million parcels every day, without a central
repository to house them. Duplicate information was
an issue due to multiple management tools; and a
lack of harmonized reporting functionality prevented
the team from working efficiently. IT wanted to move
away from email, fax, and telephone and automate
the management of delivery incidents.

Now, parcel incident managers login to a


ServiceNow depot-specific homepage with a
dashboard of all open and closed incidents, and a
map displays all open delivery incidents within the
company and their locations. Users can create daily
status reports, run reports and extract statistics,
and modify their individual settings. The homepage
even includes company news.

Application Screenshots

Custom Applications | 12

I have a CIO dashboard where now

all demand, all demand coming into


IT comes in through ServiceNow.
I can track projects, incidents, events,
problems and requests.
Brian Lillie | Equinix

Solution
CIO project management
dashboard

Company Size
2,700

Annual Revenue
$1.89 billion

Headquarters
USA

Before

After

After Equinix initially implemented ServiceNow, they


had a very efficient system for managing and facilitating
incident, request, problem, change and projects
through their various life cycles from an operational
standpoint. Customer delivery had improved
exponentially, however IT lacked a consistent way
of measuring and reporting the existing demand,
forecasting for future demand and overall service
delivery and SLA compliance.

The dashboard provides the CIO and IT


infrastructure leader with real-time visibility to all
operational key performance indicators (KPIs) for
the entire IT organization. Over the course of one
month, SLA compliance metrics have improved
by up to 44%. Additionally, on a monthly basis,
the infrastructure team managers provide monthly
operating reports, which are required to include
these consistent metrics for each of the teams
including explanations on performance drops
and improvement plans.

Application Screenshot

Custom Applications | 13

Solution
Employee safety and
environmental health

Company Size
8,500

Annual Revenue
$1.47 billion

Headquarters
USA

Before

After

Key Energy Services is committed to developing both


the newest technology and the highest standards of
employee safety and training. Key Energy Services
needed a new way to automate tasks, assignments,
notifications, and reporting of environmental health
and employee safety incidents.

Key Energy Services has evolved ServiceNow


ITIL practices to manage everything from truck
maintenance to safety response incidents in the
field to help improve equipment uptime, promote
safety and environmental health, and increase crew
productivity.

Application Screenshots

Custom Applications | 14

We can trust our CMDB now.


Nathan Gee | Kimberly-Clark

Solution
Event management

Company Size
57,000

Annual Revenue
$19.7 billion

Headquarters
USA

Before

After

Kimberly-Clark needed an event monitoring solution


that was more scalable, provided better reporting
and control, and that cost significantly less than their
previous tool.

Kimberly-Clark developed an event monitoring


application on the ServiceNow Service Automation
Platform to reduce costs, eliminate duplicate
incidents, and achieve better reporting and control.
This new monitoring system replaced a legacy tool
to help Kimberly-Clark save $250,000 in annual
maintenance costs.

Application Screenshots

Custom Applications | 15

Over 10% of the incidents are

actually solved by the users


themselves and 41% of customers
who have a question, solve their
answers on the self-service portal.
Petra Zijlstra | KPN

Solution
Self-service portal to
encourage user self help

Company Size
31,084

Annual Revenue
$7.5 billion

Headquarters
The Netherlands

Before

After

For KPN, call center efficiency was low due to a lack


of reusable knowledge. Plus, customers disliked using
the standard self-service portal. IT needed to create
a completely new agent user interface and a new
self-service portal to guide users towards the correct
solution.

KPN created an intuitive interface and introduced


a points system to incent end-users to use their
self-service portal. As a result, they experienced a
reduction in time to log tickets and great results in
end-user acceptance of self-service.

Application Screenshot

Custom Applications | 16

Solution
Business operations

Company Size
8,200

Annual Revenue
2.3 billion

Headquarters
Finland

Before

After

Lemminkinen is a 100-year-old Finnish construction


group experiencing explosive growth. The company
required a flexible and easily accessible cloud service
for coordinating business operations.

Lemminkinen applied its IT process expertise


to the ServiceNow Service Automation Platform
to provide newly acquired business units with a
single access point for corporate facilities and HR
resources. Service requests for business operations
are now handled in a consistent and efficient manner,
eliminating the monotonous and inefficient routine of
paper-based and word-of-mouth workflow.

Custom Applications | 17

ServiceNow is not just a SaaS solution for

us; its really platform as a service. Now, 13


months in, we have almost all business areas
on the platform, with their own applications
automating some pretty complex processes.
Kevin Broadway | MetroPCS

Solution
HR efficiency
application

Company Size
3,500

Annual Revenue
$4.07 billion

Headquarters
USA

Before

After

HR at MetroPCS services between 6,000 and 10,000


requests from 3,500 employees in more than 12
markets every year. HR was fielding requests through
an intricate manual process that began in email
and ended in an Access database from there, the
team had no real-time reporting abilities or visibility
into business value. Duplication of effort was also a
problem. IT had implemented ServiceNow and put on
an informal roadshow to the rest of the company. HR
promptly responded with a request for an application
of its own.

Start to finish, IT researched, built and deployed an


HR efficiency application in just 4 weeks, and results
were extremely positive. With a tree of conversation
dashboard, massively improved clarity, and reduced
errors, HR has all the necessary metrics in one
central repository.

Application Screenshots

Custom Applications | 18

Its a moment in ones career when

you say to colleagues, gosh darn it,


that was pretty darn cool.
James McKenna | Morrison & Foerster

Solution
A migration workflow
including automated
notifications and
scheduled tasks

Company Size
3,500

Annual Revenue
$930 million

Headquarters
USA

Before

After

When Morrison & Foerster upgraded its enterprise


user base to Windows 7 and Exchange 2010, IT
had to migrate 2,500+ users across 16 offices and
3 continents. The team needed a way to ensure
successful migration globally without having to
manually track every email response.

Using ServiceNow, Morrison & Foerster was able to


utilize custom dashboards to track global migration
progress and inbound email actions to track
responses. They were also able to automate many
of the tasks associated with the migration. As a
result, this project was executed with a high level of
consistency in work productivity and accountability,
and IT saved an estimated 9,840 people hours
due to automation.

Application Screenshots

Custom Applications | 19

Solution
A games portal for
managing game location,
tickets, teams, facilities
and more

Company Size
500

Annual Revenue
$300M

Headquarters
USA

Before

After

IT at the NBA is responsible for keeping track of which


teams play each other, when games are scheduled,
which vendors attend the games, media and
technology assets, and facilities for every game played.
The team needed a way to consolidate its manual
management system in order to prevent errors and
increase incident response time during games.

The NBA created an incident management portal


in ServiceNow to function as an arena issue
management system. IT uses the portal to manage
every single game played. IT tracks the schedule,
date and time, location, teams, facilities and vendors
within ServiceNow. For example, if a microphone at
the Lakers game stops working, an incident can be
created, referencing location, necessary details, and
status of service. ServiceNow enables fast response
times and live tracking of everything that happens
on the court.

Application Screenshot

Custom Applications | 20

Solution
Vendor portfolio
management application

Company Size
3,061

Annual Revenue
$3,749 million

Headquarters
USA

Before

After

In large IT organizations, vendors are often managed


at a department or individual level with vendor-related
information stored in different formats and not shared
between departments. This lack of interdepartmental
communication creates information silos with the
end result being redundant vendors and overlapping
product/service offerings which ultimately lead to
unnecessary costs.

The Vendor Portfolio Management application


provides a solution to the silo effect by offering
an accessible enterprise-wide central repository
for vendor information. The centralization and
standardization of vendor data provides reporting
and cost analysis that is not possible with disparate
data sources. The application seeks to be the
enterprise-wide authoritative source for all vendor
data. It contains seven interconnected modules that
when combined offer a comprehensive portfolio view
of an IT organizations relationship with a vendor.

Application Screenshots

Custom Applications | 21

Its very valuable.

It gets people excited.


Kim Liston | Omnicare

Solution
A major IT transformation
initiative using gamification

Company Size
14,600

Annual Revenue
$6,239.9 million

Headquarters
USA

Before

After

Customer satisfaction with the National Help Desk at


Omnicare had been extremely low. The service delivery
team was given the nickname No Help Desk and
service escalations to the IT executive team were loud
and frequent. Abandonment rate for inbound calls was
30% and the average speed of answer was over five
minutes. The team was challenged to make immediate
improvements in service delivery or consider alternate
delivery models, such as outsourcing through a third
party. Plus, previous transformation initiatives had been
met with fear, trepidation and resistance by employees.

In just 30 hours, IT at Omnicare designed an


extensible game that seamlessly integrates with the
workflow and support processes within ServiceNow.
Contest rewards include badges, prizes, levels, an
achievements page and collaboration tools through
Live Feed. After one full month of using the game,
100% of Omnicare employees began playing and
earning badges. Abandonment rate was less than
10% and the average speed of answer was less
than 75 seconds. Customer satisfaction with the
help desk has dramatically improved and the team is
earning respect within the senior leadership of
the organization.

Application Screenshots

Custom Applications | 22

We achieved ROI when that first


call came in.
Gavin Bills | Pacific Aluminium

Solution
Rapid service desk
deployment

Company Size
850

Annual Revenue
$12,159 million

Headquarters
Australia

Before

After

As part of a general Rio Tinto review of global


operations, the Rio Tinto Alcan product group
consolidated to form Pacific Aluminium, which
comprised a number of the companys aluminium
assets across Australia, New Zealand and Singapore.
The biggest hurdle in divestment was that Pacific
Aluminium needed to extract itself as quickly and
smoothly as possible from Rio Tinto. Creating a service
desk from scratch with a targeted go-live in just 30
days was just one of the many elements the fledgling
company had to contend with.

Partnering with ServiceNow was the only way that


Pacific Aluminium could meet such an aggressive
timeline. Not only did Pacific Aluminium succeed
in implementing IT service management in a
short amount of time, the business benefited
from streamlined data tracking, automation and
metrics reporting, and a single system of record
for enterprise IT.

Custom Applications | 23

Solution
User location application
with interactive maps

Company Size
3,500

Annual Revenue
$6,660 million

Headquarters
USA

Before

After

The Desktop Support team at Pacific Life had issues


locating users cubicles on each of the floors in
their 9-story building. The old process required the
technician to search for the user on the company
Intranet, then text-search a PDF of the floor plan to find
the users name. This wasted time and resources and
made incidents difficult to track.

The Desktop Support team at Pacific Life can now


locate user cubicles from within ServiceNow, without
having to open multiple applications. From this
dashboard, they can also access an interactive map
to see other open cases on the same floor or create
new cases. IT has calculated an estimated time
savings of 344 man-hours or $25,816 per year.

Custom Applications | 24

Solution
Walk-up IT customer
service kiosks

Company Size
17,500

Annual Revenue
$13.8 billion

Headquarters
USA

Before

After

Qualcomms IT department struggled with


unacceptable incident and request wait times for
employees and needed a way to increase visibility
and efficiency of IT service processes.

Qualcomm created a service request kiosk


application on the ServiceNow Service Automation
Platform to improve customer service. The kiosk
application is provided at Qualcomm IT walk-up
centers and allows employees to more rapidly
request and receive hardware, software and
services. The application provides employees with
more visibility into the status of their request and
makes more efficient use of IT resources.

Application Screenshots

Custom Applications | 25

Solution
Mobile inventory
management application

Company Size
820

Annual Revenue
$34 million

Headquarters
USA

Before

After

Inventory transfers and other asset changes were


taking a long time to register in the ServiceNow
inventory system. This gave management an
incomplete inventory status at any time. A system
with near-realtime values is critical to assure financial
reports are complete and to conform to regulatory
requirements for financial data. A portable system at a
reasonable price was needed urgently in order to track
these transactions. The system to be built needed
to be mobile, easy to learn and use, and result in the
rapid transfer of a limited amount of inventory and
asset transfer information. This would include transfers
between company locations and departments,
swaps of damaged or incorrect equipment, and
new equipment entering inventory.

The new system uses handheld electronic devices


which should eliminate inventory count errors
entirely, and now records the source of the inventory
changes for the first time. Elimination of labor could
reduce headcount for this type of activity by at least
1/3, and management can evaluate performance
for this type of data collection and information for
the first time.

Application Screenshot

Custom Applications | 26

Found from best brand website


Modify logo

We decided to address other business

needs to show our value because the


business doesnt really appreciate
ITSM. They know that it works, but they
dont know how or why.
Javier Rodriguez | Sephora

Solution
Project enhancement
workflow

Company Size
5,000

Annual Revenue
$326.3 million

Headquarters
USA

Before

After

Sephora operates approximately 1,300 stores in 27


countries worldwide. Sephora.com is the largest
North American Sephora store in terms of sales and
product selection. At any given time, IT at Sephora
is working on a scope of 500 projects across retail
stores, employee education, HR, Sephora.com, and
more, every year. Each department is responsible for
prioritizing projects and providing status updates to
management. However, all of this work was being
done in spreadsheets. Due to Sephoras rapid growth,
IT needed to upgrade its processes in order to meet
booming business demand. The team created a
scorecard project portfolio app to help rank, track,
complete and report requests across the business.

IT turned an original spreadsheet of 900 projects into


one multifunctional dashboard, making the project
portfolio one of the most effective applications ever
put into production. Not only do Sephora executives
utilize data pulled from the app, but the CIO coined it
as the IT Swiss Army Knife.

Application Screenshots

Custom Applications | 27

56% of all the requests that have

come in for mobile device incidents


request help through the ServiceNow
instance.
Erich Selvig | Target

Solution
Walk-up appointment
booking application

Company Size
365,000

Annual Revenue
$69.87 billion

Headquarters
USA

Before

After

Target delivers affordable prices and an easy,


convenient shopping experience for anything from
vitamins to v-neck tee shirts. With over 1,780 stores
and 37 distribution centers in the U.S. alone, the IT
team at Target headquarters works to handle service
appointments from the employees that manage them.
But, Target employees were demanding a more
personal approach to IT. To move away from a callcenter-based service approach, the team needed a
system to support up to 20,000 unique employees
that was also integrated with ServiceNow. The
solution to this was the creation of a custom branded
walk-up appointment booking module built on the
ServiceNow Service Automation Platform.

The module currently holds a 94 percent customer


satisfaction rate. Support has moved completely
out of call centers. Administrators can track a slew
of new metrics to ensure service goals are met,
and employees can easily book appointments in
person, through the ServiceNow UI or even a
custom iPad application.

Application Screenshots

Custom Applications | 28

Once we turned on ServiceNow, it was


almost a night-and-day difference
Mike Segelhorst | The Maschhoffs

Solution
Dashboards driving
pork production

Company Size
1,100

Annual Revenue
$650 million

Headquarters
USA

Before

After

Pork production is typically science-driven, not


technology-driven. But when the owners of The
Maschhoffs began executing a growth-focused
business plan that included several acquisitions in
a short timeframe, IT needed to develop processes
and automation to help them become more
responsive and efficient.

The Maschhoffs have adopted many IT Infrastructure


Library (ITIL) processes and use ServiceNow to carry
them out. As a result, nearly 80 percent of the 1,000
incidents received per month are resolved on the first
call. This improved resolution rate has sent a strong
signal to the business that their needs are important
and that IT can handle them quickly. Soon, they plan
to expand beyond IT and automate many processes
for the veterinary staff.

Custom Applications | 29

Solution
QR code mobile
scanner application

Company Size
130,000
students & faculty

Annual Revenue
N/A

Headquarters
USA

Before

After

The largest university in the world needed a way to


streamline the maintenance process for campus
hardware and technology used to support large
university sporting events. With reporting and solving
technology issues, time was of the essence. University
and third party technicians wanted to be able to trigger
business processes or incidents with the click of
a button.

The Ohio State University Mobile Scanner application


makes reporting and tracking hardware-related
issues efficient and accurate. Using this application,
any technician can take a picture of the QR code on
a hardware asset and instantly submit the incident to
the service desk. Incidents have reduced from 2-5
days dispatch time to under one minute response
time, and resolution time has reduced from 5-7 days
down to less than one day.

Application Screenshots

Custom Applications | 30

Solution
Facilities management

Company Size
12,500 faculty & staff

Annual Revenue
N/A

Headquarters
USA

Before

After

The OSU Medical Center needed a way of handling


facilities-related requests including requests for
additional space, construction and renovation projects,
signage requests, furniture, personnel relocation,
storage and disposal of furniture and equipment,
space information, and lease termination. They needed
something that spanned the years-long management
process while allowing for a single-task structure and
providing detailed visibility into underlying processes.
Above all, OSU needed to streamline communication
across departments beyond the ITSM group.

Within five months from go-live, 1,124 requests


were submitted to the facilities department. With
ServiceNow, OSU has eliminated paper forms,
ad-hoc approval processes and outdated web
forms. It has also added workflow management and
process improvement throughout the organization.

Custom Applications | 31

There was a tremendous opportunity to


build great things (with ServiceNow).
Greg Crowder | Tickets.com

Solution
An on sale module
for ticket sales

Company Size
201-500

Annual Revenue
Privately held

Headquarters
USA

Before

After

Tickets.com delivers high volume, real-time ticketing


transactions in a secure online environment for
anything from baseball to Bieber. In preparation for
high-demand event sales, the team at Tickets.com
works to configure, test, and ensure approvals are in
place for a good user experience. But, the functional
team had no good way to calendar, track progress,
confirm approvals, and maintain historical records for
the major events. The solution to this was the creation
of the Major Event Module in ServiceNow.

The success of this module has been overwhelming.


Since inception, Tickets.com has reduced its labor
cost by approximately 20%, while improving their
success rate to nearly 100%. Tickets.com has set
records for selling out venues such as Bostons
Fenway Park and continue to remove complexity
both internally and externally.

Application Screenshots

Custom Applications | 32

Solution
Data center management

Company Size
1,050

Annual Revenue
$680 million

Headquarters
USA

Before

After

Verisigns critical facilities team needed a system to


manage power and space in their data centers around
the world. At a significant cost to productivity, they had
been manually maintaining multiple CMDB-independent
spreadsheets, and were challenged with old data,
version control and data drift. They also wanted to be
able to visualize their data center power and space
information.

Power and space data are now maintained by


automated business rules that fire as part of
existing workflows. Data center floor and server
rack visualizations pull live data from the CMDB.
There has also been a substantial increase in data
accuracy and two full-time employees are now
dedicated to more proactive and essential data
center responsibilities.

Application Screenshots

Custom Applications | 33

Our entire IT organization


uses ServiceNow.
Sarah Goellner | World Wide Technology, Inc.

Solution
Automated code
deployment

Company Size
2,200

Annual Revenue
$5 billion

Headquarters
USA

Before

After

At WWT, a complex IT environment saw developers


deploying their own code. With new functionality being
released weekly to business and external customers,
deployments were time consuming. IT needed a way
to perform code deployments in a quick, controlled,
and consistent manner.

WWT feels it has just scratched the surface.


ServiceNows metrics allow IT to see how many
deployments are being run at any given time. Each
one is logged and analyzed for most common errors,
previous attempts, and average time to complete.
From an integration with Oracle OMM, WWT can see
which tables a deployment affects and whether or
not it should run during a maintenance window to
be successful.

Application Screenshot

Custom Applications | 34

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