The Enterprise IT Cloud Company

Introduction to ServiceNow

Javier Gmez
ServiceNow
October 20, 2014

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ServiceNow The Enterprise IT Cloud Company

Enterprise IT Cloud NYSE: NOW Strong Revenue & Growth

*$652M to
Cloud-based Service that Modernizes 2,360+ 2,300+ $542M $657M
and Transforms Enterprise IT Enterprise Customers Global Employees Trailing 12-Month Revenue

Highly Secure and Available Enterprise Cloud

Major Sites
SaaS Business Model San Diego, Silicon Valley, Seattle, Amsterdam, $424M
London, Sydney

$306M

$244M

$128M

$64M
$28M
$13M

FY08 FY09 FY10 FY11 FY12 FY13 FY14

*Expected 2014 Revenues

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Gartner / IDC MarketScape

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 Global Enterprises from All Industries Rely on ServiceNow

Construction Federal Financial Services Healthcare Higher Education Insurance IT Services Manufacturing Media MSPs Oil and Gas Retail Services Technology

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 Latin America

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 Executives
Service Relationship BUSINESS

Management DASHBOARDS

APPROVALS &
NOTIFICATIONS

SERVICE CATALOG SERVICE-ORIENTED REPORTING

Requester WORKFLOW & ANALYTICS Provider

SEARCH KNOWLEDGE SERVICE RECORD

> HELP
> ORDER

COLLABORATE > CHANGE

> INFO

KPI
DASHBOARDS
UPDATE ASSIGN &
SERVICE STATUS TRACK WORK

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 Executives

Four Pillars of Service Relationship Management

Requester Provider
SERVICE RECORD PROCESS BUSINESS
EXPERIENCE KEEPING AUTOMATION MANAGEMENT

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 ServiceNow Service Automation Platform

BUSINESS MANAGEMENT
Governanc Vendor Resource Cost Demand Project Analytics
e

Service Providers Departments

SERVICE MANAGEMENT
Release Pass Reset Problem Incident CMDB Catalog Change Field Svc Asset HR Facilities

OPERATIONS MANAGEMENT APPLICATION DEVELOPMENT

Discovery Config Auto Orchestration Svc Map Cloud Mgmt Event Professional SDLC App Creator Service Creator Citizen
Creators Creators

SERVICE AUTOMATION PLATFORM

Single Architecture Shared Resources Single Data Model Custom App Dev

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 ServiceNow Service Management
Service Catalog Incident Management CMDB Asset Management

SERVICE MANAGEMENT

BUSINESS MANAGEMENT
Governanc Vendor Resource Cost Demand Project Analytics
HR Service Automation Password Reset e Problem Management Change & Release Mgmt Field Service Automation Facilities Service Automation

Service Providers Departments

SERVICE MANAGEMENT
Release Pass Reset Problem Incident CMDB Catalog Change Field Svc Asset HR Facilities

OPERATIONS MANAGEMENT APPLICATION DEVELOPMENT

Discovery Config Auto Orchestration Svc Map Cloud Mgmt Event Professional SDLC App Creator Service Creator Citizen
Creators Creators

SERVICE AUTOMATION PLATFORM

Single Architecture Shared Resources Single Data Model Custom App Dev

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 ServiceNow Operations Management
Service Catalog Incident Management CMDB Asset Management
OPERATIONS MANAGEMENT
SERVICE MANAGEMENT
Configuration Service Discovery Cloud Event
Discovery Orchestration
Automation and Mapping Provisioning Management

HR Service Automation Password Reset Problem Management Change & Release Mgmt Field Service Automation Facilities Service Automation

Service Providers Departments

SERVICE AUTOMATION PLATFORM

Single Architecture Shared Resources Single Data Model Custom App Dev

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 ServiceNow Business Management
OPERATIONS MANAGEMENT
BUSINESS MANAGEMENT
Governance, Configuration Cloud Event
DiscoveryRisk Vendor Cost
Orchestration Demand
Service Discovery Project
Analytics
& Compliance Automation
Management Management Management
and Mapping Provisioning
Management Management

Service Providers Departments

SERVICE AUTOMATION PLATFORM

Single Architecture Shared Resources Single Data Model Custom App Dev

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 IT Service Model
Internal Providers
Information
Customer Human Technology
Marketing Finance Facilities Legal
Support Resources

Service Service Service Service Service

REQUESTER Taxonomy Experience Delivery Assurance Analytics PROVIDER

Enterprise Service Management

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ServiceNow Transforming Service Management into an Enterprise Discipline

Enterprise Service Management

IT HR Facilities Enter Service Domains Here

Service Automation Service Automation Service Automation Service Automation

Built by ServiceNow Built by ServiceNow Built by ServiceNow Built by Customer or Partner

Any enterprise service or anything
that requires a service model

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 ServiceNow Service Automation Platform Services and Features
Included in All ServiceNow Suites and Custom Apps

PLATFORM FEATURES
Collaborate Manage Resources Intelligence Design
Chat Service Catalog Reporting Forms Designer
Live Feed Time Cards Surveys Content Mgt System
Visual Task Boards CMDB Business Service Maps
Service Providers Skills Management Visualizations Departments

On-Call Scheduling

PLATFORM SERVICES
Shared Data Mobile Workflow Search
Web Services Scripting Approvals Email
REST API Templates Alerts / Notifications Forms and Lists
Imports / Exports Role-based Security

SERVICE AUTOMATION PLATFORM

Single Architecture Shared Resources Single Data Model Custom App Dev

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 ServiceNow Custom Application Development

EXTEND CREATE SHARE

Platform Capabilities
(Included in All Suites)

Manage Resources Collaborate Intelligence

CMDB Chat Business Service Maps
Service Providers On-Call Scheduling Live Feed Reporting Departments

Skills Management Surveys

Time Cards Visualizations

Access Information Drive Efficiency Design & Integrate

Knowledge Coaching Loops Catalog Item Designer
Content Management System
Mobile Interface Visual Task Boards
Forms Designer
Service Catalog
REST API
Workflow

SERVICE AUTOMATION PLATFORM

Single Architecture Shared Resources Single Data Model Custom App Dev

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Theres an App

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 ServiceNow Empowering Enterprise Transformation

Professional Training Global Partner

Services and Certification Ecosystem
StartNow Methodology Best Practices Workshops Authorized Training
Implementation Services Process and End-User Training System Integrators
Production Readiness Services Admin and Developer Training Managed Service Providers
Optimization Services Certifications Solution Providers

Support Community Knowledge

User Conference
Real Availability Dashboards Connect with other users The Largest Gathering of IT
Wiki Product Documentation Local User Groups Professionals Using Cloud
Knowledge Base Special Interest Groups Services for Enterprise IT
Community and Forums Share apps and code Service Automation
Technical support

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Thank you

Javier Gmez
Javier.gomez@servicenow.com
ServiceNow

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