ServiceNow Impact We meet you where you are in your digital transformation journey servicenow.com ™
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Table of contents The challenge The pace of innovation What we heard from customers 01 03 05 07 09 15 17 Our solution Introducing ServiceNow Impact™ Value acceleration solution Inside ServiceNow Impact The result for you A faster path to value What customers are saying
The pace of innovation is accelerating Companies are under pressure to outpace and out-innovate. If you’re scrambling to keep up, you’re not alone. How can you enable rapid innovation to deliver results when technology and business expertise are in short supply? Our aim is to help our customers and partners meet these challenges— and close the ever-widening value gap on your digital investments. The challenge 01
Tech debt and talent shortage impeding ROI Your value gap is increasing TALENT 64% of executives surveyed see talent as the most significant barrier to new technology adoption* PACE OF CHANGE $6.8 trillion will be spent on digital transformation from 2020 to 2023* TECH DEBT 60% of CIOs surveyed say tech-debt spending has risen over past three years* *Source: Gartner, Inc., Gartner Survey Reveals Talent Shortages as Biggest Barrier to Emerging Technologies Adoption, 2021 *Source: McKinsey, Tech Debt: Reclaiming Tech Equity, 2020 *Source: IDC Reveals 2021 Worldwide Digital Transformation Predictions; 65% of Global GDP Digitalized by 2022, Driving Over $6.8 Trillion of Direct DX Investments from 2020 to 2023, 2020 ROI $3 out of every $4 invested in digital transformation show little to no return* *Source: An IDC Perspective: Driving the Right Conversation with the CxO in 2021 and Beyond, 2020 02
We interviewed over 200 enterprise software buyers and more than 500 ServiceNow customers to learn how we can better address key moments in your digital transformation journey. What we heard from customers 03
“Value seems to be too slow to realize. I’m also not sure how to measure it to understand if we are getting true ROI from our ServiceNow investments.” “Our team lacks the right education, support, and tools to nail this. I just want to enable the best next action. But resources are general, not about our specific goals.” “We spend more time addressing tech debt than taking advantage of innovation from the latest product releases. We need help specific to our goals and challenges.” 04
Our solution Introducing ServiceNow Impact Personalize your digital transformation journey on the Now Platform® and accelerate yourtime to value ServiceNow Impact is a first-of-its kind value acceleration solution designed to meet you where you are on your digital transformation journey. Built on the Now Platform, it gives you proactive insights, prescriptive guidance, tailored training and recommendations, and premium technical support and tools. The result? Faster ROI. 05
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Your value acceleration solution 07
Accelerate results Realize outcomes faster across your business with proactive insights and recommendations, prescriptive guidance, role-based training, knowledgable experts, and technical support. Amplify expertise Close the strategy execution gap with a personalized solution—enriched with curated content, accelerators, tailored recommendations, and expert coaching. Personalize your value experience ServiceNow Impact personalizes your digital transformation journey on the Now Platform and accelerates your time to value. 08
Inside ServiceNow Impact Impact digital experience with AI-driven value acceleration ServiceNow Impact leverages AI, machine learning, automation, and analytic capabilities to deliver personalized guidance for your organization and role. Realize value faster with preventative controls, proactive recommendations, and AI–enabled suggestions and alerts for enhanced platform health and optimization. Premium technical support and tools Developer support provides expert assistance and collaborative code review across all your ServiceNow products, including customized code for apps you’ve built on the platform. You’ll get prescriptive guidance for workflow innovation and development, plus performance optimization tailored to your needs. 09
Impact Squad and on demand experts We’ll help you achieve your business goals with a handpicked, designated team that provides prescriptive guidance throughout your journey. You can also access experts on demand via advisory sessions and Impact Accelerators, which are fixed-scope service engagements to get you where you need to go. Personalized learning and coaching ServiceNow Impact provides you with personalized learning and coaching with a range of product and technical training, adoption and change management coaching, and exclusive membership to the ServiceNow CxO Impact community. 10
Impact digital experience with AI-driven value acceleration Value tracking, personalized insights, and the best next action Value journey builder Receive prescriptive product, technical, and content recommendations. Peer and industry benchmarks Rank your progress and plan against peers. Value realization dashboard and recommendations See value insights and track progress while maximizing impact. Impact digital experience Get a mobile-first, high-performance, and role-based digital experience. 11
15 Premium technical support and tools Proactive and preventative tools,technical guidance, and curated content Accelerated response times Hear back twice as fast compared to standard ServiceNow Support with single-tier, global, direct-to-expert, live agent technical support 24/7/365. Developer support Get seamless functionality between ServiceNow products and existing customizations with code review sessions. Instance Observer Monitor all of your instances in one place in real time. Curated content Access step-by-step guides for success, including proven methodologies and adoption playbooks. 12
Impact Squad and experts on demand Increase bench strength, augment resources, and get expert help when you need it Impact Squad Work closely with your designated fourperson team of strategy, product, and tech experts to define specific deliverables including your Value Blueprint. Advisory sessions Join half-day workshops with product, process, and technology specialists. Admin Center An in-instance application that helps admins with self-service adoption guidance and recommendations. Impact Accelerator catalog Reach the right experts at the right time with a menu of fixed-scope, bite-sized service offerings. 13
17 Personalized learning and coaching Boost your ServiceNow expertise, get informed guidance, and collaborate with peers Expert coaching Access coaching and workshops on product, technical, adoption, and change management, plus additional resources and toolkits. Personalized learning journeys and certification paths Deepen your team’s experience across the product suite with unlimited access to on-demand training and certification. Membership to ServiceNow Impact CxO community Get exclusive access to peer collaboration, shared experiences, and strategic advisory sessions with ServiceNow executives. 14
A faster path to value THE RESULT? 20% more value1 from new and existing implementations 10% people savings 2 and efficiencies Value realized per year Internal FTE costs Before Impact With Impact Before Impact With Impact The result for you 1,2, Projections based on pilot customers and market research data 15
Close the value gap with ServiceNow Impact Impact digital experience How am I tracking on progress & outcomes? Personalize your value experience to bridge the strategy execution gap Accelerate your results and achieve, on average, a 20% increase in value Amplify your expertise and achieve, on average, a 10% savings in people and efficiencies 16
What our customers are saying ServiceNow Impact provides tailored support and strategic guidance to align our global technology organization’s priorities to the ServiceNow technology we’re using. It’s helping us achieve our strategy and maximize the value of our investment. Sesh Tirumala, CIO at Anaplan “ 17
21 [ServiceNow Impact] is exactly what we need. I wish we had this years ago. Financial Services Company ServiceNow Impact is helping us integrate and accelerate solutions to ensure greater flexibility and coordination across teams. Fortune 500 Media Company ServiceNow Impact takes care of the instance health for us so my team and I can focus on strategic initiatives that drive true change. That is critical for us as we continue to grow. Fortune 500 Professional Serivces Company It is the missing piece…Most people don’t know what ServiceNow can do. [ServiceNow Impact] will help us realize the platform’s full capabilities to realize maximum value. Public Sector/State Having [ServiceNow] experts quickly available has added confidence and quality to our experience. Healthcare & Life Sciences Company The Squad is a strategic partner. They help me evaluate the impact of initiatives and communicate their progress to leadership. Their value is priceless; they make my life a lot easier. Financial Services / Bank 18
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