Confidential

SocialNow Integrating Social Media in Education Faez Ahmed Snr Manager, Education Services

© 2013 ServiceNow All Rights Reserved

Confidential

ServiceNow

• NYSE: NOW

• 1,500+ enterprise customers

• Worldwide HQ in San Diego, CA

with major sites in Silicon Valley,

Seattle, Amsterdam and Sydney

• Global datacenter operations in

North America, Europe and Asia-Pacific

The Enterprise IT Cloud Company

2007 2008 2009 2010 2011 2012 ServiceNow Annual Revenue

2

Confidential

Selected Customers

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Financial Services IT Services Healthcare Consumer Technology

© 2013 ServiceNow All Rights Reserved

it is not possible to solve today’s challenges with yesterday’s technology

- Fred Luddy Chief Product Officer, ServiceNow

Using Social media must be seamlessly integrated into the learning paths

“ ”

The Challenge we face today

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Overview

• Company level: – Post updates

– Monitor / Search for Keywords

– Reply & Provide Solutions

• User level – Authenticate

– Retrieve User / Customer information

– Share company updates

• Training – ILT & VILT

– Curriculum Development (with Box Integration)

Integrate with Social Media sites in ServiceNow

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ServiceNow Social IT – Chat & Live Feed

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Benefits

• Communicate within IT; between IT

and the business; and within the

business itself

• Facilitate communication and capture

knowledge for re-use

Using Social Media

• Chat/IM & Live/wall built into every

process

• All conversations captured & attached

to the appropriate record

• Ability to post into knowledge base

Features

• Share knowledge including links and

images

• Filter information using groups & tags

• Follow what you are interested in – by

group, tag or individual

Using Social Media with ServiceNow

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Using Social Media in Education Services

ILT & VILT

Using Social Media; The Welcome Message

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Using Social Media; Sharing the answers

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Using Social Media; Contributions from other Trainers

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This is yet another resource for our Curriculum developers

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Integrating Social Media; Post updates using Workflow

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Using Social Media in Education Services

Future Uses

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Integrating Tweets into Learning

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LinkedIn / XING

• Post Update

• Skills updated to both Linkedin & ServiceNow

• Create Contacts

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Confidential

Servicenow Integration with Linkedin

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Box Integration - Create new Incident

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Always save the incident, business rule to connect to box runs on Create

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