Increase Customer Satisfaction by Solving Issues Faster ...€¦ · • Implementing to increase...
Transcript of Increase Customer Satisfaction by Solving Issues Faster ...€¦ · • Implementing to increase...
IncreaseCustomerSatisfactionbySolvingIssuesFasterJourneyDocument
INTRODUCTION....................................................................................................................................2
HOWTOINCREASECUSTOMERSATISFACTIONBYSOLVINGISSUESFASTER.........................................3
CUSTOMERJOURNEY...........................................................................................................................4OUTCOMES.................................................................................................................................................4METRICS.....................................................................................................................................................5
ADOPTIONJOURNEY............................................................................................................................6
CAPABILITYROADMAP.........................................................................................................................8OVERVIEW..................................................................................................................................................8MODERNIZE..............................................................................................................................................10TRANSFORM..............................................................................................................................................11INNOVATE.................................................................................................................................................12CONCLUSION.............................................................................................................................................13
PHASEDINTERACTIONS......................................................................................................................14MODERNIZE..............................................................................................................................................14TRANSFORM..............................................................................................................................................15INNOVATE.................................................................................................................................................16
HIGHLEVELINTEGRATIONSARCHITECTURE........................................................................................17
CUSTOMERJOURNEY-DELIVERY........................................................................................................18
NEXTSTEPS........................................................................................................................................19
Introduction
ThisdocumentisanoverviewoftheServiceNowreferencearchitectureforthejourneyrelatedtomodernizingCustomerServiceManagement.ThisdocumentshouldbeusedasaframeworktoassistwithdeterminingthestepstomatureyouruseoftheServiceNowplatformcapabilities.Thisdocumentincludestheanswerstoaseriesof‘how’questions:
• Howtoincreasecustomersatisfactionbysolvingissuesfasterattheexecutivelevel• Howtoachievetheoutcomesintheexecutiveoverviewofhowtoincreasecustomer
satisfactionbysolvingissuesfaster• Howtomeasuretoensureoutcomesintheexecutiveoverviewareachieved• Howtoincreaseadoptionthroughtheoutcomesmeasuredforachievementinthe
executiveoverview• Howtoimplementtheappropriatecapabilitiestoincreaseadoptionthroughthe
outcomesmeasuredthrougheachphaseofthejourney• Howtotechnicallyconfiguretheappropriatecapabilitiesimplementedtoincrease
adoptionthroughtheoutcomesmeasuredthrougheachphaseofthejourney• Howtoarchitectthetechnicalconfigurationsoftheappropriatecapabilitiesthrough
eachphaseofthejourney• Howtocoordinatewithexpertstoassistwith:
• Architectingthetechnicalconfigurationsoftheappropriatecapabilities
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IncreaseCustomerSatisfactionbySolvingIssuesFasterReferenceArchitecture
• Implementingtoincreaseadoption• Measuringachievementofoutcomes• Increasingcustomersatisfactionbysolvingissuesfaster
Formoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachoutto,gotohttps://www.servicenow.com/contact-us.htmlandclickonsalestofindtheofficenearestyou.
HowtoIncreaseCustomerSatisfactionbySolvingIssuesFaster
The“Howto”diagramaboveillustratesthemulti-stepprocess,focusingonthecorefunctionalareasandunderstandingwhereinteractionsandintegrationsarerequired.Thestepsshownareasfollows:
1. Provideeffortlesscustomerserviceacrossanychannelatanytime.2. Encouragecustomerstohelpthemselveswithaself-servicecatalog,virtualagent,
knowledgebase,communities,socialQ&A,andportal.3. Proactivelymonitorcustomers’productsandservicesandtakeactiononpotential
issuesandoutages.4. Connectcustomerservicewithengineering,fieldservice,finance,andotherteamsto
driveaccountabilityforresolution.
3©2017ServiceNowAllRightsReserved Confidential
IncreaseCustomerSatisfactionbySolvingIssuesFaster
MAKEITEASYFORCUSTOMERSTO
ENGAGE
1
ASSIGNTASKSACROSSTHEENTERPRISE
PREVENTFUTURECALLS
MONITORFORISSUESANDCREATECASES
AUTOMATICALLY
5
3
4
REDUCECASEVOLUMEWITHSELF-SERVICE
2
5. Fixunderlyingissuestoeliminatecalls,driveknowledgebasecontentchanges,preemptivelynotifycustomers,andactontrendsrevealedinPerformanceAnalytics.
CustomerJourneyOutcomes
Uponreviewingtheabovehow-todocument,manyorganizationsmayask,“Yes,buthowdoIachievethoseoutcomes?”Inordertodoso,theCustomerJourneyisathree-phaseprogression(ModernizetoTransformtoInnovate)deliveringbusinessvalueviaoutcomesbyemployingproductcapabilitiesphasebyphase.Theimageabovedisplaysathree-phasematuritymodel:‘Modernize’to‘Transform’to‘Innovate,’whichisrealizedasaprogressionthroughthreephasesfocusedonauniquesetofconsumerstodeliverspecificbusinessvalueviaasetoftargetedoutcomes.Thecapabilitiesidentifiedrepresentkeyelementsofthesoftwareleveragedtorealizethisbusinessvalue.Thethreephasesareasfollows:
• Modernize:Efficiency• Simplifycustomerinteractions• Enablecustomerstoself-servethroughapersonalizedportal• Engagecustomersthroughtheirchannelofchoice
• Transform:Visibility
5©2017ServiceNowAllRightsReserved Confidential
MINDSET
CONSUMER
PHASE
BUSINESSVALUE
CAPABILITIES
OUTCOMES
CustomerJourney- OutcomesIncreaseCustomerSatisfactionbySolvingIssuesFaster
MODERNIZE TRANSFORM INNOVATECustomers CustomerService CustomerService
EFFORTLESS CONNECTED PROACTIVE
Efficiency Visibility Automation
• Simplifycustomerinteractions• EnablecustomerstoselfservethroughApersonalizedportal• Engagecustomerthroughtheirchannelofchoice
STREAMLINE CUSTOMER INTERACTIONS
• Connectpeople,process&technologyacrosstheorganization• PermanentlyResolveCustomerIssuesthroughcollaboration• Seamlesslyrouteworktotheappropriateresources
MAKE SERVICE A TEAM SPORT
• Monitor,detectandresolveissues–beforethey’rereportedbycustomers• Performtrendanalysistoproactivelycommunicatetosimilarlyaffectedcustomers
PRE-EMPTIVE SERVICE
CustomerService
Portal Knowledge Catalog Mobile Analytics Account360 DefectEvents OrchestrationServiceMgtOmni-Channel FieldServices
• Connectpeople,process&technologyacrosstheorganization• Permanentlyresolvecustomerissuesthroughcollaboration• Seamlesslyrouteworktotheappropriateresources
• Innovate:Automation• Monitor,detectandresolveissues–beforethey’rereportedbycustomers• Performtrendanalysistoproactivelycommunicatetosimilarlyaffectedcustomers
Metrics
Aspreviouslystated,theCustomerJourneyisathree-phaseprogressionfromModernizetoTransformtoInnovate.Onceorganizationsareawareoftheprogressionandrequirements,theymayask,“Yes,buthowdoImeasureachievementoftheseoutcomes?”Inordertoensurethismeasurement:
• Organizationsmovethroughthesephasesthroughmeasurementsandmetrics,usingappropriateKeyPerformanceIndicators.
• ThebelowareacatalogofKPIsthatprovideameasuringstickforprogressionacrossthedifferentphasesoftheJourneythatwerecompiledfromServiceNowcustomers,partners,andServiceNow’sexpertsinthefield.
Datacandoareallyexcellentjoboftellingthestoryandhelpingbusinesseshoneinonthoseareaswarrantingfurtherimprovement.
• IntheEfficiencycolumn:
6©2017ServiceNowAllRightsReserved Confidential
MINDSET
CONSUMER
PHASE
BUSINESSVALUE
CAPABILITIES
METRICS
TheCustomerJourney- MetricsIncreaseCustomerSatisfactionbySolvingIssuesFaster
MODERNIZE TRANSFORM INNOVATECustomers CustomerService CustomerService
EFFORTLESS CONNECTED PROACTIVE
Efficiency Visibility Automation
• Increasedcasesdeflectedviaknowledge• Reducedtimespentresolvingcases• Improvedfirst-callresolutionrate• Reducedaveragecasehandlingtime• Improvedcustomersatisfaction• Increaseagentsatisfaction
STREAMLINE CUSTOMER INTERACTIONS
• Increasedrequestsfulfilledthroughselfservicevs.agent• ImprovedFieldServicereadinessandresponse• ImprovedNetPromoterScores• Improvedcustomerretention/loyalty• Reducecustomereffort
MAKE SERVICE A TEAM SPORT
• Increasedserviceleveladherence• Reducecasesthroughautomation• Increasenumberofnewcustomers• Increaserevenuethroughupsaleandcrosssale• Increasedleadsgeneratedbycustomerserviceinteractions
PRE-EMPTIVE SERVICE
CustomerService
Portal Knowledge Catalog Mobile Analytics Account360 DefectEvents OrchestrationServiceMgtOmni-Channel FieldServices
• Organizationslookatthingslikecasevolumes,deflection,efficiency,andresponsetimes.
• UsingPerformanceAnalytics,theycanalsobenchmarktheseagainstmeasuresofcustomeroragentsatisfactiontoensurethatqualityisnotbeingsacrificedforthebenefitofefficiency.
• IntheVisibilitycolumn:• KPIsfocusontheentireorganizationandthingsliketheiroccupancyand
involvementtoresolvethesecustomerserviceissues.• Organizationsexaminehowself-serviceratesstackupagainstagentdriven
interactions.• HowdothosefluctuationsdrivethingslikeNPSorCustomerEffort?
• IntheAutomationcolumn:• Organizationsmustbemorepre-emptiveinmonitoringopportunitiesforup-sell,
cross-sell,renewals,andcustomeracquisition• Inthisphase,theentireenterpriseisturningcustomerservice–traditionallyviewed
asacostcenter–intoaprofitcenterwherethebottomlineisdirectlyimpactedbyhowcustomersarebeingserviced.
AdoptionJourney
Onceorganizationsareabletomeasureforachievement,theymayask,“Yes,buthowdoIensurethesesolutionsareadopted?”Theadoptionjourneyrepresentsthestep-by-step
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TheAdoptionJourneyIncreaseCustomerSatisfactionbySolvingIssuesFaster
ü ModernizePhase ü TransformPhase ü InnovatePhase
ü Expected Outcomes and Baseline
ü Offer customers self-service via portal
ü Customer Knowledge Base
ü Existing Tool & Process: migration strategy
ü Design case management process flow
Streamline Monitor Collaborate AutomateConnect
ü Consolidate systems
ü Master Data Management & CTI Integration
ü Case Management workflow/skills based routing to agents
ü Agent Knowledge Base
ü Survey customer feedback/NPS
ü Case history migration (or integration)
Step 1 Step 2 Step 3 Step 4 Step 5 Step 6
ü Deploy additional support channels (chat, social)
ü Expanded Service Catalog
ü Understand management Analytics requirements
ü Management and Executive dashboards / analytics
ü Review system configuration/health check
ü Identify processes and touchpoints with IT and other part of the organizations
ü Extend customer support through Field Service
ü PermanentlyResolveCustomer Issues through incident, problem & change management
ü Optimize Knowledge & expand to Communities
ü Automated case creation for product or services issues
ü Monitor for issues
ü Understand scope of automation and virtual automation
ü Proactive alerts to customers on service status, outages or issues
ü Increase revenue by surfacing cross-sell/upsell opportunities
Engage
progressionofactivitiesfromphasecommencementtofulluseradoptionforthephase.Activitiestypicallycommencedperphaseareindicatedbycoloredcheckmark.EachoftheServiceNowsolutionsprovideamulti-step,prescriptiveapproach,toadoptingthesolution.
1. Step1–Simplify:a. Inthisstep,organizationsmustbuildbaselines.
i. Whatisbeingmeasured,andwhatimpactisexpected?ii. Completeaninventoryofallthedifferentchannelsandprocessesusedto
providecustomersupport.iii. Bringallprocessesintothecommoncloudplatform,aswellassimplifying
howteamsinteractwiththeseprocesses.Thisapproachtoassessingthebusinesswillhelpdefinewhichknowledgearticles,requests,andprocessesneedtobebroughtintothesystemfirst.
2. Step2–Streamline:a. Hereitiscriticaltogetthecompleteenterprisearchitectureview.
i. Whatarethesystemsinplay?Howwilldataandprocessesflowinthisoptimizedenvironment?
ii. Thisisaboutgovernanceandaccountability,establishingtherightapproachtopopulationofthedata,anddefiningthemastersourcesofcustomerinformation.
iii. Byassessingthechannelsandintegratingthingslikevoice,chat,email,andservicecatalog,thecustomercanbeservicedviathecorrectchanneltofittherequest.
iv. Implementthekeyprocessesandbegintoeducateteamsonthestreamlinedapproach.
3. Step3–Connectthecustomerwithallpartsoftheorganization:a. Assesswhatcouldbepublishedtothecustomerserviceportaltodriveself-
service.b. Arethereadditionalchannelslikechat,socialorSMS?c. Usingoriginalbaselinesandmetrics,introduceanalysisdataintheformof
dashboardsandinteractivereports.d. Gaugeeffectiveness,coursecorrect,andattacktherightareasfor
improvement.e. Addadditionalrequeststothecatalog,increaseknowledgeandaccesstoitina
modernway.4. Step4–Collaborateacrosssilos:
a. Buildinterconnectionsbetweentheservices,infrastructure,andbusinessteams.b. Driveautomationintoallareasacrosstheprocesses,suchasRequestdelivery,
WorkOrdersthroughfieldservice,deviceremediation,andanyofthoseitemsthatmakethemostsense.
c. DriveaservicemanagementapproachbyleveragingIncident,Problem,andChangetobringtheentireorganizationontoacommonframeworkforaddressinganythingcustomerfacingorimpactinginfrastructure.
5. Step5–Providevisualizationsinapersona-basedway:a. Usedataandinsightstounderstandgapsinprocessdefinitionsandservice
areas,andweproactivelycorrectthose.b. Discoverwhichproductofferingsorserviceareasneedattention,which
automationsneedtobetuned,anddriveproactiveresolutions.6. Step6–Automatetheprocessesandprovidepreemptiveservice:
a. Providebetter,moremeaningfuldatatootherpartsoftheorganization,andmakekeydecisionsonadditionalcandidatesforautomation.
b. Driveaniterativeapproachtomappingofservices.c. Driveawarenessfurtherouttothebusinessareasasneeded.d. Driveopportunitiestocross-sellorupsellintonewproducts,orhelpthebusiness
identifynewmarketswithrevenuepotentialwherecustomersarebeginunderserved.
CapabilityRoadmapOverview
Afterensuringadoptionoftheoutcomes,organizationsmayask,“Yes,buthowdoIdeterminewhichcapabilitiesarenecessarytoachievetheseoutcomes?”Thestepsoutlinedabove,when
7©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapIncreaseCustomerSatisfactionbySolvingIssuesFaster
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENT
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
CATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
combinedwiththeJourneyapproach,willalloworganizationstounderstandhowtoimplementandgetvaluefromthesolution.However,whichcapabilitiesarereallybeingusedintheoverallsolution?ThisvisualizationgroupsthecapabilitiesoftheServiceNowportfoliointoconsumableareas.Fromthebottomup:
• TheCloudInfrastructurethatServiceNowmaintainsisatthecoreofdeliveringafault-tolerantandhighlyavailablesystem.
• ThePlatform,whichencompassesmuchmorethanwecanarticulateonasingleslide,deliverscorefunctionalityacrosseveryapplicationintheportfolio,fromKnowledgeManagementtoOpenFrameasaconduitforCallintegrations.Movingupwards,webegintoleveragethatplatformforkeyapplicationandmanagementareasthatenablemoreandmorecapabilityintotheenvironment.
• OperationsManagementisfocusedonenhancingandenablingtheoperationalaspectstoincludeEventenrichment,CloudOperationsandAutomation.
• Analyticslooksatbothreportinganddrivingamoreperformance-basedapproachtovisualizingandmanagingbasedoninsights.
• ApplicationDevelopmentprovidesanecosystemtoenableamoreagileandeffectiveapplicationdevelopmentframeworkonthePlatform.Thiscapabilityisutilizedbothforbuildingbusinessapplications,aswellasmanagingtheconfigurationoftheportfolioitself.
• ServiceManagementencompassesthecoreofITServiceManagement,aswellasEnterpriseServiceManagementareas,likeHumanResources,CustomerService,Facilities,etc.
• SecurityOperationsistheareaoftheportfoliothatenablesorganizationstodetectanderadicatesecurity-relatedrisksinastandardizedandgovernedmanner.
• BusinessManagementareahighlightscapabilitiesaroundmanagingthebusinesselementsthatimpacttheorganization.Thisisfocusedonmanagingportfolios,resources,andoverallgovernanceoftheenvironment.
• EngagementandExperienceareasontheleft,includehowconsumersinteractwiththecapabilitiesontheplatform.
• Ontherightside,it’sabouttheexternalizedintegrationsintosystemsofaction,reference,andofrecord.
Modernize
IntheModernizePhase,highlightedintheorangeboxes,organizationsbegintoimplementfoundationalcomponentstodeliverontheoverallrequirements.Thisphasefocusesontheinitialcapabilitiesrequiredtoincreasecustomersatisfactionbysolvingissuesfaster.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• Thecustomerserviceapplicationwillprovidetheframeworkforcustomers,agents,andothercustomersupportteamstomanageandresolvecustomerserviceissues.
• ThePlatformwillenabletheagentstoincreasecustomersatisfactionbysolvingissuesfasterbyenforcingSLAs,managingworkflow,leveragingKnowledge,andcross-departmentalcollaboration.
• Thecustomerscanaccesstheportaltoengageeffortlesslywiththeirsupportteamaswellasanyotherinformationtheyneed.
• Thecustomerwillbeabletoseeintoeverycorneroftheircustomerservicedepartment,andcustomerserviceissuesthroughreporting.
ThereisaforcemultiplierasitrelatestoServiceNow’soverallsolutionset.Theuseofcoreplatformfunctionality,suchasreporting,workflow,aswellastheCloudinfrastructure,deliversamoreenhancedsolutiontodeliverontheservicemanagementapproach.
8©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapIncreaseCustomerSatisfactionbySolvingIssuesFaster
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENT
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
CATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZE
NOTINSCOPE
Transform
IntheTransformphaseoftheJourney,organizationsbegintotakeadvantageofmoreandmoreplatformcapabilities.TheybegintoaddadditionalAnalyticsandIntelligenceintheoverallprocess.Thisphasefocusesonthetransformationalcapabilitiesrequiredtoincreasecustomersatisfactionbysolvingissuesfaster.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• TakeadvantageofadditionalplatformcapabilitiesthroughOpenFrametoconnecttheirphonesystems,orNotificationtoproactivelycommunicatewiththeircustomers–regardlessofchannel.
• UsePerformanceAnalyticstoexpandcustomeranalyticstomorestrategicviewsofcriticalKPIsandtrendsthatallowthebusinesstobepre-emptivewithproblemareasortrends.
• ProvideMobileaccessforcustomers,managers,agents,andothersupportingdepartmentstostayupdated,andtakeaction.
• Streamlinethewayservicesarerequestedanddeliveredbyestablishingaservicecatalogandrequestprocesstoprovideabetterexperienceandmakethecustomerexperienceeffortless,connected,andproactive.
9©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapIncreaseCustomerSatisfactionbySolvingIssuesFaster
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZETRANSFORM
NOTINSCOPE
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
Innovate
IntheInnovatePhase,organizationsnowhaveafirmfoundationofInsightandOperationaleffectiveness.Thisphasefocusesontheinnovativecapabilitiesrequiredtoincreasecustomersatisfactionbysolvingissuesfaster.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• Proactivelyprovideeffortlessandconnectedservice.• Centralizecustomerassetsinserviceengagementandeventmanagementto
automaticallycreateacaseorincidentonbehalfofthecustomer.• LeverageOrchestrationtofocusonremediatingorconnectingtoothersystemsto
attempttofixissuesbeforeacustomerserviceagentisinvolved,oracustomerisevenawareofanissue.
• PlaceaMidServerwithincustomers’environmentstomonitorandalert• LeveragewebservicesandRESTAPIstocommunicatebetweensystems
10©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapIncreaseCustomerSatisfactionbySolvingIssuesFaster
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZETRANSFORM
NOTINSCOPE
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
INNOVATE
Conclusion
Buildingonthepreviousimages,organizationscanseetheevolutionofcapabilitiesneededtodrivethissolution,fromModernize,toTransform,toInnovate.Customersarethelifelineofanorganization.Theproductsacompanybuilds,theservicestheydeliver,andthesystemsandtechnologiestheyputinplacealwayshavethecustomerexperienceinmind.Asorganizationslookintomarketing,legal,projectandportfoliomanagement,vendormanagement,andotherpartsofthebusiness,theyshouldeventuallymapbacktothecustomer.Thisphasefocusesonthefinalcapabilitiesrequiredtoincreasecustomersatisfactionbysolvingissuesfasterthroughcommoninteractions.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• BusinessManagement• DemandManagement• FinancialManagement• Governance,Risk&Compliance• ApplicationPortfolio• Project&Portfolio• VendorManagement
• Extensions• CommonInteractions
• ServiceManagement
11©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapIncreaseCustomerSatisfactionbySolvingIssuesFaster
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZETRANSFORM
NOTINSCOPE
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
INNOVATE
EXTENSIONS
COMMONINTERACTIONS`
• Legal• Marketing
PhasedInteractionsModernize
Buildingontheformatinthepreviousimages,thenextfewdiagramswillhighlightinteractionsamongcapabilitiesandareas.Thisshouldprovideaclearerpictureofwhat’shappeningbetweenthosecomponentsateachphaseoftheJourney.ModernizeUseCase:
• CustomeraccessestheLightSpeedCablemobileapptorequestanewsettopbox.• Fromthemobileoptimizedpage,thecustomerseestherequest,tracksitthrough
fulfilment,andthenregistersthenewdevice.• Aspartoftheonboardingprocess,thecustomerreviewsrelevantknowledgearticles,
content,andvideosregardingtheproduct.• Thecustomerfindsanarticlethattellsthemhowtoresettherouter.• Thecustomerfollowstheinstructionsandtheredlightisgone,butnowtheycannot
accesstheinternet.• Becauseofthis,thecustomerlogsacasetoAcmeSupport.• Theformasksforsomedetailsabouttherouter,whichthecustomerenters,andthis
informationisusedtoroutetothepropersupportteam.
12©2017ServiceNowAllRightsReserved Confidential
PhasedInteractionsIncreaseCustomerSatisfactionbySolvingIssuesFaster
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALL BUSINESSRULES
TIMETRACKING
OPENFRAME
EXTENSIONS
COMMONINTERACTIONS`
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
LEGENDMODERNIZE
REPORTING
HIGHLYAVAILABLE PAIREDDATA-CENTERS
PORTAL
FAULTTOLERANCE
CUSTOMERSERVICE
SLAMGMT
WorkflowAutomation
CaseResolution
Self-Service
AnalysisandReporting
KNOWLEDGE COLLABORATION WORKFLOW
ProductData
Transform
Thetransformphasebuildsuponthecapabilitiesavailableinthemodernizephasewithinteractionsandadditionalvalueelementstodelivertheoverallsolution.Atthispoint,organizationsstarttoseemoreinherentcollaboration,technologyintegrations,andbetteroverallvisibility.TransformUseCase(ContinuedfromModernizePhase):
• Bybeingserviceawareandknowingaboutthecableboxandcommonissuescustomershaveexperienced,organizationscanself-diagnose.
• WorkflowguidestheremediationprocessanddeterminesthataFieldServiceappointmentisrecommendedforresolvingtheissue.
• Thecustomerisableselectadayandtimethatbestworksfortheirscheduleandisnotifiedwiththeassignedtechnician.
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PhasedInteractionsIncreaseCustomerSatisfactionbySolvingIssuesFaster
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
EXTENSIONS
COMMONINTERACTIONS`
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
LEGEND
TRANSFORMMODERNIZE
REPORTING
SLAMGMT
PERFORMANCEANALYTICS
PORTAL
REQUEST
MOBILE PROBLEM INCIDENT CHANGE CMDB WEBSERVICES
CUSTOMERSERVICE
CATALOG
ITSMIntegration
ServiceRequests
DeviceIntegration
CustomerData
AnalysisandReporting
NOTIFICATION OPENFRAME
CTIIntegration
MobileEngagement
FIELDSERVICES
AssignandDispatch
Chat
Innovate
IntheInnovatephasetheinteractionsarekeytofinalizingthedeliveredsolution.Thisroundsouttheoverallapproachandsolutiondesign.InnovateUseCase(ContinuedfromPreviousPhases):
• Thecustomerserviceapplicationishighlyintegratedwithexternalsystems,andevenmonitoringcustomerproducthealth.
• ProductdataandContractandEntitlementserveasboundariesofengagementwithincustomerservice,andenforcetheproperlevelofsupportforacustomer.
• Eventautomationandautomatedremediationarebuiltintothecustomerserviceapplicationsothatcustomerservicebecomesmoreproactiveratherthanreactive.
14©2017ServiceNowAllRightsReserved Confidential
PhasedInteractionsIncreaseCustomerSatisfactionbySolvingIssuesFaster
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
EXTENSIONS
COMMONINTERACTIONS`
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
LEGEND
TRANSFORMMODERNIZE
INNOVATE
ORCHESTRATION EVENTMANAGEMENT
MIDSERVER
WEBSERVICES
CUSTOMERSERVICE
ASSET
AutomatedRemediation
EventAutomation
CMDB
ProductDataContractsandEntitlements
HighLevelIntegrationsArchitecture
Onceorganizationsunderstandtheinteractionsrequiredbetweencapabilitiestoincreasecustomersatisfactionbysolvingissuesfaster,theymaysay“Yes,buthowdowebuildintegrationswithexternalsystemstoarchitectforsuccess?”Ineverysolution,thereisthepotentialforexternalintegrationsintosystemsofreferenceorrecordthatprovideadditionalcapabilitiesnotfoundontheplatform.Theintegrationsarelinkedtotheircorecapability,andexternalsystemsaredenotedoutsideoftheCustomerServiceManagementecosystem.IntegrationsimportanttotheCustomerServicesolution:
• Customerserviceagentsmustunderstandtheaccounthierarchy,andcontractsrelatedtotheaccountthattheyareprovidingsupport.• ThisinformationmaybeintegratedfromERPsystemsthatarethesourceoftruth
forthistypeofinformation.• Whileagentsworkoncaseswiththeseaccounts,aCTIphoneintegrationhelpswith
routingphonecallstothecorrectagent.• Asagentsareworkingoncustomercases,theymayreceiveeventsfromanexternal
eventmonitoringsolutionthathelpstroubleshoottheissue.• Theproductinfrastructuremayhavedetailsaboutthecustomerthatneedtobe
integratedintothecasesotheagentcanaccesswhattheyneedwithinoneplace.• Productdefectsandbugswillbeescalatedintodefecttrackingsystems,andupdates
fromthosesystemswillbepushedbacktocustomerservicesotheyareaware.• CRMsystemsintegratekeysalesupdatestocustomerservice,andcustomerservicecan
updatesalesteamswithkeyserviceupdates.
CustomerJourney-Delivery
Finally,onceorganizationsknowhowtoimplementintegrationstoensuretheproperarchitecture,theymaysay“Yes,buthowdowefindtheappropriatetechnicalresourcestoassistwiththeseimplementations?”ServiceNowcustomerscanlooktoServiceNow’sProfessionalServicesteamtospeaktohowtheycanassistinensuringtheorganizationisabletocomealongforthejourney.ServiceNowhascreatedprescriptiveapproachestodeliveringthedefinedsolutioninaphasedapproach.
• EachphaseoftheCustomerjourneyincludes• AsetofConsultingapproachesfocusedonreadiness,assessment,andprocess
implementation• Implementationservicesforapplicationandcapabilityintegrations• Trainingtoeducateusers,operators,andteamsonhowtousethetechnologyto
achievetheagreeduponoutcomes§ ServiceNowoffersasetofprescriptivetrainingclassesforCustomerService
Managementadministratorsandagents,aswellasdifferentoperators.§ Duringeachphase,therewillbespecifictrainingelementstohelporganizations
getthemostvaluefromthesolution.• IntheTransformphase,trainingaroundPerformanceAnalyticswillhelp
themgetthemostfromdashboardsandmeasurementreportingontheappropriateKPIs.
17©2017ServiceNowAllRightsReserved Confidential
TheCustomerJourney- DeliveryIncreaseCustomerSatisfactionbySolvingIssuesFaster
CAPABILITIES
PHASE
MINDSET
IMPLEMENT
CONSULTING
TRAINING
MODERNIZE TRANSFORM INNOVATE
PLATFORM FOUNDATION
CSM ADMINISTRATION COURSEAGENT TRAINING
SOLUTION BASELINE & OUTCOME ASSESSMENTPROCESS IMPLEMENTATION WORKSHOPS
PLATFORM & DATA MIGRATION SERVICESINTEGRATION SERVICES
APPLICATION IMPLEMENTATIONPOST IMPLEMENTATION CHECK UP
SOLUTION BASELINE & OUTCOME ASSESSMENTPROCESS IMPLEMENTATION
ARCHITECTURAL WORKSHOP, ROADMAP WORKSHOPPERFORMANCE ANALYTICS WORKSHOP
SERVICE MAPPING
ORCHESTRATIONEVENT MANAGEMENT
SOLUTION BASELINE & OUTCOME ASSESSMENTPROCESS IMPLEMENTATION
ARCHITECTURAL WORKSHOP, ROADMAP WORKSHOPCUSTOMER EXPERIENCE WORKSHOPS
PLATFORM & CORE DATA SERVICES
INTEGRATION SERVICESAPPLICATION IMPLEMENTATION
POST IMPLEMENTATION CHECK UP
ADVANCED ADMINISTRATION
EXPANDED FULFILLER/AGENT TRAININGPERFORMANCE ANALYTICS
PLATFORM & DATA MIGRATION SERVICES
INTEGRATION SERVICESAPPLICATION IMPLEMENTATION
POST IMPLEMENTATION CHECK UP
EFFORTLESS CONNECTED PROACTIVE
CustomerService
Portal Knowledge Catalog Mobile Analytics Account360 DefectEvents OrchestrationServiceMgtOmni-Channel FieldServices
• IntheInnovatephase,ProfessionalServiceswilladdOrchestrationtrainingtohelpteamscreateintegratedandautomatedflowstodriverequestsandlifeeventsinalowtouchmanner.
NextStepsFormoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachouttogotohttps://www.servicenow.com/contact-us.htmlandclickonsalestofindtheofficenearestyou.