ServiceNow Custom Applications - 5th Annual Shared...

ServiceNow Custom ApplicationsA Showcase of Customer-Built Apps Powered by the ServiceNow Platform

092413.2

Custom Applications | 1

ServiceNow – The Enterprise IT Cloud Company

The Future of IT: Managing Service Relationships in the Enterprise

The ServiceNow Service Automation Platform

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.

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 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.

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

“ “


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

Single ArchitectureSingle System of Record

Facilities Legal

ServicesProcessesPeopleLocationsAutomated tasksAssetsConfiguration items

Data modelCode baseWorkflow engineUser interfaceApp dev capabilitiesWeb services interfaceAPI

Procurement Finance HR Marketing Sales ServicesIT


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

Lemminkäinen ............................................................................................................................................................................. 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


“This was a cultural change for IT.”Sabine Berger | Actelion

SolutionService catalog to replace

paper-based system

Company Size2,467

Annual Revenue1,728 million CHF

HeadquartersSwitzerland

BeforeAs a high-growth company, Actelion is rapidly expanding their workforce and ecosystem. But Actelion’s new employees and affiliates around the world did not have the tools they needed to be productive from day one.

AfterTraining two and a half thousand employees and partners to use the service catalog would have been costly and disruptive, and with ServiceNow they didn’t 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

“


Solution Consolidation to a

single IT portal

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

Annual RevenueN/A

HeadquartersUK

BeforeUniversity 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.

AfterSince 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.


With ServiceNow, I would never say never to anything!”Mark Flexman | Bournemouth University

“


People have a visual of what’s going on, how it’s 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

HeadquartersUK

BeforeAn 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.

AfterBrit 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.



“This is a win-win proposition for us.”Vijo Menon | Broward Health

SolutionBuilt a service catalog in

about three months

Company Size8,313

Annual Revenue$920 million

HeadquartersUSA

BeforeWith 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.

AfterBroward 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 IT’s role within the business. Now, the CIO’s motto can really resonate: IT is an enabler.



Solution ITGRC controls module

Company Size 820

Annual Revenue$17.5 Million

HeadquartersUSA

BeforeCareWorks 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.

AfterThe 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.

“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 that’s really why I looked at ServiceNow.”Bart Murphy | CareWorks

“


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

HeadquartersSwitzerland

BeforeCERN 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.

AfterCERN 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

“


Solution Automated workload management system

Company Size 10,500

Annual Revenue$10,336.3 million

HeadquartersUSA

BeforeC.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.

AfterC.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.


Our teams are demonstrating their worth in a way I haven’t seen before. Now it’s hard to see what business groups would do if they didn’t have these apps.”Stacey Fournier-Thibodaux | C.H. Robinson


Solution Management of soda

machine requests

Company Size 146,200

Annual Revenue$46,542 billion

HeadquartersUSA

BeforeCoca-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.

AfterThird 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.



Solution A central delivery incident management dashboard

for the organization

Company Size 7,500

Annual Revenue€54 million

HeadquartersGermany

BeforeDPD, 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.

AfterNow, 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.



Solution CIO project management

dashboard

Company Size 2,700

Annual Revenue$1.89 billion

HeadquartersUSA

BeforeAfter 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.

AfterThe 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.


“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 Employee safety and environmental health

Company Size 8,500


HeadquartersUSA

BeforeKey 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.

AfterKey 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.



“We can trust our CMDB now.”Nathan Gee | Kimberly-Clark

SolutionEvent management

Company Size57,000


HeadquartersUSA

BeforeKimberly-Clark needed an event monitoring solution that was more scalable, provided better reporting and control, and that cost significantly less than their previous tool.

AfterKimberly-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.



Solution Self-service portal to

encourage user self help

Company Size 31,084


HeadquartersThe Netherlands

BeforeFor 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.

AfterKPN 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.


“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 Business operations

Company Size 8,200

Annual Revenue€2.3 billion

HeadquartersFinland

BeforeLemminkäinen 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.

AfterLemminkäinen 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.


Solution HR efficiency

application

Company Size 3,500


HeadquartersUSA

BeforeHR 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.

AfterStart 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.


“ServiceNow is not just a SaaS solution for us; it’s 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 A migration workflow including automated

notifications and scheduled tasks

Company Size 3,500


HeadquartersUSA

BeforeWhen 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.

AfterUsing 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.


It’s a moment in one’s career when you say to colleagues, ‘gosh darn it, that was pretty darn cool’.”James McKenna | Morrison & Foerster


Solution A games portal for

managing game location, tickets, teams, facilities

and more

Company Size 500

Annual Revenue$300M

HeadquartersUSA

BeforeIT 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.

AfterThe 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.



Solution Vendor portfolio

management application

Company Size 3,061

Annual Revenue$3,749 million

HeadquartersUSA

BeforeIn 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.

AfterThe 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 organization’s relationship with a vendor.


“


It’s 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

HeadquartersUSA

BeforeCustomer 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.

AfterIn 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.


“


We achieved ROI when that first call came in.”Gavin Bills | Pacific Aluminium

Solution Rapid service desk

deployment

Company Size 850


HeadquartersAustralia

BeforeAs 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 company’s 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.

AfterPartnering 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.


Solution User location application

with interactive maps

Company Size 3,500


HeadquartersUSA

BeforeThe 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 user’s name. This wasted time and resources and made incidents difficult to track.

AfterThe 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.


Solution Walk-up IT customer

service kiosks

Company Size 17,500


HeadquartersUSA

BeforeQualcomm’s 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.

AfterQualcomm 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.



Solution Mobile inventory

management application

Company Size 820


HeadquartersUSA

BeforeInventory 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.

AfterThe 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.


“


Found from best brand websiteModify logo

http://www.sephora.com/

We decided to address other business needs to show our value because the business doesn’t really appreciate ITSM. They know that it works, but they don’t know how or why.”Javier Rodriguez | Sephora

Solution Project enhancement

workflow

Company Size 5,000

Annual Revenue$326.3 million

HeadquartersUSA

BeforeSephora 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 Sephora’s 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.

AfterIT 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”.



Solution Walk-up appointment

booking application



HeadquartersUSA

BeforeTarget 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 call-center-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.

AfterThe 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.


“56% of all the requests that have come in for mobile device incidents request help through the ServiceNow instance.”Erich Selvig | Target

“


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


HeadquartersUSA

BeforePork 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.

AfterThe 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.


Solution QR code mobile

scanner application


students & faculty

Annual RevenueN/A

HeadquartersUSA

BeforeThe 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.

AfterThe 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.



Solution Facilities management

Company Size 12,500 faculty & staff

Annual RevenueN/A

HeadquartersUSA

BeforeThe 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.

AfterWithin 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.


“

Solution An “on sale” module

for ticket sales

Company Size 201-500

Annual RevenuePrivately held

HeadquartersUSA

BeforeTickets.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.

AfterThe 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 Boston’s Fenway Park and continue to remove complexity both internally and externally.


There was a tremendous opportunity to build great things (with ServiceNow).”Greg Crowder | Tickets.com


Solution Data center management

Company Size 1,050


HeadquartersUSA

BeforeVerisign’s 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.

AfterPower 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.


“


Solution Automated code

deployment

Company Size 2,200

Annual Revenue$5 billion

HeadquartersUSA

BeforeAt 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.

AfterWWT feels it has just scratched the surface. ServiceNow’s 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.


Our entire IT organization uses ServiceNow.”Sarah Goellner | World Wide Technology, Inc.

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ServiceNow Custom Applications - 5th Annual Shared...

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