Shift to Innovation to Achieve the Lightspeed Enterprise

© 2017 ServiceNow All Rights ReservedConfidential

Shift to Innovation to Achieve the LightSpeed Enterprise

Chris BediCIOServiceNow

© 2017 ServiceNow All Rights Reserved 2Confidential

ServiceNow Is A Fast-Growing, Global Company

~4,800 Employees

Major SitesSilicon Valley, San Diego, Seattle,

Amsterdam, London Sydney, Tel Aviv, Hyderabad

$28M $64M$128M

$683M

$1B

’16

$1.39B

‘09

$244M

$425M

$1.39 Billion In Annual Revenue

‘10 ‘11 ‘12 ‘13 ‘14 ‘15


Global Enterprises In Every Industry Rely On ServiceNow

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


FasterTo Market

A New Generation Of Company Is Disrupting The Old

More Transparency

New Experience

Logos on this slide are the trademarks or registered trademarks of their respective holders and not ServiceNow


Work

Incidents

Requests

Cases

Tasks

Departments

IT

HR

Services

Security

Emai l , Spreadsheets , Forms, Messenger, Ca l ls

Most Companies Stuck In An Old Work Model


A New System Of Action Is Needed

W O R K F LOW &

AU TO M AT I O N

Request Service

Self-Serve

Real-Time Source of Truth

Machine Notifications

R E Q U E S T E R

Prioritize & Assign Collaborate

Automated Action

Solve Issues

A C T I O N E R


Energized Employees

Game ChangingEconomics

Higher Service Levels

The ServiceNow System Of Action™


NowPlatform

Nonstop Cloud

CloudServices

Secure & Compliant ScalableMulti-instance

WorkflowEngine

SingleDatabase

ContextualCollaborati

on

ServiceCatalog

ServicePortal

Subscription &

Notification

KnowledgeBase

DeveloperTools

Intelligent Automation

Machine Intelligence

Benchmarks

Analytics

BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE

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The ServiceNow System Of Action™


PLAY VIDEO

The Lightspeed Enterprise™


First Audience Polling Question

Which of these would you estimate is closest to your balance of investment in run the business versus change the business?

A. 90% (or more) run – 10% (or less) changeB. 80% run – 20% changeC. 70% run – 30% changeD. 60% run – 40% changeE. 50% (or less) run – 50% (or more) change


How Do You Get Out Of “Run Mode”?

• Mindset Shift

• Metrics – “Out with the old….in with the new”

• Relentless Automation


Incidents Per Employee Per Service


“Run Mode” To Innovation

Shifted IT Spend From Run To Innovation

2013 2014 2015 2016 $200

$210

$220

$230

$240

$250

$260

$270

$280

$290

$300

Revenue per Employee

($10

00)

Employee Productivity Improvement


IT | Marketing Alignment

Strengthen the Foundation

Contact/Account Quality: Build a rich contact database, augmented by external data, allowing capture of contact’s role and contextMarketing Automation Excellence: Drive best in class capabilities & processes through Eloqua to increase marketing effectiveness

Data Management: Establish data management cadence to increase contact & data integrity

Database Size• Grow Marketable Database

15% QoQ

Count Silos• Leads Generated• Meetings

Campaign Reporting• # Leads by Campaign• Role/Level Composition• Dept. Composition

Analysis• Ad Hoc/Manual• Enable Self-Service

Current Goals Target GoalsDatabase Health• 90% of G2K Top 10 Roles• 3+ Contacts per Enterprise• 1+ Contact for Commercial• % Growth YoY

• MQLs + 15%• Meetings + 36%• Opps +22%

Pipeline Contribution• Lead Conversion to opportunities or

above: 2-5% increase• 32% contribution to Pipeline

Marketing Effectiveness• Visibility & ROI of Marketing spend:

$CPL

Initiative Effectiveness• Lead Disposition: 15% Max Rejection

rate• ROI campaign success?• Program optimization?• Lead yield management?

GDC Effectiveness• Lead Velocity: # days in stage (TBD)• # of connects• # of meetings

Sales Marketing Alignment: Ability for the GDC to effectively manage leads and progress to the next level

Closed Loop Reporting: Deliver a single source of truth for marketing programs and pipeline contribution

Analytics & Insight

MRM (get off spreadsheets): Processes and systems for campaign planning, budgeting, and analysis

Productivity

BI Effectiveness: Ability to quickly answer frequent questions regarding Marketing data/programs


Aligning To Business Outcomes


Innovation Imperatives

Customer Experience

Business Velocity

Actionable Intelligence


Journey To Lightspeed

Velocity Unstructured work patterns

Process codified with routine tasks

automated

Process transparent and automated

Machines completely manage

the process

Actionable Intelligence

Manual reporting and fragmented

data

Basic efficiency KPIs (volume, cycle time)“Rear view mirror”

Effectiveness KPIs Customer Sat KPIs

Real-time predictive analytics

Self-learning machine intelligence

ExperiencePhone calls, Emails, Spreadsheets used

manage work

Online portals; Generic mobile

capabilities

Mobile first experience tailored

to the individual

Platform proactively executing work

based on individual actions and needs

Manual Automated Cloud Lightspeed


Second Audience Polling Question

Of the four stages of the journey to the Lightspeed Enterprise, which stage best represents your IT department today?

A. ManualB. AutomatedC. CloudD. Lightspeed


Lightspeed Metrics

Current:

Lightspeed:

Productivity

• Run vs. Grow

• % of work eliminated or fully automated

Stakeholder Satisfaction

• Net Promoter Score (NPS)

• % issues resolved via self service

Velocity

• Issue and Request cycle times

• % of work proactively executed

Financial

• IT opex % of revenue

• Margin contribution


Lightspeed Skillsets

Process Architects

Business Value Analysts

Technology Portfolio Managers

Business Relationship Managers

Cloud Contract Negotiators

89%

88%

72%

68%

Article: Five Must-Have Skills for IT Professionals in the Cloud-First Era

Nearly 9 in 10 companies who have completed the shift said their IT staff lacked the skillsets to help

Many said the shift increases IT’s relevance

Two-thirds said IT will become essential

Most feel cloud could replace a formal IT department at

least some of the time

https://servicematters.servicenow.com/five-must-skills-professionals-cloud-first-era/


Third Audience Polling Question

Looking across your entire enterprise and considering the four stages of the journey to the Lightspeed Enterprise, which stage best represents your entire company today?

A. ManualB. AutomatedC. CloudD. Lightspeed


Lightspeed Enterprise Outcomes

3400 requests per year to 0

100% Request elimination

Reduction in L1 Requests

$253K

63% increase in # of controls

30%Productivity Savings (increase in # of controls per Support Staff)

$700K

Internal Audit Controls

Simplified process to reduce hurdle

87% Increase in Patent Applications

Patent Process

IP Management

Average processing time from 16 to 3 hours per case

81% Productivity Savings

$700K

HR Case Management ~4000 cases Annually

400% increase in incident volume

93% Productivity Increase

$1.1M

ITSM Team Productivity

From 1 month down to 2 weeks per major release

50% Decrease in release time

Development Velocity

$980K

Avoided the addition of 5 FTEs


Legal Contracts Automation

$1M

4500 hours manual work eliminated


Finance Close Process

$335K


Want to Learn More?Visit our website.

Chris Bedi CIO ServiceNow

https://www.servicenow.com/solutions/align-it-demand-to-business-strategy.html/?cid=s:slide1


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Shift to Innovation to Achieve the Lightspeed Enterprise

Technology

Transcript of Shift to Innovation to Achieve the Lightspeed Enterprise