Innovation of the Year Award

ServiceNow gains incredible inspiration from its customers. And the ServiceNow Innovation of the Year Award is one way to recognize the creativity that customers demonstrate in solving business problems for their organizations. There have been hundreds of submissions since this program started – here are the past Innovation of the Year Award winners and finalists.

To gain even more inspiration from what others are doing on ServiceNow, visit the ServiceNow Community.

Winners

  • 2015
  • 2014
  • 2013
  • 2012
  • 2011
National Cancer Institute – Knowledge Management & Mobility

National Cancer Institute LogoSRA in partnership with the National Cancer Institute created an application for the technical support staff to provide mobile access and visibility in to critical information.

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Knowledge Management & Mobility, or KM² builds a culture of inherent and mutual trust between technicians and customers by giving IT staff focused access to the information they need to provide top-notch service. Technicians scan a QR barcode with a mobile device and are provided immediate access to information such as office floorplans, asset information, detailed customer information, incident history (and creation), device-specific technical documentation, vendor support agreements, information to re-order supplies, and device history. This solution enables the NCI to migrate to a new, improved way of managing and finding documentation and related knowledge.


The impact will be realized every day for years to come and from now on, NCI's cancer research and treatment will be more efficiently supported, without frequent disruption.

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Plat4mation – Facility Management System

Plat4mation LogoPlat4mation created a Facility Management Information System on ServiceNow complete with a graphical room reservation application integrated with Microsoft Exchange.

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This app’s most innovative functionality includes the meeting room reservation module and visualization capabilities. A physical touch screen device, synchronized with ServiceNow, mounted outside of each meeting room, shows availability for instant booking regardless of time zone, browser or building location. Users can see Gantt chart-like overviews of room availability and 3D building views, and can even order lunch or equipment right from the app.


And Microsoft Exchange integration means employees can book meeting rooms using Outlook, a ServiceNow portal or the BookNow reservation system within the app.

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Target - Appointment Booking

Target LogoTarget support engineers created a custom branded, walk-up appointment booking application - built on the ServiceNow platform. This custom app handles scheduling of planned appointments directly through either the ServiceNow platform or a dedicated iPad app. It allows employees to walk up and create a support appointment in person, or a concierge can handle check-in and assigning work.

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Engineers can create an incident ticket to track work with one click. They then work with the employee to resolve their issue on-site, or they can escalate to the next level of support. Support has moved completely out of call centers, and administrators can now track a slew of new metrics to ensure their service goals are met.

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Morrison & Foerster - Automated Migration

Morrison & Foerster LogoThe award-winning entry from Morrison & Foerster used ServiceNow Orchestration to automate a company-wide Windows7 migration for 2,500 users across 16 offices and three continents.

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The innovation included automated timing for notifications, scheduled tasks for IT analysts, email archive export/imports, exchange migrations, custom dashboards, inbound email actions, and more. Morrison & Foerster estimates they saved 9,840 people hours in this project by automating with ServiceNow.

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Pacific Life – Incident Location Map

Pacific Life LogoThe very different, but equally innovative, submission from Pacific Life used location-based services to overlay an incident-based heat map on a floor plan with employee location.

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Through a single view, Pacific Life IT can easily find employee locations on any floor of the building and determine which have open cases. Pacific Life believes 50 percent of their incidents require a desk-side visit and they expect this innovation will save hundreds of hours per year in technician time.

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Verisign – Data Center Management

Verisign LogoVerisign used the ServiceNow platform to build applications to manage their data center assets. First, they created an app to manage more than 125,000 IP addresses and 1,800 subnets, including support for more than 7,000 IPv6 addresses and 30 IPv6 subnets. Then, they created a data center power and space management application complete with visualizations of Verisign data center floor maps and server racks, all of which are tied back to Verisign's Configuration Management Database (CMDB) in ServiceNow.



CERN – Service Portal

Cern LogoAs one of the world's largest and most respected centers for scientific research, CERN created the CERN Service Portal, an intuitive and interactive interface that allows over 10,000 CERN employees and visiting scientists to request more than 650 services.

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These services included office and laboratory infrastructure, safety services including medical services and the fire brigade, computing infrastructure, and many more. Additionally, CERN implemented a configurable, real-time search engine that optimizes search results while maintaining a < 300ms response time. The resulting webpages include categorical rankings that enable an enhanced, user-friendly experience.

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Finalists

  • 2015
  • 2014
  • 2013
  • 2012
  • 2011
GE Capital – Risk Vulnerability Assessment Tool

GE Capital LogoA key pillar to operations infrastructure at GE Capital is their Business Continuity Management Program- encompassing crisis management, business continuity and IT disaster recovery. The team modernized processes, provided an easier method to quickly identify top risks and introduced a capability to correlate data across location, risk type, frequency, and several other values.

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The business now has the ability to perform scenario-based risk analysis and can model scenarios where a specific risk takes on more 'weight' due to frequency or geo-political conditions - and all this is done in an automated fashion, allowing the business to respond and identify risks faster. This has provided a single source of record for IT and Business processes for the entire BCMP program, and a modern, browser-based user interface that makes inputting data, analyzing the data, scenario planning and modeling and reporting faster than ever before.


This application represents a concrete milestone into becoming a more integrated business where IT is enabling and driving business value.

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Oak Ridge National Laboratory – Vulnerability Management Module

Oak Ridge Natianal Laboratory LogoOak Ridge National Lab suffered a sophisticated cyber-attack. The damage was extensive and forced ORNL to shut down email and disconnect the entire lab from the Internet. In just 4 months, Oak Ridge National Lab created the Vulnerability Management Module to cut vulnerabilities in half and reduce risk and costs.

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ORNL identifies over 100,000 vulnerabilities each month and each of them has the potential to shut down the lab once again and cost millions of dollars. Prior to their innovation, they were drowning in a sea of unpatched vulnerabilities, and Cyber Security staff did not have a way to adequately assess overall risk.


Now, ORNL has automated vulnerability using a risk-based approach. Daily scans import directly in to the CMDB each night to determine vulnerabilities. Tickets are generated automatically when vulnerabilities are found. Dashboards and reports provide visibility into what vulnerabilities are open, who owns them, and the status of the tickets. This allows the lab to focus on breakthrough science and R&D without the constant fear of cyber attacks.

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Swiss Re – Everything as a Service Portal

Swiss Re LogoRequesting services can be an inconsistent, inefficient experience when dealing with multiple internal service providers. To alleviate this, Swiss Re created “ContactOne” - to manage requests to Logistics, Human Resources, IT and Information Research.

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This consistent service delivery approach delivers a consistent user experience to customers. A mobile-first design provides a clean and intuitive dashboard where users can easily navigate to all corporate functional tasks & service requests generated within various systems with single click actions. Other features include dynamic search results, predictive analytics, Lync integration to connect calls directly from the portal, and feedback capabilities.


Since going live, Swiss Re have achieved a 80% first resolution rate, improved reporting, anywhere/anytime mobile access and are able to offer an “Amazon-like” shopping experience to their employees.

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United States Postal Service – Nationwide Stamp Fulfillment Application

United States Postal Service LogoThe US Postal Service partnered with Accenture to develop a mobile-compatible stamp fulfillment application to improve insight into inventory levels, eliminate out of stock inventory, and decrease the disposal of unpurchased stamps.

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The application manages stamp inventory nationally and locally, strategically moving inventory between post offices to meet demand - preventing the unnecessary reprint of a high selling stamp due to awareness of locations with excess inventory.


Additional features of the solution include stamp lifecycle, nationwide Google Maps for visually tracking stamps, burn rate for high/low inventories by postal location, and homepage integration to USPS twitter feed to monitor #Stamps. The application was built in just 3 weeks and has saved USPS over 1.6M dollars.

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Autodesk – Phone Number Provisioning

Autodesk LogoTo streamline the provisioning of phone numbers within its Active Directory system, Autodesk created an app in ServiceNow to create a completely automated zero-touch process.

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Integrations with Active Directory and Active Roles Server via SOAP automated the entire workflow required to provision, monitor, track, update and even de-provision phone numbers. When users select a phone number from the available pool of numbers, the app automatically assigns, updates and synchronizes the record. The workflow maintains the assigned phone numbers in a single system of record and triggers the creation of a ticket if any conflicts are identified. The process of requesting a new or changed phone number was reduced from days to less than a minute (from the initial request to fulfillment), and is now completely automated – freeing up IT resources to tackle other work.

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Barclays – Major Incident Collaboration

Barclays LogoThe collaboration required to resolve major incidents within an enterprise is a significant challenge and typically involves a huge amount of communication across multiple and disconnected media, including email, telephone and chat. MIMZone, an application developed by Barclays on ServiceNow, provides a single collaboration portal merging all the disparate communications used to manage and resolve major incidents.

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Regardless of the groups, users or systems impacted, this application has significantly reduced mean time to recovery (MTTR) for major incidents. Now, all incident information is integrated and available in a single place and all the communications mechanisms can be accessed directly through a single portal.

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Eli Lilly – Learning Administration Request System

Eli Lilly LogoLearning Management Systems (LMS) often lack workflow automation capabilities making critical processes that require cross-organizational coordination manual and difficult to track.

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To support the introduction of a new LMS, Eli Lilly and partner KPMG built a workflow-based Learning Administration Request System on ServiceNow to automate the workflow to support this critical area of an enterprise. As a result, Eli Lilly has seen a reduction in costs and processing time, an improvement in contract management and the ability to automate more workflows and processes.


The new Learning Administration Request System allows administrators to seek approvals prior to making additions, modifications or deletions in the LMS for courses, curriculums, assignment profiles, the learning catalog and more.

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ProHealth Care – Medical Device Management

ProHealth Care LogoSimple IT tasks like deploying software patches are much more critical when those patches need to be deployed to medical equipment and when security concerns need to be stringently managed. So, collaboration between the IT and Biomed teams at healthcare organizations like ProHealth Care is a must – not only to more efficiently provide services - but to adhere to regulatory demands.

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Rather than invest in another point solution to replace its legacy Biomed application, ProHealth Care built a custom app on ServiceNow to automate complex processes and manage a growing number of network-connected medical devices. This app displaces two existing applications and delivers management of medical device assets throughout their lifecycle. In addition, it provides scheduling of preventative maintenance against those assets, the introduction of a new end-user service catalog of Biomed requests, full contract and parts management, time tracking for Biomed technicians, and web service integrations with ECRI -- a medical standards organization that provides standardized asset classification and issues recall alerts based on those classifications.


Now, administration has been simplified and issue tracking and resolution is coordinated, fortifying IT’s ability to deliver fast time to value with new capabilities that require cross-department collaboration.

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Verisign – Asset iOS Consoles

Verisign LogoTo simplify a series of sophisticated workflows and improve asset management, audit execution and lab system provisioning, Verisign developed a collection of consoles presented on iOS devices - all built on the ServiceNow platform.

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The Front Office Inventory Console tracks assets entering and exiting the global service team’s inventory rooms. Asset ownership and activity is tracked right down to the individual owner of the asset and can be managed across the asset lifecycle.


The Personal Inventory Audit Console connects to a barcode scanner, and provides access to complete and accurate information while audits are being conducted. The console allows for automated and immediate changes to be made right from the configuration management database (CMDB).


The Lab Build Console automates processes and tasks including those governing the movement of gear, power and space planning and facilities provisioning required for lab builds in the company’s production data center.


These three consoles have allowed Verisign to deliver better budget forecasting, conduct rapid and accurate audits and save significant time in lab deployments.

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Sephora - Managing Heavy Business Demand

Sephora LogoDue to Sephora's rapid growth, many of the functional business areas launched a boom of IT-dependent project requests, but IT had no process or tool to manage this heavy business demand. The IT team at Sephora imported data from all 900 active projects, and created a score card project portfolio application in ServiceNow - ranking projects by business unit, counting projects within that unit, and providing a status report on each project.

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This custom app has been one of the most effective applications Sephora IT have ever put into production. It's now used as a dashboard at functional meetings, and IT executives carry the data around to show other business units. In fact, this app led the CIO to describe ServiceNow as the "IT Swiss Army Knife" - not only managing all their day-to-day ITSM operations but extending service delivery outside IT into the business.

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MetroPCS - HR Efficiency Program

MetroPCS LogoHR at MetroPCS services requests from 3,500 employees, plus regional HR in more than 12 markets - and were doing much of that through a manual process with little visibility.


When the HR team saw the success that IT had with ServiceNow, they promptly asked them to build an application for them. The new HR efficiency application was built in less than one workday, and the rest of the process of researching, testing and deploying their custom app took less than four weeks.

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Results have been extremely positive. HR has experienced a measurable increase in internal collaboration, and they have clarity into the volume of requests. The HR team now has all the reporting and metrics they need, and peaks and valleys of demand are clearly visible.

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GE Asset Management - HR On-Boarding

GE Asset Management LogoTo fulfill global hiring, transfer and off-boarding requirements, HR at GE Asset Management used an internally built system to create work requests. But IT personnel were required to move back and forth between multiple systems, causing frequent delays. The solution to this was the creation of the Human Resources on-boarding custom application in ServiceNow.

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Now, with the new application in place, GE Asset Management has successfully consolidated three systems into one. Now, employee on-boarding, transfers and off-boarding are 100 percent automated, and time to complete a contractor request has been reduced from 15 minutes to just two. The team has also reduced system maintenance from 84 hours a year to just 10.

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Tickets.com - Major Event Management

Tickets.com LogoTickets.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 great user experience. But, the functional team had no good way to calendar, track progress, confirm approvals and maintain historical records for major events. The solution to this was the creation of a custom app in ServiceNow.

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The success of this app has been overwhelming. Since inception, Tickets.com has reduced its labor cost by approximately 20 percent, while improving their success rate to nearly 100 percent. Tickets.com has set records for selling out venues such as Boston's Fenway Park and continues to remove complexity both internally and externally.

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KPN - Self-service portal with Gamification

KPN LogoKPN created a completely new worker interface and end-user self service portal using the ServiceNow content management system. They even added an end-user incentive program (gamification) to stimulate the use of the portal and promote self service.



Swing Shift - Band Management For Music, People And Gigs

This DC-based big band built a portal to manage music, gig calendars and people for an 18-piece jazz band. Their app includes modules for charts (songs), chart lists, albums, individual members, jobs, rehearsals, set lists and venues.



World Wide Technology - Integrated Deployment Tool

World Wide Technology LogoWorld Wide Technology developed a way for deployment groups to perform automated code deployments for any type of release directly from ServiceNow. This app currently includes automated code deployments for WebMethods, Salesforce.com, Oracle (database changes through OMM packages: DDL/PLSQL/etc), and XML rules.


Intel – Dynamic Change Workflows

Intel LogoIntel eliminated complexity by using ServiceNow to create dynamic change management workflows.

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Tapping into the flexibility of the ServiceNow platform, Intel created a handful of standard change management workflows and approval structures to be used by hundreds of unique services. These standard workflows define their own deviation from standard process at runtime based on constantly changing approval group requirements.

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Key Energy – Field Safety Incidents

Key Energy LogoKey Energy uses ServiceNow to manage everything from truck maintenance to safety response incidents in the field.

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Key Energy used ITIL practices as a foundation to create evolved processes that fit the specific requirements of its business. Specifically, Key Energy uses ServiceNow to help improve equipment uptime to nurture safety, promote environmental health and increase crew productivity.

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Kimberly-Clark – Event Monitoring

Kimberly Clark LogoKimberly-Clark developed a monitoring system on the ServiceNow platform to reduce costs, eliminate duplicate incidents, and achieve better reporting and control.

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This new monitoring system replaced an expensive legacy tool, helping Kimberly-Clark save $250,000 in annual maintenance costs.

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Qualcomm – Service Kiosks

Qualcomm LogoQualcomm created a service request kiosk application on the ServiceNow platform to improve customer service.

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The kiosk application is provided at Qualcomm IT walk-up centers and allows employees to rapidly request and receive hardware, software and IT services. The application provides employees with increased visibility into the status of their request and makes more efficient use of IT resources.

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