Put AI to work for nonprofits Maximize your mission impact 2 Nonprofits are at a crossroad. The challenge: turning disruption into opportunity in an increasingly complex world The global development sector is at a pivotal moment. On one hand, the demand for services is accelerating, while economic instability is creating pressure on programs, funding, workforce, and the ability to deliver. In other words, organizations must now find a way to do more, with less. The challenges of technology adoption and results within nonprofits vary. In some cases, a patchwork of home-grown tools built over time no longer fit modern needs. In other instances, a variety of applications that solved yesterday’s functional problems are beginning to inhibit tomorrow’s collaborative work. In more mature settings, a sprawl of systems across data, tools, and infrastructure has created massive technology debt. Leaders, identified as Pacesetters in our research are using new technologies including AI based platforms to breakthrough the complexity and provide a path forward to meet the critical needs of the moment. From our founding in 2004, ServiceNow had a very simple vision to be in the service of people. Our founder, Fred Luddy, built a cloud-based platform that would enable non-IT employees to route work effectively through their organizations. Fast forward 21 years, the creation of ServiceNow.org focused on bringing the transformational capacity of technology to nonprofit organizations — because we recognize the unique needs of the sector. This guide will serve as a roadmap to illuminate a path toward aligning organizational strategies with digital strategies to optimize IT costs, streamline nonprofit operations, and create richer, more high value experiences for donors, personnel, volunteers and beneficiaries. With our dedicated team we can bring multiple decades of experience working for and with nonprofits, leading to a broad understanding of the nuanced nature of the nonprofit sector globally. This guide outlines three areas where ServiceNow.org can help in achieving the organizational goals of nonprofits through digital transformation. • Unified IT Management on one AI ServiceNow Platform to effectively manage IT services, ensuring seamless operations and leveraging technology to enhance overall efficiency. • Connected Workflows to streamline and automate work across a connected workforce, fundraising and management, volunteer onboarding, collaboration, and targeted beneficiary services. • Upleveled Experiences to enable faster, smarter, consumer-grade digital engagement with donors, employees, volunteers and beneficiaries to maximize the value of every interaction. Together, we believe that these capabilities can not only help in your own operations but unlock the power of a platform that helps adapt and scale outreach and operations across a globally connected ecosystem. Empowering you to share resources, drive down costs, and deliver the social, economic, and environmental impact that the world needs. We believe strongly that when your business works, your mission works. We look forward to partnering with you to make the world work better for everyone. President, ServiceNow.org 3 Introduction Unified technology Connected workflows Upleveled experience AI in every corner of your nonprofit 4 4 8 8 11 11 22 22 24 24 4 ServiceNow.org for nonprofits Put AI to work for nonprofits Bringing the transformational capacity of technology to nonprofits Dedicated nonprofit digital transformation experts 2025 Increasing global economic uncertainty, workforce challenges, pressing societal problems Voice of nonprofit leaders: 77% Have increase in demand for services Preferred partners Alignment to our philanthropic mission for shared impact A burgeoning nonprofit customer community Do more with less 50% Do not have the funds to deliver However, 5 Digital transformation delivered benefits Put AI to work for nonprofits But a hornet's nest of complexity has emerged 90% Broken experiences Report that donor, volunteer, beneficiary engagement is not meeting needs ~50B Disconnected work Lost in managing disconnected work, processes, manual tasks 3/4 Fragmented technology Lack data, systems or have widespread fragmentation or use home grown software Billing Volunteer deployment Beneficiary experience Field service Beneficiary services Volunteer onboarding Asset management Strategy- programs and services CRM Fundraising campaigns HR management Fund management Advocacy and community building Grant management Volunteers Employees Donors 6 The ServiceNow advantage Put AI to work for nonprofits Consumer-grade stakeholder experiences, enterprise-grade operations on a single purpose-built AI platform OMNI-CHANNEL Consumer-grade stakeholder experiences SCALABLE Enterprise-grade operations SINGLE Purpose-built AI ServiceNow platform Unified technology Connected workflows Upleveled experiences BeneficiariesVolunteers Employees Donors 7 Unified technology Automate and integrate global service functions and unify data on a purpose-built AI platform Unify technology and systems to extract more value from legacy applications, create a single source of data and rationalize application spend.