1 Achieve exceptional business outcomes with Now Create Our implementation expertise available on demand START 2 The value of guidance Where do I start? What should I do next? What is the best decision? Whether it’s your first ServiceNow implementation project or you’re expanding use of the Now Platform, whether you’re an industry expert or a technical pro, you’ve probably asked yourself these questions. And with Now Create, you can get the answers. We designed Now Create to help every person involved in the planning and delivery of a ServiceNow implementation project— and not just at the beginning but at every step, from start to finish. Whatever your role, whatever your level of expertise, you can get the practical guidance you need to do your job the best way possible. Now Create gives you access to the structured processes and leading-practice assets that drive higher quality and more predictable results—with a faster time to value. We remove uncertainty so you can spend less time wondering if you’re doing the right things and more time actually doing them. You don’t have to rely on risky hunches or best guesses. Best of all, you’ll achieve the amazing business outcomes you envision. Let’s take a closer look. Today’s “fuse-to-value” is short. And the patience for long, drawn-out projects is over." - Bill McDermott CEO ServiceNow 3 Expertise, on demand First things first: What does Now Create do? It provides the step-by-step guidance you need to deliver successful projects with ServiceNow. At ServiceNow, we’ve worked closely with customers in thousands of successful projects. We learned a lot about what works and what doesn’t. With Now Create, we’ve used that insight and experience to develop proven methodologies for ServiceNow implementation projects. We’ve also packaged that expertise in assets with product-specific guidance so you can achieve specific outcomes with ServiceNow. Before you start a project, Now Create guides you through the definition of the activities, skills, and resources you need to succeed. This helps you optimize effort across your team—whether part of the customer organization, a partner, or ServiceNow team members. In an intuitive and simple experience, Now Create also walks you through the steps for a successful project. During your first ServiceNow project, Now Create is like an experienced mentor that can help you check all the boxes and cover all the bases. For ServiceNow practitioners, Now Create offers an extensive library of detailed and evergreen leading practices that will keep you at the top of your game. 6,234+ SUCCESSFUL IMPLEMENTATIONS 50+ countries DELIVERED ACROSS 700+ IMPLEMENTATION ASSETS AND GROWING ALL THE TIME 4 Ready for implementation Now Create provides consistent implementation guidance to create predictable outcomes in any implementation approach. Now Create can be the sole methodology to guide the project whether you are working with a partner and ServiceNow to implement—or self-implementing with your own internal teams. For projects that incorporate many different solutions and technologies, Now Create can complement a broader methodology, offering leading practice guidance for ServiceNow components of your overall transformation. The right guidance for your project Have you ever worked with a methodology but struggled to figure out how to apply it and implement a product to achieve a specific outcome? Now Create removes this guesswork, providing step- by-step guidance for specific projects, and specific outcome goals. You can quickly start planning and executing your project— and improve the speed and quality of delivery while reducing risk. USED ACROSS CUSTOMERS, PARTNERS, AND OUR OWN SERVICENOW TEAM OF EXPERTS 5 Success starts with our core methodology The Now Create core hybrid waterfall methodology includes sequential project phases and exit gates as the foundation for ServiceNow projects. There are five project phases applied across all ServiceNow projects: Initiate: Understand the business objectives; establish program governance; establish the project team; formally kick-off the project Plan: Conduct process, platform, and integration workshops; define, review and prioritize the product backlog; release planning; finalize the project timeline; document the test strategy; setup the environment Execute: Run agile scrum cycles; define support processes and hypercare approach; execute communications and awareness roadshows; plan for system and user acceptance testing Deliver: System testing and user acceptance testing; go-live planning; operational readiness; training; go-live Close: Operational handover; hypercare support; lessons learned; measure value and champion success; formally close the project Initiate Plan Execute Deliver Close Exit Gate Exit Gate Exit Gate Exit Gate Full view of the methodology 6 Success Packs adapt methodology to projects Our methodology and associated workstreams, processes, tasks, templates, and assets are organized into Success Packs based on specific outcomes for ServiceNow products. Let’s say you want to implement ServiceNow ITSM to automate helpdesk functionality and enable self-service. The ITSM Intelligent Automation Success Pack specifies what you need to implement ITSM with Virtual Agents and intelligent ticket routing with Predictive Intelligence for ITSM and more to achieve that outcome. Beyond step-by-step guidance, the Success Pack also provides contextual recommendations and other capabilities to help you achieve your desired outcome. Let’s look at some specifics Workstreams For an implementation, the methodology establishes for each Success Pack seven workstreams to complete an implementation: • Value Management and Analytics • Project and Program Management • Architecture and Technical Governance • Design, Build, and Unit Test • Testing • Organizational Change Management • Support 7 Process and tasks by workstream Each workstream then highlights specific processes and tasks to be executed. For example, under the Organizational Change Management workstream, a Success Pack specifies what Organizational Change Management processes should be executed by project phase: • Initiate phase processes: • Execute phase processes: - Define Strategy - Execute Communications - Train Project Team • Deliver phase processes: • Plan phase processes: - Enable Training - Conduct Change Workshops • Close phase processes: • Close phase processes: - Conduct Surveys Assets and content by task Recommended tasks are provided for each process, supported by rich assets such as templates, leading practice instructions, data packs, project accelerators, and more to help manage and execute the task. These assets may work across multiple Success Packs or be specific to a Success Pack aligned to drive a specific outcome for a ServiceNow product. For example, the “Train Project Team” process has two tasks: “Project Team Training Needs” and “Plan and Execute Training Courses.” Within the task, guidance specific to the product and desired outcome are recommended. In the ITSM Intelligent Automation Success Pack, specific training plans are provided in the “plan and execute training course” for building skills and knowledge to implement and use Virtual Agents, a key component of automating IT service. Initiate Plan Execute Deliver Close Organizational Change Management Define Strategy Train Project Team Conduct Change Workshops Execute Communications Enable Training Conduct Surveys Details of a workstream including tasks by methodology phase 8 Browse our initial Success Packs ITSM Success Packs • ITSM Intelligent Automation • Operate IT as a Service • ITSM Modernize IT Service Management ITAM Success Packs • Hardware Asset Management Foundation • Software Asset Management Foundation ITBM Success Packs • Foundational Application Portfolio Management Implementation • Foundational Project and Portfolio Management Implementation • Operate IT as a Service HR Service Delivery Success Packs • Employee Lifecycle Journeys • Employee Service Delivery Foundation • Unified Service Center Now Platform Success Packs • Create Your Own App • Establish the Platform Foundation and Security • Integration with External Solutions Customer Service Management Success Packs • Modernize Customer Service • Transform Self-Service Using ServiceNow Communities Field Service Management Success Packs • Field Service Management Digital Foundations Security Operations Success Packs • Security Incident Response Accelerated • Security Operations Implementation Assessment ITOM Success Packs • IT Operational Management Discovery, Service Mapping, and Event Management • IT Operations Management Health • IT Operations Management Optimization • IT Operations Management Visibilty - Discovery and Service Mapping • ITSM Modernize IT Service Management • Operatie IT as a Service DevOps Success Pack • Foundational Enterprise DevOps Risk Success Packs • Business Continuity Management Implementation • Governance, Risk, and Compliance Implementation Workplace Service Delivery Success Packs • Workplace Service Delivery Foundations 9 Making it simple and fast to find what you need to succeed It’s simple to find the Success Pack or assets you need for your project. You can use filters to zero-in on what you want or a text-based search. Success Packs are organized by ServiceNow product and each specifies the outcomes you can achieve by following it. Understand the big picture When you click on a Success Pack, a chart displays showing you the phases and processes. You can click into the processes associated with each phase and see the associated tasks. Processes and tasks are aggregated into logical workstreams based on the defined business outcomes for the project. Prepare for Process Workshop(s): To plan and prepare for the process workshop to ensure discussions are effective and attendees are prepared for the meeting. See more Ú Prepare for Process Workshop(s) Search for a Success Pack or specific asset and access training too! Users can drill directly into each task for the Success Pack workstreams.