GLOBAL IMPACT REPORT 2024 SERVICENOW GLOBAL IMPACT REPORT 2024 2 OUR TECHNOLOGY ENVIRONMENTAL SOCIAL GOVERNANCE DATASERVICENOW & ESGTABLE OF CONTENTS WE MAKE THE WORLD WORK BETTER FOR EVERYONE ServiceNow is unified by the common belief in the transformational capacity of technology. In 2023, this led us to achieve new heights. We joined the prestigious Fortune 500® list for the first time in company history. We’re on track to reach $10+ billion in annual revenue in 2024. We delivered over 5,000 new innovations, leading with our first mover advantage to become the enterprise AI platform for choice. Most importantly, ServiceNow used the power of our platform to give back. The American Opportunity Index ranked ServiceNow as the only technology company in the Top 5 because we ensure that the employees building this great company are also being rewarded with a great life. For the fourth year in a row, ServiceNow scored a 100 rating in the Human Rights Campaign’s Equality 100 Award: Leaders in LGBTQ+ Workplace Inclusion. We were also named a “Best Place to Work for Disability Inclusion.” These are important milestones in our journey to become the defining enterprise software company of the 21st century (DESCO21C). We continue to pursue that ambition guided by our corporate purpose: We make the world work better for everyone. We evolve with the global market and our stakeholders—employees, customers, investors, partners, suppliers, and communities—as we enable people to contribute to a more sustainable, equitable, and ethical world. As ServiceNow pioneers a new era of business transformation across industries, we consider our environmental, social, and governance (ESG) strategy to be an essential driver of our ongoing growth. We have a responsibility to our stakeholders—and the world—to get this right. Our values Wow our customers Win as a team Create belonging Stay hungry and humble Our stakeholders • Employees • Customers • Investors • Partners • Suppliers • Communities SERVICENOW GLOBAL IMPACT REPORT 2024 3 OUR TECHNOLOGY ENVIRONMENTAL SOCIAL GOVERNANCE DATASERVICENOW & ESGTABLE OF CONTENTS Contents SERVICENOW & ESG We make the world work better for everyone 2 About this report 4 Use of forward-looking statements 5 Letter from our CEO 6 About ServiceNow 8 Our 2023 global impact highlights 9 Our ESG strategy 10 OUR TECHNOLOGY Putting AI to work for people 13 Technology solutions for people and our planet 14 ESG Command Center Sustainable IT Technology streamlines ESG reporting ServiceNow.org Continuous innovations with NowX 19 ENVIRONMENTAL Sustaining our planet 20 Climate and energy 23 Our carbon footprint Progress against our S B T i goals Engage with stakeholders to achieve environmental goals Responsible Procurement— sustainable sourcing Operationalize to embed sustainability across the organization Decarbonize to meet emissions targets Waste 31 Water 32 SOCIAL Creating equitable opportunity 33 Our people 35 Building an outstanding team Workplace health and safety Attracting and retaining talent Learning and development RiseUp with ServiceNow Diversity, equity, and inclusion 41 Pay equity Approach to DEI Accessibility Employee Belonging Groups Responsible procurement— supplier diversity Community engagement 46 Localization Total Social Investment Employee engagement GOVERNANCE Acting with integrity 49 Corporate governance and business ethics 51 Corporate governance Business ethics Emerging technology and ethics 53 Security and data privacy 54 Business continuity 55 DATA Annex 56 ESG materiality 57 Stakeholders 58 Membership and recognitions 59 Cloud certifications, authorization, and attestations 60 Policies and statements 61 Greenhouse gas emissions 62 Human capital 64 Community engagement 65 Sustainability Accounting Standards Board (SASB) 66 Global Reporting Initiative (G R I) 67 Task Force on Climate-related Financial Disclosure (TCFD) 79 United Nations Sustainable Development Goals (UN SDGs) 82 SERVICENOW GLOBAL IMPACT REPORT 2024 4 OUR TECHNOLOGY ENVIRONMENTAL SOCIAL GOVERNANCE DATASERVICENOW & ESGTABLE OF CONTENTS About this report Our fourth annual Global Impact Report shows the advancement of our ESG strategy and the progress across our 13 ESG material topics. Our goals and effectiveness are gauged through our metrics and targets—and guided by our ESG governance structure. The Global Impact Report 2024 builds on our three previous years of dedicated reporting and disclosure and captures the commitments and investments that our 22,500+ employees make possible. Our report communicates our strategy, initiatives, metrics, and alignment to globally recognized ESG reporting standards. We’ve matured our approach to focus on the requirements of reporting frameworks and to prepare for regulations that will go into effect in 2024 and beyond. The Global Impact Report 2024 is the single source of ESG-related disclosure for our stakeholders, and we continue to adapt the report to meet market and regulatory expectations and show progress on our multiyear commitments. How we drive global impact: We continue to pursue and achieve ESG goals. Our ESG strategy and year-over-year progress disclosures resonate and build trust with our stakeholders and help them reach their own ESG goals. This report provides context for our journey and supporting data. We apply a double materiality assessment to prioritize our ESG material topics. This assessment includes the impact on our enterprise value as well as society and the environment. We show you how the ServiceNow platform for digital business helps us—as well as our customers and partners—reach goals, impact people and the planet, and create value for the enterprise. How we govern our efforts: Together, our board and management team oversee our ESG strategy. At least twice a year, our management reports to the Nominating and Governance Committee (NGC) and discusses our ESG programs, initiatives, and progress against goals. Our management also reports at least twice a year to the Audit Committee, where they jointly review and discuss the regulatory environment and associated reporting requirements, as well as the controls and procedures supporting the company’s ESG disclosures. In addition, our Compensation Committee oversees human capital management. Our enterprise-wide ESG Steering Committee, chaired by our CFO, helps guide our ESG strategy, goals, progress, and critical initiatives. Additional management steering committees and councils help address specific priorities, such as risk, compliance, and data governance. In accordance with ISO 14064-3I, Apex, a third party, once again verified our 2023 greenhouse gas (GHG) emissions, purchased and generated renewable energy (RE), purchased carbon offsets, and net emissions. How we report our progress: Our voluntary ESG reporting references the Global Reporting Initiative (G R I), Sustainability Accounting Standards Board (SASB) Software and IT Services standards, the Task Force on Climate-Related Financial Disclosure (TCFD), and the UN Sustainable Development Goals (UN SDGs). To ensure everyone has access to complete information about our ESG journey, this report is ADA-compliant. Unless otherwise noted, the data reflected in this report covers ServiceNow’s global operations for fiscal year 2023, representing Jan. 1 through Dec. 31, 2023. This report contains figures that have been rounded or approximated. Certain reclassifications of data from previous public disclosures may be made to conform to the current period presentation. Our ESG material topics Tier 1: • Business continuity • Climate and energy • Corporate governance and business ethics • Diversity, equity, and inclusion • Our people • Security and data privacy Tier 2: • Community engagement • Emerging technology and ethics • Responsible procurement • Technology solutions for people and our planet Tier 3: • Waste • Water • Workplace health and safety SERVICENOW GLOBAL IMPACT REPORT 2024 5 OUR TECHNOLOGY ENVIRONMENTAL SOCIAL GOVERNANCE DATASERVICENOW & ESGTABLE OF CONTENTS Use of forward-looking statements This report contains “forward-looking statements” that are based on our management’s beliefs and assumptions, as well as information currently available to management. Such forward-looking statements include information concerning our possible or assumed global impact strategy relating to future operations, potential growth opportunities, and plans and objectives of management. Forward-looking statements include all statements that are not historical facts and can be identified by terms such as “anticipates,” “believes,” “could,” “seeks,” “estimates,” “targets,” “expects,” “intends,” “may,” “plans,” “potential,” “predicts,” “prospects,” “projects,” “should,” “will,” “would,” or similar expressions and the negatives of those terms, although not all forward-looking statements contain these identifying words. Forward-looking statements involve known and unknown risks, uncertainties, assumptions, and other factors that may cause our actual results, performance, or achievements to be materially different from any future results, performance, or achievements expressed or implied by the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include, without limitation, changes in global economic conditions; unexpected delays, difficulties, and expenses in executing against our ESG goals set forth in this report; and changes in the environmental or other regulatory landscape. Further information on factors that could cause or contribute to such differences include, but are not limited to, those discussed in the section titled “Risk Factors” in our most recent Annual Report on Form 10-K and our most recent Quarterly Report on Form 10-Q filed with the Securities and Exchange Commission (SEC) and in our other SEC filings. We cannot guarantee that we’ll achieve the plans, intentions, or expectations disclosed in our forward-looking statements, and you should not place undue reliance on our forward-looking statements.