GLOBAL IMPACT REPORT 2023 SERVICENOW GLOBAL IMPACT REPORT 2023 2 OUR TECHNOLOGY ENVIRONMENTAL SOCIAL GOVERNANCE DATASERVICENOW & ESGTABLE OF CONTENTS At ServiceNow, our goal is to be the defining enterprise software company of the 21st century (DESCO21C). It’s what drives us, along with our corporate purpose: We make the world work better for everyone. Led by this purpose, we continue to evolve with our stakeholders —employees, customers, investors, partners, suppliers, and communities—as we enable everyone to contribute to a more sustainable, equitable, and ethical world. For ServiceNow, environmental, social, and governance (ESG) is more than just words on a page. It’s a mindset. A business imperative with tangible growth and risk management at its core. We believe that executing an ESG strategy that deliberately aligns with our business strategy, culture, and values helps us drive long-term value creation WE MAKE THE WORLD WORK BETTER FOR EVERYONE by expanding our customer base and deepening our relationships. Creating positive impact for society and the environment delivers against critical business objectives – deeper stakeholder engagement, stronger risk management, and a culture of innovation. These are compelling outcomes in any environment but as we face an unprecedented global landscape, they are crucial to developing a resilient business and a more sustainable world. Our company values • Wow our customers • Win as a team • Create belonging • Stay hungry and humble SERVICENOW GLOBAL IMPACT REPORT 2023 3 OUR TECHNOLOGY ENVIRONMENTAL SOCIAL GOVERNANCE DATASERVICENOW & ESGTABLE OF CONTENTS ENVIRONMENTAL GOVERNANCE Corporate governance and business ethics 52 ESG governance Business ethics Emerging technology and ethics 54 Security and data privacy 55 Security Data privacy Business continuity 57 2023 and beyond 59 DATA ESG materiality 61 Stakeholders 62 Memberships and recognitions 63 Policies and statements 64 Cloud certifications, authorizations, and attestations 65 Greenhouse gas emissions 66 Human capital 68 Community engagement 69 Sustainability Accounting Standards Board 70 Global Reporting Initiative 71 Task Force on Climate- related Financial Disclosure 79 United Nations Sustainable Development Goals 82 SOCIAL Investing in the power of our people 32 Attracting and retaining talent Workplace health and safety Learning and development Building an outstanding team RiseUp with ServiceNow 36 Diversity, Equity, and Inclusion 37 Sustained progress New goals and new strategic programs Employee Belonging Groups Supplier diversity Community engagement 44 Total Social Investment In-kind donation program Signature programs Employee engagement Contents SERVICENOW & ESG About this report 4 Use of forward-looking statements 5 Letter from our CEO 6 About ServiceNow 8 Our 2022 global impact highlights 9 Our ESG strategy 10 OUR TECHNOLOGY ServiceNow Platform delivers on our purpose 12 Digital transformation for purpose and profit 13 Technology solutions for people and our planet ESG Command Center New ESG-related solutions New ESG-related software integrations ESG partner ecosystem Climate and energy 21 Progress against our Science- Based Targets Our approach to net zero Carbon-neutral cloud Responsible procurement 25 Waste 26 Water 27 Sustaining our planet 19 Acting with integrity 50 Annex 60Creating equitable opportunity 30Accelerating ESG impact through technology 3 The world works with ServiceNow 11 SERVICENOW GLOBAL IMPACT REPORT 2023 4 OUR TECHNOLOGY ENVIRONMENTAL SOCIAL GOVERNANCE DATASERVICENOW & ESGTABLE OF CONTENTS Our third annual Global Impact Report provides a comprehensive, year-over-year update on our environmental, social, and governance (ESG) strategy, initiatives, and metrics, with highlights of our plans. We continue to mature and drive progress on our ESG commitments and investments that our 20,000-strong employees have made possible across the organization and our broader stakeholder ecosystem. How we drive global impact: We focus on operationalizing our ESG strategy through delivering and disclosing on key commitments, targets, policies, initiatives, and stakeholder engagement. We’re pleased to report that our ESG strategy and year-over- year progress continue to resonate with our stakeholders, addressing their expectations for greater governance and disclosure around our ESG material issues. In 2022, we increased our strategic focus by applying the new best practice of double materiality. ESG material issues were assessed and reprioritized based on the impact on enterprise value, as well as the impact on society and the environment. Additionally, our ServiceNow Platform for digital business is helping our customers and partners achieve more of their own ESG goals for greater impact and value creation. In this report, we’ll highlight the evolution of our strategy and progress across our ESG material issues. How we govern our efforts: Our board and management team oversee our ESG strategy. Our management reports at least twice a year to the Nominating and About this report Global Reporting Initiative (GRI), 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). With the revised GRI Universal Standards, we’ve changed how we talk about our ESG material issues to address key components of this revision, including positive and negative impacts on the economy, environment, and people; related commitments and policies; actions to manage the topic; effectiveness of those actions; and engagement with stakeholders. In addition, we’re closely monitoring global developments in ESG-related regulations and reporting requirements to align accordingly. Unless otherwise noted, the data reflected in this report covers ServiceNow’s global operations for fiscal year 2022, representing Jan. 1 through Dec. 31, 2022. 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. This year’s report PDF is ADA compliant. Governance Committee (NGC). The NGC reviews and discusses with management the company’s ESG programs, initiatives, and progress against goals. Our management also reports at least twice a year to the Audit Committee. The Audit Committee reviews and discusses with management the regulatory environment and associated reporting requirements, and the controls and procedures supporting the company’s ESG disclosures. In addition, our Compensation Committee oversees human capital management. Our enterprisewide ESG Steering Committee, under the leadership of our CFO, helps guide our ESG strategy, goals, progress, and key initiatives. Our additional management steering committees and councils help address specific priorities such as risk and compliance, data governance, and others. Our greenhouse gas (GHG) emissions, purchased and generated renewable energy (RE), purchased carbon offsets, and net emissions were once again verified by Apex, a third party, in accordance with ISO 14064-3. How we report our progress: Our voluntary ESG reporting references the Our ESG material issues • Business continuity • Climate and energy • Community engagement • Corporate governance and business ethics • Diversity, equity, and inclusion • Emerging tech and ethics • Our people • Responsible procurement • Security and data privacy • Technology solutions for people and our planet • Waste • Water • Workplace health and safety SERVICENOW GLOBAL IMPACT REPORT 2023 5 OUR TECHNOLOGY ENVIRONMENTAL SOCIAL GOVERNANCE DATASERVICENOW & ESGTABLE OF CONTENTS This report contains “forward-looking statements” that are based on our management’s beliefs and assumptions and on 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, as well as 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. Forward-looking statements represent our management’s beliefs and assumptions only as of the date of this report. We undertake no obligation and do not intend to update the forward- looking statements. Use of forward-looking statements SERVICENOW GLOBAL IMPACT REPORT 2023 6 OUR TECHNOLOGY ENVIRONMENTAL SOCIAL GOVERNANCE DATASERVICENOW & ESGTABLE OF CONTENTS Letter from our CEO When I think of ServiceNow’s responsibility to make a positive impact on the world, I’m reminded that none of us is as smart as all of us.