Create a differentiated service experience for enterprise customers with Service Bridge While enterprise customers want consumer-like experiences, the reality is that most have to swivel chair to another tool to make requests and receive support from their service provider and then manually copy the updates back into their internal system. The process is cumbersome, slow and error-prone. Service providers on the other hand have invested heavily in dedicated support staff, custom portals and integrations to better serve their enterprise customers. Yet these efforts have kept the cost to serve high, have not measurably improved NPS and CSAT, and are poorly integrated with partners. Service providers need a new approach that better addresses customer needs and capitalizes on the value of the ecosystem. With many enterprise customers and partners already using ServiceNow, Service Bridge, an application included with the Technology Provider Service Management and Telecommunications Service Management products, provides and easy path to the solution. Reimagine the enterprise customer experience and fuel growth Service Bridge lets enterprise customers make service requests and receive support with their service provider from their own ServiceNow instance, without having to swivel chair to another system. It securely powers the flow of work across the ecosystem, between the service provider and their enterprise customers and partners that also use ServiceNow, ensuring frictionless experience that makes it easy to collaborate and process requests while giving users the convenience of working in their own ServiceNow environment. Service Bridge further transforms the business by accelerating and opening up new revenue opportunities, and unlocking efficiencies that enable scale and growth. ServiceNow instances are connected using a simple registration process, eliminating slow and costly integrations that can delay revenue by months. Partner supply chain, system integrator, and field service capabilities are easily integrated into workflows to grow new revenue streams and increase differentiation. Service Bridge provides customers with a seamless experience, whether on the cloud or using on-prem solutions. Additionally, it allows technology providers to upgrade independently of their customers, streamlining the registration process and enabling them to easily scale to thousands of Service Bridge connections, enhancing supportability and scalability. BENEFITS Reimagine the enterprise customer experience Let enterprise customers request services and support from their service provider from their own ServiceNow instance for a more integrated experience. Fuel revenue growth Grow revenue faster with rapid customer and partner onboarding onto your ecosystem and with quick updates to subscribers’ service catalogs. Unlock efficiency and scale Standardize a low-cost approach for connecting enterprise customers and partners that use ServiceNow and increase automation with connected ecosystem workflows. SOLUTION Service Bridge is an application included in both the Technology Provider Service Management (TPSM) and Telecommunications Service Management (TSM) products. Ecosystem enabled by Service Bridge Service Bridge makes it easy to collaborate, while giving users the convenience of working in their own ServiceNow environment. Our customers are lining up to go live with Service Bridge. – Colin Mead VP, Global Technical Services Pure Storage Customer and partner onboarding Be revenue-ready faster with a simple registration process for enterprise customers and partners that use ServiceNow. Authorized user Manage and control access at the catalog item level to meet security and compliance requirements. Remote catalog Let enterprises make requests directly from their ServiceNow instance and refresh subscriber service catalogs as new items are introduced. Remote choice Ensure up-to-date field options in subscriber service catalogs by pulling data in real-time from the technology provider ServiceNow instance. Proactive case Deliver proactive service notifications directly to enterprise customers’ ServiceNow instances for fast action. Remote task Reduce swivel-chairing and increase automation with seamless multi-party and multi-instance workflows across the ServiceNow ecosystem. Transform framework Transforms inbound and outbound remote task data for easy processing between ServiceNow instances. Status updates Provide enterprise customers transparency with status updates in their ServiceNow instance as requests flow across the ecosystem. Integrated partner workflows Easily leverage partner capabilities to expand and differentiate products and services. Remote Process Sync Simplify setup, improve supportability, and enhance the scalability of the Service Bridge solution © 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com Service Bridge Subscriber Registration screen Service Bridge Remote Catalog screen Service Bridge Value Impact Analysis BEFORE METRIC AFTER About 8 weeks or longer of integration effort per customer Time to revenue About an hour to walk-through registration with a customer Integration costs for each update to the service catalog Costs per service catalog update Minimal, requires simple refresh of the service catalog High volume of assisted support interactions Cost to serve Reduces assisted support interactions by up to 50% Key Service Bridge capabilities