BUSINESS VALUE OF SERVICENOW HR SERVICE DELIVERY Make it easier for employees to get what they need while reducing costs and streamlining how you serve them. The state of work today is more complex than ever. Businesses are facing significant economic headwinds and challenges. As a result, leaders must adapt their operations to drive future market advantages. Now is the time for organizations to start digitally connecting their people, processes, and systems through a unified platform. The goal is to make it easier for all employees to get what they need, when they need it, by delivering an exceptional employee experience. Top 4 issues: • Having multiple department channels is not beneficial for organizations. • Services teams work in silos, adding extra time to workflows. • Cases turn into emails when other departments need to get involved. • When performance starts slipping, teams don’t have the information they need to hold the appropriate people accountable. The path to driving cost reductions and efficiencies with HR digital transformation Business value of Servicenow HR Service Delivery | 2 50% improvement in productivity for audit reporting 30% improvement in case triage and escalation productivity 40% 30% Many organizations have improved their shared services with ServiceNow. reduction in annual case volume improvement in case resolution productivity Source: Forrester Total Economic Impact of ServiceNow, 2020 Streamline and optimize interaction channels to deliver a seamless employee experience Every minute an employee is searching for the proper portal to find information or the correct channel to make a request takes time away from what they are best at. It’s a waste not only for them, but also for the service agents who must deal with common questions that could be deflected through self-service. A shared services organization can empower them to: Optimize end-to-end process workflows: The need for cross-departmental coordination is a huge drain on productivity, particularly with complex use cases, and sometimes causes cases to stall out. Use automation to retain the value of your legacy systems, eliminate the manual steps, and increase collaboration between departments. Gain operational visibility and analytical insights: When data analytics need to be evaluated by leaders across your enterprise, quality and consistency are important. You want a platform that has accurate reporting, easy-to-use dashboards, and analytics on key operational metrics. With these tools, you can better understand end-to-end performance and the trends of your shared services organization. Drive enterprise services management: Your employee’s experiences when making a request should be simple and painless, regardless of a task’s complexity or the team from which an employee needs help. They should be able to easily manage, transfer, and resolve cases and questions. By unifying services delivery across departments, services teams can share information quickly and hide the complexities of the process. With these capabilities, you can uncover more productivity with an unmatched technology foundation. The ServiceNow platform can condense multiple channels into a single, highly automated, efficient portal. Then, once that occurs, we offer low-code design tools your employees can use to take services delivery to the next level. Business value of Servicenow HR Service Delivery | 3 Business value of Servicenow HR Service Delivery | 4 A closer look at how you can transform the employee experience Streamline and optimize employee interaction channels End the hunt: Provide your workforce with a unified way to access multiple departments through their channel of choice. These actionable content experiences, powered by strong system integration, help employees get what they need a lot faster. Build a smart workforce: With easily accessible relevant information, your employees can start answering their own questions through self- service. Even complex tasks and topics requiring IT, HR, legal, facilities, or procurement will have case deflections when using more search, knowledge content, and chat. Slash the sprawl: Specialized systems may have short-term benefits for a department but are a headache for organizations looking for consolidated experiences. Aggressively reduce the number of systems that need to be maintained, and leverage content governance to ensure self-service information is current and clear. Optimize end-to-end process workflows Common platform: An employee doesn’t care about department silos. Automate common tasks such as onboarding, procure to pay, and legal processes to seamlessly orchestrate across teams. Better collaboration: Allow agents across service streams to have ownership of different segments within a workflow so they can resolve issues within their area of expertise. Empower your team: Give your people designer tools to create low- code apps to comply with smaller business requirements, support process flows, and drive agility. Gain operational visibility and analytical insights Drive enterprise services management Stop guessing: Give your leaders a single place to view configurable dashboards to track the effectiveness of new initiatives across all your services teams, including IT, HR, legal, workplace, and procurement. Be more strategic: Uncover inefficiencies and drive service excellence with the help of real-time process performance and insights at your fingertips. Stay on track: Ensure greater regulatory compliance across all your departmental services teams with information that will allow you to track issues and make quick decisions. Set for success: Each agent should have a dedicated, configurable agent workspace so they can quickly respond to employee inquiries and have access to case activity, attachments, and relevant fulfillment instructions. Expand the options: Boost efficiency by enabling agents to live chat, view attached articles, and review similar cases when dealing with an employee’s request. Simple tools can close cases faster. Business value of Servicenow HR Service Delivery | 5 CUSTOMER OUTCOMES How companies like yours thrive from shared services I’m incredibly passionate about leveraging ServiceNow as a platform product and being able to incorporate all of our business processes.” Nicole Tate-Pappas Director, Experience Management, Palo Alto Networks Palo Alto Networks transforms legal operations Palo Alto Networks wanted to reduce the number of legal resources being consumed by tool configuration and updates. With ServiceNow, the company simplified its legal catalog by centralizing all documents in a single location, with automated processes so employees could access information. Bayer delivers a digital platform for transformation 2.0 Bayer AG wanted to evolve from a regional to a global shared services model. It worked with ServiceNow to establish a digital foundation that integrated all its systems, offered consumer-grade experiences to its employees, and yielded greater operational savings. RESULTS RESULTS There is still a focus on efficiencies, specifically when we talk about corporate functions...But at the same time, the new thing that comes in is the experience piece.” Jan Toennissen Head of Digital Technologies, Bayer AG READ STORY READ STORY <12 80% 1 $10M 1 weeks to consolidate existing legal tools and launch new solution of agents will work in shared services centers by 2023 tool and one system of record to achieve transparency projected annual savings portal for centralized legal documents Case handling Productivity Improvement Annual case volume reduction 40% Case resolution productivity at service center 30% Case resolution productivity for shared services 20% Investigations Productivity Improvement Investigation resolution productivity for employee relations 25% Investigation resolution productivity for managers 20% Onboarding and transitions Productivity improvement Productivity for managers handling new hires 25% Productivity for managers handling employee exits 25% Reduction in new hires affected by onboarding issues 50% Productivity for new hires that experience onboarding issues 60% Operations and audit reporting Productivity improvement Productivity for HR staff 50% Business value of Servicenow HR Service Delivery | 6 Business value certified by Forrester Consulting Forrester Consulting can validate the business value of ServiceNow Shared Services solutions via Total Economic Impact™ (TEI) assessment data. TEI is a methodology developed by Forrester Research that improves a company’s technology decision-making processes and assists vendors in communicating the value proposition of their products and services to clients. It helps companies demonstrate, justify, and realize the tangible value of IT initiatives to both senior management and other key business stakeholders. All figures calculated below are based on metrics collected from ServiceNow customers as part of Forrester TEI studies, as well as customer surveys and interviews, as a commissioned validation on behalf of ServiceNow. Source: The Total Economic Impact™ Of ServiceNow–Validated Financial Model Data: Validated default inputs and benefit metrics for ServiceNow solutions, February 2022 Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. For more information, visit forrester.com/consulting. Productivity benefits Calculations of savings you could achieve Below are estimates of how much organizations of various sizes could save using ServiceNow. Financial benefits Use our free Value Calculator to see how much your organization could save based on its unique circumstances, then download an insightful business value brief for additional background and details. Number of employees Number of HR cases per year Number of new hires per year Employee turnover Expected savings 10,000 50,000 400 16% $3,252,960 25,000 125,000 1,000 16% $8,132,400 50,000 250,000 2,000 16% $16,264,800 Business value of Servicenow HR Service Delivery | 7 About ServiceNow ServiceNow (NYSE: NOW) makes the world work better for everyone.