The future is bright The ServiceNow advantage for Service Operations Want to learn more about technology ServiceOps? Visit Servicenow.com/serviceops ServiceNow automates and optimizes technology services and operations with our market-leading IT service management and IT operations management products built on the single cloud-based Now Platform. Standardizing on ServiceNow’s platform dramatically reduces operational friction, facilitates automation, cuts resolution time, and gets incident alerts to the right team the first time. ServiceNow’s ServiceOps approach ensures organizations can develop a shared set of guiding principles and rules to promote trust and confidence in the data and automation provided by the platform. • Expand technology services while reducing costs • Deliver extraordinary employee experiences, resiliency, and productivity • Drive technology best practices with optimized, efficient processes ServiceNow makes technology ServiceOps practical today. Security DevOps End-user management Lines of business Governance, risk, compliance Product teams Engineering FinOps and cloud Non-IT functions, such as HR and finance 48% 44% 38% 35% 32% 32% 32% 30% SRE23% 29% What impact has ServiceOps had on your organization? Drama-free implementation – practical approach makes sense to people doing the work less wasted time morale is better in a less stressful work environment “Better work environment – less friction between the two teams” ServiceOps directly addresses IT’s highest-priority objectives and challenges Which teams other than service and operations benefit from coordination of service and operations? Which areas or use cases benefit most from coordination of service and operations? Which technologies are most important to unify service and operations? …and it also makes immediate use of new technologies If GenAI can accurately automate or transform a function, which capabilities would have the most value to your organization? Mainstream and on the rise – 75% of organizations report active ServiceOps initiatives High value/low cost – benefits are immediate, enterprise-wide, and always positive Leverages technical capabilities and human talent, cutting waste and cost as it goes 20% 51% 25% 4% Transformative it has redefined service excellence and business alignment Very positive it has streamlined cross-functional processes and workflows Positive cross-functional collaboration has improved Too early to tell Service agents and ITOps engineers report a significant improvement in their productivity ITOps able to do more with the same level of staff ServiceOps is all about a digital foundation for business success ServiceOps is on the rise because it directly addresses top CxO and IT priorities using mainstream technologies (AI, automation, and cross-functional workflows) to deliver high benefits while cutting costs, and… …it makes sense to the people who are doing the work. 36% 31% 30% 30% 27% 26% 21% 21% 19% Higher productivity and less wasted time Improved end-user experience More efficient cybersecurity Faster time to find and fix problems (MTTR) Ease of team engagement and collaboration Streamlined processes and workflows Better employee morale Decreased costs More innovation ServiceOps reduces friction, waste, delay, and cost caused by overlap, gaps, conflicting organizational goals, and disjointed processes Enterprise-wide benefits extend beyond service and operations Employee productivity Cloud management Cross-functional workflows Incident management/response User experience Security Governance, risk, compliance 35% 34% 31% 30% 29% 27% 25% Top ways that ServiceOps teams use automation and AI: • Incident response • Collaboration/communication • Security • Cross-functional workflows • GRC ServiceOps uses technology that is already in place and well understood… 38% 38% 34% 33% 32% 32% Workflow automation A platform for enterprise-wide visibility and action AI/ML/analytics, AIOps Shared knowledge workspace Busines context: discovery and service mapping Self-service options to offload routine tasks Automation for unattended action Common data model IT service and IT operations have different charters and skillsets, but … It takes both to deliver world-class IT business service 46% 41% 40% 40% 36% 35% 34% 29% Real-time identification of business context, dependencies, and impact Identification and engagement of people and resources needed for action Knowledgebase article creation with ongoing updates Immediate and accurate triage and routing of tickets Summarization of issue, case, and incident Recommendations for agents that are useful and accurate Virtual agent or assistant that end users like and use Post-incident resolution notes IT-driven business results ServiceOps = two teams/one goal… A technology-enabled approach to unifying IT service and operations IT Services There is no downside What are the results when service and operations are effectively unified (ServiceOps)? 49% 45%