ServiceNow IT Service Management Slow, complex, and unreliable legacy IT solutions are slowing you down Your enterprise asks a lot of your IT organization. But delivering exceptional IT services is infinitely harder when your legacy IT tools, systems, and processes can’t keep up with the needs of the business. Your work day is regularly spent feeling frustrated and overwhelmed instead of evolving and innovating, leading to: • Poor employee experiences riddled with manual processes, long resolution times, and disconnected tools and teams • Wasted time, money, and productivity maintaining old systems that are incompatible with new technologies • Unclear visibility into service performance, preventing your teams from using reliable data to address critical business needs You need IT solutions that are fast, smart, and reliable We know that when your IT works, your enterprise works. ServiceNow IT Service Management (ITSM) intelligently delivers resilient IT services on one AI platform for business transformation, helping IT organizations: Powered by one AI platform, one data model, and one architecture, ServiceNow ITSM automates core processes like incident, problem, knowledge, and change management. It also improves workforce and process effectiveness, simplifying decision-making using analytics and reporting. And the Now Platform® provides the foundation, revolutionizing how organizations automate and scale their IT service operations across the enterprise. Results that deliver real value to your enterprise Why do 85% of the Fortune 500 use ServiceNow ITSM? The data says its all: Let’s explore how our products make the world work better for everyone. Accenture • Industry: Professional Services • Location: Global • Employees: 740,000 Challenges • Siloed and complex IT infrastructure management platforms • Disparate ITSM processes • Unable to predict incidents before they impacted employees Solutions • IT Service Management • IT Operations Management • Now Platform® Results • 45% reduction in mean time to resolution (MTTR) • <1 minute from alert to incident creation • 97% of discoverable assets managed 1. Business Value of ServiceNow Service Operations (2023) Elevate employee experiences and satisfaction 68% reduction in service maintenance1 30% increase in incident resolution productivity1 30% decrease in incident volume1 Boost staff productivity while reducing costs Ensure service resilience while increasing business agility CUSTOMER STORIES Leading companies are choosing ServiceNow ITSM to make the world work Read More Read More Elevate employee experiences and satisfaction Digital End-user Experience (DEX)3 Give employees 24/7 access to self- service tools for fast identification, diagnosis, and resolution of many IT issues. Monitor device and application data in real-time to proactively address service issues before they disrupt employees. Now Mobile Remove the friction of getting work done with Now Mobile, find answers and complete tasks across IT, HR, facilities, finance, legal, and other departments—all from a mobile app powered by the Now Platform®. Employee Center Pro3 Allow managers and employees to request services from a unified portal to easily get help from IT, HR, finance, and other departments. Keep everyone engaged, productive, and informed about company news, updates, and resources. 2. Now Assist for ITSM is available for ITSM Pro and Enterprise customers 3. Available as add-on Now Assist for ITSM2 is our generative AI-powered application, elevating employee experiences with dynamic platform-native AI search and creating 24/7 self- service for employees to get support any time, anywhere, and on any device. PUT AI TO WORK FOR EMPLOYEES Learn More Learn More See how ServiceNow ITSM works for employees Now Assist for ITSM2 Employee Center DEX3 Now Mobile Request Management Walk-Up Experience NOW PLATFORM The intelligent foundation for all ServiceNow products built on one AI platform, one architecture, and one data model to knock down silos, tame complexity, and make work flow. Explore PlatformExplore Platform Service Operations Workspace (SOW) Solve issues faster with Service Operations Workspace. Agents and operators use one workspace to see complete issue context and relevant AI-powered recommendations to efficiently resolve issues quickly. Virtual Agent Resolve repetitive IT service tasks and requests quickly via Virtual Agent—an automated, conversational chatbot. Give employees 24/7 self-service, freeing IT staff to work on more meaningful tasks for greater team scalability and smarter resource spend. Boost staff productivity while reducing costs Incident Management Automatically assign incidents to the correct resolution group with Incident Management’s machine learning. Bring together stakeholders to investigate issues and restore services swiftly with the Major Incident Management portal. Knowledge Management Use Now Assist4 and machine learning to create, share, and manage, contextual knowledge articles from across the organization, making them always available for staff and employees to increase self-service and boost productivity. Given how fast ServiceNow is innovating and evolving, it’s really exciting to see what will come next. – Peter Tow, Executive Director of Strategic Project Implementation and Improvement, Western Sydney University | Read More Now Assist for ITSM4 empowers agents to do their best work with AI-powered chat summarization, knowledge creation, and resolution note generation—purpose-built and trained on the Now Platform®. PUT AI TO WORK FOR AGENTS Learn More Learn More See how ServiceNow ITSM works for agents Now Assist for ITSM4 SOW Virtual Agent5 Incident Management Knowledge Management Problem Management Change Management Asset & Cost Management Dynamic Translation5 Predictive Intelligence5 4. Now Assist for ITSM is available for ITSM Pro and Enterprise customers 5. Available to ITSM Pro and ITSM Enterprise customers Configuration Management (CMDB) Consolidate IT data silos into a single system of record to observe how all assets and related services function. See the relationships of configuration items (CIs) and services to proactively manage the change impacts. Digital Portfolio Management Give application, service, and product owners a single UI to manage offerings across their lifecycle. See the bigger picture to make smart choices that improve service performance, manage risk and compliance, and deliver shared outcomes. Ensure service resilience while increasing business agility Digital Product Release Empower product teams to plan and deliver new versions of software within guardrails defined by IT. Track every stage on one dashboard, and use customizable templates and out-of- the-box policies to automate release readiness. DevOps Change Velocity Collect and trace data from your DevOps planning, coding, testing and orchestration toolchain to provide visibility across the entire software delivery lifecycle, enabling a single view for both Development and Operations teams. 6. Available as a part of ITSM Enterprise or as individual add-ons to ITSM Professional ServiceNow ITSM Pro and Enterprise customers have access to additional applications that give more control for optimizing people, processes, data, and technology. • Performance Analytics • Continual Improvement Management • Process Mining6 • Workforce Optimization6 GET MORE FROM YOUR ITSM Plans Packages Plans & Packages See how ServiceNow ITSM works for developers and operators CMDB Digital Portfolio Mgmt Digital Product Release DevOps Change Velocity Benchmarks Service Level Mgmt Success Dashboard Surveys & Assessments Vendor Mgmt Workspace SEE HOW WE WORK Watch DemoWatch Demo Read more reviews on Gartner Peer Insights BETTER TOGETHER Unify IT services and operations on one AI platform Learn More Learn More