5 Roadmap to optimization One small step for you, one giant leap for your business. It’s as easy as one, two, three. This roadmap shows the path forward for your organization, and your role in it. See what business imperatives will matter most and how you can collaborate with peers to achieve your goals. It’s a team e昀昀ort, and here’s the playbook. 0 - 6 months Stage 2 Stage 3 Ongoing Consolidate existing systems to drive Remove barriers to cross-functional team operational e昀케ciencies, employee operations and customer issue resolution. COO productivity and financial impact. Automate and optimize processes and Use insights from accurate, single Enable new business models and revenue provide end-to-end visibility. E.g intelligent system of record to drive innovation streams (e.g. direct-to-consumer) . CIO routing and automated reporting. across the organization. Enable customers to self-serve requests without AI and ML free resources, but also creates Identify emerging problems and Innovate with immersive, hybrid experiences contacting a representative. Intelligent routing provides valuable source of customer intelligence to pre-emptively resolve issues before powered by technology to meet customers CCO better business reporting and allocation of resources. guide future product/ service development. they escalate. where they are. Secure customer data. Enforce access permissions Uncover issues before customers are aware. Improve employee satisfaction and retention Connect hybrid workforce and ensure VP and automated compliance rules to create a Proactively solve and communicate known with more meaningful and positive VP last mile customer experience. Customer trustworthy digital experience. issue status and resolution timing. customer interactions. customer service Service Single system of both record and action provides teams with Improved process documentation, LOB onboarding Expert/ experienced sta昀昀 contributes to up leveling skill across full visibility and allows teams to work concurrently to save and training metrics and overall performance reporting. the team and creating self-service Knowledge resources. LOB GM time and improve outcomes. POC innovations are faster and simpler to roll out. This roadmap to success is based on ServiceNow’s experiences working with industry leaders and helping companies from a range of industries achieve their digital transformation initiatives. This is not based on any one organization, and several assumptions have been made about the organization’s size, digital maturity, and alignment to industry imperatives.