Appendix The tables below provide additional phase paths that cascade from specific business outcomes to Now Platform capabilities. Business Outcome: Modernize IT service management IMPLEMENTATION PLAN ACTIONS TO REALIZE VALUE SERVICENOW Value Metrics CAPABILITIES BY PHASE OF IMPLEMENTATION Phase 1 3 Modernize • Incident management • Reduction in 1. Simplify your current approach: • Change management incidents caused • Define your current baseline and expected outcomes • Configuration (CMDB) by changes for IT service management. management • Reduction in • Roadmap your migration strategy from your current • SLA management number of touch process and toolset(s) to the Now Platform. • Reporting points to manage • Assess the quality and scope of your current • Knowledge incidents or configuration data. management requests • Determine your operational reporting requirements. • Notification • Improved delivery • Identify your highest-value and most common ITSM management of requests requests. • Business rule • Identify the