Business Outcome: Consumerize the employee service experience IMPLEMENTATION PLAN ACTIONS TO SERVICENOW CAPABILITIES BY PHASE Value Metrics REALIZE VALUE OF IMPLEMENTATION Phase 1 3 Modernize • HR management • Decrease in case resolution 1. Develop and design the service to be • Reporting times provided: • Knowledge management • Improvements in employee • Identify the new service to be • Workflow management satisfaction provided. • Service portal • Decreased cycle time in • Identify the manager and consumer request process personas involved in the process to • Request management • Increased adoption of administer the service. self-service • Identify required approvals. • Identify desired user experience. 2. Identify HR services: • Identify relevant existing HR services. • Develop supporting HR life event services as needed. • Assign user criteria to services. • Develop appropriate security models. Phase 2 3 Transform • Collaboration 1. Identify other services outside of HR: • Notification management • Identify IT, facilities, legal, finance, • Performance analytics and other services needed to make • Service catalog the new service work. • Mobile • Define cross-departmental SLAs. • Assign a knowledge base manager and content subject matter experts. 2. Create lifecycle service: • Create your new HR service, pulling in relevant HR and other services as needed. • Assign tasks and cases as appropriate. • Define escalations. 26 © 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.