Business Outcome: Optimize performance with real-time analytics IMPLEMENTATION PLAN ACTIONS TO REALIZE VALUE SERVICENOW Value Metrics CAPABILITIES BY PHASE OF IMPLEMENTATION Phase 1 3 Modernize • Incident management • Reduction in 1. Define the analytics roadmap: • Problem management number of • Define data quality standards. • Change management reporting tools • Assess reporting process integrity. • Configuration (CMDB) • Improvements in • Assess stakeholder confidence in current reporting. management data accuracy • Assess stakeholder cultural acceptance of analytics- • Release management • Improvements in driven decision-making. • Asset management employee • SLA management productivity • Service portal • Improvements in 2. Establish a baseline for analytics-driven improvement: • Request management operational • Define current state of service performance. • Reporting efficiency for • Visualize metrics. • Performance analytics services • Incorporate and run meetings around performance • Knowledge analytics. management • Prioritize work based on analytics. • Workflow management • Business Rules Management • Collaboration • Notification management • On-call management • Time tracking management • Open frame Phase 2 3 Transform • HR management 1. Improve performance with analytics: • Facilities management • Review service performance and set optimization • Customer service targets. management • Define plans to address performance gaps. • Discovery • Use analytics to align stakeholders and report on • Event management progress towards optimization targets. • Service mapping 2. Refine analytics: • Orchestration • Assess effectiveness of KPIs in guiding optimization. • Cloud management • Adjust metrics and visualizations. • Vendor management • Calibrate optimization targets based on assessment. • Security incident response • Vulnerability response • Threat intelligence • Service catalog 28 © 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.