Business Outcome: Take control of applications, projects, and financials IMPLEMENTATION PLAN ACTIONS TO REALIZE VALUE SERVICENOW Value Metrics CAPABILITIES BY PHASE OF IMPLEMENTATION Phase 1 3 Modernize • Incident management • Reduction/ 1. Collect and inventory all applications, demand, and • Change management rationalization of projects: • Configuration (CMDB) applications under • Define attributes related to cost, ROI, and relevance to management management business capabilities and/or objectives. • SLA management • Reduction in • Categorize inventories in business-relevant terms. • Reporting demand cycle 2. Align with the voice of the customer through ideation and • Performance analytics time price models: • Request fulfillment • Reduced cycle • Use price models to determine cost/value breakeven • Service portal time for across applications and projects. • Demand management budget/project • Use voice of customer exercises to understand demand • Financial management portfolio planning in terms of