Business Outcome: Resolve customer issues fast IMPLEMENTATION PLAN ACTIONS TO REALIZE VALUE SERVICENOW Value Metrics CAPABILITIES BY PHASE OF IMPLEMENTATION Phase 1 3 Modernize • Customer service • Increase in cases 1. Engage customers: management deflected through • Define expected customer outcomes and your current • SLA management knowledge baseline. • Knowledge • Reduced time • Offer customers self-service via service portal. management spent resolving • Build a customer knowledge base. • Workflow management cases • Develop a migration strategy for your current tools and • Collaboration • Improved first call process. • Service portal resolution • Design a case management process flow. • Reporting • Reduced average 2. Streamline customer interactions: case handling time • Consolidate systems. • Improved • Develop a master data management and integration customer and strategy. agent satisfaction • Develop case management workflow/skill-based • Improved NPS routing to customer service agents. • Improved • Build an agent knowledge base. customer retention • Develop survey capabilities for customer feedback • Reduction in and/or NPS. customer effort • Migrate or integrate case history. Phase 2 3 Transform • Incident management 1. Connect Customer Service Capabilities. • Change management • Deploy additional support channels. • Problem management • Expand the service catalog. • Configuration (CMDB) • Understand management analytics requirements and management build management/executive dashboards. • Field services • Review and develop health checks for your system management configuration. • Performance analytics 2. Build collaboration across customer service: • Service catalog • Identify process touch points with IT and other parts of • Mobile the enterprise. • Request management • Extend customer support through field service. • Notification • Use incident, problem, and change management to management resolve customer issues permanently. • Open frame • Optimize knowledge bases and expand to communities. 27 © 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.