IT Operations

4 tips every innovative company needs to succeed in digital transformation How to keep pressing forward—even in tough times

IS YOUR DIGITAL TRANSFORMATION DELIVERING AS EXPECTED? 40% of revenue generated by the Global 2000 Don’t let dynamic times derail organizations by 2026 will come from digital products, services, and experiences, IDC predictsa your digital transformation Digital transformation is more than just a trend—it’s become a AND mindset for business and IT leaders. That’s because innovative companies know that the key to growth lies in the ability to adapt to change…anytime, anywhere. They understand that blurring the 85% line between experimentation and expectation puts them at the forefront of their market, driven by employee pioneers who mine of CEOs that say digital capabilities are increasingly new opportunities from every app, process, and experience. recognized as a strategic differentiator for 1 organizations and are crucial to accelerating But when IT budgets aren’t increasing as fast as inflation, even revenue growth, IDC also foundb innovators feel the pressure to pull back and proceed with caution. Is there a way to keep investing in the digital experiences that take your operations to the next level, even when your resources keep getting tighter in uncertain times? YET With a single, cloud-native platform that unites your IT and optimizes your processes, you get the time and cost savings ~50% to keep funding the way forward. This ebook shares four tips for deploying a platform strategy that connects your people, of CEOs feel their digital technology investments processes, and systems for maximum efficiency and innovation— toward business outcomes are underperforming, even when the outlook is challenging. Gartner reportsc a IDC, Expert Guidance on the Digital-First Strategies Driving the C-Suite Agenda, 2023 b IDC, Beyond Digital Transformation: What Comes Next? 2023 c Gartner, 2024 Gartner CIO and Technology Executive Survey as cited in “Unlock Strategy Execution Success Through Your IT and Enterprise Operating Models,” presented by Joanne Kopcho at the Gartner IT Symposium/Xpo™ 2023 in Orlando, Florida, October 16–19, 2023 4 tips every innovative company needs to succeed in digital transformation How to keep pressing forward—even in tough times | 2

REAL-WORLD RESULTS ServiceNow customers managing IT services and operations in concert achieve tangible outcomes. 75% TIP 1 reduction in resolution times Tear down silos with unified 30% fewer agent ticket assignments thanks to intuitive, technology service operations employee self-service Digital transformation goals for most companies’ IT services and operations teams look something like this: 16% • Keeping employees engaged and productive of incidents deflected due to automated resolution • Streamlining processes to drive efficiency and innovation of common issues • Digitizing and automating work to create cost savings • Making sure customer-facing digital services are up and 12% running 24/7 Unfortunately, these goals remain wishful thinking for far too of agent time saved by predictive intelligence many organizations due to siloed IT systems that cause disparate incident routing data, processes, and people—in a word, chaos. The constant firefighting to deliver technology services pushes your staffing and operational costs even higher. Source: ServiceNow, 5 remedies for the top IT pains, 2022 But when you ditch the old, siloed way of working and bring together IT services and IT operations on a single platform for service operations, everyone can see the same information in the same place. With shared workflows, your team fixes outages faster and can focus on delivering the responsive, always-on service experiences customers and employees crave. 4 tips every innovative company needs to succeed in digital transformation How to keep pressing forward—even in tough times | 3

TIP 2 Close the gap between strategy and delivery with strategic portfolio management Today’s enterprises are complex and interconnected, making it a struggle to develop and maintain alignment among all the elements of strategy, planning, and delivery. Many organizations can’t help but wonder, “Are we doing the right things to deliver the best outcomes?” This misalignment works against you—especially in challenging times when you need to maximize every resource. It creates waste, erodes trust, and slows the flow of value throughout your organization by: • Delaying delivery • Squandering spend By 2025, 70% of digital • Failing to achieve value with projects investments will fail to deliver • Missing opportunities to innovate the expected business • Increasing vulnerability to disruption outcomes in the absence Deploying strategic portfolio management (SPM) gives you of a strategic portfolio the tools to break down the barriers between technology and management approach.” business. You can prioritize and fund what matters most, build a roadmap to guide investments, communicate plans, and see work in the context of strategic initiatives—even across diverse teams, –Gartner, 2023 methodologies, and approaches such as traditional/waterfall, Agile, and hybrid. When you continuously align work to business outcomes across Source: Gartner, Gartner Magic Quadrant for Strategic Portfolio Management, April 2023 your organization, you can drive and track greater business value—and do it faster. 4 tips every innovative company needs to succeed in digital transformation How to keep pressing forward—even in tough times | 4

TIP 3 Cut costs and complexity with connected IT asset management When times are good, you may get lax about looking after your IT asset estate. When times get tough, suddenly there’s pressure to rein in expenses, including underutilized hardware, software, and cloud resources. But that’s hard to do when you don’t know what you have. Organizational silos create blind spots when tracking hardware, including obsolete systems. Enterprise software licenses expire, and unlicensed applications proliferate. IT managers become bogged down in spreadsheets and legacy asset management tools that are inefficient and out of date. Taking control of The IT asset management hardware and software systems, reconciling trouble tickets, ensuring compliance, and planning for future needs becomes market size is expected to grow a nightmare. from $1.85 billion in 2023 to $2.52 Successful management of any IT asset (software, hardware, billion by 2028, a compound cloud, apps), whether stored on premises or in a hybrid cloud, requires total visibility. A single-platform IT asset management annual growth rate of 6.32%. solution connects multiple departments and automates the end-to-end IT asset lifecycle. You gain control of your IT budget —Research and Markets, 2023 as well as insight for redirecting resources toward high-priority investments. With comprehensive IT asset management, you can plan, operate, service, secure, and retire IT—managing everything Source: Research and Markets, IT Asset Management Market Size and Share Analysis - from the same place. Growth Trends and Forecasts (2023-2028), August 2023 4 tips every innovative company needs to succeed in digital transformation How to keep pressing forward—even in tough times | 5

BIGGEST DAY-TO-DAY CHALLENGES IN MANAGING IT OPERATIONS 47% Unexpected service issues/outages 46% TIP 4 Infrastructure changes impacting configuration items Accelerate cloud adoption of services 28% with AIOps Even if times are uncertain for your business, your customers Event noise/too many alerts/false positives and employees still expect your enterprise IT sphere to be as responsive, available, and easy to use as their mobile phones. But with today’s mix of virtual servers, containers, cloud-native Source: Survey of ITOM professionals commissioned by ServiceNow applications, and multicloud storage, your IT teams are kept in a reactive mode due to the sheer number of alerts and unforeseen issues. Slow, decentralized IT systems make things just that much more chaotic—outages become bigger, more expensive, and harder to resolve. There’s a way to eliminate the chaos and deliver uninterrupted By 2028, the adoption of AI digital services at speed. Predictive AIOps applies machine will culminate in more than learning techniques to IT operations functions and cloud observability results, then correlates current and historical data. 50% of cloud compute resources By developing a definition of what is normal for each application, it can then anticipate unknown issues and find slow-forming devoted to AI workload, up anomalies—fixing them before users are impacted. from less than 10% in 2023.” Running AIOps on a single cloud platform provides visibility across your hybrid IT estate. You’ll save time and money —Gartner, 2023 through intelligent automation, better collaboration, and faster remediation. Source: Gartner, “The Future of Cloud in 2028: From Technology to Business Necessity,” presented by Dennis Smith at the Gartner IT Symposium/Xpo™ 2023 in Orlando, Florida, October 16–19, 2023 4 tips every innovative company needs to succeed in digital transformation How to keep pressing forward—even in tough times | 6

ServiceNow—the partner that helps you pivot Continuous change and economic uncertainty seem to be part of our everyday lives. But you can get through the ups and downs with a strong technology partner by your side. ServiceNow helps you keep digital services running 24/7, deliver exceptional experiences, reduce expenses by retiring underutilized tech assets, and ensure your business can pivot quickly by having organizationwide planning in place. We’re constantly evolving with a platform that can adapt quickly as market conditions change. Together, we’ll innovate and adapt—even through unsettled times—to achieve digital transformation and be ready for tomorrow. The power of the Now Platform Born in the cloud and built from the ground up with a single data model and a one, scalable architecture, the Now Platform digitizes processes throughout your organization. By automating and connecting workflows across functions and critical business systems it enables you to maximize the value of your IT investments, eliminate operational silos, and increase business agility. IT Service Management CMDB IT Operations Management Service-Oriented Service-Aware Infrastructure- & Apps-Oriented Servers Change Applications Incident Events & Alerts Storage Change Discovered CIs Decisions from Cloud machine learning/AI Problem Network Service Catalog Virtualization Now Platform 4 ways to get your digital transformation back on track How to adapt for tomorrow’s growth without wasting yesterday’s investments | 7

For a deeper exploration of ServiceNow solutions, we recommend the following content: Strategic portfolio management: The thing you’ve been missing Misalignment of strategy, planning, and delivery creates disconnects and inefficiency. This ebook offers ways to gain alignment to reduce costs, mitigate compliance risks, and enable proactive planning. Strategic Portfolio Read Ebook Management The thing you’ve been missing By continuously aligning work to business outcomes across your organization, you can drive greater business value—and do it faster. The ultimate spend-smart IT asset management approach for digital transformation Every year, companies waste a considerable amount of money on duplicate software, hardware, and cloud technology. This handbook helps you discover the right management platform for greater cost control. A ServiceNow Work昀氀ow Handbook | Reduce IT spend for digital transformation A ServiceNow Work昀氀ow Handbook The ultimate spend-smart IT asset management approach for digital transformation Discover the right technology mix for greater hardware, software, Read Handbook and cloud cost control Featured products: Software Asset Management, Hardware Asset Management, Cloud Cost Management, Application Portfolio Management1 Notes 1 Gartner, Gartner Survey of Over 2,000 CIOs Reveals the Need to Accelerate Time to Value From Digital Investments, October 18, 2023 About ServiceNow ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can 昀椀nd smarter, faster, better ways to make work 昀氀ow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow™. For more information, visit www.servicenow.com. © 2024 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 names, product names, and logos may be trademarks of the respective companies with which they are associated.