Now on Now: Now Mobile App We have also introduced a Mobile Employee Onboarding app for new hires. Available in the Apple or Google Play stores, the app enables new hires to complete various tasks before their first day. The app uses IT and Employee workflows involving various applications (e.g. ITSM, HR Service Delivery) running on the Now Platform. We are also using a Mobile Agent app to enable our technical service engineers to fulfill tasks across the enterprise. Technical Support uses this for incident and event management, including allowing managers to view and assign incidents; technical support engineers can manage alerts and events from their mobile phones. As part of the Mobile Agent app, we also implemented push notifications to alert both the engineer (in the agent app) and user (in the internal mobile app) when there is a P1 or P2 issue. Mobile Agent use cases include: • View and take quick actions on assigned incidents and tasks • Exploit native capabilities like camera and barcode scanning • Approve or reject items, requests, and changes • Collaborate with their group to manage work All apps are built on the same codebase, so we can always combine multiple use cases into fewer apps if we need to in the future. Our mobile-first strategy Because mobile development is so rapid, we adopted a four-phase mobile development strategy to guide our journey: • Design. We identify mobile-first use cases by prioritizing the feature and app development. We do this by analyzing the data across our platform, identifying the highest volume and most frequent actions by users, and finding the apps that would be most appropriate for mobile. We identify target personas (employees, managers, VIPs), then use out-of-the-box templates for development. 5 © 2019 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.