Table of Contents 03 Introduction 04-07 Ensuring consistency and scalability Configuration Management Database (CMDB) Common Service Data Model (CSDM) Knowledge Management Service Catalog 08-11 Creating engaging experiences Conversational interfaces Service portals Mobile apps User Experience Analytics 12-17 Increasing workforce productivity Service Level Management (SLM) Workspaces Playbook Experiences Reports and dashboards Skills Management Workforce Optimization 18-21 Accelerating enterprise automation Flow Designer Process Automation Designer Integration Hub and other integration capabilities Robotic Process Automation Advanced Work Assignment (AWA) 22-25 Leveraging embedded intelligence Machine learning Generative AI Natural Language Processing Performance Analytics Process Optimization 26 Providing trust and security Data encryption Regulatory compliance Privacy and access controls © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 2