fujitsu world tour 2017: servicenow - lightspeed enterprise

© 2017 ServiceNow All Rights Reserved Confidential

ServiceNow - LightSpeed Enterprise

ServiceNow – Single System of Action

Finance Use Cases

State of Work

Where we are going next

COST

Mandates from the Business

VELOCITY

RISK

EXPERIENCE

Email, Spreadsheets,

Forms, Messenger, Calls

Most Work Is Unstructured, Slow & Hard To Optimize

Work

Incidents

Requests

Cases

Tasks

Departments

IT

HR

Services

Security

Organization Models Don’t Drive Customer Experience

SUPPORT

IT

SALES CUSTOMER

SERVICE

BUSINESS

UNITS

HR

THE CUSTOMER

FINANCE

BUSINESS

UNITS FINANCE

SUPPORT

IT

SALES CUSTOMER

SERVICE

HR

THE CUSTOMER

Service Management + ServiceNow = Great Customer Experience

THE CUSTOMER

© 2017 ServiceNow All Rights Reserved

Cloud Management

Discovery

HR Facilities

Marketing

Legal Finance

Change & Release

Incident

Problem

Financial Management

Risk

Audit

Agile Development

& Test

Demand

Resource

Project & Portfolio

Security Incident Response

Customer Service Field

Services

Asset

Vulnerability Response

Threat Intelligence

Compliance

Orchestration

Service Mapping

Event Management

App Portfolio

Vendor

ServiceNow Platform

Workflow

Service Catalog Knowledge

Base

Developer Tools

Contextual Collaboration

CMDB

Service Portal

Subscription & Notification

Reports & Dashboards

Service Levels

Orchestration

Performance Forecasting

Predictive Modeling

Peer Benchmarking

Anomaly Detection

One Platform to automate all services


ServiceNow – The Enterprise System of Action

Application Application Application

IT


WORKDAY


SAP

SINGLE SYSTEM OF ACTION

Outcomes


DEPARTMENTAL

PLATFORM


DEPARTMENTAL

PLATFORM


DEPARTMENTAL

PLATFORM

SINGLE SYSTEM OF ENGAGEMENT

Standard Reporting Customer Experience Enterprise Service Management You

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MY APPROVALS MY PURCHASES

3

MY INCIDENTS MY REQUESTS

1 4 2

TYPE OF REQUEST

<

CxO Dashboards

Continual Improvement Governance & Control

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Finance Hub Close Management Suite

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Accounting*

Office of the CFO - Standard Functions

Audit* FP&A IR

!

Procure* Tax SEC

SYSTEM OF RECORD: “book keeping” oriented ERP

SYSTEM OF ACTION: Task & Workflow Oriented Close Management Suite

* Future Product Offering


Close Management Suite

Close Mgmt. (Task/JE)

Case Mgmt.

Fluctuation Report

GRC Reconciliation Report

PROBLEM SOLUTION

Manual Process are Error Prone

Unstructured Environment

Poor Transparency

Unproductive Employees

Task Mgmt. & Automated Workflow

Structured Environment

Real Time Analytics

Productive Employees


Why ServiceNow?

FIT WITH THE PLATFORM DIFFERENTIATORS

Task Mngt and Workflow Analytics

Automation and Integrations GRC

Financial Case Management Vendor Management

Asset Audit Automation (ITOM) Transparency and reporting

ERP Agnostic Automated Control Sign-off

Create/Maintain Master Data Vendor on/off boarding

More Transparency

Better Experience


Value delivered!

3,000 Close Tasks/Month

>5,000 emails eliminated

1,200 Integrated JE’s

Reduction in Risk & Time

45% Productivity Gains

Reduction in Time to Close by 1 Day


Purchasing and Asset Management

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Business Drivers: Purchase Requisition/Assets Management Project

• Purchase Requisitions – Purchase requests via email

– Unclear as to where the request is pending

– Non-standard request formats from different groups

– Hard copies of all approvals and file along with PO (in Box, etc.)

• Assets – No single system of truth – Physical assets,

“books,” systems are out of sync

– Time-consuming and unstructured communication between cross-functional teams

– High compliance and audit risk


Evolution of Purchasing, Receiving, Invoice and Contract Management

INTEGRATION

Financial Asset Record

4

ITAM Asset Records

SYSTEM OF ENGAGEMENT SERVICENOW

SYSTEM OF RECORD SAP

5

Receiving Slip

7b

9

8b Goods Receipt

7a

Receipt Acknowledgement

8a

12 Approval Workflow

Vendor Invoice Management

6 CMDB

Financial Posting

13

Purchase Order (PO)

3

Approval Workflow

2

10 11

Purchase Requisition (PR) 1

Product Catalog

Contract Application

7c


Corporate IT Asset Management @ ServiceNow

System of Engagement & Source of Truth for Asset Data

Source of Truth for Cost Data

Real-time | Batch | On-demand Sync

Product Catalog

Discovery / CMDB

Contract Management

Purchase Requisition

Hardware & Software Asset Management

ERP

• Goods Receipt

• Invoice Management

• Asset Accrual

• Depreciation

• Use Tax

• Disposals


Corporate IT Asset Management – Key Components

3,200+ hardware, software & consumable product models

5K+ annual requisitions | 100% integration with Asset

3K+ active global contracts

Custom-built Receiving Slip & Asset Disposal modules

Total cost & NBV for 11K+ SAP assets are synced with Asset

Improved UI/X for stock transfer

Asset Sync for accruals, depreciation, tax, disposals

Purchase Requisition

Contract Management

Product Catalog

Hardware & Software Asset Management

SAP


Benefits of Structured Workflow and Integration

From 23 to 10 Days

From 17 to 10 Days

From 5 to 2 Days

Eliminated

Eliminated

From 12 to 10 Days New Vendor Approvals

Standard PO Prep Time

Manual PO Entry in SAP

Manual Spreadsheet Reports

PO Invoice Processing Time

Non-PO Invoice Processing Time


Corporate IT Asset Management – Realized Benefits

$ 500K Hard Dollar Savings

20% NPS Increase

100% accurate data

60+ Person Months Savings

ASSET MANAGEMENT VALUE DELIVERY


The State of Work today

Today’s State of Work – At the Breaking Point

Highly Automated Companies are 6 times more likely to experience revenue growth of 15%+

By 2020, nearly 9 out of 10 companies will need greater automation to handle the volume of tasks being generated

Fewer than half of business processes are automated, HR and Customer Service are the worst

79% of executives believe automation could lead to job creation

91% of executives say their skilled employees spend too much time on admin tasks

The Enterprise Software User Experience Reality

Brief History of Human-Computer Interaction

0

1

2

3

4

5

6

7

8

9

10

1975 1980 1985 1990 1995 2000 2005 2010 2015

Workplace Experience Consumer Experience

1970’s 1980’s 1990’s TODAY

Sati

sfac

tio

n

2000’s

Source: Cornerstone OnDemand – The State of Workplace Productivity Report

Work Applications: What Matters Most to Employees

77%

73%

62%

40%

35%

Ease of use

Convenient to access information

Ability to be more productive

Ability to collaborate with others

Accessible on multiple devices

Where We Are Going Next

User Experience Intelligence in

Everything

Nonstop Cloud

IT SECURITY HR BUSINESS APPS CUSTOMER SERVICE

The Now Platform™ Powers The System Of Action

Single Database


Service Catalog

Service Portal


Knowledge Base

Orchestration Developer Tools


Workflow

Intelligent Automation Engine

Predictive Modeling

Anomaly Detection

Peer Benchmarking


Single Database


Service Catalog

Service Portal


Knowledge Base

Orchestration Developer Tools


Workflow

Intelligent Automation Engine

Predictive Modeling

Anomaly Detection

Peer Benchmarks


Nonstop Cloud

IT SECURITY HR BUSINESS APPS CUSTOMER SERVICE

Advances In The User Experience

Service Portal

Delivering Delightful Experiences

Provider Requester Requester

Place screenshot here

Place

screenshot

here

Provider

Place screenshot here

Deliver Experiences Your Users Love Engage where and how they desire

Modern Consumerized user experience

Mobile Access apps from any device, anywhere, anytime

Social Conversations happen in context of relevant information


Experiences Business Applications Custom Portals Customer Outcomes

Row 1

Row 2

Row 3

Row 4

Row 5

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The Intelligent Automation Engine™


Predictive Modeling

Anomaly Detection

Intelligent

Automation Engine

Peer Benchmarks

Bringing machine learning to your everyday work

PerformanceForecasting

Predictive Modeling

Anomaly Detection

Intelligent

AutomationEngine

PeerBenchmarks

Innovate &

Stay Ahead

Simplify &

Automate Work

Deliver Great

Experiences

WORK AT

LIGHTSPEED™

A Smarter, Faster Way To Get Work Done

Digital Transformation

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