the lightspeed enterprise · incidents. requests. cases. tasks. departments. it. hr. services....
TRANSCRIPT
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© 2017 ServiceNow All Rights Reserved
The Lightspeed Enterprise™
HealthCare At Lightspeed™
Frank Cornelsen
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ServiceNow Is A Fast-Growing, Global Company
~5,300 Employees
Major SitesSilicon Valley, San Diego, Seattle
Amsterdam, London Sydney, Tel Aviv, Hyderabad
$28M $64M$128M
$683M
$1B
’16
$1.39B
‘09
$244M
$425M
$1.39 Billion In Annual Revenue
‘10 ‘11 ‘12 ‘13 ‘14 ‘15
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Global Enterprises In Every Industry Rely on ServiceNow
Construction Federal Financial Services Healthcare Higher Education Insurance IT Services Manufacturing Media MSPs Oil and Gas Retail Services Technology
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Forces Transforming Healthcare
Security ManagementFocus on Patient Outcomes Value Based Care
Consumerization of Healthcare IoT EnvironmentConsolidation and New Entrants
Device Expansion in the Clinical
Environment
Evolving Regulatory Requirements
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FasterTo Market
A New Generation Of Company Is Disrupting The Old
More Transparency New Experience
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Work
Incidents
Requests
Cases
Tasks
Departments
IT
HR
Services
Security
E m a i l , S p r ea d sh ee t s , F o r ms ,
Me s s eng er, C a l l s
Most Companies Stuck In An Old Work Model
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Unproductive
Employees
Higher Operating Cost Slow Resolution Times
That Work Model Hurts Business
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W O R K F L O W
& A U T O M AT I O N
Request Service Self-Serve
Real-Time Source of Truth
Machine Notifications
R E Q U E S T E R
Prioritize & Assign Collaborate
Automated Action
Solve Issues
A C T I O N E R
A New System Of Action Is Needed
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Energized Employees Game Changing
Economics
Higher Service Levels
The ServiceNow System Of Action
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© 2017 ServiceNow All Rights Reserved
HR
SECURITYCUSTOMER
BUSINESSAPPS
SERVICEIT
The Lightspeed Enterprise™
© 2017 ServiceNow All Rights Reserved
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© 2017 ServiceNow All Rights Reserved
Create Your Lightspeed Enterprise™ With ServiceNow
Platform
Cloud Infrastructure
BUSINESS APPSIT SECURITY HRCUSTOMER SERVICEHR
SECURITY
BUSINESSAPPS
CUSTOMERSERVICE
IT
The Lightspeed Enterprise™
© 2017 ServiceNow All Rights Reserved
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© 2017 ServiceNow All Rights Reserved
Platform
Cloud Infrastructure
BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE
Predictive Analytics
SingleDatabase
KnowledgeBase
DeveloperTools
Workflow ContextualCollaboration
ServiceCatalog
Subscription & Notification
ServicePortal
Multi-instance Secure & Compliant Scalable
Create Your Lightspeed Enterprise™ With ServiceNow
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End-to-End IT Transformation
Consolidate onto a single cloud platform
Maximize availability via service-awareness
Provide a seamless user experience
Improve performance with analytics
Increase speed, lower costs, and align to business priorities
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© 2017 ServiceNow All Rights Reserved
W O R K AT L I G H T S P E E D ™
IT HR Customer Service Security Operations Business Apps
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Modernize IT for Better Patient Outcomes
Make it Easy for Healthcare Professionals
to Engage
Better Visibility and Request
TrackingDeliver Better Patient Outcomes
Allow Healthcare Professionals to Self-Serve
or Request Any IT Service
Orchestrate Action Across Multiple
Departments
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Eliminate Service Outages
Map EHR Services to Infrastructure Ingest Events Across Hospital IT
LandscapeGain Visibility into Hospital Service
Health
Keep EHR Infrastructure Maps Current Prioritize Issues and Automate Fixes
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5
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Resolve Real Security Threats FastAlign security & IT to resolve security threats on a single platform
Prioritize incidents by business impact
Automatically integrate threat intelligence
Hand off tasks between security & IT
Speed remediation with orchestration
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Resolve Real Security Threats Fast
Integrate Your Security
Products
Automatically Prioritize Security
Incidents
Utilize Threat
Intelligence
Determine
Response Action
Remediate Threats
Fast
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Review Post Incident
Reports
!
2
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Consumerize The Clinical Employee Service Experience
Deliver a modern consumer experience
Offer knowledge portals for self-service
Automate case management
Manage workflows across departments
Increase employee productivity and satisfaction while making HR more efficient
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Consumerize The Clinical Employee Service Experience
1 3
4
5
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Allow Employees To
Request Any HR Service
Automatically Route Cases
To The Right People
Provide Instant Answers
To Questions
Orchestrate Action Across Multiple
Departments
Provide A Consumer-like
Service Experience
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Resolve Customer Issues At Lightspeed™
Create self-service portals for common tasks
Identify root cause to speed resolution
Assign issues to the right department
Identify trends to preempt customer issues
Connect teams to fix issues and proactively prevent calls
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Resolve Customer Issues At Lightspeed
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Reduce Case Volume
With Self-service
Monitor For Issues,
Create Cases Automatically
Make It Easy For
Customers To Engage
Assign Tasks Across
The Enterprise
Fix Issues To Prevent Future
Calls
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Build on a single mobile & web development platform
Assemble contextual workflows on one system of record
Create a common, consumer-like experience for all apps
Simplify development so anyone can build apps
Build Business Applications At LightspeedPower your digital transformation
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Build Business Applications At Lightspeed™
1 3
4
5
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Imagine The Right App For
Your Business
Design Workflows To Automate
Processes
Build Your App Without
Writing Code
Connect Apps, Data,
And People
Tap Into
Real-time Analytics
Move Your Business Forward
At Lightspeed
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The Results Are Game Changing
Energized
Employees
Game Changing
Economics
Higher Service Levels
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© 2017 ServiceNow All Rights Reserved
W O R K AT L I G H T S P E E D ™
IT HR Customer Service Security Operations Business Apps