A collection of project work and PaaS solutions delivered for clients on the ServiceNow Platform.

1. Product and
Platform Portfolio
Chris Dauw

2. Project Review
© 2011 Service-now.com All Rights Reserved
• Widget: Live Feed Scrolling Dashboard
• Widget: Contextual Gmail
• Mobility: FruFeed
• Application: Virtual Call Center
• PaaS: Coca-Cola 3PA
• PaaS: Key Energy SAFE

3. Widget: Live Feed Scrolling Dashboard
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Adriene Radcliffe at Yale University
requested scrolling dashboard widget
with recent conversations threads
from Live Feed via Twitter.

4. Widget: Contextual Gmail
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Google gadget discovers ticket references within an email and displays the
related Service-now form. Works dynamically for any module.

5. Mobility: FruFeed
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The first native IOS app for ServiceNow, FruFeed is an
all-inclusive, mobile version of Live Feed.

6. Mobility: FruFeed
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http://itunes.apple.com/us/app/frufeed/id481350043?mt=8
Log in with your ServiceNow credentials, and you
will get access to all of the messages, images,
groups, tags, and discussions from Live Feed

7. Application: Virtual Call Center (VoIP)
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Dashboard View

8. Application: Virtual Call Center
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Agent View – The agent can monitor the call queue in real time to guarantee performance and responsiveness. All Calls
are displayed with visual indicators indicating language and topic. Agents can drop in, monitor calls, or use the agent
bar on the right to request assistance via chat or invite SME’s to important calls in progress.

9. Application: Virtual Call Center
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• Multi-channel - tickets
generated from calls, emails,
twitter, etc.
• Call Tracking and Analytics
• Cloud Answering Service -
log a ticket in snc via voice.
• Visual Voicemail w/ call
transcription
• Courtesy Call Back
• Telecom automation – the
app makes / receives calls
and text messages based on
predefined events and logic
• VoIP in Browser
• Dynamic Voice Conferencing
and Call Auditing at the click
of a button
Supervisor View – Supervisor can at a glance determine the
productivity of the call center. Agent status is listed as well as call
metrics and skill sets available for dynamic skill based call routing.
Each agent has a profile page that the supervisor can drill into to see
call and performance statistics as well as audit previous call
recordings.

10. Application: Virtual Call Center
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Before After
In traditional call centers managers would define call flow business logic in Visio that
would then have to be coded. In ServiceNow you can use custom Twilio workflow
widgets to manage call flows and routing.

11. Application: Virtual Call Center (Metrics)
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Mashup with GoodData for call tracking, analytics, operational dashboards
and business intelligence.

12. PaaS: Coca-Cola
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Coca-Cola was months away from a global product launch of their new revolutionary
Freestyle machines and had not determined a means to distribute application access
and manage the suite of applications needed to run these devices. We engaged
Coca-Cola as they were debating hosting internally, using SFDC, or ServiceNow.

13. PaaS: Coca-Cola
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Business Challenge
25,000 Global vendors,
bottlers, distributers need
access to Coke Systems for
Freestyle Launch
Fruition PaaS Solution
Extend SNC interface to
allow for generic login
with custom interface
Provision application
access through SNC
based on roles, region,
organization determined
in CMDB.
Full reporting capability on
access distribution /
access

14. PaaS: Coca-Cola
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Worked with Coca-Cola to make their wire frame designs a reality within the CMS.
Architected a flat solution to handle millions of requests per day. Delivered solution
on budget and on time to facilitate their free style product launch.

15. PaaS: Coca-Cola
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16. PaaS: Key Energy
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Business Challenge
Energy exploration
company with numerous
field assets that require
inspection, audit,
maintenance and
reporting to government
agencies
Environmental Health and
Safety issues expose
businesses to a
tremendous amount of
financial risk, legal liability,
and regulatory concerns.
Fruition PaaS Solution
• Extend SNC CI’s to cover Field Assets like Oil Rigs, Trucks, Mines
• Extend SNC workflow for field inspection of assets
• Extend SNC mobility to iPads for Field Inspectors
• Integrate external interfaces to Dept of Transportation for
accident reporting (e.g. tractor trailer)