transformation-story

1. 1 © 2021 ServiceNow, Inc. All Rights Reserved.
Success Template – Create your transformation story
Purpose
This Success Template will help you create your transformation story to champion your success with company leaders and employees.
When to use
Use this template whenever you want to communicate your success delivering a new experience or workflow using ServiceNow®.
Who should use
The platform owners should use this template to communicate new experiences and workflows to employees in order to build excitement about
ServiceNow across the organization.
The platform owner should also work with their executive sponsor to create a transformation story to share with business leaders. The executive sponsor
should share the transformation story as an example of the business value ServiceNow can provide, in order to identify opportunities to extend the value
of ServiceNow elsewhere in the organization.
Additional resources
Success Quick Answer – How do I celebrate success?
Delete this slide for
presentation

2. 2 © 2021 ServiceNow, Inc. All Rights Reserved.
How to use this template
Modify each slide to fit your organization’s specific transformation story.
There’s an instruction slide for each section:
1) Read the “Purpose” section of the slide to understand what each of
the slides accomplishes as part of the presentation.
2) Read the “Instructions” section to determine how to customize the
slide.
3) Read the “Discussion guidance” section to present the slide
effectively to your audience.
4) Use the “Related resources” for additional assistance customizing
the slide for your specific transformation story. Refer to slide 3 for
details on how to use this template.
5) Don’t forget to delete the overview slide before sharing the
presentation with an audience.
Sample instruction slide
Delete this slide for
presentation

3. Purpose
The slides in this section introduce ServiceNow to your audience. Don’t assume they’ll be familiar with what ServiceNow is and what ServiceNow can do. There are multiple
options here that you can use to provide an overview of what ServiceNow provides.
Instructions
 Use all the slides in this section or the last one to show the range of ServiceNow offerings. If you want to build your own, go to the products page of the ServiceNow website:
https://www.servicenow.com/products-by-category.html.
 You can also repurpose any previously used ServiceNow overview slides from your initial implementation.
 If you need help finding a specific slide, you can contact your your solution consultant, customer outcomes executive, customer success executive, or support account
manager for help.
Discussion guidance
Don’t spend too much time on this section. The goal is to make sure your audience understands the breadth of what ServiceNow can provide your organization.
Introduce ServiceNow Delete this slide for
presentation

4. 4
ServiceNow works for you
IT TRANSFORMATION
EMPLOYEE EXPERIENCE
CUSTOMER SERVICE

5. 5 © 2021 ServiceNow, Inc. All Rights Reserved.
A smarter way to workflow and multiply the value of your existing systems and processes
ServiceNow is the platform of platforms
HR Finance
IT Sales
Customer
Operations
Shared Services
IT
Now Platform®
Mobile
Virtual
agents
Portals
Workflow and
integration
App development
Agility Intelligence Experience
Customers
Employees
Performance
analytics
Artificial
intelligence
Core HR
Talent
Payroll
Benefits
IT Service
DevOps Cloud
Office Tools
Monitoring
Sales Automation
Feedback Mgt.
Security & Risk
Customer Workflows
Employee Workflows
IT Workflows
Transformation Apps

6. 6 © 2020 ServiceNow, Inc. All Rights Reserved.
IT Operations
Management
Asset Management
IT Service
Management
Governance, Risk, and
Compliance
Security Operations
Onboarding and
Transitions
HR Service Delivery Field Service
Customer Service
Enterprise DevOps
Enterprise Service
Management
Discovery
Service Mapping
Event Mgmt.
Operational Intel
Orchestration
Cloud Management
SW Asset Mgmt.
Publisher Packs
Normalization & Content
Incident
Change
Release
Problem
Asset
Cost
Continual Improvement
Walk up experience
Security Incident
Vulnerability Management
Threat Intelligence
Trusted Security Circles
Risk Management
Policy & Compliance
Risk
Audit Management
Vendor Risk Management
Marketing
Facilities
Legal
Finance
Finance Close
Onboarding
Offboarding
Employee Transitions
Employee Service
Center
Case & Knowledge
Community / Forum
Employee Document
Employee Service Center
Field Service Mgmt.
Field Service mobile with offline
Case Management
Advanced Work Assignment
Communities
Change Automation
SAFe
DevOps Insights
App Portfolio
Demand
Resource
Project Portfolio
Agile Dev
Test Mgmt.
IT Financial Management
Partner Apps
Technology Partner
Out of Band
CMDB
Workflow Engine
Flow Designer & IntegrationHub
Orchestration
Service Catalog
Service Portal
Managed Document
Actionable Analytics
Service Portal Designer
Mobile Studio
Mobile Apps
Virtual Agent
Application Studio
Delegated Development
Reporting & Dashboards
Edge Encryption
Peer Benchmark
Supervised Machine Learning
Time series database
Anomaly Detection
Similarity Framework
Antivirus Protection
Notify & Connect
Domain Separation
Upgrade Plans
Automated Test Framework
Guided Tours
Inbound/Outbound Email
Integration capabilities
Security Instance Dashboard
Knowledge Management
SLA Management

7. Purpose
This slide outlines your story: your business goals, your solution, and the business value. There are two examples to help you get started.
Visit ServiceNow’s Customer Stories page for examples from other companies: https://www.servicenow.com/customers.html.
Instructions
 Use a slide title that conveys what new experience or workflow you’ve enabled rather than the technical how you did it.
 For example: “one-stop service delivery” instead of “ServiceNow ITSM implementation”
 The strategic driver should describe the element of your organization’s strategy your solution aligns with. The business goals are how the business achieves the strategy. Make
sure the business challenges, solution, and value metrics all align.
Discussion guidance
Create a transformation story that will resonate with your target audience. Also focus the discussion on the new experiences (such as mobile applications for employees) and new
workflows (such as automating previously manual and siloed workflows) to paint a vision of the benefits of digital transformation.
Related resources
Read our Success Playbook, Baseline and track performance, usage KPIs, and metrics, to understand the types of value metrics to present.
Communicate the value of your success Delete this slide for
presentation

8. 8 © 2021 ServiceNow, Inc. All Rights Reserved.
One-stop service delivery
Business goals
• Empower employees to focus on work instead of operational and administrative tasks.
• Enhance employee satisfaction to help build lasting customer relationships.
• Deliver a high-quality service experience to customers so they can focus on business
instead of support issues.
Strategic driver
Excellent customer relationships are necessary to
differentiate the company in a commoditized industry.
self-service center
contributes to YoY
productivity increase
point increase in NPS for
self-service center
within 18 months
of 660K annual service
inquiries resolved
through self-service
Results
3% 30 66%
Modify this slide for
presentation
Solution
Transform service delivery for both employees and customers.
Provide employees a one-stop shop for all the services they
need.
Enable self-service for employees and customers.

9. 9 © 2021 ServiceNow, Inc. All Rights Reserved.
Great new hire experience
Business goals
• Improve the employee onboarding experience to increase new hire retention.
• Streamline administrative tasks to free up time to focus on recruitment efforts.
• Speed up the onboarding process to support company growth.
Strategic driver
Recruit and retain employees to support company
growth.
employee onboarding
satisfaction
hours saved annually by
automating onboarding
activities
acceleration in new
hire IT provisioning
Results
86% 10.7 94%
Modify this slide for
presentation
Solution
Provide new hires a real-time, user-friendly portal to manage
all onboarding needs in one place.
Integrate all onboarding workflows into a single platform.
Automate preboarding and onboarding processes.

10. 10 © 2021 ServiceNow, Inc. All Rights Reserved.
Provide context
Purpose
Provide context with a “before” and “after” slide of the value you’ve achieved.
Instructions
 Ask employees or customers using the new workflows how they’re changing the way they work. If possible, add visual slides to the story.
 Use examples that your audience will find relatable but that are still tactical enough to make it real for them.
 For complex transformations, it may be helpful to provide multiple before and after examples that highlight improvements for different roles across the organization.
Discussion guidance
Providing context with before and after examples will make your transformation story more tangible to your audience. Where possible, provide in-the-moment demonstrations to go
along with the slide. For example, demonstrate the capabilities of the ServiceNow mobile application to strongly emphasize the improved experience and value over traditional manual
processes.
Related resources
ServiceNow has many product demonstration videos that can spice up your discussion and provide context to your transformation. Contact your solution consultant, customer
outcomes executive, customer success executive, or support account manager to find out what’s available to use.
Delete this slide for
presentation

11. 11 © 2021 ServiceNow, Inc. All Rights Reserved.
Employee onboarding experience
Before and after
Before: New hire onboarding After: New hire onboarding
Starts on employee’s first day
Activities are handled via email and
telephone
Difficult to track progress
Preboarding starts two weeks out—new
hires have everything they need on day
one
All activities handled through the portal or
mobile application
Track progress for all activities on the
portal and mobile application
Modify this slide for
presentation

12. 12 © 2021 ServiceNow, Inc. All Rights Reserved.
Incident and request
Before and after
Before: Inbound requests After: Inbound requests
Manage through email
Lacks reporting and traceability
Difficult to manage and direct
Assign tasks
Easily track your work
Assign work based on assignment group
Modify this slide for
presentation

13. 13 © 2020 ServiceNow, Inc. All Rights Reserved.
Customer Success Best Practices
ServiceNow’s Best Practice Center of Excellence provides prescriptive, actionable advice to help you
maximize the value of your ServiceNow investment.
Get started today. Visit Customer Success Center. Contact your ServiceNow team
for personalized assistance.
Definitive guidance on a
breadth of topics
Management Technical
Tactical
Strategic
Critical
processes
Expert
insights
Common
pitfalls and
challenges
Created and vetted
by experts
Distilled through a
rigorous process to enhance
your success
Based on thousands of successful
implementations
across the globe
Best practiceinsights
from customers, partners,
and ServiceNow teams
Proven to help you transform
with confidence
Practical Actionable
Value-
added
Expert-validated
Designed for:
Executive
sponsors
Platform
owners
and teams
Service
and process
owners