Drive efficiencies with Global Business Services

SES1431-K22

K22 K2022

Drive efficiencies through Global Business Services

DEM1521-K22

## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 Many organizations are looking to transform siloed operations to a global business services model in order to create consistency and standardization of ServiceNow delivery across the enterprise connecting end to end processes and systems to drive out waste and deliver value that can be reinvested where it's needed most ServiceNow is the glue that connects GBS organizations it's the single point of engagement for employees and it's the workflow and automation engine that powers operations and unlocks visibility to drive continuous improvement efforts Maria is a manager preparing for an on site team meeting and would like to find a trainer to attend and help her team with public speaking she isn't quite sure how to request a trainer so she turns to the Virtual Agent for help Virtual Agent helps employees find answers to commonly asked questions. So that agents are freed up to focus on more complex cases, Virtual Agent uses natural language understanding so employees can enter key words or phrases to receive additional guidance due to the nature of her inquiry the Virtual Agent automatically creates a universal request on her behalf the workflow has been kicked off in advanced work assignments ensure that it gets routed to an expert that's able to help this allows agents to resolve cases seamlessly across the enterprise. And provides a consistent ticketing experience regardless of what the employee needs help with before she leaves she also wants to check the status of another request so she asks what is the status of my workplace case since ServiceNow is a single platform across HR IT workplace legal and more she can search for any open ticket to view an update of where it's at in the process, providing an exceptional experience for your people now let's sign in as Stephen the head of shared services Stephen is provided with a consolidated dashboard view of all cases across the business from the single view he can monitor trends and look for areas of opportunity and efficiency Steven can drill into cases to get a sense of what his global team is working on across the different lines of business whether that be HR or legal IT procurement and more the training requests Maria submitted is just one example of the many cases being created and moving through his organization ServiceNow is natural language detection has automatically assigned the case to an HR agent Harry this auto assignment routed the case to the ideal resource eliminating back and forth between departments and ensures that the case is resolved quickly now let's switch gears to the agent's perspective similar to the shared services dashboard Harry the HR agent also has insight into critical data such as sales and high priority cases as he views the list of all open cases he can drill in and immediately begin working on the case this request was auto assigned to air but this same view is consistent across all departments and agents if needed the case can easily be transferred to another team member or business unit the air agents at this organization get hundreds of cases like this every week so they work with our internal development team to create a custom form that allows them to gather additional information about the training needs this custom app was built using the Now platform's low code tools which allows GPS to create customizations without having to replace existing systems and it provides faster time to value here you can assign the custom catalog item to Maria and she'll immediately be notified that she has an action item related to her case let's circle back to Maria she's now in the office and on her laptop and wants to view the status of her case Maria has visibility into every action item that has taken place from the time that she submitted the case, including the automatic assignment of ownership to HR, as well as the action she's now being asked to perform this is exciting for a few reasons. First the employee sees a single stream of information and doesn't need to piece together updates from separate incidents or cases second the agents are working together toward a collective service level, which means the organization can measure from time of creation of the overall request until it's resolved and get a more accurate picture of the employees total service time in a matter of minutes we saw how easy it is for an employee to request help even when they don't know who to turn to processes are connected to end to end so agents achieve greater efficiencies and outcomes. And with low code tools they can create custom solutions to quickly resolve employee requests. Finally insights across the business can be served up to leaders in a consolidated view that drive automation standardization and operational efficiencies across the enterprise.

Unifying experiences for people and places

DEM1517-K22

## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] In the world of hybrid work, the employee experience is intertwined with where work gets done. With ServiceNow, it's easy to create a unified experience across your people and places. In this demo, we'll show how companies can create personalized crossdepartmental journeys during moments that matter, how they help employees grow with curated learning opportunities, and continuously improve service delivery with in-moment feedback, and ensure a seamless experience for employees to collaborate safely in person. So let's dive right in. Let's start our journey with Maria, a manager who logs into the Employee Center to get some work done today. She has someone new transferring into her team so she wants to kick off the process right away. With the power of a search right at the center of her home page, she doesn't need to navigate far to get it started. She just typed in a few keywords and is immediately presented with some suggested results. Maria can see there's a lot of info out there about transfers, but the intelligence of AI search knows that she's probably looking to start a transfer process so she goes ahead and clicks into the Genius Results. From their, all Maria needs to do is put in some basic details about who is joining her team and when they will be starting, and then she can submit the request to trigger the transfer workflow. Powered by the life cycle events engine, all the key steps in the process are already laid out for her. She can see what tasks she needs to complete as well as the tasks Isabelle's assigned as part of the process. This allows managers and their employees to be on the same page when going through complex cross-departmental journeys like this. To keep the ball rolling, Maria wants to tackle the first item for her, which is creating a custom journey accelerator plan to help Isabelle ramp up. Maria simply needs to indicate that this plan is for Isabelle and chooses from the pre-built plans her company has provided her. And to make sure someone is with Isabelle every step of the way, she adds Emily as a mentor to the plan for good measure. Next, she's immediately greeted with a plan in draft form. To cut down on the amount of work Maria needs to do to launch one of these plans, a lot of the steps have already been built for her. She can see how the ramp up process will be orchestrated across the coming weeks and months to ensure a smooth transition. But Maria wants to add a task that's specific to her team so she goes ahead and chooses to add a new to-do. She could choose from one that she's used in the past, but she wants to create a new one in this case. For right now, she wants to include a new e-learning in the plan that she's found helpful for the rest of her team. With learning post capabilities included in the journey accelerator plan, Maria can quickly choose from a library of courses fed into ServiceNow from one of their pre-built integrations to a learning provider. Once she chooses the course, she can assign it to Isabelle, indicate when it should be completed within the plan, and, in this case, she saves it as a template for use in future plans. Now that she has the plan set up the way she wants, Maria can publish and it will automatically assign the task to Isabelle, Emily, and Maria herself. And while she's here, Maria wants to check off that she's assigned a mentor to this plan. All she needs to do is mark it as complete and it will fall off her list of to-dos. But to make sure they're continuously improving the experiences for managers and their teams, Maria is prompted to complete a quick listening post survey to capture her moment feedback. With a quick five star review and a comment about how easy the process was, the feedback is submitted to the HR team. And when she navigates back to the plan, she can see that the task is marked as complete and she can move on with the rest of the ramp up plan. A little later on, Maria receives an email indicating that Emily has reserved a desk for the day to come into the office to help onboard Isabelle. Given that this is the first time in a while she'll have a few people in the office at once, Maria wants to take this opportunity to have a team meeting with everyone. Since Emily reserved her space through ServiceNow, it is simple for Maria to find a space to meet that is in the same area as Emily. Now she could let the system automatically assign her a nearby seat, but Maria wants to get a conference room for the meeting so she clicks into Browse All the Spaces. She is then automatically redirected into the space reservation section of the Employee Center. Here she can see all the different types of spaces she can reserve as well as more information. If this was just Maria coming in, she might choose a desk. But instead, she updates the search to find an available conference room. With the native mapping capabilities of ServiceNow, it's easy for her to see all the available conference rooms around Emily's reservation. She can zoom in until she finds the right space. It looks like this room is by Emily and Isabelle and will be big enough for her team to collaborate. Once she has selected it, she can confirm additional details like a subject, reservation summary, and she can even invite Isabelle and Emily to the reservation right from here. Now they will get notified that she has a conference room for them to connect in person. Once she confirms all the details fit her needs, she can submit and the space will be reserved for her. Once the space has been reserved, Maria wants to double check what the health and safety protocols are for coming back into the office. To make it easy to find this critical information, her organization has configured a dedicated microsite in the Employee Center to house all the details about coming back to the office. Here Maria can see announcements pushed directly to this page, just like on her home page, to drive action and communication for targeted content. It also has featured content, associated articles and requests, as well as videos and other links to give Maria everything she needs all in one spot. Thanks to the banner announcement, she sees that there are updated workplace policies that have been published so she dives in to learn more. Here she can see the updated policies and confirm the requirements all without leaving the Employee Center. Specifically, she notes that she will need to upload a vaccination status for COVID-19 or a negative test prior to gaining access to the building. Fast forward to the day of the team meeting and Maria opens her mobile app to quickly update her vaccination status before coming in. Her company has a dedicated space on the app to inform and take action on health and safety activities. She has already flagged herself as returning so she wants to check the rest of her status to enter the office. Since she hasn't uploaded her vaccination information yet, she immediately sees that she is not cleared for entry. But right from here she can click in and submit her vaccination status. With just a few clicks, she can input that she was vaccinated and which types she received. Since she received a one dose vaccine, she'll only need to complete this once. But if she had two doses, she would be automatically prompted to submit a second dose at the appropriate time. From there, she just needs to choose when she received it and upload a picture of her vaccination card. She could take a picture and upload it right then. But since she already has it in her library of photos, she just uses that image. Once all that information is submitted, she sees that her status is automatically updated and she's cleared to enter the office. And once Maria is in the office, she wants to greet Emily and Isabelle at their desks before the team meeting starts. With the wayfinding capabilities of ServiceNow built into her app, all she needs to do is put in the start and end locations and it will automatically provide her with the most direct route to meet them. Now Emily, Isabelle, and Maria, as well as the rest of their team, can start the rest of their journey together. [MUSIC PLAYING]

Boost employee productivity and organizational efficiency

DEM1516-K22

## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] ServiceNow continues to help organizations to create a great employee experience by boosting employee productivity and driving organizational efficiency. In this demo, we'll focus on how employees communication and take action through the devices and channels that make sense for them, how HR teams can work efficiently through intelligent purpose-built workspaces, and how the experience can be continuously improved with real-time data. Let's start our journey with Emily. She works remotely. So it's critical for her to have access to her company's resources wherever she is. Today, while taking her dog for a morning walk, she opens her Now mobile app to get the help she needs. Here, she sees pertinent communications from her company pushed directly to her as well as other info like upcoming space reservation, tasks, or requests. Today, she needs to get some help understanding her company's policy for reimbursing tuition expenses since she hasn't done this before. And since she's out and about, she simply starts a chat with the Virtual Agent. By using natural language, it's easy for her to type in what she needs to get help with. It looks like the Virtual Agent has found a couple of things for her. To make sure her program is covered, she first wants to review the policy. Since it's all housed within ServiceNow, Emily can review the policy right from her device, and after confirming her course is covered, open the request right from here. All she needs to do is populate some basic information, like what course she's taking and how much it costs. And then she can submit it. Now she's automatically kicked off a workflow to get the process started all from her mobile device. And when she gets back to her home office, Emily logs into her company's modern internet built on the Employee Center to get her day started. Here she sees additional announcements specifically for her, as well as information from across her company, like news, recommended content, upcoming holidays, frequently used applications, and more. But right now, Emily wants to check on the progress of her reimbursement request. The good news is, since where she starts her day is built on the workflows of the Now platform, she can pop right in and see her request alongside the others that she might have opened. Right away, Emily can see all the details at a glance, including granular info like how long this will take to resolve based on the machine learning of similar cases. So not only does she know who is owning the process where it stands, but also has peace of mind that this will be wrapped up in plenty of time. She notices the workflow has assigned her a new task to complete as part of the process. All she needs to do is review and sign a document that is automatically populated with the details she provided when submitting the request. By leveraging the data she has already provided, it cuts down on duplicative effort and drives a more seamless employee experience. And with a quick e-signature the task automatically closes and drops off her list of to-dos. And in case she ever needs to access this document again, it is automatically added to her employee profile for quick access. Here, it is housed alongside other info like her PTO balance and pay stubs that have been fed in directly from her HR and payroll systems. Now she has one spot where she can go get info and take actions across ServiceNow and other systems. And before getting on with her day, she wants to double-check what the next step is. She sees that it's now waiting to be approved. Because all of the details were clearly laid out for her, Emily sees that it needs to be approved by her manager Maria. So she decides to ping her quickly to keep the ball rolling. From Maria's perspective, when Emily reaches out through Microsoft Teams, she can chat with her and move Emily's request forward without navigating away. Instead, because the Employee Center is embedded natively within Teams, she can pop right in. And just like Emily, Maria's content is personalized to her. Since she is a manager, she's pushed manager-specific communications directly to her. And because the embedded experience is the same as what she would get outside of Teams, all the content and action she needs to take are right here at her fingertips. So she can easily see the details of Emily's request and approve right from her home page. And picking it up from the point of view of Harry, our HR agent that was assigned to Emily's case, we can see that his workspace makes it clear what other cases he has assigned, any high priority cases, and if there are any at risk of breaching SLAs, making it easier for him to prioritize and take action on all these moving parts. But for now, Harry wants to tackle Emily's case. So he clicks into the case tile to see the details. From here, Harry has granular detail about Emily's tuition reimbursement case, such as the channel she opened the case from, what service is tied to, and more. Of particular interest is the skills section, which is what was used to auto-assign the case to Harry based on machine learning. This helps cut down on errors when managing a case like this by ensuring it is only rooted to the right individuals based on skill, geography, service, and other criteria. And his HR Agent Workspace provides all the info he might need to help manage a case like this. At a glance, he can see all the biographical info about Emily as well as see that her manager is Maria. Because this info is critical to ensure an excellent experience, it is served right up to him. To make Harry's life even easier, Agent Assist provides him with the intelligence selection of knowledge articles from across the company that are directly related to this case. So if Harry needs further information about how to handle this case or to confirm Emily fits the criteria for reimbursement, he doesn't have to leave the workspace to find the right information. And because the document Emily signed is tied to the case itself, Harry doesn't have to go searching in an outside document repository. Instead, he can tell right away that it's been signed and uploaded by Emily. He also has access to prebuilt response templates as well as step-by-step fulfillment instructions. So that no matter who receives this case, the service they provide is the same. He sees that since Emily has uploaded the signed document, all that's next is approval from both her manager and himself. If Harry needed more info from Emily, he could always open up a team's chat directly with Emily from the workspace. No need to reach out via email or phone, but rather connect with Emily in the channel she's most used to collaborating in. But in this case, Harry has all the info he needs to move the case forward. So he clicks into the approver's tab to confirm Maria has already approved the case. Since Maria has already approved, the workflow automatically assigned an approval task to Harry for final approval. Since everything is looks to be in order, he updates it to approved. Now when he returns to the Details tab, he sees that the case is fully approved. So Harry saves the case and it will await Emily's final transcripts before reimbursing her expenses. And before wrapping up his work for the day, Harry wants to prepare for an HR leadership meeting he has in the morning. So he wants to check out how the HR team is performing across a number of KPIs. With the unified navigation menu, it's simple for him to pop into the leadership dashboard without navigating away. Here he has real-time data on how the HR team is performing holistically. Not only does he have data about HR service delivery, but also insight into the broader employee experience, like net promoter score, attrition rates, which channels employees are engaging in, and more. He can also see voice of the employee data, which helps leadership keep a pulse on what employees need and where HR can continuously improve. With ServiceNow, it has never been easier to boost employee productivity and drive organizational efficiency, all to deliver a great employee experience. [MUSIC PLAYING]

Unifying experiences across the enterprise for your people and places

SPT1548-K22

K22 K2022