ServiceNow Custom Applications

ServiceNow Custom Applications
A Showcase of Customer-Built Apps
Powered by the ServiceNow Platform
092413.2
“ When I started ServiceNow in 2004,
my vision was to build a cloud-based
platform that would enable regular
people to create meaningful
applications to route work through
an enterprise.”
Fred Luddy | ServiceNow Founder and
Chief Product Officer
“ There is a remarkable opportunity
in enterprise software for refreshing
legacy systems, but also in automating
business processes never captured in
systems before.”
Frank Slootman | ServiceNow President and
Chief Executive Officer
ServiceNow – The Enterprise IT Cloud Company
ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships
across the global enterprise. Organizations deploy our service to create a single system of record for IT that
automates manual tasks, standardizes processes, and consolidates legacy systems. Using our extensible platform,
our customers create custom applications that evolve the IT service model to service domains inside and outside the
enterprise. ServiceNow transforms IT from the department of no to the department of now.
The Future of IT: Managing Service Relationships in the Enterprise
Service relationships exist throughout the enterprise – between IT and business units, human resources and sales,
legal and marketing, facilities and operations, and even between internal and external service providers. They connect
requesters of a service and providers of those services. These services include a defined request for a product, a
service, information, a change or assistance with an issue. While service relationships are well defined and automated
within enterprise IT, they are inefficient, unstructured, or non-existent in other enterprise service domains.
The ServiceNow Service Automation Platform
The ServiceNow Service Automation Platform is a highly configurable, approachable, and extensible cloud platform
built on an enterprise-grade architecture and infrastructure. All ServiceNow applications are built on this single
platform, including custom applications created by ServiceNow customers and partners. These applications leverage
one user interface, one code base and one data model to create a single system of record for IT.
Non-technical IT personnel through technically-savvy developers leverage the single system of record and shared
resources provided by the platform to simplify traditional application development processes and speed time to
production. As new service applications are created and turned on, the power of the platform multiplies. With
ServiceNow, ‘citizen developers’ spend more time automating service relationships and less time defining data
models and designing application architectures.
Custom Applications | 1
A Showcase of Customer-Built Applications
This book is a showcase of customer-built applications that were created using the ServiceNow Service Automation
Platform. While some of the highlighted applications were created to automate service processes not previously
captured in systems, many were developed to replace and consolidate legacy, inefficient products – such as Lotus
Notes, MS Exchange, MS Excel, MS SharePoint and MS Project – used to deliver and manage services across the
enterprise. With ServiceNow, these customers not only transformed IT, they leveraged IT to transform the enterprise.
Operations
Facilities
Legal
Procurement
Finance
IT
HR
Marketing
Single System of Record
Single Architecture
Services
Processes
People
Locations
Automated tasks
Assets
Configuration items
Data model
Code base
Workflow engine
User interface
App dev capabilities
Web services interface
API
Sales
Services
Custom Applications | 2
Table of Contents
Actelion........................................................................................................................................................................................... 4
Bournemouth University........................................................................................................................................................... 5
Brit Insurance................................................................................................................................................................................ 6
Broward Health............................................................................................................................................................................. 7
CareWorks...................................................................................................................................................................................... 8
CERN................................................................................................................................................................................................ 9
C.H. Robinson................................................................................................................................................................................ 10
Coca-Cola...................................................................................................................................................................................... 11
DPD................................................................................................................................................................................................... 12
Equinix............................................................................................................................................................................................. 13
Key Energy Services.................................................................................................................................................................... 14
Kimberly-Clark.............................................................................................................................................................................. 15
KPN................................................................................................................................................................................................... 16
Lemminkäinen.............................................................................................................................................................................. 17
MetroPCS........................................................................................................................................................................................ 18
Morrison & Foerster..................................................................................................................................................................... 19
NBA................................................................................................................................................................................................... 20
NYSE Euronext.............................................................................................................................................................................. 21
Omnicare........................................................................................................................................................................................ 22
Pacific Aluminium........................................................................................................................................................................ 23
Pacific Life...................................................................................................................................................................................... 24
Qualcomm..................................................................................................................................................................................... 25
Santander Consumer USA........................................................................................................................................................ 26
Sephora........................................................................................................................................................................................... 27
Target............................................................................................................................................................................................... 28
The Maschhoffs............................................................................................................................................................................ 29
The Ohio State University.......................................................................................................................................................... 30
The Ohio State University - Wexner Medical Center........................................................................................................ 31
Tickets.com................................................................................................................................................................................... 32
Verisign............................................................................................................................................................................................ 33
World Wide Technology, Inc..................................................................................................................................................... 34
Custom Applications | 3
“ This was a cultural change for IT.”
Sabine Berger | Actelion
Solution
Service catalog to replace
paper-based system
Company Size
2,467
Annual Revenue
1,728 million CHF
Headquarters
Switzerland
Before
After
As a high-growth company, Actelion is rapidly
expanding their workforce and ecosystem. But
Actelion’s new employees and affiliates around
the world did not have the tools they needed to
be productive from day one.
Training two and a half thousand employees and
partners to use the service catalog would have been
costly and disruptive, and with ServiceNow they
didn’t have to. The team compares ServiceNow
usability to the simplicity of Amazon, and says that
users intuitively know how to order what they need
without training.
Application Screenshots
Custom Applications | 4
“ With ServiceNow, I would never say
never to anything! ”
Mark Flexman | Bournemouth University
Solution
Consolidation to a
single IT portal
Company Size
18,000 students and 1,700
faculty and staff members
Annual Revenue
N/A
Headquarters
UK
Before
After
University students and faculty are tech-savvy. They
spend a lot of time online researching projects and
connecting with family and friends. And they expect
an intuitive and engaging IT experience. Previously,
Bournemouth IT had patched together several
disparate systems to serve its student population.
But holes were starting to show, and they needed a
system in place that could keep up with the demands.
Since implementing ServiceNow, Bournemouth
has seen dramatic changes. IT better understands
causes of problems, can quantify their top service
requests, and they can see who should be informed
when services are affected. Plus, the student
population and faculty are happier with the new
speed of service and reduced errors in servicing
requests.
Application Screenshots
Custom Applications | 5
“ People have a visual of what’s going
on, how it’s being managed, and how
they can have input into it.”
Lewis Martin | Brit Insurance
Solution
Integrated employee
onboarding
Company Size
740
Annual Revenue
£1,489.4 million
Headquarters
UK
Before
After
An internal audit highlighted the fact that Brit Insurance
had no logical process for onboarding or removing
employees from the organization. The manual process
was extremely time consuming for the service desk.
It was not integrated with HR, facilities or finance
processes, and steps were often missed. There was
also insufficient transparency into the services offered
by IT and their associated costs.
Brit Insurance built an online service portal on
the ServiceNow Service Automation Platform for
managing all employee onboarding and termination
tasks in a measurable, transparent and repeatable
way. It delivers an improved experience for Brit
Insurance new hires by helping them get what
they need on day one and ultimately improving the
perception of IT. The automated process flow also
resulted in less re-work and improved data quality.
Application Screenshots
Custom Applications | 6
“ This is a win-win proposition for us.”
Vijo Menon | Broward Health
Solution
Built a service catalog in
about three months
Company Size
8,313
Annual Revenue
$920 million
Headquarters
USA
Before
After
With a complex infrastructure consisting of more than
400 applications, legacy and state-of-the-art systems
that need to coexist and 8,000 employees who rely
on IT to take care of their computing needs, Broward
Health needed a single system of record to deliver IT
services enterprise wide.
Broward Health IT aligned its strategy to combine
people, processes and technology, and created a
customer centric focus in response to the industry
trends both in the healthcare and IT industries. A
streamlined service catalog and single system of
record improved efficiency, reduced complexity and
validated IT’s role within the business. Now, the
CIO’s motto can really resonate: IT is an enabler.
Application Screenshots
Custom Applications | 7
“ I had to look at a platform that could
help me run the business of IT so I
could focus on the innovation of the
enterprise. And that’s really why I
looked at ServiceNow.”
Bart Murphy | CareWorks
Solution
ITGRC controls module
Company Size
820
Annual Revenue
$17.5 Million
Headquarters
USA
Before
After
CareWorks operates in six separate lines of business
that all deal with healthcare solutions for clients.
Prior to implementing ServiceNow, each department
had separate IT systems that operated in silos.
They wanted to implement a shared services model
for IT and for each business – a single system of
record – rather than disparate solutions across the
organization. GRC must-haves for CareWorks are
controls repository, controls mapping, testing results
and evidence, automated control testing, observation
identification and remediation, reporting, and
repurposing abilities.
The ServiceNow ITGRC Application and the Controls
Module make control activities a simple exercise.
IT can report to auditors and management to show
progress. The controls repository is a one-stop shop
that also maps to testing activities. No longer does
the team work through multiple versions of Excel
spreadsheets. Managers have visibility into testing
steps, expected results, and actual results for every
audit. Automated controls eliminate tedious manual
activities that are dependent upon people and are
susceptible to errors. Third party audit advantages
include the ability to easily share internal audit testing
results (plus reduced fees as a result), the ability to
provide risk assessment data, a control activities
report, an evidence repository and demonstrating
an organizational commitment to GRC.
Custom Applications | 8
“ This will ultimately help our physicists
focus on their jobs.”
Reinoud Martens | CERN
Solution
Business service portal
Company Size
2,400 FT employees and
1,500 PT employees
Annual Revenue
$1 billion CHF
Headquarters
Switzerland
Before
After
CERN is home to 2,400 staff members, playing host
to more than 10,000 visiting scientists from more than
100 nationalities. A significant increase in CERN visiting
scientists compelled CERN to revisit its approach to
service management with a renewed focus on superior
service delivery for organizational, IT and infrastructure
services. CERN needed a service management
platform that could be driven by a business service
catalog – one that would meet their extensive incident
management and request fulfillment requirements for
all organizational services including IT, facilities, finance,
human resources, safety, access, and more.
CERN employees and visiting scientists across
its vast, city-like campus now use ServiceNow to
request business services for office and laboratory
infrastructure in 657 buildings and 238 barracks;
safety services including medical services and the
fire brigade; compute infrastructure consisting of
7,000 computers, 6,900 servers with 41,000 cores,
14 PB of disk space, and 70,000 network ports
that feed 34,000 hosts. Through a two-dimensional
business catalog with many hundreds of entries
on both dimensions and approximately 1,700
relationships, new tickets are immediately routed
to the correct support group.
Application Screenshot
Custom Applications | 9
“ Our teams are demonstrating their
worth in a way I haven’t seen before.
Now it’s hard to see what business
groups would do if they didn’t have
these apps.”
Stacey Fournier-Thibodaux | C.H. Robinson
Solution
Automated workload
management system
Company Size
10,500
Annual Revenue
$10,336.3 million
Headquarters
USA
Before
After
C.H. Robinson is a leading global third-party logistics
provider. The company needed to consolidate a variety
of disparate IT tools and automate manual processes
for about 20,000 tickets per month. For example, one
problem was a shared email inbox for incident and
request management. It was possible to have three
people unknowingly working on the same request while
completely missing other requests, and no record of
what was done.
C.H. Robinson built a workload management system
that automates and replaces tedious email threads,
distribution lists and complex spreadsheets. The
new system allows IT to be more effective and
efficient because business users can quantify and
report on their work, and the company can make
better decisions based on better visibility of available
information. The new automation system has
saved about 2,080 hours per year, has completely
automated about 600 distribution list requests per
month, and has enabled IT to move charity-matching
requests from email into ServiceNow.
Application Screenshots
Custom Applications | 10
Solution
Management of soda
machine requests
Company Size
146,200
Annual Revenue
$46,542 billion
Headquarters
USA
Before
After
Coca-Cola had begun test marketing a brand new
soda machine and had to plan for a coordinated
global product launch not only for the new machines,
but also the business applications that support them.
Coca-Cola was looking for a development platform to
build a self-service portal capable of handling millions
of requests for system access across hundreds of
thousands of bottlers, partners, and new customers
as the new Freestyle machines are deployed
internationally. Coca-Cola needed to lower the costs
and demands of user provisioning, role distribution,
and application access management globally to
prepare for the product launch of these new machines.
Third Party Access (3PA) enabled IT to aggregate,
correlate, and verify the invites to partners across
the globe that needed access to the mission-critical
business applications necessary to manage the
distribution and inventory of these new devices.
Additionally, an external-facing self-service portal had
to be created to allow customers and distribution
partners to create user records, and request access
to internal Coca-Cola applications. With ServiceNow,
Coca-Cola now have a compelling UI; identity
management capabilities; a provisioning engine;
application management; and fulfillment analytics.
Detailed dashboards also allow admins to
see usage statistics and access data across
the enterprise.
Application Screenshots
Custom Applications | 11
Solution
A central delivery incident
management dashboard
for the organization
Company Size
7,500
Annual Revenue
€54 million
Headquarters
Germany
Before
After
DPD, a German parcel delivery company, was manually
collecting information on parcel delivery incidents for
about 2 million parcels every day, without a central
repository to house them. Duplicate information was
an issue due to multiple management tools; and a
lack of harmonized reporting functionality prevented
the team from working efficiently. IT wanted to move
away from email, fax, and telephone and automate
the management of delivery incidents.
Now, parcel incident managers login to a
ServiceNow depot-specific homepage with a
dashboard of all open and closed incidents, and a
map displays all open delivery incidents within the
company and their locations. Users can create daily
status reports, run reports and extract statistics,
and modify their individual settings. The homepage
even includes company news.
Application Screenshots
Custom Applications | 12
“ I have a CIO dashboard where now
all demand, all demand coming into
IT comes in through ServiceNow.
I can track projects, incidents, events,
problems and requests.”
Brian Lillie | Equinix
Solution
CIO project management
dashboard
Company Size
2,700
Annual Revenue
$1.89 billion
Headquarters
USA
Before
After
After Equinix initially implemented ServiceNow, they
had a very efficient system for managing and facilitating
incident, request, problem, change and projects
through their various life cycles from an operational
standpoint. Customer delivery had improved
exponentially, however IT lacked a consistent way
of measuring and reporting the existing demand,
forecasting for future demand and overall service
delivery and SLA compliance.
The dashboard provides the CIO and IT
infrastructure leader with real-time visibility to all
operational key performance indicators (KPIs) for
the entire IT organization. Over the course of one
month, SLA compliance metrics have improved
by up to 44%. Additionally, on a monthly basis,
the infrastructure team managers provide monthly
operating reports, which are required to include
these consistent metrics for each of the teams –
including explanations on performance drops
and improvement plans.
Application Screenshot
Custom Applications | 13
Solution
Employee safety and
environmental health
Company Size
8,500
Annual Revenue
$1.47 billion
Headquarters
USA
Before
After
Key Energy Services is committed to developing both
the newest technology and the highest standards of
employee safety and training. Key Energy Services
needed a new way to automate tasks, assignments,
notifications, and reporting of environmental health
and employee safety incidents.
Key Energy Services has evolved ServiceNow
ITIL practices to manage everything from truck
maintenance to safety response incidents in the
field to help improve equipment uptime, promote
safety and environmental health, and increase crew
productivity.
Application Screenshots
Custom Applications | 14
“ We can trust our CMDB now.”
Nathan Gee | Kimberly-Clark
Solution
Event management
Company Size
57,000
Annual Revenue
$19.7 billion
Headquarters
USA
Before
After
Kimberly-Clark needed an event monitoring solution
that was more scalable, provided better reporting
and control, and that cost significantly less than their
previous tool.
Kimberly-Clark developed an event monitoring
application on the ServiceNow Service Automation
Platform to reduce costs, eliminate duplicate
incidents, and achieve better reporting and control.
This new monitoring system replaced a legacy tool
to help Kimberly-Clark save $250,000 in annual
maintenance costs.
Application Screenshots
Custom Applications | 15
“ Over 10% of the incidents are
actually solved by the users
themselves and 41% of customers
who have a question, solve their
answers on the self-service portal.”
Petra Zijlstra | KPN
Solution
Self-service portal to
encourage user self help
Company Size
31,084
Annual Revenue
$7.5 billion
Headquarters
The Netherlands
Before
After
For KPN, call center efficiency was low due to a lack
of reusable knowledge. Plus, customers disliked using
the standard self-service portal. IT needed to create
a completely new agent user interface and a new
self-service portal to guide users towards the correct
solution.
KPN created an intuitive interface and introduced
a “points” system to incent end-users to use their
self-service portal. As a result, they experienced a
reduction in time to log tickets and great results in
end-user acceptance of self-service.
Application Screenshot
Custom Applications | 16
Solution
Business operations
Company Size
8,200
Annual Revenue
€2.3 billion
Headquarters
Finland
Before
After
Lemminkäinen is a 100-year-old Finnish construction
group experiencing explosive growth. The company
required a flexible and easily accessible cloud service
for coordinating business operations.
Lemminkäinen applied its IT process expertise
to the ServiceNow Service Automation Platform
to provide newly acquired business units with a
single access point for corporate facilities and HR
resources. Service requests for business operations
are now handled in a consistent and efficient manner,
eliminating the monotonous and inefficient routine of
paper-based and word-of-mouth workflow.
Custom Applications | 17
“ ServiceNow is not just a SaaS solution for
us; it’s really platform as a service. Now, 13
months in, we have almost all business areas
on the platform, with their own applications
automating some pretty complex processes.”
Kevin Broadway | MetroPCS
Solution
HR efficiency
application
Company Size
3,500
Annual Revenue
$4.07 billion
Headquarters
USA
Before
After
HR at MetroPCS services between 6,000 and 10,000
requests from 3,500 employees in more than 12
markets every year. HR was fielding requests through
an intricate manual process that began in email
and ended in an Access database – from there, the
team had no real-time reporting abilities or visibility
into business value. Duplication of effort was also a
problem. IT had implemented ServiceNow and put on
an informal roadshow to the rest of the company. HR
promptly responded with a request for an application
of its own.
Start to finish, IT researched, built and deployed an
HR efficiency application in just 4 weeks, and results
were extremely positive. With a tree of conversation
dashboard, massively improved clarity, and reduced
errors, HR has all the necessary metrics in one
central repository.
Application Screenshots
Custom Applications | 18
“ It’s a moment in one’s career when
you say to colleagues, ‘gosh darn it,
that was pretty darn cool’.”
James McKenna | Morrison & Foerster
Solution
A migration workflow
including automated
notifications and
scheduled tasks
Company Size
3,500
Annual Revenue
$930 million
Headquarters
USA
Before
After
When Morrison & Foerster upgraded its enterprise
user base to Windows 7 and Exchange 2010, IT
had to migrate 2,500+ users across 16 offices and
3 continents. The team needed a way to ensure
successful migration globally without having to
manually track every email response.
Using ServiceNow, Morrison & Foerster was able to
utilize custom dashboards to track global migration
progress and inbound email actions to track
responses. They were also able to automate many
of the tasks associated with the migration. As a
result, this project was executed with a high level of
consistency in work productivity and accountability,
and IT saved an estimated 9,840 people hours
due to automation.
Application Screenshots
Custom Applications | 19
Solution
A games portal for
managing game location,
tickets, teams, facilities
and more
Company Size
500
Annual Revenue
$300M
Headquarters
USA
Before
After
IT at the NBA is responsible for keeping track of which
teams play each other, when games are scheduled,
which vendors attend the games, media and
technology assets, and facilities for every game played.
The team needed a way to consolidate its manual
management system in order to prevent errors and
increase incident response time during games.
The NBA created an incident management portal
in ServiceNow to function as an arena issue
management system. IT uses the portal to manage
every single game played. IT tracks the schedule,
date and time, location, teams, facilities and vendors
within ServiceNow. For example, if a microphone at
the Lakers game stops working, an incident can be
created, referencing location, necessary details, and
status of service. ServiceNow enables fast response
times and live tracking of everything that happens
on the court.
Application Screenshot
Custom Applications | 20
Solution
Vendor portfolio
management application
Company Size
3,061
Annual Revenue
$3,749 million
Headquarters
USA
Before
After
In large IT organizations, vendors are often managed
at a department or individual level with vendor-related
information stored in different formats and not shared
between departments. This lack of interdepartmental
communication creates information silos with the
end result being redundant vendors and overlapping
product/service offerings which ultimately lead to
unnecessary costs.
The Vendor Portfolio Management application
provides a solution to the silo effect by offering
an accessible enterprise-wide central repository
for vendor information. The centralization and
standardization of vendor data provides reporting
and cost analysis that is not possible with disparate
data sources. The application seeks to be the
enterprise-wide authoritative source for all vendor
data. It contains seven interconnected modules that
when combined offer a comprehensive portfolio view
of an IT organization’s relationship with a vendor.
Application Screenshots
Custom Applications | 21
“ It’s very valuable.
It gets people excited.”
Kim Liston | Omnicare
Solution
A major IT transformation
initiative using gamification
Company Size
14,600
Annual Revenue
$6,239.9 million
Headquarters
USA
Before
After
Customer satisfaction with the National Help Desk at
Omnicare had been extremely low. The service delivery
team was given the nickname “No Help Desk” and
service escalations to the IT executive team were loud
and frequent. Abandonment rate for inbound calls was
30% and the average speed of answer was over five
minutes. The team was challenged to make immediate
improvements in service delivery or consider alternate
delivery models, such as outsourcing through a third
party. Plus, previous transformation initiatives had been
met with fear, trepidation and resistance by employees.
In just 30 hours, IT at Omnicare designed an
extensible game that seamlessly integrates with the
workflow and support processes within ServiceNow.
Contest rewards include badges, prizes, levels, an
achievements page and collaboration tools through
Live Feed. After one full month of using the game,
100% of Omnicare employees began playing and
earning badges. Abandonment rate was less than
10% and the average speed of answer was less
than 75 seconds. Customer satisfaction with the
help desk has dramatically improved and the team is
earning respect within the senior leadership of
the organization.
Application Screenshots
Custom Applications | 22
“ We achieved ROI when that first
call came in.”
Gavin Bills | Pacific Aluminium
Solution
Rapid service desk
deployment
Company Size
850
Annual Revenue
$12,159 million
Headquarters
Australia
Before
After
As part of a general Rio Tinto review of global
operations, the Rio Tinto Alcan product group
consolidated to form Pacific Aluminium, which
comprised a number of the company’s aluminium
assets across Australia, New Zealand and Singapore.
The biggest hurdle in divestment was that Pacific
Aluminium needed to extract itself as quickly and
smoothly as possible from Rio Tinto. Creating a service
desk from scratch with a targeted go-live in just 30
days was just one of the many elements the fledgling
company had to contend with.
Partnering with ServiceNow was the only way that
Pacific Aluminium could meet such an aggressive
timeline. Not only did Pacific Aluminium succeed
in implementing IT service management in a
short amount of time, the business benefited
from streamlined data tracking, automation and
metrics reporting, and a single system of record
for enterprise IT.
Custom Applications | 23
Solution
User location application
with interactive maps
Company Size
3,500
Annual Revenue
$6,660 million
Headquarters
USA
Before
After
The Desktop Support team at Pacific Life had issues
locating users’ cubicles on each of the floors in
their 9-story building. The old process required the
technician to search for the user on the company
Intranet, then text-search a PDF of the floor plan to find
the user’s name. This wasted time and resources and
made incidents difficult to track.
The Desktop Support team at Pacific Life can now
locate user cubicles from within ServiceNow, without
having to open multiple applications. From this
dashboard, they can also access an interactive map
to see other open cases on the same floor or create
new cases. IT has calculated an estimated time
savings of 344 man-hours or $25,816 per year.
Custom Applications | 24
Solution
Walk-up IT customer
service kiosks
Company Size
17,500
Annual Revenue
$13.8 billion
Headquarters
USA
Before
After
Qualcomm’s IT department struggled with
unacceptable incident and request wait times for
employees and needed a way to increase visibility
and efficiency of IT service processes.
Qualcomm created a service request kiosk
application on the ServiceNow Service Automation
Platform to improve customer service. The kiosk
application is provided at Qualcomm IT walk-up
centers and allows employees to more rapidly
request and receive hardware, software and
services. The application provides employees with
more visibility into the status of their request and
makes more efficient use of IT resources.
Application Screenshots
Custom Applications | 25
Solution
Mobile inventory
management application
Company Size
820
Annual Revenue
$34 million
Headquarters
USA
Before
After
Inventory transfers and other asset changes were
taking a long time to register in the ServiceNow
inventory system. This gave management an
incomplete inventory status at any time. A system
with near-realtime values is critical to assure financial
reports are complete and to conform to regulatory
requirements for financial data. A portable system at a
reasonable price was needed urgently in order to track
these transactions. The system to be built needed
to be mobile, easy to learn and use, and result in the
rapid transfer of a limited amount of inventory and
asset transfer information. This would include transfers
between company locations and departments,
swaps of damaged or incorrect equipment, and
new equipment entering inventory.
The new system uses handheld electronic devices
which should eliminate inventory count errors
entirely, and now records the source of the inventory
changes for the first time. Elimination of labor could
reduce headcount for this type of activity by at least
1/3, and management can evaluate performance
for this type of data collection and information for
the first time.
Application Screenshot
Custom Applications | 26
Found from best brand website
Modify logo
“ We decided to address other business
needs to show our value because the
business doesn’t really appreciate
ITSM. They know that it works, but they
don’t know how or why.”
Javier Rodriguez | Sephora
Solution
Project enhancement
workflow
Company Size
5,000
Annual Revenue
$326.3 million
Headquarters
USA
Before
After
Sephora operates approximately 1,300 stores in 27
countries worldwide. Sephora.com is the largest
North American Sephora store in terms of sales and
product selection. At any given time, IT at Sephora
is working on a scope of 500 projects across retail
stores, employee education, HR, Sephora.com, and
more, every year. Each department is responsible for
prioritizing projects and providing status updates to
management. However, all of this work was being
done in spreadsheets. Due to Sephora’s rapid growth,
IT needed to upgrade its processes in order to meet
booming business demand. The team created a
scorecard project portfolio app to help rank, track,
complete and report requests across the business.
IT turned an original spreadsheet of 900 projects into
one multifunctional dashboard, making the project
portfolio one of the most effective applications ever
put into production. Not only do Sephora executives
utilize data pulled from the app, but the CIO coined it
as the “IT Swiss Army Knife”.
Application Screenshots
Custom Applications | 27
“ 56% of all the requests that have
come in for mobile device incidents
request help through the ServiceNow
instance.”
Erich Selvig | Target
Solution
Walk-up appointment
booking application
Company Size
365,000
Annual Revenue
$69.87 billion
Headquarters
USA
Before
After
Target delivers affordable prices and an easy,
convenient shopping experience for anything from
vitamins to v-neck tee shirts. With over 1,780 stores
and 37 distribution centers in the U.S. alone, the IT
team at Target headquarters works to handle service
appointments from the employees that manage them.
But, Target employees were demanding a more
personal approach to IT. To move away from a callcenter-based service approach, the team needed a
system to support up to 20,000 unique employees
that was also integrated with ServiceNow. The
solution to this was the creation of a custom branded
walk-up appointment booking module built on the
ServiceNow Service Automation Platform.
The module currently holds a 94 percent customer
satisfaction rate. Support has moved completely
out of call centers. Administrators can track a slew
of new metrics to ensure service goals are met,
and employees can easily book appointments in
person, through the ServiceNow UI or even a
custom iPad application.
Application Screenshots
Custom Applications | 28
“ Once we turned on ServiceNow, it was
almost a night-and-day difference”
Mike Segelhorst | The Maschhoffs
Solution
Dashboards driving
pork production
Company Size
1,100
Annual Revenue
$650 million
Headquarters
USA
Before
After
Pork production is typically science-driven, not
technology-driven. But when the owners of The
Maschhoffs began executing a growth-focused
business plan that included several acquisitions in
a short timeframe, IT needed to develop processes
and automation to help them become more
responsive and efficient.
The Maschhoffs have adopted many IT Infrastructure
Library (ITIL) processes and use ServiceNow to carry
them out. As a result, nearly 80 percent of the 1,000
incidents received per month are resolved on the first
call. This improved resolution rate has sent a strong
signal to the business that their needs are important
and that IT can handle them quickly. Soon, they plan
to expand beyond IT and automate many processes
for the veterinary staff.
Custom Applications | 29
Solution
QR code mobile
scanner application
Company Size
130,000
students & faculty
Annual Revenue
N/A
Headquarters
USA
Before
After
The largest university in the world needed a way to
streamline the maintenance process for campus
hardware and technology used to support large
university sporting events. With reporting and solving
technology issues, time was of the essence. University
and third party technicians wanted to be able to trigger
business processes or incidents with the click of
a button.
The Ohio State University Mobile Scanner application
makes reporting and tracking hardware-related
issues efficient and accurate. Using this application,
any technician can take a picture of the QR code on
a hardware asset and instantly submit the incident to
the service desk. Incidents have reduced from 2-5
days dispatch time to under one minute response
time, and resolution time has reduced from 5-7 days
down to less than one day.
Application Screenshots
Custom Applications | 30
Solution
Facilities management
Company Size
12,500 faculty & staff
Annual Revenue
N/A
Headquarters
USA
Before
After
The OSU Medical Center needed a way of handling
facilities-related requests including requests for
additional space, construction and renovation projects,
signage requests, furniture, personnel relocation,
storage and disposal of furniture and equipment,
space information, and lease termination. They needed
something that spanned the years-long management
process while allowing for a single-task structure and
providing detailed visibility into underlying processes.
Above all, OSU needed to streamline communication
across departments beyond the ITSM group.
Within five months from go-live, 1,124 requests
were submitted to the facilities department. With
ServiceNow, OSU has eliminated paper forms,
ad-hoc approval processes and outdated web
forms. It has also added workflow management and
process improvement throughout the organization.
Custom Applications | 31
“ There was a tremendous opportunity to
build great things (with ServiceNow).”
Greg Crowder | Tickets.com
Solution
An “on sale” module
for ticket sales
Company Size
201-500
Annual Revenue
Privately held
Headquarters
USA
Before
After
Tickets.com delivers high volume, real-time ticketing
transactions in a secure online environment – for
anything from baseball to Bieber. In preparation for
high-demand event sales, the team at Tickets.com
works to configure, test, and ensure approvals are in
place for a good user experience. But, the functional
team had no good way to calendar, track progress,
confirm approvals, and maintain historical records for
the major events. The solution to this was the creation
of the Major Event Module in ServiceNow.
The success of this module has been overwhelming.
Since inception, Tickets.com has reduced its labor
cost by approximately 20%, while improving their
success rate to nearly 100%. Tickets.com has set
records for selling out venues such as Boston’s
Fenway Park and continue to remove complexity
both internally and externally.
Application Screenshots
Custom Applications | 32
Solution
Data center management
Company Size
1,050
Annual Revenue
$680 million
Headquarters
USA
Before
After
Verisign’s critical facilities team needed a system to
manage power and space in their data centers around
the world. At a significant cost to productivity, they had
been manually maintaining multiple CMDB-independent
spreadsheets, and were challenged with old data,
version control and data drift. They also wanted to be
able to visualize their data center power and space
information.
Power and space data are now maintained by
automated business rules that fire as part of
existing workflows. Data center floor and server
rack visualizations pull live data from the CMDB.
There has also been a substantial increase in data
accuracy and two full-time employees are now
dedicated to more proactive and essential data
center responsibilities.
Application Screenshots
Custom Applications | 33
“ Our entire IT organization
uses ServiceNow.”
Sarah Goellner | World Wide Technology, Inc.
Solution
Automated code
deployment
Company Size
2,200
Annual Revenue
$5 billion
Headquarters
USA
Before
After
At WWT, a complex IT environment saw developers
deploying their own code. With new functionality being
released weekly to business and external customers,
deployments were time consuming. IT needed a way
to perform code deployments in a quick, controlled,
and consistent manner.
WWT feels it has just scratched the surface.
ServiceNow’s metrics allow IT to see how many
deployments are being run at any given time. Each
one is logged and analyzed for most common errors,
previous attempts, and average time to complete.
From an integration with Oracle OMM, WWT can see
which tables a deployment affects and whether or
not it should run during a maintenance window to
be successful.
Application Screenshot
Custom Applications | 34
servicenow.com
©2013 ServiceNow, Inc. All rights reserved. ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc.
All other brand and product names are trademarks or registered trademarks of their respective holders.