GBS Query Management Process and Service now Training

GBS Query Management Process and Service -now Training Territory Finance – Introduction to Service-now

Introduction Ø New query management process for GBS. Ø Fills the need to track, understand, analyze and manage the customer inquires. Ø Recognizes opportunities for continuous improvement. 12/19/2021 -- SPE Confidential 2

Service-now – Key Changes Prior to Implementation • There was no standardized service request tracking solution. • Requests were submitted and tracked using various processes (personal emails, spreadsheets, etc. ) • End users had limited visibility to the status of their requests. 12/19/2021 Post Implementation • All finance queries processed by GBS are entered on-line into Service Now. • All queries can be tracked by both the GBS and the customers online. • Queries are automatically created and assigned to the appropriate teams for resolution based on customer emails. • Resolution times, changes and followup information are captured within the query and easily accessible. -- SPE Confidential 3 3

Service-now Launch Service-now will help GBS… • Resolve customer queries quickly and accurately • Improve management (ownership, tracking and reporting) of queries/incidents throughout their lifecycle • Provide management and stakeholder visibility 12/19/2021 -- SPE Confidential 4

Service-now Process and Highlights Monthly Operational Reviews Queries and Requests Service-now KPI Analysis Service-now provides for the tracking of queries which results in the efficient creation of monthly review reports that are shared with territories, as well as key performance indicator analysis to measure the performance of the groups. 12/19/2021 -- SPE Confidential 5

How it works Ø All customer queries and issues will be logged and managed through the GBS query management system – “Service-now”. Ø Customers are serviced according to their Process, LOB and Country. In order to facilitate this, “Assignment Groups” have been set up in Service-now for GBS process team members Ø There are designated email addresses that correspond to the Assignment Groups. Any emails send to these auto-creates a query and assigns the query to the right group Ø The preferred way to submit queries is now through designated GBS email addresses that have been established by process, by country, by customer company and by LOB. These should be used by all customers, vendors and GBS personnel to communicate queries/issues. This will allow the auto logging of the queries/issues in Service-now. Ø All other customer queries and issues received via telephone, personal email address, fax etc. need to be logged manually by GBS personnel in an “open” state in Service-now. Ø Any follow ups addressed to the generic/designated email boxes will be tracked 12/19/2021 -- SPE Confidential automatically in Service-now. 6

Query/Issue Management Process 12/19/2021 -- SPE Confidential 7

Query/Issue Resolution Process There are 7 basic steps to resolve a customer query/issue: 1. 2. 3. 4. 5. 6. 7. 12/19/2021 Identification Recording/Logging Categorization & Assignment Investigation and Diagnoses Resolution Resolved? Closure -- SPE Confidential 8

Query/Issue Resolution Process and Roles GBS Customers, Line of Business, and Support Departments • Submit queries and requests to GBS members via email, self service or direct contact • Respond to GBS inquiries as requested Identification 12/19/2021 Recording/ Logging Categorization & Assignment Investigation & Diagnosis -- SPE Confidential Resolution Resolved? Closure 9

Creation of a Query in Service-now There are two ways that a query can be created: 1. Automatic ü Emails sent to the designated GBS mailboxes (see appendix) will automatically create a new query and assign it to the associated Assignment Group. ü Queries/issues submitted through the Self Service option of Servicenow will automatically create a new query and assign it to the appropriate Assignment Group. 2. Manual ü GBS users can use the “Create a New Query” option in Service-now to log and create a new query detailing the customer request and assign it to the appropriate Assignment Group. 12/19/2021 -- SPE Confidential 10

Conclusion - Next Steps Ø All requests and issues will now follow the standard the query management process in Service-now Ø A monthly activity/status report on queries/issues logged in Service-now will be generated and shared with the stakeholders in the monthly operations review meeting Ø KPI metrics will be derived from Service-now data and shared (see appendix for metrics) Ø Project team will reach out in a month’s time to gain feedback on the process in order to make improvements 12/19/2021 -- SPE Confidential 11

Agenda ü ü ü Ø Service Now Objectives Introduction & Principles Process Overview Query Creation Conclusion Contact Info 12/19/2021 -- SPE Confidential 12

GBS SPE Management Contact Information 12/19/2021 -- SPE Confidential 13

GBS Process Team Member GBS Internal SPE Customers External (Vendors & Customers Query/Issue Management Process Overview Initiate query (email ) Initiate query (email or selfservice) Initiate query (self -service) Provide required information Initiate query (phone) Receive notification of resolution Register and assign query Review and assign queries with "open” status 12/19/2021 Research and contact relevant party if necessary Resolve query -- SPE Confidential Close ticket & Notify requestor 14

Listing of KPI’s 12/19/2021 -- SPE Confidential 15

Questions & Answers 12/19/2021 -- SPE Confidential 16