Managing Now Platform Demand Customer success best practices

Agenda What is platform demand management and why should you care? What is the best approach to managing platform demand? What can you do right now? What resources are available for additional information? 2 © 2020 Service. Now, Inc. All Rights Reserved.

Platform demand management defined Service. Now Demand Platform demand management centralizes Service. Now® requests and automates the investment decision process 3 © 2020 Service. Now, Inc. All Rights Reserved.

The value of platform demand management Work on what matters most Quality of services and capabilities Stakeholder visibility and alignment Enhanced collaboration Streamlined evaluation process Quality of services and capabilities 4 © 2020 Service. Now, Inc. All Rights Reserved.

Four best practice steps to manage platform demand STEP 1 STEP 2 STEP 3 STEP 4 Create a demand intake model Prioritize and approve demands Align demands and roadmap to business outcomes Use Agile practices to increase velocity Demand 5 © 2020 Service. Now, Inc. All Rights Reserved.

STEP 1 STEP 2 STEP 3 STEP 4 Step 1: Create a demand intake model What? Create a simple demand intake form to evaluate and triage demands. How? Encourage a user story format to articulate need and impact. Who? Define stakeholder roles throughout the demand management process. Where? Determine a single system of record for demand management. 6 © 2020 Service. Now, Inc. All Rights Reserved.

STEP 1 STEP 2 STEP 3 STEP 4 Step 2: Enhance, prioritize, and approve

STEP 1 STEP 2 STEP 3 STEP 4 Step 3: Align demands and roadmap to outcomes Strategic drivers/ Expected business outcomes Inform stakeholders of the Service. Now roadmap Understand stakeholders’ business outcomes to anticipate demands for Service. Now Platform team/ Demand Board Service. Now roadmap Continuously monitor and update your Service. Now roadmap 8 © 2020 Service. Now, Inc. All Rights Reserved.

STEP 1 STEP 2 STEP 3 STEP 4 Step 4: Increase delivery velocity using Agile practices 2020 Q 1 2020 Q 2 2020 Q 3 2020 Q 4 Products/Programs Features/Projects Sprint 1 Sprint 2 Features/Projects Sprint 3 Sprint 1 9 Sprint 2 Sprint 3 © 2020 Service. Now, Inc. All Rights Reserved.

What should you do next? Review the demand management materials available on the Customer Success Center: • Success Checklist • Success Playbook • Success Quick Answer—Demand scoring Discuss your platform demand management process with your Platform owner. Plan to roll out or refine your platform management demand process to align with best practice. 10 © 2020 Service. Now, Inc. All Rights Reserved.

Contact us with your questions best. practices@servicenow. com http: //www. servicenow. com/success 11 ©

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