transformation-story.pptx
- 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
Editor's Notes
- #9: Based on the Customer story of Swiss Re. Visit the ServiceNow website to read the full story - https://www.servicenow.com/customers/swiss-re.html
- #14: ServiceNow customers aspire to exceptional business outcomes. They expect not only great products, but prescriptive guidance and insight to accelerate their journey to value. ServiceNow’s Best Practice Center of Excellence delivers this guidance through our Customer Success Center, a free resource available to all our customers and partners. On the CSC, you’ll find best practices answering top customer questions on a range of topics from how to define your strategic roadmap to tactical questions like how to assess CMDB health. We comprehensively answer technical and management questions, whether you want to know how to manage customization or how to build your ServiceNow team. No matter what your role is, you’ll find resources that save you time and money. We create these insights by working with ServiceNow experts from customers, partners, and our own teams. Think of these resources as the collective advice of the ServiceNow ecosystem, extending the power to your team. Customers like you are using these practical, actionable resources to save time and give them decision-making confidence. I invite you visit the Customer Success Center today. Let’s make a plan on how you and your team can use it on your journey.