Resolve Customer Issues at Lightspeed– IncreaseCustomer Loyalty and Reduce CostsMIKE KNAGGSTOM KOPYCIOKSOLUTION BUSINESS MANAGER, CSMServiceNowSOLUTIONS CONSULTING LEAD, CSMServiceNow 2017 ServiceNow All Rights Reserved

Safe HarborThis presentation contains “forward‐looking” statements that are based on our management’s beliefs and assumptions and on information currently available tomanagement. We intend for such forward‐looking statements to be covered by the safe harbor provisions for forward‐looking statements contained in the U.S. PrivateSecurities Litigation Reform Act of 1995. Forward‐looking statements include information concerning our possible or assumed strategy, future operations, financing plans,operating model, financial position, future revenues, projected costs, competitive position, industry environment, potential growth opportunities, potential marketopportunities, plans and objectives of management and the effects of competition.Forward‐looking statements include all statements that are not historical facts and can be identified by terms such as “anticipates,” “believes,” “could,” “seeks,”“estimates,” “expects,” “intends,” “may,” “plans,” “potential,” “predicts,” “projects,” “should,” “will,” “would” or similar expressions and the negatives of those terms,although not all forward‐looking statements contain these identifying words. Forward‐looking statements involve known and unknown risks, uncertainties and other factorsthat may cause our actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied bythe forward‐looking statements. We cannot guarantee that we actually will achieve the plans, intentions, or expectations disclosed in our forward‐looking statements andyou should not place undue reliance on our forward‐looking statements.Forward-looking statements represent our management’s beliefs and assumptions only as of the date of this presentation. We undertake no obligation, and do not intendto update these forward‐looking statements, to review or confirm analysts’ expectations, or to provide interim reports or updates on the progress of the current financialquarter. Further information on these and other factors that could affect our financial results are included our filings we make with the Securities and ExchangeCommission.This presentation includes certain non‐GAAP financial measures as defined by SEC rules. We have provided a reconciliation of those measures to the most directlycomparable GAAP measures in the Appendix.The information in this presentation on new products, features, or functionalities is intended to outline ServiceNow’s general product direction and should not be included inmaking a purchasing decision. The information on new products, features, functionalities is for informational purposes only and may not be incorporated into any contract.The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing ofany features or functionality described for our products remains at ServiceNow’s sole discretion. 2017 ServiceNow All Rights Reserved2

Trends I’ve Seen Affecting Customer ServiceEngagement To ActionEvery Company Is ATechnology Company

Customer Service Is Key To Business SuccessCUSTOMEREXPERIENCECUSTOMERL O YA LT YREVENUEGROWTH“A 5% increase in customer retention can increase profits by up to 95%.”Bain and Company 2017 ServiceNow All Rights Reserved

But There Is a Disconnect%80of companies saythey deliver superiorcustomer serviceForrester 2017 ServiceNow All Rights ReservedYET%8of people think thesesame companies delivercustomer service worthyof a superior rating


The ServiceNow System Of Action ServiceTrack StatusSelfServeMeasure &OptimizePrioritize& AssignCollaborate& ResolveMonitor &Prevent

ServiceNow Customer Service ManagementEFFORTLESSCONNECTEDPROACTIVEAutomate and personalizeself-serviceAssign and resolveissuesMonitor and preventissues

2017 ServiceNow All Rights Reserved

2017 ServiceNow All Rights Reserved

2017 ServiceNow All Rights Reserved

2017 ServiceNow All Rights Reserved

2017 ServiceNow All Rights Reserved


ServiceNow Customer Service ManagementOmni ChannelEngagementCustomer DataManagementCaseManagementKnowledge andCommunitiesField ServiceManagementService Management DifferentiationIT- Problem SERVICE- Change - ConfigurationSECURITY Catalog - eerBenchmarksHRBUSINESS APPSPerformanceForecastingIntelligent Automation EngineServicePortalSubscription& eloperToolsReports &DashboardsNonstop ation

ServiceNow CommunitiesNOWAVAILABLENow, Customer Service Is A Team SportPersonalize a self-serviceexperiencePlace screenshot hereEngage with peers and expertsAct on customer insights

Every Cloud Service Benefits From Intelligent AutomationHRRoute requestsPersonalize contentCompare performanceBUSINESS APPSAssign values to fieldsCorrelate eventsCreate predictive actionSECURITYScore incident riskBlock threat indicatorsOptimize resolutionCUSTOMER SERVICERoute casesPrioritize worklistsRecommend actionITRoute tasksPrevent outagesCompare performance

6PRODUCTANNOUCEMENTSCUSTOMER SERVICEAnnouncing: Agent Intelligencefor Customer Service ManagementAVAILABLE INKINGSTONAccelerate Customer Response Times With Case Categorization, Prioritization, and AssignmentIncrease satisfaction bysimplifying customer requestsPlace screenshot hereAutomate agent work freeing timeto resolve important issuesReduce errors and escalations

ServiceNow Customer Support Is Seeing Amazing [email protected] Service PilotSAMETime SavedPer Ticket90SECONDSIncidentsPredicted21,800

The Results Are Scaling Across ServiceNow ed71%CorrectlyAssigned26,598AnnualSavingsService Desk Agents90,000TicketsHOURS




Hear From Telstra About Customer Service Management1:45pm – 2:15pm - Location

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EPICORDEMOCUSTOMER SERVICE DEPARTMENT OF THE YEAR 2017 ServiceNow All Rights Reserved 2017 ServiceNow All Rights ReservedConfidential26

C U STO M ER S E RV ICE M A N AGEMENTCustomer ServiceManagement helps servicebecome part of the growthfunction for GE.– Ashley Haynes-Gaspar, General Manager of GlobalSupport 2017 ServiceNow All Rights ReservedCustomerlogos are theAlltrademarksor registered Confidentialtrademarks of their respective holders and not ServiceNow 2017 ServiceNowRights Reserved27

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