Now Platform Technology Deep Dive
Dragan Preocanin
Dylan Lindgren
APJ Platform Innovation Team Lead
APJ Platform Innovation Team – Senior UI Developer
ServiceNow
ServiceNow
© 2017 ServiceNow All Rights Reserved
1
Safe Harbor
This presentation contains “forward‐looking” statements that are based on our management’s beliefs and assumptions and on information currently available to
management. We intend for such forward‐looking statements to be covered by the safe harbor provisions for forward‐looking statements contained in the U.S. Private
Securities 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 market
opportunities, 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 factors
that may cause our actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by
the forward‐looking statements. We cannot guarantee that we actually will achieve the plans, intentions, or expectations disclosed in our forward‐looking statements and
you 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 intend
to update these forward‐looking statements, to review or confirm analysts’ expectations, or to provide interim reports or updates on the progress of the current financial
quarter. Further information on these and other factors that could affect our financial results are included our filings we make with the Securities and Exchange
Commission.
This presentation includes certain non‐GAAP financial measures as defined by SEC rules. We have provided a reconciliation of those measures to the most directly
comparable 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 in
making 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 of
any features or functionality described for our products remains at ServiceNow’s sole discretion.
© 2017 ServiceNow All Rights Reserved
2
Agenda
• ServiceNow solutions on the Now Platform
• Key capabilities highlights
• Customer success examples
© 2017 ServiceNow All Rights Reserved
3
Speaker Introduction
NAME: Dragan Preocanin
TITLE: APJ Platform Innovation Team Lead
FUNCTION: Solution Consulting
COMPANY: ServiceNow
EXPERIENCE: 5 Years in ServiceNow Solution Consulting
EXPERTISE: Solution Architecture, Workflow/Orchestration, ServiceNow Application Creation
© 2017 ServiceNow All Rights Reserved
4
Speaker Introduction
NAME: Dylan Lindgren
TITLE: APJ Platform Innovation Team – Senior UI Developer
FUNCTION: Solution Consulting
COMPANY: ServiceNow
EXPERIENCE: 1 Year in ServiceNow Solution Consulting, 2 years in ServiceNow Services
EXPERTISE: Full Stack Web Development, Service Portal, ServiceNow Application Creation
© 2017 ServiceNow All Rights Reserved
5
ServiceNow® System of Action™
Cloud
Services
SECURITY
Anomaly
Detection
CUSTOMER SERVICE
Peer
Benchmarking
...
.........
....
Now
Platform™
...
.........
........
HR
Performance
Forecasting
BUSINESS APPS
Predictive
Modeling
.....
.....
IT
...
.........
.
...... ....
Intelligent Automation Engine
Service
Portal
Nonstop
Cloud
© 2017 ServiceNow All Rights Reserved
Subscription &
Notification
Knowledge
Base
Service
Catalog
Multi-Instance
Workflow
Developer
Tools
Secure & Compliant
6
Reports &
Dashboards
Single
Database
Scalable
Contextual
Collaboration
Orchestration
Now Platform™
Notify
Visual Task Board
Connect
Push
SMS
Service Portal
Email
Mobile
User Experience & Notification Services
Intelligent
Automation
Git
Integration
Developer
Instance
Automated
Testing
Peer
Benchmarking
...
.......
.
..........
Script
Debugger
Portal Widget
Editor
Dev Tools
Integration
Services
Scripted
APIs
API
Explorer
JSON
SOAP
REST
XML
......
.....
...
.......
.
.....
Delegated
Development
Code
Sharing
Studio
IDE
...
.......
.
......... ....
Service
Creator
Forms
Designer
Visual
Workflow
Portal
Designer
UI Policies
Table &
Schema Builder
AJAX
Bootstrap
HTML/CSS
Javascript
Angular JS
Anomaly
Detection
No / Low Code
Performance
Forecasting
Reporting
Engine
Orchestration
CMDB
Pro Code
Knowledge
Management
Service Catalog
Workflow
Process Engine
Subscription
Management
Business Rules
MID Server
Core Services
Predictive
Modeling
Encryption
Tokenization
2-Factor
Authorization
OAuth
SAML
Security
© 2017 ServiceNow All Rights Reserved
7
SSO
Scalable
LDAP
ACLs & Roles
Import &
Export
Now Platform™
Notify
Visual Task Board
Connect
Push
SMS
Service Portal
Email
Mobile
User Experience & Notification Services
Intelligent
Automation
Git
Integration
Developer
Instance
Automated
Testing
Peer
Benchmarking
...
.......
.
..........
Script
Debugger
Portal Widget
Editor
Dev Tools
Integration
Services
Scripted
APIs
API
Explorer
JSON
SOAP
REST
XML
......
.....
...
.......
.
.....
Delegated
Development
Code
Sharing
Studio
IDE
...
.......
.
......... ....
Service
Creator
Forms
Designer
Visual
Workflow
Portal
Designer
UI Policies
Table &
Schema Builder
AJAX
Bootstrap
HTML/CSS
Javascript
Angular JS
Anomaly
Detection
No / Low Code
Performance
Forecasting
Reporting
Engine
Orchestration
CMDB
Pro Code
Knowledge
Management
Service Catalog
Workflow
Process Engine
Subscription
Management
Business Rules
MID Server
Core Services
Predictive
Modeling
Encryption
Tokenization
2-Factor
Authorization
OAuth
SAML
Security
© 2017 ServiceNow All Rights Reserved
8
SSO
Scalable
LDAP
ACLs & Roles
Import &
Export
Create Amazing User Experiences On Any Device
Go Native. Go Mobile.
Key Highlights:
• Native Mobile Apps: Consistent experience regardless of
device
• Service Portal Designer: Design an experience and instantly
preview renderings across devices
• Guided Tour Designer: Show users how to navigate any
form, report or app
© 2017 ServiceNow All Rights Reserved
9
Now Platform™
Notify
Visual Task Board
Connect
Push
SMS
Service Portal
Email
Mobile
User Experience & Notification Services
Intelligent
Automation
Git
Integration
Developer
Instance
Automated
Testing
Peer
Benchmarking
...
.......
.
..........
Script
Debugger
Portal Widget
Editor
Dev Tools
Integration
Services
Scripted
APIs
API
Explorer
JSON
SOAP
REST
XML
......
.....
...
.......
.
.....
Delegated
Development
Code
Sharing
Studio
IDE
...
.......
.
......... ....
Service
Creator
Forms
Designer
Visual
Workflow
Portal
Designer
UI Policies
Table &
Schema Builder
AJAX
Bootstrap
HTML/CSS
Javascript
Angular JS
Anomaly
Detection
No / Low Code
Performance
Forecasting
Reporting
Engine
Orchestration
CMDB
Pro Code
Knowledge
Management
Service Catalog
Workflow
Process Engine
Subscription
Management
Business Rules
MID Server
Core Services
Predictive
Modeling
Encryption
Tokenization
2-Factor
Authorization
OAuth
SAML
Security
© 2017 ServiceNow All Rights Reserved
10
SSO
Scalable
LDAP
ACLs & Roles
Import &
Export
Unleash Innovation
No Code to Pro Code. Complete Control.
Key Highlights:
• Studio IDE: Leading tool set integrations and
predefined options
• Delegated Development: App resource
allocation & enforcement
• Automated Testing Framework: Create, save,
and run automated tests
© 2017 ServiceNow All Rights Reserved
11
Now Platform™
Notify
Visual Task Board
Connect
Push
SMS
Service Portal
Email
Mobile
User Experience & Notification Services
Intelligent
Automation
Git
Integration
Developer
Instance
Automated
Testing
Peer
Benchmarking
...
.......
.
..........
Script
Debugger
Portal Widget
Editor
Dev Tools
Integration
Services
Scripted
APIs
API
Explorer
JSON
SOAP
REST
XML
......
.....
...
.......
.
.....
Delegated
Development
Code
Sharing
Studio
IDE
...
.......
.
......... ....
Service
Creator
Forms
Designer
Visual
Workflow
Portal
Designer
UI Policies
Table &
Schema Builder
AJAX
Bootstrap
HTML/CSS
Javascript
Angular JS
Anomaly
Detection
No / Low Code
Performance
Forecasting
Reporting
Engine
Orchestration
CMDB
Pro Code
Knowledge
Management
Service Catalog
Workflow
Process Engine
Subscription
Management
Business Rules
MID Server
Core Services
Predictive
Modeling
Encryption
Tokenization
2-Factor
Authorization
OAuth
SAML
Security
© 2017 ServiceNow All Rights Reserved
12
SSO
Scalable
LDAP
ACLs & Roles
Import &
Export
Connect All Data and Processes Across Your Enterprise
No Data Silos. No Process Boundaries.
Key Highlights:
• CMDB: Single data model and system of record
• Orchestration: Codeless activity designer & templates
to share data between activities
• MetricBase: capture and process time series data in
real time
© 2017 ServiceNow All Rights Reserved
13
Now Platform™
Notify
Visual Task Board
Connect
Push
SMS
Service Portal
Email
Mobile
User Experience & Notification Services
Intelligent
Automation
Git
Integration
Developer
Instance
Automated
Testing
Peer
Benchmarking
...
.......
.
..........
Script
Debugger
Portal Widget
Editor
Dev Tools
Integration
Services
Scripted
APIs
API
Explorer
JSON
SOAP
REST
XML
......
.....
...
.......
...
...
Delegated
Development
Code
Sharing
Studio
IDE
...
.......
.
......... ....
Service
Creator
Forms
Designer
Visual
Workflow
Portal
Designer
UI Policies
Table &
Schema Builder
AJAX
Bootstrap
HTML/CSS
Javascript
Angular JS
Anomaly
Detection
No / Low Code
Performance
Forecasting
Reporting
Engine
Orchestration
CMDB
Pro Code
Knowledge
Management
Service Catalog
Workflow
Process Engine
Subscription
Management
Business Rules
MID Server
Core Services
Predictive
Modeling
Encryption
Tokenization
2-Factor
Authorization
OAuth
SAML
Security
© 2017 ServiceNow All Rights Reserved
14
SSO
Scalable
LDAP
ACLs & Roles
Import &
Export
Integrate Anything Across Enterprise Systems
Integrations Without Boundaries
@
EMAIL
FILE (CSV, EXCEL, XML)
SCHEDULED JOBS
LDAP
WORKFLOW
WEB SERVICES (SOAP/REST)
BUSINESS RULES
RULES
DATABASE (JDBC)
EVENTS
MANUAL INTERACTION
SCRIPTS
MID
SERVER
POWERSHELL
SHELL
JAVA
Key Highlights:
• MID Server: Facilitates data across the platform
and external app/data sources
• REST API Explorer: build & send REST requests
© 2017 ServiceNow All Rights Reserved
15
Now Platform™
Notify
Visual Task Board
Connect
Push
SMS
Service Portal
Email
Mobile
User Experience & Notification Services
Intelligent
Automation
Git
Integration
Developer
Instance
Automated
Testing
Peer
Benchmarking
...
.......
.
..........
Script
Debugger
Portal Widget
Editor
Dev Tools
Integration
Services
Scripted
APIs
API
Explorer
JSON
SOAP
REST
XML
......
.....
...
.......
.
.....
Delegated
Development
Code
Sharing
Studio
IDE
...
.......
.
......... ....
Service
Creator
Forms
Designer
Visual
Workflow
Portal
Designer
UI Policies
Table &
Schema Builder
AJAX
Bootstrap
HTML/CSS
Javascript
Angular JS
Anomaly
Detection
No / Low Code
Performance
Forecasting
Reporting
Engine
Orchestration
CMDB
Pro Code
Knowledge
Management
Service Catalog
Workflow
Process Engine
Subscription
Management
Business Rules
MID Server
Core Services
Predictive
Modeling
Encryption
Tokenization
2-Factor
Authorization
OAuth
SAML
Security
© 2017 ServiceNow All Rights Reserved
16
SSO
Scalable
LDAP
ACLs & Roles
Import &
Export
Reliable Built-in Security & Compliance
Data Protection. Day One Compliance.
What customer sees
• ISO 27001, 27018
• SSAE 16 SOC 1 Type 2
• SSAE 16 SOC2 Type 2
• FedRAMP Moderate JABP-ATO
• US DoD Impact Level 2
What everyone else sees
• EU Privacy Shield
• Multi-Tier Cloud Security Standard
(Singapore)
• Australian Signals Directorate (ASD)
ENCRYPTION
© 2017 ServiceNow All Rights Reserved
ROLE-BASED
ACCESS CONTROLS
IDENTITY
MANAGEMENT
17
COMPLIANCE
C E R T I F I C AT I O N S
Now Platform™
Notify
Visual Task Board
Connect
Push
SMS
Service Portal
Email
Mobile
User Experience & Notification Services
Intelligent
Automation
Git
Integration
Developer
Instance
Automated
Testing
Peer
Benchmarking
...
.......
.
..........
Script
Debugger
Portal Widget
Editor
Dev Tools
Integration
Services
Scripted
APIs
API
Explorer
JSON
SOAP
REST
XML
......
.....
...
.......
.
.....
Delegated
Development
Code
Sharing
Studio
IDE
...
.......
.
......... ....
Service
Creator
Forms
Designer
Visual
Workflow
Portal
Designer
UI Policies
Table &
Schema Builder
AJAX
Bootstrap
HTML/CSS
Javascript
Angular JS
Anomaly
Detection
No / Low Code
Performance
Forecasting
Reporting
Engine
Orchestration
CMDB
Pro Code
Knowledge
Management
Service Catalog
Workflow
Process Engine
Subscription
Management
Business Rules
MID Server
Core Services
Predictive
Modeling
Encryption
Tokenization
2-Factor
Authorization
OAuth
SAML
Security
© 2017 ServiceNow All Rights Reserved
18
SSO
Scalable
LDAP
ACLs & Roles
Import &
Export
Intelligently Automate Your Business Processes
Automatically categorize and route work based on personalized adaptive intelligence
Key Highlights:
Agent Intelligence:
• Auto-assign Categories, Priorities
and Groups
• Automate task dispatching
• Extend with APIs
© 2017 ServiceNow All Rights Reserved
19
Desjardins: Rapid Application Development
Place screenshot here
PROBLEM
SOLUTION
• Over 3,000 legacy apps on Lotus Notes
• Migrate Lotus Notes apps to ServiceNow
• Poor end user app experience
• Use Agile development practices
• Slow, tedious development cycles
• Apps created on ServiceNow: Loan
Management, Change of Account,
Grievances
R E S U LT S
• 3X faster application development and
delivery
• Reduced developer onboarding times to
under 10 days
• Minimized hardware and platform
maintenance costs
“Moving to ServiceNow has given us a consistent structure for our applications, and it allows us
to easily share data and documents— something we just couldn’t do with Access and Excel-based tools.”
© 2017 ServiceNow All Rights Reserved
- Jean-Pierre Thibert, RADev Center
& Shared Services Director
20
Cox Automotive: Safety Automation App
Place screenshot here
Place
screenshot
here
PROBLEM
SOLUTION
• Average 6 claims per 100 FTE’s per year
at an average cost of $7M
• Keep surveys easy for Auction Team
Members to complete
• 95 Customer Claims per year averaging
$4M
• Allow shop leads to participate in survey
process
• Total of $11M in claims annually
• Keep solution affordable
• Complete using mobile devices
• Immediate scoring for quick feedback and
remediation
© 2017 ServiceNow All Rights Reserved
21
R E S U LT S
• $2.3M average annual cost avoidance
(3000% ROI)
• Time to conduct audit from 1 day per
location to 30 minutes
• Workers’ Compensation Claims reduced
by 2 basis points
Need More Info?
Customer Resources on Servicenow.com
Analyst Research
© 2017 ServiceNow All Rights Reserved
eBooks
22
Top Takeaways
1
2
3
Build the
applications your
users will actually
use
Break application
backlogs by
extending your
development
resources
Connect your data
and processes with
intelligent
automation
© 2017 ServiceNow All Rights Reserved
23