Slide 1: Realize and manage value from your ServiceNow investments
Realize and manage value from your ServiceNow investments Customer Success Best Practices
Slide 2: Agenda
Agenda What is value management? What are the key value management activities? What should you do next? 2 © 2020 ServiceNow, Inc. All Rights Reserved.
Slide 3: Manage value from ServiceNow investments
Manage value from ServiceNow investments 3 © 2020 ServiceNow, Inc. All Rights Reserved.
Slide 4: 1. Clarify your ServiceNow business case
1: Planning 2: Tracking 3: Communicating 4: Decision-making 1. Clarify your ServiceNow business case Objective Problem Solution Outcome Value (Business Issues) realization metrics Enterprise Enterprise Function Function Operation Operation Operation Operation What are the What problems/pain What cap
Slide 5: 2. Build a scalable process to track value
1: Planning 2: Tracking 3: Communicating 4: Decision-making 2. Build a scalable process to track value High-level objective Improve NPS score by 5 points in 90 days Executive Increase first-time <metric> Service resolution by 20% owner Lower mean time to resolve by 10% Frontline Avoid incidents Avoi
Slide 6: 3. Build a targeted strategy to communicate value
1: Planning 2: Tracking 3: Communicating 4: Decision-making 3. Build a targeted strategy to communicate value Executive Service Frontline owner worker Highlight a single Focus on top metrics Spotlight priorities score 6 © 2020 ServiceNow, Inc. All Rights Reserved.
Slide 7: 4. Make decision-making value driven
1: Planning 2: Tracking 3: Communicating 4: Decision-making 4. Make decision-making value driven 1 2 3 Invest in OCM Frame a value story Focus governance using metrics activities on value Strategic roadmap decisions Org culture and decision-making Less data driven Highly data Demand management a
Slide 8: Key takeaways
Key takeaways 1 2 3 Managing value should Successful value All ServiceNow be an ongoing management governance and process. requires rigorous implementation processes, decisions should resources, and focus on tools to support maximizing value. its key components. 8 © 2020 ServiceNow, Inc. All Rights
Slide 9: What should you do next?
What should you do next? 1 Discuss your value management process with your executive sponsor. Refer to value management best practices on the Customer Success Center. 2 • Success Playbook • Success Checklist • Success Template Plan to roll out or refine your value management process to align with be
Slide 10: Contact us with your questions
Contact us with your questions best.practices@servicenow.com http://www.servicenow.com/success 10 10 © 2020 ServiceNow, Inc. All Rights Reserved.
Slide 11: Thank you
servicenow. Thank you
Slide 12: Customer Success Best Practices
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. Definitive guidance Created and vetted Proven to help you on a breadth of by experts transform with topics confidence