Servicenow, Inc. · NYSE:NOW
Servicenow — Investor Presentation (2021)
13 slides from Servicenow's investor presentation, 2021
Slide 1: Build a performance management approach for ServiceNow
Build a performance management approach for ServiceNow Customer Success Best Practices © 2021 ServiceNow, Inc. All Rights Reserved. 1
Slide 2: Agenda
Agenda How does ServiceNow define performance management? What are the best practice steps to define and communicate key performance indicators (KPIs)? What resources are available to help you? What should you do next? © 2021 ServiceNow, Inc. All Rights Reserved. 2
Slide 3: How does ServiceNow define performance management?
How does ServiceNow define performance management? Performance management is an approach that uses metrics to inform strategic decisions, guide day-to-day work, and track progress toward defined goals. Provides the data to Helps stakeholders Tracks progress and prioritize work and understand the ide
Slide 4: An example from customer service
An example from customer service What business How are we performing What’s accelerating outcome do we against goals we’ve (or slowing) progress? want? defined? Where are there risks? Reduced average % of cases closed case-handling time on first contact Customer service issues resolved Improved cust
Slide 5: Best practice steps to build your approach
Best practice steps to build your approach STEP 1 STEP 2 STEP 3 Understand your Define metrics to Build ServiceNow organization’s measure performance context ServiceNow dashboards performance © 2021 ServiceNow, Inc. All Rights Reserved. 5
Slide 6: STEP 1: Understand your organization’s context
STEP 1 STEP 2 STEP 3 STEP 1: Understand your organization’s context Understand the business Understand your outcomes ServiceNow is stakeholders’ performance driving measurement needs Review your organization’s Sharpen your insight by strategic vision, your business connecting to senior leaders, case
Slide 7: STEP 2: Define metrics to measure ServiceNow performance
STEP 1 STEP 2 STEP 3 STEP 2: Define metrics to measure ServiceNow performance Define KPIs to measure Define KPIs to Define KPIs to expected business measure ServiceNow measure Now outcomes adoption Platform health Capture no more than Set leading indicators Measure upgradeability, three KPIs for eac
Slide 8: STEP 3: Build ServiceNow dashboards
STEP 1 STEP 2 STEP 3 STEP 3: Build ServiceNow dashboards 1 2 3 Gather requirements Get familiar with Configure your Performance Analytics dashboards capabilities and visualizations Understand who uses The out-of-the-box Make sure dashboards are dashboards, what matters, dashboards include workflows
Slide 9: Key takeaways
Key takeaways 1 2 3 Performance management Define KPIs to measure You can build is about defining and your expected dashboards that communicating the business outcomes, help you right KPIs tied to your adoption, and Now communicate business outcomes. Platform health. effectively using Performance An
Slide 10: What should you do next?
What should you do next? Review the best practice materials available on the Customer Success Center: • Success Workbook – Performance management • Success Quick Answer – Leading indicators • Success Checklist – Measure ServiceNow value • Success Template – KPIs to measure value Learn how to get sta
Slide 11: Contact us with your questions
Contact us with your questions best.practices@servicenow.com http://www.servicenow.com/success © 2021 ServiceNow, Inc. All Rights Reserved. 11
Slide 12: Thank you
Thank you © 2021 ServiceNow, Inc. All Rights Reserved. 12
Slide 13: 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