Service Delivery Maturity

Directions The following PPT is intended to help you have a conversation internally about the level of service maturity your organization or another department is experiencing and a simple outline of steps that can be considered to help them get to the next level. Use within your own department for maturity review discussions Use when discussing current state and goals with other department interested in improvement

Transform the employee experience and how work gets done! Vision Transform the employee experience and how work gets done! Source: Information goes here

Improve Service Delivery with ServiceNow A large percentage of organizations are working at Level 1 in terms of Service Delivery 5–Employee Driven Experience Complex and Specialized Service Workflows Providing employees with complete end-to-end support Removing barriers to provide an exceptional employee experience Making it easier for employees to be productive and innovative Improved engagement and business results 4 – Self Reliance 3 – Self Service Standard Service Workflows Bi-directional Integrations with IS and other Department systems Empowering employees with easy to use support that is timely and accurate Enabling the department to work strategically with business partners adding value to the bottom line 2 - Managed Service Employee Facing Case Management & Knowledgebase Service Portal Chat & Mobile Basic Integrations Enabling employees to manage their basic Service needs Departments becoming less tactical and more strategic Employee Experience & Dept. Efficiency Basic Case Mgmt. Tracking Department Cases Department-facing KB Adding structure and visibility to employee support and service delivery 1 - High Dependency Email, Spreadsheets SharePoint No business visibility, transparency or reporting capabilities Inconsistent service delivery Service Delivery Maturity

Level 1: High Touch Service Delivery Employee Experience: Unstructured service delivery Employees highly dependent on department for basic needs Heavy use of email for basic questions and support No central location for all department support needs Limited or No centralized access to key department information Limited or No visibility into requests submitted to departments Limited or No understanding of when to expect an answer or resolution Slow and unreliable service Department Experience: Unstructured service delivery Time & resources dedicated to administrative and tactical work Multiple disconnected support channels Heavy use of email and spreadsheet No knowledge repository for internal use by department No understanding of the demand on department No business analytics No service level agreements or tracking of average handling time Highly administrative & tactical 1 - High Dependency Email, Spreadsheets SharePoint No business visibility, transparency or reporting capabilities Inconsistent service delivery

Level 2: Managed Service Delivery Employee Experience: Employee has visibility into the status of their requests/cases Employee receives notifications regarding the status of their cases Support channels relatively unchanged (phone, email, etc) Employee expectations managed regarding when they can expect an answer or resolution Response times are improving Employee satisfaction is likely on the rise Department Experience: Adding structure to Service Delivery All employee queries tracked, measured and visible Spreadsheet use on decline Policies, documents and FAQs centralized in a Knowledgebase Service levels measured Basic business analytics Administrative and tactical work reduced by ~10-20% 2 - Managed Service Basic Case Mgmt. Tracking Department Cases Department-facing KB Adding structure and visibility to employee support and service delivery

Level 2: High Level Steps to Execute Implementation of the following… Capture Work Case Management, Request Management Keep it Simple: Category: Determine top categories and “other” Adjust categories as needed based on pattern of “other” requests Assignment Group associated to categories as they are today Individuals within group self assign or manager assigns based on current workload Measure Work Understand and measure the demands on the department Align department staffing with actual demands Determine processes which would provide most value maturing (automating steps) Incorporate Knowledge Provide Knowledge articles associated with most common cases & requests Central location for all knowledge articles associated to

Level 3: Service Delivery Maturity Employee Experience: Self-service portal – one place to go to for ALL needs Emails and phone calls on decline Employee able to submit cases and questions Employee able to search for answers independently Employee able to access the portal, search the knowledge base, submit a case and check the status of a case via mobile device. Chat becomes a new option for interacting with departments and getting immediate help. Department Experience: Structured service delivery Emails and phone calls on decline Employee queries managed via connected and integrated channels Cases auto routed to the appropriate SME for follow-up Ability to track and report on Hot Topics (top KB searches) Service delivery managed via SLAs Customer satisfaction tracked and measured Enhanced business analytics Administrative and tactical work reduced by ~30-50% 3 – Self Service Employee Facing Case Management & Knowledgebase Service Portal Chat & Mobile Basic Integrations Enabling employees to manage their basic Service needs Departments becoming less tactical and more strategic

Three content and Level 3: High Level Steps to Execute layout Implementation of the following… Self- Service & Catalog Self-service portal Record producers for cases and requests Catalog of approved request-able items if known Access to knowledge articles to answer most common case/requests Social & Mobile Enable chat capabilities for users to connect with the service provider Enable mobile capabilities to request and complete work Ensure that only the fields required to request services and view status are visible on the screen for easy navigation Integration Determine what other systems of record have data that should be referenced in ServiceNow to negate the need to use multiple systems or repetitive data entry about employees User data, Asset Data

Level 4: Self Reliance Service Delivery Employee Experience: One system of engagement for most employee needs Standard transactions managed via easy to use workflows Minimal paper forms Employee manages 80%+ of basic needs – dependency on departments significantly diminished Employee satisfaction continues to increase Department Experience: Highly structured and centralized service delivery Standard transactions (and approvals) managed via workflows and IS integrations Fewer paper forms or email approvals Administrative and tactical work reduced by ~60-70% Department’s engaging with business partners to focus on key business initiatives Standard Service Workflows Bi-directional Integrations with IS and other Department systems Empowering employees with easy to use support that is timely and accurate Enabling the department to work strategically with business partners adding value to the bottom line

Level 4: High Level Steps to Execute Implementation of the following… Mature Self-Service Catalog containing approved request-able services Status updates via the workflow Access to knowledge articles to answer most asked questions Automation of Process Use workflow to streamline & manage processes requiring approvals and multiple tasks/assignments Notifications to requestor regarding status updates Integration to Information Systems Create Bi-directional integrations with critical information systems to update single system’s of record related to transactions

Improve Service Delivery with ServiceNow 5–Employee Driven Experience Employee Experience: No more paper forms Employee in control of basic needs More face time with departments on critical employee relations and coaching opportunities Higher satisfaction with departments and company overall Making it easier for employees to be productive and innovative in their jobs. Department Experience: End-to-end orchestration of complex processes i.e. enterprise on-boarding, off-boarding No paper forms or email approvals Administrative and tactical work reduced by ~80%+ Facilitated cross domain activities with other business units Improved engagement and business results. Complex and Specialized Service Workflows Providing employees with complete end-to-end support Removing barriers to provide an exceptional employee experience Making it easier for employees to be productive and innovative Improved engagement and business results

Level 5: Steps to Execute Implementation of the following… Maturation of Self-Service Develop Intra-department order guides Example: Employee onboarding/off-boarding as an example Continue to add and mature knowledge articles to reduce the number of requests and cases Maturation of workflow & automation Continue to mature workflow to include intra-department requests and assign tasks to multiple departments Example: Employee onboarding/off-boarding as an example Develop automation within workflow to remove the need for manual tasks such as providing access to systems Maturation of Integrations Complex integrations with other Business Technologies to allow for additional data sharing between departments and ensuring security of data Example: Provide visibility of PII data within ServiceNow iframe with data remaining in system of record vs within ServiceNow

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