LIFT | LIFT provides customers an accelerated path to implementing ServiceNow across the entire enterprise. Building on the core IT best practices introduced in SMA, LIFT adds processes and features targeted at customers pursuing a single-‐ platform Enterprise Service Management strategy. Self-Service CMS Portal IT Best Practices Achieve a new level of IT process maturity using these pre-‐ built features along with prepared workshops and process documentation. ! Business Services are tied to all tickets, metrics, SLAs, and Knowledge, replacing fragmented categorization schemes. ! Incident forms are enhanced with a new governance tab and VIP features. The new Incident Task table also enables multiple groups to collaborate and resolve issues quickly. ! Problem includes Pain Value Analysis (PVA) auto-‐calculation and a complete workflow with Problem Manager approval and scheduled risk reviews. ! Change includes a Risk and Impact questionnaire with auto-‐ calculated scoring and new process metrics. A new workflow also includes pre-‐ and post-‐implementation reviews, approvals, rollbacks, and state-‐dependent field locking. ! Knowledge includes a submission and approval workflow and internal IT vs. external audience publishing controls. ! New Service Operation and Service Transition dashboards provide insight into Incident, Problem, and Change through 20 new Reports not found in Performance Analytics. Unified Service Delivery Framework Developed for global universities and enterprises starting in 2012, the USD framework is a proven approach to intake and resolution of issues and requests across service organizations. USD drives efficiency and a seamless support experience when multiple groups spread across IT, HR and elsewhere must come together to serve the needs of employees. USD provides significant return on investment as new service organizations beyond IT and HR are added to ServiceNow through a simple data-‐driven activation process. Reduce service delivery costs by providing employees direct access to Service Catalog, Knowledge and Tickets. This pre-‐ built self-‐service CMS portal allows turnkey activation of IT, HR, Facilities, Finance, Legal or any other service organization brought to the platform. Intake Intake is a single place for all calls, emails, and self-‐service submissions to be recorded and triaged before becoming Incidents, Requests or Cases. The IT service desk and HR service center are given an opportunity to review open tickets and known issues before logging new ones. Routing Engine When an employee needs something, the best group to respond usually depends on location and service requested. The Routing Engine offers a streamlined method for managing hundreds or thousands of global routing rules in order to save time and improve customer satisfaction. Sub-Tasking Fully leverage the efficiency of sub-‐tasking by enabling comment, work note and attachment syncing among requestors and assignees while respecting security policies. Service-Based Security Limit access to sensitive records using Business Service whitelists and blacklists defined at the group level and place ServiceNow administrators under these same controls. fruitionpartners.com v 0.4 © 2014 Fruition Partners, Inc. All Rights Reserved. I