APJ Performance Analytics

PartnerNow Sales Training
APJ April 26-28, 2016
© 2016 ServiceNow All Rights Reserved 1

Data-Based Decisions with Reporting and
Performance Analytics

Poll Question 1 – How many implementations of Performance Analytics
has your organization completed? (Select One)
A. None
A. 1-3
A. 4-10
A. Greater than 10

Structure Is Important. . . But Go Deeper
Process/Service Owner
BusinessRequest
Service Requests
✔ Approve
Productivity
Reject
Service
Service Request
Request Status ServiceWorkflow
Service Request
First Last
First Last
Mandatory Department
Department
Mandatory First Last Department SLAs Type Resources
Category
Category
Mandatory Sub-Category
Sub-Category
Mandatory Category Sub-Category
Mandatory
Short Description
Short Description Short Description
Start Complete
SUBMIT
Requester Worker/Fulfiller
Transparency Prioritization
Resource Utilization
and Performance
Oversight
Executive

Delivering Continual Service Improvement
Continual Service Improvement

Continual Service Improvement aims at increasing service quality (customer
satisfaction), while reducing the cost of service delivery
Increase CSAT Reduce Cost

• Reduce MTTR • Process optimization
• First time right – avoid helpdesk interactions – Reduce number of Tiers involved
• Avoid re-opened tickets • Immediate Request Fulfillment
– Self Service
– Automation

Two Types of Indicators: Leading and Lagging Indicators
Leading indicators*: Lagging indicators*:

• Input oriented • Output oriented
• Hard to measure • Easy to measure
• Easy to influence • Hard to influence
* Leading as in ‘leading towards’, not as

in ‘leadership’, ‘leading a team’, etc.

Example: Weight Loss
Objective: achieve 5% weight loss in 60 days time
Leading indicators: Lagging indicators:

• Calories taken in and • Weight
• Calories burned
input output
• Hard to measure • Easy to measure

• Easy to influence • Hard to influence

Let’s Talk Performance Analytics.
What is performance management?
Performance management ensures that goals
are consistently being met in an effective
and efficient manner. Performance management
can focus on the performance of an organization,
a department, employee, or even the processes
to build a product of service.
What is a KPI?
A key performance indicator (KPI) is a periodic
measurement to evaluate the success
of an activity in which the company is engaged.
Success is defined in terms of making progress
toward a goal.

Processes Designed For “Optimal Path”
Incident / Problem Management As-Is Process: Customer initiated
27.0
25.0
26.0 Engage
Troubleshoot
Declare Y TSD
Incident/Problem
Problem? Incident
Update TIcket
Manager
Third-Level Support N
B
24.0
31.0
Create Ticket for 23.0 28.0
Contact customer
Third Level or Obtain 3rd level N Ticket
for more
Vendor support resolved?
information
involvement
N N Y
17.0 20.0
29.0 30.0 18.0 19.0 21.0
Sufficient Customer
A Incident Create and assign Y Troubleshoot Can 2nd level Y Y Contact
information contact
awareness Ticket Incident/Problem resolve? customer
provided? required?
Second-Level Support
Y N
16.0
15.0 22.0
Correct
Recieve Ticket Update and
assignment?
resolve Ticket
N B
2.0 12.0 14.0

3.0 4.0 13.0
First-Level Support Create Ticket and Assign Ticket to Engage
Troubleshoot Can TSD N Declare Y
record basic 2nd level support Problem
Incident/Problem resolve? Problem?
details group Manager
N N
1stlevel 11.0
End
PM
10.0
Technology Service Desk
(TSD) can solve Can TSD
resolve?
Contact
customer
Y N
Customer contacts TSD Y
5.0
Provide customer
with resolution
6.0
Update and
7.0
Auto
customer
no reply 8.0
Customer Y
9.0
9.0
Auto close
Close Ticket
Finish: service
resolve Ticket satisfied? Ticket
advice notifier
End
delivered
Start: service 1.0

Customer is
Verify
Start
Describe
Incident/
Incident/
Receive and
respond to happy!
requested Customers
Problem
Customer contacts
2nd Level Support
Problem
resolved
verification request

Optimal Path Is Not Always Followed
27.0
25.0
26.0 Engage
Troubleshoot
Declare Y TSD
Incident/Problem
Problem? Incident
Update TIcket
Manager
B
24.0
31.0
Contact customer
for more
information
involvement
N N Y
17.0 20.0
29.0 30.0 18.0 19.0 21.0
Sufficient Customer
information contact
provided? required?
Y N
16.0
2nd level 22.0
15.0
Correct
assignment?
Recieve Ticket
can solve Update and
resolve Ticket
N B
2.0 12.0 14.0

3.0 4.0 13.0
N N
1stlevel 11.0
End
PM
10.0
(TSD) can’t solve Can TSD
resolve?
Contact
customer
Y N
5.0
Provide customer
with resolution
6.0
Update and
7.0
Auto
customer
no reply 8.0
Customer Y
9.0
9.0
Auto close
Close Ticket
Finish: service
advice notifier
End
delivered
Start: service 1.0

Customer is
Verify
Start
Describe
Incident/
Incident/
Receive and
respond to happy!
requested Customers
Problem
Customer contacts
2nd Level Support
Problem
resolved

Structure Allows This . . .
27.0
25.0
26.0 Engage
Troubleshoot
Declare Y TSD
Incident/Problem
Problem? Incident
Update TIcket
Manager
B
24.0
31.0
Contact customer
for more
information
involvement Additional
Additional N N Y
info required
info required
17.0 20.0
29.0 30.0 18.0 19.0 21.0
Sufficient Customer
information contact
provided? required?
Y N
16.0
2nd level 22.0
15.0
Incorrect Correct
assignment?
Recieve Ticket
can’t solve Update and
resolve Ticket
assignment N B
2.0 12.0 14.0

3.0 4.0 13.0
N N
1stlevel 11.0
End
PM
10.0
resolve?
Contact
customer
Customer
not satisfied
Y N
5.0
Provide customer
with resolution
6.0
Update and
7.0
Auto
customer
no reply 8.0
Customer Y
9.0
9.0
Auto close
Close Ticket
Finish: service
advice notifier
End
delivered
Start: service Start

1.0
Describe
Verify
Incident/
Receive and
Incident/ respond to
requested Customers
Problem
Customer contacts
2nd Level Support
Problem
resolved

Business Challenge: Continual Service Improvement
27.0
25.0
26.0 Engage
Troubleshoot
Declare Y TSD
Service Improvement
Incident/Problem
Problem? Incident
Update TIcket
Manager
B
24.0
31.0
Contact customer
for more
information
involvement Add’l info
Additional
Tier 3: $85-$471 required
N N Y
info req’d
Increase CSAT A
29.0
Incident
30.0
Create and assign
17.0
Sufficient
information
Y
18.0
Troubleshoot
19.0
Can 2nd level Y
20.0
Customer
contact
Y
21.0
Contact
Reduce Cost
provided? required?
Y N
16.0
2nd level 22.0
15.0
Incorrect Correct
can’t solve
Tier 2: $62
assignment?
resolve Ticket
assignment
Self-Service
N B
2.0 12.0 14.0

3.0 4.0 13.0
Tier
Level 1: $22
N N
1st 11.0
End
PM
10.0
resolve?
Contact
customer
Customer
not satisf’d
Y N
5.0 7.0 no reply

Finish:
6.0 8.0 9.0
Provide customer
Update and
Auto
Customer Y
9.0
Auto close
Service
Self-Service: $5
with resolution customer Close Ticket
advice notifier
End
delivered
Start:
1.0
Service Start
Describe
Incident/
Problem
Verify
Incident/
Problem
resolved
Receive and
respond to
Customer contacts
requested Customers
A
2nd Level Support

Advantage
REPORTING
Alerts
What actions are needed?
Query
drill
Ad hoc down Where exactly is the problem?
reports
Standard How many, how often, where?
Clean
reports
Raw data What happened?
data
Degree of Insight

Advantage
What is the best that can happen? Optimise
Performance What will happen next?

Predict
What if these trends continue?
Analytics Why is this happening?

Forecast
Statistical
Analysis
Alerts
What actions are needed?
Query
drill
Ad hoc down Where exactly is the problem?
reports
Standard How many, how often, where?
Clean
reports
Raw data What happened?
data
Degree of Insight

Business Problems From Bad Data
Access to Process No System

Accurate Data Bottlenecks Adoption
• Manual Reporting • Lack of Visibility/Insight • Unknown Return on
• Data Extraction to Excel • SLA Breaches Investment
• Arguments Over Data • Work at Cross-Purposes • User/Service
• Stale Data • Bad Morale Misalignment
• Customer Dissatisfaction
Data Foundation Action from Data

Step 1: Accurate, Real-time Data

Poll Question 2 – Do Your Customers Experience Any of These Symptoms
in Trying to Access Accurate Data? (Select All That Apply)
A. Mass Creation of Manual Reports by Different Users
B. Export of Data to Excel for Number Crunching/Processing
C. Arguments Over Whose Data Are Most Accurate
D. Stale Data That Is Not Trustworthy
E. No Issues with Access to Accurate Data

Getting People Aligned In-Platform
Incident Process Owner
“How can I see
trends that affect
cost and quality?”
User Service Desk Worker
IT Executive
“How can I see
trends that affect “How can I work
cost and quality?” more efficiently
to achieve
targets?”
IT Executive
“How can I see
trends that affect “How can I work
cost and quality?” more efficiently
to achieve
targets?”
“How can I make
more informed
business
decisions?”
IT Executive
Access to Process No System

Accurate Data Bottlenecks Adoption
• Manual Reporting • Lack of Visibility/Insight • Unknown Return on
• Data Extraction to Excel • SLA Breaches Investment
• Arguments Over Data • Work at Cross-Purposes • User/Service
• Stale Data • Bad Morale Misalignment
• Customer Dissatisfaction

Real-time Data Process No System

On Demand Bottlenecks Adoption
• Automated Reporting • Lack of Visibility/Insight • Unknown Return on
• Data Remains In Platform • SLA Breaches Investment
• Agreed Upon Metrics • Work at Cross-Purposes • User/Service
• Always Accurate and • Bad Morale Misalignment
Fresh • Customer Dissatisfaction

Step 2: Service Improvement

in Delivering Business Services on ServiceNow? (Select All That Apply)
A. Lack of Visibility/Insight Into How to Improve Process Performance
B. Unexpected/Unanticipated Service Level Agreement Breaches
C. Teams Working at Cross-Purposes
D. Bad Morale
E. No Issues with Process Performance/Fulfillment

Continual Service Improvement: Drive Outcomes
27.0
25.0
26.0 Engage
Troubleshoot
Declare Y TSD
Service Improvement
Incident/Problem
Problem? Incident
Update TIcket
Manager
B
24.0
31.0
Contact customer
for more
information
involvement
N N Y
17.0 20.0
29.0 30.0 18.0 19.0 21.0
A Incident
awareness
Create and assign
Ticket
Leading
Sufficient
information
Y Troubleshoot
Incident/Problem
Leading
Can 2nd level
resolve?
Y Leading
Customer
contact
Y Contact
customer
provided? required?
Y N
16.0
15.0 22.0
Leading
Correct
assignment?
resolve Ticket
N B
2.0 12.0 14.0

3.0 4.0 13.0
record basic
details
Troubleshoot
Incident/Problem
Leading
Can TSD
resolve?
N
2nd level support
group
Declare
Problem?
Y
Problem
Manager
N N
PM
End

(TSD)
Leading
11.0
Can TSD
resolve?
10.0
Contact
customer
Y N
5.0 7.0 no reply

Finish:
6.0 8.0 9.0
Provide customer
with resolution
advice
Update and
resolve Ticket
Auto
customer
notifier
Leading
Customer
satisfied?
Y Lagging
9.0
Auto close
Close Ticket
Ticket Service
End
delivered
Start:
1.0
Service Start
Describe
Incident/
Problem
Verify
Incident/
Problem
resolved
Receive and
respond to
Customer contacts
requested Customers
A
2nd Level Support

Real-time Data Process No System

On Demand Bottlenecks Adoption
• Automated Reporting • Lack of Visibility/Insight • Unknown Return on
• Data Remains In Platform • SLA Breaches Investment
• Agreed Upon Metrics • Work at Cross-Purposes • User/Service
• Always Accurate and • Bad Morale Misalignment
Fresh • Customer Dissatisfaction

Real-time Data Service No System

On Demand Improvement Adoption
• Automated Reporting • Insight on Areas to • Unknown Return on
• Data Remains In Platform Improve Investment
• Agreed Upon Metrics • Controlled/Predictive • User/Service
• Always Accurate and SLA Performance Misalignment
Fresh • All Stakeholders Aligned • Customer Dissatisfaction
• Reduced Cost of
Ownership

Step 3: Automation and Self-Service
Adoption

When Deploying New Services? (Select All That Apply)
A. Unknown Return on Investment
B. Published Services Do Not Align with Customer Need
C. Customer Dissatisfaction with Provided Service
D. No Issues with Service Adoption

Shift Down: Identify Areas for Incident Deflection
27.0
25.0
26.0 Engage
Troubleshoot
Declare Y TSD
Incident/Problem
Problem? Incident
Update TIcket
Manager
B
24.0
31.0
Contact customer
for more
information
involvement
N N Y
17.0 20.0
29.0 30.0 18.0 19.0 21.0
Sufficient Customer
information contact
provided? required?
Y N
16.0
15.0 22.0
Correct
assignment?
resolve Ticket
Self-Service
N B
2.0 12.0 14.0

3.0 4.0 13.0
N N
PM

Automation 11.0
Can TSD
End
10.0
Contact
(TSD) resolve? customer
Y N
Self Service
5.0 7.0 no reply

Finish:
6.0 8.0 9.0
Provide customer
with resolution
advice
Update and
resolve Ticket
Auto
customer
notifier
Customer
satisfied?
Y
9.0
Auto close
Close Ticket
Ticket Service
…Knowledge End
delivered
Start: Management
1.0
Service Start
Describe
Incident/
Problem
Verify
Incident/
Problem
resolved
Receive and
respond to
Customer contacts
requested Customers
A
2nd Level Support

Real-time Data Service No System

On Demand Improvement Adoption
• Automated Reporting • Insight on Areas to • Unknown Return on
• Data Remains In Platform Improve Investment
• Agreed Upon Metrics • Controlled/Predictive • User/Service
• Always Accurate and SLA Performance Misalignment
Fresh • All Stakeholders Aligned • Customer Dissatisfaction
• Reduced Cost of
Ownership

Real-time Data Service Performance

On Demand Improvement Management
• Automated Reporting • Insight on Areas to • Visibility Into System
• Data Remains In Platform Improve Usage
• Agreed Upon Metrics • Controlled/Predictive • Provide Services Aligned
• Always Accurate and SLA Performance to User Need
Fresh • All Stakeholders Aligned • Actionable Data to
• Reduced Cost of Improve Services
Ownership • Justify Investments

Poll Question 5 – What has been the most challenging aspect of analytics
solutions you’ve helped implement? (Select one)
A. Data integrity
B. Usability
C. Business process buy-in/Adoption
D. Unrealistic goals
E. Not sure, I’ve had limited exposure

Selling Events and Target Personas

Enterprise Cloud
Secure
Integrations Security Vulnerability
Operations Response Finance
Customer
Facilities
Service
HR
Secure
Incident Integrations
Marketing
Problem
Legal
Change
Field
Asset
More
Application Application User
Logic Development Experience
Risk Discovery
Security Analytics
CMDB Service
Mapping
Vendor
Orchestration
Audit
Event Management
Test
Cloud Management
Demand
Financial
Resource Project SDLC Management
Go To Market Strategy
New Business Opportunities
• New Logo Attach

• Commercial and Larger (All geos)
• >$100,000 ACV
• Integrate PA Value Messaging From
Beginning For All Solutions

Demand Generation: Sales Motion
“Lead With Performance Analytics” “Land With Complete Solution”
Step 1: Integrate Analytics
Message in Platform Play
• Connect value of analytics to
structured process management Step 2: Promote PA
• Target VP operations/infrastructure Competitive Differentiator
with message of process/support Message
measurement in addition to • Broaden discussion to business Step 3: Use Analytics to Drive
ServiceNow champion service owners Performance Outcome
• Uncover value of alleviating manual • Broaden discussion to service
data exports/analytics reporting delivery teams/process managers
• Uncover value of real-time • Uncover value of alleviating SLA
actionable analysis breach/poor service performance
• Reinforce value of analytics in
proposed solution

ServiceNow Executive Champion: VP Operations, VP Infrastructure
IT Automation: Audience & Interest
Spends Most of the Day… Personal Fears Inability to Advance Service Models
• Approving infrastructure changes, tracking • Risk aversion • Lack enterprise-wide visibility into resources
performance • No time for biz strategy • Lack control and governance
• Traveling to data centers • Slow to drive change • Lack globalized IT processes
• Working on consolidation plans • Inability to scale the org • Lack consumerized service experience
• Balancing workloads and prioritizing projects • Shadow IT, end-around on IT • Lack modern architecture
• Lack relationship business peers • Disconnected from other service domains within
the enterprise
Selling Points
• Value: Pre-empt performance degradation, resulting in improved performance across all processes
• Integrated: Single platform, single source of truth, drill down from report into real time data
• Cost efficient: Quick setup, standard KPIs, ease of configuration, no/low maintenance
• 1 vendor: Version compatibility, contracting, pricing, legal

Functional IT: Process Owner, Business Service Owner
IT Automation: Audience & Interest
Spends Most of the Day… Personal Fears Delivering Service Levels is Hard
• Working with team to create consistent processes • Too much to do, not enough time • Customer suffers from poor performance
• Following up with disgruntled business customers • As a result: too much fire fighting, no time to • SLA results at end of month come as a surprise:
(employees) unhappy with long response / optimize / smoothen processes “If only I would have known earlier”
resolution times • Also: lacks visibility at the process level • Hard to prioritize all these ‘Top Priority’ urgencies
Selling Points
• Visibility of Process Performance • Extremely short implementation time with
• Timely information with trend analysis capability complimentary 75 Best Practice KPIs
• Extrapolate trends to identify future performance • Easily configure additional KPIs and dashboards
degradation with ‘leading’ indicators • Always up-to-date, whenever, wherever, with
• KPI correlation across all processes mobile app
• Threshold setting for pro-active notification

Poll Question 6 – Which Role Is the Best Target When Positioning
Performance Analytics? (Select One)
A. System Administrator
A. Business Intelligence Reporting Team
B. Chief Financial Officer
C. ServiceNow Executive Champion

The Value of the Partner
27.0
25.0
26.0 Engage
Troubleshoot
Declare Y TSD
Service Improvement
Incident/Problem
Problem? Incident
Update TIcket
Manager
B
24.0
31.0
Contact customer
for more
information
involvement Add’l info
Additional
Tier 3: $85-$471 required
N N Y
info req’d
Increase CSAT A
29.0
Incident
30.0
Create and assign
17.0
Sufficient
information
Y
18.0
Troubleshoot
19.0
Can 2nd level Y
20.0
Customer
contact
Y
21.0
Contact
Reduce Cost
provided? required?
Y N
16.0
2nd level 22.0
15.0
Incorrect Correct
can’t solve
Tier 2: $62
assignment?
resolve Ticket
assignment
Self-Service
N B
2.0 12.0 14.0

3.0 4.0 13.0
Tier
Level 1: $22
N N
1st 11.0
End
PM
10.0
resolve?
Contact
customer
Customer
not satisf’d
Y N
5.0 7.0 no reply

Finish:
6.0 8.0 9.0
Provide customer
Update and
Auto
Customer Y
9.0
Auto close
Service
Self-Service: $5
with resolution customer Close Ticket
advice notifier
End
delivered
Start:
1.0
Service Start
Describe
Incident/
Problem
Verify
Incident/
Problem
resolved
Receive and
respond to
Customer contacts
requested Customers
A
2nd Level Support

Real Customer Returns on Performance Analytics
Real-time Data Service Performance

On Demand Improvement Management
$300,000+ Potential Savings in First Year Alone
Saved 96 Man-weeks Resolution Time System Adoption

of Work Per Year from 3-5 Days to Increased from
3-5 Minutes 11% to 58%

Build a Trusted Services Relationship
Initial Realtime Data Service Performance
Implementation On Demand Improvement Management
2 Weeks Phase 1: 2 Weeks Phase 2: 4 Weeks Phase 3: 2 Weeks+

~$16,000 ~$16,000 ~$32,000 ~$16,000+
Add-On Report Add-On Service Add-On Performance

Automation Projects Improvement Projects Management Projects

Call To Action
1. Get Enabled—Partner Portal has all the
resources you need!
2. Apply Your Performance Analytics

Knowledge to All Opportunities
3. Add Performance Analytics to the Order

Form!
4. Sign up for the Performance Analytics for

Administrators training (50% off through
K16)

Register for Knowledge16 Today!
Select “Global PartnerNow Summit 2016” Package
™
Monday, May 16th

Q&A

Thank you

APJ Performance Analytics

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PartnerNow Sales Training

APJ April 26-28, 2016

© 2016 ServiceNow All Rights Reserved 1

© 2016 ServiceNow All Rights Reserved 2

© 2016 ServiceNow All Rights Reserved 3

© 2016 ServiceNow All Rights Reserved 4

Continual Service Improvement

Increase CSAT Reduce Cost

© 2016 ServiceNow All Rights Reserved 5

Leading indicators*: Lagging indicators*:

• Hard to measure • Easy to measure

• Easy to influence • Hard to influence

* Leading as in ‘leading towards’, not as

© 2016 ServiceNow All Rights Reserved 6

Leading indicators: Lagging indicators:

• Hard to measure • Easy to measure

© 2016 ServiceNow All Rights Reserved 7

© 2016 ServiceNow All Rights Reserved 88

2.0 12.0 14.0

Start: service 1.0

© 2016 ServiceNow All Rights Reserved 9

2.0 12.0 14.0

Start: service 1.0

© 2016 ServiceNow All Rights Reserved 10

2.0 12.0 14.0

Start: service Start

© 2016 ServiceNow All Rights Reserved 11

2.0 12.0 14.0

5.0 7.0 no reply

© 2016 ServiceNow All Rights Reserved 12

© 2016 ServiceNow All Rights Reserved 13

Performance What will happen next?

What if these trends continue?

Analytics Why is this happening?

© 2016 ServiceNow All Rights Reserved 14

Access to Process No System

Data Foundation Action from Data

© 2016 ServiceNow All Rights Reserved 15

© 2016 ServiceNow All Rights Reserved 16

A. Mass Creation of Manual Reports by Different Users

B. Export of Data to Excel for Number Crunching/Processing

C. Arguments Over Whose Data Are Most Accurate

D. Stale Data That Is Not Trustworthy

E. No Issues with Access to Accurate Data

User Service Desk Worker

User Service Desk Worker

User Service Desk Worker

Access to Process No System

Data Foundation Action from Data

© 2016 ServiceNow All Rights Reserved 21

Real-time Data Process No System

Data Foundation Action from Data

© 2016 ServiceNow All Rights Reserved 22

© 2016 ServiceNow All Rights Reserved 23

A. Lack of Visibility/Insight Into How to Improve Process Performance

B. Unexpected/Unanticipated Service Level Agreement Breaches

C. Teams Working at Cross-Purposes

E. No Issues with Process Performance/Fulfillment

2.0 12.0 14.0

Technology Service Desk

5.0 7.0 no reply

© 2016 ServiceNow All Rights Reserved 25

Real-time Data Process No System

Leading indicators: Lagging indicators: