2016 Amtech User Conference

Amtech &Futura’sNewUserPlatform

Presenter:DominicSambucci

SupportBackground

• Remedy– functionalbutnotthelong-termsolutiontomeetourneeds• ServingasabasicissuetrackingandRFErepository• Leveragedverybasicfeaturessuchasemailsubmission,notification,etc.• Asourbusinesshasgrownovertheyears,thecurrentconfigurationwasnotmeetingourneeds.• Weneededgreaterfunctionality,standardizeddata,enhancedworkflow,androbustreporting

• ActionPlan– EvaluateMarketPlace forITSMtoolsandReplaceRemedy• ReviewedtheGartnerMagicQuadrantresultsforITServiceSupportManagement(ITSSM)Vendors

• AttendedHelpDeskInstitute(HDI)ConferenceandmetnumerousVendors• ConductedanEvaluationprocessthatincludedmultiplemeetingsanddemonstrationsfromkeyvendors

• Semi-FinalistsConsidered:ServiceNow,Cherwell,BMC(Remedy),andEasyVista.• FinalistswereServiceNow andCherwell

SupportBackground

• Wedidn’twanttojustselectanothertool…• OurMission…TransformCustomerSupport andEnhanceCustomerEngagement…theonlylogicalanswertohelpusgetthere…ServiceNow!!!

• WhyServiceNow?• Leaderinthemarketplace(Wewantedthebest!)• Cloudbased– (Nomoreserverstomanageoradminister!)• Supportistheircore,butEnterpriseistheirgoal!(Wehavebigplanstoleverageacrossourcompany!)

TransformCustomerSupport• EnhancetheAmtech/FuturaCustomerSupportexperience

• PortaltoprovideaCentralSourceforSupportandRFEinformationandmanagement• Statuschangenotifications• CustomerOn-BoardingProcess• ProcessEnhancementsviaAutomationofWorkflows

• BuildaFoundationtoExpandOfferingstoourCustomers• KnowledgeBase• On-LineStoreforOrderingProducts,Services,Training,etc.• CommunityForums

• EstablishServiceLevelsandPerformanceReporting

• EnhanceOtherAmtech/FuturaWorkflows• HumanResourceProcessesincludinghiringandon-boarding• ProgramandProjectManagement

• LeveragingtheITServiceManagement(ITSM)LeaderintheMarketplace

• ContinuedThemeofMovementtotheCloud

EnhanceCustomerEngagement

• NewCustomerSelf-ServiceWebPortalbuiltontheServiceNowserviceautomationplatformbasedonITILstandards.• Modern,integrated,secure

webportalavailable24/7/365• Onlinesubmissionofquestions,

problems,requestsforenhancements,andoutages

• Useraccountloginsbycustomer

• CustomerUserAccountadministration

• Multi-channelaccess(Web,Mobile,etc)

• Ondemandaccesstostatusandhistoricalinquirybycustomerandcustomeruser

• Automatedalertstocustomersforstatuschangesandupdates

• KnowledgeBase

WhatisServiceNow?

© 2016 ServiceNow All Rights Reserved

3

Confidential

The Enterprise Cloud CompanyEnterprise Cloud

Cloud-based Service that Modernizesand Transforms the Enterprise

Highly Secure and Available Enterprise Cloud

SaaS Business Model

NYSE: NOW

3,000+Enterprise Customers

~4,000Global Employees

Major SitesSan Diego, Silicon Valley, Seattle, Amsterdam,

London, Sydney, Israel, India

$28M$64M

$128M

$244M

FY12FY11FY10FY09

$425M

FY13 FY14

$683M

Strong Revenue & Growth

$1BN

FY15 FY16E

$1.355-$1.380BN

EnterprisesfromAllIndustriesRelyonServiceNow

Construction Federal FinancialServices Healthcare HigherEducation Insurance ITServices Manufacturing Media MSPs OilandGas Retail Services Technology

ServiceNow’s MarketPosition

• 2016GartnerMagicQuadrantforITSSMSolutions• LeaderinAbilitytoExecuteandCompletenessofVision

2016ITSSMGartnerMagicQuadrant

WeMadeOurChoice…NowWhat?

• WeWillNeedHelp!• ServiceNow introducedustooneoftheir“GoTo”ImplementationPartners…InSource (www.insourcenow.com)• NationalCompanywhopossessesexpertiseinbothServiceNow andtheITILFramework.• Customersinclude…

SpiritAirlinesUniversityofMiamiSertaSimmonsBeddingSeaWorldColumbiaUniversityAtlantaFalcons

SubaruIndependenceBlueCrossAirProductsLincolnFinancialRedLobsterCarnivalCruiseLines

WhereWeBegan…

• PerformedFinalEvaluationsofVendors

• SelectedServiceNow

June-July2015

August-September

2015

October-November

2015

December2015-January

2016

• NegotiatedAgreementwithServiceNow

• AttendedRegionalServiceNow Eventstogetfurtherengagedwithcustomerexperiencesandlessonslearned

• IntroducedtoInSourceandbegandiscussions

• InSource engagedtodocumenthigh-levelworkflowsofAmtech/Futuraenterprise

• High-Levelworkflowscompletedandreviewed.

• Establishedasjump-offpointforDetailed“As-Is”WorkflowsandRequirementsDocumentation

• StrategicProjectPlanningfor2016withServiceNowProjecttoinitiate.

• ProjectResourcePlanningforDetailed“As-Is”WorkflowsandRequirementsDocumentation

• ServiceNow ProjectResourcesTargetedandSecured

TrainHasLefttheStation…

• IdentifiedProjectTeam

• Projectkickedoff

• ServiceNowAdminTrainingCompleted

March-April2016

May-June2016

July-August2016

September2016

• Conducted“as-is”workflowsessionswithsoftwaresupportandsoftwaredevelopmentdepartments

• Begindocumentingcurrentworkflowsandrequirements.

• AttendedtheannualServiceNowconference:Knowledge2016inLasVegasforfurtherknowledgesharefromServiceNow andusercommunity

• Completedcurrentworkflowsandrequirementsdocumentation.

• EngagedInSource toassistwithServiceNow DesignandConfigurationDocument.

• ConductedDesignandConfigurationworksessions

• FinalizeDesignandConfigurationDocument

• DevelopandCompleteDeploymentTimeline

• PrepareforDeploymentKick-Off

• DemonstrateiServe atAmtech UserConference.

SettoArrive…

•Q42016• SystemBuildandTesting• BetaTesting(PilotCustomers)

•Q12017• Deploy- LiveonServiceNow

ServiceNow DemonstrationFocus

• PortalOverview• UserInterfaceandNavigation• UserAdministration• CustomerInformationandLicensedSoftware• CaseEntry

• Question• Diagnostic• RequestForEnhancement

• CaseReviewandStatus• Notifications• KnowledgeBase• FutureFunctionality

Q&A