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servicenc,w- <br />5erviceNow Product Overview <br />Effective Date: May 2, 2016 <br />ServiceNow Applications <br />Activity Designer <br />Enables a user to construct reusable activities that suit an organization's <br />business needs. Requires Orchestration Core. <br />Activity Packs <br />A collection of related workflow activities that allow Orchestration Core to <br />connect to, and automate work with, external systems. Some Activity Packs <br />require Orchestration Coreand others require Cloud Management. <br />Agile Development <br />Provides capabilities to managethe software development process in projects <br />including enhancement requests, defect prioritization, definition of release <br />content, and tasks. <br />Asset Management <br />Provides capabilities to track and manage the physical, contractual, and <br />financial aspects of assets. <br />AuditManagement <br />Provides a centralized process for Internal Audit teams to automatethe <br />complete audit lifecycle by providing the capability to plan, scope and execute <br />integrated, risk -based auditplans. <br />Change Management <br />Allows repeatable methods and proceduresto be used for introducing change <br />into the IT infrastructure by providing capabilities for creating, assessing, <br />approving, and executing changes. <br />Client Software Distribution <br />Allows administrators to distribute software from the service catalog using <br />third party management systems. Requires Orchestration Core. <br />Cloud Management <br />Provides the capability to automate the provisioning and management <br />lifecycle of public and private virtual servers. Requires Orchestration Core. <br />Configuration Automation <br />Provides the capability to manage the configuration settings of a physical or <br />virtual server. Requires Orchestration Core. <br />Cost Management <br />Provides capabilities to track one-time and recurring casts of configuration <br />items used by IT and allocate those costs to business units using allocation <br />rules. <br />Cost Transparency <br />Provides insight forexecutives seeking to align spending to business goals. <br />Users can classify general ledger records, definereporting <br />structures and allocation rules, and view summaryreports. <br />Customer Service <br />Includes the following key features: Omni —channel customer engagement <br />Management <br />across portal, chat, email, and phone (native telephony integration requires <br />Notify), a robust customer data model for accounts, partners, and contacts; <br />case management with advanced skills -based routing, real-time servicelevel <br />agreement (SLA), service contracts and service entitlements; pre -packaged <br />service analytics using both real-time data as well as snapshots fortrend <br />analysis (trend analytics requires Performance Analytics use rights); and voice <br />of customer feedback through online surveys and customer satisfaction <br />reporting. <br />@ 2016 ServiceNvw, I nc All rights reserved. ServiceNow Confidenus 1. <br />5ervt2eNow and the Service Now logo are lradAmarks of kmceNow, Inc. Ali other brand and product names are trademarks or registered trademarks of thev respectwe tin Iders <br />