Augmented Reality, Chat Bot, Al - Into the Future with Service Now

1. Trivadis TechEvent
Augmented Reality, Chat Bot, AI – Into the
Future with ServiceNow
Senior Solution Consultant
kevin.mettenberger@servicenow.com
+41 79 424 06 71
Kevin Mettenberger

2. 2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
IoT
Artificial
Intelligence
Chat Bot Augmented Reality

3. From Forbes, June Special Issue © 2018 Forbes. All rights reserved. Used by permission and protected by the Copyright Laws of
the United States. The printing, copying, redistribution, or retransmission of this Content without express written permission is
prohibited.

4. 4 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
Fred Luddy, ServiceNow founder, 2004
„Build a cloud-based platform to enable
regular people to route work effectively
through an enterprise“

5. 5 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
Email, Spreadsheets, Forms,
Phone Calls
What we often see…
Work
Incidents
Requests
Cases
Tasks
Departments
IT
HR
Service
Security

6. 6 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
Requester ProviderService Owner
Collaborate
& Resolve
Automate
Resolution
Define
Services
Measure &
Optimize
Request
Status
Self
Serve
Build
Experiences
Categorize,
Prioritize
& Assign
Action Flow in ServiceNow
View
Status

7. 7 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
Requester ProviderService Owner
Collaborate
& Resolve
Automate
Resolution
Define
Services
Measure &
Optimize
Request
Status
Self
Serve
Build
Experiences
Categorize,
Prioritize
& Assign
Action Flow in ServiceNow
View
Status
Categorize,
Prioritize
& Assign
Agent Intelligence

8. 8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
Requester ProviderService Owner
Automate
Resolution
Define
Services
Measure &
Optimize
Request
Status
Self
Serve
Build
Experiences
Categorize,
Prioritize
& Assign
Action Flow in ServiceNow
View
Status
Categorize,
Prioritize
& Assign
Agent Intelligence
Resolve Common
Requests & Tasks
Virtual Agent

9. 9 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
ServiceNow – The System of Action for
Humans and Machines.

10. 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
SSH
WMI
SNMP
PowerShell
SCCM
VMware
AWS
Azure
Service Portal
Knowledge Base
Community
Status
Notifications
Supervised
Machine
Learning
Anomaly
Detection Peer
Benchmarks
Actionable
Analytics
Time-series
Database
Workflow Integration
and APIs
Visual
Taskboards
Low Code
Dev Tools
Service
Aware CMDB
Now Platform™Service Catalog
IT Service
Management
IT Operations
Management
Security Operations
Governance,
Risk &
Compliance
HR Service DeliveryCustomer Service
Management
Software Asset
Management
Intelligent Apps
Risk
Policy &
Compliance
Audit
Vendor
Risk
Security
Incident
Response
Vulnerability
Response
Trusted
Security
Circles
Threat
Intelligence
Case &
Knowledge Onboarding
&Transitions Employee
Service
Center
Studio
Service
Portal
Designer
Delegated
Development
Automated
Testing
Framework
Customer
Service
Mgmt
Field
Services
Communities
Incident
Problem
Change
Release
Asset
Cost
EventMgmt
ServiceMapping
Discovery
Orchestration
Cloud
Mgmt
Operational Intel
Demand
Portfolio
Project
Resource Agile
Dev
Test
Mgmt
Financial
Planning
Financial
Modeling &
Charging
App
Portfolio
IT Business
Management
SWAsset
Mgmt
Client SW
Distribution
REST
SOAP
JDBC
LDAP, SSO
Data Import
HP OpenView
MS SCOM
Event connectors
Mobile, Service Portal, Virtual
Agent, Live Chat, Notifications

11. Demo

12. 12 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
SSH
WMI
SNMP
PowerShell
SCCM
VMware
AWS
Azure
Service Portal
Knowledge Base
Community
Status
Notifications
Supervised
Machine
Learning
Anomaly
Detection Peer
Benchmarks
Actionable
Analytics
Time-series
Database
Workflow Integration
and APIs
Visual
Taskboards
Low Code
Dev Tools
Service
Aware CMDB
Now Platform™Service Catalog
IT Service
Management
IT Operations
Management
Security Operations
Governance,
Risk &
Compliance
HR Service DeliveryCustomer Service
Management
Software Asset
Management
Intelligent Apps
Risk
Policy &
Compliance
Audit
Vendor
Risk
Security
Incident
Response
Vulnerability
Response
Trusted
Security
Circles
Threat
Intelligence
Case &
Knowledge Onboarding
&Transitions Employee
Service
Center
Studio
Service
Portal
Designer
Delegated
Development
Automated
Testing
Framework
Customer
Service
Mgmt
Field
Services
Communities
Incident
Problem
Change
Release
Asset
Cost
EventMgmt
ServiceMapping
Discovery
Orchestration
Cloud
Mgmt
Operational Intel
Demand
Portfolio
Project
Resource Agile
Dev
Test
Mgmt
Financial
Planning
Financial
Modeling &
Charging
App
Portfolio
IT Business
Management
SWAsset
Mgmt
Client SW
Distribution
REST
SOAP
JDBC
LDAP, SSO
Data Import
HP OpenView
MS SCOM
Event connectors
Mobile, Service Portal, Virtual
Agent, Live Chat, Notifications

13. Kevin Mettenberger
Senior Solution Consultant
+41 79 424 06 71
Kevin.Mettenberger@servicenow.com
Thank you