Jade Global 2019 www.jadeglobal.com
Jade Global
ServiceNow ITSM Overview
Jade Global Services
The ServiceNow platform enables enterprises to move from infrastructure-centric to service-centric businesses. They can use
ServiceNow as a single system of records for IT, automate manual tasks, standardize processes, consolidate legacy systems,
create custom applications and evolve the IT service model to service domains inside and outside the enterprise.
ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. ServiceNow’s
system of action allows you to consolidate tools, transform the way you deliver services, and improve the customer experience.
With ServiceNow ITSM, you can automate workflows, gain real-time visibility, and improve IT productivity, allowing you to switch
your operational investments to innovation. You can accelerate your digital transformation and elevate your service experience
by providing consistent end-user services anytime, anywhere, and through any channel, using virtual agents. ServiceNow ITSM
is proven to increase productivity levels by up to 20% or more with structured machine learning to automate routine tasks. Plus,
you will receive the insights you need to continuously improve.
Jade Global provides a full spectrum of services on the ServiceNow Platform to help enterprises
Strategize
Implement
Manage
Delivery Expertise
Certified ServiceNow Implementation
specialists with extensive ServiceNow
applications and platform expertise and
experience of multiple ServiceNow
Implementations.
Implementation methodology leveraging industry
best practices for processes and Implementation
best practices in ServiceNow allows for a robust
solution that is scalable, cheaper to maintain.
Center of Excellence
Dedicated team focused on building
Implementation Assets, Integrations to other
Enterprise Applications, accelerated
Implementation packages and
developing solutions.
ITSM Project Problem
Release Incident
Change Request
Asset
Custom Application
Sales Finance HR
Marketing
SaaS Apps
Enterprise Package
Apps SAP
Oracle EBS
Jade Advantages

Jade Global 2019 www.jadeglobal.com
Jade Global Services and Offerings
Our advisors bring proven methodologies to work with clients to build effective strategic plans and suggest the technology
and integrations that can help an enterprise derive the business benefits through improved Service Management
ITSM Advisory
Assessment of the business, culture, people, processes and technology allows our experts to develop the strategies and
develop plans aligned to the corporate vision.
Our ITSM Advisory services include:
• Service Management Assessment
• Process Development & Improvement
• Tool Advisory
• IT Asset Management
Implementation Health-check
Jade ITSM implementation specialists review your existing system for processes and configurations implemented. We
make recommendations for improving the effectiveness of the implementation to ensure greater user adoption.
Our Health-check services include:
• Process Review
• Configuration/Code Review
• Implementation Approach Review
Custom Application Development Services
Jade has more than a decade of successfully delivered custom applications for enterprises across multiple
development technologies. We specialize in developing custom applications to extend standard functionality of enterprise
package applications. We have extensive experience in the ERP, CRM, HR domains and have developed cross platform,
cross functional applications in many industries including Hi-Tech, Security, Retail. The ServiceNow Platform allows for
Rapid Application Development of enterprise applications while using the power, flexibility and scalability of a world-class
Cloud Platform. Our ServiceNow experts have deep design and development expertise and experience and can rapidly
deliver self-service and shared systems for HR, Sales,Marketing, Finance, IT, Procurement etc.
Strategy and Planning Services
We offer an all-encompassing IT Support solution designed to expand your coverage, minimize your risk and reduce your
critical systems cost . Our team of certified ServiceNow consultants can provide cost-effective onsite and offshore support
services for:
• Technical Enhancements
• Minor bug-fixes
• QA & Functional Testing
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Jade Global 2019 www.jadeglobal.com
Jade ServicesNow Implementation
• Accelerated fixed price implementation packages for rapid ROI
• Expertise across the ServiceNow products suite - Enterprise Applications, Infrastructure Applications and Development
Platform
• ServiceNow and industry best practices
• Certified ServiceNow Implementation specialists
• ITIL certified process experts
• Process and technical workshops
Implementation Services
Jade Global offers full life-cycle Implementation Services for ServiceNow ITSM systems or Custom Applications. Whether
it’s a new ServiceNow deployment or enhancements or extending footprint across an enterprise, Jade Global
leverages experience and knowledge of Industry, domain and platform best practices to deliver high quality services and
successful implementations. Our ITIL certified process consultants and certified Service Now specialists ensure your
systems are architected and designed to be scalable as you grow. Using an optimum blend of onsite and offshore
ServiceNow consultants Jade Global offers rapid and cost effective implementation and Integration services.
►
QA and Testing Services
We offer comprehensive QA and Testing services for faster and more successful ServiceNow deployments.
We have deep expertise in Automated testing using
• Open source tools like Selenium.
• Automated smoke and regression test suites.
• Automated solution integration with test management and bug tracking tools like TestLink, Bugzilla, JIRA, Mantis etc.
• Automated solution integration with continuous integrations tools like Jenkins
Maximize your ServiceNow Investment and reduce the Total Cost of Ownership with Jade Global’s
comprehensive ServiceNow Support
►
Jade also offers Manual and Performance testing services.
• Support Coverage
• 24X7 P1
• Call Handling • Ticket Creation
• SLA Monitoring • Escalation Management
• Service Desk and Incident
Management • Change Management
• Release Management • Configuration Manage
►
• 16X7 P2, P3 and P4
• Level 1, Level 2 and Level 3
• Problem Management

Accelerate Enterprise Service Management with Jade RightStart
Jade RightStart Implementation Packages
Jade RightStart Packages
Across the enterprise - whether it’s IT, Facilities, HR, Field Service, Customer Service, or any other service, departments are
constantly challenged to deliver the highest level of service while maintaining efficiency and innovation. ServiceNow provides a
scalable platform that enables each department to create services, provide an intuitive service experience, and deliver them
efficiently. Jade Global provides the services and solutions to help enterprises leverage the platform and maximize their
ServiceNow investment.
Jade Global’s RightStart packages* are 10-12 week rapid implementation services of the core ServiceNow modules,
functionalities, and features designed to lay the foundation for a phased evolution leading to a robust and mature enterprise
service management platform. RightStart implementation packages leverage the experience of many successful implementations,
methodology, best practice processes and configurations, and Jade’s ServiceNow expertise.
*packages include User Training and Post Go-live Support.
Jade Global 2019 www.jadeglobal.com
Jade RightStart implementation packages are 10-12
week, rapid implementation service packages of
preconfigured serviceNow ITSM and Business
Management solutions.
Jade RightStart is a proven rapid implementation
approach based on industry best practices that lays
the foundation for driving service management across
an enterprise.
Process recommendations are driven by ITIL best
practices and those that allow for leveraging
maximum out-of-the-box ServiceNow functionalities.
Core IT Service Management
Customer Service Management
GRC
Project Portfolio Manangement

Virtual Agent
Virtual Agent provides instant resolution to repetitive IT service tasks and
requests with self-service responses delivered via an automated, conversational
chatbot. Customers receive consistently great service 24/7, and IT staff are freed
to work on more meaningful tasks, allowing for greater scalability and smarter
resource spend.
Elevate services with ITSM’s professional applications
Agent Intelligence
Agent Intelligence uses machine learning to automatically categorize and route
issues to increase agent efficiency to lower time to resolution. By automatically
categorizing incidents based on the requester’s description, Agent Intelligence
is able to “learn” from historical request patterns, allowing it to become
increasingly accurate in its predictive recommendations.
Performance Analytics
Performance Analytics puts the power of data in the hands of the stakeholders
and subject matter experts—workers, owners, and executives—who are
responsible for successful service delivery. With Performance Analytics, you
can use data visualizations to anticipate trends, prioritize resources, and drive
alignment with business goals.
Continual Improvement Management
Continual Improvement Management (CIM) aligns data, people, and business
goals for managing and measuring the strategic roadmap for IT improvements.
With a structured framework and workflow, CIM enables cross-team
collaboration and ensures all improvements are efficiently reviewed and
prioritized.
Employee benefit—provides consistent, 24x7 self-service with faster
resolutions
IT benefit—deflects incidents, removes the burden of repetitive, routine work
Employee benefit—ensures requests are routed correctly, resulting in faster
responses
IT benefit—correctly categorizes requests for faster resolution and increases
CSAT
Business benefit—allows for data-driven decisions from real-time dashboards
and notifications
IT benefit—anticipates trends, prioritizes resources, and drives IT’s performance
Business benefit—reduces costs and focuses resources on innovation for the
business
IT benefit—allows cross-team collaboration to manage and measure IT
improvements
Jade Global 2019 www.jadeglobal.com

Transform IT with ITSM’s innovative apps
Incident Management and Problem Management
Restore service after an unplanned interruption by investigating the root cause
of an incident or escalating it to a major incident to quickly resolve critical
service disruptions. Leverage trend analysis and periodic service configuration
reviews to minimize and prevent future issues.
Employee benefit—gives rapid service restoration and consumer friendly
self-service experience
IT benefit—accelerates service restoration, and collaborates to drive continual
improvementdrive continual improvement
Change Management
Control IT change processes to minimize the risks and costs associated with
rapid unplanned changes. Automate the planning and scheduling of CAB
meetings with CAB Workbench and set expectations for planned changes.
Increase user satisfaction and decrease unwarranted ticket requests with
automated change notifications.
Employee benefit—prevents wasting time in change advisor board meetings
IT benefit—minimizes the risks and costs associated with unplanned changes
Configuration Management Database (CMDB)
Consolidate disparate IT management systems into a single system of action,
allowing IT to see exactly what assets are in your IT environment, what services
they are related to, and how they’re functioning at all times. See the relationship
between the CIs and services to proactively manage the impact of changes on
your services. Monitor the quality of your CMDB data with the CMDB Health
Dashboard.
Asset Management
Track the financial, contractual, and inventory details of hardware, devices, and
virtual assets from purchase through disposal. Mitigate risk by knowing how
every system is configured, what it costs, who has access to it, and what’s
installed on it. Get a complete, connected view of your assets, allowing you to
identify and resolve issues faster.
Business benefit—provides better service visibility and control of your
environment
IT benefit—makes better decisions with full understanding of risk and impact
Business benefit — offers visibility of the financial and contractual details of
assets
IT benefit — sees the costs, configuration, and access rights of assets for
faster resolutions
Jade Global 2019 www.jadeglobal.com

Better work experiences with ITSM Now Experiences
apps
Request Management and Knowledge Management
Give end users a modern, omni-channel way to interact with IT and other
shared services groups at any time through any device—enable self-help,
request items or services, and collaborate with others. Capture and package
knowledge from across the organization and make it readily available for
shared or private use by IT and employees.
Employee benefit — makes requests from your mobile easy, offers self-help
and cross-organizational status updates
IT benefit — streamlines service delivery, reduces costs, and automates
workflows
Service Level Management
Set business expectations and gain visibility into your IT team’s service
commitments and performance. Proactively manage SLAs with the
color-coded visual SLA Timeline that allows managers to see individual SLA
progress and events triggering stage changes. Prioritize tasks, check statuses,
reassign ownership, and escalate issues when needed, allowing you to always
provide your best service for what matters most to your organization.
Employee benefit — features greater satisfaction with IT by meeting time
and quality expectations
IT benefit — align to business priorities by spotting trends and patterns early
Reports and dashboards
Combine the power of the Now Platform® with a single data model to generate
and distribute important information on demand and in real time. Choose from
predefined or customized reports and create eye-catching, role-based
dashboards in a flash.
Business benefit — provides the right data to the right people to make better
decisions
IT benefit — creates on-demand reports in real time and permits viewing of
200+ predefined reports
Benchmarks
Benchmarks uses anonymized customer data to bring you the industry’s
largest and most up to date benchmarks. This allows you to compare your
service management performance to the industry averages of your peers. Now,
you can analyze and optimize your own performance against tthe best in the
industry.
Business benefit — tracks KPI trends over time to measure IT performance
outcomes
IT benefit — compares your service’s performance to industry peer averages
Jade Global 2019 www.jadeglobal.com

ServiceNow ITSM customer successes
Don’t just take our word for it—see how
companies like yours use our IT Service
Management to elevate their service
experiences.
26 countries
deployed across with
12,000 users in 9 months
Saved $3M
by consolidating tools
14,000 users
delivered to in just
10 months
Customer
challenges
ServiceNow
outcomes
Transform IT
Standard package
Elevate IT services
Professional package
ITOM, ITBM, Intelligent Apps, and ITSM — Better together
Single system of action | Nonstop Cloud
Automate the
modern workplace
Entire portfolio
Multiple
IT tools
Decisions
without data
Reactive
firefighting
Manual
processes
Unhappy
employees
Reactive
priorities
Functionally
siloed
processes Poor
customer
experience
Slow to
adapt
United IT
platform
Real-time
visibility
Switch to
innovation
Increased IT
productivity
Higher CSAT
scores
Insights to
improve
More
productive
employees
Delighted
customers
Increased
competitiveness
Your IT productivity will improve by 20% or more with
structured machine learning to automate routine tasks.“
Jade Global 2019 www.jadeglobal.com
ServiceNow Customer Outcomes
Jade Global provides enterprise business application implementations, integrations, software product engineering, Cloud services, technology
advisory, testing, and managed services across diverse industries. We are headquartered in San Jose, California with U.S. offices in Philadelphia
and Los Angeles. Jade Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver partner, Dell Boomi Certified
System Integrator Partner and Microsoft Gold partner. We have additional strategic partnerships with NetSuite and Zuora. Jade has been
recognized as one of the fastest-growing companies in North America by Inc. 5000 and was featured on the Fastest Growing Private Companies
list in the Silicon Valley Business Journal.