Leading Cloud Computing Company Reports 99.99% Increase in Ticket Resolutions While Receiving International IT Support S

1. Case Study “ Leading Cloud Computing Company Reports 99.99% Increase in Ticket Resolutions While Receiving International IT Support Services by Jade Global Products & Services Thanks for all your support during these last two years and even before. I would like to tell you that you have made a difference here at ServiceNow and I highly appreciate your team work and consistency. Also, I would gladly tell you that the targeted turnaround time was achieved and maintained for both INC and REQ. “ SAP Okta Single Sign on Surf – Financials, Marketing, Partner Portal, other custom applications built on CreateNow Platform Client - ServiceNow Industry - Cloud Computing About the Client ServiceNow, Inc. is a cloud computing company headquartered in Santa Clara, California. ServiceNow specializes in ITSM applications and provides forms-based workflow application development. They have a global presence with operations in North America, South America, Asia, Europe and Africa and 7,000+ employees. Jamal Nasir, CISA IT Security and Compliance Manager, ServiceNow zones to prevent gaps in the service provided. The support services requested were focused on IT, Finance, HR, Sales, SAP and SSO Applications. Rapid Growth Demands Aggressive Support In December 2015, the VP of IT at ServiceNow contacted Jade Global searching for additional IT support. ServiceNow’s IT team was having trouble keeping up with the rapid growth of their operations. They needed to scale and improve efficiencies in their applications built on the CreateNow platform, ServiceNow’s own product. There was a pressing need to improve day IT operations which support their Finance, Marketing, Sales, Partner Enablement and other future teams as they scale and build new applications. Business Requirements The Challenges of International Operations 24X7 global end-user IT support across various regions Improve efficiencies on the CreateNow ServiceNow platform Complete 3-shift coverage in multiple time zones Support SURF – IT, Finance, HR, Sales, SAP, SSO applications Complete 3-shift coverage in all appropriate time zones Since ServiceNow’s team was located across the globe, this presented a unique challenge in understanding how each region used applications. The marketing, sales, and finance teams in each region used applications in different ways. It was up to Jade Global to provide a customized, localized solution to fix these problems. Since the client was scaling their operations and releasing a new platform every few months, this increased the need of support services for the new product development team. ServiceNow was also struggling with having to incorporate an ever-increasing number of end users due to a period of high company growth. Finally, with new product deployments, the need for support was rapidly increasing. Business Challenges With ServiceNow customer teams and end-users located around the world, the need for support was global and 24X7. ServiceNow’s network spans from the Americas, to Europe and APAC countries including Australia, New Zealand and Japan. ServiceNow wanted a complete 3-shift coverage in all appropriate time Customer teams in multiple regions function and use applications differently Customer operations rapidly changing due to growth and new releases of the ServiceNow platform New product deployment, rapidly increased the support needed Increasing number of end-users due to period of high growth ©2018 Jade Global Inc. All rights reserved ©2018 Jade Global Inc. All rights reserved

2. 99.99% Increase in Ticket Resolutions The Solution 24x7 L1/L2 Support Coverage Global 24X7 L1/L2 Support Coverage for ServiceNow and SAP Applications 4 weeks of onboarding at ServiceNow HQ to create 30+ catalogue tasks for repeatable and predictable support IT - Business SLA’s, L1/L2 and L3 and P1,P2,P3 and P4 Support Processes created and implemented Additional support areas added as productivity increased 5+ catalogue tasks added every quarter Weekly reporting on L1 team contributions Major and minor ServiceNow enhancements were managed in a timely fashion thanks to Jade Global’s shared support team in India operating in 3 shifts. Jade provided global 24X7 L1/L2 support coverage for ServiceNow and SAP applications. After 4 weeks of onboarding at ServiceNow’s HQ, Jade created 30+ catalogue tasks for repeatable and predictable support from the L1 team. From the IT side, Jade created and implemented Business SLA’s, L1/L2 and L3 and P1,P2,P3 and P4 support processes. Jade added 5+ catalogue tasks every quarter after the initial onboarding, which helped ServiceNow take on new applications as part of support. Jade added additional support areas as the productivity of the ServiceNow team increased and provided weekly reporting on L1 team contributions. Jade Global provided global 24X7, L1/L2 support coverage, 365 days a year to ServiceNow. ServiceNow benefitted from a 99% increase in ticket resolutions during this period, up from just 30% at the start of engagement, to over 60% by the end of the year. Jade provided a 4-week onboarding process at the clients’ headquarters and created over 30 catalogue tasks for repeatable and predictable support from ServiceNow’s L1 team. Jade also provided a weekly reporting system. Because of improved efficiencies, ServiceNow’s L1 team could take up new applications in their support portfolio every month. This enabled rapid growth and freed up the customer team to focus on strategic projects rather than day-to-day helpdesk operations. The L1 team sitting in India was able to give clients regular updates on the team progress and contributions. The Benefits More time to focus on strategic projects Faster time to market new applications Improved overall business operations Increased Customer, employee and partner satisfaction, as 60% of overall ticketing volume (L1, L2, L3) were resolved compared to 30% at the start of engagement 90%+ first time resolution for all tickets in support scope Productivity, Efficiency, and New Business Opportunities As soon as Jade Global implemented a support service framework, ServiceNow had more time to focus on strategic projects. Jade Global provided a large pool of trained and certified ServiceNow developers/QA and support analysts for rapid onboarding. This quickly gave the ServiceNow team more bandwidth to speed up their time to market new applications, improving business operations. Jade Global’s support services helped increase customer, employee and partner satisfaction levels. The turnaround time to resolve raised tickets was significantly increased, with 60% of overall ticketing volume resolved. About Jade Global Jade Global provides enterprise business application implementations, integrations, software product engineering, Cloud services, technology advisory, testing, and managed services. We are headquartered in San Jose, California with U.S offices in Philadelphia, Boston, Los Angeles, San Diego and Atlanta. Jade Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver partner and Microsoft Gold partner. We have additional strategic partnerships with Zuora, Dell Boomi, NetSuite, and Tableau. Jade is a member of the Oracle Cloud Excellence Implementor (CEI) Program and has been recognized as one of the fastest-growing companies in North America by Inc. 5000. www.jadeglobal.com | info@jadeglobal.com | 877-523-3448 ©2018 Jade Global Inc. All rights reserved