General Navigation Training Session

1. General NavigationTraining Session “Strictly private and confidential: The elements contained in the present document are part of preliminary study pertaining to the feasibility of alternative (possible strategic) projects and should be treated with the utmost level of confidentiality; should they evolve towards an effective project, such would be subjected to the prior information and consultation of the competent employee representative bodies in compliance with the applicable law.”

2. Today’s Presenters

3. Course Objectives ServiceNow Introduce the new system WOW Provide insight and what is staying the same For MBS Advisors • Give MBS team members helpful tips on using the system

4. Ground Rules Feel free to ask all your questions- use the chat window! Please switch off mobile phones, ipads, etc. No other work, no emailing or multitasking

5. Agenda Claire – once all complete Please change up the order so that it makes the most logical sense… Introduce the new tool, provide the helpful tips, then go through WoW

6. What’s Changing? We are replacing iRequest and Employee Center with a contemporary case& knowledge management solution Update this to say Employee Center **Katie will this be the same logo as on the left? i-REQUEST The tool will allow us to deliver an improved Employee Centre for everyone enabling an intuitive, engaging and consistent employee experience

7. What’s Staying the Same in General? Employee centrewill continue to be a Self Service Portal where people will need to submit requests for themselves or others People Managers will still be notified when an action is needed by them and will still be required to approve a request. They will still be required to to advertise vacancies as part of the Open posting policy System can still be viewed in multiple languages All background systems will remain as they are – Taleo, SHARP, Success Factors This will not have any implications on any other business tools such as Concur In countries where there is wet signature requirement, this will remain as is.

8. What Stays the Same for General Navigation? • LANID will be required to access the system. • Line Managers and employees will still submit requests as they do today. Suggest we delete the slide and move over line orange and grey box • All actions will require a request to process.

9. HR PORTAL General Navigation in Employee Centre

10. Getting Setup in ServiceNow HR Portal Line Manager/Employee Experience Contains HR knowledge articles for every MBS supported country User profile – single signon Search for HR knowledge articles and requests that answer your questions, as you type results are suggested on key words

11. Getting Setup in ServiceNow HR Portal Line Manager/Employee Experience You can see all of the items you need to take action on from 2 places – top of the page and listed below The cases tab will show your 5 current working cases and closed cases

12. System and Profile Settings Line Manager/Employee Experience Click on Your Name Underneath User Preferences you can change the time zone, the language used on the site, and email notifications Set your Preferences Here

13. HR PORTAL – CREATE AND MONITOR REQUESTS General Navigation in Employee Centre

14. Accessing the HR Catalogue Line Manager/Employee Experience You can access the HR Catalogue by clicking the link at the top or bottom of the home page

15. Inside the HR Catalogue Line Manager/Employee Experience What you see in the HR Catalog depends on both your geographical work location (Work Country, Region) and also your role (HR/MBS ES, Employee, People Manager)

16. General Inquiry Form Line Manager/Employee Experience Requestor field will always pre-populate. If you are the LM, you can specify the subject person. Depending on your role, you can perform different types of requests. You can request for yourself, yourself and your team, or if you are HR/MBS, you can request on behalf of someone. You can add an attachment to your message.

17. Submitting an InquiryLine Manager/Employee Experience Case Description Case History

18. Trivia Time! True or False? Trivia Time What exactly is changing? iRequest and Employee Center are being replaced with a more intuitive system. Employee How do you set your personal user preferences? Click on your name when on the HR Portal

19. Q&A

20. USING EMPLOYEE CENTRE FOR MBS General Navigation in Service Now

21. Dropdown provides access to multiple dashboards Note: only performance reporting team will have access to publish dashboards Dashboard (Using the Employee Centre for MBS) Advisor Experience User Settings Filter navigator and queue manager Cases You Have Access To

22. Adding and Managing FavouritesLine Manager/Employee Experience Add a slide after this that explains the left hand side – what the Star means and how to make a favorite – then instruct that they can make their own favorites of Assigned to Me, Open, and HR Service Portal (to start)

23. System Settings Advisor Experience Access through cog in top right corner

24. Dashboard (Navigator) Advisor Experience Options in the left hand bar will be limited per your role

25. List View (Web Work List/Queue View)Advisor Experience

26. Hamburger Menu Options Basic Search Menu List View (cont.)Advisor Experience Allows to search on any word or phrase displayed in the current columns in the list

27. Advanced FilterAdvisor Experience This List view will allow you to search for multiple options such as: Requests, “Works in Progress”, Projects Assigned to Joe, Promotions, etc.

28. Personalised Column OptionsAdvisor Experience Keep these with the MBS specific slides – add a slide and give an example of a column they could/should add Allows you to add and remove columns to the List view. Select a specific column and change its position. Check box options allow you to wrap column text, compact text, colour cells, etc. Coloured dots mean there is still an open task.

29. Column Headers with Hamburger MenusAdvisor Experience Clicking a column header in the List View allows you to Export all items as a chart. So, for example, you can choose Pie Chart or Bar Chart for a simple graphic to be generated in the moment within ServiceNow. Or you can click Export > PDF to export the data of what you currently have on-screen into a PDF document. Keep these with the MBS specific slides

30. Q&A

31. WORKING ON A CASE General Navigation in Service Now

32. Working on a Case- Sections General LayoutAdvisor Experience Stages across the top of the screen (chevrons). Click each stage as you progress. When a request lands in the group and is unassigned, you can see the basic case details, attachments and any other similar cases raised previously for that person. Aaron can we get new screen shots?

33. Working on a Case- Action ButtonsAdvisor Experience When a case is assigned to the group it will not yet be assigned to a person, click the "Ready for Work / Assign to Me" button in the Action Bar to assign this case to yourself. Once the case is ready to be worked on or has been assigned to you, you'll see more buttons in the Action Bar to enable you to work through the case. Aaron can we get new screen shots?

34. Working on a Case- Case Details LayoutAdvisor Experience

35. Working on a Case- Knowledge ResultsAdvisor Experience The Knowledge Results screen is specific to the country or process in which the case is being worked on. It provides a list of published information relevant to the case that can be used as reference information and can also be attached to the case as well.

36. Working on a Case- Q & AAdvisor Experience Underneath the standard case fields you'll find a tabbed middle section. Here you can click "Case Details, Fulfillment Instructions, Comments and Work Notes". On the Case Details tab, you'll be able to see all the original questions and answers from the entry form when the case was originally submitted.

37. Working on a Case- Fulfillment Checklists Advisor Experience All of our business processes are designed with checklist items. These are here to help guide and ensure all correct steps have been completed. These DO NOT override your SOPs. Different checklist items will appear as you work through the stages of a case. Some processes contain checklist items that are mandatory and must be completed before the case will progress ie final manager approval It is also possible to add checklist items into a case

38. Working on a Case- Comments and Work NotesAdvisor Experience Clicking the Comments and Work Notes tab, shows all the activities that have taken place on the case. This includes all the comments, approvals, attachments and system activities that happened end-to-end!

39. Type of Case and Case Number Complete a Task Manage Attachments and Shortcut to Activity Log Follow a case, receiving updates on it in real-time Update, Add, and Approve a task Working on a Case- Case FormAdvisor Experience

40. Tell Us. Which Feature You Like the Most? Better visibility on Case Status Search Functionality Chat Functionality Intuitive Platform Improved HR Knowledge Base Mobile Compatibility Easier Processes

41. What YOU can do to help… Share your IDEAS! Provide FEEDBACK Continuous Improvement MINDSET Raise CHALLENGES Think of SOLUTIONS

42. THANK YOU for joining today’s session!