Services Connect 2014 UXC Keystone

1. Services Connect 2014UXC Keystone Friday 9th May, 2014

2. Agenda UXC Keystone Update 10 minutes Daniel Ettenhofer – Account Executive Keystone ImplementationProduct and Practices 25 minutes Neil Mckinnon - CTO Keystone Implementation Case Study “Beyond IT” 5 Minutes Daniel Ettenhofer – Account Executive Q & A5 minutes

3. Executed through a high-performing team and partners WHAT WE DO UXC Consulting – Advisory & Consulting We are an end-to-end IT solutions company that is especially good at solving problems, simplifying technology and keeping the people real Consulting UXC Training – Capability Uplift UXC Professional Solutions – Resourcing UXC Red Rock – Oracle Enterprise Applications UXC Eclipse - Microsoft UXC Oxygen – SAP UXC Keystone – ServiceNow UXC Connect – Network, Unified Comms, Innovation, Outsourcing & Managed Services Infrastructure Services & Outsourcing Source: Gartner IT Services Survey Market Share, March 2013

4. END-TO-END RECOGNISED EXPERIENCED 140+ ServiceNow Customers Largest ServiceNow Partner in Region 70+ Staff and growing Award ServiceNow Partner of the Year 2 Years running 98% Customer Renewal Rate Lifecycle Approach to Application Ownership Rapid Time to Value, Supported by Continuous Service Improvement Our Vision To be the industry recognised leader in IT Transformation by combining industry leading cloud solutions, advisory, organisational change, and process consultancy services.

5. Implementation Goal To create simplicity through technology where there is complexity We do this through the implementation of a Single System of Record aligned to Best Practice processes that address your business challenges

6. Our Customers – A strong platform for Growth

7. Relationship Goal University of Sydney University of Western Sydney University of New England University of Wollongong Australian National University Deakin University Edith Cowan University University of Western Australia Griffith University Bond University University of the Sunshine Coast James Cook University Australian Catholic University University of Auckland Auckland University of Technology

8. The team!

9. KeyMethodMethodology Our proven iterative implementation methodology Provides a practical balance between agile and waterfall methodologies • Delivery model consists of a traditional Waterfall approach to gathering requirements and designing the solution and an iterative Agile approach to delivering functionality based on your business priorities Understands service management implementations • More of a journey of service improvement, than a definitive end point Relies on a solution design followed by a series of design, build, test “sprints” to reach an agreed outcome for the project Proven to be an efficient approach especially when specific customer requirements are difficult to lock down Requirements & Initiation Design Plan Build & Test Deploy & Support Close

10. Underlying Principles for Each Phase • Customer has clear visibility and acceptance of Project Deliverables throughout the project lifecycle • Gated approach to milestones, project meetings, risk register and project governance • The set up of a repeatable process that enables our team to intimately understand Business Requirements for implementation prior to the design of a solution • Enablement & Education (training, documentation and handover) • Leverage project learnings IT Operations Iterative, Agile Approach Design Project Scope

11. KeyStart Process and Technology Accelerate Adoption & Time to Value

12. KeyStart Suite of features to enhance ServiceNow out-of-box offering • Many commonly asked for features (more later) • Localised for Australia / NZ Configuration layer on top of ServiceNow Complete with design/training/test templates Hand in glove with KeyMethodimplementation methodology Accelerate adoption and time to value Ahead of new releases Accumulated wisdom and repeated ideasfrom 130 implementations done by UXC Keystone

13. History ServiceNow from day-1 was a true Platform-as-a-Service • Incredibly advanced platform, UI, and approach • ITSM features were very functional, but more of a clean-sheet-of-paper ITIL maturity in the US was not as far along as Australia / Europe The US market wanted a more DIY approach • Specific to needs • Less concerned about ITIL per se. The Australian market was more inclined to want/demand best practices • Similar approach used by European partners We found the same needs arising time and time again • Applied the 80/20 rule • Efficiencies and time/cost to value was desired • Keystone Best Practice journey began

14. Implementation All features implemented as standard customer configurations of ServiceNow • No platform changes / “below the covers” interfaces • Everything implemented as any customer would • Becomes the point in time starting point for implementations Keeps up with latest releases • Upgrade testing • Moving with new features • Adapting to new ServiceNow best practices and features • Retiring old features as ServiceNow rapidly adds greater value Ongoing commitment

15. Basic Features Australian and NZ configurations • Timezones selectable • Schedules for public holidays • Phone number formats • Date/time formats Form layouts • Common task (incident, request, change, problem) process form / list layouts • Neat / consistent data sections and tabs • Classification structures

16. Process features Major Incident Process Templated New Call feature • Built for needs of high call rate service desks Common SLA configurations • Respond / Restore • Priorities Common task work tasks • Sub task work assignment 3rd party / vendor assignments Common requestor fields across processes Simple and effective effort recording

17. Advanced features Status flow mechanism • Uses Next step process – “where to from here?” • Drives Status, rather than selecting • Directs behaviours simply, minimises training • Leads through the process • Allows process to be simply enforced by status • Drive SLAs from action as well as status • Conditional steps, including role based • Simple setup • Minimises many conditional action buttons • Consistent behaviour across processes

18. Benefits Faster implementation timeframes • Lower costs • Lower risks - greater certainty of outcome • 80/20 rule Upgradability • Strong Keystone focus to ensure clean upgradability • Many supported customers – it is in our selfish interest to ensure clean upgrades • 80/20 rule – great for supportability – 80% common – 20% bespoke Greater consistency in approach and implementation across consultants

19. Future Moved to more feature-by-feature selection • Rather than all-or-nothing Periodic “refresh” as platform changes • Release by release review and verification • Keeping up with the newest best ways Always listening to customer needs • Adding features you ask for Greater library of utilities for re-use • Classes / Activities, etc.

20. KeyStart Summary The drive is, and has always been: • Consistency • Simplified design phase • Faster implementations • Lower cost implementations • The starting point - 80/20 rule always • Upgradability • Increased supportability • More than just the technology ServiceNow is unquestionably the leading platform and application in this space • KeyStart simply ensures you maximise it, for less

21. Beyond IT Use Case Independent Franchisee owned and operated purchasing company Suppliers Distribution Centres Franchise Restaurants Standard price: $5.50 Negotiated price: $4.50 Restaurant pays: $5.00 Supplier pays Independant : $0.50

22. Beyond IT Use Case