Why ServiceNow - Rome v1

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ServiceNow Product Modules Module Business Function Requirement s Customer Service Management Customer Service Management enables enterprises to deliver effortless customer service to increase customer satisfaction while proactively reducing case volumes and costs, connect departments, workflows, and systems, resolve underlying issues, and automate service across the enterprise. Customers can be other organizations (business-to-business) or individuals (business-to-consumer). Includes the following key features: Omni–channel customer engagement across portal, chat, email, and phone (native telephony integration requires Notify); a robust customer data model for accounts, partners, and contacts; case management with advanced skills ‐ based routing, real ‐ time SLA, service contracts and service entitlements; pre ‐ packaged service analytics using both real ‐ time data as well as snapshots for trend analysis; and voice of customer feedback through online surveys and customer satisfaction reporting. Also, includes the following: • Customer & Contract Management • Product and Services Install Base • Omnichannel Engagement • Proactive Customer Communications • Customer and Partner Portal • Customer Communities and Knowledge Management • Complex Case Workflows IT Service Management IT Service Management includes products such as Incident, Problem, Change, Release, Request, Asset, and Cost Management. Communities Enables a customer’s users to engage with peers to ask questions and provide answers on areas of their interest. Helps organizations to reduce support costs through crowd sourcing of knowledge and self-service enablement. Includes the following key features – forums and user management, personalized subscriptions, user community profile, and moderation. N O W ™ | Works for you ™ Page | 3 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Walk-Up Experience Provides the capability to create and manage a requester queue at an onsite walk-up venue where requests are resolved in person. Provides capabilities to create and manage a requester queue at an onsite IT walk-up venue where requests and issues are fulfilled and solved by IT technicians in real time and in person. Engagement Messenger Engagement Messenger manages the end-to-end user self-service experience in one central location, from within ServiceNow, and deploy that experience where it’s most convenient for end-customers. It also extends the ServiceNow customer self-service experience to third-party portals. Continual Improvement Measure and improve IT services across the enterprise by identifying improvement initiatives with out-of-the-box integrations. Align improvement initiatives with corporate goals and track their statuses throughout their lifecycle. Proactive Customer Service Operations Proactive Customer Service Operations enables organizations to improve the customer experience by breaking down the silos that exist between the processes and systems used by front line customer service and back-office operations teams. Outsourced Customer Service Outsourced Customer Service supports the outsourcing model in which an enterprise hires another company or individuals to perform tasks, handle operations, or provide services that were executed by the enterprise's own employees. Predictive Intelligence/Virtual Agent/Performance Analytics Virtual Agent delivers pre-built conversation topics for common requests and ease the burden on agents for simple cases. Predictive Intelligence provides three classification frameworks that enables you to use machine- learning algorithms to set field values during record creation, such as setting the assignment, categorization or prioritization based on the short description. You can train predictive models, so they act as an agent to automatically categorize, and route work based on your past record- handling experience. More information on Performance Analytics is below. Vendor Manager - Workspace Provides a centralized workspace to manage and monitor vendor health, performance data and related vendor information. Service Owner - Workspace Service Owner Workspace provides Portfolio managers and service owners access an integrated and graphically intuitive user interface to manage and monitor portfolios and services. Universal Request The ServiceNow Universal Request application enables cross-departmental reporting from the time of an initial employee request through the final issue resolution. Organizations can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents. Mobile Publishing Mobile publishing creates visually distinct versions of ServiceNow mobile apps. Organizations can tailor apps to a company’s unique identity, with a unique name, splash screen, icon, security vendor, and theme colors. DevOps Provides capabilities to integrate with and collect data from ServiceNow instances; and third-party planning, source code control, and build execution tools. Allows collected data to be loaded into a unified DevOps data model where it can be used to provide reporting and automation throughout the DevOps lifecycle. DevOps Insight Provides the capability to view dashboards and create trending reports from the information collected by the ServiceNow DevOps Application. Workforce Optimization Workforce Optimization is a solution for managers, leads, and agents which improves the quality and efficiency of service teams and enhances team satisfaction. It enables skills growth and smart scheduling, as well as real- time and historical snapshots of team performance in a single place. Process Optimization Process Optimization helps analysts and process owners to visualize and analyze the effectiveness of their business processes. Organizations can create automated business process flows from their data that enable them to monitor and more quickly discover inefficiencies in their processes. https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service- management/concept/customer-service-bus-unit-overview.html Field Service Management (FSM) N O W ™ | Works for you ™ Page | 4 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules Module Business Function Requiremen ts Field Service Management Provides capabilities to create work orders and tasks for the repair and service of equipment; schedule and assign work to technicians; manage parts requirements; and inventory, manage, and complete work orders. Also includes Cost Management and Asset Management Cost Management for FSM Provides capabilities to track one ‐ time and recurring costs of configuration items used by IT and allocate those costs to business units using allocation rules. Planned Maintenance for FSM Provides the capability to automatically create work orders and work order tasks via schedules that are triggered based on meters, usage, and/or duration. Asset Management for FSM Provides capabilities to track and manage the physical, contractual, and financial aspects of assets. The Software Asset Management application is required for tracking and managing software assets. Contractor Management Provides the capability to collaborate with third-party contractors on field service tasks through a contractor portal. Field Service Crew Operations* Field Service Crew Operations enable organizations to assign the same set of resources repeatedly to different tasks. Crew members work together on the assigned task for a set number of hours, days, weeks, or months. The crew leader can record the crew's work contributions using the mobile application. *New in Rome https://docs.servicenow.com/bundle/rome-field-service-management/page/product/planning-and- policy/concept/c_FieldServiceManagement.html N O W ™ | Works for you ™ Page | 5 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules IT Service Management (ITSM) Module Business Function Requiremen ts Incident Management Incident Management enables customers to restore normal IT operations by providing capabilities to record, classify, distribute, and manage incidents through to resolution. Problem Management Problem Management facilitates the process of identifying the root causes of errors in the IT infrastructure by providing capabilities to record, escalate, and manage problems through to resolution. Change Management Allows repeatable methods and procedures to be used for introducing change into the IT infrastructure by providing capabilities for creating, assessing, approving, and executing changes. Release Management Release Management facilitates the planning, design, build, configuration, testing, and release of hardware and software into the IT infrastructure. Cost Management Provides capabilities to track one ‐ time and recurring costs of configuration items used by IT and allocate those costs to business units using allocation rules. Asset Management Provides capabilities to track and manage the physical, contractual, and financial aspects of assets. Also tracks and managing software assets to check for basic compliance. Note : This is not the same as ITAM (below), which has broader features such as content libraries, publisher packs, etc. Request Management Provides capabilities to approve and fulfill requests for goods and services defined and presented in the Service Catalog. Walk-Up Experience Automated in-person support is enabled by allowing employees to remotely sign-up and receive status updates on their place in the helpdesk queue. N O W ™ | Works for you ™ Page | 6 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Continual Improvement Mgmt. Provides capabilities to define improvement initiatives and measure success by creating phases and tasks to meet performance goals and track progress. Service Owner - Workspace Service Owner Workspace provides Portfolio managers and service owners access an integrated and graphically intuitive user interface to manage and monitor portfolios and services. Vendor Manager - Workspace Vendor Manager Workspace manages and monitors vendor performance and vendor-related information in a graphically intuitive user experience. Universal Request The ServiceNow Universal Request application enables cross-departmental reporting from the time of an initial employee request through the final issue resolution. Organizations can map various departmental ticket states and activity streams into a unified and simplified experience for employees and agents. Automation Discovery* Automation Discovery helps you identify automation opportunities for your workflows. Use the discovery reports to implement or improve automation solutions like Virtual Agent (VA), and Agent assist. Mobile Publishing Mobile publishing creates visually distinct versions of ServiceNow mobile apps. Organizations can tailor apps to a company’s unique identity, with a unique name, splash screen, icon, security vendor, and theme colors. DevOps Provides capabilities to integrate with and collect data from ServiceNow instances; and third-party planning, source code control, and build execution tools. Allows collected data to be loaded into a unified DevOps data model where it can be used to provide reporting and automation throughout the DevOps lifecycle. DevOps Insight Provides the capability to view dashboards and create trending reports from the information collected by the ServiceNow DevOps Application. Predictive Intelligence/Virtual Agent/Performance Analytics Virtual Agent delivers pre-built conversation topics for common requests and ease the burden on agents for simple cases. Predictive Intelligence provides three classification frameworks that enables you to use machine-learning algorithms to set field values during record creation, such as setting the assignment, categorization or prioritization based on the short description. You can train predictive models, so they act as an agent to automatically categorize, and route work based on your past record-handling experience. More information on Performance Analytics is below. Workforce Optimization Workforce Optimization is a solution for managers, leads, and agents which improves the quality and efficiency of service teams and enhances team satisfaction. It enables skills growth and smart scheduling, as well as real- time and historical snapshots of team performance in a single place. Process Optimization Process Optimization helps analysts and process owners to visualize and analyze the effectiveness of their business processes. Organizations can create automated business process flows from their data that enable them to monitor and more quickly discover inefficiencies in their processes. *New in Rome https://docs.servicenow.com/bundle/rome-it-service-management/page/product/it-service- management/reference/r_ITServiceManagement.html N O W ™ | Works for you ™ Page | 7 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules IT Operations Management Module Business Function Requireme nts ITOM Visibility - Discovery Locates physical and virtual devices connected to an enterprise network. When Discovery locates a device, it explores its configuration, status, software, and relationships to other connected devices, and updates the CMDB. ITOM Visibility - Service Mapping Automatically discovers business services of the organization and builds a comprehensive map of all devices, applications, and configuration profiles used in these business services. Provides a “Top-down” approach (“Vertical Discovery”) to discovering and mapping the relationships between IT components that comprise of that specific Business Services, even in dynamic, virtualized environments. Instead of identifying an IP range, organizations select a Business Service and discover the Configuration Items support it. Visibility - Certified Service Graph Connectors Service Graph Connectors are certified third-party data integrations. Service Graph Connectors allow organizations to load large volumes of third-party data quickly and easily into their CMDB, ensuring data quality, timeliness, and consistency. Service Graph Connectors also make sure that third-party data is mapped to the right locations in the CMDB (as specified by the CSDM), which allows ServiceNow apps to use the data out of the box and increases reporting accuracy. ITOM Health - Event Management Event Management aggregates events from monitoring tools used by organizations in their infrastructure. It de ‐ duplicates and correlates inputs from such events to the CMDB and provides the ability to filter and prioritize events to create incidents for remediation. ITOM Health – Metric/Operational Intelligence Operational Intelligence provides the capability to aggregate raw data from disparate monitoring tools in an organizations infrastructure to proactively reduce service outages through machine learning and predictive analytics. Use Insights Explorer to find impending failures quickly and easily monitor self-health of IT. Health Log Analytics (AI Ops) Health Log Analytics predicts IT issues before they affect an organization’s users. The application helps solve problems faster by collecting, understanding, and correlating machine-generated log data in real time. It discovers any deviation from normal behavior as it happens and alerts of possible issues. ITOM Optimization - Cloud Provisioning and Governance Provides a single interface to access cloud resources, publish cloud offerings to a catalog, and manage the usage and life cycle of those resources. Cloud Provisioning and Governance is integrated with both private and public cloud providers, including Amazon Web Services, Microsoft Azure, and VMware offerings. Agent Client Collector (included with all ITOM packages) The Agent Client Collector (ACC) is an agent that is installed on infrastructure components. The ACC is built on a Sensu framework which enables you to adopt and extend monitoring checks from the community. It executes commands on the machines it is installed on and sends output data to N O W ™ | Works for you ™ Page | 8 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules the ServiceNow instance via the MID Server, storing events and metrics in the relevant database. https://docs.servicenow.com/bundle/rome-it-operations-management/page/product/it-operations- management/reference/r_ITOMApplications.html IT Asset Management Module Business Function Requiremen ts Software Asset Management Provides the capability to track and manage software assets, including normalization of discovered software, reconciliation of discovered software against license entitlements, and remediation actions to stay compliant. Facilitates identification of unused software for reclamation and allows organizations to automate harvesting of those licenses. Easily calculate software costs associated with proposed IT changes – before executing them. Includes Publisher Packs for Microsoft, Office 365, VMWare, Oracle, IBM, SAP, Adobe, and Citrix. Software Spend Detection ServiceNow Software Spend Detection tracks, analyzes, and optimizes software spending from imported financial data. Organizations can streamline business processes and reduce costs by consolidating software products with similar functionality. Client Software Distribution for SAM Allows administrators to automate the distribution of software from the Service Catalog and manage software revocation. Integration with Microsoft System Center Configuration Manager (SCCM) is provided, and the extension framework enables additional third-party integrations, providing a single pane of glass for software distribution and license revocations on Windows and Apple devices. Third-party integrated services many be required to be purchased separately. Cloud Insights Cloud Insights application enables an organization to analyze the full range of costs associated with their cloud assets so they can identify and take action on opportunities to optimize operations and save money. SAM Playbooks* Playbooks provide step-by-step guidance for completing tasks in daily software management activities. PA for SAM (includes Publisher Packs) Publisher packs are used to extend licensing tracking functionality between the Now Platform and third-party software applications. Includes Publisher Packs for Microsoft, Office 365, VMWare, Oracle, IBM, SAP, Adobe, and Citrix. Hardware Asset Management Hardware Asset Management (HAM)automates each stage of the asset lifecycle by tracking the financial, contractual, and inventory details of hardware and devices—including non-IT assets. Asset requests are handled using workflows to obtain approvals, issue chargebacks, and provision services. Once an asset is deployed, HAM records maintenance activity and enables IT to perform regular assessments. Normalization & Content Asset Management enables users to normalize the details, such as manufacturer, product, model, and device type, of your hardware, software and consumable models. Data from the models is compared against the data from both the Hardware and Software Model Normalization Content Service. N O W ™ | Works for you ™ Page | 9 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules *New in Rome https://docs.servicenow.com/bundle/rome-it-asset-management/page/product/software-asset- management2/concept/it-asset-management.html N O W ™ | Works for you ™ Page | 10 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules IT Business Management (ITBM) Module Business Function Requirements Project Portfolio Management Project Portfolio Management provides capabilities to plan, organize, and manage projects and portfolios including associated tasks and resources. Auto-configure schedule records based on action. Track Risks, Issues, Decisions, Actions, and Changes (RIDAC). Release Management Release Management facilitates the planning, design, build, configuration, testing, and release of hardware and software into the IT infrastructure. Demand Management Demand Management consolidates Service Requests through a service catalog and routes them through a workflow to stakeholders who gather additional information to prioritize investment decisions. Resource Management Provides a view of Projects (and Changes) and the availability, allocation and capacity of assigned resources. Employ intelligent resource allocation by seeing overall demand and availability. Innovation Management Enables organizations to gather and evaluate ideas efficiently, and to quickly identify and process the ideas with the greatest potential for implementation. Financial Planning Assists executives and budget owners in the automation of budget and forecast planning, helping to increase efficiency and simplify the planning process. Employ improved rate management and currency conversions. Alignment Planner Workspace Alignment Planner Workspace provides a planning experience for planning personas such as portfolio manager, agile release train manager, and others. Agile Development Provides capabilities to manage the software development process including story definition, backlog management, sprint planning, test planning, enhancement requests, defect prioritization, definition of release content, and tasks. SAFe Scaled Agile Framework (SAFe) application helps organizations apply lean and agile principles to your large enterprise enabling you to develop and deliver software products with fewer defects in the shortest viable lead time. Test Management Provides a user acceptance-testing framework to help project teams and N O W ™ | Works for you ™ Page | 11 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules business users align on project deliverables and provides visibility into the status of the testing when used in conjunction with Project Portfolio Management (PPM) and Agile Development. Tests can be created and executed within a Sprint to deliver better quality within the agile scrum process. Investment Funding Investment Management/Funding enables organizations to plan and manage investments by allocating funds to funding entities such as Business Units, Products, Teams, and the like. Prioritize your investments based on business needs and strategic objectives of your organization. Application Portfolio Management (Sold Separately) Provides capabilities for organizations to inventory and manage application portfolios in a single central location, capturing relevant information such as costs, risk, projects, lifecycle dates, ownership, and health assessments. This inventory facilitates the identification of business benefits of each application and helps organizations make informed decisions on reducing costs, improving agility, and facilitating business alignment with the IT application portfolio. https://docs.servicenow.com/bundle/rome-it-business-management/page/product/it-business- management/reference/r_ITBusinessManagement.html Security Operations Module Business Function Requiremen ts Security Incident Response Security Incident Response enables SOC/SIRT teams to enact response plans to address security-related activities, events, or incidents. Enables response team collaboration, investigation of network and non-network related activities (i.e. intellectual property theft, criminal activities, etc.) and includes the capability for automated request assignment and remediation across IT and security teams. Vulnerability Response Vulnerability Response integrates with the National Vulnerability Database (NVD) and third-party solutions to generate a set of actionable reports of vulnerable assets in the organization’s environment. Incident response tasks change requests or problem tickets can easily be opened from vulnerabilities to allow security teams to perform further investigation or to allow IT to perform remediation. Vulnerability Solution Management Provides the capability to correlate vulnerability scan findings with software updates, compensating controls, and other solutions to identify and prioritize remediation activities. Threat Intelligence Threat Intelligence provides the ability to support multiple threat intelligence feeds to enhance the context of a security incident by enabling analysts to see potential threats and related systems in an integrated view. Threat Intelligence also allows organizations to add their own custom feeds and to place confidence scores or weighting on each feed to accelerate the identification of legitimate security issues. Event Mgmt. for Security Operations Automatically parses the contents of events in Event Management to populate fields in security incidents. N O W ™ | Works for you ™ Page | 12 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules SIR Integration Bundles Built in integrations with third-party cyber security solutions and partner- developed integrations from the ServiceNow Store enable security automation and orchestration for efficient and accurate incident response. Application Vulnerability Response Provides the capability to prioritize and respond to application vulnerabilities resulting from security testing of applications in Customer’s environment. Configuration Compliance (Can Be Sold Separately) Integrates with third-party security configuration assessment (SCA) solutions to generate a set of test results for the Customer’s environment. Allows Customer to create response tasks, change requests or problem tickets to address configuration issues, enabling security teams to perform further investigation or allowing IT to remediate. Trusted Security Circles Trusted Security Circles provides organizations the option to share threat intelligence data with industry peers, suppliers, or a global circle of ServiceNow customers. Allows organizations to submit anonymous queries regarding security observables and automatically receive a count of sightings to determine whether suspicious activity may be part of a larger attack. https://docs.servicenow.com/bundle/rome-security-management/page/product/security- operations/concept/security-operations-intro.html Integrated Risk Management (IRM) Module Business Function Requirement s Policy and Compliance Management Provides a centralized process for creating and managing policies, standards, and internal control procedures that are cross mapped to external regulations and best practices. Additionally, provides structured Workflows for the identification, assessment, and continuous monitoring of control activities. Risk Management Risk Management enables customers to utilize and correlate risk-based audit results with real-time service performance, vulnerability, threat and compliance information. This assists in detecting changes to the risk posture, identifies the assets and services affected by new threats and vulnerabilities, and scopes and quantifies the business and financial impact of these risks. Audit Management Provides a centralized process for internal audit teams to automate the complete audit lifecycle by providing the capability to plan, scope, and execute integrated, risk-based audit plans. N O W ™ | Works for you ™ Page | 13 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules Regulatory Change Provides the capabilities to integrate with regulatory intelligence providers, integrate with regulatory workflows to assess the applicability and impact of regulatory events, map the regulatory events with internal Government, Risk, and Compliance objects, and execute changes. Use Case Accelerators (RMF, CAM) The NIST RMF and CSF Use Case Accelerators gives customers an operational head-start when adopting the NIST RMF and CSF. When the accelerators are downloaded and activated in the IRM/GRC applications, pre-configured policies, scopes (profile, profile type recommendations), indicators, risks, and other IRM/GRC elements appear. Advanced Risk Management Provides capabilities to manage, mitigate and report on operational risk. Provides a centralized process for risk managers to assess, roll-up, and report on risks at various levels of their organization and receive and process risk events that may impact an organization’s risk posture. Advanced Audit Management Provides the capability to automate the complete audit lifecycle, including risk-based scoping using auditable units, resource and cost planning, milestone tracking, observation creation, identification of reportable issues, and a detailed evidence collection workflow. Vendor Risk Management (Sold Separately) Provides automated assessment capabilities and remediation processes for managing vendor risk, including reporting of risk levels and issues. All vendor interaction and communication may be centralized via a vendor portal enabling Customer to manage vendor responses, provide assessment status, and track issues and tasks. Privacy Management (Sold Separately) * Provides capabilities to manage enterprise-wide privacy programs by enabling Customers to conduct privacy impact assessments, which determine what controls can be applied and automatically monitored to assist Customers with verifying their compliance with various privacy regulations and policies applicable to the Customer, as determined by the Customer. *New in Rome https://docs.servicenow.com/bundle/rome-governance-risk-compliance/page/product/grc- common/reference/r_WhatIsGRC.html Business Continuity Management Module Business Function Requiremen ts Business Impact Analysis Provides the capability to analyze business processes and critical dependencies. N O W ™ | Works for you ™ Page | 14 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules Business Continuity Management Business Continuity Management (BCM) gives organizations the capability to continue to deliver products and services at an acceptable level following a disruptive incident. BCM includes the following four major functional components to alleviate the disruption to your organization, continue operations, and deliver your business services during a disruption. These are Business Impact Analysis, Business Continuity Planning, Recovery Management and Crisis Management. Crisis Management Provides the capability to use and test standardized workflows for responding to natural disasters and crisis scenarios that may disrupt business operations. Includes a table-top exercise framework to evaluate the completeness and accuracy of continuity and recovery plans. https://docs.servicenow.com/bundle/rome-governance-risk-compliance/page/product/grc-business-continuity- management/concept/business-continuity-mangmt-overview.html HR Service Delivery (HRSD) Module Business Function Requiremen ts Case and Knowledge Management In support of HR Service Delivery, provides capabilities to document and manage interactions between employees and HR. Also allows for the fulfillment of advanced case requests across various HR centers of excellence, supported by an HR Knowledge Base. Employee Center Pro* Provides the capability to access a unified portal for multi-department service delivery, enabling organizations to scale their service solutions across IT, HR, Workplace, Legal, and Procurement. Employee Center Pro expands the portal experience beyond service delivery with employee communication and engagement tools including content publishing and campaigns, content experiences, and employee communities. Lifecycle Events Lifecycle events are a collection of activities that often span multiple departments to comprise an employee experience. Workers can create, modify and monitor cases. Dashboards are included to gain visibility into active lifecycle event and onboarding cases. Continual Improvement Provides capabilities to define improvement initiatives and measure success by creating phases and tasks to meet performance goals and track progress. N O W ™ | Works for you ™ Page | 15 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Enterprise Onboarding and Transitions Allows for the ease of configuration of multi-departmental workflows and experiences for enterprise life events, including Onboarding, Offboarding and Transfers. This engine supports the ease of defining and maintaining these complex processes that involve multiple teams and personalization based on the employee profile. Enterprise Onboarding & Transitions drive employee productivity and employee experience outcomes. Employee Document Management (Sold Separately) Serves as an in-platform electronic employee personnel file, which is a natural adjacency to HR Service Delivery. It provides for the employee experience around document creation, management, and maintenance with configurable retention, purge, and legal hold rules. It provides for support for organizational compliance initiatives and reduces the time spent for HR to search and retrieve documentation. This application requires another HR Service Delivery application, such as Case and Knowledge Management. *New in Rome https://docs.servicenow.com/bundle/rome-employee-service-management/page/product/human- resources/concept/hr-service-delivery.html Safe Workplace and Workplace Service Delivery Module Business Function Requiremen ts Employee Readiness Surveys Employee Readiness Surveys application lets you evaluate the readiness of your workforce to return to the workplace by asking users to complete a survey. Employee Health Screening Employee Health Screening application enables organizations to screen users before entering the workplace to ensure compliance with the organization's entry requirements, such as a temperature check and personal protective equipment (PPE). Based on their own criteria, organizations can determine whether it’s safe for the user to enter the workplace. Organizations can use a reporting dashboard to view trends by sites and record the return of users into their facilities. Workplace PPE Inventory Management Workplace Personal Protective Equipment Inventory Management application to manage PPE inventory to help safeguard the physical safety of your workforce. Monitor the availability of PPE at different locations, fulfill employee requests for PPE, and track PPE assigned to employees. Workplace Safety Management Workplace Safety Management application enables you to create safer, managed processes for employees in the workplace. You can establish distancing plans, shift assignments, and sanitation scheduling. Manage your workspace allocation in stages. N O W ™ | Works for you ™ Page | 16 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules Contact Tracing Provides the capability to identify employees that may have been exposed to an individual with a confirmed infectious disease by correlating information from work shifts, workspace locations, badge scans and employee daily contact logs. Includes the capability to manage the response process tasks related to these events. Employee Travel Safety Employee Travel Safety application to help support safe travel for employees by verifying the site safety and policy compliance of destinations, monitoring employee health status, and keeping a contact log during travel. Health and Safety Testing Health and Safety Testing application streamlines the user health testing process to identify affected users and help reduce the spread of infectious diseases in the workplace. It provides organizations, where they are legally required or permitted to use them, with two options: request that users get tested or allow users to request optional health testing upon being notified of potential exposure to an infectious disease, such as COVID-19. Users can submit health testing preferences such as test type and preferred testing date and location. Administrators can use the employee request forms to coordinate testing availability and scheduling. After health testing is complete, users can use Health and Safety Testing to provide a test result to satisfy the organization’s health and safety requirement, clearing the user for a safe return to the workplace. Vaccination Status Vaccination Status gives HR departments the ability to track the status of user vaccinations in the workplace. Organizations can collect vaccination data for workforce planning, as needed based on business requirements, and report on the readiness of the workplace. Users are empowered to submit documentation of completed vaccinations to meet their organization’s health and safety requirement for a safe return to the workplace, while administrators can track the status of user vaccination in the workplace. Status updates can be made manually by the user. Workplace Reservation Workplace Reservation Management application makes it easier for employees to reserve meeting rooms, conference rooms, desks, and any reservable workplace service from the Service Portal. Workplace Space Mapping Space Mapping enables organizations to take advantage of the already created building maps produced by applications like Mappedin. The Space Mapping integration with Mappedin allows you to import the data as buildings, floors, spaces, and rooms. Workplace Visitor Management Workplace Visitor Management optimizes front-desk operations and welcomes guests and off-site employees. The application can register visitors as well as pre-plan what they will require. Workplace Case Management Workplace Case Management fulfills employee workplace requests involving multiple, complex back-end processes, including analyzing the requests for type and routing them to human or automated responses, approvals, or other tasks. Workplace Space Management Workplace Space Management application enables organizations to do the following:  Make the best use of spaces on a floor.  Track realestate expenses using the space utilization tools.  Manage space assignments, onboardings, andspace usages to improveproductivity.  Measure the area of workplace locations and configure flexible and permanent space types within the workplace.  Implement proactive workplace cleaning schedules with templates, checklists, andplanned tasks. https://docs.servicenow.com/bundle/rome-employee-service-management/page/product/human- resources/concept/safe-workplace.html Legal Service Delivery N O W ™ | Works for you ™ Page | 17 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules Module Business Function Requiremen ts Legal Request Management * Provides the capability to classify, prioritize, and provide initial intake response to legal requests in a centralized workspace. Legal Matter Management * Provides the capability to manage tasks and activities associated with legal matters in different practice areas. *New in Rome https://docs.servicenow.com/bundle/rome-employee-service-management/page/product/legal-request- management/concept/legal-management-overview.html Now Platform - App Engine Module Business Function Requirement s App Engine (Custom Applications) T he Now Platform - App Engine provides a single mobile and web application development platform to build business applications and extend existing apps that power your digital transformation. Includes Universal Request Pro and Now Intelligence.  Build new apps fast -Turn business processes into digital workflows to deliver faster, smarter experiences. Build new apps with no-code development tools.  Extend your ServiceNow apps - Extend apps using a shared code set. You can build business apps from scratch or extend base system ServiceNow applications—all on one platform.  Turn anyone into a developer - From no-code to pro-code, enable anyone to innovate with a full stack of developer tools. Develop faster with application templates and reusable components.  Integrate everything - Quickly connect your systems and apps. The Now Platform provides a rich set of APIs and tools for integrating with virtually any service or third-party app. App Engine Studio (AES) App Engine Studio is a development tool for creators of varying skill levels to build applications that meet the immediate needs of an organization. ServiceNow Store The ServiceNow Store is where customers can download SN certified 3 rd party integrations, spokes, and applications. https://docs.servicenow.com/bundle/rome-application-development/page/build/custom- application/reference/r_CustomApplicationDevelopment.html N O W ™ | Works for you ™ Page | 18 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules IntegrationHub Module Business Function Requirement s IntegrationHub IntegrationHub is the foundation of the ServiceNow integration offerings. IntegrationHub is required to orchestrate activities from Flow Designer to interact with external systems (3rd party systems or other ServiceNow instances). IntegrationHub packaging includes the following functionality:  Pre-built spokes for base system integrations (available Spokes listed at www.servicenow.com/upgrade-schedules.html)  Ability to create custom integrations using various protocols (e.g. REST).  Automate administration of servers and applications in a network. Integration Hub Starter is included with most product suites. Standard, Professional and Enterprise are available with a subscription. Activity Designer Provides capabilities to construct reusable Workflow activities based on an organization's business needs. Orchestration Activity Packs A collection of related orchestration activities in a scoped application that allow ServiceNow to connect to, and automate work with, external systems from Workflow. Organizations have the ability to create their own Activity Packs with the Activity Designer. Password Reset Password Reset provides the capability to reset User’s passwords that are stored and pre-authenticated in a credential store separate from the Customer’s instance, such as Microsoft’s Active Directory. Client Software Distribution Allows administrators to automate the distribution of software from the Service Catalog and manage software revocation. Integration with Microsoft System Center Configuration Manager (SCCM) is provided and the extension framework enables additional third-party integrations, providing a single pane of glass for software distribution and license revocations on Windows and Apple devices. Third-party integrated services many be required to be purchased separately. https://docs.servicenow.com/bundle/rome-servicenow- platform/page/administer/integrationhub/concept/integrationhub.html N O W ™ | Works for you ™ Page | 19 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

ServiceNow Product Modules MetricBase Module Business Function Requiremen ts MetricBase Use the MetricBase product to collect, retain, analyze, and visualize time series data on the Now Platform. An example is collecting CPU usage values for a computer every hour. You can then use the time series data to evaluate system capacity issues. https://docs.servicenow.com/bundle/rome-servicenow- platform/page/administer/metricbase/concept/metricbase.html Add-on Subscriptions Module Business Function Requirement s Edge Encryption Provides capabilities to encrypt eligible data in transit and at rest. Customer retains sole control and management of encryption keys. Performance Analytics Provides secure, simple access to Key Performance Indicators (KPIs) and metrics that companies can use to proactively optimize business services, improve processes and align with organizational goals. Most Enterprise packages include Performance Analytics for that product suite. Core Platform Interfaces Module Business Function Requirement s Service Portal Service Portal Designer provides the capability to build portals with a consumer-like experience using both ServiceNow out-of-the-box widgets and templates as well as the customer’s own widgets and styles, while leveraging only HTML and CSS. Virtual Agent & NLU/NLP Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Customers can design and build automated conversations that help users quickly obtain information, make decisions, and perform common work tasks. Virtual Agent is typically only available in Professional and Enterprises suites. Workspaces A workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers with tools to help answer customer questions and resolve customer problems. ServiceNow provides many workspaces, each is targeted at a specific user. For example, workspaces are designed for tier 1 agents who solve internal or external customer issues. Mobile Mobile Studio allows anyone to build and deploy native mobile apps that provide mobile-first experiences – unleashing greater productivity and convenience for employees who want to work anytime, anywhere. Mobile Studio is integrated and part of our ServiceNow Studio offering. With Mobile Studio, customers can: • Easily configure with no-code packaged components and templates • Leverage fully integrated native device capabilities (e.g. maps, camera, etc.) • Run these apps anywhere connected or offline with read and write capabilities. Web Services (API) HTTP-based web services allow customers to interact with instances of the subscription service. Outbound (consumer) web services allow customers to access remote endpoints and perform web service requests from instances of the subscription service. Web services include REST and SOAP APIs. Notification Provides the capability to initiate notification from customer’s instance of the subscription service to a supported third ‐ party platform for SMS, voice and other communications protocols. Customer is required to separately purchase any third ‐ party service required to work with Notify. N O W ™ | Works for you ™ Page | 20 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules N O W ™ | Works for you ™ Page | 22 © 2021 ServiceNow Inc. All Rights Reserved - Confidential Module Business Function Requirements Advanced Work Assignment Advanced Work Assignment (AWA) feature to automatically assign work items to agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox. AI Search AI Search application provides a modern consumer-grade search engine for ServiceNow® Service Portal, ServiceNow® Now Mobile, and ServiceNow® Virtual Agent. Intelligent query features enable users to quickly find the answers they need. AI Search Starter is free with HRSD Pro. Assessments Assessments evaluate, score, and rank records from any application in the system. Use assessments to send custom questionnaires to selected users or write scripts that query the database directly. Automated Testing Framework The Automated Test Framework creates, saves and runs automated tests that verify subscription service functionalities that might otherwise be performed manually. Benchmarks Benchmarks gives instant visibility into key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of peers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance. Business Service Maps Graphically displays the configuration items related to a business service and indicate the status of those configuration items. Cloud Call Center Cloud call center gives the ability to integrate with a third-party phone system without having to navigate through multiple systems while attending a call. Help managers can analyze the calls and view call metrics at one place. Available to most products at the Professional version and above. Coaching Loops Provides the capability to monitor and provide feedback on a specific behavior of an individual or group. Common Service Data Model (CSDM) The CSDM data model is a CMDB framework that supports multiple configuration strategies. The data model includes guidelines for using base system tables and relationships. Many ServiceNow products depend on data within this data model. Configuration Management (CMDB) Provides capabilities to identify, record, audit, and report on IT configuration items and their relationships. Connect/Chat Provides the capability to connect people, processes and information into a unique and centralized collaboration workspace to cut down on resolution times. Features include real ‐ time chat, document delivery, active lists to see who is working and the ability to interact straight from the activity stream. Content Management System Content Management System (CMS) provides the capability to create custom interfaces. Delegated Development Enables administrators to deploy and manage developer resources per application, giving them the ability to provide non-administrator development rights and limit the access rights to specific resources used by an application. Dynamic Translations (Premium) Dynamic Translation uses translation service providers and enables the translation of dynamically generated text, such as user-entered text on various forms. Available to most products at the Professional version and above. E-Signature E-s ignature is a scoped application that enables users to sign managed documents or knowledge articles with their typed or drawn e-signature, credentials, or as an acknowledgment. Flow Designer Enables customers to automate processes for approvals, tasks, notifications and other data in their instance without writing code; and allows customers to create codeless, reusable actions. Sub-flows are supported as well as auto-remediation with Event Management and MetricBase-related time- series based actions. Form Designer Allows creation of forms and tables with visual controls. Google Maps Enables ServiceNow customers to graphically display data on a Google map page based on location data. Guided Setup Available for most modules, Guided Setup assists implementors in planning the roll-out of a product and performing the basic configuration. The home page for most guided setup modules contains an overview and descriptions of the categories and associated tasks. Knowledge Management Knowledge Management (KM) enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. KM administrators can create, categorize, review, and approve

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ServiceNow Product Modules https://docs.servicenow.com/bundle/rome-servicenow- platform/page/administer/general/reference/r_ServiceNowPlatform.html N O W ™ | Works for you ™ Page | 23 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Resources For more information, including detailed overviews of the ServiceNow products & solutions with video demonstrations, datasheets, value calculators, Gartner and Forrester reports, customer references, and more: http://www.servicenow.com Online technical documentation site for ServiceNow. We release two major releases a year named after world cities in alphabetical order. https://docs.servicenow.com/ ServiceNow Store - Certified 3 rd party applications and integrations built on the ServiceNow platform. https://store.servicenow.com/ ServiceNow Customer Conference (Knowledge) - Showcase all the ways our customers can unlock productivity through modern digital workflows, highlight the latest customer and platform innovations, and inspire the ServiceNow community to continue to create great experiences for businesses. https://knowledge.servicenow.com/ ServiceNow Gains FedRAMP JAB High/IL4 Certification from the U.S. Government: https://marketplace.fedramp.gov/#/products? sort=productName&productNameSearch=servicenow ServiceNow Developer Site - Register to take free training and create your own DEV instance. The development site is for people new to ServiceNow, system administrators, and developers. Start with the ServiceNow Basics and go from there. Create an instance first and click through live with the training. https://developer.servicenow.com/ Customer Success Center - Library of best practice documentation, guides, and other resources to assist with implementing ServiceNow and Applications. https://www.servicenow.com/success.html Demo Video Channels Demo Center - ServiceNow pre-recorded demonstrations. Typically, 20-40 minutes and a quick way to get spun up. Use the filter to narrow down to a specific topic: http://www.servicenow.com/lpdem/demonow.html Demo Center Live Events - Includes Knowledge on Demand: https://www.servicenow.com/events.html#servicenow%25event-specific/demo-live Getting Started with ServiceNow - Series of 5 short videos for a through overview and introduction to the ServiceNow Platform: https://www.youtube.com/watch?v=wqDVqE2sNOI&list=PLCOmiTb5WX3rR_Vf9VWvd7aS__3I1ZbvI Getting Started with ServiceNow UI - Series of 5 short videos for a through overview and introduction to the ServiceNow User Interface: https://www.youtube.com/watch?v=hDZuW-XfXCs&list=PLCOmiTb5WX3q5RzkCH_tH1fdPhyhe55TT ServiceNow ITSM Video Guides: https://www.youtube.com/playlist?list=PLCOmiTb5WX3o29YZoUSZGxRUjcP8fdOL- Now Support YouTube Channel: https://www.youtube.com/user/servicenowdemo N O W ™ | Works for you ™ Page | 24 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules ServiceNow YouTube Channel: https://www.youtube.com/user/servicenowinc Developer YouTube Channel: https://www.youtube.com/channel/UCdXorgCT87YlFRN9n8oJ7_A Now Community YouTube Channel: https://www.youtube.com/user/ServiceNowCommunity TechShorts - An excellent video series that walks through using ServiceNow Studio to create Scoped Applications. It’s a series of short videos that builds an app with a fictitious use case: https://www.youtube.com/playlist?list=PL3rNcyAiDYK1d7B8-4LSdSbY0B-h3gWeb Links to Product Suites IT Service Management (ITSM) - Incident, Problem, Change, Request, Knowledge, and Asset Management. https://www.servicenow.com/products/it-service-management.html IT Operations Management (ITOM) - Infrastructure Discovery, Service Mapping, Event Management, Cloud Management, & Orchestration. https://www.servicenow.com/products/it-operations-management.html IT Business Management (ITBM) - Project Portfolio and Application Portfolio Management, Dev/Ops, and Financial Modeling. https://www.servicenow.com/products/business-management.html Software Asset Management (SAM) – Take control of licenses by procuring, managing, and optimizing the software needed to align with the business. https://www.servicenow.com/products/software-asset-management.html Hardware Asset Management (HAM) – See and manage assets with prescriptive workflows and a native CMDB, from a single data platform. https://www.servicenow.com/products/hardware-asset-management.html Custom Applications – Deploy custom-built applications developed on the ServiceNow Platform. https://www.servicenow.com/products/now-platform-app-engine.html Security Operations (SecOps) - Security Incident and Vulnerability Response. https://www.servicenow.com/products/security-operations.html Integrated Risk Management (IRM, formerly GRC) - Policy, Risk, Audit, and Vendor Management. https://www.servicenow.com/products/governance-risk-and-compliance.html Human Resources (HR) - Employee Onboarding, Offboarding, and HR Service Delivery. https://www.servicenow.com/products/hr-service-delivery.html Customer Service Management - Customer, Account, and Case Management. https://www.servicenow.com/products/customer-service-management.html Training ServiceNow Training (Both On-Demand and Live Training) https://nowlearning.service-now.com/ N O W ™ | Works for you ™ Page | 25 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Communities Forum (includes Podcasts, Webinars, and Office Hours) https://community.servicenow.com/community?id=community_forum_list FREE Training https://developer.servicenow.com/dev.do#!/learn/courses/rome New to ServiceNow https://developer.servicenow.com/dev.do#!/learn/learning-plans/rome/new_to_servicenow ServiceNow Administrator https://developer.servicenow.com/dev.do#!/learn/learning-plans/rome/servicenow_administrator ServiceNow Developer https://developer.servicenow.com/dev.do#!/learn/learning- plans/rome/servicenow_application_developer PAID Training & Certification https://www.servicenow.com/services/training-and-certification.html Certification Paths (PDF File) https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc- type/infographic/learning-paths.pdf Datasheets IT Service Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-itsm.pdf Project Portfolio Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-project-portfolio-management.pdf Application Portfolio Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-application-portfolio-management.pdf IT Operations Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-itom-enterprise.pdf Integrated Risk Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-itgrc.pdf Security Operations https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-security-operations.pdf Hardware Asset Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-hardware-asset-management.pdf Software Asset Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-sam.pdf DevOps https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- N O W ™ | Works for you ™ Page | 26 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules center/data-sheet/ds-servicenow-devops.pdf Customer Service Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-customer-service-management.pdf Telecommunications Service Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-servicenow-telecommunications-service-management.pdf Financial Services Operations https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-financial-services-operations.pdf Field Service Management https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-field-service-management.pdf HR Service Delivery https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-servicenow-hr-service-delivery.pdf Safe Workplace and Service Delivery https://blogs.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other- document/ds-safe-workplace-apps.pdf IntegrationHub https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ds- integrationhub.pdf NOW Platform https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource- center/data-sheet/ds-servicenow-platform.pdf N O W ™ | Works for you ™ Page | 27 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Industry Specific Products Industries – Healthcare and Life Sciences Service Management (HCLS-SM) Module Business Function Requiremen ts Healthcare and Life Sciences Service Management Core Provides the capabilities for Customer Service Management and Healthcare and Life sciences data model for Customers in the Healthcare and Life sciences industry. Vaccine Administration Management (Store App) Vaccine Administration Management enables organizations, such as governments and healthcare providers, to create and manage vaccination programs. Vaccine recipients can visit a self-service portal to review and provide privacy consent, use the knowledge base or Virtual Agent to address common questions, and self-schedule their appointment after responding to an eligibility questionnaire. Providers can schedule appointments for groups of eligible recipients, notify citizens and patients, administer and record vaccinations, and manage vaccination tasks. https://docs.servicenow.com/bundle/rome-healthcare-life-sciences/page/product/healthcare-life- sciences/concept/healthcare-life-sciences.html N O W ™ | Works for you ™ Page | 28 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Finance Service Operations *For descriptions on the CSM modules, please go to the CSM section. Module Business Function Requirement s Finance Service Operations Core Financial Services Operations (FSO) enables financial services institutions (FSIs) to securely automate core operational processes through pre-built digital applications and workflows. FSO connects operations across all departments—front, middle, and back-office—for financial institutions with one platform. Financial Services Applications and Data Model Provides the capabilities for Customer Service Management and core front, middle, and back-office operations for Customers in the financial services industry. Also, included are the Financial Services Applications below: • Card Operations (description below) • Payment Operations (description below) • Personal Loan Operations • Business Loan Operations • Credit Assessment • Document Management • Complaints Management • Treasury Operations • Client Lifecycle • Business Lifecycle N O W ™ | Works for you ™ Page | 29 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Payment Operations Financial Services Payment Operations, streamline, automate, and future- proof the payment operations in the front, middle, and back office of your financial institution. Card Operations Financial Services Card Operations Financial Services Payment Operations, streamline, digitize, and automate the card operations from the front to back office in your financial institution, so that credit card applications can be quickly processed. https://docs.servicenow.com/bundle/rome-financial-services-operations/page/product/fso- common/concept/financial-services-ops-overview.html Industries - Telecommunications Service Management (TSM) Module Business Function Requiremen ts Telecommunications and Media Service Management Applications and Data Model Provides the capabilities for Customer Service Management and service assurance for Customers in the telecommunications industry. https://docs.servicenow.com/bundle/rome-telecommunications-management/page/product/tmt- telecom/concept/telecom-overview.html N O W ™ | Works for you ™ Page | 30 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Telecommunications Service Operations Management Module Business Function Requirement s Telecommunications Service Operations Management Applications and Data Model Provides the capabilities for network service assurance for Customers in the telecommunications industry. https://docs.servicenow.com/bundle/rome-telecommunications-management/page/product/tmt-telecom- service-operations-mgt/concept/telecom-service-operations-mgt-overview.html Industries – Operational Technology Foundation (OTF) Module Business Function Requirement s Operational Technology Manager* Provides the capability to locate physical and virtual devices connected to an Operational Technology network. When Discovery locates a device, it explores its configuration, status, software, and relationships to other connected devices, and updates the CMDB. OT Manager enables customers to use alternate sources of data to discover assets using Service Graph Connectors. https://docs.servicenow.com/bundle/rome-manufacturing/page/product/mftg- manufacturing/concept/manufacturing-overview.html N O W ™ | Works for you ™ Page | 31 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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ServiceNow Product Modules Industries – Operational Technology Visibility (OTV) Module Business Function Requirement s Operational Technology Manager* Provides the capability to locate physical and virtual devices connected to an Operational Technology network. When Discovery locates a device, it explores its configuration, status, software, and relationships to other connected devices, and updates the CMDB. OT Manager enables customers to use alternate sources of data to discover assets using Service Graph Connectors. Manufacturing Process Manager * Provides manufacturing customers a guided, low-code tool for developing applications specific to manufacturing processes based on ISA 95 model. It allows customers to store information and automate business processes. Provides an environment for app creation using app templated for pre-built or custom solutions. *New in Rome https://docs.servicenow.com/bundle/rome-manufacturing/page/product/mftg- manufacturing/concept/manufacturing-overview.html Order Management for Telecommunications and Media Module Business Function Requiremen ts Order Management for Telecommunications and Media The ServiceNow Order Management for Telecommunications application enables service providers to capture, manage, and fulfill orders from enterprise customers. https://docs.servicenow.com/bundle/rome-telecommunications-management/page/product/tmt-telecom-order- mgt/concept/order-mgt-telco-overview.html N O W ™ | Works for you ™ Page | 32 © 2021 ServiceNow Inc. All Rights Reserved - Confidential

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