BREAKTHROUGH.

ESM
Visibility to continually
improve performance
Agile operations to
realize business impact

Transform, optimize, and accelerate

your service delivery…
Align operations with the
business to understand E n t e r p r i s e S e r v i c e a n d O p e r a ti o n s M a n a g e m e n t
your customers d e l i v e r e d w i t h l e a d i n g e d g e c a p a b i l i ti e s
to engage your business & employees

©2022 Deloitte LLP and affiliated entities. 1

BREAKTHROUGH.ESM | INTRODUCTION

Designed by Enterprise service management best practices enhanced by Deloitte’s

industry-leading design, capabilities and features enable operational

Powered by improvements starting day 1

BREADTH SUSTAINABLE CONTINUOUS

BREAKTHROUGH VALUE
IMPACT
We deliver Enterprise Service,
Operations and Business Management
capabilities with industry leading
practices to unlock value for
shareholders, customers, talent and the
user community
Empowered by Deloitte’s leading
practices in ServiceNow, your
organization realizes value quickly and
sustainably
DEPTH
INTEGRATIO
N
We are unmatched in our end-to-
end, integrated Service
Management transformation
capability with deep global industry
and sector insight
Our prebuilt solution can be
deployed in as little as 4 weeks to
enable your transformation journey
PLATFORM
OWNERSHIP
We align the needs of your
organization to the right capabilities
and capacity to sustain value overtime
Licensing, implementation, support,
upgrades and enhancements are
included in the subscription cost
Subscriptions adapt to changes in your
organization to allow for flexibility –
scaling to new business needs and
evolving market conditions
IMPROVEMENT &
ENHANCEMENTS
Annual upgrades and monthly
enhancements provide you with
capabilities to continuously improve
your ServiceNow experience
Enhancements help you build and
mature your enterprise services
through digitization, automation,
and the latest features available
with each release of ServiceNow

Managed by 24/7/365 support, monthly enhancements and annual upgrades to

keep your organization operating and at pace with platform changes

©2022 Deloitte LLP and affiliated entities. 2

 BREAKTHROUGH.IT
OVERVIEW

©2021 Deloitte LLP and affiliated entities. [To edit, click View > Slide Master > Slide Master] Presentation title [To edit, click View > Slide Master > Slide Master] 3
B R E A K T H R O U G H . I T | AT- A - G L A N C E
BREAKTHROUGH.IT is Deloitte’s pre-configured ServiceNow solution for IT
VALUE-DRIVING CAPABILITIES
The following ServiceNow Managed Service
capabilities are provided:    Our streamlined implementation can be completed in as little as 4
Service Request
Service Desk (Chat & Agent Workspace)
Incident & Problem Management
Major Incident with Automated SMS
Notifications
Change Management
Configuration Management (CMDB)
Knowledge Management
Resource Management
Employee Service Center (Portal)
Advanced Analytics & Reporting
©2022 Deloitte LLP and affiliated entities.
COMPREHENSIVE SERVICES
weeks and includes: FLEXIBLE COST STRUCTURE
 Initial Capability/Process Setup and tailoring to meet client’s
operating model The ITSM managed service is sold based upon a
minimum of a 5-year contract based upon
 Initial setup of ITSM managed service and delivery of recorded
baseline number of ITSM Fulfillers and ITSM
training/office hours to client stakeholders
Approvers accessing the system; client can add
 Base CSDM/CMDB to support operating model and SLA Mgmt. additional users which will be invoiced monthly.
 All Employee Access to Service Portal
 Up to 3 integrations Five Year Commitment
 ITSM Fulfiller: $120 per user / per month*
 Either Deloitte’s Client Access Management system or
Client’s SSO,  ITSM Approver: $30 per user / per month*
 User data (LDAP),  Resource Management User: $70 per
 1 additional (e.g. SCCM, IVR, etc.) user / per month*
Our dedicated operational support drives continuous improvement
*Managed service fee pending finalization of
 ITSM Managed Service Support (24x7 for P1)
scope and services
 ServiceNow solution access and licensing (client does not incur
any software or support fees)
 50 hours/month of Minor Enhancements which can be
upgraded/sized to meet dynamic nature of client services.
4
 B R E A K T H R O U G H . I T | C A PA B I L I T I E S
BREAKTHROUGH.IT builds upon ServiceNow’s IT capabilities to provide a mature experience from Go Live

IT SERVICE IT OPERATIONS CONTINUOUS PLATFORM

MANAGEMENT
• All core IT Service Management processes
available: Incident, Problem, Change,
Request and Knowledge Management
• Employee Portal to engage your business
customer:
• Leverage self-help and report issues
• Catalog of common service requests
• Real-time status and updates
• Live chat with Service Desk
©2022 Deloitte LLP and affiliated entities.
MANAGEMENT
• Configuration Management Database
(CMDB) enabled by best-in-class
integrations to your discovery or data tools
• Discovery available for your key
infrastructure Configuration Items (e.g.,
network, servers, database, storage, etc.)
(optional)
• Event management integrated with your
monitoring tools to automate incident
creation and correlation to your CMDB
(optional)
IMPROVEMENT MANAGEMENT
• Continuous Improvement Module • Deloitte platform management services to
organizes your teams to focus on making IT improve and mature your experience:
more effective (optional) • Annual ServiceNow Platform
• 50 hours per month of Enhancement Upgrades
Development • Customer Success – Dedicated
• ServiceNow Performance Analytics and Functional Resource
Deloitte best practice reporting &
dashboards:
• ITSM Process Trending Metrics help
drive effective decision making
5
• Go-Live Dashboard – supporting
OCM/Hypercare with real time User
BREAKTHROUGH.IT | CORE IT SERVICE MANAGEMENT
Pre-configured and enhanced ServiceNow capabilities enable maturity from Day 1

Incident Management Problem Management

• Data-driven Major Incident process with automated
user communications for business-critical outages
• Real-time SMS notifications keep IT leadership and
technical teams informed on major incident
escalation & resolution
• Integration with Major Incident and Change
Management to expedite permanent resolution
actions

Change Management Request Management Knowledge Management

• Ability to integrate compliance requirements into
change workflow to support SOX Audits, GDPR, ITAR,
and other standards
• Planned outage communication for user-facing IT
published automatically to business users
• Dynamic workflows driven by data, easy to create
and update as your service delivery matures
• Industry standard catalog items pre-populated, such
as application access, enhancements, issue
reporting and hardware requests
• Persona-based Knowledge Articles (KAs) and
dynamic search enable efficient Self Resolution or
Service Desk Resolution
• Incident Resolver’s can search for KA’s and Open
Incidents for quick resolution and duplication

Reporting & Dashboards Employee Service Center

• Go Live and best practice reports and dashboards to
monitor KPIs and system adoption from Day 1 launch
• ITSM process trending reports to help continuously
improve adoption and maturity
©2022 Deloitte LLP and affiliated entities.
• Chat with a Service Desk agent live, for real-time
support to your business users
• See planned and unplanned availability for key
business systems
• Deflect tickets using self-service knowledge and
automated service catalog fulfillment
6
B R E A K T H R O U G H . I T | E N H A N C E D C A PA B I L I T I E S
Accelerated maturity with these Deloitte-designed capabilities from Day 1

I n s t a n t N o t i fi c a t i o n o f
Major Incidents with Twilio Event Management

• Realtime SMS Messages sent to Major Incident
Subscribers for Business-Critical Applications
using an Integration with Twilio
• Automate incident creation through
integration with standard IT monitoring tool,
Deloitte’s Realize.Health like Solarwinds, Dynatrace, LogicMonitor, etc.
Scan Dashboard
• Deploy fixes for routine incidents triggered by
events to reduce or eliminate outages

• Day 1 transparency into industry best practice

KPIs for IT Service Management

• Enable continuous improvement using

Vendor/MSP SLA ongoing monitoring of your organization’s
Management performance Change Management

• Know how well your MSP/vendors are • Integrate your compliance requirements to
performing their services with SLA support reporting for SOX audits, GDPR and
configurations and historical dashboards other key standards

• Identify MSP/vendor SLA breaches, automate • Automated change communication

contract governance, and provide breach notifications via customizable templates and
transparency in your routine SLA reporting integration with O365 mail distribution lists

©2022 Deloitte LLP and affiliated entities. 7

 BREAKTHROUGH.HR
OVERVIEW

©2021 Deloitte LLP and affiliated entities. [To edit, click View > Slide Master > Slide Master] Presentation title [To edit, click View > Slide Master > Slide Master] 8
B R E A K T H R O U G H . H R | AT- A - G L A N C E
BREAKTHROUGH.HR is Deloitte’s pre-configured ServiceNow solution for HR

VALUE-DRIVING CAPABILITIES

The following ServiceNow Managed Service COMPREHENSIVE SERVICES

capabilities are provided:    Our streamlined implementation can be completed in as little as 13
Service Request weeks and includes: FLEXIBLE COST STRUCTURE
 Initial Capability/Process Setup and tailoring to meet client’s The HRSD is an add-on service to
Case Management operating model Breakthrough.IT and requires a minimum 5-year
 Initial setup of HRSD managed service and delivery of recorded contract based upon baseline number of
Knowledge Management training/office hours to client stakeholders employees; client can add additional employees
which will be invoiced monthly.
Onboarding & Transitions  Updates to employee data to support operating model
 Updates to Employee Portal to include up to 25 HR Service Five Year Commitment
Time Keeping Requests
 HRSD & Time Sheet Employee: $30-35 per
 Integration with your talent management system (Taleo)
Employee Document Management employee / per month*
Our dedicated operational support drives continuous improvement
Chat & Agent Workspace *Managed service fee pending finalization of
 HRSD Managed Service Support (24x7 for P1) scope and services
HR Manager Hub  ServiceNow solution access and licensing (client does not incur
any software or support fees)
AI Search  50 hours/month of Minor Enhancements which can be
upgraded/sized to meet dynamic nature of client services
Single Employee Portal (IT and HR)
Advanced Analytics & Reporting

©2022 Deloitte LLP and affiliated entities. 9

B R E A K T H R O U G H . H R | C A PA B I L I T I E S
BREAKTHROUGH.HR builds upon ServiceNow’s HR capabilities to provide a mature experience from Go Live

DAY 1 HR SERVICES
• Request a correction to HR data
• Request an employee travel visa
• Request position-related support
• Request mass data change
• Report the death of an employee
• Request a report
• Submit your return to workplace
readiness
• Request a reimbursement
• Submit a general inquiry
HR SERVICE CONTINUOUS PLATFORM
• Submit a workplace concern
• Manage my employee documents MANAGEMENT IMPROVEMENT MANAGEMENT
• Request HR Technology support
• HR Case and Knowledge Management • Continuous Improvement Module • Deloitte platform management services to
• Request immigration support
• HR Request Management organizes your teams to focus on making improve and mature your experience:
• Request a talent management service
HR more effective • Annual ServiceNow Platform
• Request a leave of absence • Single Employee Portal for IT and HR,
• Request an employment verification • 50 hours per month of Enhancement Upgrades
updated to include up to 25 HR Services:
letter Development • Customer Success – Dedicated
• Leverage self-help and report issues
• Request a corporate credit card • ServiceNow Performance Analytics and Functional Resource
• Submit your banking/direct deposit • Catalog of common service requests Deloitte best practice reporting &
details • Real-time status and updates dashboards:
• Submit feedback • HR Trending Metrics help drive
• Live chat with Service Desk
• Accommodation request effective decision making
©2022 Deloitte LLP and affiliated entities. 10
• Go-Live Dashboard – supporting
OCM/Hypercare with real time
 BREAKTHROUGH.ESM
TIMELINE

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B R E A K T H R O U G H . E S M | I L L U S T R AT I V E T I M E L I N E
BREAKTHROUGH capabilities can be live in as little as 4-6 weeks
Subsequent releases for additional IT & HR capabilities

Week
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

Release 1 (6 Weeks)
Release 2 (6 Weeks)
• Service Desk
• Service Catalog v2

BREAKTHROUGH.IT
• Interaction, Chat, Knowledge
BREAKTHROUGH.IT

Management & Agent • Configuration Management &

Workspace
CMDB
• Incident, Major Incident &
• Reporting/Performance Analytics
Problem Management
• Continuous Improvement
• Change Management
• Resource Management
• Service Request & Service
Catalog Initial Release
• Service Portal (Employee
Service Center) Release 3 (13 Weeks)
• Employee Service Center v2 Release 4 (5 Weeks)
BREAKTHROUGH.HR

• Onboarding & Transitions

BREAKTHROUGH.HR
• HR Service Request
• HR Service Desk • Employee Document
Management
• Case & Knowledge Management, Chat, Agent Workspace v2)
• Time Keeping • HR Manager Hub
• Reporting/Performance
Analytics

©2022 Deloitte LLP and affiliated entities. 12

BREAKTHROUGH.ESM | OUTCOMES
Materially modernize your Enterprise Service Management capability using services
definitions, standard processes, and leading technology to realize your organizational vision

BREAKTHROUGH Outcomes

A thoughtful ServiceNow An empowered Services-based Automated self service for

implementation plan to activate approach with tools, trend analysis business customers that
mature capabilities in 4-6 weeks reports and real-time dashboard improves the employee
metrics to be efficient and experience
effective

Outsourced Clients can leverage Vendor Access to the most up-to-date

SLA Management capabilities to capabilities of ServiceNow with routine
support your contract governance and upgrades and enhancements
performance management

©2022 Deloitte LLP and affiliated entities. 13

Appendix

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