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Exam Number : ServiceNow-CSA
Exam Name : ServiceNow Certified System Administrator 2023
Vendor Name : ServiceNow
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ServiceNow-CSA Exam Format | ServiceNow-CSA Course Contents | ServiceNow-CSA Course Outline | ServiceNow-CSA Exam Syllabus | ServiceNow-CSA Exam Objectives
Objectives
During this 3 day interactive training course you will perform system administration functions in your own instance; a safe sandbox. You will start by performing core configuration tasks, and work with UI Policies, Data Policies, UI Actions, Business Rules and Client Scripts, then use the Mobile Platform and activate Plugins. You will also add users, groups and roles, then manage data with Tables, the CMDB, Import Sets and Update Sets. You will work with two key Process Applications, the Knowledge Base and the Service Catalog then create Workflow activities and approvals. You will move on to configure Alerts and Notifications, view Upgrade History and Status, control System Access and Data Security, and create Baseline Performance Metrics. Finally, you will run Reports, configure SLAs, perform Instance Branding and Customization. Throughout the course, social IT elements will be integrated to demonstrate best practices and communicate with other students and training department personnel.
Module 1 Core Configuration
Objectives:
Configure Navigation, Search and UI options, manage Lists, Forms and Filters, Work with UI Policies, Data Policies, UI Actions, Business Rules and Client Scripts, Use the Mobile Platform and activate Plugins
1. Configuration Essentials Lab: Enable new UI then create Bookmarks; personalize Lists and Forms (with Challenge Component); Create and apply Filters
2. Core Configuration Lab: Create and modify UI Policies, UI Policy Actions, Data Policies and UI Actions; Create a Business Rule; Create a Client Script
3. Mobile Lab: Download IOS Simulator (Mac) or Android Simulator (Windows) then create a new Lost Prototype Incident
4. Plugins Lab: Activate the Syntax Editor Plugin, Personalize the System Plugins List View to display the "Has Demo Data" column and the LiveFeed Document Plugin
Module 2 User Administration
Objectives:
Configure User Accounts, Groups, and Roles
1. User Administration Lab: Add Users, Add new Group Automatically Associated with New User Record, Assign Roles to a Group, Add Users to new Groups, Create and test New Assignment Rule
Module 3 Manage Data with Tables and the CMDB
Objectives:
Add new Tables, Applications and Modules and add Configuration Items (Cis) to the CMDB
1. Tables Lab: Create and Extend Tables, Add Dictionary Override
2. CMDB Lab: Add and Map CIs, Analyze Problems Using BSM Map
Module 4 Manage Data with Import Sets and Update Sets
Objectives:
Create Import Sets and Transform Maps, and create and apply Update Sets
1. Import Sets Lab: Work with Import Sets and Transform Maps
2. Update Sets Lab: Create then Retrieve an Update Set
Module 5 Process Applications
Objectives:
Work with two key ServiceNow Process Applications, Knowledge Base and Service Catalog
1. Knowledge Base Lab: Create and Attach Knowledge Base Articles, View and Edit Knowledge Navigation Add-ons
2. Service Catalog Lab: Create Service Catalog Items, Add Variables to Catalog Items, Add a Variable Set to a Catalog Item, Create a Service Catalog Order Guide
Module 6 Workflows
Objectives:
Workflow Activities, Approvals and Administration
1. Workflows Lab: Create New Workflow and Approvals for an iPhone 4S
Module 7 Core Application Administration
Objectives:
Configure Alerts and Notifications, View Upgrade History and Status, Control System Access and Data Security, and create Baseline Performance Metrics
1. Notifications Lab: Observe a Business Rule and Registry associated with a P1 Change Event, Create a Notification based upon a Business Rule, Configure and send an email notification, Create an SMS a notification
2. Upgrades Lab: Confirm Release and Upgrade Status, Edit New Build Notifications
3. Application Security Lab: Provide Application and Module Access for a specified role, Create an Access Control Rule to allow record Read Access, Create an Access Control Rule to restrict column Read Access
4. Performance Baselines Lab: Establish Baseline Statistics
Module 8 Service Administration
Objectives:
Run Reports, Configure SLAs, Perform Instance Branding and Customization, and Work with Social IT
1. Reports Lab: Run Reports and work with Gauges and Homepages
2. SLAs Lab: Define an SLA for iPhone 4S Catalog Requests
3. Customization Lab: Customize Your Instance: Change banner color, Modify instance name, Add a branding logo
4. Social IT Lab: Chat with a partner; one taking ITIL role, the other taking the System Administrator role, Configure Live Feed to Automatically Post High Priority Incidents
Module 9 Case Study
The Case Study has been divided into 8 task categories to guide to your deployment:
Task 1 : Adding Users, Groups and Roles
Task 2 : Customizing Your Instance
Task 3 : Importing Users
Task 4 : Scheduling Reports
Task 5 : Adding Knowledge Base Articles
Task 6 : Personalizing Homepages
Task 7 : Configuring Security
Task 8 : Displaying External Webpages
Industry experience with database concepts and system management.
• System administrator role and/or access to ServiceNow administrative applications and modules.
• Some knowledge of IT Help Desk processes and the incident, problem, and change workflows is also helpful.
• Three (3) to six (6) months experience using and/or maintaining a ServiceNow instance.
• General familiarity with industry terminology, acronyms, and initialisms
User Interface & Navigation (20%)
- ServiceNow Overview
- Lists and Filters
- Forms and Templates
- Branding
Collaboration (20%)
- User Administration
- Task Management
- Notifications
- Reporting
Database Administration (30%)
- Data Schema
- CMDB
- Application/Access Control
- Import Sets
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Self-Service & Process Automation (20%)
- Knowledge Management
- Service Catalog
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ServiceNow’s stock gains on doubling of earnings, strong subscription sales forecastServiceNow Inc.’s stock was gaining 2% in extended trading Wednesday after the software company reported quarterly earnings more than doubled on strong subscription sales. “That’s the economics of the cloud,” ServiceNow Chief Executive Bill McDermott said in an interview Wednesday. “What’s incredible is they have a 99% renewal rate.” The software company NOW, +1.10% has gained even more momentum from a 25% jump in quarterly subscription sales, to $2.075 billion, and an aggressive push into AI. In May, ServiceNow announced a generative-AI partnership with Nvidia Corp. NVDA, +3.17% to develop customized large language models for data using Nvidia software, services and infrastructure. On Wednesday, ServiceNow, Nvidia and Accenture announced the launch of AI Lighthouse, a program to fast-track the development and adoption of enterprise gen-AI. Read more: ServiceNow, Nvidia team up on generative AI ServiceNow posted fiscal second-quarter net income of $1.04 billion, or $5.08 a share, compared with net income of $486 million, or $2.38 a share, in the year-ago quarter. Adjusted earnings were $5.12 a share. Revenue soared 23% to $2.15 billion, compared with $1.75 billion a year ago. ServiceNow also raised its annual subscription-sales forecast to between $8.58 billion and $8.6 billion. ServiceNow boasted 70 transactions worth more than $1 million in net new annual contract value in Q2, up 30% year-over-year. Analysts surveyed by FactSet had expected, on average, quarterly net earnings of $2.05 a share on revenue of $2.13 billion. They also forecast $8.5 billion in annual subscription sales for ServiceNow. Shares of ServiceNow have gained 49% so far this year, while the broader S&P 500 SPX, +1.10% has improved 19%. ServiceNow Reports Second Quarter 2023 Financial ResultsServiceNow exceeds guidance across all Q2 2023 topline growth and profitability metrics; raises 2023 subscription revenues and operating margin guidance Subscription revenues of $2,075 million in Q2 2023, representing 25% year-over-year growth, 25% adjusted for constant currency Total revenues of $2,150 million in Q2 2023, representing 23% year-over-year growth, 22.5% adjusted for constant currency Current remaining performance obligations of $7.20 billion as of Q2 2023, representing 25% year-over-year growth, 24% adjusted for constant currency 70 transactions over $1 million in net new ACV in Q2 2023, up 30% year-over-year ServiceNow ended Q2 with 45 customers with more than $20 million in ACV, representing 55% year-over-year increase SANTA CLARA, Calif., July 26, 2023--(BUSINESS WIRE)--ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, today announced financial results for its second quarter ended June 30, 2023, with subscription revenues of $2,075 million in Q2 2023, representing 25% year-over-year growth, 25% adjusted for constant currency. "ServiceNow results were supercharged by unprecedented demand for their organic innovation," said ServiceNow Chairman and CEO Bill McDermott. "We’re in a powerful new ‘AI world,’ where imagination is the only limit. ServiceNow is already seeing their own significant productivity increases with the generative AI solutions we’re releasing to the market, which will rapidly accelerate breakthrough innovation for their customers." As of June 30, 2023, current remaining performance obligations ("cRPO"), contract revenue that will be recognized as revenue in the next 12 months, was $7.20 billion, representing 25% year-over-year growth and 24% adjusted for constant currency. The company now has 1,724 total customers with more than $1 million in annual contract value ("ACV"), representing 18% year-over-year growth in customers. Story continues "Q2 was another strong quarter for ServiceNow as they exceeded the high end of their guidance range for all of their key performance metrics," said ServiceNow CFO Gina Mastantuono. "The better-together story is resonating with C-suites driving larger multi-product deals, as enterprises are looking to consolidate purchasing with strategic platforms like ServiceNow. Their intelligent platform for end-to-end digital transformation uniquely positions us to seize the opportunities in front of us as they continue to deliver durable topline growth and margin expansion on their journey to becoming the defining enterprise software company of the 21st century." Recent Business Highlights In Q2, ServiceNow delivered new solutions that will embed generative AI across the Now Platform. Generative AI Controller, Now Assist for Search, and Now Assist for Virtual Agent build on ServiceNow’s already extensive AI functionality and drive new levels of automation. Today, ServiceNow announced further generative AI capabilities with case summarization and text-to-code, its approach to commercialization with new premium SKU offerings, and the introduction of its AI Lighthouse program with NVIDIA and Accenture to assist customers across industries in the design, development, and implementation of new generative AI use cases. ServiceNow also announced today an expanded partnership with KPMG to reimagine finance, supply chain, and procurement operations with a joint investment to co-develop new offerings. This follows ServiceNow and Cognizant’s recent partnership to accelerate adoption of AI-driven automation across industries. During the quarter, ServiceNow hosted its annual Knowledge conference, which generated significant pipeline and featured announcements including a generative AI partnership with NVIDIA, the launches of Finance and Supply Chain Workflows and ServiceNow.org, and a commitment to deploy $1 billion in investment capital by 2026 to ServiceNow Ventures. In addition, as announced at Financial Analyst Day in May, the Board of Directors authorized a share repurchase program of up to $1.5 billion in shares of common stock to manage the impact of dilution from future employee equity grants and employee stock purchase programs. ServiceNow received significant recognition during the quarter, being named to the Fortune 500 list for the first time, and being recognized as a Visionary in the 2023 Gartner® Magic Quadrant for Application Performance Monitoring (APM) and Observability, and a Leader in The Forrester Wave™: Low-Code Development Platforms for Professional Developers, Q2 2023. In July, ServiceNow closed the acquisition of AI-powered platform G2K to transform retail and other industries, and opened two new Innovation Centers to serve as digital incubation hubs in India and Singapore. Second Quarter 2023 GAAP and Non-GAAP Results: The following table summarizes their financial results for the second quarter 2023: Second Quarter 2023 GAAP Results Second Quarter 2023 Non-GAAP Results(1) Amount ($ millions) Year/Year Growth (%) Amount ($ millions)(3) Year/Year Growth (%) Subscription revenues $2,075 25% $2,074 25% Professional services and other revenues $75 (20%) $75 (20%) Total revenues $2,150 23% $2,149 22.5% Amount ($ billions) Year/Year Growth (%) Amount($ billions)(3) Year/Year Growth (%) cRPO $7.20 25% $7.13 24% RPO $14.2 24% $14.0 22.5% Amount ($ millions) Margin (%) Amount ($ millions)(2) Margin (%)(2) Subscription gross profit $1,686 81% $1,755 85% Professional services and other gross profit (loss) ($7) (9%) $8 11% Total gross profit $1,679 78% $1,763 82% Income from operations $117 5% $544 25% Net cash provided by operating activities $580 27% Free cash flow $451 21% Amount ($ millions) Earnings per Basic/Diluted Share ($) Amount ($ millions)(2) Earnings per Basic/Diluted Share ($)(2) Net income(4) $1,044 $5.12 / 5.08 $486 $2.38 / 2.37 (1) We report non-GAAP financial measures in addition to, and not as a substitute for, or superior to, financial measures calculated in accordance with GAAP. See the section entitled "Statement Regarding Use of Non-GAAP Financial Measures" for an explanation of non-GAAP measures. (2) Refer to the table entitled "GAAP to Non-GAAP Reconciliation" for a reconciliation of GAAP to non-GAAP measures. (3) Non-GAAP subscription revenues, professional services and other revenues, total revenues, cRPO and RPO are adjusted only for constant currency. See the section entitled "Statement Regarding Use of Non-GAAP Financial Measures" for an explanation of non-GAAP measures. (4) Second quarter 2023 GAAP net income was impacted by the release of $910 million of their valuation allowance on their deferred tax assets as a discrete tax benefit and $55 million as part of the effective tax rate. Note: Numbers rounded for presentation purposes and may not foot. Financial Outlook Our guidance includes GAAP and non-GAAP financial measures. The non-GAAP growth rates for subscription revenues and cRPO are adjusted only for constant currency to provide better visibility into the underlying business trends. The following table summarizes their guidance for the third quarter 2023: Third Quarter 2023 GAAP Guidance Third Quarter 2023 Non-GAAP Guidance(1) Amount($ millions)(3) Year/Year Growth (%)(3) Constant Currency Year/Year Growth (%) Subscription revenues $2,185 - $2,195 25.5% - 26% 23% - 23.5% cRPO 25.5% 21.5% Margin (%)(2) Income from operations 27% Amount (millions) Weighted-average shares used to compute diluted net income per share 206 (1) We report non-GAAP financial measures in addition to, and not as a substitute for, or superior to, financial measures calculated in accordance with GAAP. See the section entitled "Statement Regarding Use of Non-GAAP Financial Measures" for an explanation of non-GAAP measures. (2) Refer to the table entitled "Reconciliation of Non-GAAP Financial Guidance" for a reconciliation of GAAP to non-GAAP measures. (3) Guidance for GAAP subscription revenues and GAAP subscription revenue and cRPO growth rate is based on the 30-day average of foreign exchange rates for June 2023 for entities reporting in currencies other than U.S. Dollars. The following table summarizes their guidance for the full-year 2023: Full-Year 2023 GAAP Guidance Full-Year 2023 Non-GAAP Guidance(1) Amount($ millions)(3) Year/Year Growth (%)(3) Constant Currency Year/Year Growth (%) Subscription revenues $8,580 - $8,600 24.5% - 25% 24% Margin (%)(2) Subscription gross profit 84% Income from operations 26.5% Free cash flow 30% Amount (millions) Weighted-average shares used to compute diluted net income per share 206 (1) We report non-GAAP financial measures in addition to, and not as a substitute for, or superior to, financial measures calculated in accordance with GAAP. See the section entitled "Statement Regarding Use of Non-GAAP Financial Measures" for an explanation of non-GAAP measures. (2) Refer to the table entitled "Reconciliation of Non-GAAP Financial Guidance" for a reconciliation of GAAP to non-GAAP measures. (3) GAAP subscription revenues and related growth rate for the future quarters included in their full-year 2023 guidance are based on the 30-day average of foreign exchange rates for June 2023 for entities reporting in currencies other than U.S. Dollars. Note: Numbers are rounded for presentation purposes and may not foot. Conference Call Details The conference call will begin at 2 p.m. Pacific Time (21:00 GMT) on July 26, 2023. Interested parties may listen to the call by dialing (888) 330‑2455 (Passcode: 8135305), or if outside North America, by dialing (240) 789-2717 (Passcode: 8135305). Individuals may access the live teleconference from this webcast. https://events.q4inc.com/attendee/590657753 An audio replay of the conference call and webcast will be available two hours after its completion and will be accessible for 30 days. To hear the replay, interested parties may go to the investor relations section of the ServiceNow website or dial (800) 770‑2030 (Passcode: 8135305), or if outside North America, by dialing (647) 362‑9199 (Passcode: 8135305). Investor Presentation Details An investor presentation providing additional information, including forward-looking guidance, and analysis can be found at https://investors.servicenow.com. Upcoming Investor Conferences ServiceNow today announced that it will attend and have executives present at three upcoming investor conferences. These include: ServiceNow President and Chief Operating Officer CJ Desai will participate in a keynote presentation at the KeyBanc Technology Leadership Forum on Tuesday, August 8, 2023, at 11:00am PT. ServiceNow Senior Vice President and General Manager, Technology Workflow Products, Pablo Stern will participate in a fireside chat at the Deutsche Bank 2023 Technology Conference on Thursday, August 31, 2023, at 9:30am PT. ServiceNow Chairman and Chief Executive Officer Bill McDermott will participate in a keynote presentation at the Goldman Sachs Communacopia and Technology Conference on Wednesday, September 6, 2023, at 1:05pm PT. The live webcasts will be accessible on the investor relations section of the ServiceNow website at https://investors.servicenow.com and archived on the ServiceNow site for a period of 30 days. Statement Regarding Use of Non-GAAP Financial Measures We use the following non-GAAP financial measures in addition to, and not as a substitute for, or superior to, financial measures calculated in accordance with GAAP. Revenues. They adjust revenues and related growth rates for constant currency to provide a framework for assessing how their business performed excluding the effect of foreign currency rate fluctuations. To present this information, current period results for entities reporting in currencies other than U.S. Dollars ("USD") are converted into USD at the average exchange rates in effect during the comparison period (for Q2 2022, the average exchange rates in effect for their major currencies were 1 USD to 0.94 Euros and 1 USD to 0.80 British Pound Sterling ("GBP")), rather than the actual average exchange rates in effect during the current period (for Q2 2023, the average exchange rates in effect for their major currencies were 1 USD to 0.92 Euros and 1 USD to 0.80 GBP). Guidance for related growth rates are derived by applying the average exchange rates in effect during the comparison period rather than the exchange rates for the guidance period. They believe the presentation of revenues and related growth rates adjusted for constant currency facilitates the comparison of revenues year-over-year. Remaining performance obligations and current remaining performance obligations. They adjust cRPO and remaining performance obligations ("RPO") and related growth rates for constant currency to provide a framework for assessing how their business performed. To present this information, current period results for entities reporting in currencies other than USD are converted into USD at the exchange rates in effect at the end of the comparison period (for Q2 2022, the end of the period exchange rates in effect for their major currencies were 1 USD to 0.96 Euros and 1 USD to 0.82 GBP), rather than the actual end of the period exchange rates in effect during the current period (for Q2 2023, the end of the period exchange rates in effect for their major currencies were 1 USD to 0.92 Euros and 1 USD to 0.79 GBP). Guidance for the related growth rate is derived by applying the end of period exchange rates in effect during the comparison period rather than the exchange rates in effect during the guidance period. They believe the presentation of cRPO and RPO and related growth rates adjusted for constant currency facilitates the comparison of cRPO and RPO year-over-year, respectively. Gross profit, Income from operations, Net income and Net income per share - diluted. Their non-GAAP presentation of gross profit, income from operations, and net income measures exclude certain non-cash or non-recurring items, including stock-based compensation expense, amortization of debt discount and issuance costs related to their convertible senior notes, loss on early note conversions, amortization of purchased intangibles, legal settlements, business combination and other related costs, the related income tax effect of these adjustments, and the income tax benefit from the release of a valuation allowance on deferred tax assets. The non-GAAP weighted-average shares used to compute their non-GAAP net income per share - diluted excludes the dilutive effect of the in-the-money portion of convertible senior notes as they are covered by their note hedges, and includes the dilutive effect of time-based stock awards, the dilutive effect of warrants and the potentially dilutive effect of their stock awards with performance conditions not yet satisfied at forecasted attainment levels to the extent they believe it is probable that the performance condition will be met. They believe these adjustments provide useful supplemental information to investors and facilitates the analysis of their operating results and comparison of operating results across reporting periods. Free cash flow. Free cash flow is defined as net cash provided by (used in) operating activities plus cash paid for legal settlements, repayments of convertible senior notes attributable to debt discount and business combination and other related costs including compensation expense, reduced by purchases of property and equipment. Free cash flow margin is calculated as free cash flow as a percentage of total revenues. They believe information regarding free cash flow and free cash flow margin provides useful information to investors because it is an indicator of the strength and performance of their business operations. Our presentation of non-GAAP financial measures may not be comparable to similar measures used by other companies. They encourage investors to carefully consider their results under GAAP, as well as their supplemental non-GAAP information and the reconciliation between these presentations, to more fully understand their business. Please see the tables included at the end of this release for the reconciliation of GAAP and non-GAAP results for gross profit, income from operations, net income, net income per share and free cash flow. Use of Forward-Looking Statements This release contains "forward-looking statements" regarding their performance, including but not limited to statements in the section entitled "Financial Outlook." Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, their results could differ materially from the results expressed or implied by the forward-looking statements they make. Factors that may cause actual results to differ materially from those in any forward-looking statements include, among others, experiencing an actual or perceived cyber-security event; their ability to comply with evolving privacy laws, data transfer restrictions, and other foreign and domestic standards related to data and the Internet; errors, interruptions, delays, or security breaches in or of their service or data centers; their ability to maintain and attract key employees and manage workplace culture; alleged violations of laws and regulations, including those relating to anti-bribery and anti-corruption and those relating to public sector contracting requirements; their ability to compete successfully against existing and new competitors; their ability to predict, prepare for and respond promptly to rapidly evolving technological, market and customer developments; their ability to grow their business, including converting remaining performance obligations into revenue, adding and retaining customers, selling additional subscriptions to existing customers, selling to larger enterprises, government and regulated organizations with complex sales cycles and certification processes, and entering new geographies and markets; their ability to develop and gain customer demand for and acceptance of existing, new and improved products and services; their ability to expand and maintain their partnerships and partner programs, including expected market opportunity from such relationships; global economic conditions; fluctuations in the value of foreign currencies relative to the U.S. Dollar; fluctuations in interest rates; their ability to consummate and realize the benefits of any strategic transactions or acquisitions; the impact of the Russian invasion of Ukraine and bank failures on macroeconomic conditions; inflation; and fluctuations and volatility in their stock price. Further information on these and other factors that could affect their financial results are included in their Form 10-K for the year ended December 31, 2022, their Form 10-Q that will be filed for the quarter ended June 30, 2023 and in other filings they make with the Securities and Exchange Commission from time to time. We undertake no obligation, and do not intend, to update these forward-looking statements, to review or confirm analysts’ expectations, or to provide interim reports or updates on the progress of the current financial quarter. About ServiceNow ServiceNow (NYSE: NOW) makes the world work better for everyone. Their cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And they can all create the future they imagine. The world works with ServiceNow™. For more information, visit: www.servicenow.com. © 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. ServiceNow, Inc. Condensed Consolidated Statements of Operations (in millions, except per share data) (unaudited) Three Months Ended Six Months Ended June 30, 2023 June 30, 2022 June 30, 2023 June 30, 2022 Revenues: Subscription $ 2,075 $ 1,658 $ 4,099 $ 3,289 Professional services and other 75 94 147 185 Total revenues 2,150 1,752 4,246 3,474 Cost of revenues (1): Subscription 389 287 743 562 Professional services and other 82 102 166 196 Total cost of revenues 471 389 909 758 Gross profit 1,679 1,363 3,337 2,716 Operating expenses (1): Sales and marketing 832 722 1,655 1,395 Research and development 521 444 1,013 858 General and administrative 209 175 408 354 Total operating expenses 1,562 1,341 3,076 2,607 Income from operations 117 22 261 109 Interest income 74 12 134 17 Other expense, net (17 ) (5 ) (33 ) (12 ) Income before income taxes 174 29 362 114 (Benefit from) provision for income taxes (870 ) 9 (832 ) 19 Net income $ 1,044 $ 20 $ 1,194 $ 95 Net income per share - basic $ 5.12 $ 0.10 $ 5.86 $ 0.47 Net income per share - diluted $ 5.08 $ 0.10 $ 5.83 $ 0.47 Weighted-average shares used to compute net income per share - basic 204 201 204 201 Weighted-average shares used to compute net income per share - diluted 205 203 205 203 (1) Includes stock-based compensation as follows: Three Months Ended Six Months Ended June 30, 2023 June 30, 2022 June 30, 2023 June 30, 2022 Cost of revenues: Subscription $ 50 $ 39 $ 96 $ 75 Professional services and other 15 18 29 34 Operating expenses: Sales and marketing 120 113 246 218 Research and development 145 126 280 241 General and administrative 67 56 127 109 ServiceNow, Inc. Condensed Consolidated Balance Sheets (in millions) June 30, 2023 December 31, 2022 (unaudited) Assets Current assets: Cash and cash equivalents $ 1,663 $ 1,470 Short-term investments 3,084 2,810 Accounts receivable, net 1,093 1,725 Current portion of deferred commissions 401 369 Prepaid expenses and other current assets 362 280 Total current assets 6,603 6,654 Deferred commissions, less current portion 777 742 Long-term investments 2,740 2,117 Property and equipment, net 1,148 1,053 Operating lease right-of-use assets 656 682 Intangible assets, net 191 232 Goodwill 821 824 Deferred tax assets 1,551 636 Other assets 436 359 Total assets $ 14,923 $ 13,299 Liabilities and Stockholders’ Equity Current liabilities: Accounts payable $ 171 $ 274 Accrued expenses and other current liabilities 893 975 Current portion of deferred revenue 4,613 4,660 Current portion of operating lease liabilities 90 96 Total current liabilities 5,767 6,005 Deferred revenue, less current portion 45 70 Operating lease liabilities, less current portion 635 650 Long-term debt, net 1,487 1,486 Other long-term liabilities 63 56 Stockholders’ equity 6,926 5,032 Total liabilities and stockholders’ equity $ 14,923 $ 13,299 ServiceNow, Inc. Condensed Consolidated Statements of Cash Flows (in millions) (unaudited) Three Months Ended Six Months Ended June 30, 2023 June 30, 2022 June 30, 2023 June 30, 2022 Cash flows from operating activities: Net income $ 1,044 $ 20 $ 1,194 $ 95 Adjustments to reconcile net income to net cash provided by operating activities: Depreciation and amortization 136 105 262 206 Amortization of deferred commissions 112 86 218 169 Stock-based compensation 397 352 778 677 Deferred income taxes (911 ) (1 ) (904 ) (3 ) Other (3 ) 4 (2 ) 19 Changes in operating assets and liabilities, net of effect of business combinations: Accounts receivable 16 (51 ) 635 511 Deferred commissions (121 ) (100 ) (280 ) (237 ) Prepaid expenses and other assets (72 ) (26 ) (136 ) (72 ) Accounts payable (44 ) 71 (90 ) 140 Deferred revenue (129 ) (65 ) (89 ) (44 ) Accrued expenses and other liabilities 155 38 (104 ) (165 ) Net cash provided by operating activities 580 433 1,482 1,296 Cash flows from investing activities: Purchases of property and equipment (132 ) (151 ) (297 ) (244 ) Business combinations, net of cash acquired — (57 ) — (57 ) Purchases of investments (1,599 ) (1,112 ) (2,821 ) (1,774 ) Purchases of non-marketable investments (16 ) (35 ) (46 ) (136 ) Sales and maturities of investments 1,073 554 1,953 1,131 Other — 1 13 — Net cash used in investing activities (674 ) (800 ) (1,198 ) (1,080 ) Cash flows from financing activities: Repayments of convertible senior notes attributable to principal — (88 ) — (94 ) Proceeds from employee stock plans — 1 117 106 Taxes paid related to net share settlement of equity awards (94 ) (91 ) (206 ) (241 ) Net cash used in financing activities (94 ) (178 ) (89 ) (229 ) Foreign currency effect on cash, cash equivalents and restricted cash (1 ) (44 ) — (49 ) Net change in cash, cash equivalents and restricted cash (189 ) (589 ) 195 (62 ) Cash, cash equivalents and restricted cash at beginning of period 1,859 2,259 1,475 1,732 Cash, cash equivalents and restricted cash at end of period $ 1,670 $ 1,670 $ 1,670 $ 1,670 ServiceNow, Inc. GAAP to Non-GAAP Reconciliation (in millions, except per share data) (unaudited) Three Months Ended Six Months Ended June 30, 2023 June 30, 2022 June 30, 2023 June 30, 2022 Gross profit: GAAP subscription gross profit $ 1,686 $ 1,371 $ 3,356 $ 2,727 Stock-based compensation 50 39 96 75 Amortization of purchased intangibles 19 18 37 36 Non-GAAP subscription gross profit $ 1,755 $ 1,427 $ 3,489 $ 2,837 GAAP professional services and other gross loss $ (7 ) $ (8 ) $ (19 ) $ (11 ) Stock-based compensation 15 18 29 34 Non-GAAP professional services and other gross profit $ 8 $ 10 $ 10 $ 23 GAAP gross profit $ 1,679 $ 1,363 $ 3,337 $ 2,716 Stock-based compensation 65 56 125 108 Amortization of purchased intangibles 19 18 37 36 Non-GAAP gross profit $ 1,763 $ 1,437 $ 3,499 $ 2,860 Gross margin: GAAP subscription gross margin 81 % 83 % 82 % 83 % Stock-based compensation as % of subscription revenues 2 % 2 % 2 % 2 % Amortization of purchased intangibles as % of subscription revenues 1 % 1 % 1 % 1 % Non-GAAP subscription gross margin 85 % 86 % 85 % 86 % GAAP professional services and other gross margin (9 %) (9 %) (13 %) (6 %) Stock-based compensation as % of professional services and other revenues 20 % 19 % 20 % 18 % Non-GAAP professional services and other gross margin 11 % 10 % 7 % 12 % GAAP gross margin 78 % 78 % 79 % 78 % Stock-based compensation as % of total revenues 3 % 3 % 3 % 3 % Amortization of purchased intangibles as % of total revenues 1 % 1 % 1 % 1 % Non-GAAP gross margin 82 % 82 % 82 % 82 % Income from operations: GAAP income from operations $ 117 $ 22 $ 261 $ 109 Stock-based compensation 397 352 778 677 Amortization of purchased intangibles 22 20 42 40 Business combination and other related costs 8 5 15 10 Non-GAAP income from operations $ 544 $ 399 $ 1,096 $ 836 Operating margin: GAAP operating margin 5 % 1 % 6 % 3 % Stock-based compensation as % of total revenues 18 % 20 % 18 % 20 % Amortization of purchased intangibles as % of total revenues 1 % 1 % 1 % 1 % Business combination and other related costs as % of total revenues — % — % — % — % Non-GAAP operating margin 25 % 23 % 26 % 24 % Net income: GAAP net income $ 1,044 $ 20 $ 1,194 $ 95 Stock-based compensation 397 352 778 677 Amortization of purchased intangibles 22 20 42 40 Business combination and other related costs 8 5 15 10 Income tax expense effects related to the above adjustments (75 ) (68 ) (150 ) (141 ) Discrete income tax benefit from the release of a valuation allowance on deferred tax assets (1) (910 ) — (910 ) — Non-GAAP net income $ 486 $ 329 $ 969 $ 681 Net income per share - basic and diluted: GAAP net income per share - basic $ 5.12 $ 0.10 $ 5.86 $ 0.47 GAAP net income per share - diluted $ 5.08 $ 0.10 $ 5.83 $ 0.47 Non-GAAP net income per share - basic $ 2.38 $ 1.63 $ 4.76 $ 3.39 Non-GAAP net income per share - diluted $ 2.37 $ 1.62 $ 4.73 $ 3.35 GAAP weighted-average shares used to compute net income per share - basic 204 201 204 201 GAAP and Non-GAAP weighted-average shares used to compute net income per share - diluted 205 203 205 203 Free cash flow: GAAP net cash provided by operating activities $ 580 $ 433 $ 1,482 $ 1,296 Purchases of property and equipment (132 ) (151 ) (297 ) (244 ) Business combination and other related costs 3 5 3 5 Non-GAAP free cash flow $ 451 $ 287 $ 1,188 $ 1,057 Free cash flow margin: GAAP net cash provided by operating activities as % of total revenues 27 % 25 % 35 % 37 % Purchases of property and equipment as % of total revenues (6 %) (9 %) (7 %) (7 %) Business combination and other related costs as % of total revenues — % — % — % — % Non-GAAP free cash flow margin 21 % 16 % 28 % 30 % (1) GAAP net income for the three and six months ended June 30, 2023 was impacted by a $910 million release of a valuation allowance on their deferred tax assets as a discrete tax benefit. Note: Numbers are rounded for presentation purposes and may not foot. ServiceNow, Inc. Reconciliation of Non-GAAP Financial Guidance Three Months Ending September 30, 2023 GAAP operating margin 8 % Stock-based compensation expense as % of total revenues 18 % Amortization of purchased intangibles as % of total revenues 1 % Business combination and other related costs as % of total revenues — % Non-GAAP operating margin 27 % Twelve Months Ending December 31, 2023 GAAP subscription gross margin 81 % Stock-based compensation expense as % of subscription revenues 2 % Amortization of purchased intangibles as % of subscription revenues 1 % Non-GAAP subscription margin 84 % GAAP operating margin 7 % Stock-based compensation expense as % of total revenues 18 % Amortization of purchased intangibles as % of total revenues 1 % Business combination and other related costs as % of total revenues — % Non-GAAP operating margin 26.5 % GAAP net cash provided by operating activities as % of total revenues 37 % Purchases of property and equipment as % of total revenues (7 )% Business combination and other related costs as % of total revenues — % Non-GAAP free cash flow margin 30 % Note: Numbers are rounded for presentation purposes and may not foot. View source version on businesswire.com: https://www.businesswire.com/news/home/20230726922430/en/ Contacts Media Contact:Johnna Hoff408.250.8644press@servicenow.com Investor Contact:Darren Yip925.388.7205ir@servicenow.com Innovating on Innovation: GuardRails Software on ServiceNowCALGARY, AB / ACCESSWIRE / August 14, 2023 / Dyna Software Inc., a tech company from Canada, has been leading highly needed innovation in the ServiceNow software vendor space with their flagship product GuardRails. CEO and Founder Ron Browning stated at the recent ServiceNow Knowledge conference, "…We have been on a journey for five years now seeking to help ServiceNow customers reduce their risk in managing the platform while also reducing their cost of supporting and growing it. This all leads to move innovative business use of ServiceNow…" ![]() Further explaining how GuardRails helps ServiceNow customers, Ron Browning added, "…it is no surprise to anyone that the cost to support and manage a well used ServiceNow platform only increases. Using their experiences operating and consulting on ServiceNow, they developed features focused on bringing artificial intelligence fueled automation to key, time consuming tasks handled by every ServiceNow support team." While ServiceNow has been charging ahead with tremendous innovation in the workflow software arena, it appears companies producing software products like GuardRails are starting to become highly valuable innovators to the ServiceNow customer and partner communities. Jeff Vosburgh, VP of Strategic Partnerships, explained, "GuardRails was intentionally designed to help both ServiceNow customers and ServiceNow partners, which are critical to the overall market growth of ServiceNow as a software product. They have placed great emphasis on collaborating with partners to strengthen their ability to reach and help more customers with their success." As ServiceNow continues its growth and bring more business focused software products and features to customers, support teams of these customers have a growing worry: The broader business use of the software requires more support capacity, development strength, and ultimately increases the risk to stability. Wider spread enterprise use of software has inherent risk and mitigating this risk is quickly becoming a major area of focus for ServiceNow customers trying to innovate and enhance their business automation needs with ServiceNow. "…We focus on the governance, management, and risk of development on the ServiceNow platform. For their customers, their confidence is increased when considering the broadened use of the platform in a business context. Their product enables intelligent visibility of risk in a manner that offers proactive action as well as education. This combination means their customers have the ability to proactively identify and address risk. It also means their customers are able to address the increased need of stronger ServiceNow development skill capabilities in their support resources," said Dyna Wang, the CTO of the company. About ServiceNow ServiceNow, Inc. is an American software company based in Santa Clara, California that provides it's customers a cloud computing platform to help manage digital workflows for enterprise operations. Over the past ten years, ServiceNow has positioned itself as a definitive leader in workflow automation with their emphasis on enterprise and industry focused software products for their platform. With many customers as early adopters, the growth of the platform has maintained a steep upwards trajectory. As a result of its popularity and effectiveness, an ecosystem of partners and independent software developers for the platform has developed and strengthened in parallel. Customers of ServiceNow today typically seek the assistance of this ecosystem community to help enable their use and stability of ServiceNow within their organizations. More information about ServiceNow can be found on their website: www.servicenow.com. About Dyna Software Inc. Dyna Software Inc is unique software engineering company in a space that seems to be growing with both need and value for ServiceNow customers. They have a focus on the enablement of ServiceNow customers to better manage, support and grow their use of ServiceNow. You can find their Development Operations Automation and Governance software, GuardRails on the ServiceNow Store (store.servicenow.com). Contact: Ron Browning Chief Executive Officer +15877168131 ron.browning@dynasoftwareinc.com SOURCE: Dyna Software Inc. View source version on accesswire.com: https://www.accesswire.com/773746/Innovating-on-Innovation-GuardRails-Software-on-ServiceNow |
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