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1、GLOBAL IMPACTREPORT 2022SERVICENOW GLOBAL IMPACT REPORT 20222SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYAt ServiceNow,our dream is to be the defining enterprise software company of the 21st century.This includes creating an impact beyond our four walls to enable everyone to

2、 contribute to a more sustainable,equitable,and ethical world.It all starts with our corporate purpose:We make the world work better for everyone.As work takes on new meaning,theres never been a more important time to connect the people who make great things happen,the processes that help work flow,

3、and the systems that support it all.We want to help other companies achieve their own ESG goals.We are proud that our Now Platform and solutions enable this.This is how we keep the world working better for everyonein times of change,challenge,and opportunity.Inspired by our people,well continue to d

4、ream big,live our purpose,and make progress toward creating the future we imagine.WE MAKE THE WORLD WORK BETTER FOR EVERYONESERVICENOW GLOBAL IMPACT REPORT 20223SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYAbout this reportOur second annual Global Impact Report provides a com

5、prehensive,year-over-year update on our environmental,social,and governance(ESG)strategy,initiatives,and metrics,with highlights of our future plans.Although were early in our global impact journey,were extremely proud of the commitments,investments,and progress our people have made across the organ

6、ization and our ecosystem.How we drive global impact:As we operationalize our ESG strategy,were pleased to report our strategic framework is resonating with our stakeholders,addressing their expectations for increased transparency and governance around our ESG priority issues.Our platform for digita

7、l business is helping customers and partners achieve more of their own goals for impact and value.We also recognize the opportunity to align our ESG efforts to our purpose.In this report,well highlight the evolution of our strategy and sharper focus across our ESG priority issues.How we govern our e

8、fforts:We continue to prioritize oversight of our ESG strategy through our board of directors nominating and governance committee,the sponsorship of our chief financial officer,and the guidance of our ESG steering committee.The board of directors audit committee is responsible for overseeing the com

9、panys processes,procedures,and validation of our ESG disclosures.Our greenhouse gas(GHG)emissions,purchased and generated renewable energy,purchased carbon offsets,and net emissions were verified by Apex,a third party,in accordance with ISO 14064-3.How we report our progress:Our voluntary ESG report

10、ing is informed by the Global Reporting Initiative(GRI)and Sustainability Accounting Standards Board(SASB)Software and IT Services standards.For the first time,we also align to the Task Force on Climate-related Financial Disclosure(TCFD)and the UN Sustainable Development Goals(UN SDGs).We are closel

11、y following recent developments in ESG reporting and regulation,and will continue to do so and adapt accordingly.For information on our ESG materiality assessment,which informed our strategy development,and our alignment to reporting standards.See the Annex.Unless otherwise noted,the data reflected

12、in this report covers ServiceNows global operations for fiscal year 2021,representing Jan.1 through Dec.31,2021.This report contains figures that have been rounded or approximated.Certain reclassifications of data from previous public disclosures may be made to conform to current period presentation

13、.SERVICENOW GLOBAL IMPACT REPORT 20224SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYWhen we say our dream is to be the defining software company of the 21st century,what does it actually mean?Our dream isnt simply to put forth the best technology in the market.Whats paramount

14、to our dream is to exemplify responsible business leadership for decades to come.That means when we read reports like the UN Climate Report,we ask ourselves,“what do we,ServiceNow,need to do to address climate change?And how do we help our customers do the same?”In the face of social unrest,we ask o

15、urselves,“How can we aid in creating a more equitable world?What can we do to create more economic and educational opportunities for underserved communities?”When faced with a global pandemic that has forever changed our way of doing business,we ask ourselves,“what can we do to keep our employees,cu

16、stomers,and communities safe?”We have a once-in-a-lifetime opportunity and a responsibility to make a significant impact on these,and many more,once-in-a-lifetime challenges.We recognize ESGs ties to enterprise value creation and financial performance over the long term.Since publishing our inaugura

17、l Global Impact Report in 2021,our progress has accelerated,and our commitments have gained greater focus.Im proud to share that in the past year weve:Launched an integrated ESG Command Center solution to help our customers achieve their ESG goals Achieved 100%renewable electricity,carbon neutrality

18、,and approval for our science-based targets by the Science Based Targets initiative(SBTi)Developed a new employee value proposition(People Pact)aligning our people strategy to our business strategy,and made significant progress in representation across three categories:Black or African American,Hisp

19、anic or Latinx,and women in leadership Fully distributed our$100M Racial Equity Fund in 10 communities across the US Developed an EU-based solution for customers who would prefer to have their EU-hosted data handled within EU bordersBill McDermottCEO,ServiceNowLetter from our CEOThe worlds greatest

20、challenges are our biggest opportunitiesBut we wont stop there.We cant.Theres so much more work to do.Thats why,going forward,we are fully committed to:Continue to develop ESG solutions on the Now Platform to help address our customers risks and opportunities Build our roadmap to achieve net zero by

21、 2030 with a specific focus on our supply chain Deliver a new enterprise-wide strategic workforce plan that establishes a strong foundation for growth and scale Deliver a new global diversity,equity,and inclusion framework and amplify impact in and through our business Accelerate our impact in commu

22、nities and scale our NextGen Professionals digital skills programThis report showcases our ambitions and our progress made against those ambitions.As we advance our own global impact journey,were building systems to help customers turn their ESG strategy into action.I invite you to join us in dreami

23、ng even bigger to unlock unimaginable value for business,society,and the planet.With deep gratitude,SERVICENOW GLOBAL IMPACT REPORT 20225SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYContents13The world works with ServiceNowSERVICENOW SOLUTIONS9Driving long-term impact for peo

24、ple and our planetOUR ESG STRATEGY20Sustaining our planetENVIRONMENT30Creating equitable opportunitySOCIAL45Acting with integrityGOVERNANCE57AnnexDATASERVICENOW GLOBAL IMPACT REPORT 20226SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYUse of forward-looking statementsThis report

25、 contains“forward-looking statements”that are based on our managements beliefs and assumptions and on information currently available to management.Such forward-looking statements include information concerning our ESG strategy relating to future operations,potential growth opportunities,and plans a

26、nd objectives of management.Forward-looking statements include all statements that are not historical facts and can be identified by terms such as“anticipates,”“believes,”“could,”“seeks,”“estimates,”“targets,”“expects,”“intends,”“may,”“plans,”“potential,”“predicts,”“prospects,”“projects,”“should,”“w

27、ill,”“would,”or similar expressions and the negatives of those terms,although not all forward-looking statements contain these identifying words.Forward-looking statements involve known and unknown risks,uncertainties,assumptions,and other factors that may cause our actual results,performance,or ach

28、ievements to be materially different from any future results,performance,or achievements expressed or implied by the forward-looking statements.Factors that may cause actual results to differ materially from those in any forward-looking statements include,without limitation,changes in global economi

29、c conditions;unexpected delays,difficulties,and expenses in executing against our ESG goals set forth in this report;and changes in the regulatory landscape.Further information on factors that could cause or contribute to such differences include,but are not limited to,those discussed in the section

30、 titled“Risk Factors”in our most recent Annual Report on Form 10-K and our most recent Quarterly Report on Form 10-Q filed with the Securities and Exchange Commission(SEC)and in our other SEC filings.We cannot guarantee that well achieve the plans,intentions,or expectations disclosed in our forward-

31、looking statements,and you should not place undue reliance on our forward-looking statements.Forward-looking statements represent our managements beliefs and assumptions only as of the date of this report.We undertake no obligation,and do not intend to update the forward-looking statements.SERVICENO

32、W GLOBAL IMPACT REPORT 20227SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYRecognitionsAbout ServiceNowFORTUNE Future 50 20211FORTUNE Worlds Most Admired Companies 20221Newsweeks Americas Most Responsible Companies 2022Human Rights Campaign Foundations Corporate Equality IndexS

33、ilicon Valley Business Journals Top 50 Silicon Valley PhilanthropistsJust Capitals JUST100:Americas Most JUST Companies 2022Dow Jones Sustainability Index North America MemberGreat Place to WorkCertifiedTM 1 From FORTUNE.2022 FORTUNE Media IP Limited.All rights reserved.Used under license.FORTUNE an

34、d FORTUNE Media IP Limited are not affiliated with,and do not endorse the products or services of,ServiceNow.17,000 employees76 offices in 29 countries 30+data centers in 13 countries$5.573Bsubscription revenues80%of Fortune 500 use ServiceNow7,400+global enterprise customers98%renewal rateSERVICENO

35、W GLOBAL IMPACT REPORT 20228SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYThis purpose drives us to create the connections that help people do their best work.Our platform spans business functions,bringing people,processes,and systems together.This allows information and ideas

36、 to flow freely,making it possible for everyone to have a positive impact on the world.ServiceNow provides solutions that deliver on our purpose:We make the world work better for everyoneNow Platform:The platform for digital businessCustomer experienceBring the power of your whole company to serve y

37、our customers:Address their needs quickly,consistently,and proactively and offer new ways of doing business that make their lives easier.Employee experienceEstablish connected and unified employee experiences to drive employee engagement and productivity while delivering departmental efficiencies.Op

38、erating excellenceBuild common services and competencies to accelerate transformation and support business goals with increased efficiency,lower costs,reduced risk,and higher ESG impact.Technology excellenceAccelerate digital transformation by streamlining the resilient,cost-efficient,and secure del

39、ivery of differentiating technology across internal functions and customer-facing offerings.Build and automateEmpower your team with a strategic low-code platform to deliver workflow automation fast with a modern user experience,connect siloed systems,and create productive ways to get work done.SERV

40、ICENOW GLOBAL IMPACT REPORT 20229SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYDriving long-term impact for people and our planet All in for a better worldAs the world continues to navigate ever-changing environmental,social,and economic shifts,were pushing forward and evolvin

41、g our ESG strategy to make significant progress on our commitments to drive long-term impact for our stakeholders and the planet.We do this through digital experiences that make work flow to deliver more impactful outcomes.Connecting people,processes,and systems across the complex ESG landscape help

42、s align investments,empower decision-making,and streamline delivery,enabling organizations to better serve all stakeholders and create meaningful,sustainable change.Gina Mastantuono Chief Financial Officer,ServiceNowBuilding on an incredible year of progress,were aiming higher,grounded in an actiona

43、ble path forward.Given ESGs connection to long-term value creation,weve made it a strategic imperative at ServiceNow.Weve embedded it into our operations,solutions,and cultural mindset to benefit our employees,customers,partners,and communities.SERVICENOW GLOBAL IMPACT REPORT 202210SERVICENOW SOLUTI

44、ONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYour customers to embed and strengthen ESG in their own operations and better serve their stakeholders.How we help and what we learn from our customers informs our global impact program.What we learn from our global impact program informs what we bu

45、ild and enable for our customers,as well as our communities.Its a continuous cycle that helps us make the world,and everyone who works in it,better.Aligned with ServiceNows purposeWe make the world work better for everyoneour strategy centers on three main pillars:sustaining our planet,creating equi

46、table opportunity,and acting with integrity,all supported by our Now Platform and solutions.To help our stakeholders realize those commitments,we embed ESG into our business strategy,culture,and values across our global operations.We achieve even greater impact by delivering solutions on the Now Pla

47、tform that empower Sustaining our planetCreating equitable opportunityActing with integrityChampioning the transition to a net-zero worldMaking work more equitable,accessible,and rewarding for all peopleBuilding trust through ethical,transparent,and secure business practicesClimate and energyRespons

48、ible procurementWasteEnvironment Accelerate decarbonization Advance responsible procurement(ESG)Empower the workforce of the future Cultivate diversity,equity,and inclusion Strengthen employee engagement and community investment Lead with ethics,transparency,and disclosure Assure security and data p

49、rivacy Foster responsible and ethical use of data,and respect human rightsOur peopleDiversity,equity,and inclusionCommunity engagementSocialSecurity and data privacyGovernance and ethicsBusiness continuityGovernanceESG Priority IssuesKey InitiativesOur ESG strategyWe make the world work better for e

50、veryoneNow Platform and solutionsThe world works with ServiceNowSERVICENOW GLOBAL IMPACT REPORT 202211SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYEnvironmentSustaining our planetWeve achieved our 2021 goals of 100%renewable electricity and carbon neutrality.2 Weve accelerate

51、d our initial commitment to net zero by 20 years,with a goal of achieving net zero by 2030.Weve also set ambitious near-term science-based targets for Scope 1,2,and 3 emissions,which have been approved by the SBTi.SocialCreating equitable opportunityWere continuing our commitment to support our empl

52、oyees,partners,and communities.We empower employees through a strong company culture,an even stronger focus on an inclusive employee experience,and new opportunities to make a difference in their communities.We work to increase supplier diversity by generating more opportunities for small,minority-o

53、wned and women-owned businesses.And we support our communities through employee donations and volunteering,cash and in-kind donations,and programs such as our NextGen Professionals digital skills initiative and our US Racial Equity Fund.GovernanceActing with integrityWe continue to embed robust gove

54、rnance and ethical business practices in every area of our company to increase transparency and accountability while protecting the security and data privacy of our customers.2 Our carbon neutral boundary includes Scope 1+Scope 2(Market-based)+Scope 3(Category 6:business travel,and work from home fr

55、om Category 7:employee commuting).82%of employees responded favorably to“ServiceNows commitment to global impact/ESG is meaningful”Although weve moved quickly and made tremendous advances over the past year,theres more work to do on our global impact journey.We understand there will be challenges ah

56、ead,as well as opportunities.Were fully committed to continue to drive the innovation,collaboration,and inclusion needed to build stakeholder trust and create a more sustainable,equitable,and ethical world.SERVICENOW GLOBAL IMPACT REPORT 202212SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO

57、&ESG STRATEGYOur 2021 global impactScience-based targets(near-term)approved by SBTi19K+volunteer hours 3x increasein employee volunteerism Launched integrated ESG Command Center solution including ESG Management product99.995%average uptime82%favorable employee engagement(2021 Employee Voice Survey)

58、$100MRacial Equity Fund fully distributed across 10 US communities100%renewable electricity achieved,and carbon neutrality achieved in operations3,business travel4,and work from home5Significant progress in representation across Black or African American,Hispanic or Latinx,and women in leadership$10

59、M+community grants,corporate match,and rewards7Committed to net zero by 203063 We define operations in line with the GHG protocol.This includes all required operational GHG emissions from within our inventory boundary at our offices and data centers.4 Business travel includes all flights,accommodati

60、ons,ground transportation,and all travel related business.5 The work from home footprint is part of Category 7:employee commuting under the GHG protocol.6 Our commitment to net zero by 2030 includes Scope 1,2,and 3.7 A reward is a donation credit given to an employee through their account on our don

61、ation-management platform to support initiatives such as volunteering,employee recognition,and new hire rewards.Rewards can only be used to make donations to eligible nonprofits.SERVICENOW SOLUTIONSBringing people,processes,and systems together The world works with ServiceNowSERVICENOW SOLUTIONSINTR

62、O&ESG STRATEGYSERVICENOW GLOBAL IMPACT REPORT 202214ENVIRONMENTSOCIALGOVERNANCEDATATurning strategy into actionESG is a top priority for our customers and partners in every corner of the enterprisefrom the C-suite and board of directors to every employee,supplier,customer,and business partner around

63、 the world.Corporate leaders care about ESG because of this broad stakeholder impact:Employees increasingly choose to work for purpose-driven companies,boards and investors mandate progress,and getting ESG right has significant financial and competitive implications.Every C-suite stakeholder in ever

64、y industry is compelled to actfrom the CEO and CFO to the CHRO and CIO,as well as business segment leaders.CJ Desai Chief Operating Officer,ServiceNowBy harnessing the power of the Now Platform,ServiceNow ESG solutions empower organizations to mobilize ESG and build customer,investor,and employee tr

65、ust.Were committed to helping companies contribute to a better,more sustainable,and equitable world while delivering growth and value over the long term.SERVICENOW SOLUTIONSINTRO&ESG STRATEGYSERVICENOW GLOBAL IMPACT REPORT 202215ENVIRONMENTSOCIALGOVERNANCEDATAThats why were developing integrated sol

66、utions that cut across enterprise silos and ecosystemssolutions that address our customers biggest issues(and the issues their customers,employees,and investors care about).These solutions help mitigate risk,control costs,and even grow the top line.Were not reinventing the wheel.Were taking the powe

67、r of the Now Platform and the solutions our customers have come to trust and rely on,and were enhancing them to address environmental,social,and governance needs.As we progress on our own ESG journey,were building systems to help customers turn ESG strategy into action.Together,we create value for b

68、usiness,society,and the planet.Building connections that turn ESG strategy into actionThe power of ServiceNow solutions to address ESGStrategy,management,governance,and reportingSocialExternal data sourcesEnvironmentalServiceNow products for ESG use casesCreator Workflows for industry and customer-s

69、pecific needsServiceNow Store integrations,content,and partner-built appsGovernanceNow PlatformBy keeping data and ideas flowing across value chains and providing engaging and productive digital experiences,the Now Platform unites the people,processes,and systems that make work happen in the right w

70、ay for the benefit of everyone.SERVICENOW SOLUTIONSINTRO&ESG STRATEGYSERVICENOW GLOBAL IMPACT REPORT 202216ENVIRONMENTSOCIALGOVERNANCEDATAOur integrated ESG solution,ESG Command Center,launched in October 2021.It brings together an all-new ESG Management product and our Integrated Risk Management an

71、d Strategic Portfolio Management solutionsalong with our partner ecosystem.This solution,together with our existing and custom-built workflows and apps,gives organizations the range of tools they need to turn their ESG strategies into action.Learn more about our ESG solutions.Laying the foundation f

72、or ESG activationServiceNow ESG ManagementHelps companies document material topics,create goals and metrics,track performance,collect and validate audit-ready data,and create metric disclosures that align with major ESG reporting frameworks.ServiceNow Strategic Portfolio ManagementHelps organization

73、s build and maintain their ESG roadmap through strategy,planning,and budgeting tools.Companies can track costs and resources,gain visibility into their ESG investments,and improve the scale and impact of their ESG efforts.ServiceNow Integrated Risk ManagementIncorporates ESG considerations and data

74、into enterprise-wide risk and compliance management by offering core governance capabilities,advanced risk assessments,continuous monitoring,artificial intelligence(AI),audits,privacy,automation,and analytics for better decision-making and business performance.Our ESG Command Center solution helps o

75、rganizations at every level of maturity integrate their ESG initiativesfrom setting goals and collecting data to auditing activities and tracking and disclosing performance.This solution allows customers to plan,manage,govern,and report on ESG initiatives in every part of the organization.A closer l

76、ook at ESG Command CenterSERVICENOW SOLUTIONSINTRO&ESG STRATEGYSERVICENOW GLOBAL IMPACT REPORT 202217ENVIRONMENTSOCIALGOVERNANCEDATANew South Wales Health:Keeping people safe with a swift vaccine rollout New South Wales,AustraliaIn October,ServiceNow announced that nearly 1.7 million appointment boo

77、kings have been made and more than 1.2 million doses of COVID-19 vaccines delivered by New South Wales Health through the ServiceNow Vaccination Administration Management(VAM)solution,supporting the rapid scale-up of the states vaccine rollout.The ServiceNow VAM solution was selected by NSW Health i

78、n May 2021 to ensure scalability and ease of use.Its designed to manage the entire vaccination process,including booking an appointment,tracking vaccination doses,recording clinical information,managing clinic workflows,and interfacing with the Australian Immunization Register.Read more.Our work in

79、developing the VAM solution has further advanced the innovation of the ServiceNow digital health platform.It allows healthcare providers,payers,and life science companies to bring together data,systems,and workflows to increase the value for each patient and reduce the complexity of care delivery ac

80、ross the healthcare ecosystem.Our digital health platform helps organizations support changing business and care models that increase patient engagement,reduce the burden on care teams,and increase transparency needed for a better care experience.Evidence of customer interest in how the Now Platform

81、 can address ESG can be found in the sheer volume of customer conversations.In less than four months,the number of customer conversations where ESG is addressed has increased tenfold.These conversations have spanned industries and many started with the C-suite,confirming that ESG is a top business p

82、riority.We also found that C-suite executives are looking for digital platforms that can help them gain control and visibility over all ESG activities across the enterprise,and activate their ESG agenda faster and at scalewhile managing cost and risk.Many customers are using the power of our Now Pla

83、tform and solutions to solve a broad range of ESG issues,from governance and compliance to risk management to vaccine management and much more.Here are a few examples.How ServiceNow helps the world workThe ServiceNow VAM has simplified and automated workflows between administrators,clinicians,and pa

84、tients,so that NSW Health centers can vaccinate more people,faster and safer.DR.ZORAN BOLEVICH CHIEF EXECUTIVE OF EHEALTH NSW AND CIO FOR NSW HEALTHSERVICENOW SOLUTIONSINTRO&ESG STRATEGYSERVICENOW GLOBAL IMPACT REPORT 202218ENVIRONMENTSOCIALGOVERNANCEDATADNB:Reducing risk across a network of partner

85、shipsOslo,NorwayDNB is Norways largest financial services group.In financial services,reputation is everything,and DNB understands that its partnerships with an extensive network of vendors are a critical fundament of that reputation.DNBs challenge was to control partner-related risk without incurri

86、ng astronomical costs.The company needed a streamlined process built around a flexible tool that supported easy integration and automation.The tool DNB chose was ServiceNow Vendor Risk Management.A holistic approach to third-party risk management made much better sense than monitoring specific risk

87、triggers.Among the areas it wanted that holistic approach to cover were:Corporate social responsibility:A third-party partner with lax ethics(tolerating,for instance,child labor)can pose a threat to a companys market reputation and customer loyalty.Supply chain integrity:Any breach along the supply

88、chain can have dire security consequences for an entire partner network.Read more.Avanade(a subsidiary of Accenture):Connecting processes to demonstrate compliance Seattle,WAAs a leading global professional services company,Avanade needs to show compliance to its clients,regulators,and its parent co

89、mpany.Its especially important to meet strict regulatory requirements,including ISO,GDPR,HIPAA,CCPA,and SSAE 18.Because of this,Avanade has an overriding focus on effective governance,risk,and compliance(GRC).Read more.To explore more about how ServiceNow helps customers and communities address ESG

90、challenges see our ESG Use Case Guide and our ESG solutions.We had an on-premises system,but we were concerned about its scalability.And,despite having a tool,our compliance team still had to use spreadsheets to track regulatory updates from our legal team.Our team is small,so we were overloadedpart

91、icularly with the high number of regulatory changes.The transition to ServiceNow for GRC was completed with the help of Accenture in just six months.Before,governance,risk,and compliance were disconnected processes.With ServiceNow,they all work together.For example,by looking at compliance,we can im

92、mediately see our risks.ANN AUERBACH GLOBAL CERTIFICATION AND COMPLIANCE MANAGER,AVANADESERVICENOW SOLUTIONSINTRO&ESG STRATEGYSERVICENOW GLOBAL IMPACT REPORT 202219ENVIRONMENTSOCIALGOVERNANCEDATAWere taking bold action to deliver ESG value across the enterprise.But we know we cant do it alone.Thats

93、why,in 2021,we teamed up with KPMG as our launch partner to activate ESG in organizations around the world.Over the past year,we strengthened our KPMG partnership to help our customers better manage risk and compliance,increase security,build resilience,and deliver ESG value faster.The combination o

94、f KPMG industry expertise and the Now Platformincluding our ESG Command Center,ServiceNow Security Operations,and ServiceNow Vendor Risk Management solutionsoffers organizations a powerful set of tools to build and maintain trust with the people they do business with.Partnering for broader and deepe

95、r impactWe continue to forge partnerships like this to address industries,regions,regulations,and emerging ESG challenges and opportunities.Weve also expanded our partnership and developer programs to enlist more technology and content innovators in this mission.In addition to those with apps alread

96、y on the ServiceNow Store,we have new partnerships with key ESG data providers,including Interos,EcoVadis,and Watershedand currently have more than 10 partners enrolled in our Early Adopter Program.Meeting our customers unique ESG needsIn addition to the solutions we provide,customers and partners c

97、reate custom apps and apply their own deep expertise to address the ESG use cases specific to their organization,industry,and region.As an example,a major German chemical and consumer goods company built out a shared Service Portal with App Engine,eliminating multiple workflow systems.Many custom ap

98、ps are deployed to the portal,including Scrap Management for waste material management in the companys beauty,laundry,home care,and adhesive business units.Championing the transition to a net-zero worldENVIRONMENTSustaining our planetSERVICENOW GLOBAL IMPACT REPORT 202221ENVIRONMENTINTRO&ESG STRATEG

99、YSERVICENOW SOLUTIONSSOCIALGOVERNANCEDATAWhen we protect our planet,the world worksWe are committed to our goal of net zero by 2030.Reaching this goal will require building strong partnerships across our entire value chain.Climate change has left no region on Earth untouched.Were seeing the results

100、now in floods and droughts,heat waves and wildfires,rising seas,and species extinctions.According to the Intergovernmental Panel on Climate Change(IPCC)2021 Climate Report,our planet will probably reach or exceed a temperature 1.5 C(2.7 F)over pre-industrial levels,the limit of global warming target

101、ed under the Paris Agreement on climate change.Only with dramatic cuts in GHG emissions can we keep increases in global temperature to below 1.5 C.COP26,the 2021 United Nations Climate Change Conference,reinforced the urgency for all of us to act quickly to create the greatest impact.ServiceNow was

102、already making inroads.We laid the foundation with our ambitious environmental goals in 2020 and then built on that by assessing our full carbon footprint in 2021.Establishing our baseline let us commit to science-based targets and accelerate our goals for 2021 and beyond.We also moved our net-zero

103、emissions goal forward from 2050 to 2030.And weve made solid progress.At the end of 2021,we balanced 100%of our electricity demand with renewable electricity across all offices and data center operations and reached carbon neutrality across those operations,business travel,and work from home.Measuri

104、ng our carbon footprint let us understand the full impact of our business,not only in our operations but across our value chain.This effort helped lay the groundwork for engaging with suppliers to reduce our carbon footprint.Collaboration and innovation are the keys to reaching our goals.To achieve

105、more sustainable data centers,were improving our energy efficiency programs by collecting monthly and real-time data on power usage and then implementing energy-saving infrastructure.Some targets we set for 2021advancing the circular economy and surveying waste and water usageare no longer our top p

106、riorities.We can achieve a greater impact by helping our customers use the Now Platform and our solutions to manage assets and decarbonize their operations and infrastructure.Our new environmental policy outlines our key commitments for a sustainable future.Learn more about the policy.Rebecca Marsha

107、ll VP,Global Sourcing,Workplace Services,and Sustainability,ServiceNowProgress to 100%renewable electricity20192020202110503070902060408010028%38%100%SERVICENOW GLOBAL IMPACT REPORT 202222ENVIRONMENTINTRO&ESG STRATEGYSERVICENOW SOLUTIONSSOCIALGOVERNANCEDATAIn our Global Impact Report 2021,we announc

108、ed three ambitious goals:Climate and energyReducing our carbon footprint100%renewable electricityCarbon neutrality100%renewable electricity We achieved the milestone of 100%renewable electricity for 2021 through a combination of options:5%is sourced through green utility tariffs,and 43%of our co-loc

109、ation partners across our 30+data center facilities,deployed globally,now provide high-quality renewable electricity.We balance the remaining 52%of our demand with the purchase of renewable energy certificates(RECs).An example of our green utility tariffs is for our Santa Clara,California,headquarte

110、rs.Here,we purchase renewable electricity through the Santa Clara Green Power program that matches 100%of our electricity usage with RECs.At least 80%of this solar generation comes from California.SERVICENOW GLOBAL IMPACT REPORT 202223ENVIRONMENTINTRO&ESG STRATEGYSERVICENOW SOLUTIONSSOCIALGOVERNANCE

111、DATAProject:Kupika CookstovesLocation:KENYA:Shimba Hills,Maungu,Kasigau,Kwale Village,and Golini VillageThis project distributes improved cookstoves to households in the Shimba Hills and Meru districts,saving at least 50%of wood required for each household.Project:Brickstar Woodstoves Location:SOUTH

112、 AFRICA:MahlabaThe project aims to improve community health by replacing traditional cooking methods while helping to reduce deforestation.Carbon neutrality In 2021,we expanded our carbon neutrality claim from operations and business travel to include our work-from-home footprint.As our carbon footp

113、rint shifted away from business travel due to the COVID-19 pandemic and moved into our homes,this was a natural evolution.Project:Lake Victoria CookstovesLocation:UGANDA:Buikve,Mukono,and KayungaThis project distributes efficient cookstoves to households,providing co-benefits of cleaner air for wome

114、n and children while reducing carbon.Project:Serradura BiomassLocation:BRAZIL:So Miguel do GuamThe Serradura project has developed a new biomass brick design,which replaces virgin wood with acai residue and sawdust.As a result,1,773 hectares of forest are saved from destruction every year.High-quali

115、ty carbon offset projectsProtecting habitat in the Congo BasinThe Congo Basin is the second largest tropical rainforest on Earth and the largest carbon sink.The forest is essential to mitigate impacts of climate change,maintain biodiversity,and sustain life.ServiceNow supports the Mai Ndombe REDD+Pr

116、oject that protects 740,000 acres of critical bonobo and forest elephant habitat within the Congo Basin.We achieved carbon neutrality through efficiency measures,100%renewable electricity,and financing of carbon offset projects.Our portfolio approach to high-quality carbon offsets includes five proj

117、ects ranging from reforestation to community cookstoves in locations around the world.High-quality carbon offsets are from projects that adhere to the highest standard of third-party verification.Our corporate carbon footprint organized by business activitySERVICENOW GLOBAL IMPACT REPORT 202224SERVI

118、CENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYOur SBTi commitmentIn December 2021,the Science Based Target initiative(SBTi),which drives climate action in the private sector,approved our near-term emissions targets:Reduce Scope 1 and 2 GHG emissions 70%by 2026 from a 2019 baseline

119、year,in line with the 1.5C trajectory recommended by the Intergovernmental Panel for Climate Change.We organize GHG protocol categories into business activities to illustrate where the greatest impact is from our carbon footprint.We allocate carbon based on business activities where appropriate.For

120、example,all scope 1,2,and 3 emissions associated with offices are allocated to the offices category footprint.Other general carbon(IT,software,consulting,etc.)falls into the goods and services category if it is not associated with other business activities.38%Goods and services10%Offices14%Marketing

121、29%Data centers7%Employees2%TravelENVIRONMENT Reduce Scope 3 GHG emissions from business travel and work from home 40%per unit of value addedin other words,total revenue less cost of revenueswithin the same time frame.Ensure 65%of suppliers by spend have approved science-based targets by 2026.Search

122、 for ServiceNows targets at SBTi.Scope 1Scope 2Scope 32019:65.951020192019202020202021202120304050607057%250,000200,000150,000100,00050,0002020:48.512021:30.57Our carbon footprintGHG emissions(Scope 1,2,3)Emissions intensity(mtCO2e/$revenue)mtCO2eSERVICENOW GLOBAL IMPACT REPORT 202225ENVIRONMENTINTR

123、O&ESG STRATEGYSERVICENOW SOLUTIONSSOCIALGOVERNANCEDATAAs such,in 2021,we initiated a project to gather information about our supply chain and pinpoint where our suppliers are in their sustainability journeys.After surveying our top 150 suppliers by spend,we learned 33%of our suppliers had either set

124、 or committed to targets,which is a good start.Having this information helps us understand how we can meet our SBTi supplier engagement target of 65%by 2026.In 2022,well further engage with our supply chain on climate and energy through the CDP Supply Chain Program,which helps companies drive action

125、 in their supply chains to improve environmental performance.Going forward,well continue to commit to 100%renewable electricity across our operations to further shrink our carbon footprint and were committed to providing our customers with a carbon neutral cloud.Shrinking our carbon footprint Achiev

126、ing 100%renewable electricity let us mitigate 33,446 mtCO2e from our footprint in 2021.Weve decoupled our revenue growth from our carbon emissions growth.While our revenue increased 70%from 2019 to 2021,our carbon footprint reduced by 21%in the same period.Our carbon emissions went down from 228,228

127、 mtCO2e in 2019(our baseline year)to 180,251 mtCO2e in 2021.This reduction resulted from a combination of efficiencies across our operations and data centers,and updates in emission factors.Now that weve reduced Scope 2 emissions by achieving 100%renewable electricity,99%of our emissions come from o

128、ur value chainincluding purchased goods and services,capital goods,business travel,employee commuting(including work from home),fuel-and energy-related activities.That majority portion makes engaging our suppliers critical to achieving our reduction goals.21%ServiceNow global data centersCDCSP susta

129、inability-certified employeesOur global data centers and sustainability-certified employees SERVICENOW GLOBAL IMPACT REPORT 202226ENVIRONMENTINTRO&ESG STRATEGYSERVICENOW SOLUTIONSSOCIALGOVERNANCEDATAGreen data centers To be sustainable,data centers depend on energy-efficient design.Most data centers

130、 got off to a bad startmaking them clean and green wasnt in the plan.Theyre huge consumers of electricity,and that may only increase with cloud services,edge computing,artificial intelligence,and the Internet of Things.Along with energy use comes a critical demand for cooling.Although adopting a sus

131、tainability mindset for data centers is a culture shock for many operators,its nothing new for us.Weve been working to improve data center efficiency and increase capacity for years.And its what ServiceNow customers expect.When it comes to improving data center efficiency,knowledge is power.We gathe

132、r data from more than 30 global data centers,including historical and real-time power usage.By collecting and analyzing data from the co-location providers that lease rack space to us at the majority of these data centers,we can help them run as efficiently as possible.In many cases,were renting sha

133、red spaces,not purpose-built rooms.So,its critical to work closely with providers and highlight issues they may not be aware of,such as temperature or humidity values beyond expected ranges or localized hot spots that could indicate mechanical inefficiencies or data center design issues.ServiceNow c

134、an work with data center providers to improve mechanical solutions,change rack layouts,or enhance room design to reduce power consumption.As we add new data centers around the world,sustainability has also become a top criterion when we source,evaluate,and award contracts.ServiceNow is intensely foc

135、used on improving all environmental sustainability aspects of our global cloud infrastructure.This means utilizing the power of the Now Platform for insights into whats happening within our data centers and using those insights to enact the changes that will accelerate our environmental goals and co

136、mmitments around the world.MIKE LENTS SVP,GLOBAL CLOUD SERVICES,SERVICENOWCRACUnitCold aisle(contained)Hot aisleHot aisle*Computer room air conditionerCRAC*unitSERVICENOW GLOBAL IMPACT REPORT 202227ENVIRONMENTINTRO&ESG STRATEGYSERVICENOW SOLUTIONSSOCIALGOVERNANCEDATAThe path to efficiencyIn 2021,our

137、 priorities included using the Now Platform to capture and analyze real-time data on power use at the rack level,establish a baseline,and monitor and evaluate the impact of actions we take to save energy.We successfully piloted a data center environmental monitoring solution to identify areas with i

138、nefficient cooling and power usage and address problems by modifying infrastructure.For instance,precise temperature and relative humidity measurements can tell us where a co-location provider could reduce cooling and save substantial energy.As noted above,43%of our co-location partners provide high

139、-quality renewable electricity.Were working with them to increase that over time and put RECs in place for the remainder.Were also working to help customers meet their carbon reduction goals with a trial of power usage reporting on the Now Platform.We hope to ratify and approve implementation in 202

140、2.Customers will be able to look at power use from both rack internals and power distribution units to understand their carbon footprint.Advancing a sustainability mindsetData center operations teams need to know the latest best practices in data center sustainability to support our climate goals an

141、d our customers expectations.Through sustainability initiatives and training toward Data Center Sustainability Professional certification,were building both a culture and knowledge of sustainability across our operations team.Several data center operations staff around the globe have earned independ

142、ent certification in Certified Data Center Sustainability Professional(CDCSP)training.Theyve gained a deep understanding of mechanical and electrical engineering components to design,build,and operate the most efficient data centers possible.The big chillTo prevent mixing hot and cold air at the rac

143、k level and to boost efficiency,we developed a cold aisle containment solution in 2021.Hot waste air from hardware is exhausted out of the data center.Cold air that costs a lot in power and money to produce is routed directly to the rack/server hardware intakes.This arrangement means the temperature

144、 doesnt rise significantly before the chilled air reaches the devices that need cooling.SERVICENOW GLOBAL IMPACT REPORT 202228ENVIRONMENTINTRO&ESG STRATEGYSERVICENOW SOLUTIONSSOCIALGOVERNANCEDATATo achieve our net-zero emissions target by 2030especially the reduction in Scope 3 emissionsits vital we

145、 select suppliers that share our purpose,values,and vision.By working together,we can help them become more capable,compliant,and competitive.In 2021,one of our top priorities was to implement third-party tools to measure various aspects of responsible procurementsustainability,labor and human right

146、s,ethics,supplier diversity,and financial health.We found our predictive risk rating to be low for the majority of active ServiceNow suppliers.Weve communicated with our highest risk suppliersand the most critical onesto help them raise their scores.Responsible procurementWe now have a baseline for

147、our supplier ecosystem available to our sourcing staff.By looking at the scores for multiple areas together,we have a more complete profile of each supplier and can make more responsible decisions on procurement.Tools that allow continuous monitoring will show us how the baseline evolves over time.R

148、esponsible procurement requires a commitment to diverse suppliersweve outlined our plans to support diverse suppliers in our creating equitable opportunity pillar.SERVICENOW GLOBAL IMPACT REPORT 202229ENVIRONMENTINTRO&ESG STRATEGYSERVICENOW SOLUTIONSSOCIALGOVERNANCEDATAE-waste reused,resold,or recyc

149、ledRetired corporate IT equipment 100%reused/recycled Retired data center equipment 100%reused/recycled15%85%Retired corp ITScope 1Scope 2Scope 1Scope 2Scope 3Retired data centers12%76%12%2021:4,217 servers|680 switches|634 PDUs2021:5,018 pieces|27,893 lbsAlthough assessing our carbon footprint took

150、 precedence over a waste survey in 2021,we still made meaningful advances.We successfully implemented a pilot to reduce packaging waste for data center hardware deliveries by truck in Germany.By consolidating orders into larger shipments,we cut what would normally be five or more materials deliverie

151、s for the data center build to two,significantly reducing packaging materials as well as emissions.In addition,for our recent Germany-based project,we requested our suppliers to reduce the volume packaging materials and return what they use for recycling or reuse.Were now working to adopt that pract

152、ice with our suppliers for future projects.In 2022,we plan to review the pilot results with suppliers and extend this effort globally.Well also continue to resell and e-recycle our technology components,as well as donate IT equipment to nonprofits supporting underserved communities through our Techn

153、ology Donation Program.Real progress takes real workTo achieve our goals for adopting sustainable business practices and protecting the planet,we must act quickly to deliver on our science-based targets and achieve net-zero emissions by 2030.Our future depends on reducing GHG emissions across operat

154、ions,data centers,and especially our supply chain.We have the talent,tools,and commitment to do the work and to make a profound impact for our employees,customers,partners,investors,communities,and planet.ServersSwitchesPDUsReusedRecycledWaste reductionMaking work more equitable,accessible,and rewar

155、ding for all peopleCreating equitable opportunitySOCIALSERVICENOW GLOBAL IMPACT REPORT 202231SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATANurturing people is how we grow our company and ecosystem while doing good in the larger community.What differentiates ServiceNow is how w

156、e bring our values to lifeand how they influence and inform our culture in a way our people can embrace.Wow our customers Win as a team Create belonging Stay hungry and humble In 2021,we welcomed a new chief people officer and followed in January 2022 with a new chief equity and inclusion officer.Bo

157、th have rich experience in making the world work better for everyone,from employees to customers.Jacqui Canney Chief People Officer,ServiceNowEverything we do should help our people live their best lives,do their best work,and fulfill our purpose together.The key to our companys growth is fostering

158、an inclusive culture in which all our people have equitable opportunities to thrive.When we create equity,the world worksThroughout the COVID-19 pandemic,economic disruption,and social unrest,we continued to keep our employees safe,healthy,and thriving.Were spearheading a once-in-a-generation opport

159、unity to improve how we work and the world we live in as we reckon with transformative forces,from artificial intelligence to the rise of the gig economy.Our people are the lifeblood of ServiceNow.Theyre the face of our company todayalong with customers,partners,and other stakeholdersand the true me

160、asure of success as we grow to$15 billion in revenue and beyond.Our investments go beyond our employees to the communities around the world in which we work and live.In 2021,we shifted our community focus to four critical areas:decarbonization,racial equity,digital readiness,and disaster response.SE

161、RVICENOW GLOBAL IMPACT REPORT 202232SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATAThe 3 pillars of our people strategyScale and innovationBuild a talent system that helps us attract,grow,and retain the people who will drive our business forward.Inclusive employee experiencePow

162、er our company with a more diverse workforce,equitable processes that drive equitable outcomes,and inclusive employee experience.Growth and developmentInvest in new learning journeys for our people to grow themselves and their teams.Purpose and cultureSystems,data,and insightsIn 2021,we simplified o

163、ur values,aligned our people and business strategies,developed our People Pact,and identified our priorities and goals.We also established pandemic-related policies,processes,infrastructure,and solutions to keep employees safe and healthy in the new world of work.Our peopleAmplifying the power of pe

164、opleServiceNow puts people at the center of everything we do.At the foundation,our people strategy is rooted in our unique values,the authentic culture weve fostered,and the systems,data,and insights we put in place to help us scale and grow.The People PactOur CEO,Bill McDermott,says we need to know

165、 more,care more,and do more to inspire people to be their best.Thats why we created and launched our People Pact in January 2022codifying our commitment to each other at ServiceNow.SERVICENOW GLOBAL IMPACT REPORT 202233SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATASafety and h

166、ealth first At the start of the pandemic,ServiceNow committed to supporting employee well-being.We quickly adopted a company policy encouraging all employees to work remotely.As COVID-19 peaked in countries around the world,we responded.We implemented a pandemic medical leave policy,provided a one-t

167、ime home office equipment and wellness stipend in 2020,and from June through September 2021,all of our global employees enjoyed additional time off with“recharge half-day Fridays.”In addition,our standard,comprehensive benefits cover physical,emotional,and financial wellness programs beyond COVID-19

168、.During the largest wave of the pandemic in India,ServiceNow provided on-campus vaccination drives,virtual information sessions with doctors,and other COVID-19-related medical benefits for our India-based employees.Learn more about the India COVID-19 response.Shaping new ways of working We developed

169、 a distributed work model in 2021 that gives employees more flexibility about where they work and added new guidelines,policies,and benefits to complement the model.The model lets employees easily change their work personas among flexible,remote,and in-office options.It also provides a 30-day work-f

170、rom-anywhere benefit for flexible and remote employees and a home office reimbursement benefit for remote employees.In October,we announced our new Future of Work policy,designed to treat our people fairly and equitably wherever they work.For example,beginning in 2022,most of our employees are expec

171、ted in a workplace three or fewer days a week.SERVICENOW GLOBAL IMPACT REPORT 202234SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATAOpening new pathways to opportunity To fuel our incredible growth during 2021,we reimagined our early-in-career(EIC)global internship and co-op pro

172、gram,resulting in a record 500-plus virtual interns at ServiceNow.Of those interns who received an offer,81%accepted a return offer as either a full-time employee or an intern.We partnered closely with our diversity program and partnership team to open doors for women and underrepresented talent for

173、 leadership roles.We exceeded our representation objectives across three categories:Black or African American,Hispanic or Latinx,and women in leadership.Were particularly proud of our Women Back to Work“returnship”program,our$1 million investment in Benedict College(a historically Black college in S

174、outh Carolina),and our Strive leadership program for Black and Latinx employees.As of the second quarter of 2020,our underrepresented minorities representation in the US stood at 11.4%.It includes Black or African American,Hispanic or Latinx,two or more races,Native American or Alaska Native,and Nat

175、ive Hawaiian or Pacific Islander(“URM”).This prompted us to set a goal to achieve 15%URM representation by 2025.We ended 2021 at 13.8%URM representation.Additionally,our NextGen program helps create equitable opportunities and empower the workforce of the future for people traditionally excluded fro

176、m technology.Learn more about NextGen.Building capabilities and skills for the new world of work Our new leadership-through-innovation strategy is designed to develop leaders at every level,equipping them with the capabilities needed to flourish in the new world of work.In addition to programs desig

177、ned to hone technical skills,were implementing new development programs for our EIC colleagues and a Future Readiness program for senior leaders led by Frances Frei,a Harvard Business School professor.The burden on managers in the new world of work has never been greater,so were investing in a best-

178、in-class manager development experience to equip them to elevate themselves and their teams.Programs like our partnership with The Leadership Consortium,G100,Strive,and Signature Leaders will continue to focus on building a diverse pipeline of future leaders at the company.To help women network,lear

179、n,and share experiences,our Power of 10 women in leadership program brings cohorts of 10 women together from across the company.In 2021,we expanded the program to include senior managers and more than tripled participation year over year from approximately 170 participants to nearly 600.SERVICENOW G

180、LOBAL IMPACT REPORT 202235SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATAFostering a world of differenceInclusivity encourages ideas and innovation.Our company benefits from a diverse and global representation of genders,ethnicities,cultures,ages,mindsets,and abilities in our w

181、orkforcein a welcoming environment with equitable treatment for everyone.To ensure everyone thrives,we need the right policies,resources,and cultural awareness.Our Belonging Groups,which promote engagement in our community,included 41%of our employee population in 2021.We also launched our eighth Be

182、longing Group,for Asian and Pacific Islander employees at ServiceNow.Were building awareness of our communities through employee storytelling,including Pride at ServiceNow(LGTBTQ+),Unidos at ServiceNow(Latinx),Veterans at ServiceNow,and People with Disabilities at ServiceNow.Going forward,were commi

183、tted to weaving diversity,equity,and inclusion(DEI)into everything we dohiring,developing,promoting,and rewarding people.Our chief equity and inclusion officer will lead the effort with a three-pronged DEI strategy:Enable and empower our people:Drive a relentless commitment to employee belonging and

184、 success by enhancing equitable processes,policies,and practices across moments that matter for our employees Hire with intent:Recruit high performing and diverse talent across all levels by designing a unique and exemplary hiring process that is global and collaborative Amplify DEI impact:Build on

185、the global ESG/DEI movement with human ingenuity and technology by advancing DEI with like-minded customers,suppliers,and community partnersOne of the primary measures of equity is pay.Because pay is so dynamic,especially in a high-growth company like ours,we manage it on a regular basis.We perform

186、ongoing,regular analysis and adjust as needed.As part of our process,we engage a third party to analyze pay including base salary and On Target Earnings across gender globally and race and ethnicity in the US.This has enabled us to achieve systematic pay equity and make sure it is lasting.In 2021,al

187、l of our global pay adjustments impacted less than 1%of our employee population and accounted for less than 0.05%of our global payroll costs.We are proud that we continue to maintain systematic pay equity company-wide across gender globally and race and ethnicity in the US.13.8%URM representation in

188、 202115%URM representation goal by 2025SERVICENOW GLOBAL IMPACT REPORT 202236SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYOur purpose is to make the world work better for everyone.Its my firm belief that we can extend that goal in diversity,equity,and inclusion,building a cul

189、ture of belonging that is bold,brave,and benevolent.KAREN PAVLIN CHIEF EQUITY AND INCLUSION OFFICER,SERVICENOWSERVICENOW GLOBAL IMPACT REPORT 202236ServiceNow Belonging GroupsAsian&Pacific Islander at ServiceNowWe elevate Asian&Pacific Islander representation through authenticity,empowerment,and ser

190、vice.Black at ServiceNowTogether we reflect,grow,and heal from racial division to strengthen our bond as people.Interfaith at ServiceNowWe create awareness and support for faith and diverse beliefs with respect and tolerance.Unidos at ServiceNowWe celebrate Latinx culture,promote representation,enga

191、ge talent,and give back.People with Disabilities at ServiceNowWe advocate for disabled employees,accessibility,and experiences that benefit all.Pride at ServiceNowWe champion an inclusive workplace and authentic self for LGBTQ+employees.Veterans at ServiceNowWe serve those who served and connect vet

192、erans to purpose and community at work.Women at ServiceNowWe advance a diverse workforce where women are enabled,empowered,and valued equally.Diversity,Equity,and Inclusion Report metric highlightsWhite AsianHispanic or LatinxBlack or African AmericanMaleFemale54.4%31.8%6.8%3.5%2.8%0.4%0.2%Global ge

193、nderRace and ethnicity in the USSOCIAL69.4%30.6%Two or more races Native Hawaiian or Pacific Islander American Indian or Alaska NativeSERVICENOW GLOBAL IMPACT REPORT 202237SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATACommitted to supplier diversityThe more diverse our supplie

194、rs,the more backgrounds,perspectives,and experiences we can tap to shape our future.Our diverse supplier spend,which is 16%of our overall 2021 spend,runs above the industry norm of 3%to 5%.8 We plan to continue driving spend toward diverse suppliers,including small businesses,and maintaining an abov

195、e-average spend.Previously,we lacked information to help the sourcing team or stakeholders consider or select diverse suppliers.To remedy this,weve engaged the National Minority Supplier Development Council and Womens Business Enterprise National Council.These groups cover the majority of diverse su

196、pplier categories.By working with them,we anticipate generating more opportunities for minority and women-owned suppliers.For more information,please refer to our Diversity,Equity,and Inclusion Report 2022.8 Karina Swette and Timi Boyo,“Tracking the Supplier Diversity Dollar,”Oliver Wyman.Empowering

197、 women-owned businessesIn 2021,Waste Management hosted a multiday supplier diversity event,“Share the Green,”to provide opportunities for women of all ethnicities who own US businesses.Giving these businesses a chance to create awareness and engagement opened the door to corporate commitments for fu

198、rther explorationand the possibility of becoming suppliers.Our participation in this virtual event enabled us to meet with suppliers who offer business consulting,IT services,catering,event planning,accounting,marketing,advertising,and more.We selected two diverse suppliers for further evaluation.16

199、%of our overall 2021 spend is dedicated to diverse suppliersabove the industry norm of 3%to 5%.Social investments and charitable donations$4M+$1.9M+$1.6M+$1.6M+$450K+$600K+Digital readinessCorporate match and rewardsRacial equityDisaster response*DecarbonizationOther$10+million total investmentsSERV

200、ICENOW GLOBAL IMPACT REPORT 202238SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATAInvesting in our communitiesWhen it comes to creating equitable opportunity for everyone,we dont stop at employees,customers,or partners.We embrace the global community,too.In 2021,we shifted our c

201、ommunity engagement strategy from digital literacy and food security to decarbonization,racial equity,digital readiness,and disaster response.We made these changes to better align with our employees interests,address societal challenges,and support our overarching ESG strategy.Our 2021 goal was to d

202、eliver$7.5 million in grantsincluding corporate match and rewardsto organizations that align with our focus areas.We exceeded that by more than$2.5 million,thanks in part to almost 3,700 donors representing nearly 22%of our employee base.*Includes$192K+in-kind to Second Harvest of Silicon ValleyDeca

203、rbonizationCash donationsRacial equityIn-kind donationsImpact fundsVolunteering and givingDigital readinessDisaster responseMeasurable goal:CO2 emissions reduced through technology and trees plantedGoal:$12M+Measurable goal:Lives improved through economic empowerment and businesses created/scaledGoa

204、l:6 in-kind donationsGoal:Continue to manage the Racial Equity FundGoal:15%employee volunteeringMeasurable goal:People impacted through digital skills trainingMeasurable goal:Supporting the communities in which we live and operate our businessCommunity engagementSERVICENOW GLOBAL IMPACT REPORT 20223

205、9SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATAExpanding our focusWe believe that to solve some of the worlds most complex problems,we must first target areas where we can make the greatest impact.2021 highlightWe made a$1 million,two-year commitment to support decarbonization

206、 through nonprofit partnerships,including GivePower and Amigos de Iracambi US.DecarbonizationAccelerating carbon emission reductions is critical for all our stakeholders,and its an area where we can make a major impact.Were taking a two-pronged approach,encouraging rapid growth of natural vegetation

207、 with reforestation programs and investing in organizations that create more sustainable energy resources.Learn more.Our resources to drive impactOur focus areas and 2022 goals93%homeownership:361 mortgages4%small business:15 loans3%affordable housing:1,126 rental unitsRacial Equity Fund$100M93%4%3%

208、SERVICENOW GLOBAL IMPACT REPORT 202240SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATARacial equityWere intent on increasing representation for diverse groups by breaking down barriers for wealth creation,including entrepreneurship,homeownership,and leadership in underserved com

209、munities.Learn more.2021 highlightOur$100 million Racial Equity Fund was fully distributed.It is designed to drive more sustainable wealth creation through homeownership,entrepreneurship,and neighborhood revitalization within Black communities in 10 regions across the US.Digital readinessFuture gene

210、rations must have the tools and resources to be successful in the digital economy.We work with our people team,product team,and others to invest in secondary education,early-in-career development,and reskilling opportunities.Learn more.2021 highlightOur$1 million donation to the University of Califo

211、rnia San Diego scholarship endowment fund will help ensure more students can access an engineering education.Each year,six to 12 students who are majoring in computer science and show a demonstrated contribution to diversity,equity,and inclusion will receive a scholarship with the chance to renew ev

212、ery year as long as they remain in good academic standing.SERVICENOW GLOBAL IMPACT REPORT 202241SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATAEmployees tackle the COVID-19 crisis in IndiaColleagues in India suffered a second wave of the COVID-19 pandemic in early 2021.Employee

213、s on the ground took fast action to help.Arun,workplace services lead,took part in a crisis management tiger team in Hyderabad.The team quickly created a community communication channel to provide information to employees and respond to requests for help.Jeba,senior director of software engineering

214、management,worked with his team to create a bot called PRIMEPandemic Response and Incident Engagement for Emergencies.It provides critical information about resources such as hospital beds and COVID-19 tests.Responding to the crisis forged strong connections among employees all over the world.Our te

215、am made significant contributions to one of our largest giving campaigns,resulting in more than$500,000 being donated solely through our corporate match program.ServiceNow also worked with employees to identify local and international organizations assisting on the ground to support communities in n

216、eed.Read the story.Disaster responseTo support the communities in which we live and operate,weve built strategic relationships with organizations on the ground.This collaboration will ensure we can respond quickly when disaster strikes.2021 highlightWe provided in-kind product donations,including Wo

217、rkplace Service Delivery facility management software,in addition to a multiyear cash donation commitment to Second Harvest of Silicon Valley.Signature programsOur two signature programs include NextGen,which supports our focus on digital readiness,and Incubators and Accelerators,which supports all

218、of our community engagement focus areas.NextGen creates value and closes the digital divideThe NextGen Professionals program helps make work better for everyone with skills,training,and opportunities to thrive in the digital economy.Learn more.2021 highlightOf the more than 1,900 NextGen beneficiari

219、es eligible for employment,we connected more than 1,300 to jobs in our ecosystem,exceeding our hiring goal by almost 10%for the year.We reached more than 2,700 beneficiaries in total,just shy of our goal of 3,000.This was primarily due to shifting our focus from a technical university program in Ind

220、ia to underserved communities.Since inception,weve engaged with more than 6,300 beneficiaries and helped connect more than 3,000 to employment.By closing the digital divide,we also created value for our ecosystem.To see how the program looks in action,watch the video about Emmanuel Ndohku from the U

221、K.6,300+NextGen beneficiaries since inceptionIm a migrant who came to the UK with nothing about seven years ago.Despite having a physics degree from Cameroon and some experience in accounting,my job search proved unsuccessful.I knew that I had a lot to offer.thats when NextGen came and transformed m

222、y life.Its given me my life back and set me up on a career path I would have never thought that I would have.EMMANUEL NDOHKU NEXTGEN GRADUATE,UKSERVICENOW GLOBAL IMPACT REPORT 202242SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATASERVICENOW GLOBAL IMPACT REPORT 202243SOCIALINTRO

223、&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATAIncubators and Accelerators support nonprofits and small businesses Our resources enable us to help entrepreneurs and visionaries develop businesses that address issues aligned with our community engagement focus areas.ServiceNow supports inc

224、ubators and accelerators that provide mentorship,skills and,potentially,funding to nonprofits and small businesses that develop innovative solutions for the worlds most complex problems.2021 highlightThe ServiceNow 2021 MIT Solve Digital Workforce Challenge asked,“How can historically underserved co

225、mmunities prepare for,access,and prosper in the digital workforce?”The winner of the$100,000 grand prize was Fable,a Toronto-based company that conducts user research and accessibility testing to help leading companies improve digital products.Watch the announcement video of all the winners.SERVICEN

226、OW GLOBAL IMPACT REPORT 202244SOCIALINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTGOVERNANCEDATAWere walking the talk Our work on social initiatives starts with our employees but extends to customers,partners,communities,and the world.Were developing robust opportunities to bring people into the

227、workforce and providing flexibility for them to work where they want and contribute in ways that are meaningful to them.These efforts are driving a new level of engagement,inspiration,and purpose among our employees.Were also spearheading vital change in communities globally.Well continue to walk th

228、e talk to achieve a global vision that works for us and generations to come.Our employee volunteers invest in the greater communityEmployee volunteerism is an integral part of our global impact program.When we all come together for the greater community,we can foster ideas,drive innovation,and creat

229、e the change we want to see.We support employees who want to give back to the community in several ways:Skills-based volunteering with the Taproot Foundation to help nonprofits and social change organizations solve critical community challenges 2021 highlightDuring our inaugural Month of Service in

230、October,our employees and C-suite executives played an active role in accelerating our impact by collectively volunteering nearly 7,000 hours.In 2021,we logged more than 19,000 volunteer hours,exceeding our goal of 15,000 by almost 33%,with 13%of employees participating.The work of ServiceNow volunt

231、eers benefited more than 440 organizations.20 hours of paid time off per year for volunteering$10 donation credit for each volunteer hour logged,up to 20 hours per year,through Dollars for Doers Team-building volunteer opportunities with Goodera In-person and virtual volunteering Global impact counc

232、ils in 17 of our larger offices and remote employees that organize giving and volunteer opportunitiesGOVERNANCEBuilding trust through ethical,transparent,and secure business practicesActing with integritySERVICENOW GLOBAL IMPACT REPORT 202246GOVERNANCEINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMEN

233、TSOCIALDATAIntegrity isnt a part-time principle.Every day,we earn trust with our customers,our employees,our shareholders,and our communities by acting with integrity and aligning to our values.John Castelly Chief Ethics and Compliance Officer,ServiceNowAt ServiceNow,we strive to build and evolve a

234、governance framework that keeps us aligned,accountable,and transparent to our stakeholders which builds trust.Trust is the foundation of our relationship with all of our stakeholders,from our employees to our customers to our shareholders,and beyond.We work every day to earn that trust and to build

235、on that trust to make great things happen.In 2021,we stepped up ethics training for our employees,building content relevant to the real-life issues our employees face,and increasing employee engagement with our ethics program.We also continued to build on the transparency of our ESG strategy,creatin

236、g our first Global Impact Report that publicly states our commitments and goals,and frames our conversations with stakeholders.When we build trust,the world worksAs caretakers of our customers data,we have an immense responsibility to protect it.Were laser-focused onand invest heavily insecurity,com

237、pliance,and privacy to meet industry and regulatory expectations to secure customer data.Our dedicated global team of more than 225 security professionals are focused 24/7 to ensure the confidentiality,integrity,and availability of our network infrastructure and our customers data.Nominating and gov

238、ernance committee of the board of directorsCharter includes advising the board on environmental,social responsibility,and corporate governance mattersAudit committee of the board of directorsCharter includes reviewing companys processes,procedures,and validation surrounding the companys ESG governan

239、ce disclosuresESG initiative business ownersOversee ServiceNows top 10 global impact initiatives across strategy pillarsExecutive management team Gina Mastantuono,CFO(ESG executive sponsor)Lead our vision to become the defining enterprise software company of the 21st centuryESG steering committee Co

240、rporate strategy,IT/security,global cloud services,people,product,legal,marketing,global sourcing&sustainability,customer&partner,sales,risk&control assuranceGuide ServiceNows global impact(ESG)strategy,goals,progressSERVICENOW GLOBAL IMPACT REPORT 202247GOVERNANCEINTRO&ESG STRATEGYSERVICENOW SOLUTI

241、ONSENVIRONMENTSOCIALDATAThrough our Policy and Compliance Management tool,we can assess the health of our policies and control environment.This helps define which policies should be reviewed and updated.Effective governance starts with up-to-date policies and controls.Trust,governance,and ethics und

242、erscore how we workfrom our ESG strategy to our business strategy.Although the nominating and governance committee of our board of directors has specific responsibility for overseeing our ESG strategy,our entire board of directors is involved.In 2021,environmental-and DEI-related targets were consid

243、ered part of the individual component in each of our Named Executive Officers 2021 Cash Incentive program to motivate execution against our ESG strategy.See 2022 Proxy Statement.We use our own Now Platform and solutions in areas of governance,risk,and compliance,including our new ESG Management solu

244、tion.This helps us develop better solutions for our customersfrom complying with new and ever-evolving laws and regulations to facing the challenges that come with the ethical use of data,privacy issues,and security.GovernanceSERVICENOW GLOBAL IMPACT REPORT 202248GOVERNANCEINTRO&ESG STRATEGYSERVICEN

245、OW SOLUTIONSENVIRONMENTSOCIALDATAOur cross-enterprise ESG steering committee,with executive sponsorship from our CFO,continues to provide oversight support for our ESG strategy,goals,and progress.Our board of directors updated the charter of the audit committee to specifically outline its role in th

246、e oversight of the controls for ESG disclosures.The updated charter states,“Committee will periodically review and meet separately with the independent auditor,the internal audit function,and the Companys management to discuss:the Companys processes,procedures,and validation surrounding the Companys

247、 environmental,social,and governance disclosures.”Strengthening transparency and disclosureHow our ESG disclosures are making a difference In 2021,we issued our first Global Impact Report,building on the precedent we set the prior year in issuing our first ESG Fact Sheet.We gathered feedback on the

248、2021 report and our ESG strategy by speaking to approximately 48%of our shareholders during the proxy season and again in the fall.We used this shareholder feedback,in addition to feedback received through ESG ratings and customer and partner inquiries,to increase the transparency of our disclosures

249、 while creating an accessible,readable report.In addition,we created a global impact webpage,which received more than 9,100 unique visitors to the site and more than 12,000 total visits during 2021.Our increased transparency and disclosure have led to:Improved ESG ratings from Sustainalytics,MSCI,CD

250、P(climate change),and the S&P Global Corporate Sustainability Assessment Recognition as a member of the Dow Jones Sustainability Index North AmericaSERVICENOW GLOBAL IMPACT REPORT 202249GOVERNANCEINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALDATAWe continue to embed these qualities across t

251、he business,including the various scenarios by which we use data,under our Data Ethics Council.The council comprises a cross-functional group of key leaders who work together to consider the key aspects and challenges around how we use data,including any ethical crossroads,to provide guidance based

252、on our values and purpose.To ensure all employees are aligned with our values,we provide each onefrom our executive officers to new hireswith annual ethics and compliance training.New employees are required to complete this training within 45 days of joining the company.Ethics100%of our employees ha

253、ve completed their Code of Ethics trainingOver the past year,we strengthened our Code of Ethics training to be more friendly and relatable,incorporating our company values into the module and using examples specifically tailored to situations employees may see in their work at ServiceNow.We also upd

254、ated our compliance training to provide more awareness around the ethical use of AI and data.In the future,we plan to develop more training programs and processes around our ethical use of data.Embedding a commitment to ethicsIntegrity.Teamwork.Trust.These qualities are core to our Code of Ethics.Al

255、ong with our values and purpose,theyre how we make sure we win the right way for our company,teams,customers,partners,shareholders,and communities.Addressing unintended impacts of AIIn June and July 2021,we hosted an employee-led discussion series on the societal impact of AI.We used“Coded Bias”a 20

256、20 award-winning documentary on facial recognition technologyas the starting point for the conversations.The discussion series aimed to:Raise awareness of issues at the intersection of technology and society Use our collective brainpower to think about actions we can take as individuals,within our t

257、eams,and at ServiceNow as an organization to address these issuesThe event is cool in and of itself:taking a step back to consider how our workbuilding workflowscould have unintended consequences for the very people we are trying to serve.Thats important and essential for us to reach our goals.SERVI

258、CENOW EMPLOYEESERVICENOW GLOBAL IMPACT REPORT 202250GOVERNANCEINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALDATAEncouraging our employees to speak upWere committed to fostering an environment in which open,honest communication is the expectation,not the exception.Our Speak Up program makes

259、it easy for employees to raise concerns.Weve invested in communicating our Speak Up program to employees and have seen the benefits of that investment in greater employee engagement.Learn more.Respecting human rightsAt the end of 2021,we published a new Human Rights Statement.It outlines our pledge

260、to respect human rights,including how we comply with all related laws and regulations,our stance on the ethical use of data,how we support accountability for our employees,and our position on DEI.Review our Human Rights Statement.In 2021,we advocated for the inclusion of language in the National Def

261、ense Authorization Act that mandates the US Department of Defense(DoD)track sexual assaults in the military.SERVICENOW GLOBAL IMPACT REPORT 202251GOVERNANCEINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALDATAWhen it comes to security and data privacy,we take a comprehensive approach to govern

262、ance.Were vigilant in protecting the security of the data customers entrust to us,bringing together various business stakeholders to review how that data is managed and to provide guidance.Our board of directors also reviews security risks and control gaps on a regular basis to ensure were continuou

263、sly improving.Learn more at our Trust and Compliance Center.The Now Platform supports some of the most highly regulated customers in the world.Our continuous investment in data privacy,security,and compliance features is aligned with rigorous global regulatory requirements and standards.This approac

264、h allows our customers to foster a trusted relationship with their customers and enhance brand loyalty.Driving data governanceIn 2021,we launched the data governance steering committee to further mature and evolve governance for ServiceNow data usage,storage,and deletion policies.The committee helps

265、 us evaluate our various data governance processes,as well as monitor and evaluate our data governance health as an organization.This leads to more robust capabilities and developments across our Now Platform and product offerings.For example,we adapted a workflow that was built on the Now Platform

266、to make it more efficient and comprehensive in addressing data subject requests.In turn,we were able to offer this capability to our customers.Protecting data privacyWe continue to evolve our data privacy approach to stay ahead of global trends and key inflection points.This includes proactive engag

267、ement,positioning,and reaction to upcoming legislation,as well as building processes ahead of legislation.For example,in response to various concerns in the European Union from the Schrems II decision and the subsequent European Data Protection Board recommendations,we announced and developed an EU-

268、based solution for customers who would prefer to have their EU-hosted data handled within EU borders.This new delivery model is market-leading and helps build trust and reassurance with our customers.It helps customers continue their day-to-day business with a unique offering,granting further comfor

269、t for them around their compliance obligations.Security and data privacyOur new EU-centric service delivery model will give our current customers and partners peace of mind.For customers and partners operating in highly regulated industries,in the public sector,or those that have yet to make the swi

270、tch to the cloud,this model gives them certainty and simplicity when selecting the cloud service that best suits their needs.MARK COCKERILL VP,LEGAL,EMEA,SERVICENOWSERVICENOW GLOBAL IMPACT REPORT 202252GOVERNANCEINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALDATAEnsuring security We take a n

271、on-competitive approach to dealing with emerging cyberthreats and security challenges.We worked with like-minded firms to establish a critical software as a service special interest group(CSaaS-SIG)that was launched in 2022 and operates under the framework of the Information Technology-Information S

272、haring and Analysis Center(IT-ISAC).This facilitates the flow of information between organizations,accelerates response,stops the proliferation of repeated attacks,and reduces security risk.“Critical SaaS providers provide essential services that a vast array of critical infrastructure operators rel

273、y on for core operations,”said the IT-ISACs chair,Jeffrey DiMuro,deputy CISO of ServiceNow.“While critical SaaS providers compete in the marketplace,we share a common goal of advancing security in the industry.”Internally,every employee at ServiceNow contributes to our data security efforts.We requi

274、re employees to complete a formal privacy and security training each year,and we provide a number of learning tools to remind employees of their important role in protecting data security.We also allow customers to perform penetration tests so they can feel more confident working with us.From financ

275、ial services to telecommunications to the public sector,our data practices help customers around the globe feel more secure so they can do their best work with confidence.We continue to conduct regular tabletop exercises with select targeted customer accounts to help increase resilience and prepared

276、ness.Working together through a simulated disaster scenario around security and data privacy helps us build greater levels of assurance and trust.Our state of security$100M annual cybersecurity investmentAligned with the FAIR cyber risk frameworkFollow BSIMM application security standardFollow Commo

277、n Control risk framework,which covers cross-industry standardsOur customers are some of the most regulated in the world.We make significant investments in security and data privacy not only to meet their expectations,but also so they can provide the same level of security and privacy protections to

278、their own customers.BEN DE BONT CHIEF INFORMATION AND SECURITY OFFICER,SERVICENOW$100 million annual cybersecurity investmentSERVICENOW GLOBAL IMPACT REPORT 202253GOVERNANCEINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALDATAHow we build resiliency30+data centers with top-tier providers and d

279、edicated power distribution99.995%average uptime(99.8%SLA)Real-time availability dashboardMulti-instance architectureFully redundant cloud infrastructure with 24/7 site reliabilityTier-1 ISPs in all geographiesWe added or expanded seven cloud certifications,authorizations,and attestations in 2021 fo

280、r a total of 22.See the full list in the Annex.Multi-Tier Cloud Security(MTCS)Standard for Singapore Level 3Agenzia per lItalia Digitale(AgID)CertificationAustralian IRAP PROTECTED UK Cyber Essentials Plus CertificationHbergeurs de Donnes de Sant(HDS)for French health data hostingSSAE 18/ISAE 3402 S

281、OC 1 dated 3/31AICPA 2017 Trust Services Criteria SOC 2 for Hybrid Singapore CloudAutomated transfer and failoverGlobal cloud certifications,authorizations,and attestations99.995%average uptime(99.8%SLA)In March 2022,we increased our US Department of Defense(DoD)Impact Level from IL4 to IL5.Deliveri

282、ng resilience in times of crisisAegon is a multinational insurance,pension,and asset management company with 29.9 million customers and 22,300 employees.Having a global ServiceNow Business Continuity Management solution helped the IT infrastructure business unit of Aegon fight COVID-19,enabling it t

283、o pass vital information between countries.It also supported the companys planning when an inland hurricane,or derecho,hit its largest US office.Read more.SERVICENOW GLOBAL IMPACT REPORT 202254GOVERNANCEINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALDATAThe pandemic has testedand validatedou

284、r business resilience and our ability to work anywhere,anytime.As the pandemic continued during 2021,we hired and onboarded an estimated 5,500 new employees and 500 interns,all virtually.As we started bringing employees back to our locations,we used our own solutions such as Safe Workplace Suite,HR

285、Service Delivery,and Vaccine Administration Management to ensure their safe return,manage risks,and avoid business disruptions.The lessons we learned since the start of the pandemic have helped us better understand the potential impacts of future systemic disruptions.We have a firmer grasp on how to

286、 engage our workforce differently as we move to a new distributed work model that will be more sustainable and benefit our workforce and planet.See our business continuity FAQ.As we noted in last years report,managing risk is not only our responsibility,its also our opportunity.Our Business Continui

287、ty Management solution,launched in late 2020,continues to help us and our customers be more resilient when confronted with adverse events.Business continuity managementBuilding trust for a better futureWe are committed to continuously earn the trust of our stakeholdersour employees,customers,partner

288、s,and communitiesto make great things happen.We will remain laser-focused on protecting our customers data through employee training,proactive industry engagement,and the power of our Now Platform and solutions.We will lead with ethics,accountability,and transparency,and in doing so live our values,

289、achieve our purpose,and exemplify responsible leadership.With COVID,followed by the storm disaster,our use of the Now Platform has been monumental.DENNY HODGE BUSINESS CONTINUITY MANAGER,GLOBAL TECHNOLOGY SERVICES,AEGONSERVICENOW GLOBAL IMPACT REPORT 202255SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERN

290、ANCEDATAINTRO&ESG STRATEGYWere extremely proud of the pace weve set and the progress weve made over the past year.We also understand that we have more work to do.Well continue to listen to and learn from all of our stakeholders to help us better support the people and communities we serve.Were commi

291、tted to addressing the challenges and opportunities that are in front of us.Future forwardNow Platform and solutions Achieve even greater impact by delivering solutions on the Now Platform that empower our customers to embed and strengthen ESG in their own operations and better serve their stakehold

292、ersSustaining our planet Expand our carbon neutrality commitment to provide our customers with a carbon neutral cloud Continue to meet 100%renewable electricity Continue to develop our roadmap for 2026 near-term SBTi targets Build on our 2021 progress to develop our net zero by 2030 roadmap Increase

293、 our engagement with our supply chain to advance responsible procurementCreating equitable opportunity Deliver a new enterprise-wide strategic workforce plan and location strategy focused on underserved communities Strengthen our culture of belonging through a dynamic DEI strategy Deliver on our Jan

294、uary 2022 announcement to make the Now Platform more inclusive for a wide range of diverse needs,whether physical or cognitive Create measurable impact around the world through our community engagement efforts,including 25,000 hours of volunteer time logged and 30%giving participation Contribute to

295、closing the digital divide by reaching 4,500 beneficiaries through our NextGen Professionals digital skills programsActing with integrity Continue to mature the disclosure of our ESG strategy through strong governance and oversight Continue to build customer trust around our use of data through the

296、guidance of our Data Ethics Council and our data governance steering committee Develop new training programs and processes for ServiceNow and our partners around the ethical use of data Uphold our commitment to protecting security and data privacy for our business,customers,and partners Work toward

297、certification of our platform apps to meet the Payment Card IndustryData Security Standard(PCI-DSS)Were dreaming even bigger.Our plans for 2022 include:SERVICENOW GLOBAL IMPACT REPORT 202256SERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEDATAINTRO&ESG STRATEGYAt ServiceNow,the connections we create o

298、pen a world of possibilities.Everyone has a voice.Innovation soars.Our planet thrives.And progress speeds ahead.Its what happens when we come together to do whats rightand take actions that move us forward.As we progress on our ESG journey,we dream even bigger.And well continue to listen,learn,and t

299、ake bold steps to ensure we make the world work better for everyone.AnnexDATAESG materialityWe engage in a wide variety of activities to support our ESG strategies.While we disclose what we believe to be the material items in this report,certain information may not be disclosed within our Annex if i

300、t is not considered material;privileged,or confidential;could cause a competitive disadvantage to our business if publicly disseminated;or is not currently collected in a manner wholly correlated with the related ESG metric.In 2020,we partnered with a third-party sustainability adviser,BSR,to update

301、 our ESG materiality assessment to prioritize the most important near-term and long-term emerging environmental,social,and governance(ESG)topics to our business and stakeholders.The priority topics that emerged are reflected as Tier 1,2,or 3 issues and guide the content of this report.Our tier 1 iss

302、ues are those in which we have the greatest opportunity to create value.They will inform the ongoing development of our sustainability strategy.In 2021,we streamlined two of our material issues by making future of work part of our people priority,and making digital divide part of our community engag

303、ement priority.In 2022,we will refresh our materiality assessment.Standards and regulations in this area are evolving,and we will continue to develop and adapt our reporting accordingly.Tier 1 issuesHigh importance to stakeholders and high importance to business successBusiness continuity risks Clim

304、ate and energy Corporate governance and business ethicsDiversity,equity,and inclusionEmerging technology and ethics Our people Security and data privacy Tier 2 issuesHigh importance to stakeholders or high importance to business success Community engagement Employee and workplace health and safetyWo

305、rkflow for goodTier 3 issuesModerate importance to stakeholders and moderate importance to business success Responsible procurement Waste WaterESG materialitySERVICENOW GLOBAL IMPACT REPORT 202258DATAINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEWe engage a broad set of stakeholde

306、rs across our value chain as part of delivering on our ESG strategy and fulfilling our purpose.Those stakeholders,and how we engage with them,are listed below.StakeholdersHow we engageEmployees Annual Employee Kickoff Annual Employee Voice Survey(EVS)-first half of year Biannual Global Leaders Summi

307、t Biannual Senior Director Meeting Diversity,Inclusion,and Belonging Leadership Summit Employee Belonging Groups Employee Voice Survey(EVS)check-in survey(second half of year)Giving employees a voice storytelling Now at Work(Workplace by Facebook)communications channel Now Insider Ongoing cultural m

308、oment celebrations Quarterly growth conversations Quarterly managers forum SVP Sync event Twice-quarterly Global Leaders Sync Twice-quarterly Now LiveCustomers Advisory panels and focus groups Annual Knowledge conference Best practice sharing via Now Create and Customer Success Center Customer 1:1 m

309、eetings/calls Customer service inquires Customer surveys Now at Work regional events Research forums Training and certification programs Usability studies StakeholdersSERVICENOW GLOBAL IMPACT REPORT 202259DATAINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEStakeholdersHow we engageP

310、artners 1:1 partner meetings,bidirectional communications Biannual partner advisory council Global partner ecosystem summit Quarterly partner webinars Regional partner summitsInvestors Annual financial analyst day Annual shareholder meeting Investor bus tours Investor conferences Investor Relations

311、website Investor roadshows Quarterly earnings calls Shareholder proposals Year-round investor outreach Communities Collaborative partnerships and memberships Employee giving and volunteering activities Engage with civil society and nonprofit organizations on topics related to our community engagemen

312、t focus areas(decarbonization,racial equity,digital readiness,disaster response)ESG conferences Philanthropic donations,including in-kind and cash donationsSERVICENOW GLOBAL IMPACT REPORT 202260DATAINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEMemberships and recognitionsMembershi

313、ps and associations AnitaB.org Association of Corporate Citizen Professionals(ACCP)BSR Chief Executives for Corporate Purpose(CECP)Clean Energy Buyers Association(CEBA)Congressional Black Caucus Foundation Congressional Black Caucus Institute Congressional Hispanic Caucus Institute Coqual(formerly C

314、enter for Talent Innovation)DIAN,DIAN India Hispanic IT Executive Council(HITEC)Information Technology Industry Council(ITI)Leading Women Defined Conference National Urban League Points of Light Stanford VMware Womens Leadership Innovation Lab The Council of Europe(COE)Ad hoc Committee on Artificial

315、 Intelligence The Software Alliance(BSA)Recognitions AnitaB.org Top Companies Dow Jones Sustainability Index North America member FORTUNE Worlds Most Admired CompaniesTM 2022 FORTUNE Worlds Most Admired CompaniesTM 2021 FORTUNE Future 50 2021 list Great Place to Work-certified Human Rights Campaign

316、Foundations Corporate Equality Index Just Capitals JUST100:Americas Most JUST Companies 2022 Newsweeks Americas Most Responsible Companies 2022 Silicon Valley Business Journal Top 50 Philanthropists SERVICENOW GLOBAL IMPACT REPORT 202261DATAINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVE

317、RNANCECloud certifications,authorizations,and attestations Agenzia per lItalia Digitale(AgID)Certification AICPA 2017 Trust Services Criteria SOC 2 AICPA 2017 Trust Services Criteria SOC 2 for Hybrid Singapore Cloud AICPA 2017 Trust Services Criteria SOC 2+HITRUST CSF V9.5 Level 1 Asia-Pacific Econo

318、mic Cooperation(APEC)Privacy Recognition for Processors(PRP)Australian IRAP OFFICIAL Australian IRAP PROTECTED BSI Cloud Computing Compliance Criteria Catalog (C5:2020)DoD Impact Level 4 Authorization (for US DoD/IC entities)FedRAMP JAB High P-ATO (for US Federal government entities)Government of Ca

319、nada GC Cloud Provider Hbergeurs de Donnes de Sant(HDS)for French health data hosting ISO/IEC 27001:2013 ISO/IEC 27017:2015 ISO/IEC 27018:2019 ISO/IEC 27701:2019 Multi-Tier Cloud Security Standard for Singapore (MTCS)Level 3 SSAE 18/ISAE 3402 SOC 1 dated 3/31 SSAE 18/ISAE 3402 SOC 1 dated 9/30 UK Cy

320、ber Essentials Plus Certification(Self-Assessment)CAIQ v4.0.1 (Self-Assessment)SIG 2021.01SERVICENOW GLOBAL IMPACT REPORT 202262DATAINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEGreenhouse gas emissions(mtCO2e)Calculations are consistent with the GHG Protocol Corporate Accounting

321、and Reporting Standard and the Corporate Value Chain(Scope 3)Accounting and Reporting Standard.Emissions are presented in metric tonnes of CO2e.In 2021,we improved and expanded our GHG emissions inventory methodology by using a climate software platform for reporting against our environmental metric

322、s.We used this reporting methodology and applied it to previously reported 2019 and 2020 emissions.The adjusted data is reflected below.This data was then used to calculate our carbon footprint.Additional details are footnoted where applicable.Our data was verified by Apex,a third party,in accordanc

323、e with ISO 14064-3.Greenhouse gas emissions(mtCO2e)2019(baseline)20202021Scope 112,035 1,915 1,401 Scope 2(Location-based)19,182 22,811 33,880 Scope 2(Market-based)114,117 14,684 434 Scope 3-Purchased goods and services100,153 117,722 131,770 Scope 3-Capital goods72,201 62,280 32,272 Scope 3-Fuel an

324、d energy related activities2,818 3,006 3,019 Scope 3-Waste generated in operations1,191 371 0Scope 3-Business travel1,222,948 8,943 3,860 Scope 3-Employee commuting(including work from home1)512,766 10,333 7,495 TOTAL EMISSIONS(Market-based)3,4228,228 219,254 180,251 Greenhouse gas emissions Scope 1

325、 and 2 by Region (mtCO2e)2019(baseline)20202021GHG Emissions by regionAMER(Location-based)10,796 12,366 20,147 AMER(Market-based)9,210 8,647 1,265 EMEA(Location-based)4,067 5,369 8,070 EMEA(Market-based)918 1,618 132 APJ(Location-based)6,354 6,990 7,064 APJ(Market-based)6,024 6,333 437 SERVICENOW GL

326、OBAL IMPACT REPORT 202263DATAINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEGreenhouse gas emissions intensity GHG emissions normalized by revenue(mtCO2e/$millions)2019(baseline)20202021Scope 1 0.59 0.42 0.24 Scope 2(Location-based)5.54 5.05 5.75 Scope 2(Market-based)4.08 3.25 0.07

327、 Scope 3-Purchased goods and services 28.94 26.05 22.35 Scope 3-Capital goods 20.86 13.78 5.47 Scope 3-Fuel and energy related activities 0.81 0.67 0.51 Scope 3-Waste generated in operations 0.34 0.08 0Scope 3-Business travel2 6.63 1.98 0.65 Scope 3-Employee commuting(including work from home)3.69 2

328、.29 1.27 TOTAL EMISSIONS(all scope 1,2,3)3,4 65.95 48.51 30.57 GHG emissions normalized by full-time employee (mtCO2e/#of full-time employees)2019(baseline)20202021Scope 1 0.20 0.15 0.08 Scope 2(Location-based)1.85 1.74 2.01 Scope 2(Market-based)1.36 1.12 0.03 Scope 3-Purchased goods and services 9.

329、66 8.99 7.81 Scope 3-Capital goods 6.96 4.76 1.91 Scope 3-Fuel and energy related activities 0.27 0.23 0.18 Scope 3-Waste generated in operations 0.11 0.03 0Scope 3-Business travel2 2.21 0.68 0.23 Scope 3-Employee commuting(including work from home)1.23 0.79 0.44 TOTAL EMISSIONS(all scope 1,2,3)3,4

330、22.01 16.74 10.68 SERVICENOW GLOBAL IMPACT REPORT 202264DATAINTRO&ESG STRATEGYSERVICENOW SOLUTIONSENVIRONMENTSOCIALGOVERNANCEElectricity DemandElectricity(in MWh)2019(baseline)20202021Electricity consumption by region(MWh)-AMER41,682 47,719 63,369 Electricity consumption by region(MWh)-APJ8,098 9,13

331、4 9,843 Electricity consumption by region(MWh)-EMEA12,734 16,663 24,758 Total electricity use(in MWh)-Electricity62,515 73,516 97,970 PERCENTAGE OF RENEWABLE ELECTRICITY28%38%100%6Energy DemandEnergy Demand(in MWh)2019(baseline)20202021Electricity use(in MWh)62,515 73,516 97,970 Energy use(in MWh)-O

332、ther fuels711,226 10,565 7,728 TOTAL ENERGY(MWH)73,741 84,082 105,698 Carbon Neutral1GHG Emissions in boundary2019(baseline)20202021Greenhouse gas emissions within boundary(mtCO2e)13,190 Offsets Purchased13,190 Net GHG emissions01 Included in carbon neutral boundary(Scope 1+Scope 2(Market-based)+Sco

333、pe 3(Category 6:business travel,and work from home from Category 7:employee commuting).2 Business travel includes all flights,accommodations,ground transportation,and all travel related business.3 All Scope 3 emissions are Market-based.4 Total Emissions(Market-based)=Scope 1+Scope 2(Marked-based)+Scope 3(Market-based).5 Category 7:Employee Commuting(includes working from home).6 South Korea renewa