Investor Presentation Fourth Quarter ServiceNow All Rights Reserved 1

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2 Safe Harbor This presentation contains forward looking statements that are based on our management s beliefs and assumptions and on information currently available to management. We intend for such forward looking statements to be covered by the safe harbor provisions for forward looking statements contained in the U.S. Private Securities Litigation Reform Act of Forward looking statements include information concerning our possible or assumed strategy, future operations, financing plans, operating model, financial position, future revenues, projected costs, competitive position, industry environment, potential growth opportunities, potential market opportunities, plans and objectives of management and the effects of competition. Forward looking statements include all statements that are not historical facts and can be identified by terms such as anticipates, believes, could, seeks, estimates, expects, intends, may, plans, potential, predicts, projects, should, will, 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 and other factors that may cause our actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward looking statements. We cannot guarantee that we actually will achieve the plans, intentions, or expectations disclosed in our forward looking statements and you should not place undue reliance on our forward looking statements. Forward-looking statements represent our management s beliefs and assumptions only as of the date of this presentation. We undertake no obligation, and do not intend to update these forward looking statements, to review or confirm analysts expectations, or to provide interim reports or updates on the progress of the current financial quarter. Further information on these and other factors that could affect our financial results are included our filings we make with the Securities and Exchange Commission. This presentation includes certain non GAAP financial measures as defined by SEC rules. We have provided a reconciliation of those measures to the most directly comparable GAAP measures in the Appendix. The information in this presentation on new products, features, or functionalities is intended to outline ServiceNow s general product direction and should not be included in making a purchasing decision. The information on new products, features, functionalities is for informational purposes only and may not be incorporated into any contract. The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow s sole discretion ServiceNow All Rights Reserved 2

3 ServiceNow The Enterprise IT Cloud Company NYSE: NOW 1,830 Employees Trailing 12-Month Revenue $425 Million ~2,060 enterprise customers Total Revenue PS & Other Revenue Subscription Revenue $75 $12 $63 $86 $14 $72 $102 $22 $80 $111 $18 $93 $125 $20 $105 20% Penetrated in the Global 2,000 Platform designed to manage service relationships in the enterprise Cloud-hosted delivery; SaaS business model Major Sites in San Diego, Silicon Valley, Seattle, Amsterdam and London Q4-12 Q1-13 Q2-13 Q3-13 Q4-13 Q4-13A Y-Y Growth Revenue $125.2M +67% Deferred Revenue $266.7M +57% Billings $166.2M +70% Cash & Investments $889.9M +183% 2014 ServiceNow All Rights Reserved 3

4 Investment Highlights Cloud-based platform to automate workflows and service relationships Core market is IT service automation Extending service automation beyond IT significantly increases TAM Rapidly expanding and diverse base of blue chip customers High growth, scalable recurring revenue model with strong cash flow 2014 ServiceNow All Rights Reserved 4

6 IT Service Management Service Relationship Management ERP/IT IT Service Management Help Desk Help Desk IT Operations Information Technology Inside and Outside the Enterprise 2014 ServiceNow All Rights Reserved 6

8 Service Relationship Management Executives BUSINESS DASHBOARDS APPROVALS & NOTIFICATIONS Requester SERVICE CATALOG SERVICE-ORIENTED WORKFLOW REPORTING & ANALYTICS Provider SEARCH KNOWLEDGE COLLABORATE SERVICE RECORD > HELP > ORDER > CHANGE > INFO UPDATE SERVICE STATUS ASSIGN & TRACK WORK KPI DASHBOARDS 2014 ServiceNow All Rights Reserved 8

10 Service Automation Platform Service Relationship Management Marketing Sales Services Legal Finance Procurement Operations Facilities Service Providers Human Resources Information Technology 2014 ServiceNow All Rights Reserved 10

12 ServiceNow Service Automation Platform ENTERPRISE SERVICE MODEL BUSINESS MANAGEMENT Governance Vendor Performance Cost Project & Portfolio Analytics Service Providers Line-of-Business SERVICE MANAGEMENT Release Pass Reset Problem Incident CMDB Service Catalog Change Work Asset HR Case Discovery Network Monitoring Security OPERATIONS MANAGEMENT Authentication Config Automation Event Mgt Patch Mgt Planning Mobile Orchestration IT Cost Cloud Provisioning Vendor Support Discovery Reporting Asset Governance Application Resource Monitoring Mgt APPLICATION DEVELOPMENT Backup Professional SDLC Custom Apps Citizen Creators Business Creators CMDB intelligence Server Monitoring SDLC Deploy Collaboration 2014 ServiceNow All Rights Reserved 12

14 Highly Experienced Team Frank Slootman President and CEO Fred Luddy Founder and Chief Product Officer Mike Scarpelli CFO David Schneider SVP, Worldwide Sales and Services Beth White Chief Marketing Officer Daniel McGee SVP, Engineering Shelly Begun SVP, Human Resources Rob Specker General Counsel 2014 ServiceNow All Rights Reserved 14

15 Strong Revenue Momentum Total Quarterly Revenue $MM $125 $102 $111 $18 $20 $86 $22 $39 $34 $5 $4 $30 $35 $47 $8 $40 $57 $10 $47 $64 $9 $55 $75 $12 $63 $14 $72 $80 $93 $105 Sep-11 Dec-11 Mar-12 Jun-12 Sep-12 Dec-12 Mar-13 Jun-13 Sep-13 Dec-13 Subscription Professional Services and Other 2014 ServiceNow All Rights Reserved 15

16 Growth Formula = New Logos + Upsells + Renewals LAND EXPAND RETAIN Net New Customer Adds 1,778 1, , , , % 33% 29% 36% 98% 96% 94% 97% 96% % Q4-12 Q1-13 Q2-13 Q3-13 Q4-13 Cumulative Customers Including Net Adds (1) Q4-12 Q1-13 Q2-13 Q3-13 Q4-13 Upsells as % of Total ACV (2) Q4-12 Q1-13 Q2-13 Q3-13 Q4-13 Customer Renewal Rate (3) 1. Each subsidiary that has contracted for a separate production instance is counted as a customer. 2. Upsell rate is calculated as the annual contract value of upsells during the period, net of any decreases in annual contract value of renewals during the period, divided by our total annual contract value during the period ServiceNow All Rights Reserved Renewal rate calculated by subtracting our attrition rate from 100%. Our attrition rate for a period is equal to the annual contract value from lost customers, divided by the total annual contract value from all customers that renewed during the period and from all lost customers.

17 Significant Headroom for Growth Low Penetration LTM Revenue Per Customer (3) ($ s in Thousands) Global 2000 (1) $190 $31 $198 $32 $209 $37 $219 $39 $230 $40 $159 $166 $172 $180 $190 12,000 Organizations (2) Q4-12 Q1-13 Q2-13 Q3-13 Q4-13 Subscription Professional Services & Other Notes: 1. Global 2000 Enterprises as defined by Forbes Magazine 2. Addressable organizations based on Capital IQ company screen; represents organizations worldwide with greater than 1,000 employees and $500MM of LTM revenue 3. TTM Revenue per customer defined as average revenue 4 quarters trailing divided by average customers 4 quarters trailing 2014 ServiceNow All Rights Reserved 17

18 High Revenue Visibility Deferred Revenue and Backlog $MM $875 $549 $608 $379 $170 $195 $210 $226 $267 Combined Deferred Revenue + Backlog Deferred Revenue Backlog Q4-12 Q1-13 Q2-13 Q3-13 Q ServiceNow All Rights Reserved 18

20 Subscription Gross Margin 76.9% 77.3% 77.2% 77.6% 70.3% Q4-12 Q1-13 Q2-13 Q3-13 Q4-13 Note: All figures are calculated on a non-gaap basis, which excludes stock-based compensation. See appendix for reconciliation of non-gaap financial measures 2014 ServiceNow All Rights Reserved 20

21 Professional Services & Other Gross Margin PS & Other GM (Including Knowledge (1) ) 32.6% 12.5% 12.8% 5.3% 8.4% 7.3% Q4-12 Q1-13 Q2-13 Q3-13 Q4-13 Note: All figures are calculated on a non-gaap basis, which excludes stock-based compensation. See appendix for reconciliation of non-gaap financial measures. 1. Professional Services and Other revenues includes revenue from our Knowledge event in the second quarter of each year, with all related expenses in sales and marketing 2014 ServiceNow All Rights Reserved 21

22 Walk to Long-Term Operating Model Targets Q4-13A FY-13A Q1-14G Long Term Subscription Gross Margin 78% 77% ~76% Data Center Density, Improved Economies of Scale 78-80% PS & Other Gross Margin 13% 16% ~6% Productized & Scalable Offerings, Utilization, Ramp Time 13-15% Total Gross Margin 67% 67% ~64% 68-70% S&M % of Revenue 40% 41% n/a Renewals > Percent of Bookings, Improved Mix of Ramped Reps, Marketing Program Spend 29-31% R&D % of Revenue 15% 15% n/a Continue to Invest in R&D, but at Slower Pace than Revenue Growth 11-13% G&A % of Revenue 11% 11% n/a Improved Economies of Scale 4-6% Operating Margin 1% 0% ~(9)% ~20% Note: All figures are calculated on a non-gaap basis, which excludes stock-based compensation. See appendix for reconciliation of non-gaap financial measures 2014 ServiceNow All Rights Reserved 22

23 Non-GAAP Reconciliation $MM 2012 Q1-13 Q2-13 Q3-13 Q GAAP Subscription Gross Profit (+) Subscription SBC Non-GAAP Subscription Gross Profit % Subscription Gross Margin 71% 77% 77% 77% 78% 77% GAAP Professional Services Gross Profit (+) Pro. Serv. SBC Non-GAAP Professional Services Gross Profit % Pro. Serv. Gross Margin 0% 8% 33% 7% 13% 16% Total Non-GAAP Gross Profit % Gross Margin 60% 65% 68% 66% 67% 67% GAAP Sales and Marketing Sales and Marketing SBC Non-GAAP Sales and Marketing % of Revenue 38% 40% 46% 37% 40% 41% GAAP Research and Development Research and Development SBC Non-GAAP Research and Development % of Revenue 13% 15% 14% 15% 15% 15% GAAP General and Administrative General and Administrative SBC Non-GAAP General and Administrative % of Revenue 12% 12% 12% 11% 11% 11% Non-GAAP Operating Margin -4% -1% -4% 3% 1% 0% 2014 ServiceNow All Rights Reserved 23