ServiceNow is one of the fastest growing software companies in the world. Especially in recent years, the situation has been developing rapidly. Last year’s turnover increased to 2.6 billion US dollars. Chief Innovation Officer Dave Wright spent a few days in the Netherlands and talked about the future of IT and his role in the company.
“When I was invited to join ServiceNow in 2011, I felt skeptical,” Wright began his story. “I don’t know if I want to return to IT service management as before. But I already know our founder Fred Luddy (Fred Luddy), so I decided to go to San Diego to meet the company.” Wright is there. Talked about ServiceNow’s vision with several people including Luddy. He changed his mind.
That’s because ServiceNow is not limited to service management in IT. Wright explained that the purpose of the company was to create a platform that converts various incoming information into digital workflows. “We make work better. ServiceNow helps organizations through a strategic platform for digital workflows. This is the layer that connects internal employees and customers. Luddy has a vision and started building IT service management solutions to prove his meaning. The goal has always been to provide various services. In the past five years, more and more customers have realized that our platform can also be used for human resources, customer service and security. Basically every business department will Everything is linked together. We have become a provider of enterprise service management.”
Live Update
ServiceNow has been looking for a way to transform the services of the IT department into other departments to draw inspiration from consumer solutions. “We bring elements of consumer perception into the business. For example, we consider booking a taxi through Uber. You can choose the car where you want to go, and then view the car’s driving mode on the map. Why can’t you bring this experience to Workplace? If I need help from the human resources department, I want to be able to see the journey the request has taken on the map. Compared to other people who have to send an email first and then rely on what actually happened, when you give people a choice , Coupled with real-time updates of what happened, can bring them a better experience.”
Wright explained that in order to ensure the consumer experience, the complexity of the ServiceNow platform is mainly in the back end. “Many enterprise applications are very complex and require training to use. You only need to provide people with a good experience on the front end, while hiding the complexity on the back end. You can also link to Facebook, Microsoft Teams, and Slack. Now, the Technology is far from enough to build artificial intelligence solutions. It becomes more interesting.”
rosy-
As Chief Innovation Officer, Wright looks at what is happening in the world and how this will shape the future of ServiceNow. “Then it involves things like artificial intelligence and Virtual agent. And in recent years, it also involves the security management of the Internet of Things and data. “
When asked about the way we work in five years, Wright’s eyes will light up. He likes to talk about the future, which is beautiful in his eyes. “We shouldn’t worry about robotization and machine learning taking over our work. It just makes it more interesting. Many repetitive basic skills will be performed automatically, so we no longer need to do this. Tasks such as resetting passwords can This is done by a virtual agent. No one gets up in the morning, I hope they can do it, right? I think we will basically get rid of this situation in five years. As a result, everyone, including IT employees, can spend their time in real business On the subject of business benefit.”
In addition, there is the influence of the younger generation. “I don’t think you should build a system specifically made for the Z and Alpha generations. But at some point, they will enter the labor market and have different expectations from the previous generations. The biggest difference between them is they Continuous feedback is needed. They are used to social media habits, and you have seen this elsewhere, for example, in feedback between Uber passengers and drivers.”
So the project is different. From waterfall method to agile and lean method. “This does not only apply to software development. There is no reason not to run the entire company in this way.”
Three themes
Wright believes that everything people do and want can be summarized into three themes. “We want something we don’t have yet, we want to see something we have restored or changed, or we want to know something. From appointment of a dentist to hiring a new employee or buying a new laptop: these are basically the same processes , We make these processes easier. Therefore, our market is actually unlimited because it includes every service company. When companies and departments start to analyze how long they have actually been working on certain tasks , They will see that they can complete their work more efficiently. Companies say they find it difficult to attract talents, but they often don’t realize they already have talents, but they are wasting time doing things they shouldn’t be doing. Automation makes them better. Work becomes more interesting and meaningful.”
Growth
ServiceNow continues to grow rapidly. “When I started here, it employed 350 employees, now it is 8,500,” Wright said. In the last quarter, it achieved sales of 740 million US dollars, an increase of 36% over the same period last year. A large part of this comes from large customers. “We now have 717 customers and generate more than $1 million in sales each year. We are clearly still in the growth phase. But we are well aware that it is all about customer satisfaction. Our focus is on making these customers successful.”
The company is an American company, but it also has a strong representation in Europe. “The growth in Europe is the same as the growth in the United States. I have visited many countries, and our growing influence in each region has surprised me time and time again.” EMEA is headquartered in Amsterdam, but the Netherlands also has its own rapid growth. Team. Wright said ServiceNow has customers like NXP, VIVAT and Quby here, but also works for smaller organizations. “In conversations with customers, I noticed that they are getting more and more understanding in the Netherlands, and they can also use ServiceNow outside of IT. Customers are also increasingly exchanging information. These are great developments.”
When asked about ServiceNow’s ambitions, Wright was very clear. “We want to be the level for organizing work and evaluating its performance. Of course we will not build our own CRM, HRM or ERP systems, but a bridge between all these systems.”
Zijn Media Partner Van Gartner IT Seminar Xpo, Executive Director of the Dutch IT Channel.
Register here to enjoy discounts on Gartner IT Symposium Xpo.
#fastgrowing #ServiceNow #transforms #information #digital #workflows
More from Source