ServiceNow Japan GK will hold the 2021 business strategy online briefing on the 25th. Company President Masashi Murase focuses on four areas: “Further expand and strengthen the partner ecosystem”, “Strengthen industry business”, “Promote citizen development” and “Cooperate and invest to improve digital literacy”. .
Mr. Masashi Murase, President and CEO of ServiceNow Japan
Priorities for Japan in 2021
Explain each of the four focus areas
In “Further Expansion and Strengthening of Partner Ecosystem”, in response to the acceleration proposal for industry products in ServiceNow’s global expansion, we will strengthen cooperation with partners who also have specific industry knowledge in Japan. In addition, the number of certified engineers delivered in China has doubled from the current 600 to about 1,200. In addition to starting to provide ServiceNow Assure, so that partners can efficiently provide high-quality delivery services, we will also cooperate with ISV partners to release industry-specific applications that meet Japanese business habits and unique requirements. I’ll be there.
“ServiceNow Assure is a global deployment plan, in which ServiceNow cooperates with the delivery service partner selected by the customer to implement the solution. In Japan, a dedicated consulting team will act as a business partner. The support behind it. We will provide a bundled solution The plan is for the value of our customers.”
Further expansion and strengthening of the partner ecosystem
Immediate service guarantee
The second “strengthening industry business” is a measure related to strengthening the ecosystem of the first partner. Vigorously promote industry-specific development in Japan. In particular, he showed a focus on telecommunications, service providers, financial services and manufacturing.
“We want to propose a new form of service provider through ServiceNow and take advantage of our global achievements and advantages in banking and insurance companies. In addition, Japan is a market with many manufacturing industries and there are many opportunities. While strong partners in the industry are actively cooperating, we will also actively hire industry experts as employees.”
Strengthen industrial business
As the third “promoting citizen development”, we will strengthen low-code development support. In March 2021, Quebec will be released as the next major version upgrade, and will add a feature called App Engine Studio to support the promotion of citizen development. This will allow LOB (line of business) personnel to quickly develop applications.
“In the next four years, it is said that 500 million applications will be developed, which is the same as the number of applications in the past 20 years. As the business changes, new workflows need to be developed. Low-code citizen development will be promoted. We will deal with this environment. Kind of change.”
Dissemination of civil development
In the final “Cooperation and Investment to Improve Digital Literacy”, we reported that we launched the “ServiceNow CxO Club” for executives in October 2020 and are exchanging information. We are actively engaged in engineer education. Emphasize investment in the market. In addition to cultivating the next generation of human resources and industry-university cooperation, it will also carry out re-skills education for people in their 40s and 50s.
The Technical University of Munich has an educational program to create opportunities for students to participate in the problems of large companies and their solutions. He said: “I want to start a similar effort in Japan,” while showing an example of providing ServiceNow-related training and qualifications. On the other hand, “We provide Now Learning, a comprehensive portal for learning ServiceNow skills. We have more than 275 free on-demand courses. A total of 1 million people worldwide have participated in these courses. 20,000 people are taking this course as well in Japan . We still only provide the English version, but we want to increase the number of Japanese courses this year.”
Collaborate and invest to improve digital literacy
The only element that the government encourages Japanese companies to support is the element that ServiceNow can support.
In addition, reviewing the efforts so far, “ServiceNow is an IT-operated software-as-a-service company centered on ITSM (IT Service Management) until 2016, but starting in 2017, it is a platform company. Therefore, the digital push The number of cross-domain DX proposals has increased, and significant progress has been made in 2020. Starting in 2021, not only companies, but also companies that provide workflows to make the entire society a better world, whether in the public sector or the private sector I want to achieve “a workflow that makes the world a better place.”
In addition, “2020 is a year of accelerated workflow transformation. Many companies have to change their working methods to adapt to the new normal. In the new crown pneumonia epidemic, Japanese companies feel that their expectations for ServiceNow have risen by a year.”
“The design of Japanese companies assumes that they will gather in the same office and share the same place at the same time. They are in a tightly coupled state. But now, even in loosely coupled communities, there is no delay. “We need to be able to do business in any Under the circumstances, we all need to optimize, have excellent staff and customer experience. “ServiceNow’s status as a platform provider has changed. It is now a company that provides a platform beyond the organization and undergoes digital transformation.”
Workflow for a better world
The Ministry of Economy, Trade and Industry released DX Report 2 in December 2020, but President Murase stated, “In DX Report 2, the’cliff of 2025′ will move forward without waiting for 2025. This also shows that we must achieve Business continuity protects the safety of employees and customers. At the same time, corporate management leadership is very important. The transformation of corporate culture is the first step. The use of faults and abnormalities in pulse survey tools, the automation of telephone response work by chat bots, etc., and online digital transformation are important for enterprises. Actions to be taken in a corona accident. What the government encourages Japanese companies to do is what ServiceNow can support.”
In addition, “IPA’s diagnosis of 500 Japanese companies shows that more than 90% of the companies cannot do DX. Although the momentum of DX has increased due to corona disease, many of the reality is that these companies have to do it, but they have not been able to do it. Do it. There is a gap with leading companies, and the efforts to DX are polarized.”
Through ServiceNow, President Murase can provide a simple, easy, mobile-first experience, realize a cross-departmental workflow, and will not let users feel the complexity of the back-end, and provide consumers with timely services. There is an agent to do, “CEOs who want to ensure business innovation and flexibility, get rid of isolated environments, and rectify people-oriented cross-company work. We can also provide solutions for CxOs who think they need workflow and CIOs and CDOs who want workflow. Maximize return on investment and reduce risk.”
Case studies and results of partner businesses
Specific examples of introduction in Japan are also given.
In Calbee, ServiceNow is used to implement “Calbee New Workstyle”, which is a new normal work style. The development is completed within 8 working days, and the workflow is not only achieved by employees applying for jobs, but also by sending approval request emails and superior approval.
In Hiroshima Prefecture, ServiceNow is used to implement “Hiroshima Corona Notification QR”. In order to prevent the spread of the new coronavirus, the QR code is used to inform people that they may have been in contact with an infected person, encourage them to perform PCR testing, and apply for testing. “Unlike COCOCA, which is being promoted by the government, it even covers PCR testing,” said President Murase.
Calbee case
Example of Hiroshima Prefecture
He also mentioned that the results of the partner’s business are an initiative in 2020. Accenture has established a ServiceNow business group globally (including in Japan) and has cooperated with IBM to use enterprise AI to achieve IT automation.
Among the unique measures in Japan, NEC has also signed a resale contract in addition to the service provider contract. NTT DATA announced that it will establish a dedicated ServiceNow organization with a goal of reaching 50 billion yen in sales by 2025.
“All five of the largest domestic IT companies are cooperating as ServiceNow partners,” Murase said.
2020 partner business
In addition, the Japanese version of ServiceNow Store is a market that will open in October 2020. Currently, ISV partners have released 14 types of applications.
As the new coronavirus infection spreads, provide various support measures
In addition, he said that in response to the spread of the new coronavirus infection, he has provided various support measures. “From March 12, 2020, ServiceNow has transitioned to remote work at one time, but since then, the frequency of application releases has been accelerating.”
Following the free provision of “crisis management support applications” on April 15 to support employee safety and business continuity in emergencies, employees returned to work safely on June 9. Publish a “safe workplace application” to support smooth progress. Starting in June, we will continue to add features to the Safe Workplace app every two to three weeks. On January 27, 2021, we began to provide “vaccine management management” to support the supply and vaccination of the new coronavirus vaccine, as well as post-vaccination monitoring.
“Vaccine management management is newly provided as a combination of the components that ServiceNow has so far to realize the comprehensive management of the entire vaccination process. The country, pharmaceutical companies, wide-area/basic municipalities, and medical institutions, we can provide citizens and other stakeholders Quick and accurate centralized service. ServiceNow is used for vaccination management in Scotland, and other companies will provide it from the stage when there is no vaccination management solution. In addition, overseas employees are also prohibited from going to work, but ServiceNow also Used to manage them.”
The same is true in Japan, “life insurance companies use it for employee health management and visualization of vaccination rates in order to provide a safe and secure workplace for current employees and partners. I’m using it.”
COVID-19 crisis response support status
Vaccination management
In Japan. In addition, the service provider will entrust the pharmaceutical company’s project to initiate vaccination, and ServiceNow will serve as a solution for tracking side effects.
On the other hand, he also explained the recent global achievements of ServiceNow. He emphasized that the full-year sales of 2020 will increase by 31% year-on-year to US$4.519 billion, and Corona’s sales will increase by approximately US$100 million.
In addition, the renewal rate of ServiceNow users is 99%, which proves that “almost all customers continue to use ServiceNow and can add value.” The number of employees worldwide has reached 13,000, and it is said that even within one year of the corona disaster, the number of employees has increased by approximately 2,000.
Platforms that provide bundled platforms
The Now platform plays a central role in the company’s solutions.
With the Now Platform, employees only need to enter the ServiceNow workflow from the Web or mobile application to seamlessly use IT operations, employee services, and customer contact services, even if they use different platforms between departments, you can do it in them Digital transformation.
The company calls it the “platform of the platform,” and ServiceNow seems to provide a platform with a bundled platform.
Currently, the company’s slogan is “Let’s deal with it.”
President Murase said: “The world realized on the platform will show a new corporate image composed of software in the 21st century. For this reason, digital workflow reform is imperative.”
Let’s deal with it
To “a platform to change the organization”
In addition, President Murase introduced that the mission of ServiceNow is “We create the world of work and work better for people.”
“ServiceNow aims to create a world where people can do things that only humans can do, leaving what they can do digitally to digital. In addition, founder Fred Luddy works for a company founded in 2004. The idea is to change People experience workflow and create new jobs. Employee experience and customers with high user experience, such as using consumer services such as Amazon and Netflix in the office. We want to change the experience, and ServiceNow’s goal is to become a company that provides workflow to achieve this The key to the digital transformation of a target company is user experience,” he said, “behind each one.” “A great experience, that is, a great workflow” is also shown.
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