Focus on People-Job Transition Talked by ServiceNow CEO-ZDNet Japan

Since May 7, ServiceNow has been holding its annual event “Knowledge 18” in Las Vegas, USA. In the keynote speech on the actual first day of May 8, John Donahoe became president and CEO in April 2017. He said: “Let us create the work of the future together.” I called.

Revolution in the workplace—people-oriented

The company was founded in 2004 and is a cloud-based SaaS provider for IT Service Management (ITSM). Since then, it has expanded to customer service, security, personnel (HR), etc. based on ITSM technology. In the process of advancing this strategy as a platform, we are entering a new phase with the experienced Danahoe, who has served as the CEO of eBay and other companies.

Knoledge seems to have shown momentum, registering 18,000 people, of which 8,000 are said to have participated for the first time. During the conference, there are more than 400 meetings where customers can share their knowledge.

Danahoe entered the second stage of knowledge. He first predicted that “a revolution will happen in the workplace”. It has been 11 years since the launch of the first iPhone, and Danahoe recalled that the past 10 years have revolutionized the consumer landscape through devices and services such as the iPhone. You experienced it on eBay in your last job, but what about your workplace? -On weekends and non-working hours, I talk to Alexa on Amazon to get information and use useful apps like Google Maps, but I’m still working. Danajo said: “Cloud-based services fill the gap (home and work).” He continued: “The next three to five years will be a revolution in the workplace.”

ServiceNow provides technology for converting jobs and jobs. Danahoe called on gathered customers and partners to say: “We hope to work together as partners for a long time.” According to him, a good company has three clear points of view: (1) goals, (2) strategy, and (3) culture. In the keynote speech, he explained the purpose and strategy of ServiceNow.

Its purpose is to “build a cloud-based platform that allows ordinary people to exchange jobs effectively”, which was put forward by the founder Fred Luddy when it was founded and is still at the core today. Against this background, he announced a new slogan: “We create the world of work and create better jobs for people.” The center is people, not technology. The logo has been changed accordingly. In the new logo, the “o” of Now is a portrait of the old power button. Danajo said: “Technology alone cannot change jobs.”

He said: “We are a purposeful company. This goal makes us different.”

Strategically, ServiceNow’s formula is to listen, learn and perform repeatedly. “Listening” is about digital transformation. How can technology be used to attack and exploit any company, regardless of its industry or region, before being destroyed by software? That is.

ServiceNow has many needs: (1) want to understand best practices for implementation, and (2) improve user experience. In (1), the implementation of best practices is reorganized and the following four points are listed.

• Can be implemented without customization (or at least)
• Governance, such as updating at least once a year
• Investment change management
• Accelerate business results

This best practice will improve customer experience by 10 points (support for NPS: Net Starter Score), reduce security risks, reduce response time by 45%, and reduce application build time by a third. It is said to be effective. Danahoe said it can save up to $11 million in cost. At the same time, we also introduced the work of the customer success team and the customer success center.

In (2), Danajo said that he has acquired machine learning, chatbots, design companies, etc., “building a good user experience with users.” After the second day, it will be explained in detail in the keynote speech.