For digital transformation, the most important thing is agility: ServiceNow

Covid-19 has changed the way people work and how they work, and the way employers interact and communicate with employees. In the early stages of the pandemic, the company was just unresponsive and was not ready to fully implement remote work.

Mauricio García Cepeda, general manager of ServiceNow in Mexico and Latin America, said at the roundtable that, after the response, the company is focusing on simplifying and digitizing workflows to meet the experiences demanded by customers and employees. On how technology can give the company the power of a new normal.

“We have seen the pace of digital transformation accelerate [entre las empresas de América Latina] At this level, compared with the past two years, we have carried out more digital transformations in the past two months. The crisis accelerated, and it became clear what should and should not be done. Those who accept digital transformation to promote business growth and have the agility to quickly respond to changing conditions can not only survive but also thrive,” said Noam Bizman, Vice President of ServiceNow Latin America.

The executive pointed out that one of the main benefits of the epidemic is the importance of agility, because agility can respond quickly to changing conditions, including taking advantage of opportunities or protecting oneself from threats. He said: “The factor that determines whether a company can survive is how quickly it adapts to change. Agility will be a lesson. Bizman said, “It requires an agile organization and culture, and the ability to create products for customers and employees quickly and innovatively. , Service, interaction and experience tools. “

Noam Bizman

García Cepeda said that for many companies, the covid-19 situation is enough to make them understand that digital transformation is not something they could have, but something they need to have. “The role of digital innovation is to be able to create new products and/or services, to deliver them in new ways, to create these products and to change them at a speed, all of which will be with us. Obviously, this is the key, which is to make good performance The reason for the difference between a company that cannot survive and a company that cannot survive,” Bizman said.

In addition, he commented that an important part of business agility is to pass authority and responsibility to the people closest to the field, that is, the people closest to the business department, without relying on IT. “Use of the platform Low code of No code Division by business area will change the role of CIO, because applications will be developed by business area [pero sobre una única plataforma, para no incrementar la complejidad]. CIOs will be more strategic, and they will have to ensure that they have the right culture to develop in an agile manner, proper governance, proper project management and the right platform,” he pointed out.

García Cepeda said that in order to support this agility, ServiceNow provides four digital streams from its cloud platform: one is concentrated in the IT field; the other is concentrated in the IT field. The second focus is on employee experience and the life cycle of employees within the company; the third point is the ultimate customer experience; fourth, creating any type of application. “Business must continue, especially in times of crisis, and need to manage complex workflows. He said that different areas of the company are in silos, and they realize that they need barrier-free and disruptive communication, and we provide support for this.

In the end, both executives suggested that the organization seek the support of consultants to help them plan their digital transformation journey, as this involves analyzing the journey they want to undertake, determining a timetable for what to do and time, and considering To the resource organization. Bizman said: “It involves different things in different parts of the company, and it is not something that can be done overnight.”

For small and medium businesses and micro businesses with limited resources, the Vice President of ServiceNow Latin America recommends analyzing their business and finding a technology that will enable them to leverage the investments they already own, increase revenue and reduce operating expenses, and improve your employees and customers Experience.