Has always been the main force”workplace” Every Serve immediately But for a year, remote work has left a deep impression on this close relationship. Rethink office work and workflow as a whole Redesigned the company’s strategy. But without changing the context: The driving force of corporate change.
If the ServiceNow software proposal is born”horizontal“Through a single platform, applicable to any reality ( Platform now), in the past two years, the company has not only promoted acceleratorsautomation The platform itself, but there are some vertical Are considered interesting markets around the world, especially Telecom and electronic finance. Especially since The new CEO Bill McDermott, This has also accelerated the company’s turnover: Raised funds of US$4.5 billion in 2020, an increase of 32% over 2019, Europe accounts for 25% of the business, mainly in the United States (50%)“The CEO let us focus on the target market, Significant growth prospects by 2025, Open up new partnerships and strategic partnerships with Microsoft, while maintaining the customer-centric mission unchanged” Start Filippo Giannelli, ServiceNow Italy Regional Manager, Invited to our CEO Café.
So I have the idea of building Intelligent platform for business workflow, In order to achieve agility and save time and resources, ServiceNow is platform Use new artificial intelligence technology (The recent acquisition of Element AI confirms this) alliance Aimed at solving new vertical areas, realizing that certain markets require partners with recognized skills to complete transformation projects.
“Let’s think about our solution ‘Platform for all enterprise platforms’ All business processes are based on this -Giannelli enters merit-. Many resources are now used exclusively by the company Digital transformation project However, if you carefully measure the return on investment, you will find Only a quarter of managers claim that their investment has received a positive return on investment. From our perspective, a frustrating fact is related to the lack of integration between different company platforms.Therefore, the strategy of creating a Now platform is consistent with All systems, from Sap to Oracle, Salesforce, Microsoft, To provide users with a unique end-to-end experience”.
Therefore, company human resource managers are increasingly involved in transformation projects. “We are employee-centric and propose 360 degree participation system, Which includes listening to employees’ opinions and his satisfaction. Therefore, the Human Resources Department and the International Olympic Committee have become our interlocutors. We want to be a kind of customer service One-stop shop This solves problems related to work flow and personnel management, while also focusing on customer service.”
In this way, HR is provided with a Complete vision of the business process Solve three issues that have a greater impact on corporate life: Understand and manage bottlenecks (1), Decide Which processes need to be automated (2) Or simply define Which process to modify (3). “The time variable is still the basis for measuring investment, designed to manage the end-to-end process in a short period of time and flexibly create value for ongoing projects – continue-. From our observatory, we can estimate the return on investment in the short term. It takes 3 to 6 months to make a project, The rate of return on investment is lower than that of the year. From the first implementation, the return on investment has become measurable”.
The degree of automation is getting higher and higher
The development of the platform will also incorporate future technologies Artificial intelligence and automationBecause it argues Giannelli “Transformed customers do this mainly because they have to Start a new business, Finding new ways to enter the market and establishing new partnerships all require them not to focus on technology, but on business goals.”
As an indispensable part of the platform, the driving force of machine learning and artificial intelligence has become very powerful. “The automation part is the foundation, because companies need to focus on their value offering Leave repetitive tasks to automated management, So as to promote the entire company’s digital transformation process.” Acquired Element AI (A Canadian company established in 2016 that specializes in the development of AI solutions) It is a response to the development of new components of the Now Platform, thanks to the use of The ability to respond to chat, pictures, and natural language. “The acquisition of technology that integrates algorithms for the benefit of the entire solution” Point out.
But beside the platform”horizontal“, the development of the past two years Vertical solutions in finance and telecommunications This is an effective job and will also apply to other industries. “The global concern is the completion of the first batch of important projects. For example, a British bank has completed a digital transformation agreement, covering all processes from personnel management to credit management.” Giannelli designated.
A road to verticalizationecosystem And a community of partners committed to sharing best practices in implementation (“My partner They are necessary to activate an effective digital transformation process and often lead to cross reference And draw inspiration from the exchange of information and projects”).The close relationship with i is still basic System integrator Among this beep, Dxc, clearance Or companies like Accenture and Deloitte“Especially in the telecommunications vertical field, with Accenture Has proven to be strategic, just as the financial world’s listing depends on Deloitte, Making choices at a global level, leveraging the skills of partners and their concerns”.
If finance and telecommunications are two specific verticals on a global scale, In 2021, Italy will also vigorously promote the PA world “Today, PA accounts for 20% of the local business, and our goal is to increase it to 40% while introducing specific skills and profiles to follow it properly. In this context, with Dxc It has produced many successful experiences and is certainly a model worth copying. We will continue to promote the verticalization of telecommunications and finance, while not neglecting the large-scale enterprise market. “
And don’t forget to innovate companies. If, by definition, the companies that ServiceNow targets are those with more than one thousand employees, then for Giannelli, this is a restriction, and it does not respect all small businesses with a tendency and mentality to embrace new markets and internationalize their own activities. company. “Many companies have a drive to innovate in their DNA, and The concept of digital transformation itself is a dynamic concept. I believe that these companies have a corporate, transformative approach that is beyond the actual size of the company. We also pay attention to these”.
In this way, in terms of training, Academy Internal and partners, such as colleges and Dxc, We are the first to start these activities in Italy Project realization Deloitte and Federico II of Naples Committed to creating employment opportunities for college students in the South. “I hope that the restoration plan will fall on infrastructure and projects. Over time, funds will not be scattered to projects that have to be reinvented every season.” Specific summary.
ServiceNow’s global development plan, designated by the CEO, is to achieve $10 billion in 2025, From the 2021 growth forecast of 26-29%. It also provides stimulus measures for Italy.
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