Service Now CEO-“ZDNet Japan” carries out “work flow revolution”

On June 4, ServiceNow delivered a new keynote speech at its annual online annual conference “ServiceNow Knowledge 2020”. “The revolution in workflow has just begun,” said Bill McDermott, who took over as CEO in November 2019, demonstrating the company’s new workflow and user experience.

“Disney+”, which started in Japan, also introduced “Immediate Service” as customer service

“Create jobs and provide better ways of working”-Since its establishment in 2003, ServiceNow’s mission has never been more important. After the new coronavirus infection (COVID-19), companies must not only continue to conduct business, but also ensure the safety of employees. Whether or not it promotes digitalization, it will make a big difference.

McDermott said that with the spread of COVID-19, 11,200 employees soon switched to working from home. The company’s “platform now” supports this.

After starting with IT Service Management (ITSM) in the cloud, ServiceNow has expanded its platform to include customer service, security, personnel, etc., becoming the Now Platform. McDermott refers to Now Platform as a “platform platform.” He explained: “It corresponds to the criticality of the mission while providing a user-level experience.” With the launch of Now Platform, Denmark’s largest financial institution Danske Bank has reduced accidents by 93% and Productivity increased by 6 times. The DIY giant Lowe’s with 323,000 employees can operate within 96 hours and on vacation. Cases such as handling applications are introduced.

“Digital transformation (DX)” is a fashionable term, but McDermott said: “So far, the company has invested in SoR (System of Record),” and he predicts “There will be $7 trillion by 2024. Invest in DX”. We have built a large and complex system. From now on, we need to make this SoR work properly while meeting the needs of employee mobility and dialogue tools. For this, we need a platform that can be seamlessly integrated. “Statement. There are 500 services that can be integrated with ServiceNow. McDermott said: “The world that achieves this goal is a revolution in workflow. “He said: “Behind the rich experience is the excellent work process. “

The latest example is Disney, which has just launched a streaming service called “Disney+”. The company has launched ServiceNow’s “ServiceNow Customer Service Management (CSM)” as Disney+ customer service, and has established 40,000 simultaneous chat systems. The service was launched in phases at the end of 2019, but the number of users has grown steadily, with 160,000 daily chats, 200,000 interactions, and 500,000 portal visitors.

Surprisingly, the system was put into production (in production) only five months after standardization with ServiceNow. Dan Shmitt, vice president and chief information officer of Disney’s streaming services, said: “ServiceNow’s customer team participates in weekly internal development team meetings, and its commitment is the same as internal.” They are doing this. “In terms of technology, he evaluated the flexibility of ServiceNow, and said: “We can provide agents with the best bloodletting tools. “