ServiceNow automates workflow to improve employee experience

“We created the world of work and created better jobs for people”: In the words of its CEO, summarized as follows John Donajo, ServiceNow’s mission, which is a provider of cloud-based platforms, aims to make digital experiences better at work and life.

Faced with disruptive realities such as Netflix and Tesla, ServiceNow was founded in 2004 and was recently named the world’s most innovative company by Forbes. It satisfies consumers who are increasingly accustomed to enjoying digital enjoyment through a modular platform The new needs of experienced employees are completely cloud-based. From the user’s point of view, the user experience is simpler, more dynamic, and more direct. It can be used anytime and anywhere and the OPEX model can be enabled, so that the company can save costs by paying rent. Cost saving and higher efficiency.

“Current Service Platform – spiega Rudolf Falcone, Mediterranean Services AVP is now- Users are associating various business processes in an extremely modular way, in response to users’ changes in the world. Users have completely changed their relationship with technology, and they need to do things in smarter and smarter ways because they usually Start with a module that automates the process (IT is the driving force), and then export the model to other processes to improve efficiency and provide better services to employees.”

The platform is constantly updated: the latest version of Kingston was shown during the event Knowledge 18, The event was held in Las Vegas, attracted more than 15,000 visitors and displayed a new logo that emphasized the way people always stay centered.

“La ServiceNow platform – He claimed Nicola Atticus, ServiceNow Italy, Solution Consulting Manager -Manage all departments that provide services by providing employees with a digital experience, which translates into optimization and savings. It starts from IT and then develops to human resources, customer service, security and applications (ServiceNow is a true platform, you can develop applications by simply starting the service without installing a server).

News: How the platform evolves

During Knowledgment 18, we discussed how the platform will evolve, and it must be developed to achieve greater integration of artificial intelligence to achieve ever-increasing process automation.For example, in the novelty presented, stand out Virtual agent, This is a new bot dialogue technology that can use the platform to automatically resolve requests (such as resetting passwords) to process customer and employee requests from start to finish.

Recent acquisitions (including the acquisition of startup Parlo) integrate natural language processing into the platform, proving the importance of AI in the ServiceNow strategy.

Other news: Process designer, Manage complex processes in a natural way without code; Integration Center Dialogue with other systems such as ERP; Yes Enterprise DevOps It will only be included in the Madrid version in 2019 to bring software development capabilities to the platform.

However, if the company initially chooses ServiceNow for IT processes, then one of the issues that has indeed become more and more mainstream is the human resource problem, the purpose of which is to propose a portal for managing all human resource needs.

CHRO agenda

The latest ServiceNow survey, “New CHRO Agenda: Employee Experience Drives Business Value” involves 315 HR managers in 7 European countries including Italy. According to HR managers, this is the driving force of digital transformation. The employee experience and talent themes are at the center, which requires them to use the same standards in their daily lives.

Research shows that American companies are achieving digital transformation faster than European and Asian companies. 32% of human resource managers in the United States said that their main task is to make human resources more digital and efficient, while in Europe, this proportion is 20% and in Asia 15%. 38% of the US sample also claimed to have increased investment in digital technology, while in Asia, the proportion was 21% and in Europe it was 15%.

Improving employee experience through the use of personalization, predictive and continuous technologies is at the core of digital transformation. The future is clear: more than half (56%) of human resource managers surveyed said that in the next three years, the ability to create digital and consumer employee experiences will become increasingly important.

With Italy as the center, for 84% of human resource managers, senior managers put talented professionals first, the highest percentage in Europe. They are also the safest (58%) when they recognize that they have hired the right employees to achieve future business goals, especially in the next three years (96%). Italy’s CHRO is also the person who is generally considered to be most responsible for driving business performance (76%, compared with the European average of 65%, North America’s 66%, and Asia’s 59%). The other side of the coin is that despite the importance of professionals, only 9% of the sample companies have truly adopted the digital transformation of human resources and employee experience.