ServiceNow, smart cloud drives digital transformation

01net’s special report dedicated to digital transformation reveals the views of the most important international suppliers operating in Italy; Answering our five questions this time is Bernardo Palandrani of ServiceNow, Director of Channel & Alliance della Mediterranean.

What is the technology behind the digital transformation of the Italian economy today?

When talking with our customers, we have seen that “well done” digital transformation is more of a cultural change and a psychological and psychological approach than a technical approach.
company culture ServiceNow is based on Create collaboration and sharing of a single project in the company, Throughout the entire organization: from IT to HR, through customer service. This strategy achieves two goals. The first is to increase productivity by automating and digitizing the workflow between each department, each device, and all departments and service personnel. The second is to enhance employee experience. in short: Increase productivity and convert happy employees into happy customers. Happy customers and happy employees will generate more profits. Research shows that having dedicated and happy employees can increase productivity by 17% and profit by 21% on average.

How to build skills to put them into action and manage them?

In digital transformation projects, it is important to have the support of C-Suite. Our mission is as follows: We build the world of work and work better for people. It is difficult to translate, but I believe anyone who reads it will feel that there is a great and exciting project behind it. There is a parallel line to help understand. Why is our digital private life through smartphones so efficient, simple and enjoyable? Why do things become so complicated when we start working? Different and difficult applications do not speak to each other, complicated processes, and “islanding” effects between various fields.Wait wait the founder Fred Luddy believes that Servicenow is an easy-to-use and super intuitive cloud platform from the very beginning. Servicenow brings the simplicity of the private world to the corporate world. As mentioned earlier, increase productivity and employee satisfaction.

How can Italian companies turn technology investments into value?

Servicenow is a platform cloud clever, Simple and intuitive, enabling the company to improve employee productivity and experience by completing satisfactory work.

However, this goal is not achieved by thinking of doing everything at once, but by small goals that are quickly achieved, the gods Quick winWhen talking to our customers, we identified 3 main quick victories.forit, To speed up the response time of support calls, for which we have established excellent indicators to measure their performance.for Human Resources We focus on simplifying the employee onboarding process.For customer support, improve management work process Support request.

Digital transformation is not like a toggle switch. This is a never-ending process that can start from different points of organization.

What is the meaning of the person in charge of the company’s technological transformation, that is, the system integrator?

Now the system integrators who develop and direct digital transformation projects have a good knowledge of the major markets (telecommunications, finance, industry, etc.) and their business models. Only through these skills can it be possible to develop new business processes to reflect the new demands of global and digital markets for competitiveness. Understanding various cloud platforms and their orchestration is a prerequisite Translating new business strategies into as many smart and intuitive new processes as possible can increase productivity and make the employee experience enjoyable.

What role does system integrator play in the digital transformation of SMEs, often lacking specific skills in information technology?

SMEs are the foundation of the Italian economic structure, but due to limited personnel, they often lack specific skills.in this sense System integrators play an important role in understanding how to provide the best advice to SMEs And implement tailor-made solutions to achieve digital transformation. ServiceNow has developed a managed service provider program to support small and medium-sized enterprises in addressing digital challenges. Multiple Servicenow partners can make suggestions to the company by providing a series of services to the company in the above-mentioned three areas of IT, HR and customer service. This method allows SMEs to make limited investments, does not require specialized personnel, and most importantly, can maintain market competitiveness.