Changes. Everyone throws that word out these days to the point it almost seems meaningless. However, no. According to the 2021 EY CEO Imperative Study, nearly two-thirds of CEOs believe that technology and digital innovation will have the greatest impact on the future success of their businesses.
In fact, 68% of these CEOs plan to make large investments in technology throughout 2022. In particular, the study found that increasing the use of artificial intelligence (AI) is one of the top three priorities for C -level executives aimed at advancing organizational growth, followed by disruptive change.
It is no coincidence that innovation is also a top priority as technology is empowering it today. Often, however, technology prevents change. Too many organizations believe they have to live with things that work like these, including archaic, legacy systems and a patchwork process. But trying to disrupt these resources is time consuming and ineffective, robbing the organization of the time and means needed to drive change.
Change requires efficiency
The key to innovation, innovation, and the exploding growth that can follow is what we call technology excellence at ServiceNow. It is driven by four business needs detailed in our Technology Excellence Handbook. These imperatives will create countless opportunities for IT teams to devote their time to what’s next and what can allow the enterprise to outperform the competition:
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Automation and optimization of service operations for seamless, always-on technology services, whatever comes your way
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Accelerating software innovation throughout the enterprise through the extensive use of leading architecture and delivery skills
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Modification of security operations to respond effectively to mitigate ever-changing security risks, despite increasing complexity over attack, threat volume, and skill gaps
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Reducing costs and risks for software, hardware, and cloud resources through systematic management of the complete technology asset lifecycle
3 goals that inspire excellence
Enabling those are three strategic goals — the air under the wings of imperatives, so to speak. The objectives provide reasons for implementing imperatives and guide technology decisions that lead to the fastest and most effective business change. Let’s look at these goals and examples of businesses that take them to heart.
1. Build a modern connected foundation and reinvest
Reshaping how your teams provide and enhancing value can communicate that value throughout the business — across all the key IT and security functions that teams perform.
Example of action goal:Accenture’s 624,000 employees can now access technical support through a single portal, compiled from 15 legacy portals. Employees no longer need to know which department should handle their questions. They can resolve issues quickly, so they can concentrate on their important client work.
2. Put people first by creating the best experiences
As you enable exceptional IT interactions for employees and customers, you can develop an environment of meaningful, creative work for your teams. At the same time, you can take care of your teams engaging in projects that offer unlimited business benefits.
Example of action goal: Finance of America users can connect to the service desk via a support portal, mobile app, or agent chat to resolve 82% of issues on first try and 50% faster than the industry average. Onboarding is streamlined for hundreds of new employees each month, with requests being fulfilled 2.4 times faster than at similar companies.
3. Drive change through better technology
To stimulate continuous growth, you need to prepare all your teams to safely deliver leading-edge technology.
Example of action goal: Cox Automotive has customized a ServiceNow module to access software data and move from zero to approximately 70% visibility of its assets, with 97% software ownership and consumption data recognized. The company saved $ 150,000 in the first year by optimizing software usage.
Learn more about how to achieve technological excellence in our ebook.
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