Now on Now: ServiceNow’s Journey to the Lightspeed Enterprise

At ServiceNow we’re leveraging the Now PlatformTM to automate and accelerate every corner of the enterprise. That’s what Now on Now is all about—sharing stories about our journey to the lightspeed enterprise. It’s a journey of transformation along three key dimensions that are top-of-mind for CIOs. First, Business Velocity goes beyond simple automation of routine tasks and even cloud-based operations, to where machines completely manage the processes. Second, Actionable Intelligence evolves from static dashboards and backward-looking analytics, to real-time predictive analytics generated by self-learning machine-based intelligence. Finally, the Customer Experience is transformed from online portals and generic mobile capabilities, to a self-service environment where the platform proactively executes work based on individual actions and needs.

I’d like to highlight our first Now on Now example in IT Service Management where we have started our journey to work at lightspeed. Tomer Mekhty, Senior Director of IT, saved the company 1.6 million per year in operating costs by automating over 50 processes and 200 tasks and provided a better experience for our employees. Here are just a handful of process examples:

  • Major Incident Management – The system now identifies the right response team and automatically triggers communication, shortening incident resolution time by 60% and reducing SLA breaches by 58%.
  • Change Approvals – Risk assessment-based change approval ensures faster and more accurate change review.
  • Access Provisioning – Automating access management using self-service and orchestrated provisioning reduces manual effort and increases control.
  • Incident Catalog by Service – Users can select from a drop-down list of common incidents, rather than manually filling in every field.

The benefits of automating ITSM go far beyond the $1.6 million in IT savings (see sidebar). Here are some other key wins:

  • Increased Velocity – As noted above, the time to resolve major IT incidents (e.g., system and network outages) has been cut by 60%. Fixing major IT issues faster sends positive ripples throughout the whole company, particularly in areas like Finance and Sales that depend on real-time data and system availability.
  • Better Visibility and Insight – IT service reviews used to be PowerPoint-based, which was very time-consuming and inefficient. Now reviews are fully automated using ServiceNow Performance Analytics dashboards. And the information that’s displayed on the dashboards is role-based, so every reviewer sees the exact level of detail that’s relevant to their job—no more, no less. (see dashboard)

  • Improved Employee Experience – Self-service allows employees to submit incidents and requests more quickly than calling the Service Desk. Today, 85% of employee incidents and requests are initiated through self-service, enabling IT to focus more of their time on strategic initiatives.
  • Greater IT Job Satisfaction – There’s a huge benefit for our IT colleagues as well: job satisfaction. Automating maintenance-related tasks frees people to work on value-added projects that drive innovation and business growth. Employees who are challenged and growing in their careers are happier and more likely to stay.

Our IT Service Management story is just one of the many ways we’re “drinking our own champagne” with the Now Platform. Stay tuned for more Now on Now stories as we continue our journey to the lightspeed enterprise.

 

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Chris Bedi
Chris Bedi joined ServiceNow in September 2015 and currently serves as ServiceNow’s Chief Information Officer. Prior to joining ServiceNow, Bedi served as CIO of JDSU from August 2011 to March 2015 where he was responsible for IT, Facilities, and Indirect Procurement. Prior to JDSU, Bedi held various positions at VeriSign from April 2002 until August 2011, including CIO, VP Corporate Development, and VP HR Operations. Bedi began his career at KPMG Consulting from June 1996 to April 2002. He holds a Bachelor’s degree in Computer Engineering from the University of Michigan.

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