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Summary

In 1Q20 Omdia had the opportunity to catch up with the new CEO and president of ServiceNow, Bill McDermott. Even though he hasn’t been at ServiceNow for long, McDermott has an astute view of how this rapidly growing software company can build further. ServiceNow has an opportunity to help businesses overcome technology and process complexities with the Now Platform, which can be utilized across enterprises end-to-end, simplifying and streamlining the way that employees across different business units work and collaborate.

Becoming the digital “platform of platforms” for the enterprise

ServiceNow is keen to play a key part in helping businesses better influence, manage, and measure the employee experience. This needs to be a collective effort – one that is enterprise-wide and impacts all employees. In many ways, successful enterprises are like a successful sports team – comprising individuals with different attributes and skills. Each has a slightly different role but achieves the best results when performing together as a team.

Conceptually, this analogy provides an interesting view about how the employee experience should be architected and delivered by enterprises. Business functions must work better together in getting work done and in delivering better customer experiences. These business functions, like players on a sports team, must perform at an individual level, but must also work together and contribute to the team’s overall objectives. If the team works well together and delivers positive results, both the fans and the players will have a positive experience in much the same way that employees and customers will have a positive experience if business functions work better together.

Perhaps the most interesting takeaway from this conversation was ServiceNow’s clear intent to help businesses better manage and measure employee experiences. This is important, as employee experience can be a very difficult thing to measure. ServiceNow is in a good position to deliver against this growing need as it is a platform built for use across the entire enterprise by different functions, including HR, IT, and customer service teams.

Appendix

Further reading

“ServiceNow aims to become the “platform of platforms” for the enterprise,” ENS001-000098 (February 2020)

“ServiceNow introduces success architects and advocates to help customers achieve more value from the platform,” ENS001-000075 (October 2019)

“ServiceNow’s SecOps and GRC capabilities underpin enterprise digital transformation programs,” INT005-000027 (August 2019)

“How ServiceNow aims to empower the mobile workforce,” ENS001-000058 (June 2019)

“ServiceNow is at a major inflection point in its value to enterprise customers,” INT003-000364 (May 2019)

Author

Adam Holtby, Senior Analyst, Workspace Services

[email protected]

Maxine Holt, Research Director, Enterprise IT

[email protected]

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