Digital transformation is all about people

  • Evan Vafidis
  • Customer Stories
  • Solutions
  • 2021
March 30, 2021

Improving lives through digital transformation

The power of technology can transform organizations. Technology can create new workplaces and new ways of working—and bring new services and exciting opportunities to businesses and consumers alike.

Delivering a major technology program is always a complex journey, full of challenges and, inevitably, a mix of triumphs and setbacks. When things get difficult, it’s important to keep a sense of perspective, to remember all the things that have gone well, and to draw on your experience of how you overcame challenges in the past.

Improving lives

I marvel at what today’s technology is capable of delivering. But, at the same time, it’s vital to remember that technology is, for the most part, simply a way to make people's lives better—whether in work, in their homes, or in society as a whole. Digital transformation programs succeed when teams come together with common goals and a shared desire to get the job done.

So, ultimately, it’s all about people. I’ve been regularly reminded of this fact throughout Uniper’s partnership with ServiceNow. We’ve been deploying the Now Platform® as the bedrock of an integrated and streamlined IT environment across our energy business, which spans Europe, the Americas, and Asia.

Although ServiceNow technology has delivered digital transformation that’s resulted in business and commercial benefits for us, the benefits for our people are just as significant.

Our teams are more motivated and productive. They’re more connected and have a much clearer understanding of how their contributions support the work of colleagues elsewhere. Many low-value, manual, repetitive tasks have been automated, freeing time for our people to engage in higher-value, more challenging, and more rewarding tasks.

A people-first approach

Additionally, our digital transformation has confirmed my view that although ServiceNow is a very successful technology business, it’s ultimately a people business. The company understands success is about enabling people to work collaboratively and to share ideas and expertise.

That’s why its Knowledge® conferences are so impressive—they’re great opportunities to share experiences, learn from others, and help colleagues who face similar challenges.

ServiceNow listens. Whenever we discuss a change in our requirements or an idea that would improve things for us, ServiceNow does its utmost to help. As a result, the Now Platform is constantly evolving—and that’s cool.

Reinforcing the significance of the people dimension confirms my view of the importance of taking internal colleagues with you on the digital transformation journey, setting realistic expectations, listening to their hopes and fears, and putting the user experience at the front and center of our strategy.

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Topics

  • 4 ServiceNow employees who worked on support case creation and auto-agent workflows
    Now on Now
    Streamlining support case creation and administration
    When customer feedback revealed areas ripe for improvement, ServiceNow employees listened and upgraded two support workflows: case creation and auto-agent.
  • Scaled Agile Framework (SAFe): business man looking at phone while standing on bridge overlooking a city
    IT Management
    How the Scaled Agile Framework (SAFe) truly supports business
    The Scaled Agile Framework (SAFe) delivery model can help IT leaders manage the transition from a stability-focused to a continuously evolving infrastructure.
  • The role of the manager: a manager and employee in conversation on a couch
    Employee Experience
    4 ways Manager Hub simplifies the role of the manager
    As the connective tissue between an organization and its employees, the role of the manager is more complex, and more important, than ever before. Learn more.

Trends & Research

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Customer service: smiling businessman on phone walking outdoors
    Customer Experience
    Survey: 3 tips to deliver world-class customer service
  • Enterprise SRE (site reliability engineering): where service reliability and business agility meet
    Application Development
    Service quality and the rising need for enterprise SRE

Year