Unlocking productivity and creating a great experience
Digital transformation is essential to keeping pace with our pace of growth
ServiceNow is on its own digital transformation journey. We use our own workflow products to build a strong future for IT; proactively manage security, risk, and cost; create engaging employee experiences; reduce customer time to relief; and build cross-enterprise workflow apps fast.
Every day we rely on our own technologies to guide and measure our global digital transformation evolution. We call it the Now on Now program, where we are committed to drinking our own champagne every day.
The power of using our own products
While Now on Now is core to our digital transformation journey, the program doesn’t stop there. Our internal experts—those that implement and support these products internally every day—share the value and performance of the Now Platform with customers. We share the art of the possible through real-world stories of our challenges, implementation journeys, and lessons learned. As Customer Zero, we provide ongoing product feedback to our product development teams, both for our platform releases and solutions.
As first adopters of our products, ServiceNow’s teams are constantly looking for ways to increase execution speed while keeping a razor-sharp focus on employee and customer satisfaction. We rely on the Now Platform to connect people, functions, and systems across ServiceNow—including HR, Finance, IT, Workplace Services, and Customer Support--among others. Native AI, machine learning, mobile, and analytics help us develop and analyze workflows that deliver intuitive employee and customer experiences while enabling us to scale. The Now on Now program focuses on four main technology areas:
Customer Workflows: Delivering integrated customer experiences to reduce time to relief
One of the largest and most mature ServiceNow clouds is the one that supports our technical support engineers (TSEs). This cloud, a collection of different instances, is also one of our busiest, supporting 36 million Community members, 89,000 user portal searches, and 25,000+ cases/month. Creating a seamless customer experience is the goal day in and day out. We use the Now Platform for proactive support and routinely detect and resolve issues before customers are aware of them. This averts services outages, minimizes downtime, and increases customer satisfaction to customers.
ServiceNow Customer Service Management (CSM) enables us to scale our service operations using connected digital workflows that automate work across functions, whether IT, data center operations, or customer support. Self-service is driven by technology such as our Virtual Agent chatbots which use AI algorithms to contextualize customer issues and offer solutions. On the issue remediation side, we are using AI combined with the Knowledge-Centered Service methodology to automate the support agent’s processes by automatically supplying relevant content, eliminating agents’ search time and adding guided workflows to speed up issue resolution.
- 11% increase in case volume and a 44% decrease in median time to relief (with Knowledge article attached)
- 87% of cases are created by customers via a portal or mobile app
- 96% completion rate in Virtual Agent chatbot conversations
- $20.3 million in cost savings due to automated requests through the service catalog on our Now Support portal
IT Workflows: Build the future of our IT operations and proactively managing risk, security, and cost
At ServiceNow, we’re using our Now Platform to digitally transform virtually every area of IT, with the three-fold goal of creating visibility and insight, increasing velocity, and delivering great employee experiences.
Visibility starts with accurate data, and for us that means a centrally managed and controlled Configuration Management Database (CMDB) that gives us a single source of truth for data. This improves visibility and insight, speeds decision making, and enhances reporting.
We manage our IT environment using ServiceNow IT Operations Management (ITOM). Discovery, Service Mapping, and Event Management give us a comprehensive view of all IT resources and services in our enterprise, both on premise and in the cloud. This allows us to monitor health in real time and not only respond faster when issues arise, but to anticipate and proactively prevent them from happening. We use AI and machine learning to drive self-healing, where the system can identify hot spots and problem areas, diagnose the cause, and take action, all without human intervention. Hardware Asset Management (HAM) and Software Asset Management (SAM) help us track assets throughout the entire lifecycle to optimize spend.
As we grow our environment, we use Strategic Portfolio Management (SPM) to plan, budget, and deliver projects on spec and on time. DevOps helps speed software development and deployment by reducing the time spent on administrative tasks.
Just like we use Customer Support Management (CSM) to deliver excellent customers support, we want to provide great experiences to our employees and our support staff. That’s where IT Service Management (ITSM) comes in. Both automate manual tasks and integrate support tools and communications into a single pane of glass to improve the support team’s responsiveness and productivity. Employees can access support through multiple channels, including an Employee Portal, voice, and chat, plus walk-up support at many sites. Mobility lets employees contact support from anywhere via their tablet or mobile phone. Our Virtual Agent and extensive Knowledge Base let users self-solve many basic issues quickly and easily—a support option that users increasingly prefer.
Finally, we use our Security Operations and Governance, Risk, and Compliance products to secure our environment and ensure regulatory compliance. Our entire security program, including many third-party tools, integrates to a single platform, giving analysts a 360-degree view of our security landscape. When threats are detected, automation speeds our response. Vendor Risk Management (VRA) helps us assess the security posture of third parties, so that others cannot access the ServiceNow network through them.
- 58% Reduction in critical outages
- 25% Issues proactively prevented with AIOps
- 50% Employee requests fulfilled through self-service automation
- 94% Employee satisfaction
- 53% Time faster to release apps/workflows using DevOps
- 20% Reduction in security threat response time