Customer Experience
Technology excellence: The key to business transformation
Transformation. Everyone’s throwing that word around these days to the point it almost seems meaningless. Yet, it’s not. According to the 2021 EY CEO Imperative Study, nearly two-thirds of CEOs believe technology and digital transformation will have the greatest impact on the future success of their enterprises.
In fact, 68% of these CEOs plan to make big-time technology investments throughout 2022. In particular, the study uncovered that increasing the use of artificial intelligence (AI) was one of the top three priorities for C-level executives seeking to propel organisational growth, followed closely by disruptive innovation.
It’s no coincidence that innovation is also a top priority because technology fuels it today. Yet, too often, technology hampers innovation. Too many organisations believe they need to settle for things working as they are, including archaic, legacy systems and a patchwork of processes. But trying to muddle through these resources is time-consuming and inefficient, robbing the organisation of the time and means needed to drive innovation.
Transformation requires excellence
The key to innovation, transformation and the explosive growth that can follow is what we at ServiceNow call technology excellence. It’s driven by four business imperatives 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 enable the enterprise to outperform the competition:
Automating and optimising service operations for seamless, always-on technology services, no matter what comes your way
Accelerating software innovation across the enterprise through the at-scale adoption of leading-edge architectures and delivery practices
Transforming security operations to respond effectively to mitigate ever-changing security risks, despite increasing attack surface complexity, threat volumes and skills shortages
Reducing costs and risks for software, hardware and cloud resources by systematically managing the complete technology asset lifecycle
3 objectives that inspire excellence
Powering those are three strategic objectives—the wind beneath the wings of the imperatives, so to speak. The objectives provide the reasons for executing on the imperatives and guide the technology decisions that will lead to the fastest and most effective business transformation. Let’s look at these objectives and examples of enterprises that have taken them to heart.
1. Build a modern connected foundation and reinvest
Reshaping how your teams provide and enhance value can promulgate that value across the business—in all the fundamental IT and security functions the teams execute.
Example of the objective in action: Accenture’s 624,000 employees can now access technical support via a single portal, consolidated from 15 legacy portals. Employees no longer have to figure out which department should handle their queries. 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 extraordinary IT interactions for employees and customers, you’ll foster an environment of meaningful, imaginative work for your teams. At the same time, you can nurture your teams to engage in projects that offer boundless benefits to the business.
Example of the objective in action: Finance of America users can connect to the service desk via the support portal, mobile app or agent chat to get 82% of issues resolved on the first attempt and 50% faster than the industry average. Onboarding is streamlined for hundreds of new employees every month, whose requests are fulfilled 2.4 times faster than at comparable companies.
3. Drive innovation through better technology
To spur continuous growth, you need to equip all your teams to securely deliver leading-edge technology.
Example of the objective in action: Cox Automotive customised a single ServiceNow module to access software data and moved from zero to around 70% visibility of its assets, with 97% of software ownership and consumption data recognised. The company saved $150,000 in the first year by optimising software usage.
Find out more about how to achieve technology excellence in our ebook.
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