How we seamlessly adapt to change and boost efficiency

Adapt to change: group of workers collaborating

Continuous change and economic uncertainty are normal in today's business environment. In fact, 88% of executives believe their customers are changing faster than their business can keep up, according to Accenture.

A unified and intelligent platform can help organisations focus on what matters most—Net Promoter Score, revenue growth and margin expansion—and seamlessly adapt to change.

At ServiceNow, we use our solutions internally to maintain this same focus while ensuring that we're ready to take on whatever comes next. Let's look at three examples:

Self-service and automation

To modernise our technology service operations, we set a lofty goal of zero user-reported incidents. By empowering employee self-service and automating as many operational processes as possible, we've seen the number of IT issues employees report decrease by 59%.

Extensive digitisation means nearly all (94%) changes are approved automatically and critical P1 outages have decreased by 58%. One-quarter of our IT issues are handled by AIOps before any user can be affected.

We use our automated Event Management to correlate events and eliminate duplicates. This has reduced noise by 99%. Virtual Agent technology takes care of about half of all virtual private network (VPN) issues, helping us resolve issues fast.

All these gains have improved IT support staff productivity by 30%, freeing IT workers to focus on value-added, challenging activities rather than administrative tasks. As a result, they're more satisfied in their jobs.

Streamlined software reclamation and requests

Automation using our IT Asset Management solution has also led to some dramatic efficiency and cost-savings success.

As a hypergrowth company, we were struggling to keep pace with exponentially increasing employee software requests. We needed to automate the manual and labour-intensive process of software reclamation and streamline software requests.

Our goals were to improve productivity for both software requesters and IT staff and to reduce our overall spend—while still satisfying (with a positive user experience) the demand of a growing employee base. We also sought to avoid financial penalties for compliance failures.

Using IT Asset Management—including our Software Asset Management product—we were able to save 7,400 labour hours, reduce expenses by $620,000 via improved IT staff productivity and avoid more than $3 million in unnecessary costs for unused licences.

Goal alignment, mapping and project delivery

As IT leaders, my team and I are under pressure to deliver value to the enterprise—fast. We needed a stronger portfolio management approach to help us get the most value from our investments, make faster decisions on changing priorities and track delivery across the entire project portfolio.

The obstacles we faced are common in enterprises: lack of ongoing alignment on strategic outcomes, insufficient data visibility and organisational and informational silos. These obstacles were relatively easy to overcome with our Strategic Portfolio Management solution.

We used Strategic Planning Workspace to align proactively on all our goals and then capture, view, prioritise, map and track them in one place—where all stakeholders have full visibility and information sharing is automated.

The results have been incredible. Aligning our goals to our investment targets resulted in a 5.2 times return on investment. We automated planning for 515 roadmaps and improved efficiency by 80%. And we saw annualised outcomes of more than $425 million across more than 410 releases.

The intelligent ServiceNow platform can also enable your organisation to run a world-class, adaptive technology department. By keeping digital services running 24/7, delivering exceptional IT experiences to employees and customers, reducing expenses for technology assets and enabling organisationwide planning, it can help ensure that your business can pivot quickly.

Find out more how ServiceNow helps organisations adapt to change in our ebook: 4 tips every innovative company needs to succeed in digital transformation.