3 ways to overcome operational disruption

Operational disruption used to hit organisations as a short-term supply chain bottleneck or localised trade conflict. Enterprises would absorb the shock and resume business as usual soon after.

The executives ServiceNow leaders speak to across Europe, the Middle East, and Africa (EMEA) say the dynamic has shifted. Geopolitical instability, economic headwinds, and rapid technological change have made disruption an ongoing state.

According to Egon Zehnder, 92% of chief executive officers believe they must make themselves and their teams more adaptable to navigate a volatile environment. At the same time, regulations such as the Digital Operational Resilience Act (DORA) are making resilience a board-level imperative for many organisations.

Forward-thinking leaders are addressing structural weaknesses across systems, processes, and culture. Here are three ways to overcome operational disruption.

1. Build clarity around decision-making

A lack of clear decision ownership and direction can be a barrier to operational resilience. Decisions can stall when ownership is unclear and businesses lose the agility needed to adapt at pace.

A complex hierarchy is often the cause. Global McKinsey research found that two-thirds of senior executives believe their organisations are excessively complicated and inefficient. This can create redundant approval loops and force unnecessary escalations.

Frequent operational shifts in a complex structure can make change management difficult. Research from Deloitte reveals that one in three global employees has experienced 15 major operational changes in the past year. However, only 27% of business and human resources leaders believe their company manages change effectively.

Cathy Mauzaize, president of EMEA at ServiceNow, says, “The most resilient leaders I speak to prioritise decisive action. By delegating decision ownership and communicating clearly about change, they keep work moving without losing momentum during handoffs.” This means:

• Decisions are made at pace.
• Individual leaders can manage team-level impacts.
• Employees continue pulling in the same direction.

Start by identifying where people and AI agents are making choices and where the most common bottlenecks are. Work with leaders across the business to delegate responsibilities, break down siloed approval layers, and clarify who should decide what.

2. Strip friction from execution

Workforces can become more susceptible to disruption when the tools designed to speed up work actually slow it down. Friction emerges when information sits in silos, context is lost during handoffs, and workflows are fragmented across disconnected systems.

Many businesses are missing the AI foundations that unlock execution at scale. According to the ServiceNow Enterprise AI Maturity Index, the biggest blocker is a lack of data accuracy, access, and management.

Organisations without this AI foundation are struggling to capture the full value of AI. Our research shows that while 57% of EMEA enterprises have implemented agentic AI, only 9% are using it to complete multi-step tasks autonomously.

Tapping into advanced AI capabilities could help leaders protect against disruption by scaling productivity. Success with AI depends on high-quality data, an integrated AI platform, strong AI governance, and an AI-ready workforce.

3. Create a culture of innovation

Technology can go a long way towards building operational resilience, but success also depends on organisational culture. Without a culture of innovation, prolonged disruption can impact employees’ ways of working. Teams may grow more hesitant to explore new technologies and innovate processes.

To build a supportive culture, leaders must model the attitudes and behaviours they want to see in the workplace. AI adoption is a fitting example. Microsoft data suggests that factors such as culture, managerial support, and talent practices account for more than twice the reported AI impact (67%), compared to individual mindset and behaviour (32%).

Cultivating an AI-ready environment can help leaders build more productive, resilient operations. They can drive resilience by encouraging AI experimentation, investing in AI skills, and showcasing use cases for employees to emulate.

Resilience helps overcome operational disruption

Treating resilience as a core operating principle can help protect your business continuity in uncertain times. Resilience must shape your approach to decision-making, ways of working, and culture.

Find out how ServiceNow can help you overcome operational disruption.