ServiceNow also improved security operations productivity by 7x using
its Security and Operations products to automate workflows for
incident response. Because Security Operations is integrated with the
Now Platform,analysts have instant access to IT configuration data in
real time. This accelerates investigation and reduces the burden on
the IT department.
“Often times the handoff between security and IT is manual, and
information and speed are often lost in that process,” says Yuval
Cohen, Chief Information Security Officer at ServiceNow. “Speed of
course is very important when delivering a patch or some type of
remediation. So, security and IT need to integrate to help ensure a
sufficient risk posture. The same prioritization that security is
using should get handed off to IT so they are looking at this from a
single pane of glass.”
Having data in Security Operations rather than in spreadsheets or
other tools allows analysts to spend more time on other efforts, such
as refining alerts and creating knowledge base articles.
“With the Now Platform and our own out-of-the-box products, we
transformed IT and reduced costs across our operations,” Chris says.
“However, not all costs are created equal. It’s really important to me
that we eliminate wasteful spending and that our investments deliver
the value we expect. Moving 13% of our budget from run to innovation
is what I mean about getting better value out of our spend.”
ServiceNow improves the employee experience and accelerates
onboarding with HR Service Delivery
ServiceNow used the Now Platform to transform the company’s
new-hire onboarding experience.
“We’re growing our headcount significantly each year and onboarding
a lot of people in a short amount of time,” explains Pat Wadors, Chief
Human Resources Officer at ServiceNow. “This presents both an
opportunity and a risk. How do you onboard thousands of people in an
efficient and personalized way that reinforces your culture and
expectations, makes them feel welcome, and helps them start
successfully on day one?”
To allow the company to better scale globally, the HR team deployed
ServiceNow HR Service Delivery. Our company’s employee service center
provides an easy-to-use and one-stop shop for new hires. Prior to day
one, new hires can view their action items and complete onboarding
tasks anytime, anywhere, from any device. Progress is tracked, so they
know what’s done, due, or overdue.
“We now have a single, onboarding solution across the company,”
explains Danielle Lulley, Sr. Manager, HR Applications at ServiceNow.
“By taking a digital approach, we achieved an 86% new-hire
satisfaction score and can onboard employees 60% faster than before.
Plus, many of those new hires are millennials who expect consumer-like
experiences at work as they do in their personal lives. We need to be
on the forefront of employee experience to attract the best talent.”
“But improving the employee experience goes beyond new-hire
onboarding,” says Chris. “We are simplifying processes and digitizing
workflows across our company in legal, finance, procurement, internal
audit, and partner operations to make employees’ lives better. To
date, we have a $14M cost avoidance across these five departments.”
With Customer Service Management, ServiceNow intelligently fixes
problems before customers know they have them
Between 2013 and 2015, low-priority customer cases grew over
three times and keeping the status quo would have resulted in over
100,000 similar cases by the end of 2018. Digitizing customer service
management was needed to eliminate customer outages and scale support
and cloud operations to meet the needs of our growing customer base.
ServiceNow integrated IT Operations Management discovery and event
management with customer service management to help ensure proactive
notification when issues arise and immediate resolution before
customers are even aware. The company also redesigned its customer
experience to drive more self-service via knowledge management, and
implemented virtual agents to drive action to instantly take care of
common customer requests. This drives up customer satisfaction and
lets the support team focus on the most urgent problems for customers.
Between 2015 and 2017 ServiceNow increased its customer support NPS by
11 points and achieved$13.4 million in agent productivity gains.
Anand Verma, ServiceNow Vice President of Global Support, reports
that the digital transformation of customer service management is
helping the company reimagine the entire customer service experience.
“In the last two years alone, we achieved a 25% case deflection
through our service portal because customers can resolve issues
through fast, efficient self-service,” he says. “As a result, we had
12% lower case growth than customer growth.”
ServiceNow employees are proud of and empowered by business success
driven by the Now Platform
Across the company, ServiceNow employees are justifiably proud
of the impact the company’s solutions have had on key aspects of its business.
By focusing on three strategic elements—velocity, productivity, and
experience—Chris’ team used the Now Platform to drive scalability,
save time, reduce routine work, and drive analytics for better
decision making across the enterprise.
According to Gio Bocao, Director of Strategic Initiatives at
ServiceNow, in just 16 months ServiceNow saved 1.1 million manual work
hours. “To get those million hours, we worked with every department
that used ServiceNow products to perform their work,” he says. “Nearly
half of the 1.1 million manual hours saved by ServiceNow were achieved
through customer-facing efficiencies.”
