When it comes to business transformation, only one road leads to Rome
Paul Hardy, Evangelist, Chief Innovation Office, ServiceNow
Have you ever stopped to think about how healthy your organisation really is?
Organisational health can be measured in many different ways. Conventionally, it’s financial success that matters most. But the past year has shown us that there are many other facets to business health, not least the health & wellbeing of your employees, and long-term organisational resilience.
Truth be told, the COVID-19 pandemic has made many realise – perhaps a little later than they’d have liked – that business continuity is an essential part of strategy. We’ve seen that living in the here and now can put you in a very sticky situation when things change suddenly.
But we’ve moved that mindset in the past, right? We’re all seasoned experts in change management now, having turned on a sixpence at the onset of the pandemic. Now we’ve got all the platforms and hybrid working tools we need in place, the jobs done.
Or is it?
Resilience is a journey, not a destination
In reality, we’ve only jumped the very first hurdle.
18 months after the arrival of the pandemic, we’re venturing into a new stage of business transformation. At this stage, while businesses have many of the tools, platforms, and other stuff they need to work effectively in place, in many cases they’re still not using them to their full potential.
It might be that the tools don’t communicate with each other effectively. Perhaps the value of a given tool isn’t being maximized. Or maybe it’s that those tools aren’t working in the way that best suits the people who use them.
Whatever it is, these challenges represent a real barrier to business success. Only those who can surmount them can consider their businesses truly healthy.
But for those who aren’t there yet, there’s good news.
From functional to truly effective
The transformation process shows no signs of slowing down. To stay up to date with the world around us, we’ll need to continue to be adaptable, and to emulate the same kind of flexibility we desire in our personal lives, at work.
That means reconfiguring tools and ways of working in the best way possible, allowing people to do the jobs they love, customers to get the best service possible, and business leaders to drive efficiency and sustainable growth.
This is exactly what our latest release aims to do. On 16th September, we unveiled the NowPlatform® Rome release, aimed at squeezing the maximum value of all the tools you already have, breaking down siloes, maximising efficiency, and helping ensure your business is in the best health it can be.
So what exactly does the new release enable?
Use the tech you have, better
No platform is an island, and the smartest technology is no use if it doesn’t have the data and infrastructure it needs to work at its best. What’s the point of a smart, out-of-the-box tools if it’s, well, still sitting in the box?
A key aim of the Rome release is to enable business leaders to better understand and use the tools and the information at their disposal, as well as getting to grips with what ‘good’ really looks like, and what metrics matter. That, in turn, allows you to drive the real growth you need – and expand the benefits of workflow far beyond their traditional home in IT or HR.
New tools like Digital Portfolio Management, for example, offer you a unified workspace where you can comprehensively manage services and applications across your business, while the Hardware & Software Asset Manager consolidates multiple dashboards into a better workspace for day-to-day asset activities – delivering more meaningful, contextual analytics and KPIs that help you understand the state of your business in a single glance.
Fine-tune customer experience
It is obvious, no customers mean no business. In this era of customer experience, improving it is now essential to better business performance.
With the Rome Release, giving customers a better experience doesn’t need to be a challenge.
The Guided Decisions functionality recommends the next best actions to help you resolve your current issues more quickly, ranking actions based on frequency and priority. Elsewhere, Conversation Autopilot allows you to speed up customer assistance and improve agent efficiency by delegating common tasks – taking back control when needed.
It’s just as simple on the ground: Intelligent task recommendations allow Field Service teams to improve technician utilization, as well as recommending tasks to make sure schedules are filled as efficiently as possible.
The Rome release also offers messaging services and playbooks that help you resolve issues more quickly, and get the right messages to customers, when they need them.
Put people at the heart of your business
We’re approaching a future where tools and platforms are not just aimed at business levels or personas, but at individuals. As our world becomes more automated and more personalised, the tools we use in our day-to-day jobs should match how, when, and where we work.
That’s all the more important as employees begin to decide what they want their jobs to look like as we start the return to normality (or a version of normal). If we don’t join the dots and help employees do their jobs well, wherever they are, we’re going to face a whole host of problems in the months and years ahead as different processes and policies clash.
The Rome Release aims to meet employees where they are, wherever they are, and make work happen simply.
Our Journey Accelerator allows managers and department leads to develop personalized templates to accelerate employee productivity, while Universal Request enables HR agents to initiate conversations from within ServiceNow to support employee requests.
Employee Relations delivers efficiency and compliance for agents supporting complex employee case workflows – and the Mobile App builder allows you to build and configure mobile apps, as well as offer native in-app functionality for existing features.
The Rome Release: making businesses fit for the future
The arrival of the pandemic heralded massive digital transformation in the world of work.
But that was just phase one. In this new phase – ‘Digital Transformation 2.0’, if you will – we need a new vision, and the right tools to make that vision a reality.
It’s clear what’s needed: we need to use our existing tools more effectively to better serve our customers, make work easier for our employees, and drive sustainable growth for our businesses.
And with the Rome release, the ServiceNow® Now Platform is the tool for the job.
For more information on how ServiceNow can help you address tomorrow’s challenges as well as today’s, visit ServiceNow.com