Eating our cake in bitesize slices
What is now on now and why is it important to our customers?
ServiceNow’s Rob Pickering joined me for part of the Innovation live show earlier this week.
Rob is the senior director for our now on now global programme, where ServiceNow delivers our own value and uses our own platform to deliver value internally to enhance our employee experience.
Rob went on to explain ‘We started now on now with IT but over the last 4/5 years we expanded dramatically and have many different functions globally now using the platform internally. We found which functions haven’t used the platform and started to promote it to these internal teams too. A lot of our internal teams were on Quebec before the new year, which was great to understand any issues that there could have been early. Within 45-30 days out everyone internally is on the new platform. We have a quarterly product review and always report on the platform releases, and being able to create a customer experience as soon as possible. So our internal teams are able to talk about using the platform first hand. ‘
Rob also explained that as a company we are asked by our customers how we rolled something particular out internally and we can match our customers with employees to help the customers with a seamless experience, what the journey looked like.
Any approvals I get from my innovation team, wherever in the business they’re from, I can approve on one simple app, and easily dig into the detail if needed. It’s a very user-friendly experience, without losing the information required.
Creation from all employees as citizen developers
Rob explained that Citizen Development is a mechanism for empowering the individual employee to leverage the platform and the creation and iteration. This is a low code no code environment that allows anyone in the company to come up with an idea, have it approved and go and create with a fairly low technical skill set. And not needing to use a professional developer. It also enables the work to be in the platform which obviously creates more richness and information within the platform. And allows our pro developers to concentrate on the richest development.
Rob created an app for the innovation team to allow us to manage our own engagements with customers, partners, and its now being rolled out at leadership level.
For me I can see how many engagements we have had, who they are, the engagement rating, and many further great metrics we can report on.
Moving back to Knowledge21, we have CreatorCon running and also a hackathon that’s part of the event.
Rob went on to explain that his first knowledge was Knowledge14 in San Francisco, where he attended as a customer. ‘’We had ITSM rolled out and live in 30 days which was unheard of in those days. It was magical being able to hear and see from customers directly, how they had achieved far and beyond what we were achieving at the time. It was extremely inspirational and we went home and rolled out a whole transformational programme and then launched ServiceNow into our marketing department in 2015. That inspiration happens every year, as a customer and still now as an employee inspires me to go back and do something greater as I can see the possible. That feedback loop inspires me to go back every year.’’
We always listen, we try to learn and we act on that feedback – it’s one of Fred Luddy’s mantras and it is very much alive at Knowledge every year.
You can watch the full live session here. And if you haven’t yet registered for Knowledge21 it’s not too late.