Insights from a ServiceNow Expert: An Interview with Simon Wright

Introduction

In the rapidly evolving world of IT service management, ServiceNow has emerged as a key player. To gain deeper insights into this platform, we had the opportunity to interview Simon Wright, the practice lead at Sopra Steria, who shared his extensive experience with ServiceNow, from its nascent stages to its current, expansive form.

The Evolution of ServiceNow: A Practitioner's Perspective

Simon Wright's journey with ServiceNow began at East Midlands Ambulance Service (EMAS), where he first encountered the platform. Simon recalls, “I was given a project called ServiceNow and I was like, okay, what's this?” His initial curiosity turned into a profound understanding as he delved into the platform's capabilities.

Reflecting on the evolution of ServiceNow, Simon notes, “It's gone stratospheric...from Zero to Hero very quickly.” He emphasizes the platform's rapid development and ability to adapt to business needs by hiring the right people at the right time. Simon believes in the power of foundational knowledge, likening ServiceNow to building a house: “Once you get the foundation...you then basically put on the levels that you need to do.”

Building a Career in ServiceNow: Skills, Passion, and Networking

For those starting in the ServiceNow industry, Wright underscores the importance of understanding the basics and building upon them. He advises, “Learn how ServiceNow works, understand the common services, data model, CMDB, etc.”

Simon also highlights the crucial role of passion in one’s career. “You need to have the passion, the drive, and the understanding of what ServiceNow can do,” he says. He encourages professionals to think creatively about the application of ServiceNow and to continuously expand their skill set.

Networking within the ServiceNow community is another key aspect emphasized by Simon. He advocates using platforms like LinkedIn and attending ServiceNow community events to connect with experts and stay abreast of the latest developments. “Build up your community... there are people with such immense knowledge that will be able to help you,” Simon suggests.

Leadership and Teamwork: The Core of Success

A significant portion of the interview was dedicated to discussing leadership and teamwork. Simon believes in the power of a supportive team and the importance of recognizing individual contributions. “If somebody's done a really good job, you single that person out...it’s all about recognizing the team behind you,” he states.

Simon also touches on the importance of resilience and adaptability in facing challenges. He shares his strategies for managing stress and maintaining mental health, emphasizing the need for a balanced approach to work and life.

Conclusion

Simon Wright's insights provide a valuable perspective for anyone looking to establish or advance their career in the ServiceNow ecosystem. His emphasis on foundational knowledge, passion for the platform, the importance of community networking, and the value of leadership and teamwork offer a comprehensive guide for navigating the dynamic landscape of IT service management with ServiceNow.

Through his experience and wisdom, Simon not only sheds light on the technical aspects of ServiceNow but also highlights the human elements essential for success in this field. His interview is a testament to the power of curiosity, continuous learning, and the importance of nurturing professional relationships.