ServiceNow and the digital future

Making predictions about the future direction of technology has been a popular subject for many writers over the years.?I don’t claim to have a crystal ball, but what I do know is that technology will continue to play a key role in helping our customers and we can look forward with confidence that we are looking at an exciting digital future.

ServiceNow has long been considered a disruptive technology.?When I first worked with the platform in 2007, it changed the market for service desk and ticketing systems.?Since then, ServiceNow has disrupted numerous markets and gained leadership status in multiple sectors from ITSM and Enterprise Service Management to Strategic Portfolio Management and low code application platforms.

Helping our customers change the world

At the ServiceNow Centre of Excellence, we are fortunate to work with this fantastic platform as well as some of the world’s greatest organisations in fields such as financial services, pharmaceuticals, telecommunications, media and more.

What we do is summed up by this excerpt from the 2023 Computacenter Annual Report.?“Our Purpose is helping our customers change the world.”?Breaking this down further, we bring the know-how to help enable our customers to deliver digital experiences to their employees and customers, using the Now Platform.

The pace of change and innovation in the Now Platform is showing no sign of slowing down.?We have the opportunity to help our customers make best use of the latest technologies such as AI to manage their businesses more effectively.

Synergy with ServiceNow

ServiceNow’s stated goal is to ‘empower customers with scalable, purpose?built solutions that help them stay a step ahead in serving their own employees, customers, and citizens’.

I’ve said before that there is a great deal of synergy between Computacenter and ServiceNow.?We share a passion for working with great organisations, enabling their world to simply work better.

And we’re not just doing this for our customers, we’re doing it for ourselves too. Computacenter continually invests in improving its platforms to provide improved customer service, efficiency and innovation, and ServiceNow is one of the major technology platforms that we are using to achieve this.

Innovation and the power of generative AI

I am starting to read and hear a lot about generative AI. In this case, its ability to enhance the capabilities of enterprise software platforms such as ServiceNow is particularly exciting.?Our customers continue to demand innovation that reduces their cost base and enhances the experience of their users.?Any technology that can further streamline and automate complex business processes to drive efficiency and productivity gains is therefore to be welcomed.

We are already seeing how generative AI can disrupt existing technologies in search and content creation.?I believe that we are at the start of a new wave of applications in the business world that will lead to similar disruption in other markets.

We know that ServiceNow is investing in the AI capabilities of the platform.?It has described its strategy to embed generative AI across the Now Platform as helping to enable truly conversational self-service experiences.?This has the potential to elevate interactions with virtual agents to become more natural and helpful – something that will be welcomed I am sure in both the consumer and business world.

With its ability to process and analyse vast amounts of data, generative AI algorithms can identify patterns, trends, and anomalies that may go unnoticed by human operators. This enables ServiceNow to offer proactive solutions, optimise workflows, and predict potential issues, ultimately leading to improved decision-making and operational excellence.

The combination of generative AI and ServiceNow empowers businesses to automate routine tasks, unlock valuable insights, and deliver a seamless and intelligent digital experience to users, all of which contribute to increased efficiency, cost savings, and enhanced customer satisfaction.

Banish boredom with an exciting digital future

Computacenter offers employees a safe and stable working environment that benefits from strong, long-term organisation and planning.?And the future of our ServiceNow practice means that we will continue to work on exciting projects in a fast-moving industry with great customers.

In the digital future, we will continue to see a broad range of industries and customers which means no two projects are alike. For our ServiceNow experts, there will always be large customers and opportunities to work on interesting projects.?This is called out time and again by our consultants as something they really enjoy and value.

I believe that projects also stretch our consultants which helps further their skills and development. This was reinforced from feedback during a recent survey of our consultants.?I’m proud of the fact that they tell us that they don’t get bored!