John Donahoe kicks off
LAS VEGAS—ServiceNow President and CEO John
Donahoe took the stage this morning in front of some 18,000
registered customers, partners and employees at the company’s annual
During his 90-minute presentation , Donahoe laid out an
ambitious vision for the future of work, based on ServiceNow’s
purpose, a core aspect of which is the belief technology should
enable people – and help make the world of work, work better for
He also unveiled a new brand identity for
ServiceNow reflecting this purpose, showcasing the company’s
Customer Success program and previewing new mobile capabilities in
the upcoming ServiceNow Platform (Now Platform) release. “We’re at
an inflection point in history,” said Donahoe. “The next three to
five years will be a revolution at work.”
He compared this
revolution to the sea change in consumer tech experiences over the
past decade since the launch of the iPhone – the advent of
intuitive, cloud-based consumer platform offerings from the likes of
Amazon, Uber, and eBay & PayPal, the company Donahoe ran before
joining ServiceNow in early 2017.
Donahoe argued workplace
IT experiences have generally lagged behind the consumer world.
“With born-in-the-cloud platforms like ServiceNow, there’s no reason
not to serve up the same great experiences at work that we get at
home,” he said.
ServiceNow sells cloud-based workflow
automation software. Donahoe noted there is public debate about how
automation and AI are shaping the future of work. “Is the goal to
eliminate jobs or to enhance the quality of jobs?” he asked,
referring to widespread fears automation will put people out of
Donahoe made clear ServiceNow is in business to
enhance the quality of work. The company’s goal is to provide
experiences that enable people to focus on more meaningful work, not
just be more efficient and productive.
He contrasted the
new ServiceNow logo (play video below), which features a human form
in the design of the letter “o” in “Now,” with the old logo, which
featured an “o” in the shape of a PC power button. The goal was to
place people, rather than technology, at the center of the brand, he
Donahoe described ServiceNow as a proud partner to
the thousands of IT pros in the audience who are using the Now
Platform to deliver great experiences across the enterprise, from IT
to HR service delivery, customer service management and security. He
unveiled ServiceNow’s new Customer Success program, which he said
has been a top strategic priority for the company over the past
Designed to help customers maximize the value of
ServiceNow in their organizations, the program includes dedicated
Customer Success teams and an online hub that presents best
practices drawn from the company’s most successful customers.
Donahoe noted top-performing ServiceNow customers share four
- First, they are committed to using
out-of-the-box functionality, while minimizing customization. This
allows them to accelerate upgrades and benefit from the latest Now
Platform features and tools.
- Second, successful
customers tend to have clear leadership and governance protocols
in place. This allows them to upgrade the Now Platform in weeks,
- Third, they also invest in change
management by working with partners who deploy certified
ServiceNow professionals and are building ServiceNow centers of
excellence inside their organizations.
- Finally, Donahoe
explained the most successful ServiceNow customers use the Now
Platform to drive business outcomes. They set clear goals, and
then monitor and measure rigorously to make sure they achieve
Donahoe reinforced his points by
calling customers to the stage to share how they use ServiceNow to
deliver great experiences for employees and customers. Patricia
Tourigny, senior vice president for HR shared services at
Magellan Health , explained how this healthcare provider used
ServiceNow to build a self-service employee portal called VERN,
short for Virtual Employee Resource Center.
Later in the
Accenture CIO Andrew Wilson explained how his team uses
ServiceNow and other key platforms to deliver great experiences not
just to the consulting giant’s 442,000 human employees, but also to
the thousands of nonhuman algorithms that work alongside them.
“There’s an irony there,” Wilson said. “In an age of ultra-fast
technology, humans are more important than ever.”
ServiceNow’s Founder and Chairman Fred Luddy was seated in the front
row of the audience for Donahoe’s speech. One of the biggest
applause lines of the morning came when Donahoe asked the founder to
stand and recalled why Luddy started ServiceNow in 2004.
Luddy’s goal was to “build a cloud-based platform that would enable
regular people to route work effectively through the enterprise,”
Donahoe noted. And 14 years later, this remains the core of
ServiceNow’s purpose as a company.