New IT Business Management (ITBM) tools in the upcoming
New York release of the Now Platform will smooth the path for those
changes, explained Ben Yukich, Principal Solution Architect for ServiceNow.
Within the Operator Workspace module—unveiled by C.J. Desai in
yesterday’s keynote—a single dashboard will display and prioritize all
alerts. Using Operator Workspace, IT pros will have access to Alert
Intelligence, which leverages AI insights to identify root causes
faster, and Visual Playbooks that recommend prescriptive action to
prevent other systems from being compromised.
Operator Workspace also features a No Code Security Playbook that
allows cybersecurity processes to be automated without writing a
single line of code.
Reinventing employee experience
Breaking old cycles to
improve workflows was also the main theme of the Employee Experience
keynote, led by Blake McConnell, SVP Employee Workflow Products for ServiceNow.
Employees have endured clunky and inefficient HR processes for
years, McConnell said. It’s a problem made more pressing by the
changing expectations of employees.
“Gen Z, Millennials, Baby Boomers—today they all expect a
consumer-level experience at work like never before,” McConnell said.
To win and retain top talent, management must ensure a great
employee experience, said McConnell. The biggest roadblock?
“Management isn’t doing the work,” said McConnell said. “IT and HR are
doing the work, but they’re not aligned.”
To create that alignment, ServiceNow’s Employee Service Center is
already helping to bridge the gap between HR and IT to create smoother
onboarding for new hires. Customers from financial giant HSBC and
technology services company Asurion took the stage to explain how they
executed on that strategy.
New capabilities in the New York release promise to consumerize the
employee experience even more, , McConnell added. He highlighted
mobile onboarding and Virtual Agent integrations powered by natural
Sean McCann, CIO of Corporate Functions at HSBC, explained how
ServiceNow helped the global bank undertake a massive HR
transformation for its 235,000 full-time employees.
“We hadn’t customized our HR systems in 18 years,” McCann said. “It
was a difficult place to start from. But after a two-year process and
with assistance from ServiceNow, we changed the way our people worked
in 66 countries overnight.”
The results have been striking: Today 88% of HRBC workers say they
are highly satisfied or satisfied with their employee experience. A
full 50% of HR processes are now self-service.
Kelly Rosalia, Senior HR Program Manager at Asurion, and Brad
Wirths, Asurion’s Senior Director of Service Management, tapped the
Now Platform’s Employee Service Center to create an employee
onboarding experience that is “remarkably human, delightfully simple
and actually helpful.”
Last year, Rosalia and Wirths attended Knowledge 2018 to learn about
Employee Service Center. One year later, they returned to describe how
the module had transformed their onboarding experience. “The
experience is more human now,” Rosalia said. “It’s much easier and
Employee Service Center allowed Asurion to automate manual processes
and unify diverse systems across siloed departments using one simple
dashboard. Analytics and employee feedback on the portal ensure that
the company can continuously improve its HR services.
“Once we turned on ServiceNow, we could see areas we needed to
improve—even areas where we didn’t know we needed improvement,” said Wirth.