Solutions

  • Products
  • Use Cases
  • Industries
  • WHITE PAPER
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
  • EBOOK
  • 5 steps to transformation
  • A proactive, connected client experience is essential for financial services.

Platform

  • ANALYST REPORT
  • The value of digital workflows
  • Get apps to market in half the time at a third of cost with higher satisfaction.

Customers

  • SUCCESS NAVIGATOR
  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.

Explore

  • VALUE CALCULATOR
  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

Workflow Quarterly: Data to Power Better Decisions


Billy Bean called it the Oakland A’s “lifeblood.” Time Berners-Lee, founder of the World Wide Web, called it “a precious thing.”

Data is the key to turning an idea into a plan. For a business leader, data is the evidence that builds one’s credibility and enables stronger decision-making. Yet, too often, executives take action on gut instinct and experience. While those are two powerful tools, will they be enough to answer tough questions from your employees, CEO or board?

That’s why ServiceNow has launched Workflow Quarterly , a publication dedicated to providing business executives with research-led investigations into the use and impact of workflow digitization. Each quarter, we will publish insights from top journalists and thought leaders to empower smarter, evidence-based decisions on how to invest in technology and what to expect from those commitments.

In the Spring issue, Tom Davenport , the world’s most often cited researcher in the business information systems field, reports on the value of digital workflows, based on 23 interviews with IT executives and two independent surveys conducted by Lawless Research. One survey asked 6477 full-time employees who work with some sort of technology each day about how process automation has affected their work life and goals. Respondents live in Australia, Canada, France, Germany, Hong Kong, India, Japan, Mexico, Netherlands, Singapore, the U.K. and U.S. A second survey of 812 U.S.-based IT executives offered another perspective of the same trends.

Together, this powerful set of data provides some valuable insights. For instance:

· Company: The companies with more widespread work process automation were 2.7 times more likely than those from other companies to report revenues higher than competitors 80% of employees in highly-automated companies say work process automation boosts productivity vs 59% in highly-manual companies.

· Customer: 72% of employees polled in highly-automated companies said digital workflows increase the satisfaction of their customers 76% said it improves the organization’s competitiveness.

· Employee: 82% of employees polled in highly-automated companies say work process automation simplifies their work processes vs 64% in highly-manual firms 74% of employees in the more automated companies said work process automation improves job satisfaction vs 53% in highly-manual companies 72% said it increases time for creativity vs 54%.

Watch Tom Davenport talk about his report here . And, for more insights in your inbox, consider signing up for our Workflow newsletter.

Topics

Featured

  • Security teams working on security operations
    Now Platform
    Now Platform Enables Organizations to Scale DevOps to the Enterprise
    11-18-2019 Our new enterprise DevOps solution will let ServiceNow customers develop better software faster, without compromising quality or increasing risk.
  • Gartner Magic Quadrant Report
    Now Platform
    ServiceNow to acquire Fairchild Resiliency Systems to help companies better manage risk at scale
    11-08-2019 ServiceNow has signed an agreement to acquire Fairchild Resiliency Systems, a business continuity management (BCM) company headquartered in Boston, MA.
  • Gartner Magic Quadrant Report
    Customer Experience
    Customer service from A to Z: A ServiceNow glossary for success
    11-08-2019 The A to Z of customer service. Use this glossary to establish a shared language for your organization’s customer service transformation. 
  • Customer Experience
    Proactive customer service – How to anticipate and solve issues
    11-06-2019 What does it take to establish proactive customer service? In the webinar: “Top 5 Practices: Proactive Customer Service for Digital Services” John Ragsdale, distinguished VP of technology research for the Technology Services Industry Association (TSIA), discusses what proactive customer service could mean and look like for a company.

Trends & Research

DevOps comes to the enterprise
How to harmonize dev and ops
How well do you know your Gen Zs?

Year