Future of Work: Develop a Change Mindset with App Engine

10
Future of Work: Develop a Change Mindset with App Engine START

Transcript of Future of Work: Develop a Change Mindset with App Engine

Page 1: Future of Work: Develop a Change Mindset with App Engine

1

Future of Work: Develop a Change Mindset with App Engine

START

Page 2: Future of Work: Develop a Change Mindset with App Engine

2

Change is the New Normal For the last 10 years, digital transformation has been a strategic area of investment for forwarding thinking organizations. Traditional businesses reinventing themselves to meet the challenges of the information age, fend off bold, disruptive startups, and give themselves a competitive edge. Much of that effort has centered around leaders making decisions to initiate change and introducing disruption, but 2020 brought a new player into the game.

COVID may be the ultimate test of transformation readiness as it requires near real-time responses to how we work and where we work. It requires every leader to manage the balance between short term survival and long-term competitive advantage. Smart leaders see the path forward by thinking about change in just that way.

Page 3: Future of Work: Develop a Change Mindset with App Engine

3

Reactive and Proactive Change There are two kinds of change. The first is a change that is proactive and self-initiated. When leaders push their organizations down a transformation path, they are clear eyed on their goals and have an educated idea of the challenges they are attempting to overcome.

The other type of change is one that is thrusted upon you requiring a real-time reactive response. Today it is the pandemic, maybe next month it is a wildfire, a global financial crisis or a devastating regional hurricane. These changes can’t be planned in a specific way. The variables are so numerous, pinpointing the catalyst is nearly impossible.

The one constant is that change is coming. Whether it is proactive or reactive, leaders must have the infrastructure to be resilient and pivot quickly. You must be able to mitigate short term impacts to your business and mission without losing the long-term vision. And the best way to do that is if both can be managed on a common infrastructure. The Now Platform with App Engine is what you need to help you quickly adapt in an environment of constant change, orchestrate new workflows and scale quickly to control situations dynamically.

Page 4: Future of Work: Develop a Change Mindset with App Engine

4

and growing top line revenues. In these challenging times, every enterprise is taking inventory, comparing themselves to their peers, and trying to discern the best practices that they need to adopt in the future. The new priorities center around lowering operating costs and supporting key functions so businesses can stay up and running.

A change mindset is one that is prepared for action in any circumstance. It’s looking ahead, not for what the organization will look like in five years, but how it will react and rebound to market shifts. It’s not just about responding in the short term. It’s also about how you will adapt after the detour and get back on your path to digital transformation.

All about the mindset The modern digital enterprise must have a change mindset. Leaders need to be able to drive change as part of our transformation agendas, but it is also important to be ready to respond. The COVID-19 pandemic forced most organizations to completely mobilize their workforce and some companies found their digital transformation efforts were not mature enough for the shift. Disruption to supply chains, forced closures, and remote service delivery needed to be tracked, evaluated and adjusted to meet the moment.

It’s safe to say shifting an entire business to work remotely wasn’t recognized as a priority on many transformation agendas. Most were focused on innovation, reinventing the business models,

Page 5: Future of Work: Develop a Change Mindset with App Engine

5

Being agile with the ServiceNow App EngineThe City of Los Angeles is a sprawling metropolis comprised of about 4 million people. At the onset of the COVID-19 pandemic, testing was a priority, and government officials wanted to swiftly set up drive-thru testing sites to handing the growing number of requests in a safe environment.

The first concern was around scheduling, and the easiest option was to set up a consumer-grade event scheduling tool. However, city staff quickly realized that wouldn’t be sufficient and opted for the experience they could build fast and deliver faster with ServiceNow. Instead of just making sure cars came at a regular cadence, they were able to manage the entire test site process through the Now Platform. Scheduling, tracking tests, and performance analytics were now consolidated around one system, allowing them to see trends and bottlenecks, resolve them, and optimize their testing capacity.

More importantly, setting up was fast. Working with Cask, a leading ServiceNow business partner, the City was able to

48hrsIdea to production

50kAppointments in first 2 weeks

automate the end-to-end process within a custom application that they were able to build, from prototype to production, in just 48 hours. With speed and agility, over 50,000 residents were able to schedule their own testing during the first two weeks of the service being offered. The success led to the expansion of drive- thru testing across the county, with 25 new locations opening up using the same application.

That is the kind of agility that ServiceNow delivers, allowing organizations to change and reinvent themselves nearly on-demand.

Page 6: Future of Work: Develop a Change Mindset with App Engine

6

How do you respond to change with digital workflows Digital workflows connect people to data and enterprise systems to applications, all while orchestrating actions. They enable us to create the right experiences your customers and employees need to make a better way to work. This becomes even more important in disruptive situations.

For more enterprises, the technology landscape is often fragmented, with different departments working in siloed systems of record that don’t talk to each other. Because of these silos, processes are tracked on paper and spreadsheet, and distributed throughout the organization in email. This is a disjointed way of working, and any missteps can hinder productivity, sap user experience, and increase risk.

Using App Engine on the Now Platform, you can transform unstructured processes into digital workflow applications, offering complete visibility into the end-to-end processes of your business. We call it the “Platform of Platforms” because we allow work to flow naturally across these silos, connecting to external systems, and providing great experience for employees, customers, and partners.

Deliver digital workflows your customers and employees can rely on

Approvals

Requests

Assignments

Notifications

Page 7: Future of Work: Develop a Change Mindset with App Engine

7

ServiceNow’s new strategy for scaleTo achieve scale in application delivery, we need two things – more people who can build apps and less complexity in how they are built.

If we can simplify the technology, we can lower the barrier to entry and enable more people to build their own apps. Instead of relying on a single source of development within traditional application dev teams in IT, which is where the bottleneck usually is, we could expand that resource pool to include business and operations analysts, admins and other roles outside of IT. And not only would that expand quantitative capacity over time, but it would also empower the stakeholders that are most familiar with the business problems, processes and user work preferences to create higher quality experiences within the apps they create.

Simpler technology equals more builders – resulting in improved scalability with higher quality.

Next, we need a faster model to build under. Legacy approaches with complicated programming languages that take years to master is no longer viable. By reducing or outright removing the dependency on code, we can push all the technical complexity back behind the black curtain and focus on solving the business problem.

Using new and innovative capabilities such as natural language inputs, drag and drop interfaces and pre-built blocks of code that can be snapped together, we can go from an abstract idea to a concrete prototype of execution inside of an hour. And with little to no code, there are less errors and shorter testing times that also contribute to faster delivery.

Page 8: Future of Work: Develop a Change Mindset with App Engine

8

Get a fast start with a proven playbook approach

This ability to grow your base of contributing developers while leveraging a common platform of persona-based tooling is the magic combo to speed and agility at scale.

STEP 3:Empower citizen developers and low code capabilities

The first step is automating a critical task that is bogged down in tool sprawl, requiring email or spreadsheet sharing. This is the catalyst. When you’re able to create an initial workflow with immediate business impact it really starts changing the dynamic within the company. The IT team is helping the business understand digital workflows while locking in some quick, big wins to showcase value.

As the COE builds best practices, you can then enable lines of business with App Engine to build the easy stuff. Many simple workflows can be automated by the practitioners who will be interacting with them the most, leaving your developers to focus on the more complex applications that drive higher business value.

Early successes will lead to inbound demand. Through a center of excellence (COE) you can begin outlining core competencies and scaling the output from the IT team. A COE helps divert many of the routine requests, freeing up your core app dev team to do higher value work more rapidly. This is where you start to see early growth.

STEP 1:Build your first digital workflow success

STEP 2:Create a small center of excellence (COE)

Page 9: Future of Work: Develop a Change Mindset with App Engine

9

Our

uni

que

diffe

rent

iatio

n Powered by WorkflowsBuilt on the Now Platform

Now PlatformThe foundation for all workflows

One PlatformOne Data ModelOne Architecture

EmployeeWorkflows

ITWorkflows

CustomerWorkflows App Engine

Workflows and integrations

CMDB Knowledge Base, Service Catalog

Machine Learning,AI & Analytics

Web, Mobile, Conversational UX

Now Platform®

DeveloperTools

All of our ServiceNow workflows and products are built on top of the Now Platform. App Engine is the product that allows our customers and partners to build digital workflows for anything, driving business value by automating complex and simple tasks. It’s fast, flexible, and capable.

Integrate with almost everything – With IntegrationHub, you can pair your internal workflows built on App Engine with out-of-the-box external integrations to ensure backend automation is smooth for your service delivery teams.

Create solutions that focus on user experience – Build workflows on the web or on mobile. With App Engine, you can create apps just like the ones you see in an app store, so your users will know exactly how to operate those applications in minutes.

Intelligence – ServiceNow has built artificial intelligence natively into the platform, making it incredibly intuitive and purpose built for speed and agility.

Customizable to its very core

Page 10: Future of Work: Develop a Change Mindset with App Engine

10

© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.

Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

With App Engine, you can boost productivity, supercharge apps with predictive intelligence, and empower anyone to build and extend workflow apps. All on one platform.

https://www.servicenow.com/products/now-platform-app-engine.html

https://www.servicenow.com/products/integration-hub.html

About ServiceNow ServiceNow (NYSE: NOW) is the fastest-growing enterprise cloud software company in the world above $1 billion. Founded in 2004 with the goal of making work easier for people, ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for more than 6,200 enterprise customers worldwide, including approximately 80% of the Fortune 500. For more information, visit www.servicenow.com.

SN-EB-FutureofWork-072020BACK