Archive for ServiceNow

ServiceNow Survey Reveals Canadian Employees Need More Balance & Better Technology To Be Productive Working From Home During COVID-19

Posted in Commentary with tags on June 18, 2020 by itnerd

Many Canadians have settled into working from home during COVID-19, but employers have room for improvement to make working from home more productive for all employees. A new survey commissioned by ServiceNow reveals Canadian office workers want to–and anticipate they’ll need to–continue working from home for the foreseeable future, and they expect their employers to address key challenges to make working from home work better.

Results from ServiceNow’s Work From Home Productivity Study, which polled 1,000 Canadian office workers, reveal one in three employees are feeling less productive in their current work from home environment. They cite not having the proper set up, tools and technology to enable them to be more productive—even after working remotely for more than two months. 

Employees struggle with their physical and mental workspace

Before COVID-19, many Canadian office workers had dedicated spaces for working and living. With the onset of the “new normal,” blending the two into one has been difficult for many employees, and even more so for those with little prior experience working from home.  

  • One-quarter of Canadian office workers who previously had never worked from home still do not feel properly set up to do so effectively (26%), compared to 5% who had worked from home before. 
  • One in three office workers are less productive in their current work from home situation than they were in their usual workspace (32%). 
    • Employer preparedness for the work from home transition plays a role here, as decreased productivity rises to 44% among those who say their employer was unprepared.  
  • 37% say technology is a barrier to productivity. Other barriers to productivity include: taking care of others (29%); mental state, including anxiety about the current state of the world and isolation from living alone (28%); and lack of a dedicated space for work at home (23%)

Despite increased reliance on technology, issues persist when working from home 

Technology is critical to enabling work and connecting employees to their colleagues and organization. Despite that, many of the issues that employees working from home face today are directly related to tech: 

  • Months into working from home, tech issues are the top barrier to productivity (37%) and a whopping 83% of Canadian office workers feel their employer is not meeting their needs very well when it comes to supplying them with state-of-the-art technology. 
  • Improved technology would help increase productivity for half of Canadian office workers (51%), identifying an opportunity for improvement even among those who have not reported tech as a barrier to productivity.  
    • 26% would be more productive with increased access to tech software that enables communication, collaboration, workflow management, HR technology and remote onboarding/training. 
  • Almost 9 in 10 Canadian office workers (85%) report relying on technology in both their work and personal life more now than they ever have before. 

Flexibility is key when working from home 

Canadians have new expectations about working from home today and in the future, and employers should be prepared to meet these needs. Even after physical distancing measures are lifted, 9 in 10 Canadian office workers say they want to work from home with an average preference of 14 business days a month – about 67% of the time. 

  • Half of employees (50%) are utilizing the flexible work hours their employer offers, a significant 32% increase from pre-pandemic.  
  • 68% of Canadian office workers say work-life balance is very important to them during this time. 
  • Competing obligations are a challenge. 55% of working parents say they have a lot of personal responsibilities that get in the way of productivity when working from home. 
  • Working from home does have personal benefits, including saving time commuting (69%) and saving money (62%), leading to more time for personal hobbies and projects (57%).  

Additional survey findings can be found here

ServiceNow K20 Continues With Release Of New App Suite To Help Employees Return To The Workplace

Posted in Commentary with tags on May 19, 2020 by itnerd

ServiceNow continues its Knowledge 2020 Digital Experience with an announcement of ServiceNow Safe Workplace, a four-app suite and dashboard designed to help companies manage the essential steps for returning employees to the workplace and support everyone’s health and safety.

With nearly 80% of Fortune 500 companies using ServiceNow technology, ServiceNow Safe Workplace promises to reach a significant portion of the workforce. ServiceNow is making the apps immediately available today (press release here and hi-res imagery and b-roll here), including:

  • Employee Readiness Surveys: Helps organizations gauge their workforce’s level of preparedness to return to the workplace by presenting and capturing employee responses to a series of questions that address employees’ personal readiness for and level of interest in returning to the workplace. 
  • Employee Health Screening: Enables companies to screen employees before entering the workplace to ensure compliance with entry requirements such as temperature check and PPE allowing employers to determine if it’s safe for the employee to enter the workplace.
  • Workplace Safety Management: Allows facilities and workplace services managers to quickly configure clean and hygienic, socially distanced workspaces so that employees can safely return to the workplace. 
  • Workplace PPE Inventory Management: Helps organizations manage and monitor their PPE inventory needs to ensure the physical safety of their workforce. 

Top Knowledge 2020 Sessions this Week

Below is a quick snapshot of key sessions you may want to tune into.

This Week’s executive sessions:

  • ServiceNow’s CIO Chris Beedi and SVP of Global Technical Support Dean Robison share how digital workflows on the Now Platform delivered over $100M in value by driving digital transformation across its business. 
  • Lara Camia, ServiceNow Chief Strategy Officer, wife, and mom of three, will share how working women can achieve success and inspire others. 
    • Tune in Wednesday, May 20, at 12:15am ET

Customer sessions taking place this week:

  • How USAA moved from Excel to ServiceNow’s Vulnerability Response solution in just 90 days.
  • How Lowe’s is using ServiceNow’s HR Service Delivery solution to streamline its outdated manual HR processes.

Check out virtual highlights from Knowledge 2020, Week 2, here, including:

  • How 7-Eleven overhauled its customer experience to offer immediate, multi-channel customer support and redefine “convenience” for the modern world with a new mobile app and delivery offering.
  • How Swiss Re has undergone a decade-long journey with ServiceNow, most recently using ServiceNow to manage a $1 billion-plus operations budget across IT, finance, sourcing, legal, HR and more. 

ServiceNow Kicks Off Knowledge 2020 Digital Experience

Posted in Commentary with tags on May 5, 2020 by itnerd

ServiceNow has kicked off its six-week-long Knowledge 2020 Digital Experience with brief keynotes focused on the Now Platform and IT, Employee and Customer Workflows. Knowledge 2020 content will be available for free starting today, and new sessions, channels and content will be made available each week through June 12. 

The company also made several announcements spanning key partnerships, acquisitions and new innovations across its IT, Employee and Customer workflow offerings. These announcements build on ServiceNow’s Q1 earnings results from last week, which show the resiliency of ServiceNow’s business in the COVID-19 era, as enterprises accelerate their digital transformation initiatives to support the at-home-workforce and work outside traditional office environments.

The announcements include: 

ServiceNow Makes No Layoff Pledge for 2020

Posted in Commentary with tags on April 15, 2020 by itnerd

ServiceNow is committing to protect the jobs of its 11,000-plus global workforce through 2020 despite the economic uncertainty of the COVID-19 pandemic. The company also expects to keep hiring for new jobs worldwide this year. In addition, ServiceNow expects to continue to protect the jobs and salaries of several hundred support staff and contractors who are not working while ServiceNow’s offices remain closed.

ServiceNow has continued to hire and onboard new employees throughout the COVID-19 pandemic. The company expects to create and fill more than 1,000 new jobs in the U.S., and more worldwide, by the end of 2020. Additionally, this summer the company will welcome approximately 360 college interns from around the world to work across its business. As a digital workflow company, ServiceNow has been able to quickly pivot to a digital internship program, maintaining the ability to provide college interns valuable career experience, even if employees continue to operate in a work-from-home environment. ServiceNow’s employees worldwide have been working from home since mid-March and expect to continue to do so until June 1.

Additionally, ServiceNow, along with Accenture, Lincoln Financial Group, and Verizon, this week announced People+Work Connect, a collaborative online employer-to employer initiative that will bring together companies with workforces laid off or furloughed due to COVID-19 with those in urgent need of workers. More than 800 ServiceNow jobs will be posted through this collaborative effort. At no charge for employers to join and participate, the initiative is intended to help shorten the complex, lengthy cycle of finding new employment. For more information, visit: https://peopleworkconnect.accenture.com/welcome.

Helping Customers Respond to COVID-19

ServiceNow is continuing to work aggressively to support its customers during this challenging time, including helping local, state and federal agencies better manage and coordinate emergency response efforts by utilizing ServiceNow’s digital workflow platform technology and no-charge COVID-19 emergency response applications.

Washington State’s Department of Health, a ServiceNow customer, initially created the Emergency Response Operations app on the Now Platform to manage their own response to COVID-19. Working with ServiceNow, the Department of Health has made the app available to all government entities at no charge. 

In addition to the State of Washington’s Emergency Response Operations app, ServiceNow recently developed and introduced three, no-charge community apps: Emergency Outreach App, Emergency Self Report App and Emergency Exposure Management app. These community apps are part of a broader Customer Care Plan launched by ServiceNow in March to support its customers as they focus on maintaining business operations during the COVID-19 pandemic.

Examples of organizations leveraging ServiceNow to support their COVID-19 efforts include:

  • The City of Los Angeles, which was able to implement drive-through COVID-19 testing using the Now Platform. Within 48 hours of deployment, the City pushed their portal live to 16 million citizens who can now research and verify symptoms, schedule an appointment and choose a drive-through testing location.
  • The Calgary Catholic School District, which used the Now Platform to enable staff with links to critical information for a seamless, rapid transition from teaching in the classroom to educating from home. This continued student learning was made possible because of the simplified employee experience made available to their teacher
  • A US retail company, that was able to rapidly respond to the influx of human resources cases for emergency paid leave requests due to COVID-19 by using the Now Platform. Within 96 hours, a mobile application was built and deployed to 330,000 employees globally.
  • A large City in the U.S., which deployed an application on the Now Platform to assist 1.8 million of its citizens in need of food and distribution of other necessities during the COVID-19 pandemic.

More information about ServiceNow’s customer care plan, including accessing the community apps, can be found at servicenow.com/crisisresponse.

ServiceNow and its employees also have committed $1.5 million in cash donations to help COVID-19 response efforts. ServiceNow will make $1.225 million in corporate grants to the United Nations Foundation; the Centers for Disease Control Foundation; the NYC Mayor’s COVID-19 Emergency Relief Fund; the Silicon Valley Community Foundation COVID-19 Coronavirus Response Funds; and Second Harvest of Silicon Valley. Employee matching gift campaigns will raise additional funds to benefit non-profits in the local communities where our employees live and work. 

A Quick Follow Up On ServiceNow’s Release Of New, Free Emergency Response Apps

Posted in Commentary with tags on March 27, 2020 by itnerd

As a follow up to my story about ServiceNow’s release of new, free emergency response apps to support its public and private sector customers in managing the COVID-19 pandemic, I wanted to share that, just over one week later, nearly 1,000 organizations across all sectors are using the apps to help manage their response.

Additionally, ServiceNow is amplifying the potential impact by working with partners including Accenture, Deloitte, DXC Technology, EY and KPMG to bring the apps to their customers. 

These applications are helping government agencies and enterprises manage complex emergency response workflows and connect with employees to assess the impact.  

You can find the full details in the release from ServiceNow here. 

ServiceNow Releases Four Emergency Response Apps to Help Customers Navigate COVID-19 Crisis Management

Posted in Commentary with tags on March 17, 2020 by itnerd

ServiceNow today announced a customer care plan to support its public and private sector customers in managing the COVID‑19 pandemic.

As part of this effort, the company has announced four new community apps to help its customers, including government agencies and enterprises, manage complex emergency response workflows. These apps are now available at servicenow.com/crisisresponse for customers to access free of charge through September 30, 2020.

Emergency Response Operations app for government agencies

Washington State’s Department of Health, a ServiceNow customer, initially created the Emergency Response Operations app on the Now Platform to manage their own response to COVID‑19. Working with ServiceNow, the Department of Health is making the app available to all government entities at no charge.

Customer care plan

ServiceNow has launched a customer care plan to support its customers as they focus on maintaining business operations during the COVID‑19 pandemic. This includes a commitment to maintaining virtually 100% uptime for ServiceNow instances; and launching a Now Community forum where customers and partners can interact with other customers, as well as an Apps Suggestions portal, where customers and partners can provide their ideas for COVID‑19 related apps or features.

In addition to the State of Washington’s Emergency Response Operations app, ServiceNow has developed and introduced three, free of charge community apps to benefit all customers. The additional apps include:

  • Emergency Outreach: during a crisis, this workflow leverages the Now Platform to help companies connect with employees to assess the impact. Employers can reach out by email to provide information and safety measures and request a response to confirm if employees are safe and where they are located. Employers can also leverage the ServiceNow Now Mobile App to send push notifications to employees via mobile to get response.
  • Emergency Self Report: this workflow helps an employee notify their employer that they are self‑quarantined and when the employee will return to work, and provides workflow support for the employer.
  • Emergency Exposure Managementwhen a company becomes aware that its employee is diagnosed with an illness, this workflow helps the employer identify other people who might have been exposed based on the employee’s meetings history and job location.

More information about ServiceNow’s customer care plan, including accessing the community apps, can be found at servicenow.com/crisisresponse.

Customer support

As a global company, ServiceNow has critical business functions, including technical support and cloud operations, distributed in regions around the world. This model will help ensure consistent, world‑class customer support and service levels for its customers.

The company is committed to maintaining virtually 100% uptime for ServiceNow instances to ensure that customers have all of the capabilities available to them to continue their operations. ServiceNow maintains an Advanced High Availability Architecture with the ability to run a customer’s production application from a pair of data centers located in geographically different regions.

ServiceNow’s business continuity plan covers the ability for our cloud operations and technical support teams to work remotely in a safe and secure manner so they can continue to serve the company’s customers. All remote access happens using secure connections and multifactor authentication.

ServiceNow’s Knowledge 2020 customer event goes digital

In order to protect the health and safety of its customers, partners and extended community, ServiceNow’s Knowledge 2020 event will become a digital community experience. This digital event, which starts on May 5, replaces the in‑person event scheduled May 3‑7 in Orlando, FL. The Knowledge 2020 digital experience will showcase all the ways to unlock productivity through modern digital workflows, highlight the latest customer and platform innovations, and inspire the ServiceNow community to continue to create great experiences and unlock productivity for businesses.

Protecting our employees

ServiceNow has taken action to maximize the well‑being and safety of its 10,000‑plus global employees, office staff and communities. As part of its efforts, the company:

  • Has asked all employees globally to work from home, effective March 11th, in an effort to encourage social distancing;
  • Is continuing to compensate all full‑time and part‑time workers, contractors and support staff during this work‑from‑home period; and
  • Is requiring that employees avoid business travel unless it’s deemed business‑critical, and is within their own country.

Community giving

Across ServiceNow’s global community, we recognize that healthcare workers on the frontlines of COVID‑19 are in need of support. These workers are in need of supplies, such as masks, protection suits, goggles and medical testing equipment, as well as basic necessities, such as food, lodging, training and support. ServiceNow is making donations to the International Medical Corps and the CDC Foundation totaling $100,000 to support these efforts.

 

ServiceNow Introduces Now Intelligence

Posted in Commentary with tags on March 11, 2020 by itnerd

ServiceNow today introduced the Now Platform Orlando release, featuring Now Intelligence, a new set of powerful AI and analytics capabilities. With Now Intelligence, ServiceNow empowers enterprises with new insights that enable employees to work smarter and faster, streamline business decisions and unlock new levels of productivity.

Worldwide, companies are focused on delivering great customer and employee experiences. And behind every great experience is a great workflow. That’s what ServiceNow enables. With Now Intelligence embedded into its Now Platform, ServiceNow advances its position as a pioneer delivering practical, purpose‑built AI and analytics to the enterprise. Now Intelligence enables employees to quickly and easily make decisions, solve problems, find answers and automate tasks – making their lives at work simple, easy and convenient.

ServiceNow is a strategic digital transformation partner to the world’s largest enterprises, including approximately 80% of the Fortune 500. These enterprises use the Now Platform as their “platform of platforms” to streamline work by integrating siloed, legacy systems and digitizing complex workflows and processes across their organizations. Adobe, Deloitte, Equinix, Red Hat, Nutanix, UnitedLex, whyaye!, Acorio, Autotestpro and Highmetric are examples of companies using the Now Platform to power their digital transformations.

With its Orlando release, ServiceNow continues to deliver consumer‑grade mobile experiences across the enterprise. And with Now Intelligence, the Now Platform delivers great experiences that:

  • Help people get work done smarter and faster by automatically surfacing context‑aware recommendations, predictions and insights to help teams act on the fly.
  • Deliver better self‑service experiences with intelligent, “always on” virtual agents across any channel, so customers and employees can quickly get what they need and take action.
  • Better predict issues and automate actions with virtual agents fully embedded in the Now Platform. Customers and employees are now empowered to initiate workflows with dynamic conversations that deliver results by automating requests for quick resolutions anytime, anywhere.
  • Enable better business decisions by driving transparency and alignment at all levels of the organization and providing teams and process owners with valuable insight into real‑time patterns and trends so they can make more informed decisions and quickly identify areas for improvement.

The Orlando release of the Now Platform delivers analytics, intelligence and mobility solutions enhancements across ServiceNow’s IT, Employee and Customer workflows. Key innovations in the Orlando release include:

Analytics Solutions

  • Cloud Insights helps IT teams optimize the cost of their cloud assets by making intelligent recommendations on managing usage across business hours, choosing the right resources and enforcing usage policies.
  • Advanced Risk Assessments make it painless for an organization’s front line to assess different risks within their daily work, so their second line can effectively adapt to change as they analyze and manage operational and other risks across the business.
  • Software Exposure Assessment enables security and IT teams to minimize the potential impact of zero‑day vulnerabilities by quickly identifying vulnerable software and related devices and servers, then initiating changes immediately through standard IT workflows.

Intelligence Solutions

  • Agent Affinity for Work Assignment allows customer service teams to assign work to the best agent using intelligent context to improve customer satisfaction. This can include assignment to a specific team that always services a specific customer, agents who have served the customer previously, or agents who have experience with related tasks.
  • Virtual Agent with Natural Language Understanding updates continue to build off innovations unveiled in the Madrid and New York releases, making it easier to create and maintain NLU models.
  • CI/CD supports the use of standard DevOps tools for on‑platform development at scale with team development, including enhanced developer collaboration with selective commits and collision avoidance, and simplified deployment processes for faster time to value.

Mobility Solutions

  • Mobile Agent enhancements deliver native mobile experiences so service desk agents and operators can resolve issues at any time, through any device. These capabilities are available on ITSM, ITOM and Field Service Management solutions.
  • Mobile Branding and Analytics allow customers to configure the Now Mobile enterprise experience in a customer‑branded environment, driving deeper engagement, and bring analytics into the services that pre‑hires, new hires and employees use most.
  • Mobile Targeted Campaigns provide employees with important and relevant information (like ‘tax time,’ site updates and local IT initiatives) right on their mobile devices using profile information, like department and job type. This proactive approach to employee communications increases satisfaction and reduces calls to the service desk.

Also, ServiceNow is extending the Now Platform to manage DevOps pipelines, connecting developers within IT operations with new insights and automating the manual and time‑consuming change approval process. This will enable customers to release features developed off‑platform more rapidly while retaining safety. ServiceNow DevOps, which was initially available through the ServiceNow Store, is now available as part of the Orlando release.

ServiceNow’s Now Platform Orlando release is generally available today. The ServiceNow Now AgentNow Mobile and ServiceNow Onboarding apps are available to download on the Apple iOS store and Google Play store. For more information, visit:  https://www.servicenow.com/now‑platform/latest‑release.html

What The ‘Selfie Generation’ Actually Wants In The Workplace

Posted in Commentary with tags on January 30, 2020 by itnerd

The youngest generation, often perceived as self-centered, entitled and tech-obsessed, are entering the workforce and bringing more value than stereotypes suggest. A new survey commissioned by ServiceNow Canada, the company that makes work, work better for people, explored expectations Gen Zs have of the workforce and busted several myths we think we know about how this generation experiences life at work.

Results from the Gen Z and the Future of Work in Canada study—which polled over 1,500 Canadian employees—revealed that Gen Z attitudes about workplace technology, preferred forms of communication and the value these employees bring to the workforce are not what you expect them to be. Turns out Gen Zs are actually quite similar to older generations – valuing face-to-face interactions and job security.

As the workforce embraces digital technology, Gen Zs crave more traditional forms of communication

After growing up connected 24/7, Gen Zs value the importance of in-person interactions at work, far more than we might assume.

  • Three in five (58%) Gen Zs prefer to communicate with their manager in person, while only one in three (36%) prefer to communicate by text and one in four (26%) prefer instant message (IM).
  • Contrastingly, older generations assume Gen Zs prefer to communicate by text (62%) and by IM (47%). Only 17% assume Gen Z prefers in-person communication.

Gen Zs are more than self-absorbed social media experts

When it comes to the value Gen Zs bring to the workforce, older generations don’t see the opportunities—beyond learning how to use digital and social platforms.

  • Gen Z feels they can teach older colleagues open-mindedness (53%), creative problem solving (45%) and how to have fun at work (44%).
  • However, less than one third of respondents in older generations think they can learn these things from Gen Zs (32%, 29% and 29% respectively).
    • 46% believe they can learn how to use digital/social platforms—far more than any other skill.
  • Close to half of Gen Z survey respondents say the biggest misconceptions older generations have is that they’re self-absorbed (49%), have a short attention span (48%) and are entitled (44%).

Unlike their millennial counterparts, Gen Z does not want to job hop—84% would prefer to have a long and established career at one workplace. However, there’s willingness to leave quickly due to unhappiness (85%) or career advancement (83%).

Gen Zs want practical workplace technology

With a third of our lives spent at work, Gen Zs are eager for technology to help simplify their work lives and recognize that technology can play a more significant role in the workplace. In fact, 74% of Gen Z respondents say that technology at work should be as easy as it is at home.

Having grown up with smartphones in hand, Gen Z employees want to use mobile-optimized technology at work, far more than they are currently doing so.

  • 62% want to use mobile technology for communication and 55% for collaboration, but only 50% have used it for communication and only 44% have for collaboration.
  • Despite being digital natives, Gen Z isn’t looking for futuristic technology at work. Only one in five are looking to use artificial or virtual reality (AR and VR) (22%), hold holographic meetings (22%) or use drones at work (20%). 

Survey Methodology

The online survey was facilitated by The Logit Group. The study was in field between October 17-29, 2019, and surveyed n=1,851 Canadians. The term Gen Z refers to Canadians ages 18-24, Millennials refers to Canadians ages 25-34 years old, Gen X refers to Canadians ages 35-54 years old, and Boomers refers to Canadians ages 55+. To qualify at the time of the survey, participants must have been an intern, past intern, full-time, or part-time employee in an office setting where computers, laptops, phones, and/or tablets are regularly used. They also must have been working in companies with 500 or more employees.

For comparison purposes, a probability sample of this size has an estimated margin of error* (which measures sampling variability) of +/- 2.3%. The results have been statistically weighted according to region and age data to ensure a sample representative of the population of Canadians working in an office setting of companies with 500+ employees. Discrepancies in or between totals are due to rounding.

 

New ServiceNow Release Brings Mobile Apps To The Enterprise

Posted in Commentary with tags on September 4, 2019 by itnerd

ServiceNow today announces the launch of native mobile experiences for everyday work across the enterprise with the general availability of its Now Platform New York release (https://www.servicenow.com/now‑platform/latest‑release.html). For the first time, consumer‑like mobile experiences that can make almost any everyday work task easy to do have arrived, making our work lives as simple, easy and mobile‑friendly as our real lives.

Powered by the Now Platform, the leading platform in managing complex enterprise workflows across functions, departments and systems, ServiceNow’s new Now Mobile app makes diverse everyday work tasks simple and easy. Whether it’s fixing an IT issue, ordering a computer, finding a conference room, getting help from human resources, approving purchase orders, travel requests and legal documents, or finding quick answers to questions, the Now Mobile app makes it easy to take care of business on the go.

The New York release also features a new ServiceNow Onboarding app, which makes starting a new job a cinch by combining all of the multi‑departmental tasks involved in getting up and running as a new employee into a single, intuitive mobile experience. Together, Now Mobile and Mobile Onboarding set a new mobile standard for the enterprise, moving beyond single solution apps into workflow mobile experiences that better match how people really want to get work done.

ServiceNow is committed to harnessing the power of its Now Platform in managing complex enterprise workflows with the native mobile capabilities coded into the platform to become the global leader in delivering native mobile‑friendly workflow experiences to enterprise customers at scale. Combined with ServiceNow’s release earlier this year of ServiceNow Agent, the new Now Mobile and Mobile Onboarding apps offer enterprises an unmatched suite of native mobile apps that offer leading features, capabilities and user experiences.

Reducing complexity for employees with Now Mobile and Virtual Agent

The latest platform release from ServiceNow comes at a time when enterprises are looking deliver better efficiencies and experiences. The intelligent, intuitive Now Platform helps streamline IT, employee and customer workflows, connecting separate systems and processes on a single platform.

Now Mobile and Mobile Onboarding are just two of more than 650 innovations in the New York release.

The New York release also includes innovations in natural language understanding (NLU), which is integrated into ServiceNow Virtual Agent. With NLU, employees can interact with Virtual Agent by using simple human terms to quickly find answers, order items or get help for common problems — all without having to contact the service desk.

These innovations in the Now Platform, coupled with the machine learning capability of ServiceNow Predictive Intelligence, help organizations provide a comprehensive service delivery experience that makes it easy for employees to get the help they need.

PayPal, a global technology platform and digital payments leader with over 20,000 employees, adopted the Now Platform as it began its journey of providing its engineers with the technology backbone needed to connect operations, create a centralized hub for resources and give access to self‑service tools. “Like any enterprise company, PayPal’s engineers use various applications to help manage its infrastructure. With ServiceNow, we now have a single platform that lets us connect digital workflows and have a common engagement layer across our systems of record and apps to provide our engineers with a more efficient and productive work experience. Using the Now Platform, our engineers are freed up to work on more strategic work and focus on our goal of providing customers and employees with an experience that’s as easy, simple and intuitive as the PayPal mobile experience,” said Dan Torunian, PayPal’s Vice President of Employee Technology & Experiences and Data Centers.

Availability

ServiceNow’s Now Platform New York release is generally available today. The ServiceNow Now Mobile and ServiceNow Onboarding apps are available to download on the Apple iOS store and Google Play store. For more information, visit https://www.servicenow.com/now‑platform/latest‑release.html.

Research: Is Employee Experience Falling Short?

Posted in Commentary with tags on August 22, 2019 by itnerd

Perks at work have become a source of pride and a competitive differentiator for companies vying for top talent. Stocked fridges, catered meals, on‑site fitness facilities, laundry services and complimentary transportation are just a handful of popular perks companies offer to lure new employees. But according to new research by ServiceNow (NYSE: NOW), the company that makes work, work better for people, an effective way to build an engaged and productive workforce is giving employees a better employee service experience during big moments and even small ones in between.

ServiceNow’s “The Employee Experience Imperative” Report, which studies the service experience at work, reveals that employee enthusiasm for work peaks at the start of a new job, but wanes by 22% shortly thereafter. Where are employers missing the mark? The findings tell us that employers aren’t supporting employee’s basic needs on a day‑to‑day basis during the employee lifecycle: 41% still struggle to obtain information and answers to basic questions, like finding a company policy or resolving an issue with their equipment. Furthermore, only 41% believe their employers make it easy to select their equipment before their first day and only 51% of employees believe their employers make it easy to receive equipment necessary to perform their job responsibilities at the onset of their job.

Where Can Employers Improve? Mobile Work Experiences

One‑third of our lives is spent at work. And, employees want their experiences at work to be more like their experiences at home – like having mobile technology at their fingertips to make finding information and accomplishing tasks simple, easy and convenient. In fact, more than half (54%) of employees expect their employers to offer mobile‑optimized tools at work. Yet, the majority (67%) report not finding it easy to complete necessary paperwork on a mobile device before their first day and only about half (52%) of employees have been allowed to use a smartphone or tablet to access employee tools from HR or other departments. However, those who do have such access self‑report higher productivity than those without these mobility tools. This is a miss for employers who haven’t yet introduced mobile self‑service to their workforce, especially for those aiming to retain and attract millennials, as over half (59%) expect employers to provide mobile‑optimized tools.

A Generation Gap? It’s Smaller at Work Than You’d Think

Baby boomers and millennials aren’t so different at work, after all. Across the four generations that comprise today’s workforce – baby boomers, Gen‑Zs, millennials and Gen‑Xs – employees want a better experience at work. The research found that, across generations and departments, employees are losing faith in their employers to deliver positive employee experiences:

  • Less than half (48%) of employees believe that employers are invested in improving the employee experience;
  • More than half (61%) of employees rate their employers poorly based on a negative experience with personal leave;
  • Less than half (45%) of employees feel that their opinions and perspective matter to their employer. However, millennials (43%) are more optimistic that employers will address feedback when compared to baby boomers (35%);
  • Only 37% of employees believe that employers automate processes to improve the worker experience; and
  • Less than half (44%) of employees believe employers provide them with easy access to information from HR and other departments; the same number felt they did not have access to the information vital to their job on day one.

A positive experience at work strongly correlates high employee net promoter scores (eNPS)– meaning, employees that create great employee experiences are likely to have more loyal, satisfied employees. That’s real business value.

For more findings from the survey, check out ServiceNow’s “The Employee Experience Imperative” Report and download it here.

 The Employee Experience Imperative Research Methodology

The Employee Experience Imperative” Report, which studies the service experience at work, was conducted in June 2019, via qualitative and quantitative research methods. A total of 1,400 people responded to the survey, all 18+‑year‑old full or part‑time employees at companies with 2,000+ employees. Of the respondents, 57% were located in North America (United States, Canada), 29% were located in Europe (United Kingdom, France, Germany, Netherlands) and 14% in Asia‑Pacific (Australia, Japan, Singapore).