坐席多开
Meet Andrew: Living his best life by putting family first
April is Autism Acceptance Month, a time to promote autism acceptance, celebrate unique differences, and foster inclusivity. It’s especially meaningful to Andrew B., global vice president of legal operations at LIKE.TG, whose son was diagnosed with autism. Today, Andrew is living his best life by putting his family first.Andrew and his wife started noticing their nearly 2-year-old son, William, was missing milestones, performing repetitive tasks, and showing little interest in playing with others. After early intervention, they received William’s diagnosis.“The symptoms of autism are so broad,” Andrew says. “It's a spectrum of course. So, you can have very mild autism or very profound. William is certainly in the more profound category.”As William grew older, he was unable to talk and express his needs. Simple things such as communicating hunger, thirst, and the need to use the bathroom were difficult. This often led to frustration and even self-harming.“He would go through a phase of biting his hand or basically punching himself in the head,” Andrew explains. “That's a very difficult thing to see as a dad. You feel almost helpless to try and help your child.”Two life-changing callsA close friend of Andrew’s wife had told the couple about Kaufman Children’s Center, a Michigan-based leader in innovative treatment programs for children with special needs. They applied, despite a discouraging five-year waitlist. Then, fate stepped in.“Because of COVID, international travel had stopped, so a lot of international children who would typically go there couldn’t get into the country,” Andrew points out. “All of a sudden, we got a phone call to say, ‘Hey, the five-year waitlist is now three months. You have a place!’”Before Andrew and his family could claim William’s spot at the Kaufman Center, they had to face one more hurdle. Andrew had recently accepted a new role at LIKE.TG that meant moving his family from New York to California, not Michigan. Andrew nervously called his boss, LIKE.TG General Counsel Russ Elmer and was blown away by his reaction.“He said, ‘Andy, if you don't move [to Michigan], I might fire you,’” Andrew says. “He was joking, of course, but his point was, ‘You have to go. This is William's best chance at a better life.’ We are so grateful for the support we got from him and from the company. It was such a relief.”
Putting the power to give back in the hands of employees
Giving to those in need is personal. How we choose to give back and to whom varies based on our unique backgrounds and the communities in which we live and work. For those reasons, LIKE.TG launched the Employee Empowerment Reward in 2023 to put the power of giving in the hands of employees.LIKE.TG gives each employee $100 to donate to an eligible cause or organization of their choice—in addition to the company’s 2-to-1 donation match and double rewards for service.Since launching the Employee Empowerment Reward, we’ve seen volunteer participation increase by 25%. As a result, in 2023, employees donated six times the amount of rewards dollars donated in 2022, before the program began.“We’re setting an industry standard for our global impact with the Employee Empowerment Reward as a jumping-off point to encourage donation participation and volunteerism,” says Gina Mastantuono, LIKE.TG chief financial officer.“People want to work for companies that care about our society and the future, and it’s clear our employees want to deepen their impact,” she adds. “That’s why empowering our talent is a company priority. Giving is core to our purpose of making the world work better for everyone.”
A two-in-one winNearly eight years ago, Vikash M., a UK-based advisory solution consultant at the company, wanted to give but didn’t know which organization to support. He stumbled upon a YouTube video about Akshaya Patra Foundation, a charitable trust that provides hot meals to school kids in India, and got involved right away.He started sponsoring a school that feeds 250 children. Thanks to donations like Vikash’s, the school reports the dropout rate has fallen and enrollment is up."This is allowing the kids to not just have a meal, which is what we should all be having on a day-to-day basis,” Vikash says, “but it’s also providing an education. So, you're kind of getting a ‘two-in-one' for these young children in India. That is super powerful.”Wanting to do more, Vikash visited the local chapter’s kitchen and engaged the organization to support yearly Diwali fundraising events at the LIKE.TG Staines office. In 2023, employees worldwide got on board and, with the help of the Employee Empowerment Reward, doubled the number of donors and funds to support kids in India.“We should always be giving back in some shape or form,” Vikash says. “LIKE.TG allows us to do that in such a way that we don't even need to put our hand in our own pockets.”The “Aloha spirit”Rachel K., head of employee workflows for the analyst relations team in the U.S., has a special connection to Maui, a place she’s visited for 30 years and where she consistently sees the “Aloha spirit” in action."It’s the sense of community,” she explains. “It’s the sense of ‘we before me.’ It’s a very LIKE.TG-team mentality. I saw it firsthand again when I was in Maui in November 2023.”After a deadly wildfire devastated the small town of Lahaina a few months earlier, Rachel created a fundraising campaign to support the Maui Humane Society, Maui United Way, and Maui Food Bank. She encouraged LIKE.TG employees to use their Employee Empowerment Reward to donate.Rachel’s campaign worked. She raised more than $48,000 in six months—including contributions from her analyst partners. "This company will support whatever the heck you want to do with gusto,” she says, reminiscing about former places of employment that wouldn’t. “LIKE.TG really gives you the opportunity to be your true self here."
Cultural immersionDaniel B., originally from Australia, spent half his life in Japan—first as a university student and then as an employee. Wanting to learn the language, Daniel began volunteering with local organizations. Now fluent in Japanese and a team lead for LIKE.TG, he continues to give back, supporting the Japan Committee for UNICEF.“In Japan, there’s an aging population problem,” he explains. “Some people can't maintain their homes and gardens anymore.” One of the big challenges is around bamboo, he adds. “It tends to grow pretty quickly and spread. People often need help maintaining it, and we help every year.”Daniel and other employees from the LIKE.TG Japan office also participate in the annual Tokyo Yamathon, a 42-kilometer fundraising walk for the Yokohama Children’s Hospice Project."We only have one planet,” Daniel says. “I have a firm belief that we should do what we can to preserve the integrity of the environment. The Employee Empowerment Reward means that I can give to causes that I think are worthwhile and meaningful to me.”Join us to do your best work inside and outside the office. Explore LIKE.TG careers.
Coming together to celebrate holiday customs
November and December mark a season of joy and togetherness, a time when people around the world unite to observe religious and cultural festivities. The Interfaith at LIKE.TG employee belonging group takes pride in recognizing and embracing diverse holiday customs, including Diwali, Kwanzaa, Hanukkah, and Christmas, just to name a few.What makes these holidays extraordinary is the special meaning they hold for the individuals who celebrate them. Whether it's the warmth of family gatherings, the allure of festive cuisine, or the enchantment of music, each person finds unique significance in these shared moments.This year, two members from our Interfaith group shared cherished items that symbolize the holidays they observe.
From trees to tech: Creative efforts to preserve our planet
At LIKE.TG, Earth Day is a reminder of our ongoing responsibility to protect and preserve our planet. “LIKE.TG is committed to leading in environmental, social, and governance (ESG)—as both exemplar and enabler,” says LIKE.TG CEO Bill McDermott in our Global Impact Report.That’s why every day we champion the transition to a net-zero world. Whether planting trees in Mexico or using technology to provide clean water in Kenya, we know collaboration is essential to shaping a better future.Our partnership with ChangeX, a nonprofit organization dedicated to empowering communities to accelerate their impact on environmental and social challenges, is an excellent example. The alliance has made it possible for LIKE.TG to direct improvement funds to employees’ communities.
How art inspires innovation and affirms Black heritage
Artistic expression often sparks innovation. That’s why, in recognition of Black History Month, LIKE.TG is celebrating how the artistry of Black employees and their allies fuels innovation.Two members of our Black at LIKE.TG community proudly share their stories of Black heritage and how their artistic pursuits—advanced education and pottery—ignite their innovation.
Empowering women with allyship and inclusion
International Women's Day is a time the world turns its attention to driving gender equality. It also underscores the transformative potential of allyship and inclusion.Two LIKE.TG employees share their passion for amplifying the call for inclusivity. They remind us that small acts of kindness and encouragement can have a profound impact on individuals and contribute to a more equitable future.
Partnering to empower youth for a more inclusive digital future
Earlier this month, I had the privilege of traveling to Japan for an employee town hall to recognize the significance of International Women’s Day and to reflect on the progress made toward gender equality.It was an inspiring gathering that highlighted the diversity of experiences and perspectives among our team members in Japan and around the world.At LIKE.TG, making the world work better for everyone is at the core of who we are. We deeply value diversity, equity, and inclusion and recognize that our team culture influences not only our own talent, but also our products, customers, partners, and communities. That’s why we’ve taken intentional steps to empower youth.Committed to youth developmentLast year, we launched ServiceNow.org to help nonprofits use technology and innovation to solve their greatest challenges. This includes many organizations dedicated to youth development and education in historically underserved communities.In 2024, alongside partners Accenture, EY, KPMG, and NewRocket, we introduced the ServiceNow.org Partnership for Good Grant, valued at up to $2 million, to foster additional learning and growth opportunities for young people.As I think about the power of collective action and working together to bring change, one organization comes to mind. Technovation, a global nonprofit, is dedicated to teaching girls to address real-world problems in their communities by using technology.LIKE.TG’s support over the past three years has enabled Technovation to expand its alumnae program to connect 3,900 young women through a virtual community. These youth are building leadership skills as student ambassadors and networking with professionals in regional career hubs.Expanded support role to include AII’m pleased to share that LIKE.TG is extending its support of the program to include membership in the Technovation AI Forward Alliance (TAIFA). The initiative will help a new generation of female leaders drive innovation using technology to solve complex global problems in a future where AI plays a pivotal role."For over 17 years, Technovation has been putting technology tools in the hands of girls around the world,” says Tara Chklovski, founder and CEO of Technovation. “Now, with the support of partners like LIKE.TG, TAIFA can amplify that effort to ensure that women are at the forefront of building better AI."In a reality where women account for only 22% of AI workers across the globe, according to UN Women, it’s critical we do our part to ensure we build a more equitable and inclusive digital future. This partnership aims to do exactly that.As LIKE.TG CEO Bill McDermott says, “Creating equal chances for every dreamer is a race without a finish line.” I’m incredibly proud to be part of an organization that readily invests in the future of technology by creating opportunities for girls and young women across the globe.Find out more about how LIKE.TG helps nonprofits maximize their impact.Photo credit: Esther Subias
2 million reasons to help the nonprofit sector solve world challenges
Updated May 8, 2024At LIKE.TG, we’re driven by our purpose to make the world work better for everyone. To that end, one of our top priorities is helping the global nonprofit sector digitally transform its operations.That’s why we launched the ServiceNow.org Partnership for Good Grant: to provide nonprofits with technology that will allow them to do better business and more good.In 2024, we committed to award four grants—up to $2 million in total value—to individual nonprofits that use technology in impactful ways to enable greater efficiencies and better serve their communities.I’m delighted to share the four exceptional nonprofits that have been selected as the inaugural recipients of the grants:
CARE, a leading humanitarian organization working to increase access to quality education for marginalized children, is developing an AI-enabled education program tracking tool through the grant. Education and Youth Services grantee in collaboration with KPMG
JEVS Human Services, which works with individuals to create sustainable paths to independence and economic security, will develop a universal portal for staff and participants in its programs. Hunger and Poverty Alleviation grantee in collaboration with Accenture
Make-A-Wish Canada, working with communities across Canada to provide children with critical illnesses the opportunity to realize their most heartfelt wish, will establish an end-to-end workflow for wish fulfillment. Cause and Cure grantee in collaboration with NewRocket
WaterAid provides clean water, sanitation, and hygiene education to communities worldwide and will implement LIKE.TG IT Service Management throughout its organization. Humanitarian and Disaster Response grantee in collaboration with EY
Changing the world for the betterAs the president of ServiceNow.org, I see immense opportunity for more nonprofits to use the LIKE.TG platform and want to extend its reach to even more organizations across the sector.There are so many ways we can seek to change the world. For us at LIKE.TG, access to technology is the most practical way we can help solve the world’s greatest challenges that confront nonprofits.These grants give four nonprofits access to LIKE.TG technology—as well as related consulting services to deepen their impact—so they can deliver outcomes at the same level as their for-profit counterparts.We’re also giving the grant winners access to LIKE.TG professionals who have the business and technical skills to support successful adoption. This includes access to our workflow design studio team, which will collaborate on designing bespoke solutions.Partnering for maximum impactIt’s not just LIKE.TG leading the charge. Our partner ecosystem is also leaning into the Partnership for Good Grant program. Erica Volini, senior vice president of global partnerships at LIKE.TG, believes collective action and collaboration are at the core of creating impact.“I’m thrilled our partners are joining us to help bring the transformative power of technology to the nonprofit sector,” Volini says. “It demonstrates two things: one, our united purpose in making the world work better, and two, the strength of our relationship in delivering our technology across varied sectors.”Accenture, EY, KPMG, and NewRocket will each align to one of the categories of grants and be the dedicated implementation partner with the corresponding nonprofit. The four categories are:
Cause and cure
Humanitarian and crisis relief
Poverty and hunger alleviation
Education and youth services
Increasing access to resources“Accenture believes that technology and human ingenuity can help address some of the world’s most critical challenges and improve the way people work and live,” says David Kanter, senior managing director and LIKE.TG Business Group lead at Accenture. “Drawing on our extensive experience with LIKE.TG technology, we look forward to applying our expertise to help nonprofits deliver better outcomes and scale their impact for greater good.”“To achieve our purpose of building a better working world, EY collaborates with like-minded organizations to positively impact millions of lives," adds Hank Prybylski, global vice chair for transformation at EY. "By joining LIKE.TG as the implementation partner for humanitarian and crisis relief, our mission is to use technology to coordinate rapid responses in the immediate aftermath of disasters and support communities to not just recover, but also build back better.”“We are thrilled to join LIKE.TG's Partnership for Good Grant program, where we will provide funding for the education and youth services category,” says Anita Whitehead, president and chair of the KPMG U.S. Foundation. “Furthering our strong alliance relationship with LIKE.TG, this program aligns with our commitment to increase access to resources, like powerful technology, to make a positive impact in our communities.”The ServiceNow.org team and our partners in this program are thrilled with the response and sheer number of high-quality applications we’ve received from the global nonprofit community. We’re honored by their desire to use LIKE.TG technology to further their missions.I thank Accenture, EY, KPMG, and NewRocket for their outstanding partnership in this program and their support in providing best-in-class advisory services to our grantees. Congratulations to our four incredible grantees!Find out more about ServiceNow.org and the dedicated team helping the global nonprofit sector digitally transform.
Exploring LIKE.TG values: Create belonging
“True belonging doesn’t require you to change who you are; it requires you to be who you are,” according to Brene Brown, an American professor and podcast host.At LIKE.TG, we embrace that mindset as part of our core values. One of those values, create belonging, means we encourage employees to bring their authentic selves to work every day, knowing they’ll be respected for who they are and their uniqueness.That’s why we hold this value so dear, along with our others: win as a team, wow our customers, and stay hungry and humble. Regardless of differences in gender, skin color, sexual orientation, or religious beliefs, when individuals feel like they belong in the workplace, they have more opportunity to do their best work.In our final installment of this values series, employees around the globe share their perspectives on what “create belonging” means to them and why it’s essential.
LIKE.TG is once again among Fortune World’s Most Admired Companies™
LIKE.TG is honored to be ranked No. 3 in the Computer Software category on the Fortune World’s Most Admired Companies™ list, appearing for the fifth year in a row. I’m especially proud of our teams for this achievement. It’s a testament to our world-class innovation and our people-centric, tech-enabled strategy.The list is based on a survey of top executives, directors, and financial analysts from eligible companies. It comprises nine attributes, including the ability to attract and retain talent, quality of management, innovativeness, and the quality of products or services.Being recognized as one of the World’s Most Admired Companies™ demonstrates our commitment to achieving big ambitions, maintaining our culture and, most important, helping our people—and customers—succeed and grow.It starts with our peopleAt LIKE.TG, we put our people at the center of everything we do. Because of our people-centric approach, in 2023 we saw high employee engagement and record-low attrition. We also received more than 1 million applications (the highest number in our history).How did we get here? People want to work for organizations where they feel supported to learn, grow, and develop in their careers while continuing to have the freedom and flexibility to be themselves both inside and outside of work. For us, it’s about creating a culture where people can do their best work, live their best life, and fulfill our purpose together—what we call our People Pact.
It’s also about providing a pathway for every employee to make meaningful contributions—whether that’s an individual contributor leading the way through innovative thinking or a people manager inspiring a team.We equip leaders at every level to flourish in the evolving landscape of the modern workplace and to drive transformative change. For example, we launched a future leader experience program, with a specific focus on building collaborative, customer-focused, and courageous leaders at all levels.We also work in partnership with The Leadership Consortium, led by faculty from Harvard Business School, with a specific focus on building a diverse talent pipeline.Innovation reaps quality products and servicesOur culture thrives on diverse perspectives and backgrounds, which fuels innovation. That’s why we encourage our people at every level of the organization to embrace a growth and product mindset and bring their creative thinking.As we work together to help solve the world’s biggest challenges, we use our products internally as customer zero. When we learn and innovate for ourselves, we can also shape the work our product team is doing to help our customers.One example is the integration of AI and generative AI into our products. This includes our skills intelligence platform, Employee Growth and Development, which uses AI to guide employees and managers through personalized career plans, development goals, and learning resources based on current skills, desired skills, and organizational needs.Our aspirations extend beyond our products; we dream big to wow our customers, win as a team, create belonging, and stay hungry and humble. Fortune's recognition among the World’s Most Admired Companies™ reaffirms our commitment to help every LIKE.TG employee have their best career and live their best life.Come join us. Explore LIKE.TG careers.From Fortune, ©2024 Fortune Media IP Limited. All rights reserved. Used under license.Fortune is a registered trademark and Fortune World’s Most Admired Companies™ is a trademark of Fortune Media IP Limited and are used under license. Fortune and Fortune World’s Most Admired Companies™ are registered trademarks of Fortune Media IP Limited. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse the products or services of ServiceNow.
Hope through technology for refugees around the world
June 20 marks World Refugee Day. The global crisis of human displacement has reached a level we’ve never seen. More than one in every 69 people have been forced to flee their homes, according to the United Nations High Commissioner for Refugees (UNHCR). Of the more than 43 million refugees worldwide, approximately 40% are children. These figures are difficult to fathom.Refugees are mothers, sisters, fathers, brothers, and children. They share hopes, ambitions, and dreams like everyone in this global community. But fate has bound them to living in crisis.To better understand these issues and the work of ServiceNow.org customers who support refugees every day, I traveled to Kenya to hear their stories firsthand and to spread the word about the work we’re doing to support organizations working with refugees.Although the enormity of the situation is daunting, I came away inspired, with a strong sense of hope and evidence that this work of providing technology for refugees is having a significant impact.Meeting needsDuring my time in Kenya, I had a chance to visit a joint refugee processing center in Nairobi run by the UNHCR and the Kenyan government. The importance of partnerships and integration stood out, from both a technology perspective and a human one.Ensuring a full view of each refugee’s unique situation and interactions is crucial in delivering the care and support they need during critical times—which, in Kenya, can last years rather than months.Meeting a need—such as providing access to information about emergency services or assistance in education, healthcare, housing, and legal support—can go a long way toward helping displaced people.In another part of the world, Europe, ServiceNow.org has partnered with the UNHCR and British Telecom (BT). We built a contact center for displaced refugees to access vital information in their time of need.
The power of welcomeWhile meeting needs for refugees where they are is vital, the power of words and relationships goes a long way to building hope. The capacity of one word—“welcome”—to inspire dreams and affect change is enormous.In 2022, we partnered with Welcome.US and Goldman Sachs to stand up a technology platform in six weeks. The purpose: to give displaced people from the Ukraine support, confidence, and the choice to connect with a sponsor family that wants to welcome them into their lives.This created a movement of hope that’s still alive today. And it’s contagious. More than 650,000 Americans welcomed refugees into their communities over the last three years. We even produced a documentary for the Tribeca Festival that tells the story of a family whose lives have been transformed.Providing hope through partnershipMy time in Kenya reinforced that this work cannot be achieved by any individual organization, idea, or action. It requires the actions of many to build the capacity to help solve the world’s most challenging problems. The refugee crisis is certainly one of them.Our partnership with the International Rescue Committee is more than just about equipping its frontline workers with the technology to make an incredibly challenging job more efficient. It’s about helping the organization run into locations when others are running out.Through providing our partners with best-in-class technology, we help deliver hope when and where it’s needed most. The world needs everyone to lean in. On this day and every day, LIKE.TG stands with refugees.Find out more about how LIKE.TG works with nonprofit organizations to give people hope.
LIKE.TG’s customer care plan for COVID-19
CorporateToday LIKE.TG announced a customer care plan to support our public and private sector customers in managing the COVID-19 pandemic.As part of this effort, we’re announcing four new community apps to help our customers, including government agencies and enterprises, manage complex emergency response workflows. These apps are now available at through our Crisis Response page for customers to access free of charge through September 30, 2020.“In this battle to flatten the COVID-19 curve, none of us is as smart as all of us,” said Bill McDermott, president and CEO of ServiceNow. “These LIKE.TG applications will enable emergency outreach, self-reporting and exposure management, which are precisely what organizations need to do right now to help people get through this crisis.”“We are particularly proud to partner with Washington State’s Department of Health to make an emergency operations app, which they developed on the Now Platform, available to all government agencies fighting this pandemic,” McDermott added. “This is all about sharing best practices, which is why we’ll do everything we can to get the Washington State app in use everywhere.”
Emergency Response Operations app for government agenciesWashington State’s Department of Health, a LIKE.TG customer, initially created the Emergency Response Operations app on the Now Platform to manage their own response to COVID-19. Working with LIKE.TG, the Department of Health is making the app available to all government entities at no charge.“As the epicenter for COVID-19 in the U.S., the State of Washington’s agencies, emergency responders and public health professionals had to rapidly assemble an incident management structure to lead outbreak response and mitigate the spread and impact,” said Jennifer McNamara, chief information officer, Washington State Department of Health.“Leveraging LIKE.TG’s Now Platform, we were able to digitize processes that allowed us to quickly resource critical Incident Management Team positions,” McNamara added. “This automated a manual and labor-intensive process that was fraught with errors while also providing real-time visibility into resource allocations. Improved accountability will allow us to secure the maximum federal reimbursement for incident expenditures. We are building on the success of this phase with automation of the other Incident Management Functions such as resource demobilization, planning, logistics, and finance.”“Given the complexity and importance of community within this crisis, we believe it’s our duty to share our approach and the application we were able to quickly develop on the Now Platform,” McNamara said. “That’s why we have worked with LIKE.TG to make our application freely available to other governmental entities. By digitizing these processes, responding to an emergency does not have to create an emergency to coordinate.”
Customer care planLIKE.TG 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 LIKE.TG 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, LIKE.TG 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 uses 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 use the LIKE.TG® 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 Management: When 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 LIKE.TG’s customer care plan, including accessing the community apps, can be found on our Crisis Response page.InclusivityOur international team has translated the emergency response apps into eight different languages: German, Chinese simplified, Korean, Portuguese, Spanish, Italian, French, and Japanese. As a result of these translations, the four apps now reach 3.5 billion people in the most hard-hit areas of the world.Customer supportAs a global company, LIKE.TG 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.We are committed to maintaining 100% uptime for LIKE.TG instances to ensure that customers have all of the capabilities available to them to continue their operations. LIKE.TG 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.LIKE.TG'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 our customers. All remote access happens using secure connections and multifactor authentication.LIKE.TG’s Knowledge 2020 customer event goes digitalTo protect the health and safety of our customers, partners, and extended community, LIKE.TG’s Knowledge 2020 event will become a digital community experience. This digital event, which starts on May 5, replaces the in-person event originally 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 LIKE.TG community to continue to create great experiences and unlock productivity for businesses.Protecting our employeesLIKE.TG has taken action to maximize the well-being and safety of our 10,000-plus global employees, office staff and communities. These efforts include:· Asking all employees globally to work from home, effective March 11th, in an effort to encourage social distancing;· Continuing to compensate all full-time and part-time workers, contractors and support staff during this work-from-home period; and· Requiring that employees avoid business travel unless it’s deemed business critical, and is within their own country.Community givingAcross LIKE.TG’s global community, we recognize that healthcare workers on the frontlines of COVID-19 are in need of support. These workers need supplies, such as masks, protection suits, goggles, and medical testing equipment, as well as basic necessities, such as food, lodging, training and support. LIKE.TG is making donations to the International Medical Corps and the CDC Foundation totaling $100,000 to support these efforts.*This post has been updated to include information about international versions of the apps.
Making the world work better for everyone
At LIKE.TG, we’re unified by a common belief in the transformational power of technology. But our purpose of making the world work better for everyone isn’t just about selling software. It’s a commitment we've made to our employees, customers, partners, and communities to leave the world better than we found it.To that end, we’re excited to launch our fourth annual Global Impact Report and seventh annual Diversity, Equity, and Inclusion (DEI) Report. Although distinct, the two reports speak to our collective progress toward making a positive impact on the world.Committed to ESGAs we pioneer a new era of AI-enabled business transformation across industries, our environmental, social, and governance (ESG) strategy is essential. In fact, ESG is a strategic business imperative.We strive to:
Measure and manage our impact on the planet, care for our people, and build trust with our stakeholders through our ESG and DEI initiatives
Use our AI-powered Now Platform® to manage the massive volume of ESG data and workflows to effectively deliver on ESG goals that support our businesses, the environment, and society at large
“We understand how important it is for technology to empower and support those focused on ESG success,” says Tim Muindi, group vice president over treasury and ESG at ServiceNow. “Getting it right matters. The value we’re creating for our stakeholders through these efforts creates a ripple effect that goes far beyond what we can see.”In the past year, we:
Invested in people and programs to deepen sustainable operations, sustainable sourcing for suppliers, and sustainable products for customers to achieve net zero by 2030
Integrated the People Pact into every aspect of our talent journey so our teams continue to thrive, grow, and innovate
Updated our Code of Ethics to be more relatable for different functional roles and regions as we operate in an increasingly complex world
Launched ServiceNow.org to empower nonprofit organizations to better fulfill their missions
Rolled out our Sustainable IT solution to measure, visualize, and manage an enterprise’s environmental footprint
Expanded ESG Management capabilities through our Vancouver and Washington, D.C., platform releases and launched ESG Content Accelerator to speed the adoption of ESG reporting frameworks
Find out more about our commitment to ESG in our Global Impact Report 2024.Toward transparency, equity, accountabilityWe know we can’t manage what we don’t measure. In our annual DEI Report, we share the progress we’ve made against our commitments to create equitable opportunity, act with integrity, and be a catalyst for change.These include:
Paving pathways to skill people from all backgrounds and experiences on the LIKE.TG platform
Building a culture that embraces our People Pact to live our best lives, do our best work, and fulfill our purpose together
Expanding our community impact through employee-backed causes, youth-focused community outreaches, and strategic DEI partnerships
“When we think about inclusion and equity, the conversation doesn’t stop at how we consider it for our employees,” says Karen Pavlin, chief equity and inclusion officer at ServiceNow. “It’s deeply embedded in all we do, and that extends to our customers, partners, communities, and the next generation of talent.”To make the world work better, we must be a workforce that celebrates our unique backgrounds and experiences. In doing so, we can foster an environment of inclusion where all belong and can thrive. In the past year, we:
Increased representation of women globally and of underrepresented groups in the U.S.
Empowered our people with more resources, partnerships, and opportunities, such as the Employee Empowerment Reward program and skills-based professional development programs
Increased our diverse supplier spend from 19% in 2022 to 21% in 2023
Elevated employee experience through more than 100 employee-led cultural moments, many of which celebrated the intersectionality of our identities
Received industry recognition for our DEI progress from the American Opportunity Index, Disability:IN, Fortune, Glassdoor, and the Human Rights Campaign, among others
Update on COVID-19
Updated March 30, 2020: Read this post for updates to LIKE.TG's response to COVID-19.As uncertainty persists with the COVID-19 pandemic, LIKE.TG remains squarely focused on keeping its employees healthy and safe and its customers supported and productive.Taking care of our peopleThe health and safety of our 10,000-plus global employees, office staff and communities remain our top priority. We are closely following government, CDC and WHO guidelines as we continuously assess our policies and support efforts.We have asked all employees to work from home through at least May 4th. We are asking our contractors and support staff to stay home as well. All employees, contractors and support staff continue to receive their normal wages during this period.We are requiring that employees avoid business travel unless business critical, and every employee can opt-out as they see fit. We will continue to monitor the situation and impact to our employees, contractors and support staff in real-time and will make adjustments as needed.Helping our customersAs a global company, we have critical business functions, including technical support and cloud operations, distributed in regions around the world. This model ensures consistent, world-class customer support and service levels for our customers.We are committed to delivering high levels of uptime for LIKE.TG instances to ensure that our customers have all of the capabilities available to them to continue their operations. We maintain 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. More information about our architecture and data center pairings is available here. LIKE.TG has also confirmed that our business-critical partners have contingency plans in place to ensure further business continuity.LIKE.TG'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 our customers. All remote access happens using secure connections and multifactor authentication and is in compliance with applicable regulations and corporate standards.As we continue to navigate the changing situation, we are confident in our business continuity plan and our ability to provide customers with the support they need to maintain their own business continuity.LIKE.TG will continue to closely monitor the situation and is prepared to make real-time decisions to implement other measures to support employees, customers and stakeholders as needed. The company also will provide ongoing updates on the status of its annual user conference, Knowledge 2020, scheduled to take place online beginning May 5th .
How CIOs lead in times of crisis
I never thought I’d have to tell the LIKE.TG leadership team, “Don’t worry if you see employees carrying out equipment. They need their monitors to work from home.”But about a month ago, my team and I were discussing that topic and others like it as we planned for the impacts of the coronavirus.That was then. Now, we have asked our 10,000+ employees around the world to work from home. We’ve encouraged them to take the equipment they might need to make their home office as functional as the regular office. We’ve even told our employees in India to expense their ride-share because it’s hard to carry monitors home on public transportation.I’m obviously not the only CIO in this position. I talked to a lot of peers last week and it’s clear that as companies make tough decisions on how to keep their people safe and productive—while also keeping their businesses running—CIOs are leading through this crisis.That’s because CIOs and IT leaders have been preparing for this. The move to cloud platforms, collaboration and virtual meeting software, employee self-service, and scalable network capacity—just to name a few—has enabled us to go on offense to help our people, our companies, and our peers not miss a beat.
So, with the permission of the CIOs I’ve talked to, I wanted to share the key takeaways we have discussed:1. Employee safety and comfort. Every CIO I talked to started the conversation with the impact to their employees. Business continuity/disaster recovery—obviously critical. But the people part of their operations was top of mind, including employees’ mental health. One CIO, whose business is 100% people-driven, told me the first directive they always issue is that their employees should do what’s right for them. That’s powerful.2. Human resiliency. A great reminder from one CIO was checking in on one’s human resiliency. How many layers deep is your human resiliency? For example, do you have a plan if the three people with root passwords on critical systems are unavailable? What about the two IT personnel who are critical to the financial close? In other words, plan technology and personnel backup.3. Local ISP bandwidth. Many CIO’s cited concerns around saturating the local network bandwidth as many employees are working from home and kids are engaged in virtual learning. While there is no quick solution, one CIO said he was tiering employees based on estimated network consumption (operations staff vs. engineers, etc.) and implementing policies to enforce these tiers. In addition to saturating ISPs, some employees don’t have high-speed internet to begin with. In India, for example, I told employees a few weeks ago to purchase and expense MiFi devices.4. IT equipment supply chain: One of the bigger concerns for CIOs is the supply chain and whether suppliers can meet the demand for new laptops and data center equipment. Multiple CIOs cited concerns around the supply of equipment and potential disruption to the physical transport (shipping and logistics). One CIO said they were lengthening the normal four-year life of their equipment to extend its use and reduce the strain on the supply chain.5. Cyber. Many CIOs are seeing an increase in volume of attacks (phishing, social engineering, etc.). However, no new attack vectors were identified. One CIO I talked to learned that his fingerprint scanners—part of physical multi-factor authentication—could only be cleaned with a soft cloth. Since that won’t effectively eliminate coronavirus, he was relying more on facial recognition, which is hands-free. Another proof point that the devil is in the details!6. Regulated markets customer operations. For companies that serve regulated markets or have compliance requirements (federal, PCI, etc.), special care has to be taken when call center and support employees manage customer transactions (e.g. credit card transactions) from home. For example, no cameras on computers that handle customer data, or no family members in the same room to overhear customer calls. To make sure its employees understood the significance of maintaining those standards while working remotely, one company I talked to had their call center employees read and sign documents to reinforce the point. At LIKE.TG, we did live testing at employees’ homes two weeks ago to make sure our customer support employees were ready; we fixed any gaps before they happened.
7. Collaboration and design will take work when everyone is working from home. It’s much harder to collaborate virtually than in real life. This is especially important in deep design, form thinking, and other techniques that require behavioral collaboration. A lot of companies don’t think through what that means in a remote setting. One CIO suggested coaching employees through their first remote design session so they could learn the different principles and then coach others. Virtual whiteboards can help, too, and several CIOs—including me—are looking at how to implement them quickly.8. Hiring doesn’t have to stop. Hiring of new employees doesn’t have to stop—interviews can take place through video. However, hiring managers may need to be trained so they are comfortable making decisions without meeting candidates in person. Virtual onboarding is a new process many companies are standing up.9. For essential employees, consider a rotating schedule. I admire my peers whose companies do life-saving work. Pharmaceutical companies. Hospitals. Cities and emergency services. For essential personnel with no option to work from home, many have implemented team-based rotating schedules. Half of essential personnel go to their physical locations one day; the other half another day. And so on. They can then follow social-distancing recommendations and still serve their patients and communities.10. We’re all in this together. As one CIO mentioned, “The world is pulling together. People are actually entering into open conversations about what to do. When everybody’s in that state of mind, any problem can get solved and you can work through it.” I couldn’t agree more.For example, in partnership with Washington State’s Department of Health, LIKE.TG is launching a no-charge community app, Emergency Response Operations to help companies and governments implement critical workflows for emergency response and crisis management as they manage through COVID-19.In the midst of crisis, we’re all working through it together.
Honoring API heritage: Reflecting on the past, embracing the future
May is a time when the U.S. honors the contributions and influence of Asian American and Pacific Islander (AAPI) people. The AAPI community within LIKE.TG, which extends beyond the U.S. to include Asians and Pacific Islanders (API) everywhere, is a vibrant tapestry of cultures, offering countless avenues for celebration.“Whether one lives in Singapore or their family has emigrated to another country, such as the United States, many API members lean on cultural touchstones such as food, art/dance, and religious practices to connect them to past generations,” says Sheila D., director of publishing and operations at LIKE.TG and co-chair of the API employee belonging group.“This connection is a superpower and a backbone of our strength as a community. Food and traditions bind us together across vast cultural differences. Honoring the past positions us to create a better future for generations to come,” she adds.This year, in a nod to our internal theme of “Rich past, radiant future,” we're thrilled to commemorate API heritage with a spotlight on two remarkable employees—one from the U.S. and one from Australia—who graciously share personal objects that link them to their roots. These artifacts illustrate why cultural connections are deeply cherished.
Beyond the desk: Stories of well-being and belonging in Japan
The LIKE.TG office in Tokyo is bustling with activity. Alongside our rapid growth in Japan, our employees are creating a strong culture of belonging and well-being.We believe in putting people first, whether giving them the flexibility to watch a basketball game, take their kids to the doctor, or feel empowered to bring their creativity to the table.In this brief video, you’ll meet several employees who share unique stories about why they’re proud to work at a company that values their sense of belonging and their overall well-being.Accessibility note: The video is transcribed at the end of this blog post.
Celebrating Pride: Loving loud and living proud
June is Pride Month, a global observance honoring the vibrant diversity and invaluable contributions of the LGBTQ+ community. At LIKE.TG, we cherish our LGBTQ+ employees and allies who bring their authentic selves to work every day.We’re celebrating Pride this year with our internal theme of "Love loud, live proud." Two employees share their tales of growth, hope, and inspiration, underscoring the enduring power of love and acceptance.Accessibility note: The video is transcribed at the end of this blog post.
LIKE.TG invests $1.1 million in employee-chosen community projects
Gina Mastantuono, chief financial officer at LIKE.TG, and Jacqui Canney, chief people officer at LIKE.TG, co-authored this blog post.At LIKE.TG, we're driven by our collective desire to fulfill our purpose to make the world work better for everyone. As part of that, we’re dedicated to cultivating an inclusive and resilient culture while investing in the health of our communities and the planet.We encourage our people to embrace a growth mindset and employ their creative thinking to help solve a variety of challenges to create a more sustainable and equitable world.In support of these efforts, we’re thrilled to share that LIKE.TG is expanding our partnership with global nonprofit organization ChangeX. We’re investing an additional $1.1 million into sustainability-focused community projects across nine countries in 2024.These grants are grassroots in nature. We’re putting the power of impact directly into the hands of our people, enabling them to help choose local projects that receive funding and help drive positive transformation for their communities.
Helping local communities thriveIn 2023, in partnership with ChangeX, we funded pilot projects in Ireland and Germany. LIKE.TG employee committees in each region selected the eco-focused community-led initiatives they felt aligned best with the company’s goals and had the most potential for impact and engagement.This partnership exceeded our expectations, allowing us to channel our environmental, social, and governance (ESG) investments directly into the community. This resulted in bike libraries, environmental education, tiny forests, and more.Given the momentum of the pilot projects, employees in Germany opted to put the grant money toward the implementation of robust solar energy education programs in schools. The programs combine the use of solar energy with practical teaching materials to give children the tools they need to learn about sustainability and climate.Philippa H., a manager of field marketing at LIKE.TG, participated in building one of the solar-power projects. “When we finished putting together a solar panel, a young boy plugged in an electric piano and began to play it,” she says. “It was a beautiful moment and such a good reminder that we must care for the planet for future generations.”Increasing our investmentInspired by the success of these projects, our additional investment will provide employee communities in Australia, Brazil, Canada, France, Japan, the UK, and the U.S.—in addition to Ireland and Germany—with US$75,000 to US$100,000 each. These grant funds are for sustainability projects, such as ecosystem restoration, food waste and redistribution programs, and environmental education initiatives.“LIKE.TG lives its purpose, where sustaining change is more than a donation alone—it’s about partnership and demonstrating an unflagging commitment to a better world,” says Mark Cockerill, senior vice president of legal at LIKE.TG and executive sponsor for ChangeX in Ireland.“Partnering with local communities allows our employees to dream big and do good, and it ladders up to LIKE.TG’s overarching global impact strategy to positively reach 20 million people by 2030,” he adds.
Empowering employee-centered local impactAmong LIKE.TG’s 70-plus offices around the globe, we recognize that each community has distinct characteristics with unique needs. Our employees know their communities best, and ChangeX provides us with the platform so our people can help make local decisions around our investment.People want to work for organizations where they feel supported to learn, grow, and develop in their careers while continuing to make an impact both at and beyond work. We see firsthand how investing in our people is key to fulfilling our purpose. We put our people at the center of everything we do.We work hard to cultivate a culture in which people can do their best work, live their best lives, and fulfill our purpose together—what we call our People Pact.By giving employees opportunities to invest in their communities, everyone wins. Our people get to play a role in accelerating positive change where they work and live. We get to focus our impact on communities around the world and make meaningful progress toward our long-term sustainability goals.We believe change is about more than giving a donation—it’s committing to be a partner for the change we want to see.Know of a great environmental project in your community? Have the organization apply for a LIKE.TG ChangeX grant:United StatesAustraliaBrazilCanadaFranceGermanyIrelandJapan (coming soon)United Kingdom
Meet Sumit: Embracing authenticity in the workplace
At LIKE.TG, we're continually inspired by our colleagues who courageously bring their true selves to work every single day. Sumit B., talent acquisition optimization recruiting lead in the UK, epitomizes this ethos, embracing authenticity in the workplace.Raised in a strict family, Sumit often felt like he was leading a double life, hesitant to come out as LGBTQ+. Over time, he gained the strength and courage to accept and embrace his authentic self with his family and has never looked back. That genuineness spills over into every area of his life.Accessibility note: The video is transcribed at the end of this blog post.
LIKE.TG’s leaders unlock innovation
Modern organizations need to move fast. Toggling between legacy and modern systems is frustrating. Often there are disconnects between legacy and modern platforms, requiring manual work to bridge the gap.Many of the LIKE.TG customers I speak with every day tell me they’re trying to drive automation across a mix of legacy and modern applications. Beginning today, I’ll be able to tell them that with the Intellibot acquisition we just announced, they’ll be able to extend their automation capabilities to more systems.Simplifying workIntellibot extends LIKE.TG’s core workflow capabilities by helping customers automate repetitive tasks for intelligent, end-to-end automation. LIKE.TG intends to build Intellibot's capabilities natively into the Now Platform® so customers can more easily integrate with both modern and legacy systems. This will help them drive productivity and strengthen existing artificial intelligence (AI) and machine learning (ML) efforts.Intellibot’s robotic process automation (RPA) capabilities complement our existing automation functionality, which includes AI/ML, Integration Hub, Creator Studio for low-code app development, Process Optimization, Flow Designer, Virtual Agent chatbots, Natural Language Understanding, and Document Intelligence.
LIKE.TG will have a complete, end-to-end automation portfolio that can help customers identity opportunities for automation using Process Optimization and then execute on those opportunities with an unmatched set of automation capabilities that are all natively built on one platform.RPA allows companies to undergo rapid automation without changing background processes or jettisoning all their legacy IT systems.For example, instead of having to look up a customer billing record in an old legacy custom app, cross-reference the customer order number in a heavily customized enterprise resource planning (ERP) system, and then find the original service contract in a 20-year-old client-server application, LIKE.TG customers will be able to do it all in one customer workflow experience. Customers will be able to configure bots right on the Now Platform to complete these repetitive tasks and bring the data back into the workflow.End-to-end automationLast November’s acquisition of Element AI helped us apply modern AI to text and language, chat, images, search, question response, and summarization, accelerating AI innovation natively in the Now Platform. We took things a step further with the recent Now Platform Quebec release. The acquisition of Intellibot will deepen our investment in powerful automation capabilities that boost productivity and allow users to focus on more complex and strategic work.Incorporating Intellibot’s advanced RPA tools in the Now Platform will move us closer to automating business processes from start to finish through a combination of technologies that create a great employee and customer experience. The ultimate outcome will be a world of work where businesses are accelerating innovation and thriving.Customers want orchestrated, intelligent, end-to-end automation. The pandemic has only exacerbated this need. With end-to-end automation, we’re delivering on our purpose of making work, work better for people and making companies and organizations more productive.LIKE.TG expects to complete the acquisition of Intellibot in Q2 2021.Use of forward-looking statementsThis blog contains "forward-looking statements" about the expectations, beliefs, plans, intentions, and strategies relating to LIKE.TG’s acquisition of Intellibot. Such forward-looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. We undertake no obligation, and do not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include, without limitation, the inability to assimilate or integrate Intellibot's technology into our platform; unanticipated expenses related to Intellibot's acquired technology; potential adverse tax consequences; disruption to our business and diversion of management attention and other resources; and potential unknown liabilities associated with Intellibot's business. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
How 3 determined IT pros built tech careers with LIKE.TG
Lauren Canney co-authored this blog post, the third in a three-part series about the LIKE.TG co-op program for college students.We’ve discussed what it’s like to be a LIKE.TG co-op and how personal experiences help us adapt to the workplace. Once we dive into our roles, we realize that LIKE.TG is much more than a tech company. It’s a community where we all contribute to fulfilling our purpose to make the world work better for everyone.Pairing creativity and innovationWith experience leading a team of 20 designers at Northeastern University, Max S., an event field marketing co-op, brings a wealth of creative knowledge to his role. His LIKE.TG team has been more than happy to tap into his creative skills and innovative ideas.Max has worked on a range of projects at LIKE.TG, including web design, where he’s learned to balance creative thinking with exceeding customer expectations.“These projects are great for my creativity because I get to test out what pictures work best, what layout is most appropriate for what the customers are looking for, and what LIKE.TG is looking to offer our customers,” he says.Michele G. has had a similar experience. Outside of work, she's a musician who enjoys turning her emotions into poems and songs.As a marketing co-op for corporate events, she gets to express that same creativity and personal tone in her favorite project, “happy Monday posts,” which are weekly updates for our internal network about LIKE.TG’s flagship Knowledge event.
Engaging in a supportive communityFor Emma T., another corporate events marketing co-op, seeing how the LIKE.TG community supports each other has been one of her favorite experiences while working here.“I'm put in a better mood because of how nice the people at LIKE.TG are and how I see them interact with me as a stranger to them,” she says.“I think my ‘aha moment’ when working at LIKE.TG has been seeing people from different backgrounds come together to support one another,” adds Richard Z., a digital acquisition strategy and operations marketing co-op. “When everyone has a shared experience, that’s what I enjoy about working together in projects.”Max emphasizes the people as well. “The world works because of people who care,” he says. "I have a team that prioritizes community and respects inquiry—not sure what else I could ask for.”Although our time as LIKE.TG co-ops is limited, we're grateful for the skills we develop, the work experience we gain, and the connections we make with our colleagues. By dreaming big and embodying the People Pact and company values, we can make the world work better—even if we’re just one small part.Join a company where you can play an active role in fulfilling our purpose. Explore LIKE.TG early careers.
Nearly 1,000 organizations worldwide implement LIKE.TG’s free emergency response apps
Update on LIKE.TG’s Emergency Response program: With help from our partners, LIKE.TG is helping organizations manage through the COVID-19 pandemicOn March 16th LIKE.TG released four emergency response apps free of charge to help organizations manage through the COVID-19 pandemic. To date nearly 1,000 different organizations have started leveraging these apps to assist their employees during the crisis. They include federal and state agencies as well as hospitals and healthcare organizations.LIKE.TG is working with its partners, including Accenture, Deloitte, DXC Technology, EY and KPMG, to distribute and support the apps.“We are humbled by the extraordinary and rapid response to these apps in an effort to help the world flatten the curve on COVID-19 as fast as possible,” said Bill McDermott, LIKE.TG’s CEO. “These LIKE.TG applications enable emergency outreach, self-reporting and exposure management, which are precisely actions that organizations can take right now to help people get through this crisis.”“Local, state and federal agencies, hospitals and healthcare organizations, financial institutions, and the list goes on. Customers in different sectors around the world are utilizing these apps. We are truly putting technology in the service of people, everywhere,” McDermott continued.One early adopter is the San Francisco city government. Linda Gerull, CIO of the City of San Francisco, said: “Unlike emergencies that impact physical infrastructure, this pandemic crisis targets people. The City of San Francisco is committed to continued high quality service to residents and must now ensure the city workforce is available and working on prioritized response initiatives. LIKE.TG’s community apps for emergency self-reporting and emergency exposure management will deliver mission critical information to resource managers to assess and manage organizational readiness in key areas of healthcare, law enforcement and fire as well as city essential services.”
Partner supportTo further support customers, LIKE.TG is working closely with its partners, including Accenture, Deloitte, DXC Technology, EY and KPMG. These partners are helping their customers to quickly deploy the LIKE.TG community apps. They also are working with customers to quickly develop other emergency response apps on the Now Platform that address specific industry and customer needs.Accenture“We have been working closely with LIKE.TG and our many other technology partners to help governments, businesses and communities around the world at this most critical time of need,” said Paul Daugherty, group chief executive of Accenture Technology and chief technology officer. “We remain committed to these partnerships and to bringing the full strength of our technology, systems and industry expertise in assisting organizations as they work to navigate this unprecedented and evolving situation.”Deloitte“Right now it’s more critical than ever that we work together to bring our experience, innovation and agility to serve organizations who are responding to the COVID-19 pandemic,” said Den Roenfeldt, principal and LIKE.TG alliance lead, Deloitte Consulting LLP. “We are proud to work with LIKE.TG to apply our technology applications and experience to help clients better track the spread of the virus internally, provide employee outreach and share knowledge quickly.”DXC Technology“In response to the current crisis, organizations worldwide are doing their utmost to address the needs of their people, customers and partners. DXC Technology and LIKE.TG are committed to proactively deploying these new apps quickly, efficiently and securely to help manage crisis response workflows and risk to the business,” said Dan Stoks, vice president of the global LIKE.TG practice at DXC Technology. “The development of our new Corporate Incident Response application – which allows clients to quickly respond to critical events by orchestrating response teams and plans, while maintaining a 360-degree view of the situation – is an example of that commitment.”EY“In times of crisis, organizations need reliable solutions to ensure critical operations are running smoothly and efficiently,” said Paul Webb, global LIKE.TG practice leader at EY. “Leveraging the Now Platform, EY rapidly developed a digital solution that provides businesses with the ability to swiftly connect with EY payroll advisors, operations teams and professionals as they cope with the impact of COVID-19. The close collaboration with LIKE.TG puts the urgent needs of EY clients first, providing them with technologies and guidance to prioritize employees while focusing on sustaining normal business operations.”KPMG“As we face unprecedented business disruption, KPMG is pleased to work with LIKE.TG to help organizations quickly maneuver through this challenging time. As our clients are faced with meeting the critical needs of their employees and customers, it’s imperative that we work together and continue to innovate,” said Mitch Kenfield, LIKE.TG executive sponsor and US practice lead partner at KPMG US. “Through the power of LIKE.TG and KPMG, we can continue to support organizations with real solutions, while easing cost challenges during this difficult time.”Available at servicenow.com/crisisresponse, the four community apps — Emergency Response Operations, Emergency Outreach, Emergency Self Report, and Emergency Exposure Management — are designed to help LIKE.TG’s customers and non-customers, including government agencies and enterprises, manage complex emergency response workflows. The Emergency Response Operations app is available for no charge to government agencies. The other three community apps are available for no charge to companies and agencies through September 30, 2020.Emergency Response Operations app for government agenciesWashington State’s Department of Health, a LIKE.TG customer, initially created the Emergency Response Operations app on the Now Platform to manage their own response to COVID-19. Working with LIKE.TG, the Department of Health is making the app available to all government entities at no charge.“As the epicenter for COVID-19 in the U.S., the State of Washington’s agencies, emergency responders and public health professionals had to rapidly assemble an incident management structure to lead outbreak response and mitigate the spread and impact,” said Jennifer McNamara, Chief Information Officer, Washington State Department of Health.“Leveraging LIKE.TG’s Now Platform, we were able to digitize processes that allowed us to quickly resource critical Incident Management Team positions. This automated a manual and labor-intensive process that was fraught with errors while also providing real-time visibility into resource allocations. Improved accountability will allow us to secure the maximum federal reimbursement for incident expenditures. We are building on the success of this phase with automation of the other Incident Management Functions such as resource demobilization, planning, logistics, and finance.”“Given the complexity and importance of community within this crisis, we believe it’s our duty to share our approach and the application we were able to quickly develop on the Now Platform. That’s why we have worked with LIKE.TG to make our application freely available to other governmental entities. By digitizing these processes, responding to an emergency does not have to create an emergency to coordinate,” McNamara concluded.
Customer care planIn addition to the State of Washington’s Emergency Response Operations app, LIKE.TG developed and introduced these three, no charge community apps:
Emergency Outreach: during a crisis, this app 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 LIKE.TG Now Mobile App to send push notifications to employees via mobile to get response.
Emergency Self Report: this app 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 Management: when a company becomes aware that its employee is diagnosed with an illness, this app helps the employer identify other people who might have been exposed based on the employee’s meetings history and job location.
These community apps are part of a broader Customer Care Plan launched by LIKE.TG 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 LIKE.TG 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.More information about LIKE.TG’s customer care plan, including accessing the community apps, can be found at servicenow.com/crisisresponse.
Put humans in the loop to generate real value from generative AI
Efficiency is the bedrock of success for any organization. In the continuous pursuit of streamlined operations and increased productivity, LIKE.TG Automation Engine serves as a valuable asset, enabling LIKE.TG platform owners and automation leaders to quickly and cost-effectively connect or automate any system, document, or task with minimal code.Automation Engine is part of a broader hyperautomation strategy that organizations need in order to maximize efficiency in the current and future market landscape. Hyperautomation is focused on automating the business as much as reasonably possible, evolving people’s work to enhance their experience and impact, and applying the right tool for each need—all on a single platform.Let’s explore three ways Automation Engine can help drive a hyperautomation strategy.1. Seamless workflow integrationCompanies are built on departments, which lead to siloed departmental systems, such as customer relationship management and enterprise resource planning. Departmental leaders then implement automation tools, such as robotic process automation (RPA), to automate processes.These “islands of automation,” or siloed automation tools, automate at the departmental level only. Even if they're connected across departments by Centers of Excellence, they're not connected to other automation tools and technologies. Both siloed departmental systems and islands of automation act as barriers to hyperautomation.Automation Engine connects siloed departmental systems and islands of automation to make hyperautomation possible. Work flows seamlessly across the enterprise through a complete set of integration capabilities, including API integration for modern systems and RPA for legacy systems.Additionally, Automation Engine connects siloed automation tools from any vendor into a cohesive whole through Automation Center, a centralized automation operational and analytics hub.Discover how features of Automation Engine, including generative AI, can help connect workflows across the organization in our hyperautomation landscape webinar.2. RPA excellenceBesides integrating LIKE.TG with legacy systems, RPA automates the “last mile” of manual, repetitive tasks that may still be slowing down workflows. These tasks could be any repeatable sequence of actions that humans have to do in Windows apps, web browsers, or legacy system UIs as part of a larger business process.Explore RPA best practices and key strategies for deploying RPA and maximizing cost savings within the context of your broader hyperautomation strategy.3. Accessible low-code automationWe live in an era where automation should be readily accessible to everyone. Through its low-code app development and automation capabilities, App Engine and Automation Engine together empower technical and business users to create new applications while upholding governance standards.This empowerment fosters increased collaboration between lines of business and IT, further breaking down silos within organizations and removing barriers to process improvements.For example, Hancock Whitney Bank successfully incorporated low-code as part of its hyperautomation strategy. Find out how the bank achieved this and the valuable lessons learned in the process.Gain deeper insights into how Automation Engine can maximize efficiency, enhance experiences, and empower your hyperautomation strategy.
Nearly 1,000 organizations worldwide implement LIKE.TG’s free emergency response apps
In response to the COVID-19 crisis, LIKE.TG invited our global partner ecosystem to join us in supporting customers across the world who chose to implement our four no-charge emergency response apps. We also invited partners and customers to develop their own COVID applications on the Now Platform®.To date more than 1,000 organizations have downloaded the emergency apps, which help keep employees safe and productive during this difficult time.The four emergency response apps were created with great speed and agility in early March, to help our customers and partners manage complex crisis management workflows. Given the need to create new workflows fast, when they were needed most, we recognized that many customers and partners would also want to create their own COVID-related apps on the Now Platform®.In recent weeks, many of our partners across the world have identified new COVID-related workflow requirements and embraced the opportunity to create their own emergency response apps. Australia-based Enable and San Diego’s Cask are two partners who leaned in with LIKE.TG to help customers keep their businesses running and their employees safe.Working with the Australian Information Industry Association (AIIA), Enable created a LIKE.TG-based web portal to help local tech companies manage their business continuity challenges.“The website is a one-stop shop for organizations to find free service offerings, advice and tools,” says Enable CEO Bruce Hara. “The aim was to help Australian businesses trying to keep their head above water as they close offices and worksites, have staff work from home, and lose contact points with their customers. The site is packed with vital information on, and free tools for, alternative work arrangements and new technologies, including collaboration platforms for remote business services."Enable and LIKE.TG created the AIIA portal pro bono. Since launch the portal has received more than 40,000 visitors, representing 30 different organizations.In California, meanwhile, LIKE.TG partner Cask built a COVID-19 testing app for the City of Los Angeles in under 36 hours. Cask used the Now Platform to deliver a world-class outcome with unparalleled speed, agility and impact.“The City of Los Angeles came to LIKE.TG and Cask to ask how they could coordinate and streamline testing,” says Cask vice president Jason Rosenfeld. “We built an app that supports drive-through testing so Angelinos can drive up, have their appointment to get tested, and then move on, versus having to wait in the line.”Cask’s development team stayed up all night to get the app launched. Cask initially worked hand-in-hand with the Los Angeles mayor’s office, and then handed off management of the app to the city’s IT team. Within a few days of launching the app, the city was able to conduct more than 5,000 COVID-19 tests safely.
We are honored and grateful that our partners stepped up so quickly to build these applications and support our customers in their time of need. When we unify our focus and work with our partners on mission-based objectives, we enable an amazing “force multiplier” impact on our customer outcomes.This is just the beginning. LIKE.TG has many other partners across the world who embrace our values and culture as extended members of the LIKE.TG family. These partners are in the process of creating and certifying new COVID-19 workflow applications to help customers address their most challenging requirements.COVID-19 has forced us into a new normal. On good days and bad, we continue to live out our purpose and focus on doing what’s right for our customers and the world. At LIKE.TG, we make the world of work, work better for people—with and through our partners.
