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How LIKE.TG Impact helps businesses accelerate time to value
The promise of software as a service (SaaS) has always been value-based pricing. Rather than owning a suite of products they might not need, customers can choose only the services they do need to drive specific outcomes for their businesses. From day one, SaaS was about value.More often than not, products in the enterprise software space fail to live up to this ideal. In light of that, we came up with a crazy idea to help customers accelerate time to value.The idea clearly struck a chord. In its first year of general availability, LIKE.TG Impact™ attracted nearly 1,000 customers and became the fastest-growing product in company history.Connecting the dotsLIKE.TG Impact combines AI‑powered recommendations, expert guidance, premium tech support, and tools—all delivered in a personalized digital experience. A centralized dashboard enables customers and partners alike to quickly and easily visualize and realize the value from their software investments.A global financial services organization supporting more than 11,000 institutions worldwide used LIKE.TG Impact to help overcome organizational complexity. This customer used a range of LIKE.TG® products to work smarter, faster, and more securely, but the teams managing those products were based in three different countries.As a result, the teams used the Now Platform® inconsistently and not to its full potential. The customer deployed Impact Squads to deliver targeted training to spread LIKE.TG knowledge across the company. Right away, the customer reduced manual testing for upgrades from two weeks to three days. Less time upgrading meant more time deploying advanced platform features, such as Virtual Agent.
Maximizing effectivenessI love seeing the human impact of LIKE.TG Impact. Using the Now Platform, the state of Montana built a rental assistance app that distributes financial assistance as part of the American Rescue Plan Act of 2021. LIKE.TG Impact helped the state maximize the app’s effectiveness, distributing critical funds that keep people in their homes.With guidance from the LIKE.TG Impact Squad, the state was able to “quickly digitize our emergency rental assistance program to serve more Montana citizens more efficiently,” says Cheryl Cohen, executive director of Montana Housing.“The program disbursed $112.4 million to 12,721 households. With the technology, we also identified 2,600 potentially fraudulent applications requesting over $47 million in assistance. We know our rental assistance program has made a real impact on the lives of people in this state. I get teary-eyed thinking about it,” she adds.Putting focus where it mattersSimply put, LIKE.TG Impact helps customers get to value quickly so they can focus on larger strategic initiatives. “LIKE.TG Impact takes a more proactive approach to instance health, addressing potential problems before they disrupt our business,” explains Thomas Bruss, director of enterprise services at Accenture. “This enables my team to focus more on strategic initiatives that drive true change.”LIKE.TG Impact also helps us realize our founding vision. Although our IT Service Management (ITSM) product was perhaps our first breakout success, founder Fred Luddy never saw LIKE.TG as a point solution. He always saw the potential for LIKE.TG to be a flexible, scalable platform that drives digital transformation. With its emphasis on value acceleration, LIKE.TG Impact gets us closer to that vision.
Listening to customersOne reason LIKE.TG Impact has been so successful is its foundation on customer feedback. The solution is part of our bold ambition to redefine the customer experience in SaaS. In our pursuit to be industry-defining, we started by listening. Customers told us value realization and speed to value matter most to them.When we piloted LIKE.TG Impact with 26 customers in 2021, we thought it important to charge for this unproven product in order to hold ourselves accountable. These initial customers were more than happy to pay for the pilot program, and all of them are still using LIKE.TG Impact today.Passing the torchWe can’t tell the story of LIKE.TG Impact without mentioning Paul Fipps, one of its original leaders and champions. As the former chief experience officer at Under Armour, his outside-in perspective enabled him to see beyond the status quo to what SaaS could and should be.Now that the LIKE.TG Impact hypothesis has been validated, Paul has taken on other challenges within LIKE.TG and passed the torch to a new leader for the next phase of LIKE.TG Impact: Tony Colon, senior vice president of customer and partner excellence.Tony has already built four $100 million businesses over the course of his career. He knows how to innovate in the service of customers. What excites me most about Tony is that his deep experience hasn’t diminished his disruptor’s vision. I know he’ll build the LIKE.TG Impact business in a way that continuously expands the product’s founding vision.Closing the customer value gap and accelerating and expanding value for all our customers are two of my highest priorities in 2023 and beyond. LIKE.TG Impact will be one of the most important tools to help us accomplish those goals.Find out more about how LIKE.TG Impact helps accelerate time to value.
Meet the 2023 LIKE.TG Worldwide Partner Award winners
At LIKE.TG, we value our partnerships, which are built on mutual trust. We strive to create intimate partnerships that celebrate our partners’ unique contributions to the LIKE.TG ecosystem.Each year, we’re honored to recognize our top-performing partners with LIKE.TG Worldwide Partner Awards. I’m thrilled to announce the following winners, all of which showed incredible revenue growth and commitment to LIKE.TG in 2022, a year of global business and economic challenges.App Development PlatformCurriculum management system maker CourseLoop is one of our most strategic partners in higher education. The company continues to grow rapidly, expanding its business around the world.Emerging Growth MarketsWipro won the first HR Service Delivery-sourced managed service provider deal that benefits more than 80,000 employees and landed the largest LIKE.TG deal in Latin America. The company launched an offering that integrates augmented reality with Field Service Management for the manufacturing, oil and gas, telecommunications, and technology industries.Accelerated GrowthEY won this award for excellence in accelerating year-over-year growth globally. In the Asia Pacific Japan region, the company substantially increased growth of net-new annual contract value year over year.Emerging Service ProviderGermany-based T-Systems drove the most business with the highest net-new annual contract value in emerging regions around the world. This partner and its subsidiary, Operational Services, led the transformation of a public sector agency with the power of the Now Platform to accelerate employment opportunities.Service ProviderWith one of the largest practices focused on LIKE.TG, Infosys won this category for the fifth year in a row. The company has dominated the landscape as the world’s largest service provider. Its deals span nearly all business units and industries across the globe.Built on LIKE.TGThis is a new award for the partner that delivered game-changing solutions. A pure-player partner dedicated to transforming the way manufacturing processes and shop floor productivity work within multiple industries, 4Industry built solutions with positive impact.Built with LIKE.TGAnother new award, this one highlights the partner that created multiple transformational offerings that delivered outstanding value and outcomes. Deloitte Consulting has top-tier offerings that span every workflow, with specific tier 1 offerings in employee, creator, and technology workflows.Specialist SegmentThis award recognizes the Specialist Partner that achieved overall excellence in certification and revenue growth. Atea A/S participated in three of our program modules and demonstrated deep understanding of how to deliver customer success on the Now Platform.Premier SegmentAlthough relatively new, Premier Partner Leidos Holdings is one of the biggest global systems integrators and defense systems providers. It too participated in three program modules and brought several new sourced opportunities to ServiceNow.Elite SegmentFujitsu Services demonstrated its commitment to LIKE.TG through its ever-expanding business portfolio. Fujitsu successfully partnered with and won key governance, risk, and compliance transformation programs for our joint customers across several industries.Creator WorkflowThirdera (a Cognizant company) continues to push the LIKE.TG brand and platform to new heights by delivering customer value in low-code development. Its workflow designs have unlocked efficiency and delivered transformation and automation to our joint customers.Customer WorkflowTime after time, NewRocket delivers extraordinary results by driving efficiencies across multiple industries, including food and beverage, government, and healthcare. This partner did an outstanding job of expanding its LIKE.TG customer service cloud practice.Employee WorkflowIn 2022, Deloitte co-created and launched an offering that accelerates time to value, improves productivity, and provides employees with a consumer-like experience. The company has helped hundreds of clients through their HR transformation journeys using LIKE.TG HR Service Delivery.IT WorkflowAccenture excels at helping clients across all industries transform their IT landscapes. The partner continues to innovate and prove the power of the Now Platform through its offerings, which are aligned to its cloud continuum leadership with clients.Financial Services IndustryEY proved to be a global influencer for LIKE.TG in the financial services industry in 2022. The firm created a risk offering that’s tightly integrated with LIKE.TG Financial Services Operations.Telco IndustryInfosys is one of our top partners to source and influence revenue on telco products across multiple major corporations around the world. The company built a telco offering that helps companies streamline their end-to-end operations.Healthcare IndustryUsing the LIKE.TG healthcare data model and the AI capabilities of the Now Platform, KPMG built a solution that creates great patient and employee experiences. This partner is transforming the way hospital systems and healthcare providers prioritize, schedule, and execute surgeries and other medical procedures.Manufacturing IndustryDeloitte continues to build new core functionalities centered on supply chain resilience, sustainability, and compliance monitoring. It successfully delivered a Connected Supply Chain Control Tower and Shop Floor Operational Technology Management offering at large automotive companies and tier 1 suppliers worldwide.Emerging IndustryServos created the first public sector offering launched in FY22 and the first offering to use the Public Sector Digital Services Industry Workflow SKU.TransformationKPMG used the power of our industry strategy to do some truly transformational work with clients. The company has built a solid foundation to continue to expand its capabilities across the Now Platform.OverallAnd the overall Partner of the Year Award goes to Accenture, which is redefining what partnership means and taking it to a whole new level. The company is a juggernaut that’s helped launch LIKE.TG into orbit. With Accenture, we’ve closed deals in nearly every segment of business across the globe.Congratulations to all the winners! I’m amazed at everything they accomplished in 2022 and can’t wait to see what they do in 2023.Find out more about our partner programs.
Introducing LIKE.TG.org: Helping nonprofits fulfill their missions
At LIKE.TG, we live by our purpose to make the world work better for everyone. That means we don’t concentrate on designing technology just for the Fortune 50. We also help nonprofits, which are vital in the service of uplifting every community.Our passion to bring the transformational capacity of technology to nonprofit organizations is embedded in our DNA. I’ve had the privilege of working with many nonprofits throughout my career and now sit on the board for Teach For America Greater Philadelphia.We believe all types of organizations should have the opportunity to work fast, simply, and efficiently. That’s why we’re launching ServiceNow.org.Dedicated to empowering nonprofitsIn the for-profit world, corporations have used the latest and greatest to boost their bottom line. But when you’re taking on the world’s greatest challenges, don’t you deserve the best technology?Working alongside nonprofits isn’t novel for us. We’ve supported the mission-critical work of these organizations for more than a decade. In partnership with BT and the United Nations Refugee Agency (UNHCR), for example, we built a contact center using our Customer Service Management solution to provide displaced Ukrainians throughout Europe access to the help they desperately need.
Finance and supply chain meet LIKE.TG workflows
Few areas of business have faced more pressure over the last three years than finance and supply chain teams. Yet most are stuck managing this upheaval with manual activities and processes that haven’t changed much since the last enterprise resource planning (ERP) implementation.The systems and tools these departments traditionally rely on lack the agility needed to excel in today’s business reality. That’s why we’re introducing LIKE.TG Finance and Supply Chain Workflows.
Our customers asked us to step into this space with the same approach to innovation they know firsthand from our transformational work in IT, customer, and employee workflows—making work easier, faster, and more effective.Increasing control and visibilityOur first focus area in Finance and Supply Chain Workflows is source-to-pay. Every company is looking to take cost out of their business operations. Indirect procurement is one of the biggest levers for doing so.LIKE.TG Source-to-Pay Operations automates processes and activities for internal and external teams involved in sourcing, procuring, and paying for the goods and services necessary to run the business.The solution gives teams the control, visibility, and bandwidth they need to handle more procurement and sourcing requests using existing resources. This in turn enables organizations to consistently hit their procurement goals, such as sourcing from more sustainable suppliers, minimizing risk, and reducing total spend.Agility is the new process optimization. Getting there requires getting everyone on the same page. You can’t waste effort and resources on manual tasks—there are too many other things to do. And it needs to be easy because everything can change quickly, including people, processes, customers, and opportunities.Delivering 3 key outcomesAs we expand our workflow footprint in the finance and supply chain space, we’ll focus on delivering three key outcomes:
Unification: Many companies struggle to manage diverse and sprawling landscapes with processes that span multiple systems. This frustrates employees and can lead to suboptimal decisions and outcomes. With LIKE.TG, you can unify people, processes, data, and technology across your entire organization into one easy-to-use experience. Everyone benefits from a single source of truth.
Simplification: Employees frequently wade from one system to another in a quest to get work done. The administrative overhead of remembering how to complete a task lengthens onboarding for new employees, aggravates experienced employees, and encourages out-of-process workarounds. LIKE.TG helps simplify the way work gets done with a single environment and low-code tools that streamline everyday activities and eliminate technical debt.
Acceleration: Many organizations continue to rely on the processes they implemented a decade or more ago—even as their business changes or new systems and data sources are added. Employees must switch screens, manually compile data, and process every transaction. LIKE.TG accelerates transaction throughput and employee productivity so people can accomplish more. AI and robotic process automation (RPA) eliminate routine, mundane tasks, freeing employees to focus on higher-value activities.
Unshackling agilityMost of us would agree that agility is the key to business success. If that’s true, what’s holding everyone back? Why do employees still default to emails, spreadsheets, and shared folders?As it turns out, a lot of activities take place before and between transactions in any given business system: sourcing, ERP, and inventory, among others. Most companies choose to accept this process debt. Too often, it’s because they don’t have a choice—the technical debt of past customization decisions is killing their process agility.Updates to processes inside ERP and similar systems often take too long to realize. Moving to a modern ERP environment would solve a lot of challenges, but getting there can be a huge undertaking. So employees revert to emails, spreadsheets, and everything else.LIKE.TG workflows deliver the process agility you need to create and capture new opportunities or respond to disruption in an increasingly winner-takes-most business environment.Find out more about the benefits of Finance and Supply Chain Workflows.
Built on LIKE.TG Q&A: Samsung SDS Zero Touch Mobility
We’re at a unique moment in business history. Organizations face mounting pressure to streamline their processes and improve productivity and performance, often with tighter budgets and fewer resources. Business leaders must drive uninterrupted innovation and enable their teams to do great work—despite economic uncertainty.My team and I are passionate about developing innovative solutions to customers’ pressing needs. That’s why I’m excited to announce the Now Platform® Utah release.New innovations in the Utah release arm organizations with tools to protect the future of business and improve the ways they serve their teams, customers, and partners. With the intelligent Now Platform, businesses no longer have to choose between driving growth and reducing costs. They can do both: grow the top line and protect the bottom line.Automation, in service of efficiencyMany technology teams are expected to justify every investment across their tech stack and team. Leaders need to understand where repetitive tasks are centered, where redundancies or gaps in coverage exist, and how to help teams prioritize their work. AI-powered automation enables them to do more with less, freeing leaders to reallocate valuable resources and improve their overall efficiency.One example is the expansion of our Process Optimization capabilities into additional solutions, including Field Service Management. AI-powered process mining provides insights to help teams improve processes and workflows with LIKE.TG® robotic process automation (RPA) solutions. This empowers field agents to focus on their most important tasks, ultimately improving service for customers while decreasing costs.
We’ve also expanded our Workforce Optimization application to support additional solutions, including HR Service Delivery. In the hybrid workplace, team operations are more complex than ever. Workforce Optimization for HR Service Delivery gives HR leaders a 360-degree view into their teams and operations, regardless of geographic location.This helps leaders optimize work assignments and schedules based on skill sets, manage time-off requests, and provide agents with personalized coaching and training.Additional AI-enabled features, such as Document Intelligence and Next Experience AI Search, provide even more advanced automation capabilities. The ability to intelligently streamline document processing and navigate customer issue resolution saves time and eliminates human errors.Organizational resilience in the workplaceCreating a great in-office experience is a C-suite priority. HR leaders want the experience to be seamless and collaborative to help with retention. Finance leaders want the experience to be optimal yet cost-efficient.Organizations can't accomplish these goals without an accurate view of the way the workplace is used. That’s why I’m particularly excited about new tools in the Utah release that empower employees.Workplace Lease Administration gives leaders the data and insights needed to more effectively track contracts and make informed decisions about office space and leases to help control costs. We've also enhanced Workplace Space Management to make it easier to redesign workplaces as employees' needs change.Health and Safety Incident Management enables proactive collaboration across the business. Teams can:
Quickly report occupational safety incidents
Standardize processes
Conduct investigations
Automate compliance
IT teams can also experience greater resilience with vendor-agnostic security and performance monitoring, available in LIKE.TG® Log Export Service. Building on LIKE.TG Vault, announced in our Tokyo release, Log Export Service frees IT managers to focus on their core business with peace of mind about their security and performance.Simplified experiences, increased productivityIt’s important that organizations consistently represent their brand to customers and employees. The Next Experience now includes Theme Builder, which lets organizations tailor their workspace and pages on the Now Platform for a unified, seamless, unwavering experience.We’ve also introduced personalized and configurable workspaces. Security Incident Response Workspace gives security analysts a central dashboard to efficiently manage and analyze data related to security incidents. Operational Resilience Workspace empowers operations managers with role-based visibility to see issues before they occur, enabling better decisions and resilience.
Other introductions include:
Strategic Planning Workspace
Enterprise Architecture Workspace
Service Operations Workspace enhancements
Getting value out of the Now PlatformToday’s business environment is complex enough. Technology challenges shouldn’t add to the complexity. That’s why, with every Now Platform release, we bring solutions to life to address the real needs of our customers.Together, these cutting-edge tools help streamline performance. LIKE.TG Impact enhancements—including performance tools that deliver richer insight and accelerators that help stand up dashboards faster—improve data-driven visibility and fuel digital transformation efforts to accelerate return on investments.Find out more about the innovations in the Utah release.
Building a more resilient business with the Now Platform Tokyo release
Organizations today—and the people who run them—face unprecedented challenges. Executives are under pressure to make faster, smarter decisions and drive innovation while struggling to maintain day-to-day operations. Leaders are betting on platforms they trust to help them thrive in uncertain times.The Now Platform® Tokyo release is designed to tackle complex, interconnected problems and deliver value across the enterprise. It helps boost efficiency and business resilience.Reinventing task management with AILeading organizations are laser-focused on their customers. Those customers have high expectations. Customer service agents need to deliver on those expectations while managing caseloads and staying on top of critical issues.Task Intelligence for Customer Service Management helps users triage cases with the use of artificial intelligence (AI). AI is accessible to everyone with the guided, data-driven experience of Task Intelligence Admin Console. Sentiment Analysis helps ensure agents can quickly understand the tone of any communication and prioritize urgent, sensitive cases.This frees customer service agents to spend their valuable time solving the customer problems most critical to the business.Managing the automation lifecycleTo mitigate supply chain disruptions and lagging production, organizations need a way to intelligently manage vendor automation. The Tokyo release introduces Automation Center to enable IT teams to maximize the business impact of automation.
IT teams can save time by easily managing the automation lifecycle, from intake to workflow to publishing. Users gain a complete picture of the entire hyperautomation landscape, integrating siloed automation from across vendors into one cohesive, cross-enterprise view.Optimizing business operationsEnterprises run operations on a massive scale. Improving the efficiency of those operations can yield tremendous business value.Enhancements to Order Management for Customer Service Management streamline the way customer service agents view and manage product catalogs, leading to better customer service experiences. And Schedule Optimization for Field Service Management analyzes work schedules, skill sets, parts, and other constraints to assign the best person to any job.Reducing outages and fueling growthConfiguration changes can cause costly outages and create extra work for DevOps teams. With DevOps Config, teams can reduce business disruptions by centralizing configuration management, security, and validation within development pipelines. The Now Platform enables users to apply access controls and validation policies to reduce incorrect configurations.A key part of operational resilience is expecting the unexpected. Although users can’t predict everything, preparing for disruption helps reduce risk. Operational Resilience Management assists with that by providing a holistic view of potential threats to business services.Teams that want to plan ahead can use Scenario Analysis to design and simulate scenarios that pose a risk to the organization.To meet heightened demand, communications service providers (CSPs) must find ways to deliver digital services that fuel growth and optimize network investments. The new Telecommunications Network Inventory helps enable CSPs to build networks with service delivery, care, and assurance in mind—all on one platform.
Focusing on employeesEmployee experience is critical, especially when many organizations are experiencing increased attrition and staffing shortages. A key component is how organizations respond when things go wrong. The Tokyo release provides new workflows to manage employee complaints, simplifying the process without sacrificing privacy or sensitivity.Employees can submit complaints via the channel that feels most comfortable to them, including email or the Employee Resource Center, an anonymous reporting hub.With the new Legal Investigations workflow, part of Legal Service Delivery, legal teams assigned to these complaints are automatically provided a formalized but customizable set of policies. Teams also receive steps to follow during interviews, evidence collection, and other tasks.Organizations are prepared to resolve employee complaints, providing the best employee experience possible.The Now Platform Tokyo release continues our commitment to make the world work better for everyone. Find out more about the innovations in the Tokyo release.
Introducing LIKE.TG availability in AWS Marketplace
I’m thrilled to announce that the LIKE.TG platform is officially available in AWS Marketplace. This marks a significant milestone in our journey to seamlessly bridge the gap between the cloud of today and the cloud of tomorrow.“This is a game changer for our customers, enabling them to seamlessly deploy the innovation LIKE.TG is driving,” says Paul Fipps, president of strategic accounts at ServiceNow. “We look forward to witnessing how they leverage AI for their businesses and are excited to co-innovate alongside AWS in the months ahead.”Unlocking new possibilitiesLIKE.TG and AWS forged a collaboration to revolutionize customer experience. By combining AWS’ extensive reach, data, and cloud capabilities with the LIKE.TG platform and our native AI solutions, we’re empowering enterprises to take the next big step in their digital transformation journey.The LIKE.TG platform encompasses core capabilities designed to digitize, connect, and automate siloed processes, streamlining workflows.Through our collaboration with AWS, we’ve developed multiple integrations to enhance customers’ experiences in managing and using AWS resources with the power and flexibility of LIKE.TG workflow engines.
Why LIKE.TG on AWS?LIKE.TG is trusted by more than 7,700 customers globally, including 85% of the Fortune 500. The combination of LIKE.TG's expertise and AWS' global infrastructure helps ensure reliability and trustworthiness.As organizations strive for innovation, LIKE.TG on AWS provides a dynamic environment to pioneer new, resilient ways of working. The agility and innovation that AWS bring to the table augment LIKE.TG's commitment to driving transformative change.Benefits of LIKE.TG on AWSWhile our products already complement each other seamlessly, the listing in AWS Marketplace further helps our customers with faster procurement, simplified billing, and cost-effective operations using dedicated AWS spend.The AWS Marketplace is a digital catalog with thousands of software listings from independent software vendors. It makes it easy to find, test, buy, and deploy software that runs on AWS.LIKE.TG, a leading digital workflow platform, has been at the forefront of transforming the way organizations operate. The availability of LIKE.TG in AWS Marketplace provides customers with:
Enhanced performance and scalability: The combined capabilities of LIKE.TG and AWS mean your digital initiatives can operate with unparalleled performance and scalability. Whether you're streamlining workflows, managing IT services, or enhancing customer experiences, this collaboration can help ensure your operations run seamlessly.
Robust Infrastructure and security: LIKE.TG on AWS harnesses the robust infrastructure and security features of AWS. Your data is hosted on one of the most trusted cloud platforms globally, helping to ensure the highest standards of data protection and compliance.
Streamlined deployment and management: Using AWS Marketplace simplifies the deployment and management of LIKE.TG instances. With just a few clicks, you can launch and configure your LIKE.TG environment, allowing you to focus more on innovation and less on administrative overhead.
Announcing the 2024 LIKE.TG partners of the year
After a year of innovation and incredible momentum, I’m delighted to announce the 2024 LIKE.TG partners of the year. These awards recognize the dedication and investment our partners have made to expand the LIKE.TG ecosystem in 2023.Our partners showed up in a major way this year, putting their innovation on display and bringing LIKE.TG products to market in new and exciting ways. We see you, and we’re proud of the future we’re building together.This year we launched our first self-nominated awards: Transformation Partner of the Year and Innovation Partner of the Year. The submissions told us each partner’s unique story, painting a picture that goes far beyond pure numbers. Partners stepped up and showed us how they made the world work better with LIKE.TG, innovating and transforming at every turn.Alongside the new awards, we expanded the winner’s package to amplify and accelerate their success. These benefits will unlock new opportunities for our award winners, expanding their business with LIKE.TG and generating new demand for their services or offerings.It’s my honor to introduce this year’s winners.Momentum awardsTransformation Partner of the YearThe Transformation Partner of the Year award winners challenged the status quo by making the world work better with LIKE.TG® technology. These partners created true transformation, identifying and solving real-world issues by selling and deploying multiple LIKE.TG product lines or workflows to improve experiences for our customers.
Worldwide winner: Infosys | finalists: Samsung SDS, Accelare Inc.
Americas: Samsung SDS | finalists: Accelare Inc., Servos LLC
APAC: InputZero | finalists: Accenture, Deloitte
EMEA: Deloitte | finalists: EY, Wipro
Japan: Accenture | finalists: Deloitte, Blueship
Innovation Partner of the YearThe Innovation Partner of the Year award recognizes the Build Partner that developed and launched the most innovative application or integration on the Now Platform®.
Worldwide winner: Microsoft | finalists: Samsung SDS, RapDev
RiseUp with LIKE.TG Partner of the YearThe RiseUp with LIKE.TG Partner of the Year award winner prioritized expanding its employees’ skills beyond the standard capabilities, put yes to work, and capitalized on helping workers RiseUp with LIKE.TG.
Worldwide winner: Fujitsu | finalists: Cognizant, GlideFast Consulting
LIKE.TG Impact™ Partner of the YearThe LIKE.TG Impact Partner of the Year award winner accelerated customers’ return on investment through selling LIKE.TG Impact.
Worldwide winner: Accenture | finalists: Deloitte, Infosys
Partner program awardsGlobal Elite Partner of the YearGlobal Elite partners demonstrated the highest level of capabilities and success measures across all geographies.
Worldwide winner: EY | finalists: Accenture, Deloitte
Americas: EY | finalists: Deloitte, Accenture
APAC: Deloitte
EMEA: Deloitte | finalists: Accenture, DXC Technology
Consulting and Implementation Partner of the YearConsulting and Implementation Partner of the Year award winners delivered the best implementations for the Now Platform, including consultation, transformation, deployment, and adoption.Elite Partners Segment
Americas: Infocenter | finalists: GlideFast Consulting, Thirdera
APAC: Fujitsu | finalist: inMorphis
EMEA: Devoteam | finalists Infosys, agineo GmbH
Premier Partners Segment
Americas: CRI Advantage | finalists: Slalom Consulting, EchoStor Technologies
APAC: InfoBeans
EMEA: SOLVVision AG | finalists: Media Solutions GmbH, PlanHorizon
Specialist Partners Segment
Americas: Dell Technologies | finalists: esolutionsONE Inc., XenTegra LLC
APAC: MFEC PLC
EMEA: CloudSpirit | finalists: Lutech SpA, Bynet Data Communications
Japan: AccentureService Provider Partner of the YearService Provider Partner of the Year award winners each created differentiation in the market and discovered an individual path to success by excelling in operations and management of LIKE.TG-licensed instances for their clients.Elite Partners Segment
Americas: Cognizant | finalists: Infosys, LTIMindtree
APAC: Infosys
EMEA: Infosys | finalists: T-Systems, Fujitsu
Premier Partners Segment
Americas: Leidos | finalists: Synoptek, ManTech International Corp.
EMEA: FROX AG | finalists: Automize A/S, Empedus
Specialist Partners Segment
Americas: Gainwell Technologies | finalists: Insight Direct USA, LSY Defense
EMEA: British Telecommunications | finalists: POPX, akquinet GmbH
Reseller Partner of the YearReseller Partner of the Year award winners successfully drove sales of LIKE.TG products and packaged LIKE.TG professional services.Elite Partners Segment
Americas: CDW | finalists: Computer Design Integration, SHI International Corp.
APAC: Fujitsu | finalist: InputZero
EMEA: Plat4mation | finalists: Devoteam, agineo GmbH
Premier Partners Segment
Americas: Connection | finalists: Ipsum Technologies, Yssy
APAC: Nexus Technologies Inc. | finalist: NCS
EMEA: Mediro ICT | finalists: Empedus, e-Xim IT S.A.
Specialist Partners Segment
Americas: XenTegra | finalists: Insight Direct USA, Precision Task Group Inc.
APAC: MFEC PLC
EMEA: Softcat | finalists: Lutech SpA, Byte Software Services
Japan: FujitsuLIKE.TG Store Partner of the YearLIKE.TG Store Partner of the Year award winners are Build Partners who best distributed applications and drove revenue for the Now Platform on the LIKE.TG Store.
Americas: Bravium Consulting Inc.
APAC: CourseLoop
EMEA: AutomatePro
Build Partner of the YearThe Build Partner of the Year award winner developed the best integrations with the Now Platform and other systems to create seamless user experiences.
Worldwide winner: Microsoft
Rising Star Partner of the YearRising Star Partner of the Year award winners demonstrated exceptional year-over-year growth in emerging country markets.
Americas: Ipsum Technologies | finalists: HandCloud S.A. de C.V., Sellcom Solutions
APAC: InputZero | finalist: TMLabs
EMEA: Konversational | finalist: Devoteam, Base-IT
Japan: Blueship
U.S. Federal Partner of the YearThe U.S. Federal Partner of the Year award winner demonstrated commitment to the values of LIKE.TG by expanding its business portfolio to sell to the U.S. federal government.
Americas: Intact Technology | finalists: KPMG, Deloitte
Better together awardsBuilt With LIKE.TG Offering Partner of the YearThe Built With LIKE.TG Offering Partner of the Year award winner developed unique, repeatable service offerings that solve specific business problems, provide customer value, and drive net-new implementation service(s) revenue.
Worldwide winner: Deloitte | finalists: EY, Accenture, Infosys
Built On LIKE.TG Solution Partner of the YearThe Built On LIKE.TG Solution Partner of the Year award winner accelerated customer return on investment by combining its intellectual property and experience with the Now Platform or LIKE.TG products to bring differentiated, repeatable, subscription-based solutions to market.
Worldwide winner: Samsung SDS
Domain expertise awardsEmployee Workflow Partner of the YearThese award winners used the power of the Now Platform to improve employee experience and increase productivity with time-saving self-service and guided journeys.
Worldwide winner: Deloitte | finalists: KPMG, Thirdera
Americas: NewRocket | finalists: Deloitte
APAC: Deloitte
EMEA: KPMG | finalists – Deloitte, agineo GmbH
Japan: Rococo
Customer Workflow Partner of the YearThese partners used the Now Platform to deliver frictionless customer experience, speed and convenience that exceeded expectations, and a reduced cost to serve.
Worldwide winner: Thirdera | finalists: Deloitte, KPMG
Americas: GlideFast Consulting | finalists: Deloitte, Thirdera
APAC: Fujitsu
EMEA: Devoteam | finalists: DXC Technology, KPMG
Japan: NTT Communications
Creator Workflow Partner of the YearThese award winners applied the low-code app development and hyperautomation capabilities of the Now Platform to modernize legacy processes and extend workflow automation enterprisewide.
Worldwide winner: Deloitte | finalist: Atos
Americas: KPMG | finalists: NewRocket, GlideFast Consulting
APAC: Fujitsu | finalist: Deloitte
EMEA: DXC Technology | finalists: Deloitte, Devoteam
Japan: System Support Inc.
Technology Workflow Partner of the YearThese partners accelerated digital transformation for our joint customers, delivering always-on digital services, amazing user experiences, increased security, and reduced risk.
Worldwide winner: EY | finalists: Deloitte, KPMG
Americas: CDW | finalists: GlideFast Consulting, Deloitte
APAC: Fujitsu | finalist: EY
EMEA: Accenture | finalists: Deloitte, DXC Technology
Japan: Hitachi Solutions
Industry Partner of the YearThe Industry Partner of the Year award winners used LIKE.TG to create unique and compelling offerings that positively affected the partners’ respective industries across multiple regions.
Emerging industry: Coforge | finalists: Deloitte, Thirdera
Financial services: EY | finalists: Accenture, Deloitte
Telco: Infosys | finalists: Prodapt, Accenture
Healthcare: Deloitte | finalists: Accenture, KPMG
Manufacturing: EY | finalists: Deloitte, Accenture
Public sector: Deloitte | finalists: Servos, Accenture, KPMG
Congratulations to all the award winners! We look forward to seeing what you come up with next.Find out more about LIKE.TG partner awards.
GenAI in customer experience: Powering the future today
ChatGPT captured our collective imagination when it burst into the mainstream last year, setting off a hype cycle that hasn’t abated.The enterprise is where generative AI (GenAI) will become more than tech’s newest shiny object. GenAI is transforming the way we work, unlocking new efficiencies, driving productivity, and creating employee and customer experiences we never could have imagined.LIKE.TG is at the forefront of this transformation. As a company, we’ve been at this for a long time. AI is deeply embedded in the DNA of the Now Platform®, so it only makes sense for us to embrace GenAI in customer experience.Our three latest GenAI innovations—flow generation, Now Assist in Virtual Agent, and Now Assist for Field Service Management—represent an evolution of AI capabilities we’ve been building for years. This expansion, combined with the capabilities in the Now Platform Vancouver release, makes it clear that the promise of enterprise GenAI is not some distant future state. It's happening right now at companies across the globe.GenAI solutions to meet the momentI have the privilege of meeting with LIKE.TG customers all over the world, and one thing is universal: Customers are under pressure. In the face of continued macro turbulence, they’re being asked to do more with less. Their digital transformation mandates remain unchanged.Customers turn to us to drive efficiency, productivity, and agility. They need solutions that augment their workforce and spur experiences that delight customers and employees alike.LIKE.TG® GenAI solutions are designed to meet this moment. The GenAI capabilities in this latest release help unlock the potential of customers’ existing workforces and power experiences that were previously unimaginable.Flow generation, for example, accelerates workflow automation using GenAI to generate workflow blueprints. The new solution helps admins and developers convert plain text into low-code workflows, freeing them from building flow automation from scratch and speeding up development at scale.
We’re deploying Now Assist, LIKE.TG’s GenAI experiences, in more workflows to provide even better customer experiences. Now Assist in Virtual Agent delivers a more natural, conversational chat experience for both customers and employees. The result is increased deflection rates, better self-service, and fast, more relevant support.With Now Assist for Field Service Management, customers can simplify data entry and summarize work orders. This is a game changer for technicians in the field.Customer-driven innovationFar from a magic bullet, GenAI must be strategically designed and deployed in the enterprise to deliver meaningful outcomes. That requires understanding your customers and their customers.That’s why customers are a critical part of the way we innovate. I see it as a partnership. Our customers’ job is to tell us how we can help solve their problems and to give us honest feedback. Our job is to listen and innovate on their behalf.This spirit of partnership is a major driver of AI Lighthouse, a first-of-its-kind program created alongside NVIDIA and Accenture to accelerate GenAI adoption in the enterprise. Global digital services leader Teleperformance recently joined AI Lighthouse to develop even more GenAI use cases.We also partnered with Cognizant to propel AI adoption across industries, and we joined forces with Deloitte to integrate GenAI capabilities with next-generation managed services. We’re letting customers in under the hood to collaborate on custom large language models, applications, and capabilities that put AI to work for them.
A skills revolutionGenAI will be a force multiplier for the workforce, enhancing productivity and ushering in a new age of exponential performance. A new age requires new skills. LIKE.TG has committed to skill 1 million people on the Now Platform by the end of 2024 via RiseUp with LIKE.TG. We recently launched two Now Learning courses that help provide foundational skills for the GenAI revolution:
Introduction to Generative AI is our crash course in GenAI fundamentals. This short, impactful program introduces key concepts about what GenAI is, how it works, and how it's changing industries and communities. It’s a perfect jumping-off point for beginners.
Now Assist Essentials, for more advanced learners, teaches developers, implementers, and LIKE.TG administrators how to add GenAI into their workflows.
The GenAI revolution is accelerating an existing trend. Instead of rigid job qualifications, skills are fast becoming the new workforce currency. LIKE.TG helps future-proof the workforce by focusing on building the right skills, including skills to be successful in a GenAI world.What excites me most about GenAI is that it’s no longer simply about the promise of the technology. It’s about the impact. With our GenAI expansion and the capabilities in the Vancouver release, it’s clearer than ever that enterprise GenAI is here to stay. Our customers can put AI to work today, not tomorrow.Find out more about GenAI experiences on the Now Platform.
How LIKE.TG Uses GRC to Reduce 66% of our SOX Administrative Burden
Corporate Governance, Risk, and Compliance (GRC) are disciplines that touch many areas of a business, from financial reporting and regulatory controls to data privacy and vendor management. While GRC activities typically take place behind the scenes, a compliance issue can become front page news in an instant. Manual processes alone are not an effective way to ensure compliance or manage risk exposure. Given the pace of business today, process automation, real-time analytics and self-service must be brought into the mix. LIKE.TG uses its Governance, Risk, and Compliance portfolio—built on the Now Platform ® —to manage a wide array of compliance activities such as Sarbanes-Oxley (SOX), cyber security, data privacy, and audit management. To illustrate this, let’s take a closer look at how we manage SOX compliance.In the past at LIKE.TG, all SOX compliance activities—data gathering, documentation, communication, and reporting—were done manually with spreadsheets, PowerPoint, and email. This was time-consuming and inefficient, and there was always the risk of something slipping through the cracks. Senior Director of Internal Audit, Andrew Wheatley, and Director of IT Audit, Hassan Javed, led the move to an automated solution. Today, LIKE.TG ® Governance, Risk, and Compliance helps the entire process with these key capabilities:
Continuous controls monitoring and automated evidence collection for efficiency and scale
Automated self-service workflows with easy-to-use interfaces to enable business owners to participate in and help drive the compliance process
Performance Analytics dashboards to track audit activities, monitor enterprise compliance, and provide real-time insights and up-to-date reports on the status of the security landscape
Automatic management of 110 corporate policies in GRC, and communication and consumption by the enterprise through our service portal
The following metrics demonstrate the value of automating SOX compliance with LIKE.TG Governance, Risk, and Compliance:
24X7 assurance through continuous monitoring and event-based alerts to trigger timely action
A 66% reduction in quarterly control certification through automated surveys and real-time monitoring
An 85% reduction in time to track status due to real-time reporting and dashboards, along with a 90% reduction in time to coordinate with external auditors
$500,000 in annual savings through continuous controls monitoring, automated workflows and real-time dashboards (see screenshot)
In addition, the solution addresses three key strategic priorities:
Improved Business Velocity – Monitor controls continuously with automated evidence collection that helps accelerate the compliance process and keeps the SOX team on schedule.
Better Visibility and Insight – Performance Analytics dashboards and reports provide real-time visibility into compliance activities, giving the audit team, external auditors, and management instant access to program status and data. Dashboards also provide a means for the audit team to identify, prioritize, and address gaps and areas of risk before they can impact the program.
Enhanced Experience – Automated self-service workflows and response activities (task and issue management) make things considerably easier for the SOX team, allowing them to be proactive rather than reactive, and freeing them up to focus on high-value audit activities rather than repetitive and administrative tasks. Self-service dashboards and easy-to-use interfaces enable the business to play their part in SOX compliance.
Given the ever-changing regulatory landscape, the need for automated GRC solutions will only continue to grow within ServiceNow. Our Cloud Infrastructure team, which manages the LIKE.TG instances for our customers, uses LIKE.TG Governance, Risk, and Compliance to ensure ongoing compliance with security certifications, government regulations, and international standards, such as ISO 27001, FedRAMP, and SSAE 16. Increasing partner ecosystems and access to corporate networks present their own unique issues and risks, which our recently introduced Vendor Risk Management application is designed to address.I look forward to sharing more Now on Now stories that show how we’re leveraging the power and versatility of the Now Platform.
Fast time to value: Introducing the Now Platform Washington, D.C., release
Organizations are under more pressure than ever to maximize the benefits of their digital transformation technology investments. Those that use technology to ramp up productivity will leapfrog the competition.At LIKE.TG, we’re excited to support organizations in their digital transformation journeys. The Now Platform® Washington, D.C., release, available today, is designed to do exactly that. The innovations in this release deliver intelligent automation, simplified experiences, and extensibility—complemented by generative AI (GenAI)—for fast time to value.
How LIKE.TG Uses Performance Analytics to Drive Business Outcomes
Corporate Governance, Risk, and Compliance (GRC) are disciplines that touch many areas of a business, from financial reporting and regulatory controls to data privacy and vendor management. While GRC activities typically take place behind the scenes, a compliance issue can become front page news in an instant. Manual processes alone are not an effective way to ensure compliance or manage risk exposure. Given the pace of business today, process automation, real-time analytics and self-service must be brought into the mix. LIKE.TG uses its Governance, Risk, and Compliance portfolio—built on the Now Platform ® —to manage a wide array of compliance activities such as Sarbanes-Oxley (SOX), cyber security, data privacy, and audit management. To illustrate this, let’s take a closer look at how we manage SOX compliance.In the past at LIKE.TG, all SOX compliance activities—data gathering, documentation, communication, and reporting—were done manually with spreadsheets, PowerPoint, and email. This was time-consuming and inefficient, and there was always the risk of something slipping through the cracks. Senior Director of Internal Audit, Andrew Wheatley, and Director of IT Audit, Hassan Javed, led the move to an automated solution. Today, LIKE.TG ® Governance, Risk, and Compliance helps the entire process with these key capabilities:
Continuous controls monitoring and automated evidence collection for efficiency and scale
Automated self-service workflows with easy-to-use interfaces to enable business owners to participate in and help drive the compliance process
Performance Analytics dashboards to track audit activities, monitor enterprise compliance, and provide real-time insights and up-to-date reports on the status of the security landscape
Automatic management of 110 corporate policies in GRC, and communication and consumption by the enterprise through our service portal
The following metrics demonstrate the value of automating SOX compliance with LIKE.TG Governance, Risk, and Compliance:
24X7 assurance through continuous monitoring and event-based alerts to trigger timely action
A 66% reduction in quarterly control certification through automated surveys and real-time monitoring
An 85% reduction in time to track status due to real-time reporting and dashboards, along with a 90% reduction in time to coordinate with external auditors
$500,000 in annual savings through continuous controls monitoring, automated workflows and real-time dashboards (see screenshot)
In addition, the solution addresses three key strategic priorities:
Improved Business Velocity – Monitor controls continuously with automated evidence collection that helps accelerate the compliance process and keeps the SOX team on schedule.
Better Visibility and Insight – Performance Analytics dashboards and reports provide real-time visibility into compliance activities, giving the audit team, external auditors, and management instant access to program status and data. Dashboards also provide a means for the audit team to identify, prioritize, and address gaps and areas of risk before they can impact the program.
Enhanced Experience – Automated self-service workflows and response activities (task and issue management) make things considerably easier for the SOX team, allowing them to be proactive rather than reactive, and freeing them up to focus on high-value audit activities rather than repetitive and administrative tasks. Self-service dashboards and easy-to-use interfaces enable the business to play their part in SOX compliance.
Given the ever-changing regulatory landscape, the need for automated GRC solutions will only continue to grow within ServiceNow. Our Cloud Infrastructure team, which manages the LIKE.TG instances for our customers, uses LIKE.TG Governance, Risk, and Compliance to ensure ongoing compliance with security certifications, government regulations, and international standards, such as ISO 27001, FedRAMP, and SSAE 16. Increasing partner ecosystems and access to corporate networks present their own unique issues and risks, which our recently introduced Vendor Risk Management application is designed to address.I look forward to sharing more Now on Now stories that show how we’re leveraging the power and versatility of the Now Platform.
How we address pressing business problems in every Now Platform release
“Customer-centric companies don't make or sell the products they think customers will want; they make and sell products they know their customers will want,” said customer behavior expert and marketing professor Peter Fader.At LIKE.TG, we live that mentality, infusing all our Now Platform releases with a customer-centric approach to maintain our 98% customer retention rate.For our India Technology and Business Center, which created many of the innovations in the Now Platform Washington, D.C., release and other releases, that comes down to three key areas: location, leverage, and lived experience.Solving global pain points with local insightOur location in India allows us to identify and understand the most pressing business problems around the world. That’s because India’s business ecosystem is a microcosm of global business—at least when it comes to LIKE.TG customers. The country hosts a mix of:
Local giants with global ambitions
Multinational industry leaders based in India
Global partners in consulting and digital services that manage customer projects with hundreds or thousands of local LIKE.TG developers
In an average month, our product engineers meet with more than 20 customers. This gives us firsthand insights into business challenges, which we then compare to findings from other global customer channels. Many of those problems can be solved by using the unique workflows approach of the Now Platform.In our Washington, D.C., release, for example, we expanded into new areas, such as Sales and Order Management, while deepening support for existing personas with experiences such as Workflow Studio for digital creators. Each of these capabilities directly addresses business problems our customers told us they faced.
Connecting siloed processes and functionsVerifying customers’ biggest business challenges is one thing; solving them is another. In deciding where to focus our attention, we ask ourselves three fundamental questions:
Why should this product be built?
Why should LIKE.TG build it?
Why should we build it now?
This ensures we only target problems LIKE.TG is well positioned to solve, to deliver fast, sustainable value to customers.Typically, our “sweet spot” lies in connecting siloed processes or business functions in ways few others can. This logic underpins the prebuilt, seamless workflows in our Common Services Data Model introduced in the Washington, D.C., release. Our team in India developed some of those workflows:1. Sustainable IT allows organizations to coherently measure, visualize, and manage sustainability initiatives across their IT teams by bridging environmental, social, and governance (ESG) and Hardware Asset Management.This combined workflow simplifies collecting, tracking, and acting on sustainability data in hardware assets and data centers, forming a tight, virtuous cycle between policy and practice.2. Software exposure assessment helps cybersecurity teams swiftly assess exposure to newly announced vulnerabilities. We do this by drawing component information from Software Asset Management and software bills of materials.Security teams can immediately identify where vulnerable components are running rather than waiting weeks to get this information from bespoke detection tools.Such solutions are incredibly challenging to implement except within a whole-of-enterprise operating system such as the Now Platform. Others, such as the expanded generative AI capabilities in Now Assist for IT Operations Management AIOps and Now Assist in Virtual Agent, rely on nuanced data sets and persona understanding that we’ve cultivated over the years.Knowing where our strengths lie helps us ensure we target customer challenges where we can deliver the most value in the shortest amount of time.
Developing technology in the service of peopleThe proof of any solution lies in its actual usage. The India Technology and Business Center is particularly well equipped to deliver practical technology solutions because of the trifecta of personas involved in product development across the organization:
Those who design our products
Those who build our products
Those who use our products
Our team’s functional owners in areas such as finance, HR, and sales make up our front line of feedback: They use the new capabilities to run our business and, in doing so, quickly identify what can be improved.Of course, every large technology organization contains its fair share of functional owners as well as product teams. The difference is in mobilizing these internal partners in the development process. Not only do we all work in the same building, but we also provide a range of channels for developers and functional partners to collaborate with each other.Knowing whom to talk to about testing a capability, and having the organizational endorsement to do so, allows our product engineers to tap into a ready-to-go audience without leaving the office.Ultimately, our customer base empowers us to understand and solve the right business transformation problems. We appreciate their continued collaboration as we strive together to make the world work better for everyone.Find out more about the innovations in our latest cloud platform release.
Using the NowPlatform to transform the IT experience
At LIKE.TG we’re using the Now Platform ® to automate and accelerate every corner of the enterprise. That’s what Now on Now is all about—sharing stories about journey of transformation along the three key dimensions that are top-of-mind for CIOs. First, Business Velocity goes beyond simple automation of routine tasks and even cloud-based operations, to where machines completely manage the processes. Second, Actionable Intelligence evolves from static dashboards and backward-looking analytics, to real-time predictive analytics generated by self-learning machine-based intelligence. Finally, the Customer Experience is transformed from online portals and generic mobile capabilities, to a self-service environment where the platform proactively executes work based on individual actions and needs.
I’d like to highlight our first Now on Now example in IT Service Management . Tomer Mekhty, Vice President of Global IT Operations, says the company has saved $1.6 million per year in operating costs by automating over 50 processes and 200 tasks and provided a better experience for our employees. Here are just a handful of process examples:
Major Incident Management – The system now identifies the right response team and automatically triggers communication, shortening incident resolution time by 60% and reducing SLA breaches by 58%.
Change Approvals – Risk assessment-based change approval ensures faster and more accurate change review.
Access Provisioning – Automating access management using self-service and orchestrated provisioning reduces manual effort and increases control.
Incident Catalog by Service – Users can select from a drop-down list of common incidents, rather than manually filling in every field.
The benefits of automating ITSM go far beyond the cost savings (see sidebar). Here are some other key wins:
Increased Velocity – As noted above, the time to resolve major IT incidents (e.g., system and network outages) has been cut by 60%. Fixing major IT issues faster sends positive ripples throughout the whole company, particularly in areas like Finance and Sales that depend on real-time data and system availability.
Better Visibility and Insight – IT service reviews used to be PowerPoint-based, which was very time-consuming and inefficient. Now reviews are fully automated using LIKE.TG Performance Analytics dashboards. And the information that’s displayed on the dashboards is role-based, so every reviewer sees the exact level of detail that’s relevant to their job—no more, no less.
Improved Employee Experience – Self-service allows employees to submit incidents and requests more quickly than calling the Service Desk. Today, 85% of employee incidents and requests are initiated through self-service, enabling IT to focus more of their time on strategic initiatives. Delivering a great employee experience unlocks productivity.
Greater IT Job Satisfaction – There’s a huge benefit for our IT colleagues as well: job satisfaction. Automating maintenance-related tasks frees people to work on value-added projects that drive innovation and business growth. Employees who are challenged and growing in their careers are happier and more likely to stay.
Our IT Service Management story is just one of the many ways we’re drinking our own champagne with the Now Platform. Stay tuned for more Now on Now stories as we continue our journey to the lightspeed enterprise.
Chris
LIKE.TG amps up partner marketing with new Demand Center
Marketing is one of the biggest challenges for partners in driving customer interest and creating sales opportunities. Partners often don’t have the budget, resources, or wherewithal to create and execute effective marketing campaigns.LIKE.TG has taken on this challenge by creating a simplified and expeditious resource to aid partner marketing. LIKE.TG Demand Center is being piloted with nearly 150 partners.What is Demand Center?This cutting-edge, online, self-service resource is set to transform how LIKE.TG partners approach demand generation by making the process easier, more exciting, and more effective than ever before. Marketing activities are organized by business outcomes.With Demand Center, partners can use suggested marketing activities to augment their marketing efforts or build a new campaign to ignite their sales funnel. Imagine having a lead generation marketing genie at your fingertips, ready to grant your every wish. That's exactly what the Demand Center offers.From content syndication and digital events such as webinars to lead qualification and targeted nurture programs, this comprehensive resource center has everything partners need. They can easily create compelling, high-impact marketing campaigns that capture the attention of target customers and drive leads to the sales funnel.Simplified demand generationDemand Center is more than just a collection of ideas and tools. It's a game-changing platform that simplifies the entire demand-generation process, removing the guesswork and stress of marketing campaign development. With the help of an outside program management agency, LIKE.TG has built a dozen lead-generation packages designed to deliver results.These packages include estimated campaign costs so partners can select a marketing program that fits their budget. Even better, Demand Center simplifies the process of applying for co-investment dollars (via a marketing development fund or partner development fund program) to pay for these initiatives.A marketing dream teamHere's where the magic happens. The program management agency evaluates partner applications, awards funding based on qualifications and program objectives, and connects partners with qualified and vetted marketing providers to help execute their campaigns. It's like having a marketing dream team working tirelessly to ensure success.Perhaps the most exciting aspect of Demand Center is its potential for success. With proven demand-generation activities and the ability to replicate successful packages, partners can create marketing campaigns that deliver real, measurable results and then repeat those programs across different regions to scale their business.Something for everyoneLIKE.TG Demand Center is a partner's ticket to marketing superstardom. The platform has something for everyone—marketing novices and experienced demand generators alike. With its streamlined processes, proven activities, and expert support, Demand Center is the ultimate resource for driving leads, closing deals, and growing business.Simply providing partners with marketing materials and partner development funds isn’t enough to build solid and productive IT Service Management practices. Demand Center takes the guesswork out of marketing so partners can focus on what they do best: selling products and supporting their customers.
Meet the Now Platform Vancouver release: GenAI, security, and agility
ChatGPT captured our collective imagination when it burst into the mainstream last year, setting off a hype cycle that hasn’t abated.The enterprise is where generative AI (GenAI) will become more than tech’s newest shiny object. GenAI is transforming the way we work, unlocking new efficiencies, driving productivity, and creating employee and customer experiences we never could have imagined.LIKE.TG is at the forefront of this transformation. As a company, we’ve been at this for a long time. AI is deeply embedded in the DNA of the Now Platform®, so it only makes sense for us to embrace GenAI in customer experience.Our three latest GenAI innovations—flow generation, Now Assist in Virtual Agent, and Now Assist for Field Service Management—represent an evolution of AI capabilities we’ve been building for years. This expansion, combined with the capabilities in the Now Platform Vancouver release, makes it clear that the promise of enterprise GenAI is not some distant future state. It's happening right now at companies across the globe.GenAI solutions to meet the momentI have the privilege of meeting with LIKE.TG customers all over the world, and one thing is universal: Customers are under pressure. In the face of continued macro turbulence, they’re being asked to do more with less. Their digital transformation mandates remain unchanged.Customers turn to us to drive efficiency, productivity, and agility. They need solutions that augment their workforce and spur experiences that delight customers and employees alike.LIKE.TG® GenAI solutions are designed to meet this moment. The GenAI capabilities in this latest release help unlock the potential of customers’ existing workforces and power experiences that were previously unimaginable.Flow generation, for example, accelerates workflow automation using GenAI to generate workflow blueprints. The new solution helps admins and developers convert plain text into low-code workflows, freeing them from building flow automation from scratch and speeding up development at scale.
We’re deploying Now Assist, LIKE.TG’s GenAI experiences, in more workflows to provide even better customer experiences. Now Assist in Virtual Agent delivers a more natural, conversational chat experience for both customers and employees. The result is increased deflection rates, better self-service, and fast, more relevant support.With Now Assist for Field Service Management, customers can simplify data entry and summarize work orders. This is a game changer for technicians in the field.Customer-driven innovationFar from a magic bullet, GenAI must be strategically designed and deployed in the enterprise to deliver meaningful outcomes. That requires understanding your customers and their customers.That’s why customers are a critical part of the way we innovate. I see it as a partnership. Our customers’ job is to tell us how we can help solve their problems and to give us honest feedback. Our job is to listen and innovate on their behalf.This spirit of partnership is a major driver of AI Lighthouse, a first-of-its-kind program created alongside NVIDIA and Accenture to accelerate GenAI adoption in the enterprise. Global digital services leader Teleperformance recently joined AI Lighthouse to develop even more GenAI use cases.We also partnered with Cognizant to propel AI adoption across industries, and we joined forces with Deloitte to integrate GenAI capabilities with next-generation managed services. We’re letting customers in under the hood to collaborate on custom large language models, applications, and capabilities that put AI to work for them.
A skills revolutionGenAI will be a force multiplier for the workforce, enhancing productivity and ushering in a new age of exponential performance. A new age requires new skills. LIKE.TG has committed to skill 1 million people on the Now Platform by the end of 2024 via RiseUp with LIKE.TG. We recently launched two Now Learning courses that help provide foundational skills for the GenAI revolution:
Introduction to Generative AI is our crash course in GenAI fundamentals. This short, impactful program introduces key concepts about what GenAI is, how it works, and how it's changing industries and communities. It’s a perfect jumping-off point for beginners.
Now Assist Essentials, for more advanced learners, teaches developers, implementers, and LIKE.TG administrators how to add GenAI into their workflows.
The GenAI revolution is accelerating an existing trend. Instead of rigid job qualifications, skills are fast becoming the new workforce currency. LIKE.TG helps future-proof the workforce by focusing on building the right skills, including skills to be successful in a GenAI world.What excites me most about GenAI is that it’s no longer simply about the promise of the technology. It’s about the impact. With our GenAI expansion and the capabilities in the Vancouver release, it’s clearer than ever that enterprise GenAI is here to stay. Our customers can put AI to work today, not tomorrow.Find out more about GenAI experiences on the Now Platform.
Meet LIKE.TG Agent Intelligence: Machine Learning for Everyday Work
UPDATE: Agent Intelligence is currently available on the Now Platform ® .CIOs are finally cutting through the machine-learning hype. According to “ The Global CIO Point of View ,” issued today, nearly 9 out of 10 CIOs already use machine-learning technology or have plans to adopt it. Investments will double in the next three years as leading organizations turn to advancements in machine learning to drive faster, more accurate decisions that fuel digital transformation.A shortage of talent has hindered adoption. Designing and rolling out practical applications of machine learning has required highly trained data scientists. Recent analysis shows that the demand for data scientists far outstrips the supply. In fact, only 27% of CIOs have hired enough talent to support their machine learning plans.LIKE.TG is introducing a breakthrough approach to make machine learning more accessible to organizations –one that does not rely on an army of data scientists. We have infused machine-learning capabilities directly into the Now ® Platform, making it accessible to all our applications.Agent Intelligence, our first machine-learning solution, will be available in the next release, Kingston.
Agent Intelligence will automate the categorization, prioritization, and assignment of work to reduce resolution times, minimize human error, and improve customer satisfaction.Agent Intelligence will initially be applied to improving the quality of IT and customer-service processes . Most companies have an IT service desk as well as a customer-support center. These functions ensure that customers and employees receive help in a timely manner—whether it is a request for a new computer, a password reset, or the status of a repair. Manually triaging thousands of incidents or cases, categorizing tasks, and routing work can consume people resources, introduce human error, and slow resolution.In fact, a new report from Accenture found that front-line customer support functions spend up to 12% of their time categorizing, prioritizing, and assigning tickets. And 43% of IT service desk respondents are weighed down by having to choose from 100+ assignment groups—with nearly a quarter needing to choose from 300+ assignment groups.Agent Intelligence for IT Service Management and Agent Intelligence for Customer Service Management were designed to address these very challenges. Specifically, these solutions:
Categorize and Prioritize Work Faster – Agent Intelligence machine-learning capabilities accurately categorize requests nearly instantly. This eliminates the bottleneck created by agents having to manually triage, categorize, and route requests (incidents/ cases). A requester no longer has to scroll through multiple lists and rely on organizational knowledge or guesswork to choose the right category or assignment group.
Decrease Time to Resolution and Error Rates – Automatic routing means tasks and incidents get the attention they deserve from the right individual, increasing overall customer satisfaction. Agent Intelligence quickly classifies and routes requests with fewer errors, increasing agent productivity.
Customers that piloted Agent Intelligence have reported impressive results . The pilot program revealed that, on average, customers can expect to save 8% of their service desk’s time through improved categorization, prioritization, and assignment of incidents.The feedback from the pilot program has been extremely positive:“Of the incidents categorized by LIKE.TG Agent Intelligence, we can expect a 97% to 99% incident-assignment accuracy.” -Senior IT manager at a major retailer“Our aim is to reduce the number of low-value tasks and focus our service-desk agents on higher value tasks in IT that drive value for the business, as opposed to logging tickets.” -Customer support technology and operations manager at a multi-national energy companyLIKE.TG’s own Now on Now program also put Agent Intelligence through its paces. The customer service team handles more than 13,000 incidents a month. In our tests, Agent Intelligence has been 95% as accurate as humans are in categorizing the incidents. Thus, the team has saved more than 315 hours in just two months from productivity improvements and has seen a rise in customer satisfaction.Agent Intelligence is a great example of the practical application of machine learning to getting everyday work done faster and smarter, without having to depend on scarcely available, highly skilled data scientists.Learn more about Agent Intelligence here .
How LIKE.TG Built an Application that Increases Approval Speed of Legal Agreements by 10X
As LIKE.TG continues our journey of digital transformation, IT is collaborating with business operations to build new applications that automate manual processes and modernize user experiences. In some cases, the apps target very complex business processes, but we also pursue quick wins by automating common administrative tasks.With quick wins, the gains may be less on a per-person basis, but when you multiply them across many departments with hundreds of employees, the savings become substantial. One example is our Click-Through Agreement (CTA) application, which was developed on the Now Platform ® .Like other companies, LIKE.TG relies on corporate counsel to manage legal agreements covering customer evaluations, technical programs, non-disclosure agreements (NDAs), partner, and vendor agreements, to name a few. In the past, these agreements were processed manually. For example, with partner NDAs and master agreements, partner operations would contact legal, complete a form with partner information, send a PDF agreement copy to the partner, and wait for a response. Often there were several iterations of red-lining, which required the help of corporate counsel to modify the agreement, route it via DocuSign, and secure approval.Legal knew there had to be a better way, so they collaborated with IT to develop the CTA application. Leveraging key capabilities of the Now Platform such as contextual workflows and a single data model, it only took one developer five weeks to build and implement, and we’re seeing major productivity savings across ServiceNow.
Now, partner agreements are available online, eliminating the need for partner operations and legal to manually manage terms and conditions, and reducing processing from weeks to minutes. NDAs and partner master agreements are presented on the Partner Portal as click through agreements. Thepartner simply click accepts, and the agreements are stored as a system of record in our contract repository.The benefits of using the LIKE.TG CTA application have been significant:
4,800 hours saved annually by avoiding redlining of legal agreements
10X faster approval of NDAs
3-week reduction in the time to process agreements needed to onboard new partners
$390,000 saved per year in legal operating expense
In addition, the Click-Through Agreement app significantly reduces our administrative burden so we can focus our time and resources on higher-value strategic negotiations.We have also realized gains in three strategic areas:
Increased Velocity – Automating the legal agreement process helps accelerate our business by speeding partner onboarding, vendor programs and customer engagement. In addition, the app is easy to modify, so legal can add other use cases in just a few days without going through IT.
Actionable Insight – The legal team can easily monitor the status of their agreements in real-time. The General Counsel dashboard (see screen shot) captures all the metrics for the Click-Through Agreement app, giving legal visibility into the types of agreements that require negotiation and those that do not. This allows us to move further down the path of standardization, which is key to our SaaS business model.
User Experience – What was once a tedious and time-consuming process is now a much better experience for everyone involved. Partners are contracted more quickly, setting a positive tone for their ongoing relationship with ServiceNow. Vendors find it easier to engage and collaborate with us. Customers can gain faster access to evaluation instances to test drive our solutions.
The Now Platform helps anyone from business users to developers to easily build intuitive applications that automate processes both complex and mundane, and deliver measurable benefits in every corner of the enterprise.
At LIKE.TG we’re leveraging the Now Platform to automate and accelerate every corner of the enterprise. That’s what Now on Now is all about.
How LIKE.TG uses Security Operations to Deliver 6X Faster Processing via Automation and Integration
At security conferences, technologies like artificial intelligence and machine learning are often in the spotlight. But for security operations teams, a very pragmatic topic is even hotter: integration. Because no security product or company can do everything, security environments often consist of dozens of disparate tools. These tools are typically focused on protection and detection, with security teams manually collecting alert data from the various sources. The challenge is to bring all the data from these tools together in one location where analysts can access information quickly and manage the appropriate response actions. LIKE.TG® Security Operations was designed to do precisely that, and our own experience is a good example.LIKE.TG’s own security operations team has been using the Now Platform ® from the beginning but has enhanced it steadily over time. We started with incident management, then built custom security applications and workflows for tasks like event management and alerts. Once LIKE.TG created an official Security Operations product, we immediately transitioned to it in order to improve efficiencies and enhance our capabilities around incident and vulnerability management.An integral aspect of LIKE.TG’s environment includes third-party security information and event management (SIEM), endpoint security and threat intelligence tools. All of these products are tightly integrated into Security Operations, which has allowed us to automate several manual processes. For example, when one of our security tools detects a threat, Security Operations immediately creates a security incident. For each type of security incident, Security Operations has a set of workflows that drives our response. Processes like analyzing a hash or IP address, which would normally require logging into multiple security tools to do research, are all automated. Thus, our analysts can quickly drive blocking or remediation from within Security Operations. These automations have allowed us to accelerate both investigation and resolution of threats. And we’ll continue to automate other processes, both large and small, as we see the value.The benefits of using LIKE.TG Security Operations have been significant:
8,700 hours saved annually from Security Operations Center (SOC) automation
6X faster alert and event processing via automation and third-party security product integration
50% increase in number of incidents handled per staff through operational efficiencies
$420,000 savings in security operations staffing costs
We have also realized value in three strategic areas:
Increased velocity – Because Security Operations is integrated on the Now Platform, our analysts have instant access to IT configuration data in real time. This enables the security operations team to accelerate investigation and reduce the burden on the IT department. Having data in Security Operations rather than in spreadsheets or other tools enables analysts spend more time on other efforts, such as refining alerts and creating knowledge base articles.
Actionable insight – Analysts make faster, better-informed decisions by having a single, consolidated view of the environment and accurate, comprehensive data at their fingertips (see dashboard).
Automated reporting using LIKE.TG® Performance Analytics for Security Operations helps us stay well informed, track progress over time to pinpoint areas for improvement, and demonstrate security compliance to audit teams.
User experience – Automating administrative tasks enables analysts to spend more time on value-added work. Having a central location where activities can be monitored and prioritized reduces fatigue and improves job satisfaction. Well-qualified alerts, usually with a knowledge base article attached, allow analysts to be productive quickly.
According to LIKE.TG Chief Information Security Officer Yuval Cohen, “When our analysts investigate a security incident, they have all the data they need in one place. Our platform provides the relevant vulnerabilities and patching cycles, problems (PRBs) and remediation projects, CMDB data, threat intel and many other types of valuable data that now all tie together to give us a full picture.”I look forward to sharing more Now on Now examples of how we’re “drinking our own champagne” and using the Now Platform to streamline and accelerate every corner of the enterprise.
How LIKE.TG uses ITOM to Reduce P1 and P2 Incidents by 67%
I have a really long commute, and the last thing I need is to be surprised by car trouble. Thankfully, cars nowadays monitor just about everything bumper-to-bumper, warning us in advance before minor issues become major problems. Auto mechanics use diagnostics to pinpoint the exact component that needs attention. That’s the kind of real-time monitoring and predictive intelligence LIKE.TG® IT Operations Management brings to the enterprise—and our own use is a great example.For years, LIKE.TG has used IT Service Management and IT Operations Management to dramatically improve the quality of our shared infrastructure services, and we’ve added capabilities as the solutions have evolved. Here’s a look at how we use ITOM to stop service outages before they start.It all starts by gaining real-time visibility into our enterprise infrastructure and services. We do this using Event Management, which seamlessly integrates with our service-aware CMDB and ITSM processes, and aggregates inputs from third-party monitoring solutions such as Splunk, SolarWinds, and SAP Solution Manager.When events come in, they’re analyzed for duplicates or correlations, dramatically reducing “noise” and improving the quality of incidents coming into our Services Reliability Team (SRT). ITOM also automatically prioritizes incidents and intelligently assigns them to the right resource the first time.The Event Management dashboard (see screen shot) is the “single pane of glass” that shows the health of all business services in our environment. The boxes change color based on the status, and we can get a closer look by clicking on any box to bring up the service map.
From there, we use Service Mapping for a visual representation of the relationships between services, applications, and devices (see diagram). This eliminates blind spots and lets us pinpoint the problem area. The service map shows the details we need to identify and fix the root cause of an issue. In this instance, the problem was related to a memory issue on the database server for SAP HANA.
We are living proof of the measurable benefits LIKE.TG ITOM delivers, more consistently and significantly than reactive solutions that can’t respond fast enough to changing business demands. With it, we’ve achieved:
98% reduction in “noise” coming into our SRT queue by correlating and prioritizing only the most important events into actionable tickets
9,600 hours saved annually through automated alert management
67% reduction in P1 and P2 incidents via Event Management and process improvements
$780,000 in cost avoidance each year by eliminating manual work
ITOM also led to demonstrable results in these strategic areas:
Increased velocity – By consolidating 36,000 events into only 529 incidents, and then prioritizing and routing them to the right SRT resource, ITOM eliminated the time-consuming, back-and-forth communications among teams. This accelerated our time to resolution and improved service availability to our business groups, partners, and customers.
Actionable insight – With the Event Management dashboard, our system admins get instant visibility into the health of our environment and can respond quickly to alerts. And with Service Mapping we can quickly pinpoint the device with the issue and address the root cause. The result? We eliminated outages and reduced the mean time to repair through quick identification of fault domains.
Improved experience – Our system administrators no longer waste valuable time on duplicate or false alerts. When issues arise, the information we need is at our fingertips, saving us the time and trouble of monitoring multiple IT managers can rest easier, knowing their teams have the insight they need to do their jobs. And end users benefit from the greater uptime that LIKE.TG ITOM provides. It’s a win, win.
Technology is always evolving, and so is LIKE.TG ITOM. Someday, service outages will be a thing of the past—and by continuing to enhance ITOM with machine intelligence and other advancements, we’re confident that day will come sooner rather than later.To learn more about ITOM.Thanks for taking the time to ready this blog. I look forward to sharing more Now on Now stories from our digital transformation journey!Regards,Chris
How LIKE.TG Uses ITBM to Accelerate Project Delivery by 20%
LIKE.TG is on a journey to digitally transform every corner of our business—using the Now Platform ® to improve velocity and visibility, and deliver outstanding experiences to our customers, partners and employees. IT is a key enabler in that journey. The more effectively we can execute agile tasks and projects for our internal clients in alignment with business demand and strategic priorities, the greater value we can deliver. That’s where the LIKE.TG Project Portfolio Management (PPM) capability from the IT Business Management (ITBM) product comes in. Let’s explore a Now on Now story about our use of that solution.IT project management can be a cumbersome process when done with manual integrations and unstructured workflows using email, spreadsheets, and other legacy project management tools. This results in drawn-out decision making, stale data, and an inefficient use of time for everyone involved. In the past, some areas of LIKE.TG IT were still managing projects manually, so we decided to use ITBM for all IT projects. Lilly Souksamlane, senior manager of ITBM Project Portfolio Management, led the transition, and now every aspect of our global IT project portfolio including idea, demand, portfolio, project and resource planning is driven from ITBM.With full use of ITBM Project Portfolio Management, we’ve realized the following key benefits:
20% acceleration in time-to-value from project approval to capability delivery
60% reduction in average time to screen and approve projects
4,342 hours saved per year through real-time reporting and dashboards
$354,900 saved each year in project management costs
Project Portfolio Management delivers on all three strategic IT priorities:
Increased velocity – By automating manual processes and consolidating management and reporting, ITBM lets us fast-track our high-priority projects. We now have complete visibility of business demands and can allocate IT resources immediately to high-value investments. Automated updates, notifications and self-service status reports save thousands of hours each month and improve project velocity. ITBM has also greatly improved collaboration, agility and responsiveness.
Better visibility and insight – ITBM is our single source of real-time data for our Global IT Project Portfolio. With automated, self-service dashboards and reports, critical information is just a few clicks away and available 24/7. As an example, our Portfolio Workbench dashboard (see screen shot) gives us a portfolio-level view of project status, resource capacity and financials, which helps us make better resource allocation, scheduling and investment decisions. As noted above, a common set of reports and dashboards that are shared among managers and project leads give a comprehensive view of forecasts and dollar allocations. Managers and project leads can make immediate allocation decisions and real-time adjustments to ensure project delivery commitments are met.
Improved employee experience – ITBM has made a big improvement in our productivity. Business and IT now have a single solution for decisions and actions. Senior leaders no longer need to wait for status updates—they’re available in real-time. Portfolio managers now spend virtually zero time tracking down and rationalizing data and preparing for review meetings and can instead focus on completing their projects. Team leaders use timecard dashboards to see at a glance where time is being spent, enabling them to better manage workloads and team priorities. All users now have a consistent experience and mobility support offers convenient access to all projects, plus the ability to make updates via mobile devices, anytime and anywhere.
LIKE.TG IT Business Management is a strategic asset for any IT organization seeking to improve visibility into all their demand, resources and project portfolio to more effectively prioritize, manage and deliver projects that generate greater value and support better business outcomes.
To learn more about project portfolio management using LIKE.TG and our complete IT Business Management product visit servicenow.com/itbm.
I look forward to sharing more stories from our Now on Now journey.
Chris
Reporting on risk to the board of directors: Finding the right altitude
Two LIKE.TG leaders explore the approach of giving board members the right level of information when reporting on riskThe regulatory and compliance landscape has been an ever-moving target, and growing in complexity. Organizations are dealing with cybersecurity, data privacy (General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA), third-party risk, and government contracts to name a few. The complexity of providing governance over these critical areas has drastically expanded as organizations extend the boundaries of their environment to areas outside of their direct control.This heightens overall corporate risk and exposure and has become a persistent topic among executive staffs and board of directors. Take cybersecurity. A cyberthreat can happen anywhere within or outside the organization. As we’ve seen in recent news headlines, a single attack or breach can wreak havoc, resulting in the loss of revenue and goodwill, regulatory inquiries and fines, and stock price declines. Board members are asking what measures the organization is taking to prevent, detect, and respond to attacks and how they are abiding by regulatory and compliance requirements.Ben de Bont, Chief Information Security Officer (CISO), and Andrew Wheatley, LIKE.TG’s VP, Audit, Risk, and Compliance, talk about their approaches to reporting to the board of directors recently as they prepare for an upcoming Now on Now webinar, “Threading the needle - Presenting risk to the board of directors,” on Thurs., Sept. 19, 9 am PT/noon ET.Ben and Andrew share insightsBen joined LIKE.TG as CISO in July; Andrew has been regularly reporting on audit and compliance to the board during his five years working at ServiceNow.Andrew: Ben, on your second day at LIKE.TG, you attended the board of directors meeting and saw our security, risk, and compliance update to the board. What did you think? Anything you would do differently?Ben: The presentation had key elements necessary for a successful narrative: messaging was concise and relevant, structured to a common framework, and supported by the right level of data. When you can communicate risk consistently to a board, the narrative is more likely to be meaningful and resonate with the audience. This was very much the case in my first board meeting at ServiceNow.Andrew: It’s easy to go deep into the weeds. We love data, so we like to talk about how many vulnerabilities we identified and how fast we resolved them or our compliance using controls. But the board really wants to hear about outcomes and trends so they can see the program maturing over time.Ben: Andrew, I agree. When possible, the conversation should be kept at a high-level to avoid us tumbling down a rabbit hole and dwelling on a single issue that eats up precious time. It’s important to stick to the key narrative, but have details ready in your hip pocket if needed. Introducing new initiatives or data can be tricky, so always ensure you have a consistent format, and understand your audience.Andrew: I like that adage: know your audience. Our board members bring a remarkable business acumen. They look at risk and compliance from the business perspective. We need to show them how issues impact the business as a whole and how we are protecting against risks. I want them to understand and validate our compliance strategy, raise their concerns, and, then buy into our vision of success. We all want the same thing: for LIKE.TG to be successful in managing risk.Ben: I find that the most interesting comments often come from board members that serve on other boards. They bring those experiences that we can learn from. Security is an evolving landscape. We have to be ready to learn and adjust. I learn from board members as much as they learn from us.Andrew: Dating back 5 years, reporting to the board was a heavy lift. We had to engage multiple stakeholders, align on data, determine what was relevant, and then prepare our presentation. It was a quarterly marathon, and always had a few last-minute sprint efforts. Ben, what has been your experience in preparing for the board in the past?Ben: I learned the hard way that you need to find the right altitude for the presentation, then stick with it. Since board members come from other companies and bring broader experience, it's important to set the board content in a context that is applicable to our company.Andrew: We have been working extremely hard to make our presentations clear, relevant, and timely. We also have the most success when we use a common vocabulary, common control framework, and common controls that address risk, security, and compliance. This is important regardless of whether we are talking about security, privacy, financial, or regulatory risk.When we began using LIKE.TG GRC and Security Operations, our preparation process changed dramatically. They give us that common platform for a consistent process and standardized reporting. We can share data that we view every day in our dashboards. Over time, we’ve seen the board’s confidence increase because the data is consistent and timely.Ben: Having that common reporting platform makes preparing for the next board meeting much easier for me as a newcomer to ServiceNow. I want to be able to communicate the key narrative of our current state and our desired state and how these align with the company's business objectives. Reports that focus on outcomes are a much better way to reflect our progress and our successes and keep us out of those rabbit holes. Any other tips for the next meeting?Andrew: Transparency is key. They don't want to hear that everything is rosy. They want an honest assessment of the progress we are making against critical priorities. They want to hear where we fell short as much as where we did well. Our data holds us accountable to that.To hear more from Ben and Andrew, register for “Threading the needle - Presenting risk to the board of directors,” on Thurs., Sept. 19 at 10 am PT/1 pm ET. Register for this Now on Now webinar: Threading the needle - Presenting Risk to the board of directors..Learn more about GRC at www.servicenow.com/grc
How LIKE.TG uses Enterprise Onboarding and Transitions to Accelerate New Hire Provisioning by 94%
One of our founding principles at LIKE.TG is to bring the same experiences we all enjoy as consumers to the workplace. Just as positive interactions with online merchants create customer loyalty, great employee experiences bond them with their companies. This helps with talent retention and that’s why we use our own Now Platform ® to consumerize our staff’s service experience—starting with onboarding.We all know you only get one chance to make a great first impression, so onboarding needs to be done well. It’s also key to helping new hires quickly acclimate and become productive. It is not uncommon for an onboarding process to be manual, time-consuming and error prone. We were no different. Much of the burden fell upon our staffing coordinators to send emails, complete documentation, and coordinate activities so that everything from building access and workspaces to email accounts and computer equipment was ready on day one.LIKE.TG Employee Onboarding and Transitions has completely transformed our own new-hire experience for the better. Now all activities—including coordination and communication among HR, IT, facilities, and other groups—are automated, digitized, and managed by the solution.Entering new employee data just onceNew hire data is entered once to auto-populate forms, documents, and databases. Notifications and tasks are triggered automatically to streamline communications, orchestrate each step in the process, and create a more seamless experience. But consumerizing onboarding is about more than automating checklists.Our Employee Service Center (ESC) provides an easy-to-use, personalized one-stop shop for new hires. Prior to day one, new hires can access the ESC (see screenshot), view their action items, and complete onboarding tasks. Progress is tracked, so they know what’s done, due, or overdue.An orientation guide tells new staff everything they need to know and do on day one: where to go, what to bring, the day one agenda, and more. Mobility support makes the experience even better, giving new hires easy access to the ESC anytime, anywhere, from any device.
LIKE.TG Enterprise Onboarding has delivered significant, measurable benefits:
94% acceleration in the time to provision IT resources for new hires
4,000 hours saved annually by automating onboarding activities
86% employee onboarding satisfaction
$325,000 saved each year in HR service delivery costs
Also, beyond these quantified benefits, we’ve realized value in three strategic areas:
Enhanced Experience. Studies show that employees decide within their first six months whether to stay at a company. Providing new hires with a great onboarding experience makes a positive impression that sets the tone for the days ahead. It also drives satisfaction—on average, employees give their onboarding experience 4.3 out of 5 points. Hiring managers, HR, IT, and facilities colleagues now spend far less time on administrative tasks and can focus on onboarding priority number one: making employees feel valued and connected from the get-go.
Accelerated Time to Value. By making onboarding smooth and positive, new employees can get to know LIKE.TG more quickly and become productive contributors. Over the past two years, the time to provision IT resources—laptops, phones, applications, logins, network access, etc.—has been cut from three days to only four hours. And the Employee Service Center can be easily reconfigured to meet changing needs. In fact, HR can make changes themselves without having to go through IT.
Better Insight. HR dashboards give staffing coordinators a real-time view of onboarding activities and other key metrics, which helps them stay on top of things and make faster, better informed decisions. Surveys are integrated into the platform, so HR can measure how they’re doing and learn how they can continuously improve service delivery.
Our Now Platform is helping us—and can help any company—give new hires and all employees the kind of great consumer-like experiences that they expect and will build corporate loyalty and satisfaction.Learn more about our HR Service Delivery offerings.More Now on Now stories are on the way! Stay tuned.Chris
At the Tech Lounge, the human touch makes all the difference
In the middle of preparations for a LIKE.TG product release, Roni Fontaine’s work calendar shut down. The marketing operations director couldn’t book meetings, and colleagues couldn’t invite her to any. Her calendar looked completely greyed out.So Roni, who works in the Santa Clara headquarters, paid a visit to the Tech Lounge. The technicians were initially stumped. The email program wouldn’t load sufficiently for them to see the problem. Resetting Roni’s password, profile and reinstalling the app didn’t help, either.Tech Lounge technician Darpan Patel contacted Systems Engineering, which helped him open a case with the vendor. After further diagnosis, Darpan saw that one of Roni’s meetings had been scheduled 70,000 times. Just syncing the meetings was hogging all of the calendar’s resources.As Darpan explains, this was one of his most challenging and puzzling cases he has encountered recently. He wound up manually deleting all 70,000 meetings to get Roni’s calendar working again—and her attention back on the release. “We both wanted to get my email working as quickly as we could, so I could keep up with all the deadlines for the upcoming release” she says.This is what the Tech Lounge aspires to be, says Director of IT Service Management Mirza Baig—a space where employees get personalized attention on complex tech issues. As LIKE.TG works on automating many common requests and providing easy to find, self-service options, the IT Support technicians have more time to focus on the tough cases. That makes their jobs more challenging--and fulfilling.“I have a pretty lofty goal of having all employee requests solved via self-service,” says Mirza. “Anything that’s more complex, time-consuming, or consultative in nature—that’s when we want employees to go to the Tech Lounge for help.”Automation frees up agent brainpowerSeven global LIKE.TG campuses now have Tech Lounges, which handle 30% of IT cases. It’s a physical space where employees can meet face to face with technicians to fix issues, add software, or request hardware. They can make an appointment, request the next open appointment (and be notified when to walk down to the lounge), or work in the area while they wait for assistance. Employees generally wait less than 15 minutes to get help.The concept is working. The Tech Lounges received a 98% CSAT (customer satisfaction) score by employees, a jump of five points from last year.The role of the Lounge is continuing to evolve , thanks to IT’s efforts to automate basic services. If an employee has issues with conference room hardware or software, they can scan the room’s QR code. IT is automatically notified and starts on a fix within 15 minutes. If you need extension cords, chargers, and other accessories, you can visit a vending machine in the lounge. Among other services, IT technicians spend time educating employees on how to set up two-factor authentication on a new device, so they show can do it on their own the next time.
Personalized consultationsSharron Dawes knows the San Diego Tech Lounge well. Sharron, who was previously a neuropsychological researcher at UC San Diego, is LIKE.TG’s only dedicated statistician on the Core Platform/Machine Learning team.“My needs from the Tech Lounge and Help Desk have been a little unusual,” she says.Sharron recently needed to upgrade her standard-issue laptop. She works on HealthScan, software that assesses the health of LIKE.TG cloud instances to spot performance issues. A typical analysis might involve 140,000 rows of data and more than 3,000 variables. To handle that level of data crunching, in her first months on the job, Sharron was working with three laptops: two for analyses and one for email.“It was taking me 10 hours to do an analysis that should have taken six minutes,” says Sharron. “We had to find a faster, more efficient way.”Enter the Tech Lounge, where Sharron worked with techs to find a better computer. The technicians researched the options and ordered her a Lenovo P52 gaming laptop.“The promptness of replies, willingness to go above and beyond, professionalism, and attitudes were just fantastic,” says Sharon of her friends at the Tech Lounge. “They made it a pleasure to interact with them.”The biggest payoff: she can run analyses in minutes, not hours.Automating the routineThe role of the Tech Lounge will continue to evolve, says Mirza, as more automation comes into play. For example, when VPN connectivity issues became a common issue—draining productivity and creating frustration—IT got busy looking at how it could proactively fix this issue, a hugely complicated process involving multiple vendors.Using machine learning and AI, the AIOps team designed a workflow that automatically identifies VPN issues as they occur, creates a ticket, and notifies a technician. Technicians, like Darpan, then reach out to the affected employee via instant message to resolve the issue. If multiple tickets about an issue like VPN begin popping, they are automatically combined into a parent incident and the appropriate teams are notified.Automation is even changing how employees get new applications. Instead of requiring a technician to log in as an administrator, employees can install the software with a simple challenge code from the technician, minimizing time spent in the Lounge downloading software.“We are always finding new ways to improve how and where employees work,” says Mirza. “That translates to happier employees and technicians, who can then focus on other things, like educating employees new technologies like the Now mobile app and the desktop chatbot.”
Learn how LIKE.TG uses its own products at Knowledge 2019
Learn how LIKE.TG uses its own products at Knowledge 2019At LIKE.TG, we use the Now Platform and our IT, Employee, and Customer Workflow products to continuously create and optimize digital workflows that deliver great experiences and unlock productivitWe launched the Now on Now program to share stories about our own digital transformation journey. As Customer Zero for all LIKE.TG products, we want to go beyond automating simple routine tasks and enable digital workflows that help us manage processes faster and better. We’re evolving from spreadsheets and manual reports to real-time predictive analytics. In addition, we’re moving to a self-service environment that gives employees a digital platform to work more proactively and intelligently.At Knowledge 2019, Now on Now experts will share how we’re using our own solutions to deliver IT, Employee, and Customer Workflows to drive digital transformation at ServiceNow. In 30 different sessions, you’ll learn insights and best practices that you can use in your own digital transformation journey.You can also stop by the Now on Now Workshop in the Pavilion where our practitioners will show you how we’re using LIKE.TG products and answer any questions you may have.Here’s a guide to sign up for the Now on Now live sessions. You can also check out our portal for in-depth information about Now on Now. We look forward to seeing you at Knowledge 2019.