The old saying “There’s no substitute for experience” has taken on new meaning in today’s digital environment. According to a ServiceNow/ThoughtLab global survey of 1,000 C-suite executives, adopting a comprehensive experience strategy that encompasses all experiences can help: “Organizations want to deliver seamless experiences to customers and employees.

SAP customers must move to SAP S/4HANA by 2027 to stay compliant, but many are hesitant to do so. Although 78% of organizations in North America are planning an S/4HANA move, only 31% have started using it, according to a CIO article. The UK & Ireland SAP User Group (UKISUG) reports 89% and 25%, respectively. Moving to S/4HANA can take three to four years, according to Roland Berger, and requires a high investment at a time when companies are tightening their belts.

Demonstrating value is crucial to the success of any business. That's why it’s an important topic for IT service management (ITSM) service providers to consider when evaluating their service operations. How do IT service operations align with business outcomes and customer needs? How do operational metrics correlate to business value that stakeholders want to see?

As a major retailer with more than 1,700 outlets, Canadian Tire needs robust business processes that continue to operate seamlessly when adverse events strike. Although the company had disaster recovery plans in IT and an established business impact analysis discipline in its business units, these processes ran on Microsoft Excel, Word, and emails—and weren’t connected.

If you ask any ServiceNow employee about their role, they'll likely tell you their job and team are the best they’ve ever had. One small but mighty team proclaims this proudly: the red team, a group of professional hackers. As vigilant guardians of the company, the six-person team is tasked with testing the security of our systems and identifying cyber risks, data vulnerabilities, and security threats.

Product experience is a key driver of business success for ServiceNow and our customers. That’s why my product experience team and I spend a lot of time focusing on design principles that help ensure we exceed our customers' expectations. You don’t have to be a designer to use these principles and create great experiences. These are fundamentals that anyone can put into practice.

Despite the rise of AI, the need for app developers isn’t going away. In fact, a 2023 ServiceNow-sponsored study by Pearson suggests approximately 95,000 new application developer roles will be added globally over the next five years. According to ServiceNow’s special report on the impact of AI on tech skills, based on the research, only about 20% of app developer tasks will be either automated or augmented by 2027.