ServiceNow

Business Challenge

ServiceNow leaders and their teams previously relied on a siloed portfolio of dashboards to monitor and manage their businesses, and there was no single source of truth for critical company metrics. In the absence of a unified view of company operations, valuable signals about the company’s day-to-day performance were delayed in reaching the CEO and top leaders, and the C-suite lacked focus on a single set of vital enterprise metrics to make real-time decisions. CEO Bill McDermott issued a challenge: to create one central place to view business-critical insights.

Analytics Solution

Using ServiceNow’s own intelligent platform and product suite, the data and analytics team developed a control tower for the digital business, providing a single-pane view of systems, processes and performance across every company function, from sales, marketing and customer support to finance, legal and human resources. The solution answered questions about what happened, what is happening, what could happen and what should happen. This real-time view of every activity taking place in the company accelerated time to action, surfacing emerging issues with enough notice to drive resolutions and reduce risk, and increasing focus across the C-suite on the metrics that matter most.

Impact

The CEO and C-suite control tower is now leaders’ most-utilized management tool and is essential for delivering ServiceNow’s industry-leading renewal rates (98 percent) and expanding the operating margin. Further development of this concept has yielded applications that can be downloaded for free from the company’s app store and implemented by ServiceNow customers. The data and analytics team has consulted with hundreds of current and potential customers to help them develop and deploy their own versions of the company’s solution, meaning that the control tower for digital transformation isn’t just running ServiceNow — it’s helping to drive success among a growing number of its valued customers.