Navigating Digital Transformation: A Roadmap for Your ServiceNow Journey

Do you know what’s better than climbing a mountain? Reaching the top of a digital transformation peak! And if you’re using ServiceNow, you can do it faster and cheaper than with any other alternative, according to Forrester Research. ServiceNow facilitates the rapid construction of cloud solutions, automating a large number of intricate compliance workflows in just half the time and at a third of the cost of the competitors. But here’s the catch – the stats don’t reveal the real secret to success…

Source: ServiceNow

How a ServiceNow Roadmap can help you climb the digital mountain?

When embarking on a journey, it’s crucial to have a plan in place to ensure that you reach your destination. This is especially true when it comes to digital transformation and the implementation of a ServiceNow platform. Building a roadmap for your ServiceNow journey is like planning a trip to climb a mountain. You are a traveller, and just like with a mountain climb, you need to know everything about what’s going on to plan ahead.

What does it involve? You should consider the weather conditions, the itinerary, the team members, and the ultimate goal. Similarly, when building a roadmap for your platform, you need to take into account all the necessary details. What are the stops on the way? What are strategic goals, the needs, and what is required to reach your goal?

Source: ServiceNow

Many companies may not be fully prepared to leverage ServiceNow’s features and capabilities. With a roadmap, your organization can gain a clear understanding of its readiness for this transition, assess the availability of necessary resources, and track its progress in the process. This is how you can avoid wandering aimlessly without a clear destination. I believe that every company should prioritize this essential step for moving forward.

Sylwester Jassa, Presales Manager & Solution Consultant

It’s important to remember that just like climbing a mountain, you may not always be able to see your end destination clearly. For example, the ROI for your ServiceNow may be obscured by clouds. This is why having a strategic overview and a roadmap is so crucial. It helps you navigate the journey and ensures you don’t get lost along the way.

Source: ServiceNow

ServiceNow digital transformation

So, what exactly is a Roadmap? It is a strategic plan that outlines the steps required to achieve your business goals. As a visual representation of your organization’s journey toward a desired outcome, it helps you identify the key milestones, resources, and timelines required to reach that goal. 

A well-prepared roadmap should consist of a clear vision, business justification, and a plan for execution. This way, you can get a valuable tool to help other stakeholders in the company see the usefulness and point of the ServiceNow implementation. 

We have mapped 8 steps to follow when building a ServiceNow roadmap:

Assess your current state

Conduct a Digital Maturity Assessment to evaluate your organization and business strategy’s current state and identify the gaps and challenges to understand where you stand in terms of digital maturity and what steps you need to take to move forward.

>> Read more about DMA here <<

Identify the roadmap components

Based on the assessment results, identify the components, such as process improvements, technology updates, product ideas, resource requirements, and organizational changes.

Prioritize the components

To effectively prioritize the components of your roadmap, consider their importance, urgency, and impact on achieving your goals. This approach ensures you allocate the necessary resources and effort to focus on the most critical components of the overall strategy.

Define the roadmap phases

Divide the components into phases based on their dependencies and timeline. Each phase of the development roadmap should have clear objectives, timelines, and success metrics.

Identify the stakeholders

Identify who will be involved in the roadmap, development process, and implementation, including the executive sponsor, project manager, functional leads, technical leads, and end-users.

Build the roadmap

Document the objectives, components, phases, timelines, success metrics, and stakeholders. Use a visual format, such as a Gantt chart, roadmap view or timeline, to make it easier to understand and communicate.


Tell about the project roadmap to all stakeholders and spread it across the organization to buy-in and support from all parties involved.

Update and monitor the roadmap

Regularly review strategy roadmap and revise the roadmap based on feedback, shifting priorities, and emerging challenges. Keep a close eye on the progress of the roadmap and measure success metrics to ensure that you remain on course towards achieving your objectives.

Source: ServiceNow

With the above steps, you can create a customized ServiceNow roadmap that aligns with your organization’s unique objectives and requirements. This roadmap will pave a distinct way for the entire company to reach success, providing clarity and direction toward the intended destination.

Preparing for the digital future with the right product strategy

Simply purchasing the most expensive ITSM system on the market isn’t enough to ensure success. It takes careful, strategic planning, and preparation to be truly ready for the climb ahead. A roadmap allows you to assess your organization’s readiness for change, determine whether you have the necessary resources, and identify where you currently stand in the process.

With a well-designed roadmap, you can navigate the terrain of digital transformation, integrate new systems, automate workflows, and achieve a positive return on investment. 

Building a roadmap is like embarking on a thrilling adventure where you discover new terrains and new peaks. With a clear plan in hand, you will feel ready for the future and be able to tackle any challenge that comes your way. Remember, a roadmap is not a magic solution but rather a reliable way to achieve success and reach your ultimate goals.

Sylwester Jassa, Presales Manager & Solution Consultant

So, building a roadmap after DMA for your ServiceNow is crucial to achieving your organization’s goals. It provides a clear direction and shared understanding of the platform, enhances transparency and communication between stakeholders, facilitates better and well-informed decision-making, and helps you stay focused. With a roadmap, you will be able to achieve your digital transformation goals, maximize your ServiceNow investment, enhance your overall organizational performance and stay competitive. 

A high-level strategy roadmap is essential to unlocking the full potential of your ServiceNow investment. A well-crafted roadmap outlines future initiatives, aligns with your business strategy, and defines a clear strategic vision. The road mapping process provides the big picture, ensuring that each step towards achieving the project’s goals is purposeful and intentional.

Adam Bernas, Chief Product Officer, CMA
Source: ServiceNow

Can you imagine climbing Mount Everest without the help of experienced Sherpas? We certainly can’t! That’s why we’re here to help you build a roadmap for your platform and enjoy the journey toward your ultimate goal. Our team can help you with product vision, measure your strengths and intentions and find the perfect climbing trail for you, and complete it with the right stops and support. Contact us today. Let us guide you to success with your ServiceNow and create a roadmap with us.

ServiceNow Digital Maturity Assessment – what’s next? Get ready to build a Roadmap!

So you have completed your Digital Maturity Assessment for your ServiceNow platform. That is great! However, did you know that 7 in 10 clients (based on our observations) stop at this stage? Perhaps it’s because they don’t know what to do next or don’t have the necessary resources to take action. To fully benefit from your DMA and achieve better ROI, the next crucial step in your digital transformation journey is building a Roadmap. But why is it necessary, and what exactly does it entail? Let’s dive into it.

Source: SPOC

Digital Maturity Assessment as a starting point for a ServiceNow platform ROI

You’ve evaluated your company’s proficiency in utilizing digital technologies to support its business objectives. Now you understand how your company is currently using the ServiceNow platform. Thanks to DMA, you identified opportunities for improvement that will enable you to leverage your solutions to drive business value in a better way. 

Source: Gartner „CFO Perspective on the 2022 CEO Survey”

Building a ServiceNow roadmap is about more than just implementing technology – it’s about creating a strategic plan that aligns ITSM processes with business objectives. By weaving together the threads of systems, departments, processes and strategies, a ServiceNow roadmap becomes the roadmap for success.

Sylwester Jassa, Presales Manager & Solution Consultant
Source: ServiceNow\

The creation of a Roadmap ensures that your organization focuses on the key areas that require improvement, specifically in ITSM systems, and enables a strategic approach to technology implementation. By aligning business objectives with digital capabilities, the Roadmap becomes an essential tool for achieving success in digital transformation. It provides a clear vision of the steps needed to close gaps and seize opportunities, allowing for streamlined and efficient implementation of technology solutions. In essence, the Roadmap is the crucial link between the DMA’s insights and the realization of your organization’s digital goals.

Source: ServiceNow

Roadmapping in ServiceNow enables businesses to design and plan productive digital IT workflows that align with their overall objectives. With the latest Now Platform release and support for next-generation technologies, ServiceNow provides professional planning and design capabilities to help businesses stay ahead of the curve.

Adam Bernas, Chief Product Officer, CMA

What is a Roadmap, and what is not?

Simply put, a Roadmap is a strategic plan that outlines the path to achieving your goals within ITSM implementation. In the context of your ServiceNow platform strategy, a Roadmap will help you prioritize your initiatives, identify dependencies, and allocate resources effectively. It will also provide a clear and concise view of your organization’s digital transformation journey and help you communicate it to stakeholders.

Source: SPOC

Roadmaps are surely not solution-oriented. It is not giving you answers on how to do it, but rather what are your general goals, destinations, and phases to achieve that ultimate goal which would be a successful ServiceNow implementation and high ROI. 

Without a Roadmap, your company risks stagnating and falling behind in the ever-evolving digital landscape. You may continue facing the same inefficiencies, limitations, and challenges the DMA highlighted. By not taking action and building a Roadmap, you miss out on the opportunities for growth, optimization, and innovation that the ServiceNow platform provides to businesses.

How to build ServiceNow Roadmaps?

Building Roadmaps involves several key steps. First, you need to define your vision and objectives. What are your long-term goals, and how will your ServiceNow platform help you achieve them? Next, you’ll need to assess your current state and identify gaps. What areas of your platform are functioning well, and what needs improvement? Based on this assessment, you can prioritize your initiatives and develop roadmaps with a timeline for implementation.

Remember that it is not a stiff set of rules but a living document that should be updated regularly to reflect changes in your organization’s priorities and capabilities. By continually assessing your progress and adjusting your Roadmap as needed, you’ll be able to stay on track and ensure that your digital transformation journey is a success. 

During the Roadmap building stage, your company will identify the high-level initiatives necessary to achieve its digital transformation goals. These initiatives may include process improvements, technology enhancements, and organizational changes. The Roadmap outlines each initiative’s timeline, resources, capabilities, and dependencies, allowing your organization to prioritize the efforts and allocate resources effectively.

Highway to Hell or Roadmap to ROI?

We have seen far too many companies that invested significant money in implementing the most expensive ITSM system on the market, treating it as the goal itself. It opened a “highway to hell” for these companies as they did not analyze, prepare or implement the platform in a systemic and well-thought-out way.

Adam Bernas, Chief Product Officer, CMA

The truth is that by following a Roadmap, companies can systematically address their digital transformation goals and track their progress. They can identify and mitigate risks, adjust their priorities as needed, and ensure alignment with their customers and overall business objectives.

Source: SPOC

As we previously discussed the importance of DMA here, we believe that taking the step afterwards is as crucial to the successful implementation. Your company needs to build a Roadmap to implement your DMA findings and achieve digital transformation goals.

Without a Roadmap, you risk losing out on the opportunities and benefits the ServiceNow platform can provide your business. As we constantly help our clients build such Roadmaps, do not hesitate to contact our specialists at SPOC.

Transforming your  business with digital maturity: From chaos to success

What are we talking about?

As a business leader, you’re likely too familiar with the challenges that come with digitalization. Investing in digital technologies is crucial to staying competitive in today’s fast-paced business environment. To make sure that your organization is making the most of the digital investment, you need to look into your organization’s digital maturity.

When managing the ITSM landscape, it’s easy to get caught up in day-to-day operations and lose sight of the bigger picture. But as a leader, it’s essential to take a step back and evaluate your organization’s overall digital maturity. While you may have some strong areas in your ITSM, there may also be parts where you need certain implementations or solutions. The key to identifying these areas is conducting a comprehensive and integrated assessment of digital capabilities.

Overcoming digital technology challenges in the digitalization process

Digital maturity measures an organization’s proficiency and sophistication in utilizing digital technologies to support its business objectives. Assessment of digital maturity provides a clear understanding of your organization’s current digital state and identifies improvement opportunities. With this knowledge, you can make informed decisions about where to invest and how to achieve the most significant business impact.

Digital Maturity ServiceNow

But why is it so important to have a good understanding of your organization’s digital maturity? For one, it’s vital for making progress. Without a clear understanding of where your organization stands in terms of digital maturity, it’s difficult to set goals and measure progress. To identify areas for business improvement and stay competitive in the digital future, companies must assess their digital maturity and implement a broad range of new technologies in their digital strategy. An assessment provides a benchmark for tracking that progress and measuring the success of digitalization initiatives. There are several primary challenges that you may face when trying to implement digitalization across your company. Some of these include: 

  • Silos within the organization: It is hard to break down silos within the organization, which can impede the flow of information and hinder the implementation of digitalization initiatives. 
  • Costs: You may struggle with the costs associated with digitalization, such as new technology, training, and hiring specialized personnel. 
  • Problems with information sharing: You can see a lack of standardization and data silos, which can make it challenging to implement digitalization initiatives. 
  • Lack of equal level of digitalization across the organization: You may need help ensuring that all parts of the organization are at the same level of digitalization. 
  • Focusing on resolving current problems rather than on long-term goals: You may need help with resolving current issues rather than on long-term goals. 
  • Chaos: You can face challenges in navigating chaos within the organization, making it difficult to push forward. 
  • Difficulties with planning a budget when there are differences in digitalization: You may need help with planning a budget when there are differences in digitalization across the organization, which can make it difficult to allocate resources. 
  • Low or no engagement from the employees: You may struggle to get engagement from employees, which is another obstacle in implementing digitalization initiatives.
Resource: ServiceNow

Digital transformation and digital maturity assessment

The first step is to understand your organization’s digital maturity and how to achieve it. You can use the insights from such an assessment to make informed decisions and drive real change within your organization. The ability to navigate chaos is admirable, but it’s not necessary. You can take control and lead the organization towards true digital transformation with the right approach and evaluation.

Being part of a company can make it more difficult to ensure that a digital maturity assessment is objective. This is because employees may have a vested interest in the outcome and may be less likely to identify and address areas of weakness or inefficiency. Additionally, employees may be less likely to speak out or raise concerns if they feel that doing so could negatively impact their job or their relationships with their colleagues or superiors.

An external digital maturity assessment can provide valuable benefits such as objectivity, expertise, experience, and fresh perspective. It can help your organization to make sure that the assessment is unbiased and that the results are reliable and actionable.

Adam Bernas, Chief Product Officer with the highest ServiceNow certificate (Master Architect), is experienced in guiding organizations through complex digital transformations. 

One way to mitigate these risks is to hire an external consultant or company to conduct the digital maturity assessment. A third-party assessor is less likely to be influenced by internal politics or biases and can provide an objective perspective on the organization’s digital maturity. Additionally, it can bring expertise and experience from other companies and industries, providing valuable insights and best practices to your organization.

How to address the digitalization challenges

To really make sure that you have the right picture of what is needed to be done, you still need a digital maturity assessment, and that is where you should start. After mapping your organization’s challenges, you can take the following actions:

  1. Break down silos: Encourage cross-functional collaboration by setting up cross-functional teams, promoting open communication, and breaking down physical and organizational barriers.
  2. Control costs: Develop a detailed digitalization initiatives budget and closely monitor expenses. Prioritise projects based on their potential business value, and be prepared to adjust plans and cut costs if necessary.
  3. Achieve digital maturity across the organization: Develop a digital maturity model that can be used to benchmark different parts of the organization. This helps identify areas that need improvement and prioritize resources accordingly.
  4. Long-term vision: Develop a long-term vision for digitalization and align digital initiatives with overall business objectives to ensure that all parts of the organization are on the same page and working towards the same goals.
  5. Navigate chaos: Implement a project management framework to help keep digital initiatives on track and manage priorities.
  6. Plan budgets: Develop a flexible budgeting process that allows for adjustments as digitalization initiatives evolve. This will help to ensure that resources are allocated to the most critical projects.
  7. Engage employees: Involve them in digitalization by providing training, promoting open communication, and recognizing and rewarding their contributions.
  8. Communicate progress and success: Communicate the progress and success of digital initiatives to employees, stakeholders and the board to keep them informed and engaged.

Addressing the digitalization challenges may require a combination of different approaches and continuous adaptation. Also, it’s essential to remember that digitalization is an ongoing process, and it’s vital to evaluate and adapt the plan as the digital landscape and the organization’s needs are changing. 

Light-keeper or business influencer? Become digital transformation!

In today’s fast-paced business environment, the decision-makers must choose whether to be an orchestrator of chaos and a light-keeper or a business influencer. By investing in a digital maturity assessment, you have the power to become a business influencer, make informed decisions and drive real change within your organization. 

Resource: SPOC

When all parts of a company are digitalized at the same level, it enables the organization to work more efficiently, collaborate more effectively, be more agile, make better decisions, improve governance and compliance and be more scalable. All of which are key factors for organizations to achieve their business goals and stay competitive in today’s digital landscape. By taking a holistic approach to digitalization, you can ensure that all aspects of the organization are aligned with the overall business objectives and that digital transformation is driven by your organization’s needs. 

READ MORE ABOUT Holistic approach here: Digitalization done right – how to enable a holistic approach for your organization.

Remember, you are not alone, you can always get help in evaluating your situation – we’re here to help. Contact us or join us during our webinar about digital maturity. We will discuss how you can measure your organization’s digital maturity and why it is important. The webinar will be held by:

Leaders should regularly check their company’s digital maturity to ensure that they have a holistic view of their organization’s digital capabilities. Through digital assessment, they can identify areas of strength and weakness and ensure that all parts of the company are on the same page regarding digitalization. Thanks to such a deep understanding, aligning digital initiatives with overall business objectives and achieving true digital transformation is easier.’

Adam Bernas – Chief Product Officer with the highest ServiceNow certificate (Master Architect), experienced in guiding organizations through complex digital transformations. 

Digital maturity assessment provides a bird’s-eye view of the company, enabling stakeholders to identify areas of adequate digitization and those with great potential for development. It allows decision-makers to prioritize future investments based on clear evidence and expert recommendations for processes with the biggest business impact

Jan Chelkowski – Technical Consultant at SPOC, experienced in carrying out maturity assessments in different markets.

From fragmented to integrated – how to facilitate a holistic approach to digitalization

How to start?

Are you struggling to fully leverage the capabilities of your ITSM platform despite its wide range of possibilities? If so, you’re not alone. Many organizations find themselves in the same boat, facing challenges in effectively utilizing the platform to support their business objectives. The root cause of this can often be traced back to a lack of understanding of their current state of digital maturity. But how can you overcome this challenge and achieve better results while improving your ROI? 

The answer lies in adopting a holistic approach to digitalization. You can do it by conducting a digital maturity assessment to comprehensively understand your organization’s digital maturity and identify areas for improvement in your systems landscape. We will guide you on how to effectively leverage the ServiceNow platform to drive business value and achieve your organization’s goals.

Digitalization with a holistic approach

It means taking a comprehensive and integrated approach to digital transformation. A holistic approach involves considering all aspects of the organization, including its culture, processes, and technologies, and aligning them with its overall business objectives. It recognizes that digital transformation is not just about technology but also about people and how they work.

You want your organization to improve constantly, at the same pace, ensuring that all parts of the company are on the same page. When each part is digitalized at the same level, it allows for a more efficient flow of information and resources across the organization. This can improve service delivery, cost savings, and customer experience. It also influences positive way collaboration across departments and teams.

When all parts of a company are digitalized holistically, it enables employees to share information and resources more efficiently, leading to improved teamwork and increased productivity. The same level of digitalization allows for greater scalability, enabling the organization to expand into new markets or services more easily.

How to check your digital maturity?

Digital maturity assessment is becoming increasingly important for organizations looking to stay competitive in today’s digital landscape. You can use different tools, e.g., ServiceNow DMA, to evaluate your company’s proficiency in utilizing digital technologies to support its business objectives.

A digital maturity assessment can help you understand how your company is currently using the ITSM platform and identify opportunities for improvement that will enable you to leverage your solutions to drive business value in a better way. The assessment covers service management, automation, integrations, governance, and analytics.

What does it mean in practice? The assessment might reveal that the organization effectively uses ITSM to manage incidents but is far from fully leveraging the automation capabilities. In this case, the organization could develop a roadmap with the help of an experienced ServiceNow partner. The goal: enhancing the use of your systems landscape to automate more processes, which would ultimately lead to more efficient service delivery and cost savings.

The great value of such an assessment lies in understanding how the digital landscape is being used by employees, which may be different from the intended use. This can help your organization optimize the tool and make it more user-friendly, increasing employee engagement and productivity.

Business advantages of using DMA

Conducting a Digital Maturity Assessment (DMA) with a holistic approach can provide many business advantages. By identifying areas for improvement, you can develop a roadmap for enhancing its use of digital technologies to drive greater business value. This can lead to more efficient service delivery, cost savings, and improved customer experience.

“Being aware of your organization’s digital maturity level is vital for leaders who want to make informed investment and optimization decisions that align with their organization’s strategy. Maturity level awareness helps leaders with making decisions on which areas to focus first so that they best suit their organization’s current needs.”

Krzysztof Patyk – ServiceNow Solution Consultant

A DMA helps you identify new opportunities for digital transformation that lead to gaining a competitive advantage. For example, you can improve your ability to innovate and respond to changing market conditions by automating manual processes or integrating new technologies. You may count on improved performance. DMA ensures that you focus on the right initiatives and invest in the right areas. It can lead to enhanced performance and a better return on investment.

Other advantages are better governance and risk management by identifying compliance and security risks, and improved employee engagement and decision-making. DMA provides a benchmark of your digital maturity, which you can use to track the company’s progress over time and compare the performance to that of other organizations in your industry. 

How to digitalize equally

To ensure that all the different parts of the company are digitalized with Digital Maturity Assessment equally, there are a few key steps you can take:

? Involve key stakeholders – to get comprehensive and accurate results, involve key stakeholders from across the organization. This might include representatives from IT, operations, finance, marketing, and other departments.

? Define clear goals and objectives – before conducting the DMA, define clear goals and objectives for the assessment. This will help to focus on the areas that are most important to the organization and will enable your organization to measure the success of the assessment.

? Use a standardized framework – ensure that all areas of the organization are assessed in the same way and that the results of the assessment can be compared across different departments.

? Focus on the business processes – all areas of the organization should be assessed in terms of their digital capabilities, and the assessment results can be used to develop a roadmap for improvement.

? Communicate and share the results – after conducting the DMA, communicate and share the results with all relevant stakeholders to ensure that everyone in the organization understands the current state of digital maturity and that the assessment results are used to develop a roadmap for improvement.

? Create an action plan with specific tasks and owners –  once the DMA is completed, create an action plan that includes specific tasks and owners to ensure that the recommendations from the DMA are implemented in a timely manner and that progress is tracked.

? Regularly review progress – conduct regular reviews of progress to help identify any areas where your organization is falling behind, allowing you to make adjustments as necessary.

Get support to check your digital maturity

Conducting a digital maturity assessment allows organizations to comprehensively understand their digital maturity, identify areas for improvement, and develop a roadmap for enhancing their use of digital technologies to drive greater business value.

With maturity assessment, you can optimise the tool’s use and get more out of the platform investment, as well as accelerate the transformation process and save time in making strategic decisions in the future. Strategic investment plans should be based on “well-informed decisions” rather than solely focused on “risk and uncertainty management.

To apply such an analysis and make sure that it is done from top to bottom,  allowing you to follow the holistic approach – you might want to use a knowledgeable ServiceNow partner. 

At SPOC, we have over ten years of experience as a ServiceNow partner. We’re focused on helping organizations get the most out of their ServiceNow platform at competitive prices. We follow a holistic approach with a solid and ambitious goal to help companies reach equal digitalization internally. 

Our strategic consulting services focus on the overall system landscape and architecture. As a framework, we utilize the ServiceNow DMA in conjunction with other tools to evaluate your organisation’s digital maturity. With a clear and comprehensive assessment, we can create a roadmap for digitalizing the entire organization and track the progress regularly to ensure all the company divisions are moving in the same direction.

If you want to know more, reach out to us or join us during our webinar about digital maturity. We will discuss how you can measure your organization’s digital maturity and why it is important. The webinar will be held by:

Digital maturity assessment provides a bird’s-eye view of the company, enabling stakeholders to identify areas of adequate digitization and those with great potential for development. It allows decision-makers to prioritize future investments based on clear evidence and expert recommendations for processes with the biggest business impact.

Jan Chelkowski – Technical Consultant at SPOC, experienced in carrying out maturity assessments in different markets.

Leaders should regularly check their company’s digital maturity to ensure that they have a holistic view of their organization’s digital capabilities. Through digital assessment, they can identify areas of strength and weakness and ensure that all parts of the company are on the same page regarding digitalization. Thanks to such a deep understanding, aligning digital initiatives with overall business objectives and achieving true digital transformation is easier.’

Adam Bernas – Chief Product Officer with the highest ServiceNow certificate (Master Architect), experienced in guiding organizations through complex digital transformations. 

About “Digital Transformation” with ServiceNow – podcast

Jacques Clément, our Chief Technical Officer at Spoc Luxembourg took part in the 48th episode of the Alldus podcast, in their “Digital Transformation” series.

The aim of this podcast is to share an extensive conversation between leaders of companies in the fields of IT and Digital Transformation.

Therefore, Jacques has been invited to give details about his experience implementing ServiceNow across companies in Europe.

With hosts from Alldus International, during this podcast, Jacques has gone through his 30 years plus experience working in the IT industry, and 13 years plus working on ServiceNow powered projects.

Starting in 2008, his ServiceNow experience has led him to drive a worldwide implementation of the ServiceNow cloud computing platform in several companies with different needs.

Therefore, Jacques, thanks to his substantial knowledge of the platform, has been able to go through subjects as varied as:

  • The work we do at SPOC Luxembourg
  • The role of ServiceNow and the main projects we are working on
  • Challenges we need to overcome
  • Wins and learns on implementing ServiceNow within the business
  • The importance of system design
  • Exciting trends to keep an eye on in the future…

To get the full experience of this knowledge-packed podcast, listen to it in its entirety by clicking here.

Digital transformation with ServiceNow

Digital transformation has proved to be the core of business resiliency and continuity in the new normal, and in general. The organizations that had been investing in this area before the COVID-19 outbreak, are way better prepared to mitigate its repercussions, getting an advantage over the peer group that didn’t.

Digital transformation in the new normal

9 in 10 organizations prepare digital transformation plans, however, only 4 in 10 are ready to face their competition. The more digitized the organization, the more market share you gain and the better off you are during the crisis.

The ServiceNow Platform delivers an environment for the transformation of your processes into UX-oriented digital workflows. Defined as the platform of platforms by the ServiceNow CEO – Bill McDermott, it evolved from an ITSM suite to a collaboration-oriented platform for all your teams and departments.

As a comprehensive hub for all your operations, available in the form of intuitive dashboards, ServiceNow caters for:

  • Technological advancement – thanks to Natural Language Processing, Machine Learning, and Predictive Intelligence,
  • 500+ integrations – now you can integrate all the tools you need (for communication, data exchange, process management, etc.) within a single platform,
  • Flexible access – so you can use all the features from desktop and mobile,
  • Continuous improvement – the platform is upgraded twice a year. Each release offers new features and enhanced functionality to the existing ones.

ServiceNow capability

Hence the platform is available in the SaaS model (System as a Service), all you need is access to the Internet and a supported web browser or mobile app. Now your employees and customers can focus on the core business, whereas the platform takes care of the rest.

With all the suites and features sharing the same system of record, the platform makes up a single system of engagement for all your stakeholders. Thus your teams get a comprehensive insight into metrics, tasks, services, assets, people, locations, and information at their fingertips, in one place.

ServiceNow users’ results

But because the proof of the pudding is in the eating, let us bring a few numbers that visualize the cross-industry power of digital transformation. Here are the implementation facts and results from the organizations using the ServiceNow Platform.


A video streaming platform, operated by a subsidiary of the Walt Disney Company, invested in the ServiceNow CSM to provide its audience of 50+ million users with customer service via:

  • 40,000 concurrent chats,
  • 160,000 daily chats,
  • 200,000 daily interactions,
  • 500,000 daily portal visits.

The implementation started in November 2019 and took 5 months. Including multiple integrations, it was successfully completed at the beginning of the COVID-19 pandemic.

Chevron Corporation

Energy corporation, headquartered in San Roman, California, USA – globally consolidated its IT operations with the ITSM:

  • Implementation scope: 6 ITSM processes,
  • Coverage: 45 countries, 27 business units, 5,000+ ServiceNow operators at Chevron, 80,000+ end users,
  • Implementation time: 7 months.


Swedish defense organization standardized its HR processes, delivering the new employee experience and tangible results like:

  • Time savings: 12,000 hours back yearly,
  • Employee satisfaction rate: 25% boost.

Danske Bank

The bank standardized its IT operations and recorded:

  • Productivity: 6 fold improvement in terms of time to restore services,
  • Incidents: 93% reduction,
  • Internal portal adoption rate: 90%, after 2 weeks of use.

Interested in achieving similar successes in your organization?