Summary
At ServiceNow, we make work work better for people. This past year has shown us the impact the world of work has on productivity, and it is our goal to accelerate its transformation to meet the needs of our employees and customers. In this session, we'll cover the who, what, where, and when of the future of work at ServiceNow as well as examples of how we as an organization are putting these methods into practice. We will also discuss trends and opportunities appearing in the new future of work and ways companies can adapt.
Key Insights
-
•
Hybrid work no longer depends on physical location but requires seamless management of both physical and digital workspaces.
-
•
Flexible, staggered work schedules help prevent burnout and improve productivity by respecting individual workflow rhythms.
-
•
Measuring productivity by quality and results, not hours logged, is essential to future workforce management.
-
•
ServiceNow’s Workplace Service Delivery streamlines hybrid workflows by consolidating complex tasks like space reservation, catering, and guest management into single requests.
-
•
Global distributed teams need tools that simplify collaboration, such as easy access to meeting recordings without digging through emails.
-
•
Employee engagement depends on strong work-life boundaries, frequent sentiment surveys, and employee inclusion in organizational changes.
-
•
Reskilling and upskilling are shifting focus from static job roles to evolving skill sets, supported by partnerships with platforms like Udemy.
-
•
Automation guided by AAA principles (Automate, Accelerate, Amaze) improves efficiency while keeping the user empowered and informed.
-
•
Integration of workflows into platforms like MS Teams reduces tool switching and increases productivity in meetings.
-
•
Companies face challenges balancing autonomy in tool choice with maintaining connected data systems to avoid blind spots and enable AI-driven workflows.
Notable Quotes
"Companies are no longer dependent on where people are located to work."
"The world of work is no longer locked into a physical location or a single device application."
"Most employees feel an immense pressure to always be on, working more than before, including weekends and late nights."
"It doesn’t matter when work is done, so long as it’s done and it’s quality."
"Our time off policy gives employees responsibility to decide when and how much time they take off, as long as their job gets done."
"As tasks become automated, employees need to upskill and focus on more creative work."
"Automation should be designed to automate, accelerate, and amaze—making the user the hero."
"Bringing existing knowledge to you at the right place, moment, and device helps scale up work effectively."
"We’re moving from measuring roles to measuring skills, recognizing that skills will evolve as automation takes over manual tasks."
"Better integrations allow people to work in tools they prefer while keeping everything connected for data transparency."
Dig deeper—ask the Rosenbot:
More Videos
"Without our sponsors, this programming simply would not be possible."
Bria Alexander Louis RosenfeldWelcome
September 8, 2022
"Business leaders identified elimination of redundant processes as the number one value of design."
Mike OrenWhy Pharmaceutical's Research Model Should Replace Design Thinking
March 28, 2023
"You would never implement an algorithm on a doctor without consulting them, yet in hospitality, workers face algorithmic managers daily."
Jodi ForlizziDesign and AI innovation
June 5, 2024
"Design ops is changing was our first theme, and today it’s all about practical design ops."
Bria AlexanderOpening Remarks
October 3, 2023
"Using animals or faces in adverts triggers strong emotional reactions due to our programmed social cues."
Michael WeirMixed Methods and Behavioural Science (Videoconference)
May 26, 2023
"Marketing what UX research does creates advocates and makes the company smarter by customer insights."
Molly FargotsteinMultipurpose Communication & UX Research Marketing (Videoconference)
September 12, 2019
"We were educated to minimize the value of our own practice."
Verónica Urzúa Jorge MontielThe B-side of the Research Impact
March 12, 2021
"How is information stored, found, and used? What systems turn data into actionable context-rich knowledge?"
Husani OakleyTheme Two Intro
June 6, 2023
"Changing branding and different aspects of the design system should be possible with very quick and easy interactions."
George Abraham Stefan IvanovDesign Systems To-Go: Reimagining Developer Handoff, and Introducing App Builder (Part 2)
October 1, 2021
