I recently had the privilege of attending the ServiceNow Summit in São Paulo, a hallmark event that once again confirmed the forward-thinking direction the platform is heading in. Having been immersed in ServiceNow since 2015 and familiarized with tools such as Service Portal, ITSM, Now Mobile, and CSM, I’d like to share some observations and insights gathered from the event and discussions with other experts.
Workflow Modernization
ServiceNow continues to demonstrate its forward-thinking approach. One feature that caught my attention is the ability to construct workflows through simple instructions. Imagine the revolution! However, a reminder: no matter how straightforward it appears, there will always be a need for someone with a deep understanding of the business, the tool, and of course, best practices.
Rise Up Program
The Rise Up initiative is a testament to the democratization of knowledge. The story of a former “feirante” who is now a ServiceNow professional is truly inspiring. In Brazil, as we well know, professionals often wear multiple hats – from QA to documentation. Opportunities like this shape success stories.
Understanding of Work
A concerning observation: fewer and fewer professionals have a comprehensive understanding of work processes. The demand for specialists who can see the big picture for coherent implementations is evident.
User Experience
A recurring mantra was: “Create an experience that’s so good that they want to use it.” It’s indeed accurate. The focus on user experience is vital, and several case studies underscored the significance of user satisfaction in tool adoption.
The Power of the Portal
Many presenters showcased the portal, and it’s no coincidence. It’s the showcase, what the client sees and, most importantly, what the client likes.
Communication is Key
Every technical implementation, no matter how intricate, requires a robust communication strategy. Informing, engaging, and empowering are the pillars.
Gems from Side Conversations
- “Remote work isn’t working alone; it’s working networked.” In times of remote operations, connection and collaboration have never been more crucial.
- And an observation that caught my ear: “Clients thinking that hiring a Sys Admin is the end-all solution are mistaken. ServiceNow is a platform; it requires constant improvement, customization, and continuous updates. And frankly, a lone Sys Admin just doesn’t deliver that.”
In conclusion, the ServiceNow Summit São Paulo 2023 was a landmark of innovation, learning, and connections. For those who were there, it was a pleasure sharing this experience. And for those who couldn’t attend, I hope these insights can inspire and inform.
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