Knowledge Conference

Nuanced Digital Transformation: Knowledge19 Day Two Recap

The second day of ServiceNow’s Knowledge19 came to a close with a late night – Acorio hosted our annual Penthouse Party up on the top floor of the Venetian, and with it came endless conversations with current and future customers, ServiceNow employees, analysts, and business partners. Not dissimilar to walking around the showroom floor during the day, these late night conversations boiled down to just a group of passionate, like-minded people, geeking out about ServiceNow.

Unlike the conference floor and the sessions and keynotes though, these one-on-one conversations steered away from the trendy words like digital transformation and innovation, and instead were down-to-earth stories from actual practitioners; how long it took to do X, why their company had to do Y, and how excited they were to do Z next.

But that doesn’t mean that they weren’t still talking about the same topics as inside the conference walls. These casual conversations are just a more nuanced way of talking about the power of possibility, and the power of the people behind ServiceNow’s platform’s capacity for Digital Transformation.

Let’s jump into the Day Two recap to illustrate this…

IT Workflows in the Spotlight: Knowledge19 Keynote

Day Two’s biggest keynote was on the IT Workflows tract, mainly featuring ServiceNow’s Chief Innovation Officer, Dave Wright, as well as numerous other ServiceNow executives and partners. Pablo Stern took the stage to discuss improving service availability, reducing enterprise risk, and driving operational excellence – all through increased automation.

For about ten minutes, Dave Wright shared the stage with Lyne Germain, Shell’s VP of IT Integration. Shell, a ServiceNow customer, is a massive enterprise company, known throughout the world – but what might not be known is their equally massive growth goals and commitment to clean energy, with accordance to the Paris Agreement.

After a quick introduction, Lyne dived into what it actually means for a company like Shell to undergo digital transformation. Guided by Dave she went through the nuances of what this actually means in IT, not just in business buzzwords. In the limelight was agility in developing innovation, intelligent IT systems, and automated processes across the business.  

“A key component of IT delivering business value is the focus on people, and having the right skills and the right capabilities.” – Lyne Germain, VP IT Integration at Shell

As you might imagine, Shell has a very large IT landscape, with over 100K desktops across 800 sites, 272 business-critical applications, and 7 million viruses that need to be cleaned each month. They use ServiceNow across their IT landscape, including asset management and soon IT business management.

The ServiceNow example that Lyne chose to give speaks highly of Shell’s organizational values, but also the platform’s ability to power real business goals. Shell calls the solution ‘skills inventory’. It’s accessed through their employee portal and allows each employee to manage their industry skills, and similar to LinkedIn, endorse their coworkers’ skills (based on verified projects). It’s important for the employees so they remain engaged with their own development, but it is also important to the company – as it has increased the skills coverage from 20% to 80%. The information influences their project staffing, their hiring, and their training plans for each employee.

Shell’s presentation brings forward some of the best points of the entire conference (all in a short 10 minutes, might I add). Despite it being on the IT track, Lyne pulled in the importance of employee experience, making the case for HRSD and the importance of user experience, making the case for CSM.

After the IT Workflow keynotes, multiple breakouts and workshops ensued. Similar stories were told, proclaiming digital transformation in proud, bold terms. Day Three’s keynote surrounds CSM Workflows, and we hope to see customer stories highlighted as loudly.

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