Transforming the Workforce for Effective GenAI Deployment: The ServiceNow Approach

This IDC Perspective highlights the critical need for organizations to transform their workforce operations to achieve better value and outcomes, both internally and for customers in this digital-first world of AI everywhere. It features an in-depth look at one of the world's leading software vendors, ServiceNow, and its learnings and journey of deploying its own generative AI (GenAI) solution, Now Assist, across the company prior to rolling out the product to its install base. Chief customer officer and interim chief product officer of ServiceNow, Chris Bedi, shares his insights on the compelling story of how ServiceNow transformed the company's employee engagement to increase productivity and deliver more value to key stakeholders by leveraging GenAI. "The hype around AI has pushed many businesses to experiment with pilot programs, a number of which are not proving successful essentially because of lack of preparation. Profound technological transformations, such as AI, require a change in mindset and a willingness to leverage new technology by the workforce to be successful. Strong educational programs and training are needed across the enterprise - for employees to learn how to effectively utilize GenAI in their daily work and for management to rethink their approach to KPIs and existing roles to account for GenAI value creation. Companies, such as ServiceNow, which are integrating GenAI functions through Now Assist into their Now Platform and focusing on employee education, are to be commended," says Abhishek Kumar, associate research director at IDC.