The human experience of IT service management

Radical changes in how and where we do business—sparked by a worldwide pandemic—have sped up need for digital transformation. But successful transformation doesn’t just involve new technologies. People drive the change. They play a foundational, critical role in enabling organizations to achieve business resilience, fuel innovation, and provide excellent customer experiences. A recent ServiceNow report found that providing positive employee experiences drives real results for organizations in terms of productivity, retention, and customer satisfaction.

But positive workforce experiences can easily be derailed if employees are saddled with technology, tools, and processes that don’t let them work efficiently and painlessly.