WEBVTT 00:00:03.128 --> 00:00:06.339 Hello, I'm Joe Erskine, the Product Group Leader for ServiceNow. 00:00:06.798 --> 00:00:10.885 Welcome to Deloitte's From Insights to Impact series, where we talk 00:00:10.927 --> 00:00:15.140 about how organizations are taking insights into measurable outcomes. 00:00:15.640 --> 00:00:18.476 We would love to talk to you today about Deloitte's ServiceNow journey, 00:00:18.935 --> 00:00:23.648 a journey that started in 2017 first with IT, and has scaled out to other 00:00:23.648 --> 00:00:25.984 business domains within our organization. 00:00:26.526 --> 00:00:33.408 It's now powering over 100 million work items every single year, enabled by 5,000 00:00:33.408 --> 00:00:39.039 workflows, and supporting over 407,000 practitioners in over 150 countries. 00:00:39.539 --> 00:00:42.917 With me here is Anita Chu, who is our Deloitte Canada CIO. 00:00:43.293 --> 00:00:45.128 I'd love to welcome you to the series, Anita. 00:00:45.295 --> 00:00:46.337 Thank you for having me. 00:00:46.588 --> 00:00:50.300 Anita, how has this transformation changed our people, our processes, 00:00:50.341 --> 00:00:51.801 and our organization overall? 00:00:52.093 --> 00:00:56.389 So if you take a step back, 10 years ago, we had multiple systems. 00:00:56.806 --> 00:01:00.351 They were single-purpose, function-specific, and we had 00:01:00.393 --> 00:01:03.104 a whole slew of them, and we actually shifted to ServiceNow. 00:01:03.104 --> 00:01:07.692 What ServiceNow enabled us to do is actually go to a single platform that 00:01:07.817 --> 00:01:11.821 would string together entire workflows end-to-end, so it really transformed the 00:01:11.821 --> 00:01:16.785 user experience for our people, but also at the same time, it actually allowed them 00:01:16.785 --> 00:01:18.578 to be able to have greater transparency. 00:01:18.870 --> 00:01:23.249 We were able to drive self-service, and we were also able to really have 00:01:23.249 --> 00:01:27.462 that ability to look at that process and drive consistency overall. 00:01:27.504 --> 00:01:31.466 From a business impact standpoint, the thing for us is, it started 00:01:31.466 --> 00:01:34.719 with IT, but it's actually been much more transformative than that. 00:01:34.761 --> 00:01:37.764 On the IT side, we wanted to run IT like a business. 00:01:38.181 --> 00:01:41.726 That was one of our original goals, and it did that, and then we said, 00:01:41.726 --> 00:01:45.188 "Okay, if it can do that, and it can be so successful in doing that, how 00:01:45.188 --> 00:01:48.108 do we actually parlay this to other parts of the business?" So we were 00:01:48.108 --> 00:01:51.027 able to actually have that transform the rest of the business overall. 00:01:51.361 --> 00:01:55.365 So we now have this ability to use ServiceNow as a platform across 00:01:55.365 --> 00:01:56.699 so many different functions. 00:01:57.075 --> 00:01:58.284 Excellent. 00:01:58.409 --> 00:02:01.830 Well, with the introduction of AI into ServiceNow, what impact and 00:02:01.830 --> 00:02:05.250 considerations did you see regarding practitioner productivity and how 00:02:05.291 --> 00:02:09.129 decisions are being made, and what governance and guardrails are you 00:02:09.129 --> 00:02:13.007 having to put in place now in order to get maximum impact and value from it? 00:02:13.049 --> 00:02:17.220 AI really has been a game changer for us, so from a ServiceNow standpoint, 00:02:17.220 --> 00:02:21.724 we actually introduced a number of their AI capabilities, so with NowAssist 00:02:21.724 --> 00:02:26.563 and Virtual Agent. And what we saw was significant increase in terms 00:02:26.563 --> 00:02:31.276 of deflection of tickets, increase in self-serve, so people just not 00:02:31.276 --> 00:02:32.986 even needing to log tickets, right? 00:02:33.069 --> 00:02:35.738 They would come in, and they would say, "These knowledge articles are great.” 00:02:35.738 --> 00:02:38.741 They can help me answer the question, remove friction from the 00:02:38.741 --> 00:02:43.538 process overall, and really this GenAI capability to be able to search for 00:02:43.538 --> 00:02:45.874 information was very valuable for us. 00:02:45.874 --> 00:02:49.752 So we've seen huge value that's come out of AI, but the counterbalance to 00:02:49.752 --> 00:02:53.381 that, of course, is at Deloitte, we want to make sure that there's appropriate 00:02:53.381 --> 00:02:55.300 guardrails and governance in place. 00:02:55.717 --> 00:02:59.220 So before we actually rolled out any of the AI capabilities, we 00:02:59.220 --> 00:03:02.599 ensured that our data was secure. 00:03:02.932 --> 00:03:06.269 We made sure that we had privacy considerations in place, and that 00:03:06.269 --> 00:03:09.814 we had the appropriate guardrails in place from an AI governance standpoint. 00:03:09.981 --> 00:03:10.523 Fantastic. 00:03:10.815 --> 00:03:13.484 So Anita, what's next on Deloitte's ServiceNow journey? 00:03:13.610 --> 00:03:16.613 When we take a look at ServiceNow, it's how do we continue the AI journey? 00:03:16.613 --> 00:03:19.824 We've introduced this in parts of our business, but how do we 00:03:19.824 --> 00:03:21.326 do more of that moving forward? 00:03:21.576 --> 00:03:23.369 How do we actually create that ecosystem? 00:03:23.369 --> 00:03:26.956 We're also looking at how do we expand what we're doing to actually drive 00:03:26.956 --> 00:03:30.627 greater cost efficiency as well, and also to continue to improve the 00:03:30.668 --> 00:03:34.297 user experience and drive greater productivity for our end users. 00:03:34.422 --> 00:03:38.218 So we'll be taking a look at other products within the ServiceNow 00:03:38.218 --> 00:03:41.304 stack, but actually looking at how do we actually drive greater 00:03:41.888 --> 00:03:43.139 opportunities for our people. 00:03:43.389 --> 00:03:44.098 Fantastic. 00:03:44.140 --> 00:03:46.726 Well, Anita, thank you so much for joining us on this series. 00:03:46.976 --> 00:03:48.269 Thank you, thank you for having me.