The CIO Guide

The CIO Guide

The CIO’s guide to aligning

technology and business strategy

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 The CIO Guide

Driving business forward

with digital technologies
Chris Bedi
Chief Digital Information Officer, ServiceNow

I’d say up to 90% of a CIO’s time is spent figuring out how we’re
going to drive the business forward to create value for customers
and to create a talent advantage for our employees. Now, some
might say that technological operations and infrastructure may
be a diminishing part of our role, but you can only spend less
time on those factors if they’re already running like a well-oiled
machine. Businesses need to move faster to meet changing market
conditions. They need to drive efficiencies across the enterprise
while managing risk, building resilience, and ensuring always-on,
cross-enterprise security. It’s only when you’re brilliant at the basics
that a tech organization can take a lead role in driving the business
forward with digital technologies.

Once you have the basics covered, you can shift focus to find
digital solutions that will help your business rapidly grow. I know this
may be a little contrarian, but one of the ways I believe we can do
this is by embracing shadow IT. As technology leaders, we need to
acknowledge what people are trying to do. We have teams and
departments buying technology, not for the fun of it, but because
they need to get a job done. So, we need to provide our teams and
departments a platform where they can build the apps they need
themselves. But, to make this work, the platform you provide needs
to have the right governance, the right cybersecurity posture,
and you need to make sure curated data sets are available.
Additionally, businesses can create new business models and
processes, and improve existing ones, to better compete in
today’s hyper-competitive marketplace—all through the power
of automation. Providing all of this is the hard work we need to
do as CIOs.

I believe that if we get that right, we can let all the talent in our
companies participate in their own digital transformation without
having to come to a central organization. And with younger
generations entering the workforce, we’re finding people want to
build their own apps and solutions—they don’t want to wait for a
central organization.

So, I believe it’s up to us to bring these folks into the fold with
platforms that let them develop on their own, digitize on their own,
and be their own digital transformation leaders.

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How to use this guide

Inside this CIO Guide, you’ll find solutions to the problems that matter to you. Whether you’re looking
to be brilliant with business basics, like driving efficiencies through Global Business Services (GBS) and
managing risk and building resilience, or you’re looking to address questions like how to automate and
optimize your processes, among other topics, this guide has you covered.

So, if you’re concerned about GBS, risk, technology service operations, low code, or hyperautomation,
you’ll find that the solutions for the challenges you face are all connected.

Browse the topics, discover what piques your interest, read, and gain actionable insights you can
use today.

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Contents
Be brilliant with business basics 5

Drive efficiencies through Global Business Services 5

Manage risk and build resilience 7
Always-on, cross-enterprise security 7
Build ESG into your processes 8

The top 4 operations questions CIOs need to address today 10

How can I automate and optimize our internal processes? 11

How can I reduce costs around other systems, tools, and processes? 13
How can I provide employees the tools they need to be productive
and to grow the business? 15
How can I accelerate innovation in a secure and scalable way? 17

Life with ServiceNow 19

How we can support your organization 19

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Be brilliant with
business basics
Without a doubt, there are certain fundamentals you need to know
are covered before you can look to digital innovation to help grow
the business faster. After all, without ensuring your organization has
all of the basics in place, you won’t have the capacity to shift focus
toward hyperautomation, employee productivity, and low-code
development that can accelerate business innovation.
So, in this section, we’ll cover driving efficiencies through Global
Business Services (GBS) and managing risk and building resilience
(along with transforming security operations and activating
Environmental, Social, and Governance [ESG] across the enterprise).

Drive efficiencies through GBS

Today, organizations often have siloed operating centers that get
in the way of standardizing service delivery. To scale, you need to
connect processes end to end while harnessing insights across
departments for continuous improvement.

There are great We live in a digital-first world. Your organization’s employees now
want—and, frankly, expect—service experiences like the superior
benefits to consumer-oriented service experiences they receive in their personal
building a strong lives. Exceed employee expectations by establishing the foundation
for cross-departmental process standardization, automation, and
digital foundation operating efficiencies.

for process To get a more in-depth understanding of how you can drive
efficiencies through GBS, read 4 steps to optimize your organization
standardization to accelerate transformation.
and automation
while streamlining
operations with GBS.
Explore more here.

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Fast facts
To improve the user experience and productivity,
Telia consolidated support for IT, HR, facility
management, finance, procurement, security, ethics,
and compliance (more than 25 solutions) into a
Spectrum Health central portal built on the Now Platform ®.
implemented ServiceNow
HR Service Delivery® and IT 25+ solutions consolidated
Service Management ® to
transform the experience for
20K employees supported
employees seeking IT and
HR support and to give them
8/10 user satisfaction rating
more time for patient care.

Bayer used ServiceNow App Engine ® to create a

digital platform to automate compliance, data
Tasks that used to take an
privacy, and legal tasks and provide self-service
employee several days, such
functionality while reducing costs to support a new
as onboarding large numbers
legal, compliance, and data privacy service unit with
of nursing interns in the fall,
regional teams within Bayer’s shared service centers.
can now be done in an hour
or two.” – Burton Smith,
Director of Enterprise Service
80% automation rate
Delivery, Spectrum Health 4.1/5 user satisfaction rate
6

Handle risk, security, and ESG through a unified platform
Manage risk and build resilience
The need to stay in business during unprecedented
and changing times, along with stiff competition, has
driven organizations to speed up or expand their
digital transformation efforts. However, to help ensure
a successful digital transformation requires that you
manage new or evolving risk by engaging employees
in addition to risk and compliance teams. To succeed,
it’s critical to embed risk management and compliance
into your daily workflows and familiar user experiences.
This will not only provide a more complete view of
compliance violations and risks, including gaps such
as a lack of continuity or recovery plans, but it will also
enable risk-informed decisions across the enterprise.
Both are key to transformational success, supporting
a more resilient operation to minimize disruption and
recover more quickly than the competition.
To get a more in-depth understanding of how you
can manage risk and build resilience, read 4 steps to
manage risk and resilience in real time.
The CIO Guide
Always-on, cross-enterprise security
While managing risk and building resilience, it’s also
critical to ensure you can power fast and effective,
always-on secure operations. The need to act fast
and respond to cyber threats and risks has never been
greater. Time is a luxury that security teams can’t afford.
Transform your organization’s security operations so
they can work more closely with IT, risk, and other areas
of the enterprise. This will help the organization respond
effectively to the most current threats and risks—
despite the ever-increasing attack surface complexity,
overwhelming threat volumes, and skills shortages.
Learn more about how you can better protect your
organization by reading 3 steps to transforming security
operations.
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Build ESG into your

processes Read more about
While aligning technology strategies with those of the how well-governed
business is challenging enough, there is also added
pressure for companies to embed Environment, Social, companies build trust
and Governance (ESG) considerations into their
strategies, business operations, and supply chains. by measuring their
Mobilizing your ESG strategy on a unified platform can
help build your organization’s reputation and trust as you impact on the world
generate value and ESG impact across the enterprise.
The secret? Connect people, systems, and data, and with ESG.
then operationalize processes to increase speed,
efficiency, and scale. Explore here.

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Fast facts

Aegon implemented ServiceNow Business

Continuity Management ® (BCM) globally to
provide cohesive BCM processes across the
enterprise. Now, digital workflows are saving time
and dollars while increasing efficiency.

For me, the major benefit has just been

developing a more consistent methodology and
global structure for our business continuity. We
have already seen time saving and automation
and, as we start connecting more things inside
the Now Platform, that is going to increase.”
– Denny Hodge, Business Continuity Manager
Global Technology Services, Aegon

Wellstar Health System established an efficient

vulnerability management system built on
the ServiceNow platform. With a clear plan
for prioritization, assignment, and grouping,
remediation of vulnerabilities is executed
efficiently.

99%
Of vulnerability groups are assigned correctly

92.5%
Of all vulnerability items are remediated within
SLA targets

100%
Of critical vulnerabilities are effectively
remediated

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The top 4 operations questions CIOs

need to address today
In your role as a CIO, a core challenge you face every day is aligning business strategy with your technology
strategy. Because, after all, your technology strategy is your business strategy. From finding new, easier ways
to automate and optimize processes, to reducing costs and improving employee productivity, business and
technology strategies are, by necessity, intertwined.

In this section, we’ll discuss the top four questions CIOs around the world are trying to address today, including:

Q1 Q2 Q3 Q4

How can I automate How can I reduce How can I provide How can I
and optimize our costs around other employees the tools accelerate
internal processes? systems, tools, and they need to be innovation in
processes? more productive a secure and
and to grow the scalable way?
business?

Skip to Q1 Skip to Q2 Skip to Q3 Skip to Q4

Finding the solutions to these questions will help you align organizational strategies with your technological
strategies, working together to increase revenue, reduce costs, save time, and enhance business growth.
Additionally, you’ll find ways to further streamline and optimize processes (while saving time and money) through
the power of low-code app development and hyperautomation.

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How can I automate and

optimize our internal
processes?
Is there anything worse than having overtaxed,
uncoordinated, slow-to-respond technology service
operations? Consider for a moment your technology
stack. How old (or new) are your solutions? Do they work
well together, or do they lack cohesion? There’s no better
time than now to identify and break down barriers and
reimagine seamless, always-on technology. Not only
will this improve output, but it will better prepare your
organization for any new surprises.

Automate and optimize processes with these

three steps:
Modernize IT—Consolidate to a single cloud
1 platform to improve service delivery and lower A survey of 1,500
costs
employees globally who
2
 eliver extraordinary service experiences, IT
D
operations resiliency, and staff productivity gains
benefit or potentially
(hint: it’s all possible with AI-based automation) benefit from automation
Optimize service delivery when you relentlessly technologies suggests that
3 pursue technology best practices
by replacing a significant
Gain a more in-depth understanding of each step
by reading 3 steps to delivering digital-first business
proportion of routine
growth. and respective tasks and
making processes smarter
(not just faster), automation
technologies have an
important role to play in
reinventing work.*
*IDC eBook, sponsored by ServiceNow, Future Workforce
Insights: Why Strategic Automation Empowers Employees in
Operations, IDC #149378222, Aug 2022

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Fast facts

With ServiceNow, Danske Bank has created a foundation

for enterprise-wide innovation that improves risk
management and the employee experience.

The consolidation and standardization of our services onto

a single platform enables us to continuously improve our
capabilities.” - Jacob Elfving, Development Manager, IT
Operations, Danske Bank

Deloitte embarked on a global consolidation program

to fundamentally change the way it works across lines of
business, selecting ServiceNow as a key enabler.

20-50%
Productivity increase in various business units

20%
Reduction in days of sales outstanding

5x
ROI in workflow efficiencies

Using the Now Platform, Beachbody integrated ServiceNow

with Slack to eliminate email burdens and increase service
quality.

90%
Reduction in service outage

250%
Increase in documented changes

Employees can raise service incidents

Directly from Slack

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How can I reduce costs

around other systems,
tools, and processes?
The way you manage, track, and automate your asset
lifecycle dramatically impacts your organization’s ability
to grow and react. Many organizations today are looking
to gain more visibility, optimize cloud resources, and to
automate the asset lifecycle to reduce costs, extend the
lifespan of assets, and mitigate risks. As an additional
benefit of gaining more visibility into your asset data, it
can often be further leveraged by other IT, Security, Risk,
and strategic business planning functions.
34%
The number of surveyed companies that are
advanced in their automation journey and
are unlocking the full potential of strategic
automation. They are optimizing processes
at scale and integrating automation efforts
in an orchestrated enterprise-wide strategy
(e.g., using a chatbot to trigger patch updates
on a customer’s IoT device).*

Follow these three steps to reduce software,

hardware, and cloud costs: *IDC eBook, sponsored by ServiceNow, Future Workforce
Insights: Why Strategic Automation Empowers Employees in
Know and optimize what you own to reduce Operations, IDC #149378222, Aug 2022
1 technology CapEx and OpEx

Centralize governance to minimize costly

2 technology asset risk throughout the business

3 Automate the full technology lifecycle to boost

staff efficiency and avoid compliance issues

To get a more in-depth understanding of each of these

steps, read 3 steps to reducing software, hardware, and
cloud costs.

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Fast facts

Cox Automotive uses ServiceNow to track software

assets across the business to avoid duplicative
expenses, achieving significant savings and
efficiencies along the way.

70%
Increase in visibility on software assets

$150K
Savings generated in first year

Covéa Insurance adopted ServiceNow solutions

to streamline time-consuming processes, provide
staff with a user-friendly self-service portal, and to
deliver fast access and better visibility of IT asset
data to simplify audits and ensure compliance.

£450K
ROI in asset management in first year

>£810K
Compliance costs avoided

>2K
Employees empowered to work more efficiently

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How can I provide

employees the tools they
need to be productive
and to grow the business?
Boost employee productivity
Consider the way your employees work today. How can
your organization quickly adapt and support new ways
to work, deliver connected employee experiences, and
improve employee self-service? And how can it meet
your employees’ growing desire for more flexibility in
where and how they work? Organizations need to look
at the employee experience holistically, with HR, payroll,
finance, legal, and workplace services being a logical
extension to IT service management in driving multi-
departmental, unified, service experiences.
Learn how you can boost employee productivity in your
organization by reading 5 steps to boost employee
productivity and organizational efficiency.

Keep employees connected and engaged

In addition to giving your employees the tools they
need to thrive at work, it’s just as important to ensure
your employees can feel connected and engaged

37%
with the organization through a unified employee
experience platform. Communicating with employees in
a consistent and personalized manner, that embodies
your organization’s brand and follows best practices,
is critical for fostering great employee experiences.
Build personalized content experiences, with intranet- % of respondents using strategic automation
like engagement and communication, to help keep who cite productivity as a top impact of
employees informed on all relevant news, events, automation.*
and communications from anywhere. Additionally, by
enabling curated experiences through customizable
topic pages and integrated apps, you can deliver the
right service experiences to the right people while
*IDC eBook, sponsored by ServiceNow, Future Workforce
driving targeted and actionable, multi-departmental Insights: Why Strategic Automation Empowers Employees in
campaigns. Operations, IDC #149378222, Aug 2022

Learn more by visiting our Employee Experience page.

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Fast facts
In 2019, Delta Airlines had begun deploying
ServiceNow HR Service Delivery (HRSD) Pro to
initially capture employees’ time and attendance
questions and ultimately streamline and
automate the majority of its HR services. Armed
with this existing knowledge and experience
with the intuitive and easy-to-use Now Platform,
Delta was able to launch a one-stop-shop
COVID-19 employee portal in just 48 hours.
’Ask HR’, powered by ServiceNow, is a great
example of us simplifying and modernizing the
employee experience. It assisted thousands of
our people during the pandemic.” - Beverly Hill,
Manager, HR Service Delivery, Delta Air Lines
The CIO Guide
Saab, a global defense leader, identified
an opportunity to transform its onboarding
experience. Working with ServiceNow, Saab HR
implemented automated workflows to connect
the different departments and functions involved
in onboarding—meaning new hires start with all
the tools, services, and information they need to
get work done from day one.
1,000s
Of new starters throughout the year
12K
Hours saved per year
25%
Increase in employee satisfaction
General Mills wanted a more agile company.
So, they built an online portal (called “G&Me”)
that could be a one-stop-shop (platform) for all
employees needing information or to interact
with human resources.
ServiceNow came with an approach of how to
get things done, and we were able to adapt that
to what our needs were. That was a big selling
point for us. The consumer experience was very
important to us. ServiceNow powers our G&Me
portal.” - Lynsey Wherry, Vice President of Talent
Acquisition and HR Strategy, General Mills
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How can I accelerate Follow these three steps to accelerate

innovation across the enterprise:
innovation in a secure 1
Build cross-enterprise workflows fast—and do
it without breaking anything
and scalable way? Deliver cross-enterprise experiences that
2 users love
In your role as CIO, you’re likely struggling to innovate
against a rising tide of backlogs for new apps, the
sprawl of legacy apps, and elevated expectations for Streamline enterprise service delivery—
3 leaning on low code
modern user experiences.
Software fuels digital transformation—and today’s
Learn more about each of these steps by reading
market requires a lot of fuel. While there’s a high demand
3 steps to accelerating innovation with low-code
for apps to automate processes, the capacity to
app development.
create those apps is limited due to a shortage of skilled
developers. The good news is that innovations in low
code empower more people (namely citizen developers)
to build apps quicker, and with less complexity.
Better yet, when using the right low-code platform, you
can further accelerate innovation with this new delivery
model while maintaining the appropriate guardrails of
governance to reduce risk.
The result? Rapid development of low-code apps that
enable you to safely scale cross-enterprise experiences
that users love.

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Fast facts

The Intercontinental Exchange (ICE) wanted

to find the best option that would allow them
to create the right experiences while reducing
risks and costs. With ServiceNow® App Engine,
they could slash the effort that went into
development, consolidate their systems, and
power their enterprise operations without losing
focus on what was important to them.

ServiceNow gives us the best of both worlds—

apps we can use out of the box and a platform
to easily build custom apps with the Now
Platform App Engine to solve our unique business
problems.” - Bretlan Fletcher, Senior IT Director,
Intercontinental Exchange

Suncor was looking to enhance employee

engagement and business performance, so
the company turned to ServiceNow. By giving
employees a consistent, intuitive way to access
information and services across the company,
Suncor increases employee satisfaction,
enhances employee engagement, and fosters
business agility.

85+
Net Promoter Score for HR services

90%
Reduction in app development effort

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Life with When you work with ServiceNow, we give you and your organization
all the tools, guidance, and support you need to realize success. From

ServiceNow
dedicated points of contact to an intuitive customer success platform,
our goal is to ensure, and accelerate, your desired business outcomes.

ServiceNow Impact
How we support
your organization When it comes to goals, business outcome, lofty ambitions and
aspirations, there is no one size fits all—so let’s get the right fit for your
organization.
We have reimagined the customer journey, a personalized digital
experience built on the Now Platform, and a first of its kind solution for
your company’s value acceleration.
Your leaders can get what they need, when they need it. From strategic
vision to KPIs, and from personalized content to recommendations that
fast forward results.
Provide leaders with access to experts who can help teams take action
with confidence. Amplify bench strength to amplify expertise. Equip
teams with tools and best practices, with access to developer support
to help prevent issues before they happen.
Give your people more free time to act, rather than react—and
accelerate value to get returns faster.
Learn more about ServiceNow Impact.

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Customer Success Center

Packed with a wealth of helpful resources and expert Another way to tap into the power of the Customer
created content—such as playbooks, roadmaps, and Success Center is with Now Value, a methodology proven
quick answers—your teams can find everything they need to accelerate success. Now Value consists of four stages:
to make the most of ServiceNow’s capabilities in the Envision, Create, Validate, and Champion. Here, leaders
Customer Success Center. can find best practices content, organized by types and
topics. Now Value also offers featured resources like the
One of the Customer Success Center’s key benefits is its
Value Calculator, and Now Create, to really help teams
powerful cross-ServiceNow search engine, providing easy
get the most from each stage and maximize results.
access to the complete lineup of ServiceNow solutions,
sites, and resources. Learn more about the Customer Success Center.
Leaders can get started by browsing useful resources
tailored to their role. Content tailored for specific roles is
constantly refreshed and updated, so your people can:
• Access training and certification information
• Reference product documentation
• Watch video tutorials
• Uncover new ways to get inspired
• Uncover new ways to get inspired

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Efficiently implement
ServiceNow
Use our proven methodology, leading practices, and
experts to accelerate your implementation and enjoy
amazing business outcomes with digital workflows.
We can put your teams on the road to success with
an inside perspective of our technology and product
roadmap, along with our experience and insights.
Leaders can visit our implementation services page to
learn more about:
• Starting with our leading practices
• Working with experts
• Expert implementation insights
The CIO Guide
Now Support Portal and
Knowledge Base
Your people can always get the support they need
through our Support Portal and Knowledge Base.
With 24/7 access to support, ServiceNow users can
explore our library of solutions, from trending topics
to recent known errors and solutions for common
issues. From the Support Portal, your team can
find the answers they’re looking for, read product
documentation, connect and collaborate with fellow
ServiceNow users, and access a database of technical
articles, how-to’s, and solutions.
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Ready to align your technology and business strategies?
Discover what you can achieve with ServiceNow
Be brilliant with business basics
Strengthen common services and support changing demands with GBS and ESG impact.​ 
See how

Automate and optimize business processes

Modernize your organization by streamlining the agile, cost-efficient, and resilient delivery of technology.
See how

Accelerate innovation in a secure and scalable way

Innovate with low code. Modernize legacy processes and extend workflow automation across the enterprise.
See how

About ServiceNow

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digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees
and customers can be more connected, more innovative, and more agile. And we can all create the future we
imagine. The world works with ServiceNow®. For more information, visit www.servicenow.com.

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