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ServiceNow Engineering

To make the world of work, work better for people by delivering experiences that unlock productivity and create great environments

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To make the world of work, work better for people by delivering experiences that unlock productivity and create great environments

Strengths

  • PLATFORM: Industry-leading workflow automation platform with 99.8% uptime
  • ECOSYSTEM: 7,400+ global partners and robust app marketplace
  • RETENTION: Industry-leading 98% customer renewal rate
  • REVENUE: Consistent 20%+ revenue growth for past 5 years
  • TALENT: 18,000+ skilled engineers with strong workflow expertise

Weaknesses

  • COMPLEXITY: Platform perceived as complex with steep learning curve
  • TALENT: Engineering hiring challenges in competitive market
  • TECHNICAL_DEBT: Legacy components requiring modernization
  • INNOVATION: Extended time-to-market for new platform features
  • ADOPTION: Slow customer implementation of advanced capabilities

Opportunities

  • AI: Embed AI across platform for intelligent workflow automation
  • EXPANSION: Cross-sell additional products to existing customers
  • VERTICALIZATION: Create industry-specific solutions at scale
  • DEMOCRATIZATION: Low-code tools to expand creator base by 3x
  • INTEGRATION: Enhance connectivity with third-party systems

Threats

  • COMPETITION: Microsoft, Salesforce expanding into workflow space
  • TALENT: Engineering talent shortage and rising compensation demands
  • RECESSION: Potential IT budget constraints affecting deal sizes
  • SECURITY: Growing cybersecurity threats to SaaS platforms
  • COMPLEXITY: Customers seeking simplified solutions over robust ones

Key Priorities

  • AI: Accelerate AI integration across platform capabilities
  • PLATFORM: Simplify developer experience and reduce complexity
  • INTEGRATION: Enhance third-party ecosystem connectivity
  • TALENT: Strengthen engineering recruitment and retention
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To make the world of work, work better for people by delivering experiences that unlock productivity and create great environments

AI EVERYWHERE

Embed AI across our entire platform ecosystem

  • INTEGRATION: Deploy GenAI capabilities across 100% of core workflows by Q3 end
  • ADOPTION: Achieve 40% customer adoption of at least one AI-powered feature
  • EFFICIENCY: Reduce workflow creation time by 65% through AI-assisted authoring
  • TRAINING: Certify 5,000+ developers on AI platform capabilities by quarter end
SIMPLIFY

Radically reduce platform complexity and friction

  • EXPERIENCE: Decrease average implementation time by 30% through UI/UX overhaul
  • DOCUMENTATION: Rebuild developer portal with contextual AI assistance and 100% API coverage
  • ONBOARDING: Reduce time-to-first-success for new developers from 14 to 5 days
  • AUTOMATION: Increase auto-resolution of common workflow issues from 45% to 80%
CONNECT

Create the most connected enterprise ecosystem

  • INTEGRATIONS: Expand pre-built integration library from 250 to 400 connectors
  • MARKETPLACE: Increase partner-built app submissions by 50% through incentive program
  • STANDARDS: Implement OpenAPI standards across 100% of new API development
  • ECOSYSTEM: Drive API transaction volume from 18B to 30B monthly through partner enablement
TALENT MAGNET

Build world's premier engineering organization

  • RECRUITMENT: Hire 1,000 engineers with 95% offer acceptance rate through enhanced program
  • RETENTION: Improve engineering retention to 92% through career development initiatives
  • DIVERSITY: Increase underrepresented groups in engineering roles by 25% through partnerships
  • ENABLEMENT: Ensure 100% of engineers complete AI certification and upskilling program
METRICS
  • Platform adoption: 35% YoY growth by Q4 2025
  • AI feature usage: 40% of customers using 3+ AI features
  • Developer NPS: Increase from 42 to 65 through platform simplification
VALUES
  • Champions of Service
  • Hungry and Humble
  • Deliver Innovation that Matters
  • Embrace Diversity and Inclusion
  • Build Trust
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Align the learnings

ServiceNow Engineering Retrospective

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To make the world of work, work better for people by delivering experiences that unlock productivity and create great environments

What Went Well

  • REVENUE: Q1 revenue of $2.6B exceeded expectations, up 22% YoY
  • DEALS: Closed 185 deals over $1M, up 30% from previous year's quarter
  • MARGINS: Operating margin improved 200 basis points to 28% in Q1 2025
  • RETENTION: Maintained industry-leading 98% renewal rate across portfolio
  • EXPANSION: Pro Plus and Creator workflows grew 36% and 28% respectively

Not So Well

  • APAC: Regional growth at 18% fell below 25% target amid macro headwinds
  • FEDERAL: Government sector deals faced elongated sales cycles and delays
  • TALENT: Engineering talent acquisition missed targets by 15% in Q1 2025
  • INNOVATION: Three key platform features delayed from roadmap timeline
  • COSTS: Cloud infrastructure costs increased 18%, exceeding forecasts

Learnings

  • ADOPTION: Customers implementing AI features show 3x higher NPS scores
  • VERTICALIZATION: Industry-specific solutions yield 30% faster deployments
  • SIMPLIFICATION: Simplified UI led to 45% increase in self-service usage
  • PARTNERSHIPS: Co-selling with cloud partners increased deal size by 40%
  • TRAINING: Customers with certified admins show 60% higher feature usage

Action Items

  • ACCELERATE: Speed up AI feature rollout across all major product lines
  • SIMPLIFY: Reduce platform implementation complexity for faster time-to-value
  • TALENT: Implement enhanced engineering recruitment and retention program
  • VERTICALS: Expand industry-specific solutions to five new sectors by Q4
  • ECOSYSTEM: Strengthen ISV partnership program to grow app marketplace
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To make the world of work, work better for people by delivering experiences that unlock productivity and create great environments

Strengths

  • LEADERSHIP: Bill McDermott's clear vision for AI-powered workflows
  • FOUNDATION: Now Platform provides ideal AI implementation canvas
  • DATA: Vast enterprise workflow data to train AI models
  • INVESTMENT: $500M+ committed to AI R&D initiatives
  • TALENT: 200+ dedicated AI engineers with ML expertise

Weaknesses

  • INTEGRATION: AI capabilities not fully integrated across portfolio
  • COMPLEXITY: AI implementation requires specialized skills
  • ADOPTION: Customers cautious about AI workflow implementation
  • TALENT: Shortage of AI engineering talent versus competitors
  • GOVERNANCE: Incomplete AI governance and compliance framework

Opportunities

  • GENERATIVE: GenAI to automate complex workflow creation
  • PREDICTIVE: ML models to anticipate service disruptions
  • AUGMENTATION: AI assistants to empower all platform users
  • ANALYTICS: Enhanced data insights from cross-workflow analysis
  • SELF-HEALING: Autonomous remediation of workflow issues

Threats

  • COMPETITION: Microsoft, Google investing heavily in AI workflows
  • TALENT: Aggressive recruiting of AI engineers by competitors
  • COMMODITIZATION: AI features becoming table stakes quickly
  • REGULATION: Evolving AI regulations impacting implementation
  • ETHICS: Potential backlash from AI-driven automation impacts

Key Priorities

  • INTEGRATION: Embed AI capabilities throughout platform
  • EXPERIENCE: Create intuitive AI interfaces for all user types
  • GOVERNANCE: Develop robust AI ethics and governance framework
  • ECOSYSTEM: Build AI partner network to extend capabilities