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© 2014 ServiceNow All Rights Reserved 1
Empowering the Service-Oriented Enterprise
FRED LUDDY
Creators in the New Age of Service
Founder and Chief Product OfficerServiceNow
© 2014 ServiceNow All Rights Reserved 2
© 2014 ServiceNow All Rights Reserved 3
© 2014 ServiceNow All Rights Reserved 4
Innovate or Die – Where are they now?
© 2014 ServiceNow All Rights Reserved 5
Dow Jones 30 – 1960Dow Jones 30 – 1960 to Today
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Fortune 1000 Turnover in Last 40 Years
1973 - 1983 1983 - 1993 1993 - 2003 2003 - 2013
35%Companies new to Fortune 1000
45%Companies new to Fortune 1000
60%Companies new to Fortune 1000
70%Companies new to Fortune 1000
© 2014 ServiceNow All Rights Reserved 7
Innovate or Die – Centuries of Innovation
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Successful Innovation
Find a problem
Solve it
Tell the world about it
Almost sounds easy;)
What is desirable to users?
What is possible with technology?
What is viable in the
marketplace?
Innovation
1
2
3
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Desirability, Feasibility, Viability?
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Innovation’s Unfortunate Side-Effects
“Dial the phone”
“Roll up the car window”
“I’ll wait by the phone”
“I taped the football game”
“Hang up the phone”
“Don’t touch that dial!”
“You sound like a broken record”
Future generations will never know about this unique relationship
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Eureka Improvements – UI14
Custom Bookmarks Recent Selections Navigator Favorites System Menu
Tagging List FilteringReal-Time Activity
Stream Reporting
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Vision – July 2004
“”Fred Luddy
ServiceNow Founder & Chief Product Officer
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“Online” Paper-based Forms Are Everywhere
HR OpenEnrollment
TravelRequest
TuitionReimbursement
PaidTime Off
Security Badge Request
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Who is in this Business? ADBE, IBM, MSFT
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Heresy!!!
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Creators of Tomorrow…
HR Recruiter
Secretary
Facilities Manager
Marketing Operations
Legal Counsel
Finance Manager Training Manager
Service Manager Support Manager
Contract Manager
Procurement Manager
Sales Operations
Supply Chain Manager
Program ManagerProject Manager
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Life Career Work
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Process – The Good and The Bad
Structure Chaos
Middle Ground
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“Process is our salvation; process is killing us.”
Fred LuddyServiceNow Founder & Chief Product Officer
© 2014 ServiceNow All Rights Reserved 20
© 2014 ServiceNow All Rights Reserved 21
© 2014 ServiceNow All Rights Reserved 22
© 2014 ServiceNow All Rights Reserved 23
© 2014 ServiceNow All Rights Reserved 24