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ServiceNow CEO Bill McDermott: ‘We’re In A Market Of One’

Joseph F. Kovar

McDermott says his company is the workflow automation market leader, one that is on its way to becoming a $15 billion SaaS powerhouse by building a “platform of platforms.”

How important are channel partners to that vision and to the growth of ServiceNow?

Absolutely essential. We have 10 of the world’s largest ones now. Almost all 10 of them already have at least a billion-dollar ServiceNow aspiration. And some of them have up to a $5 billion aspiration with ServiceNow. We try to form partnerships that really help CEOs out there solve big problems. The CEO community is focused on digital transformation as a long-term solution. They need to solve structural challenges, whether it’s political conflict, supply chain disruption, inflation, all the things around siloed applications and siloed environments. All of this is an elixir for the partner network to help us in industries and geographies and personas. So great partners like Deloitte are teaming up with us to improve business processes from IT to the employee and customer experience. And they’re really driving tremendous ROI. On average, 5X ROI improvement for the customers we jointly serve. Look at Accenture. They work with us to deliver world-class experiences to, for example, veterans [by focusing] our AI capabilities to automate what used to be difficult manual processes to give veterans a great experience. And veterans now take very complex paths from loan originations to how they get their services and medical care all on the ServiceNow platform with customer satisfaction rates near 100 percent. And so all of these partners are mission- critical.

So all of this is really coming together in a beautiful mosaic. I met with a fantastic CEO of one of the largest telco companies in the world where we’re teaming up on 5G and digital trust. It’s one of the big issues that touches security, network services, the services you get on your mobile. And we built out a whole cybersecurity plan with this company to take solutions and be very nimble against attackers and other things because all these siloed tools in the enterprise are presenting tremendous entry point opportunities for attackers. So we put a 360-degree view of customer security in front of us and built a posture for that in real time.

 
Joseph F. Kovar

Joseph F. Kovar is a senior editor and reporter for the storage and the non-tech-focused channel beats for CRN. He keeps readers abreast of the latest issues related to such areas as data life-cycle, business continuity and disaster recovery, and data centers, along with related services and software, while highlighting some of the key trends that impact the IT channel overall. He can be reached at jkovar@thechannelcompany.com.

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