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

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.”

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How important is security in the ServiceNow platform?

Instead of having 30 different platforms to solve the security breach issue, have one control tower that seamlessly integrates all of them. So you have real-time visibility across the entire enterprise, and you have one command center that enables you to see in real time on your mobile or on the screen from anywhere in the world what’s going on. Companies are ill prepared for this because they didn’t know at the time that islands of automation will actually give you more vulnerability than will give you security. ServiceNow gives that security. We put it all together on one control tower that will peak everyone’s protection on a exponential level and make much more secure enterprises in a much more secure world.

What kind of R&D is ServiceNow working on and what are some things that we might see new on the platform this year?

We do two different major releases each year, and we name them after cities in the world. This quarter, it’s San Diego, and we’re going big on RPA [robotic process automation]. We’re going big on process mining. We extended all the things that we’re doing on deep machine learning and AI and AIops, and new breakthroughs in all dimensions around the direct-to-consumer employee experience. And a focus on the creator, which some people call the citizen developer, but it’s the low-code platform.

Remember one thing about ServiceNow: It’s like a Tesla because as we constantly bring cloud-based innovation, customers can consume the innovation without any disruption. Our invisible upgrades do not require our customers to go through an upgrade cycle or shut down their operations. ... It’s an instant-on implementation upgrade, completely invisible. We’re the only one in the enterprise that can do it.

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