TRENDING
“Machines
can take on
the burden
of busy work
and free up
employees
to do the
creative,
innovative
work they
crave.”
•
“Employees feel they’re working a sixth
day every week,” said Wright. “Machines
can take on the burden of busy work and
free up employees to do the creative,
innovative work they crave.”
Recommendations:
Executives believe automation can
create jobs despite employees’
fears of job losses To avoid hitting the breaking
point, ServiceNow has these
recommendations for executives.
• 1) Identify business processes that
need improving in HR, customer
service, IT or other departments.
•
•
More automation delivers financial
growth and promises greater
productivity
Highly automated companies
are 6x more likely to experience
revenue growth of more than
15% versus companies with low
automation.
• For example, those companies with
more than 20% revenue growth
are 61% automated on average,
whereas those with flat or negative
growth are only 35% automated.
“The financial payoff for automation
is one companies can’t ignore,”
said Wright.
Specifically, only 37% of HR
delivery of employee services are
automated and 33% of resolving
customer issues are, compared to
IT services at 53% automated,
leaving room for improvement
across the board.
79% of execs believe automation
could lead to job creation.
87% of execs say employees
are worried that automation will
eliminate jobs.
The top three obstacles to
automation adoption include:
committing the resources
(budget and personnel) required,
employees’ resistance to change
and concerns about
eliminating jobs.
2) Map out the critical business
services and automate the workloads
with intelligent automation.
3) Work with teams to address
concerns and provide reassurance for
your roadmap.
4) Employ best practices around
change management.
•
“Automation will bring new economic
opportunities,” said Wright.
“Companies need to develop and
evolve their teams’ skills to help them
thrive in an automated world.”
Adding machines frees up
employees to do the work they
want to do – spurring creativity
•
•
Less than half of business
processes are automated; HR and
Customer Service are the worst
•
•
•
18
Overall only 42% of business
processes are automated and
business leaders suffer, spending
two full days or 16 hours a week
on manual administrative tasks.
IT support is the best at business
process efficiency, while Human
Resources (HR) is the worst. HR
was named the department
‘most in need of a reboot’.
INTELLIGENTCIO
5) Develop and evolve the team’s
skills to help them thrive in an
automated world. ¡
•
•
Nearly half (48%) say that work
levels have increased by 20% or
more in the last year.
91% of executives say their
skilled employees spend too
much time on admin tasks.
93% believe that reducing
mundane tasks unleashes
employee creativity.
82% find it difficult to hire
people with skills needed to grow
their business.
94% say automation will increase
demand for soft skills such as
collaboration, creative problem
solving and communication.
Dave Wright, Chief Strategy Officer,
ServiceNow
www.intelligentcio.com