Digital Transformation: What You Need to Know to Get Started

0:07 i'm sabrina palin with tech target and

0:09 i'll be talking with yoav boaz of

0:11 servicenow about the basics of digital

0:13 transformation and how it happens to

0:16 learn more about digital transformation

0:17 in the enterprise click the link above

0:19 or in the description below

0:24 digital transformation has become a

0:26 catch-all term for an assortment of

0:27 things companies are doing to improve

0:29 how they do business

0:30 these efforts range from the

0:31 digitization of paper files to

0:33 sophisticated automations of business

0:35 processes

0:37 you have how do you define digital

0:39 transformation and who's responsible for

0:41 it who's in

0:42 charge absolutely thank you sabrina

0:45 uh i would i would say here we have two

0:48 few misconceptions in the space one i

0:50 would like to separate the notion of

0:52 digital transformation from technology

0:54 transformation because we see many

0:56 customers

0:58 kind of being confused between the two

1:01 technology transformation we'll talk

1:02 more about the role of technology in

1:04 digital transformation is an enabler to

1:06 digital transformation

1:08 and when you talk about digital

1:10 transformation there are two types that

1:12 we see with our customers

1:14 one we call it evolutionary approach

1:17 customers taking their existing business

1:19 model

1:20 and existing business processes and

1:22 simply modernize them with the help of

1:24 technology and we'll see a few examples

1:27 around that the other is a revolutionary

1:29 approach how do you disrupt your

1:32 existing business model and look at your

1:34 business completely different

1:37 and i'll give you an example and i'm

1:38 sure sabrina in at least in my family in

1:41 the last year and a half went to a

1:43 doctor or tried to go to a doctor with

1:45 the kids

1:46 so evolution approach saying i can

1:49 schedule appointment with my doctor i

1:51 can cancel the appointment everything to

1:53 the web and that's kind of very

1:55 evolutionary approach and this is what

1:57 we did with the kids and so on but then

1:59 when the pandemic hit and it was kind of

2:01 the top

2:02 we went to evolutionary approach the

2:05 revolution was around telehealth

2:08 literally we had the doctor appointments

2:10 over zoom

2:11 and the doctor asked us to take pictures

2:13 and videos of different bruises or

2:16 scratches the kids had so they can can

2:19 see

2:20 what's going on and prescribe kind of

2:22 medicine for the kids so that's kind of

2:24 i would call it one step in the

2:26 revolution the second step is we know

2:29 uh healthcare company can be much more

2:32 proactive than they are today

2:34 think about remotely for example uh

2:38 measuring the glucose level in your

2:40 blood to let you know whether

2:43 you're you need to take a treatment

2:45 so today there are technologies today

2:47 that literally are much more proactive

2:49 and the healthcare providers can reach

2:51 out to you and tell you hey there is a

2:53 problem or you're going to have a

2:55 problem so these are the two differences

2:57 between an evolutionary approach and a

2:59 revolutionary approach

3:03 and you have you mentioned changing

3:05 businesses having to change their

3:06 business models

3:08 where does digital transformation begin

3:10 what advice would you give companies

3:12 just starting their digital

3:13 transformation

3:15 absolutely so within servicenow we

3:18 identified a seven-step process to get

3:22 you to your digital through your digital

3:24 transformation journey

3:26 first and foremost and this is what we

3:28 see a lot of the failures is identifying

3:30 the desired business outcomes you know

3:32 as

3:33 was written in alice in wonderland if

3:35 you don't know where you're going

3:37 any road will take you there

3:39 but what do you really want to achieve

3:41 right why are you trying to do digital

3:44 transformation and we see many customers

3:47 have different reasons to do that

3:49 the second

3:50 map and measure your kpis to the service

3:53 and processes so if you have a target

3:56 you want to get to you need to measure

3:58 all the time to see whether you're

3:59 heading in the right direction

4:02 the third

4:03 phase is to

4:05 measure kind the maturity that you

4:08 already have within the different

4:10 different processes because not all

4:12 businesses and views within your company

4:15 have the same maturity level and you can

4:17 quickly identify and assess and that's

4:20 kind of fourth phase where do you need

4:22 to invest first or why do you need to

4:24 invest the most

4:26 the fifth

4:27 phase is run recommendations how do you

4:31 make progress toward your strategic

4:33 priorities and why do you need to do

4:35 that

4:36 second is around tracking so how do you

4:39 do you have a system that can help you

4:41 track your progress

4:43 and this in the last phase is run

4:45 execute measure and reassess so all the

4:47 time

4:48 you're doing that reassessment and

4:50 whether you're tracking to the desired

4:52 goals that you set at the beginning

4:54 that's kind of the right way we've seen

4:56 it and we'll talk about failures in in

4:58 the

4:59 in

5:00 next

5:01 but

5:03 that's kind of prescription to follow

5:05 but what are some typical challenges and

5:07 roblox as companies try and

5:10 start their digital transformation

5:12 process how can they avoid those

5:14 pitfalls or even navigate them

5:17 sure the number one mistake we see

5:20 customers do is not clearly and crisply

5:22 identifying where they want to go what

5:24 do one achieve and how do they measure

5:26 it because companies talk about i want

5:29 to bring products faster to the market i

5:32 want to improve my customer satisfaction

5:34 my mps

5:36 score

5:36 so there are different ways or different

5:38 why's in a sense on why you're doing it

5:41 so if you not crisply define it and make

5:45 everyone aware that this is where you

5:46 want to go

5:48 you're doomed to a journey that will not

5:50 be successful i would say that's kind of

5:53 first reason the second is around lack

5:56 of executive support

5:58 because by definition digital

5:59 transformation will cross over different

6:02 business silos

6:04 and the only way to do that in a in a

6:07 way to get to your goals is to have

6:10 executive sponsorship and we'll talk

6:12 about

6:13 who who is the right person to drive it

6:15 but that's definitely an area we see

6:17 where companies fail and the third is

6:19 the mindset is the perception

6:21 specifically with people

6:23 if you're not training enough the people

6:25 and making sure they are with you or all

6:29 the improvement with you on that journey

6:31 people might get the wrong perception

6:33 like you know they want to

6:35 automate me out of my job or all my job

6:37 is getting redundant and so on and

6:40 that's not the case from what we've seen

6:42 all of those digital transformation

6:44 improve the company's efficiency and how

6:47 they operate and that in a sense help

6:50 the company grow and hire more employees

6:59 [Music]

7:07 you