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IMPLEMENTING
SMART WORKF
The way we work has changed – possibly forever
important that CIOs reassess their businesses roa
digital at the heart. Mark Ackerman, Senior Direct
East and Africa, ServiceNow, tells Intelligent CIO’s
why it’s crucial that businesses implement smart
order to ensure they are future-proof.
WWhat workflow challenges has the
shift to remote working created?
Legacy technology and the ways of work
have never been so challenged as they
are right now. We’ve heard this pandemic
being referred to as the world’s greatest
‘proof of concept’.
Collaboration can present some of the
biggest challenges – e-mail, Slack, Teams,
Zoom and WebEx are thrust into the mix
and, while these are helping, it also means
that data is being distributed further. I know
I’m often caught looking for an interaction
with a customer or a colleague and having to
look into multiple sources.
Making work flow between the various
systems of record should be the biggest
priority – while also the biggest challenge –
and this starts by ensuring there is a single
system of interaction.
This ‘Platform of Platforms’ can consolidate
all the collaboration and disparate processes
and create simplified digital workflows.
Legacy technology is not going to help and
therefore a rapid adop
solutions is really the o
Great experiences for
customers should be t
have this objective in
focusing on IT workflo
customer workflows.
How are organisat
adapting to this n
Remote work now has
heart of every interact
For some, this whole s
massive. We may find
managers have becom
structure of physical o
the leap is going to be
We know that some p
have to be in the room
order to get things do
the ‘soft skills’ needed
effectively over video
But as companies are
that projects and ope
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