Future of Work
Summary
At ServiceNow, we make work work better for people. This past year has shown us the impact the world of work has on productivity, and it is our goal to accelerate its transformation to meet the needs of our employees and customers. In this session, we'll cover the who, what, where, and when of the future of work at ServiceNow as well as examples of how we as an organization are putting these methods into practice. We will also discuss trends and opportunities appearing in the new future of work and ways companies can adapt.
Key Insights
-
•
Hybrid work models require seamless integration of physical and digital workplace environments to foster global collaboration.
-
•
Real-time data on workspace usage enables smarter business decisions and better support for hybrid employee needs.
-
•
Flexible and staggered work schedules help reduce burnout and require companies to promote calendar hygiene and a culture of trust.
-
•
Measuring productivity by quality of work rather than hours spent is essential for flexible work environments.
-
•
Distributed teams benefit from tooling that simplifies access to resources like Zoom recordings and clear remote work policies.
-
•
Environmental impact considerations are influencing business travel policies and employee tooling for travel decisions.
-
•
Reskilling and upskilling are critical as automation shifts work from roles to skills, with dedicated learning time becoming a priority.
-
•
Automation in IT follows principles of automate, accelerate, and amaze, emphasizing customization and user empowerment.
-
•
Integrations, such as bringing ServiceNow tasks directly into Microsoft Teams meetings, reduce tool-switching and increase productivity.
-
•
Organizations face challenges balancing autonomy in tool choices with maintaining connected data and reducing blind spots.
Notable Quotes
"Companies are no longer dependent on where people are located to work."
"With how of work now separated from where we work, the design process stays the same—thinking holistically for all personas and touchpoints."
"Flexible and staggered schedules help people not get burned out."
"It doesn’t matter when work is done, so long as it’s done and its quality."
"Instead of measuring productivity by hours or busyness, focus on quality of work."
"Employees can take as much or as little time off as they want, so long as their job gets done."
"As manual tasks get automated, individuals can focus on higher-value tasks and training machine learning systems."
"Bringing tasks directly into meetings lets you work where collaboration is happening without jumping between tools."
"The future of work is about making the user the hero—humans and machines working together."
"Roles are evolving with automation, but the shift toward skills is what will define future jobs."
Or choose a question:
More Videos
"It takes at least one member of a team to choose to set healthy standards for collaboration."
Darian DavisLessons from a Toxic Work Relationship
January 8, 2024
"We can use mental model skylines with thinking styles to find support gaps we didn’t see before."
Indi YoungThinking styles: Mend hidden cracks in your market
January 8, 2025
"This is a great opportunity. This is a gift to yourself to dig in with other design ops peers and really learn together."
Louis Rosenfeld Bria AlexanderDay 1 Welcome
September 23, 2024
"Customer understanding gives teams focus. Customer empathy gives purpose."
Melissa Schmidt Adam MenterHow UX Research Hit It Big in Las Vegas
June 4, 2019
"Designers often resist processes meant to streamline their work because it feels restrictive."
Kristin Skinner Kamdyn Moore8 Types of Measures in Design Operations
April 16, 2020
"You can’t just look at who wants research and what they want it for; you have to peel apart organizational processes to see if action is possible."
Dave HoraAdvice for Establishing Research
December 8, 2022
"The product team and the product organization are not real estate agents and we don’t speak the same language."
Sean Fitzell Sarah Han Kayla FarrellCraft of User Research: Building Out Jobs to be Done Maps
March 12, 2021
"Just assume we haven’t read it and keep it quick."
Jason MesutShaping design, designers and teams
November 8, 2018
"Employees with exceptional onboarding are 2.6 times more likely to be extremely satisfied with their workplace."
Dante GuintuHow to Crush the Talent Crunch
September 8, 2022
Latest Books All books
Dig deeper with the Rosenbot
How can designers and developers share a collaborative workspace that includes both design and code artifacts?
How do moral injury and burnout relate to ethical failures in tech leadership and design?
What task scope limitations should be considered when working with AI for code generation or design assistance?