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
"Always design a thing by considering it in this next largest temporal context — a day in a month, a decade in a century."
Sarah Auslander Betsy Ramaccia Gordon RossInsights Panel
November 18, 2022
"Designing for AI means designing for behavior because you will not always get the same result for the same question."
Lukas Moro“Feels Like Paper!”: Interfacing AI through Paper
June 11, 2025
"It’s really been helpful that research supports design not just in discovery but also in validating that what we build meets customer expectations."
Andreas Huebner Amy Takata Craig BrookesWhat Is It Like To Be Part of The UX Team at Compass?
March 11, 2021
"I was not able to come up for them to be involved so I had to learn how to structure it in a way that we could share how this was important for the team."
Benjamin RealMaturity Models: A Core Tool for Creating a DesignOps Strategy
October 1, 2021
"Connection is the energy between people when they feel seen, heard, and valued without judgment."
Alla WeinbergDesign Teams Need Psychological Safety: Here’s How to Create It
September 8, 2022
"The Workshop is an outlet for innovation, pushing designers out of their day-to-day to solve problems quickly."
Meredith BlackScaling Design Culture
November 6, 2017
"There’s no good or bad data, there’s how you use it and how you come together to create shared understanding."
Jill FruchterInconvenient Insights: The Researcher's Role is to Stay Curious
March 29, 2023
"Encourage adoption by sharing documentation in relevant channels, referring team members to it, and including it in onboarding."
Gabrielle VerderberDocumentation Your Team Will Actually Use
October 3, 2023
"Today’s speakers come from real world companies facing real consequences for their choices about AI."
Llewyn PaineDay 1 Using AI in UX with Impact
June 10, 2025
