ServiceNow: Customer Maturity, New Products & Value Realization

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When you think about value realization and look forward to the next five or more years, which areas excite you the most? Which areas do you think will contribute the most to your revenues or ServiceNow's ACV?

What i'm probably most excited about is what ServiceNow is doing today, is around the industry workflows. It is early stage, but some of the conversations we are having with customers, such as financial services, manufacturing, automotive, healthcare and telecom, those industry workflows is where there is a lot more money than what we have typically seen on the IT side. You are solving for bigger problems that have bigger dollars associated with them and while it's early stage for ServiceNow, we are excited about leaning in very heavily on these industry workflows.

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That's very helpful. I want to return to the CSM side, as you mentioned its importance, and I'm curious to hear more thoughts on that. But before we do, let's balance it out. There's no doubt that ServiceNow will continue to grow over the next five years, likely at a double-digit rate. The question is, where on that spectrum it will be. What are the key risks, maybe one or two, that might cause ServiceNow's growth profile to deviate from the higher range of its potential to a still healthy but lower than expected range?

I would say the number one risk is people. There simply aren't enough trained, certified, and skilled individuals to do the things ServiceNow is doing. They're investing in programs like ScaleUp and RiseUp, but they'll need many more people over the next five years. They currently have around 750,000 trained individuals, but being trained and being a pro are different. If that number needs to increase to 1.5 or two million people, that's a lot of people to bring into the fold.

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You'll just poach them from Salesforce practices?

Yes, we do that at DXC, where we have ServiceNow, Oracle, SAP, and AWS practices. We take people from these businesses, but it's still a finite resource. Each partner is poaching from other partners, but that doesn't add any net new people into the system. If anything slows down ServiceNow's growth, I don't think it will be their innovation, but rather the ability to elevate the skill set and capabilities of people to stay aligned with the new and innovative solutions they're developing.

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