August 04, 2022

How is ServiceNow Getting Hybrid Work Right? 8/4

The Getting Hybrid Work Right call series has become a well-attended and wide-ranging discussion for HR leaders on all aspects of hybrid work. On this week's call, i4cp' sCEO Kevin Oakes and Senior Research Analyst Tom Stone facilitated a conversation with special guest Karen Pavlin, Chief Equity and Inclusion Officer at ServiceNow, an American software company that develops a cloud computing platform to help companies manage digital workflows for enterprise operations. Here are some highlights from the call:

  • During the call, we asked the following participant poll: "Is your organization taking advantage of this once-in-a-lifetime opportunity to redefine work?"
    • 8% Yes, we are revamping nearly everything.
    • 53% Largely. We’ve made some major changes, and I anticipate we’ll make more.
    • 38% Somewhat. We’ve introduced a few changes, but most of how we worked before the pandemic has or will soon be coming back.
    • 2% We just want to get back to the old normal.
  • There are many expanded / hidden talent pools that have opened up due to the increase in remote / hybrid / flexible work, including individuals with disabilities, working mothers, and more.
  • ServiceNow has grown significantly in recent years, so there has been a lot of onboarding. The dual priority for onboarding new employees at ServiceNow is both speed and belonging.
  • For hybrid and flexible work, it is critical for leaders to both set clear expectations, but also model and live those expectations themselves.
  • Part of flexible work is not schedule or location related but specific practices, e.g., not requiring people to always be on camera, in every meeting.
  • During the call, we asked the following participant poll: "To what extent would you characterize your organization’s current culture?"
    • 26% We have a very healthy culture
    • 63% Our culture is somewhat healthy
    • 11% Our culture is somewhat toxic
    • 0% Our culture is very toxic
  • ServiceNow has several key DEI programs. One has focused on pay equity, another is focused on hiring with intent, and another is leveraging virtual reality for DEI-related learning.
  • ServiceNow also has strong participation (up to now 41%) in the organization's EBGs -- Employee Belonging Groups -- a twist on the more common name Employee Business Groups.

Links to resources shared on the call: