Transforming Work - Inside ServiceNow’s Operating Model: 2026 Next Practices Weekly

In this Next Practices Weekly session, Dan Deets, VP of Product & Employee Experience at ServiceNow, provided an inside look at how one of the world’s leading enterprise technology companies operationalizes innovation. At the heart of the discussion was ServiceNow’s integrated operating model, designed to tightly connect product strategy, enterprise execution, and employee experience to drive speed, clarity, and measurable impact.

Cohosted by i4cp’s Katheryn Brekken, PhD, and Tom Stone, the conversation explored how ServiceNow removes friction from work by treating employee experience as a product discipline. Dan detailed how aligning workflows, decision rights, and cross-functional accountability enables teams to move quickly without losing strategic focus.

Key Topics Discussed

• Treating Employee Experience as a Product Strategy
  Dan emphasized applying product thinking to internal employee journeys, designing, iterating, and measuring experience with the same rigor used for customer-facing solutions.
• Operating Model as a Strategic Enabler - not a Structural Diagram
  ServiceNow’s model is not static org design, it’s a dynamic system connecting workflows, accountability, and business outcomes. The structure exists to accelerate clarity and reduce duplication of effort.
• Workflow-Centric Execution
  A core differentiator is ServiceNow’s focus on workflows as the backbone of how work gets done. By digitizing and integrating workflows across functions, the company creates transparency and speed at scale.
• Alignment Through Clear Decision Rights
  The conversation highlighted the importance of defining ownership and governance upfront. Clear decision rights reduce friction, speed execution, and prevent cross-functional bottlenecks.
• Designing for Scalable Agility
  Agility at ServiceNow is intentionally built into systems, processes, and team design—allowing innovation to scale without creating chaos.

For HR and business leaders, the session offered a powerful blueprint for embedding agility directly into operating structures, not as a buzzword, but as a design principle. From clarifying ownership to integrating digital workflows that support both customers and employees, this discussion delivered practical insights for organizations seeking to scale innovation while strengthening culture. Watch the full recording to hear firsthand how ServiceNow bridges strategy and execution, and how you can apply these lessons to your own transformation agenda.

Resources Shared

• Register for the 2026 Conference
  Don’t miss i4cp's premier annual event - Next Practices Now Conference—where forward-thinking leaders gather to explore the future of work. Secure your seat

• 2026 Priorities & Predictions Report: Explore i4cp’s latest insights to guide your talent, leadership, and culture strategies in the year ahead - read the full report

To ensure open discussion, this event was exclusively for HR practitioners. Vendors and consultants were not permitted to attend.