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  • Ahead in the Cloud: Fast and Flexible Innovation with ServiceNow's Rohit Batra

    July 11, 2022
  • Rohit Batra, VP and Head of Product, Mgmt Telecom, Media & Technology Industry at ServiceNow discusses innovation and cloud functionality. The discussion also covers unique challenges of implementing technology in telecom, media and technology space.

    Hosted by Chad Watt, researcher and writer with the Infosys Knowledge Institute.

    “We are not trying to become a big data company. That's not our approach. We want to be able to execute workflows, core business processes, and digital transformation for our enterprise.”

    “Our roots were in the cloud. I think it wasn't cool to be on the cloud back then. Nobody knew what the cloud was. But we were founded on the cloud itself.

    “Media companies in the past used to care about providing digital content to a distributor and not really have any relationship with the actual consumer who's consuming that content. But now all the order top services have a direct relationship with the consumer.”

    - Rohit Batra


  • ServiceNow was founded on the cloud itself.
  • 90% of ServiceNow clients are using ServiceNow via the cloud. There's only a handful of customers in very few industries (telecom being one) which probably comprise 5% to 6% that are still on-premise.
  • Challenge in getting companies that are more comfortable being in control and on-premise to move to ServiceNow in the cloud is geography dependent. So based on which part of the world that you are in, it's a lot easier for people to embrace cloud. And it also depends on what functionality you're using it for. And some data just can't be moved to the cloud. For example, in a case of telecom, if you want to be closer to the network, because latency is an issue, you can't afford to move that to the cloud because it wouldn't work in the business model that telcos live in.
  • ServiceNow is comprised of four different portfolios. The first one is around IT. It's more driven for IT organizations within an enterprise to be able to support their employees, their partners. The second one is around employee workflows. The third one is essentially around customer and industry workflows. The fourth workflow organization is everything to do with creator workflows capability. And within those workflows, there are different products that ServiceNow delivers for each use case.
  • ServiceNow’s approach is that if you have data coming in from a variety of different systems, we get the signals into us. But what our real focus is, once you get the data into ServiceNow, this is where you define what to do with it.
  • As a company, we deliver two major releases a year, one in the spring, one in the fall. And then depending upon how the demand of the use cases in the product, we can launch new releases and new functionality every quarter as well. So the pace in which our products can get innovated, the pace in which our customers can adopt those functionalities and use it for their business requirements, I think that's what differentiates ServiceNow.
  • When you look at ServiceNow, there's a platform underneath which there are the core components that are shared across all these different workflows. And those shared components include your workflow engine, AI engine, knowledge management, and every kind of application that you want to build on top. So when we build applications, whether we are building it for customer, industry or employee workflows, all of these products and applications are leveraging what's in the platform.

Show Notes

  • 00:06

    Chad introduces himself and Rohit

  • 00:24

    Rohit describes ServiceNow

  • 01:41

    Chad and Rohit talk about ServiceNow and ServiceNow's roots. Rohit tells Chad about the journey from the platform going to the cloud.

  • 02:27

    How much of a challenge is it to get companies that are more comfortable being in control and on-premise to move to ServiceNow in the cloud?

  • 04:02

    Let's dig in a little bit on the kind of cloud functionality. What is it that ServiceNow can deliver in the cloud that would previously not have been possible in terms of these workflows or these kind of problems that the platform solves?

  • 09:13

    Rohit talks about unique challenges in implementing technology in telecom and media and technology space.

  • 10:56

    There's so much information that you within your own platform are generating. There's so much more information from connected systems that is collective. How do you find what data matters most?

  • 12:12

    Where are you putting data and AI systems to work in those workflows?

  • 15:00

    Can you talk to me about how you as a person who specializes in these industries sees those things converging and the role that cloud plays in that connection?

  • 17:21

    Going from telecom to other industries,how quickly was it hit within telecom and how quickly were you able to scale it to other industry groups?

About Rohit Batra

VP and Head of Product, Mgmt Telecom, Media & Technology Industry at ServiceNow

Rohit Batra

Rohit leads the product strategy and road map for TMT pertaining to domains such as network and service experience, order management and customer experience for ServiceNow customers. Prior to ServiceNow, Rohit ran the solutions and product strategy teams at various organisations including Salesforce, Amdocs, Oracle and Comverse. He has over 20 years of experience in capital TMT industry across Customer Experience BSS/OSS domain running delivery, solutions, and product management functions. Rohit also ran several industry standard initiatives including leading the Customer Experience Lifecycle and Omni-channel best practises for TM Forum.