DIGITAL TRANSFORMATION
“ We need to understand the pain points these people have, the challenges around saving those milliseconds.”
The team began with joiners, movers and leavers processes to digitise employee onboarding and equipment provisioning, transforming a three-month timeline into three days.“ Two or three years ago, that was done on a piece of paper, which is wild today in an organisation in the 2020s,” Sioned says.“ We automated that process so that when we get a new joiner, we have the right equipment with the right department within three days.”
Paul says this foundational work is necessary before scaling into other business areas.
“ It’ s about getting this right, simplifying the way they work, taking time to understand what platforms are delivering value,” he says.“ This foundation is important for all our customers. It’ s where organisations really need to start.”
The implementation ran more smoothly than previous technology projects the team had experienced. ServiceNow invested time understanding the organisational culture rather than simply deploying software.“ I’ ve had my fair share of digital transformation projects, and they’ re hard work,” Sioned says.“ This is probably the cleanest one I’ ve ever been involved in, and that’ s because they were part of us and understood our organisation.”
78 January 2026