With most of the focus of this year’s ServiceNow Knowledge16 event concentrated on its IT service management utilities, some of the company’s other services are comparatively under the radar, though ServiceNow is working to correct that.

Michael Hubbard, global VP of ServiceNow Inspire, joined Dave Vellante (@dvellante) and Jeff Frick (@JeffFrick), cohosts of theCUBE, from the SiliconANGLE Media team, to talk about what ServiceNow Inspire does, which companies it’s looking to connect with and where it is finding success.

Locating leaders

Hubbard succinctly laid out the goal of ServiceNow Inspire to introduce it to theCUBE’s team: “It is about finding the roughly 1% of customers that are trying to do something really inspiring and helping them be as successful as possible,” he said.

As he continued in describing the service, he highlighted two main points of its process. “The first thing is about finding leaders that truly have the passion and the commitment and the authority to drive a change, because no change is easy,” Hubbard said. “Secondly, we want to make sure that if that change happened, that it would be considered meaningful if we were a part of it. That’s all we need.”

Finding value

This process is one that is linked to definite goals, Hubbard explained. “We start with an outcome, and we tend to start with an experience,” he said. “An outcome might be faster time to acquire knowledge, reducing rate of churn in the employee base by improving net promoter score of employee satisfaction … ”

“Once we know what that outcome is,” Hubbard said, “then we try to think about the moments where it’s most tangible that the outcome of this transformation is going to deliver a better version of that moment.”

Working assets

The eligible base for receiving ServiceNow Inspire’s consulting services could be split into two demographics, Hubbard noted. “I’d say we spend half our time with customers that are prospects, that are considering going on a journey with us, a journey to everything as a service. … The other half are customers that have started on the journey. They’re CIO, they’re CFO, they already have this asset in their software estate, and we’re helping them sweat that asset more.”

Hubbard continued: “In both cases, it comes back to finding the person that I shake hands with and look in the eye, and we have that social contract that frankly means more than a commercial contract, that if I help you and I make you successful and I show you that I truly understand what you’re trying to achieve, why wouldn’t you want me to help you with it?

“Once we get to the point that we have that social contract … the next step is really bringing the rest of the team that that leader depends on … bring that team together … make sure that they understand it, have a rough draft of a plan [and] socialize that plan.”

Summing up the service, Hubbard put it as such: “We’re delivering experiences that allow that visionary CIO to show his or her stakeholders why all this change is worth it.”

Watch the full interview below, and be sure to check out more of SiliconANGLE and theCUBE’s coverage of ServiceNow Knowledge16.

Photo by SiliconANGLE