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ServiceNow CEO: 'We Have No Real Competitors'

Tse: Can you talk about the outlook on your product suite and what kind of innovative value-added products you have developing in the pipeline?

Slootman: There's a whole bunch of things that we're sort of developing and have two different levels, sort of a stack. The bottom level revolves around our cloud infrastructure. It's really the automation on how we deliver software through our customers. And the thing about cloud is customers are no longer running the software. We do, and we literally run their systems. All we're doing is we're providing access ... and that's a highly sophisticated, highly automated structure -- to be able to do that. It has to have an extremely high, resilient, cloud infrastructure and that's really meaning that if any hiccup happens we can very, very quickly change people over to other environments. If you've got the hurricane coming up in the East Coast, we have the ability to push people out of the way, all those kinds of things. That's one level of development. The second level of development is one level higher. It's in the core platform. The core platform is really the underlying software ... that allows our customers to build software applications that have to do with scale, that have to do with user experience; it has to do with mobile support, everything that helps customers build very, very attractive, very, very compelling applications in an extremely high-scaled environment. It's like tens of thousands of people are on the systems at the same time. So it's sort of a stack if you will; you start at the bottom and you work your way up. It's a big house. At the top is our applications portfolio. And these are really standard apps that's sort of like a car. You stick the key in and then drive. It's a pre-built. And they really represent best practices and specific processes, and of course the best known applications that we provide are incident management, software asset management, change management, configuration management, project portfolio, request management, I mean all these kinds of things sort of make up what we call the ERP for IT. It's really a combined set of capabilities that lets IT manage their entire work environment. One of the things that's so interesting about our business is IT organizations are repurposing the IT service model to other areas in the enterprise, most notably you see our service model show up in human resources because it's completely analogous to what's going on in IT. Now HR has never had a service model. It's pretty much email. You know you had an issue with HR, you show them an email. With IT, people don't do that. There's a structured service experience associated with that. We see it at facilities. We see it in legal, we see it in procurement, we see it in member management. So the service models are being implemented in many areas of enterprise for the very, very first time. They sort of lived in the realm of email, tax, invoices and so on, and for the first time these processes are now standardized and run through real ... systems and what's great about that is just A): restructure the process that's repeatable, let them have the ability to aggregate the data so we can do dash-boarding and analytics, seeing what people are working on, seeing how well they're doing it and that sort of thing. So we're really managing service relationships as opposed to just actually getting them. So those are some of things that drive our business and make ServiceNow an interesting company.
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