Deliveroo, the global food delivery company, has embarked on a digital transformation journey to enhance its internal service delivery. Instead of relying on manual processes and institutional knowledge, Deliveroo has turned to automation and platform-based solutions, leveraging the ServiceNow platform for its corporate systems.

The company operates in ten markets and has about 3,500 internal employees, and the ServiceNow platform is providing IT service management (ITSM) and security incident management for this workforce. The shift to digital processes and automation was driven by the need for more structured and efficient internal services to support Deliveroo’s rapid growth.

Gillian Davies, Product Manager ServiceNow at Deliveroo, explained the rationale behind this transformation during ServiceNow’s World Forum event in London. She emphasized the importance of improving internal IT services and the need to automate service management and processes. Deliveroo’s commitment to using the ServiceNow platform involved incorporating ITSM and security operations for streamlined collaboration between the two teams.

Davies highlighted the significance of digitizing processes, reducing reliance on institutional knowledge, and ensuring seamless service management end-to-end. She also pointed out that ServiceNow’s analytics and insight capabilities have been instrumental in identifying opportunities for automation and understanding user behavior to enhance services further.

One of Deliveroo’s primary goals has been to shift employees away from using informal communication methods, such as Slack and email, to get tasks done. Instead, they aim to promote self-service and platform-driven interactions. The internal IT department at Deliveroo has embraced this change, leveraging automation to simplify processes and drive adoption. For instance, the automation of Google meetings, Slack channels, and documentation creation in the major incident process has significantly improved efficiency.

However, broader employee adoption has been slower, necessitating ongoing efforts to encourage the use of the Employee Center and making it a central hub for various services. Davies acknowledges the challenges of driving adoption and believes that providing more content and expanding services on the platform will encourage employees to rely on ServiceNow for their needs.

In addition to the adoption challenge, Davies emphasizes the importance of governance in managing the ServiceNow platform effectively. She advises organizations to establish governance structures from the beginning to manage the demands and ideas that emerge after implementing the platform. Clear decision-making processes are essential to prioritize enhancements and ensure that the platform remains aligned with organizational objectives and evolving needs.

As Deliveroo continues to embrace automation and enhance its internal service delivery through the ServiceNow platform, it underscores the importance of leveraging technology for greater operational efficiency and delivering superior experiences to employees.