On May 29, 2018, Forbes magazine placed ServiceNow first on its annual list of the World’s Most Innovative Companies. It was the very first year ServiceNow had become eligible for the list. ServiceNow, a cloud-based software company based in Santa Clara, California, assisted corporate information technology (IT) departments to build internal applications. It also helped customers to automate non-revenue generating functions including human resources, legal, finance security, and facilities management. The case talks about the entrepreneurial journey of Fred Luddy in founding ServiceNow. It then sets out to describe how the company managed growth throughout the years under successive CEOs (Frank Slootman and John Donahoe). The case also explores the company’s innovative business model. The various innovative aspects of ServiceNow which paved the way for its eventual success are also explained in detail. The case ends with a discussion on whether ServiceNow will be able to continue its growth momentum without compromising on innovation under another new CEO, Bill McDermott.

Leadership and Entrepreneurship Case Studies | Case Study in Management, Operations, Strategies, Business Environment, Case Studies

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Issues

The case is structured to achieve the following teaching objectives:

	Understand the qualities of a successful entrepreneur.
	Understand the issues and challenges in managing growth and business continuity of an enterprise.
	Appreciate the role of innovation and professionalization in shaping the future of a company.
	Analyze how a company can use technology to solidify a competitive advantage.
	Evaluate how a customer-focused culture can help in the growth of a company.

Contents

Keywords

Entrepreneurship development, Startup, Managing growth and continuity, Professionalization, Business model, Competitive advantage, Innovation, Entrepreneurial culture, Entrepreneurship, Leadership, Cloud-based software company, Information technology, Digital transformation, Software-as-a-Service IT service management product, Customer service

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