With repetitive tasks automated, teams that resolve customer enquiries, incidents or service requests are left with more complex and intellectually challenging tasks. For these knowledge workers, ServiceNow is a great tool that funnels their work, creating clear queues for teams and specialists. From a process perspective, that’s already a big improvement. However, amidst the current labor shortage, rising labor costs and higher risks of burn-out, people are quickly becoming the most valuable asset of the organization. So, how can we make sure our knowledge workers stay motivated and keep experiencing flow at work?
For our Make Work Flow podcast, I interviewed Chris Wuytens, Director Consulting at Acerta. In that podcast episode, Chris talks about Acerta’s ABC model: a motivational framework. The framework highlights three components: Autonomy, Belonging and Competence. When those three elements are there, people get motivated and thrive:
Creating flow for people and motivation are two key building blocks to get in a state of flow. When we implement ServiceNow, we always advise to go for the Professional ServiceNow modules as these contain two very important tools that enable ABC:
Insights at board level
Everyone benefits from the reporting capabilities of the Now Platform, even C-level management. They can easily roll up data to a certain level, which makes progress and results visible in the boardroom. That extra motivational push from a C-level leader will most certainly strengthen the sense of belonging even more.
I hope I’ve shown you the value of the ABC model and how ServiceNow can easily help you enforce it to achieve flow for employees and management. It’s one of the many methods we use to make work flow for our customers.
Chief Strategy Officer (CSO) / Director BeLux
+32 15 27 27 34
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