ServiceNow Federal Friday E06: David Hegarty, Director, Success Architecture – Federal at ServiceNow

Today's guest is David Hegarty, Director, Success Architecture – Federal at ServiceNow. Based in North Carolina, David is a Business Strategy professional with a proven track record and broad experience in Finance, Accounting, Credit, Risk Management, Business Development, Customer Success and Sales. He is a member of the Customer Outcome Team at ServiceNow driven to accelerate adoption and drive customer business outcomes.

David is responsible for developing and maintaining C-Level executive relationships to help the client's product adoption and expansion of the ServiceNow platform. He leads a strong team to ensure proper practices, methodologies and tools to best serve their customers and their success. David is also responsible to lead a team of success architects, platform architects, and customer success managers to drive value for their customers across the Federal landscape.

In this episode, David will talk about:

Focusing on customer value & promoting system efficiency,

Expanding ServiceNow across the enterprise for centralized efficiency,

Common trends such as analysis paralysis, silos, benchmarking and metrics focus,

Support pillars such as the success architect, platform health, upgrades & training,

Successfully saving $18 million in software licenses through collaboration,

Generative AI as an augmentation for developers,

How AI streamlines processes, prepares implementation and offers training,

Encouraging communication and collaboration among users and peers