Forbes Asia - June 2018

tion, leaves of absence and of-boarding. In a single

app employees can ind information like where

your desk is, who your co-workers are and maps

of the oice; send questions to their staf coordina-

tor; and address payroll questions and IT issues. In

Donahoe’s view, getting a new desk phone installed

should be just as easy as hailing an Uber or chatting

on Snapchat.

“his is not technology in service of technology,”

Donahoe says. “We want to enhance the quality of

the lives of people at work, whether you’re an IT

help-desk professional or an end user.” hat’s not

just providing a pretty interface. “hey call it em-

ployee experience, but to me it’s productivity,” says

Josh Bersin, who runs an eponymous consultan-

cy within Deloitte. “I don’t want an enjoyable ex-

perience to renew my 401(k). I just want to do it in

one click.”

In pivoting, Luddy and Donahoe are competing

with a more agile group, which includes Salesforce,

Microsot, IBM and Workday. ServiceNow’s sole

advantage: the ability to upsell, leveraging its IT-

service dominance to layer on related products. Do-

nahoe boosted sales and marketing costs more than

30% last year.

he spending has

generated results. Ser-

vice Now projects about

$2.4 billion in 2018

subscription revenue,

and while the majori-

ty of that will still come

from growth in the IT

side, the “emerging”

categories are expected

to make up at least a

third of new annual

contract value this year,

up from less than 20%

at the beginning of last

year. he opportunity

presented by these

ofshoot verticals,

estimated at $34 billion

by Credit Suisse analyst

Brad Zelnick, is even larger than the overall cloud-

based IT market, which is about $27 billion.

he next step across all these areas: Use algo-

rithms to take all these requests, data points and

checklists and predict needs, lag concerns and

measure eiciency. Rather than just streamline ser-

vice, the company wants to improve automation

and analytics through AI. Many innovations come

from third-party app builders. (Clients have built

about 35,000 custom apps, for example, to track se-

curity incidents like shopliting and broken win-

dows in a retail store, or to track the status of en-

dangered animals in a park.) And much of the

growth is expected to come from AI. Last January,

ServiceNow spent $15 million to acquire DXCon-

tinuum, which is used throughout ServiceNow’s

cloud platform to help customers build predictive

models that make it easier to categorize incoming

requests. In May, Ser vice Now bought the AI startup

Parlo for its technology in natural-language under-

standing, which the company plans to inject into

its core platform to help customers build intelligent

business apps, complete with easy-to-create service

catalogues, notiications and assignment tools.

None of this means Luddy has let his company

lose it roots. His no-frills practicality still manifests

itself at Ser vice Now’s Santa Clara headquarters,

which are tidy and sunny but whose manicured

trees and outdoor fountains are modest com-

pared to the exaggerated play areas and lashy de-

sign of the campuses of Facebook and Apple. When

asked to pick a lunch spot recently in his San Diego

hometown, the billionaire chose Rudy’s Taco Shop,

which reminds its customers that shirts and shoes

must be worn inside. Luddy, who now inds more

time for tennis and his 10-year-old son, was wear-

ing jeans and sneakers. “he last six years have been

like this beautiful dream,” he says later at his beach

house, basking in the aternoon sun. “I give a lot of

hugs, but I don’t let anyone pinch me.”

Xiamen Xiangyu 1557

A cog in China’s bulk-commodity

supply chain, it handled 80 million tons

of goods in 2017. Its interests range

from agriculture and forestry products

to metals and minerals to energy and

chemicals, and it aims to build its grain

logistics system into the country’s

biggest by 2020. The state-controlled

firm, listed in Shanghai in 2011, rises

228 slots this year after a 71% revenue

jump to $32 billion last year. Betting on

the revival of China’s shipping industry,

a year ago it acquired distressed as-

sets to start a shipbuilding subsidiary.

The company’s 23-year-old parent,

conglomerate Xiangyu Group, also

has arms in real estate, finance and

investment, and is a key developer

and operator of the free trade zone in

its headquarters city Xiamen, the main-

land’s major trading hub with Taiwan

across the strait.

JUNE 2018 FORBES ASIA | 59

GLOBAL 2OOO

SUP TDOWN

OUNCHANGED ONEW

ASIAN COMPANIES ARE IN RED TYPE

VERIZON COMMUNICATIONS US 18O

VERTEX PHARMACEUTICALS US 1573S

VESTAS WIND SYSTEMS DE 889T

VF US 868 T

VIACOM US 660 T

VICINITY CENTRES AU 1532T

VIENNA INSURANCE AS 1164T

VIETIN BANK VE 1719T

VINCI FR 157 S

VIN (CONSTRUCTION) VE 1992T

VIPSHOP CN 1683S

VIRGIN MONEY UK 1704S

VISA US 164 S

VISTRA ENERGY US 1639T

VIVENDI FR 431 T

VMWARE US 780 T

VODAFONE UK 454 T

VOESTALPINE AS 895 S

VOLKSWAGEN GE 16S

VOLVO SW 238S

VONOVIA GE 641 S

VORNADO REALTY US 1680T

VOYA FINANCIAL US 974T

VTB BANK RU 396S

VULCAN MATERIALS US 1428S

WALGREENS BOOTS ALLIANCE US 124T

WALMART US 24 T

WALT DISNEY US 72T

WANHUA CHEMICAL CN 1250S

WANT WANT CHINA CN 1882T

WÄRTSILÄ FI 1537 T

WASTE CONNECTIONS CA 1241S

WASTE MANAGEMENT US 484T

WEC ENERGY US 687T

WEICHAI POWER CN 666S

WELLCARE HEALTH PLANS US 1276S

WELLS FARGO US 7 T

WELLTOWER US 1279 T

WENDEL FR 1594 T

WESFARMERS AU 365 S

WEST JAPAN RAILWAY JA 679T

WESTERN DIGITAL US 799T

WESTFIELD AU 972 T

WESTLAKE CHEMICAL US 938S

WESTPAC BANKING AU 87T

WESTROCK US 552 S

WEYERHAEUSER US 853 T

WH (FOOD, DRINK & TOBACCO) HK 715T

WHEELOCK HK 507 T

WHIRLPOOL US 1042 T

WHITBREAD UK 1736 T

WILLIAMS US 528 S

WILLIS TOWERS WATSON UK 857T

WILMAR INTERNATIONAL SI 456T

WIPRO IN 909 T

WIRECARD GE 1895 O

WISTRON TA 1564 S

WM MORRISON SUPERMARKETS UK 1193T

WOLTERS KLUWER NE 1307S

WOODSIDE PETROLEUM AU 890T

WOOLWORTHS AU 486 S

WOORI BANK KO 550S

WORKDAY US 1664 S

WORLD FUEL SERVICES US 1548S

WORLDPAY US 1220 O

WPG (SEMICONDUCTORS) TA 1717S

WPP UK 369 T

WR BERKLEY US 1054T

WUESTENROT & WUERTTEMB GE 1305T

WULIANGYE YIBIN CN 924S

WW GRAINGER US 1027T

WYNDHAM WORLDWIDE US 1370T

WYNN RESORTS US 1217S

X5 RETAIL NE 1225S

XCEL ENERGY US 525T

XEROX US 1538 T

XIAMEN C&D CN 910S

XIAMEN INTL TRADE CN 1444S

XIAMEN XIANGYU CN 1557S

XILINX US 1514 T

XINHU ZHONGBAO CN 1692O

XINYU IRON & STEEL CN 1703O

XL BU 868T

XPO LOGISTICS US 1127S

XYLEM US 1903 O

YAMADA DENKI JA 1798T

YAMAGUCHI FINANCIAL JA 1580T

YAMAHA JA 1979 O

YAMAHA MOTOR JA 921S

YAMATO JA 1432T

YANZHOU COAL MINING CN 671S

YARA INTERNATIONAL NO 1140T

YES BANK IN 1013S

YONGHUI SUPERSTORES CN 1445S

YPF AR 794S

YUANTA FINANCIAL TA 1222S

YUM CHINA US 1228T

YUM! BRANDS US 952T

YUNNAN BAIYAO CN 1545S

ZALANDO GE 1849 O

ZALL DEVELOPMENT CN 1921O

ZENITH BANK NI 1962T

ZHEJIANG ZHENENG ELEC POW CN 1071T

ZHONGSHENG CN 1476S

ZHONGYUAN BANK CN 1268O

ZIJIN MINING CN 947S

ZIMMER BIOMET US 618S

ZIONS BANCORP US 980S

ZOETIS US 991 S

ZTE CN 682 S

F ZURICH INSURANCE SZ 110T

IMAGINECHINA