Contents

  1. The Global Spread of Novel Coronavirus (COVID-19)
  2. Unlock Crisis Management through Digital Transformation
  3. 7-Step Crisis Management Strategy by inMorphis
  4. Driving Digital Transformation faster with ServiceNow

1. The Global Spread of Novel Coronavirus (COVID-19)

  • 213 Countries & Territories
  • >2.1M Confirmed Cases
  • >128K Deaths
  • 6.0% Case Fatality Rate
    (As of April 15, 2020, Source: PwC COVID-19 Multi-territory CFO Pulse Survey, March 25, 2020)

Global Economic Impact:

  • The pandemic has led to an economic decline between -1.5% and 0.5% in 2020.
  • WHO declared a global health emergency on January 30, 2020, prompting business leaders to assess economic and employment implications.

Key Challenges Faced by Organizations:

  • Financial impact on operations, liquidity, and capital (60%)
  • Potential global recession (67%)
  • Reduction in workforce productivity (44%)
  • Supply chain issues (35%)
  • Decrease in consumer confidence (38%)

2. Unlocking Crisis Management through Digital Transformation

Key Strategies for C-Level Executives:

  • Adopt practical new ways of working
  • Ensure business continuity and stability
  • Leverage crisis response learnings to set new digital transformation goals

Organizations with 5,000+ employees face crises related to:

  • Cybercrime (26%)
  • Natural disasters (22%)
  • Leadership challenges (17%)
  • Ethical misconduct, fraud, and corruption (16%)

3. 7-Step Crisis Management Strategy by inMorphis

Workforce Care & Collaboration

  • People: Psychological safety & well-being assurance.
  • Process: HR, travel, IT, finance, and health contingency plans.
  • Tools: Digitalization of HR, collaboration, security, and access management.

Six-Step Crisis Response Framework:

  1. Identify – Assess crisis readiness and response plans.
  2. Set Up – Form a Crisis Response Team (HR, IT, Finance, Legal, Supply Chain).
  3. Revisit – Conduct Business Impact Analysis & scenario planning.
  4. Communicate – Share insights with stakeholders and employees.
  5. Build – Implement emergency preparedness exercises.
  6. Run – Develop an action plan across supply chain, workforce, tech, and finance.

4. Driving Digital Transformation with ServiceNow

Digital Solutions for Crisis Management

  • HR Self-Service: Onboarding, workflow automation, and emergency response.
  • IT Operations Management: Infrastructure monitoring, cloud operations, DevOps integration.
  • Customer Experience Enhancement: AI-powered self-service apps, chatbots, and IVR systems.
  • Supply Chain Optimization: Vendor risk analysis, demand forecasting, inventory checks.
  • Finance & Liquidity Management: Scenario modeling, revenue forecasting, corporate insurance.

ServiceNow Applications Enabling Digital Transformation

  • Enterprise Service Management
  • DevOps & Agile Operations
  • IT Security & Compliance
  • Financial & Risk Management
  • Customer Service Management

Outcomes & Benefits:

  • Increased Employee & Customer Satisfaction
  • Operational Resilience & Risk Mitigation
  • Improved Compliance & Business Continuity
  • Optimized Financial Planning & Cost Management

Conclusion

The COVID-19 crisis highlights the need for businesses to accelerate digital transformation to ensure operational resilience, workforce safety, and financial stability. Organizations can leverage platforms like ServiceNow to integrate technology-driven crisis management solutions and future-proof their operations.