ServiceNow and cloud-based solutions are just one example of how technological advances and an evolving service model are driving rapid transformation and change across the business landscape. Organizations solely focused on the technical aspeect of a technology transformation project may not consider the fact that future tools and processes are only as effective as the people using them. Changes in processes and technology require people be appropriately trained and that their responsibilities be structured and performed in new ways. The difference between implementing a solution and actually realizing the benefits of that investment comes down to enabling people to deliver in the new environment. 

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