Perception and Approaches to New Information Systems Acceptance in Digital Transformation: a ServiceNow Case Study Analysis

Abstract

This master's thesis explores the specific focus on the acceptance of new information systems relatively to the stages of digital transformation. The research questions is centered on perceptions and approaches, starting from a literature review and prompting an analysis of relevant studies and articles.

The focus will be on business processes, this term refers to the set of activities, tasks, and workflows that organizations undertake to achieve their goals and deliver value to customers. Traditionally, these processes were often manual, time-consuming, and prone to errors. However, with the advent of digital technologies, organizations have the opportunity to streamline and automate their processes, leading to increased efficiency and improved outcomes. The literature review is supported by two case studies in which we interviewed employees of two large companies, based in Italy, that work with ServiceNow as a part of their digital transformation journey. The most significant insight gained from our study is the considerable importance attributed to the initial phase of a digital transformation. Even before its implementation or commencement, convincing impacted users and internal stakeholders within the company that evolution and change can lead to better long-term outcomes, despite potential short-term adaptation and investment challenges, emerged as one of the major obstacles towards digitization processes, process optimization, or the adoption of new information systems.

With the help of our theoretical and managerial implications we conclude that communication is a key factor for the acceptance of new information systems especially on the early stages of the digital transformation process. This consideration led us to propose a New Stage Model for Digital Transformation and Information System Acceptance that focuses on communication.

Keywords: Digital Transformation, Information System (IS), ServiceNow, Communication.