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>> (Announcer) Live from Orlando, Florida.
It's theCUBE, covering ServiceNow Knowledge '17.
Brought to you by ServiceNow.
>> We're back.
Dave Vellante with Jeff Frick.
This is theCube and we're here at ServiceNow Knowledge '17.
Stanley Toh is here, he's the Global IT Director
at semiconductor manufacturer Broadcom.
Stanley, thanks for coming to theCUBE.
>> Nice to be here.
>> So, semiconductor, hot space right now.
Things are going crazy and it's a good market, booming.
That's good, it's always good to be in a hot space.
But we're here at Knowledge.
Maybe talk a little bit about your role,
and then we'll get into what you're doing with ServiceNow.
>> Sure.
You're right. Semiconductor is booming.
But we don't do anything sexy.
Everything is components that go into
your iPhones and stuff like that.
They do the sexy stuff.
We do the thing that make it work.
So, I'm the what we call
the Enterprise and User Services Director,
so basically anything that touches the end user,
from the help desk to collaboration
to your PC support desk, everything is under.
Basically anything that touches the end user,
even onboarding, and then, now with the latest,
we actually moved our old customer support portal
to even ServiceNow CSM.
>> Okay, so what led you to ServiceNow?
Maybe take us back,
and take us through the before and the after.
>> Okay.
Broadcom Limited, before we changed our name to Broadcom,
we were Avago Technologies.
We are very cloud centric.
Anything that we can move to the cloud,
we moved to the cloud.
So we were the first multi-billion dollar company
to move to Google, back in 2007.
That was 10 years ago. And then we never stopped since.
We have Opta, we have Workday.
And if you look at it, all this cloud technology
works so well with ServiceNow.
And ServiceNow is a platform that has all the API
and connectors to all these other cloud platforms.
So, when we were looking and evaluating,
first as just the ITSM replacement,
we selected ServiceNow because of the ease of integration.
But as we get into ServiceNow, and as we learn ServiceNow,
we found that it's not just an ITSM platform.
You can use it for HR, for finance,
for legal, for facilities.
Recently, probably about six months ago,
we launched the HR module.
And then three weeks ago, we went live with a CSM portal
for the external customer.
>> When you say you go back to 2007 with Google,
you're talking about what, Google Docs?
>> Everything. >> Dave: Everything.
>> Email, calendar, docs, sites,
Drive, but it was unknown.
>> Dave: All the productivity stuff.
>> Everything.
>> Dave: Outsourced stuff.
>> They were unknown then,
>> Jeff: Right, right, right.
>> And it's a risk.
>> So what was the conversation to take that risk?
Because obviously there was a lot of concern
at the enterprise level on some of these cloud services
beyond test/dev in the early days.
Obviously you made the right bet, it worked out pretty well.
(Stanley laughing)
But I'm curious, what were the conversations
and why did you ultimately decide to make that bet?
>> Okay. So 2007 was just after the downturn.
>> Jeff: Right.
>> So everyone was looking at cost, at supportability.
But at the same time, the mobile phone,
the smart phone is just exploding in the market.
So we want something that is very flexible,
very scalable, and very easy to integrate,
plus also give you mobility.
So that's why we went with Google
as the first cloud platform,
but then we started adding.
So right now, we can basically do everything
on your smart phone.
We have Opta as our single sign-on.
From one portal, I go everywhere.
>> Dave: Okay, so that's good.
So you talked about some of the criteria for the platform.
How has that affected how you do business,
how you do IT business?
>> See, IT has always been looked upon as a cost center.
And we are always slow, legacy system, hard to use,
we don't listen to you.
(Jeff laughing)
>> Dave: What do those guys do?
>> You know, why are we paying those guys, right?
And then you look at all the consumer stuff.
They are sexy, they are mobile, they have pretty pictures.
Now all your internal users want the same experience.
So, the experience has changed.
The old UNIX command key doesn't work anymore.
They want something touch, GUI, mobile.
They want the feel, the color, you know.
>> That might be the best description
(Stanley laughing)
of the consumerization of IT, Dave,
that we've ever had on theCUBE.
>> It's really honest.
Coming from an IT person, it is, it is honest.
And now you've driven ServiceNow
into other areas beyond IT.
>> Stanley: Yes.
>> You mentioned HR.
>> HR. We went live six months ago.
>> Okay. And these other areas,
are you thinking about it, looking at it, or?
>> So we are also looking with legal,
because they have a lot of legal documents
and NDAs and stuff like that.
And ServiceNow have a very nice integration
to DocuSign and Vox.
So we are looking at that.
But the latest one, we went live three weeks ago,
is the CSM, the customer support management portal.
And that one actually replaced one of our legacy system
that has a stack of sixteen application running.
And we collapsed that, and went live
on ServiceNow CSM three weeks ago.
>> And what has been, two impacts - the business impact,
and, I'm curious, is it the culture impact.
You sort of set it up as the attitude.
We had fun with it, but it's true.
What's the business impact?
And what has the cultural impact been?
>> The last few years,
we have been doing a lot of acquisition.
So we have been bringing in a lot of new BU's.
Business units.
And they want things to move fast,
and we want to integrate them into one brand.
So speed and agility is key
when you do acquisitions.
So that's why we are moving into a platform
where we can integrate all these new companies easily.
We found that in ServiceNow and we can integrate them.
So for example, when we acquired Broadcom Corporation,
they have 18,000 employees.
We onboarded them on day one,
and usually when you do an acquisition,
they don't give you the employee information
until the last minute.
Two days, all I need, is to bring them all on,
onboarded into my collaboration suite.
I only need two days of the information, and on day one,
Turn it on, they are live.
Their information is in, they have an email account.
All their information is in ServiceNow.
They call one help desk, they call our help desk,
they get all the help and services.
So it's fully integrated on day one itself.
>> And you guys also own LSI now, right?
>> Yes, LSI.
>> Emulex?
>> Emulex, PLX.
>> PLX.
>> The latest acquisition is Brocade,
which we will close in the summer.
And then, the rumored Toshiba NAND business.
So, yeah, we are doing a lot of acquisitions.
>> Yeah, quite a roll-up there.
>> Correct.
So as you can see, they are all very different companies.
So when they come in, they have different culture.
They have different workflow, they have different processes.
But if you integrate them into a platform
that we are very familiar right now,
it's the consumerized look and feel,
it's very easy to bring them in.
>> And that is the cultural change that has occurred.
>> Yes, it's a huge,
>> So do people love IT now?
>> They still hate IT.
(Jeff and Dave laughing)
They still say iT is a cost center.
But right now, they are coming around.
They see that we are bringing value to them.
So right now, IT is just not to provide you the basic.
IT is to enable the business
to be better and more competitive.
>> A true partner for the business.
>> Yes, correct.
>> Stanley, thanks very much for coming to theCUBE.
It was great to hear your story, we appreciate it.
>> Stanley: Thanks for having me.
>> You're welcome.
All right, keep it right there, buddy.
We'll be back with our next guest.
This is theCUBE, we're live from ServiceNow Knowledge '17.
We'll be right back.
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