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Suresh Halarneker
ServiceNow logo

Technology Workflows

I led Product Design across the Technology Workflows portfolio, with responsibility for design quality, organization capability, cross-functional alignment and delivery across complex enterprise workflows.

ServiceNow enterprise workflow illustration
Context

The company and the organization.

ServiceNow

ServiceNow builds an enterprise platform for digital workflows, used by large organizations to run IT, employee, customer and operational processes on a single data and automation model. The work sat inside product areas where workflow depth, configurability and platform consistency define the experience.

Technology Workflows

Technology Workflows covers the products enterprises use to run and secure their technology estate — service management, operations, asset and related domains. The portfolio spans multiple products used by global enterprise customers, with shared platform components underneath.

  • 7+B

    Portfolio influenced

  • 08

    Products supported

  • 35%

    Adoption / growth

Role & scope

What I was responsible for.

My role

Director of Product Design

Jan 2023 - Nov 2025

I led Product Design across the Technology Workflows portfolio, with responsibility for design quality, organization capability, cross-functional alignment and delivery across complex enterprise workflows.

Direct organization

1 Senior Design Manager, 3 Design Managers, 1 Design Program Manager, 46 Product Designers

Extended cross-functional team

Product Management · User Research · Engineering · Platform & Design System · Content Design

Portfolio

Technology Workflows

  • Governance, Risk & Compliance (GRC)
  • Security Operations (SecOps)
  • IT Service Management (ITSM)
  • IT Operations Management (ITOM)
  • IT Asset Management (ITAM)
  • Strategic Portfolio Management (SPM)
  • Environmental & Social Governance (ESG)
  • Operational Technology Services (OTS)

Geographies

India · United States · Europe

Leadership partners

VP Product Management · VP Engineering · Design System leadership · Research leadership

Period

Jan 2023 - Nov 2025

Products supported

08

Adoption / growth

35%

Note

Extended cross-functional partners are collaborators, not direct reports.

Leadership systems

Building the system around the work.

Recurring mechanisms that affected multiple projects.

Domain onboarding

A structured ramp so designers could reason about enterprise workflows, not just screens.

Project Propel

A recurring mechanism for unblocking cross-team experience work and shortening decision cycles.

Design-system enablement

Local platform expertise inside product teams to reduce dependency on central review.

Cross-time-zone operating model

Working agreements that let India, US and Europe teams hand off without losing context.

AI enablement

Workshops and workflows introducing AI assistance where it measurably reduced cycle time.

Selected projects

The product work.

DEX hero illustration: employees and IT support teams collaborating around digital employee experience dashboards, sentiment signals and connected workplace tools
DEX

Designing Digital Employee Experience

ITSM · Employee Experience · AI

IT could see when systems were unhealthy, but rarely when employees were struggling — support stayed reactive and experience data stayed fragmented.

Protected case study · ~6 min

View Case Study

LEAP hero illustration: a product team collaborating around a large automation playbook dashboard with workflow diagrams, status charts, AI agent icons and connected tool cards, with the LEAP wordmark above
LEAP

Designing the LEAP experience

AI · Enterprise UX · Platform

Complex enterprise workflows needed an assisted experience that people could trust and act on without leaving their operating context.

Protected case study · ~6 min

View Case Study

USEM hero illustration: a security operations team collaborating around a large unified exposure dashboard with charts, risk graphs and connected asset icons, with the USEM wordmark and a shield motif in the background
USEM

Designing Unified Security Exposure Management

Security Operations · Exposure Management · Enterprise UX

Infrastructure, application, container and cloud exposure data lived in silos, so remediation stayed centralized and slow.

Protected case study · ~6 min

View Case Study

Organizational transformation hero illustration: diverse product teams collaborating around strategy boards, timelines and connected people networks in a modern workplace setting
Experience Organization

Designing the Experience Organization

DesignOps · Organizational Design · Leadership

Scaling a design organization from roughly seven to fifty people meant designing how it learned, reviewed, planned and collaborated — not just hiring.

Protected case study · ~6 min

View Case Study

AI orchestration hub connecting reusable content, APIs, agents, personas, analytics, prompt engineering and design patterns to agentic workflows, automated testing and scaled impact
AI Adoption Strategy

Scaling AI Across Enterprise Workflows

AI Strategy · Enterprise UX · Platform Patterns

Generic AI capabilities were useful but insufficient for high-consequence enterprise workflows, so the portfolio needed a phased adoption model and reusable interaction patterns.

Protected case study · ~6 min

View Case Study

All impact
Team & culture

The team behind the work.

Facilitation, experimentation, shared critique and hands-on making turned individual expertise into a collective practice.

ServiceNow EXelerate event signage in the office
EXelerate—creating a shared place for the Design and Research community.
Presenter speaking to colleagues during a ServiceNow EXelerate session
Teams sharing work, methods and lessons in an open forum.
ServiceNow persona and value cards arranged during a collaborative activity
Hands-on activities made customer and product conversations tangible.
ServiceNow colleagues gathered together at the EXelerate event
The community behind the work, together at EXelerate.