ServiceNow leaders on 2020’s most significant trends of the years

  • ServiceNow Blog
  • Trends and Research
  • Solutions
  • Cybersecurity and Risk
  • 2020
December 15, 2020

IT Business Management makes product portfolio management more efficient

Reflect on 2020 and hear from ServiceNow leaders as they discuss some of the most significant trends of the year – from cybersecurity to customer and employee experiences – when the global health crisis is creating new realities for all of us. Take a fresh look at the trends shaping what’s next in the workplace.

Industry Trends in Vulnerability Response with Dr. Larry Ponemon

Today’s cybercriminals are tenacious, well‑funded, and smart. And as the severity of cyberattacks increases, enterprise organizations find that they are not adequately equipped to prevent criminals from exploiting attack vectors—resources are simply spread too thinly.

Without having the ability to prioritize vulnerabilities, automate processes end to end, and deploy patches in a timely manner, your organization may be at risk—all likely due to patchable issues. Gain valuable insights into the cost‑effective steps you can take right now to expand your visibility and take a more proactive approach to security.

 Join the Ponemon Institute and ServiceNow for insights on:

  • Trends in the threat landscape, along with current gaps in how patch management is handled today, and industry maturity in solution deployment

  • Best practices to follow to help prevent the next breach from affecting your organization

The webinar is hosted by:

  • Dr. Larry Ponemon, Ponemon Institute

  • Jonathan Walker, Lead Vulnerability Response Architect, ServiceNow

Three customer service megatrends in 2020

Forrester predicts the adoption of AI and automation will increase in customer service and unlock more efficient operations and new revenue streams—all while offering better customer experiences as well. Does this include your organization?

Hear from our guest Kate Leggett, Vice President and Principal Analyst at Forrester, as she shares three customer service megatrends for 2020; something all customer service leaders should hear. Key takeaways include:

  • How automation and AI now serve as the customer service foundation

  • Why your organization must produce superagents—supported by AI

  • Steps to rethinking and improving your customer service culture

Featuring Kate Leggett, VP, Principal Analyst, Forrester.

The state of the employee service experience research - Making work life better at every stage of the employee journey

New research from an exclusive ServiceNow® survey revealed that while most employees were enthusiastic about their new roles and had a positive first few weeks, only 63% of the respondents continued to be enthusiastic about their current positions and companies today—that’s an astounding 22% drop. 

Why is that? According to the study, both big and small moments in between matter a great deal to employees. Many complained that only:

  • 54% of employers allowed smartphone access to HR employee tools

  • 33% of employers made it easy to complete paperwork on their mobile device before the employee’s first day

  • 51% of employers made it easy to access a new hire portal and receive their equipment on their first day

Hear from ServiceNow leaders Pat Wadors, chief talent officer, and Chris Bedi, chief information officer, as they review trends from the report and share strategies to improve the employee experience.

 

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Topics

  • Intelligence in business: group of workers with laptops and smiles
    Now on Now
    How ServiceNow brings intelligence to every corner of the business
    The ServiceNow platform provides intelligence in three areas to continuously drive improvement across the enterprise: experience, speed, and decisions.
  • Health and safety: 2 workers in hard hats examining a facility
    Crisis Management
    ServiceNow acquires Enable tech to improve health and safety management
    ServiceNow-acquired Enable technology—native to the Now Platform—will help accelerate and scale existing health and safety solutions. Learn more.
  • Humans in the loop: woman holding phone against neon-lit background
    AI and Automation
    Put humans in the loop to generate real value from generative AI
    Generative AI has shaken up the business and tech world, but the best tech involves incorporating humans in the loop to address challenges. Find out why.

Trends & Research

  • RPA: group of workers gathered around a conference table looking at a laptop
    AI and Automation
    Forrester report: ServiceNow debuts as a Strong Performer in RPA
  • #1 in ITSM, AIOps and IT Operations Market Share: Organizations around the world count on ServiceNow in times of change.
    IT Management
    ServiceNow is No. 1 for AIOps, IT operations, and IT service management categories by market share
  • ESG technology: green surrounding a river, woman smiling, 2 government employees in conversation
    Cybersecurity and Risk
    Survey says ESG technology drives results

Year