ServiceNow recognized as a Leader in Digital Process Automation

  • Marcus Torres
  • About ServiceNow
  • Trends and Research
  • AI and Automation
  • 2021
December 15, 2021

ServiceNow is a Leader in the Forrester Wave: Digital Process Automation, Q4 2021.

I’m excited to announce that, for the first time, ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2021. This complements our recognition as a Leader in the Forrester Wave™: Low-Code Development Platforms for Professional Developers, Q2 2021.

We attribute this recognition to our latest low-code innovations in ServiceNow® Creator Workflows and our purpose-built automation components to cover all enterprise processes.

The future of work demands a new approach

In today's business climate, organizations must transform amid uncertainty—fast. The customers and employees they interact with have greatly elevated their expectations. Organizations need new, end-to-end ways to help work flow and to serve people better.

But legacy tech for process automation can't keep pace. It’s either too costly and complex or incomplete and unfit for modern workflows. Automating long-running, mission-critical processes across systems, people, and data is still too hard. It’s difficult to deliver processes with both specialized process domain knowledge and great end-user experiences.

In addition, automation development still requires sophisticated planning and specialized skills, hampering full automation potential. A new approach to process automation is needed to meet these rising challenges.

Achieve digital leadership with low-code automation

Creator Workflows enable organizations to automate processes with less development effort and less custom code by eliminating the need for specialized skills. Process developers can start automating quickly in App Engine Studio with a ready-made architecture, low-code guidance, configuration-style templates, and pluggable, prebuilt components.

Automation development activities center on component configuration and assembly, leading to improved digital process quality and higher overall productivity. As a result, organizations can build fully unified digital workflows with ease of development and platform simplicity to drive fast outcomes and deliver superior end-user experiences.

Creator Workflows solutions include:

  • App Engine – to empower developers and builders of all skill levels to automate fast with low-code

  • IntegrationHub – to reduce integration costs and complexities for fast connectivity across any system

A one-stop automation platform

As more and more tech advances (e.g., robotic process automation, AI, decision management) emerge, the automation toolbox gets more complex. Rationalizing and integrating discrete tools for scale becomes an unnecessary burden that adds costs to organizations and slows adoption.

Creator Workflows are designed to enable strategic process innovation at scale. With one complete automation platform of a natively integrated feature set, we deliver to organizations’ current and future needs of process transformation with intelligence, security, and scalability directly baked in. Instead of architectural integration, organizations can focus on innovation.

In October 2021, ServiceNow announced a strategic partnership with Celonis to help customers better understand how work moves across the enterprise. Applying those insights can accelerate digital innovation and help predict how to make work better. This investment and partnership will continue to enhance ServiceNow process optimization capabilities, which, in turn, will accelerate customers’ digital transformation efforts.

Read the full, complimentary Forrester Wave™: Digital Process Automation Software, Q4 2021 report.

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.


  • ServiceNow Devvies App of the Year Contest – innovative apps
    Application Development
    ServiceNow Devvies showcases innovative apps built on the Now Platform
    Meet the latest innovative apps built on the Now Platform that improve the quality of organizations, transform user experiences, and even save lives.
  • Protect data: man with headphones typing on a laptop with computer screens in the background
    Cybersecurity and Risk
    4 ways Australians can use AI to protect data
    Globally, 46% of CIOs and 41% of their C-level peers are concerned their cybersecurity isn’t keeping pace with their digital transformation to protect data.
  • Digital transformation in healthcare for nurse retention: smiling nurses walking
    DEI Data Benefits: Engaging the Business- ServiceNow Blog
    Diversity, equity, and inclusion (DEI) is everyone’s responsibility. Find out how we execute our DEI priorities using analytics to reap DEI data benefits.

Trends & Research

  • ESG technology: green surrounding a river, woman smiling, 2 government employees in conversation
    Cybersecurity and Risk
    Survey says ESG technology drives results
  • 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
  • Digital innovation: three workers looking at a computer monitor
    AI and Automation
    Survey says digital innovation is the way to navigate macro uncertainty