ServiceNow named a Leader in Enterprise Service Management

  • Employee Experience
  • Blake McConnell
  • About ServiceNow
  • Trends and Research
  • 2021
December 07, 2021

ServiceNow is a Leader in the Forrester Wave: Enterprise Service Management, Q4 2021.

We’re thrilled to announce that ServiceNow has been named a Leader in the Forrester Wave™: Enterprise Service Management (ESM), Q4 2021. We believe this recognition validates our industry position and continued investment in workflow automation and capabilities addressing employee service delivery across the enterprise.

Modernizing service delivery

ServiceNow helps drive efficiency and collaboration to improve service experiences by providing a digital foundation that connects end-to-end process flows. Instead of delivering services separately by functional domain, services can be delivered in a manner that:

  • Connects systems and departments

  • Provides shared visibility across all services

  • Gives enterprises the ability to continuously improve services and processes using low-code tools

For example, the global business services team at Equinor, an international energy company, wanted to modernize service delivery, but its departments used different systems. Workflows could involve as many as seven departments for any request.

To unify its fragmented environment and improve speed and quality of service, Equinor switched to ServiceNow. This move enabled Equinor to deliver global business services to approximately 49,000 stakeholders. They now have one centralized place to go to raise a request, with an experience that’s efficient and seamless.

Improving employee satisfaction

ServiceNow also provides a modern employee experience platform for the new world of hybrid work. Instead of facing the complexity of threading together siloed processes, the Employee Center helps employees navigate to the right information, support, and systems at the right time from wherever they are.

Experiences are personalized, and everything the employee needs is at their fingertips in one connected experience. When employees feel supported, they’re more likely to remain engaged, provide better customer service, and be loyal to the company.  

For example, Sanford Health strives to produce a five-star service delivery experience for its 50,000 employees so they can focus on taking care of patients.

With the help of ServiceNow, the organization created a unified service portal—a single source for employees to go to for answers to questions. As a result, 97% of cases were completed within service-level agreements, and employee satisfaction improved due to the case resolution rate.

Empowering employees

To accelerate digital innovation, ServiceNow helps organizations build new applications with low-code at speed and scale so employees can get the services they need. With skilled developers in short supply, organizations can meet the demand for faster application development and rapid automation by looking to business users, or citizen developers, to digitize new services or extend existing ones with low-code tools.

Canadian energy company Suncor brought in ServiceNow to replace its aging IT ticketing system. As strong interest in the platform arose from other parts of the business, including HR and supply chain, the organization built a dedicated development team to extend ServiceNow capabilities.

Using low-code, that team developed an application in just a few days, with a 90% reduction in application development effort.

Read the full Forrester Wave™: Enterprise Service Management (ESM), Q4 2021 report to learn more about ServiceNow’s placement in the evaluation.

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