4 ways to embrace digitalization and reap the benefits

  • ServiceNow Blog
  • Solutions
  • AI and Automation
  • 2022
October 04, 2022

Digitalization: 2 co-workers look at a laptop on a table

Digitalization is a strategic business objective in 80% of organizations, according to OCEG research sponsored by ServiceNow. Digitalization can have a significant impact on all areas of business, from risk and service operations to customer service.

No matter where your organization is in its digital transformation journey, here are four resources that can help:

1. Digital-first customer service

Digitizing customer service offers numerous benefits: faster resolution times, more options for customers to communicate with your organization, and higher customer satisfaction as a result. Yet, according to an NTT study, 41% of companies still manage their digital channels in silos. This makes it difficult to track customer journeys.1

Hear from a Forrester Research analyst about how — and why — you should digitize your customer service. She'll discuss findings from Forrester’s How to Reinvent Customer Service to Be Digital-First report.

2. AI-powered chatbot

In a world where customers are quick to jump to a competitor if they have a bad experience, why not empower them to get answers fast through self-service? ServiceNow Virtual Agent is an AI-powered chatbot that helps deliver real-time self-service.

Using Virtual Agent, employees and customers can get what they need, when they need it through personalized experiences and natural language understanding. Find out more of the benefits in our Jump-start your digital transformation webinar. 

3. Automatic issue detection

Artificial intelligence has broad appeal and applications across an organization. Implementing it in service operations, for example, can lead to faster and easier issue resolution. Using a single system, ServiceNow Predictive AIOps is able to automatically detect anomalies, resolve issues, and prevent outages.

In Predicting issues, reducing complexity, and empowering self-service, three Predictive AIOps experts discuss how this proactive approach can benefit organizations.

4. Risk management

Although digitalization improves data control, it also increases your potential risk surface. Keeping your business secure in this environment is paramount. The Impact of digitalization on your enterprise risk profile examines the findings of the OCEG research study mentioned above. 

Find out how other companies are managing digital risk and how your organization can identify, assess, and decrease your risk profile using risk management technology.

1 NTT, 2020 Global Customer Experience Benchmarking Report

© 2022 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.


  • Learning and development: 4 ServiceNow employees
    Now on Now
    Using AI to create personalized learning and development magic
    The Now Platform powers our internal learning and development platform. Powered by AI, the new platform offers search and other personalized recommendations.
  • ServiceNow certification: RiseUp - Sarah T., developer: From feeling stuck to feeling unstoppable
    5 reasons to consider ServiceNow training and certification
    In today’s employees’ job market, nearly every job is a tech job. Discover five reasons you may want to consider ServiceNow training and certification.
  • Career growth: 2 women employees at ServiceNow
    Career growth opportunities for women at ServiceNow
    At ServiceNow, we’ve designed programs to spur career growth, helping employees grow themselves, their teams, and the business. Hear two women’s stories.

Trends & Research

  • 2022 Gartner Magic Quadrant for IT Service Management Platforms
    IT Management
    A Magic Quadrant Leader in ITSM Platforms for ninth year in a row
  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Customer service: smiling businessman on phone walking outdoors
    Customer Experience
    Survey: 3 tips to deliver world-class customer service