ServiceNow is a leader in task-centric automation software
I’m delighted to announce that ServiceNow has been recognized as a Leader in the Forrester Wave™: Task-Centric Automation Software, Q4 2024. We believe this validates our vision, strategy, and execution.
To us, task automation software is a natural evolution of robotic process automation (RPA) to a broader, integrated set of tools that automates tasks whether they’re stand-alone or the last mile of an end-to-end process.
In The Task-Centric Automation Software Landscape, Q3 2024, Forrester defines task-centric automation software as “technology that automates human tasks, orchestrates task handling, and provides simple integration by coordinating actions between multiple systems, with the software client generally driving tasks and integration.”
Automating both workflows and tasks
For years, ServiceNow has been recognized by industry analyst firms as a leader in IT, cross-enterprise, and low-code workflow automation. As customers begin to see the value of ServiceNow workflows, they tend to want to extend that value to more tasks and processes—often with AI. This requires automating actions and integrating data in hundreds of underlying systems.
ServiceNow® Automation Engine helps solve this problem for our customers. The in-platform task automation and integration tool set pairs with our packaged and low-code workflows to bring AI and automation to every corner of customers’ businesses.
As a Leader in Forrester’s new research, ServiceNow achieved the highest scores possible in vision, roadmap, general AI capabilities, integration capabilities, sustainability, and partner ecosystem.
A platform approach
According to The Forrester Wave: “ServiceNow suits organizations looking to leverage task-centric automation in combination with advanced AI and prioritizing a true platform approach that integrates well with ServiceNow’s application portfolio.”
Our AI platform for business transformation has the full spectrum of AI, workflow, and task automation capabilities. And they’re all natively integrated with one data model and fabric—one experience—for developers at all skill levels.
This makes it easy for customers to dial in the right mix of AI and automation for the use case at hand. Point tools might be a convenient short-term solution to a narrow set of use cases, but the ServiceNow platform is built to endure and help make customers successful across every automation use case in the long term.
AI capabilities
According to the Forrester report, “ServiceNow excels in integrating general AI capabilities into its solutions, providing clients with tools to leverage data for smarter decision-making and sustainable operations.”
Now Assist, our generative AI (GenAI) experiences, is fundamental for helping people complete tasks in faster and smarter ways. Automation Engine fuels Now Assist with enterprise data from any source and powers Now Assist skills with tools such as spokes and bots to automate actions in any enterprise system.
Automation Engine is powered by GenAI, enabling developers to rapidly generate spokes, bots, flows, playbooks, and other task automation building blocks with Now Assist for Creator. Automation Engine also includes machine learning-powered Process Mining and RPA Change Management, as well as AI-powered Document Intelligence.
Vision, roadmap, and partners
The Forrester report adds, “ServiceNow’s strategic vision is clear and well-articulated, with a robust roadmap that anticipates future needs and technology trends. It has an impressive partner ecosystem, enhancing its offerings and extending its market reach.”
At ServiceNow, we enable customers to transform into fully connected enterprises with Workflow Data Fabric, which powers workflows, AI agents, and analytics with real-time access to data from any source.
Our vision is to enable organizations to focus on business model innovation while we redefine the future of work. Our automation business has invested heavily in existing strategic partners, particularly in expanding the capacity and certification of regional systems integrators.
With the full spectrum of AI automation capabilities, ServiceNow can help your organization achieve maximum business impact of your workflow and task automation. By adding Automation Engine to ServiceNow’s packaged and low-code workflows, you can turn up your AI automation dial based on your business needs.
Read the full, complimentary Forrester Wave report.