Changing the Pace of Change: First Global ServiceNow Insight and Vision Report [K19 Speaker Preview]

meghanlockwood · ‎05-01-2019

If you are part of the ServiceNow Knowledge Community, chances are you have seen a significant change in interest and adoption over the past 15 months. But as the power of the ServiceNow platform evolves, hard numbers can help bring that growth home.

Today, while 93% of customers have implemented ServiceNow for IT (both ITSM and ITOM), did you know that over 54% have implemented 2+ elements of the platform and 12% have implemented 4+ platform components? Further, nearly 80% of your peers have a Service Management initiative underway at their business this year.

These are just some of the original data points on ServiceNow transformation that Acorio launched in our first-ever global research focused exclusively on ServiceNow clients and prospects earlier this year.

This pioneering ServiceNow Insight and Vision Report highlights how top organizations around the globe drive digital transformation for their employees and, increasingly, their customers. Key findings include:

The ServiceNow platform is delivering tangible ROI for Digital Transformation efforts: Survey responses found wide-ranging ROI including 77% who say more efficient workflows, 56% driving increased Automation, and 55% who saw a reduced time to address an incident.
Underscoring corporate expansion, respondents reported growing roadmaps and project scope: 60% of ServiceNow users reported their ServiceNow strategy changed in the last year. Similarly, tied for the #1 challenge for all ServiceNow users is roadmap expansion “once one module is implemented, even more departments want us to support them” was the top concern for 45% of responses (tied with overall platform price.)
In the Future, the Customer Comes Second to AI: Looking toward future trends, Artificial Intelligence (65%) beat out Customer Experience (58%) as the most critical trend of tomorrow.

For over a decade, we’ve talked about Digital Transformation but companies (even in IT and technology departments) were transforming slowly. ServiceNow has accelerated the response of change in the real world through its cloud-native platform and focus on process. Digital change can now be manifested in concrete, time-bound activities, connecting departments with easily configured technology.

Want the full report? Click here to download.

VIEWS FROM THE TOP: ServiceNow in the C-Suite

When talking about ServiceNow, it’s no longer just the head of IT or the Director of HR weighing in on purchasing decisions. Instead, enterprise software purchases are being vetted and tracked by the C-Suite, from your Chief Transformation or Technology Officers (CTO) to your Chief Executive Officer (CEO).

These executive respondents are in the best position to detail what is happening with ServiceNow across their companies, instead of just within silos.

61% of C-Suite executives track time to resolve an incident or request.
Employee Experience is a top concern among CHRO’s and other executives.
Technology expertise is not a top challenge when implementing ServiceNow, but the cost of technology is.
2019 is the year for increased reporting capabilities, automation and adding new functionality to existing instances.

We asked these same executives to reflect on what their largest challenge areas of ServiceNow were during their implementation. Not a single respondent said that they struggled to integrate ServiceNow with their existing legacy technologies via M&A. This ease-of-integration points to one of the platforms base qualities. Instead of replacing legacy systems, ServiceNow can serve as the single point of view into analytics, dashboards, and communications.

From the view of the C-Suite however, the biggest problem with the ServiceNow implementation was not the technical challenges (3.8%), nor ability to upgrade (3.8%) but the cost of the technology and actual implementation, at a whopping 34.6%.

There is more…

Along with more insights from business executives this report dives into:

ServiceNow KPI’s, implementation challenges and results at medium and large companies
Industry spotlights of federal and healthcare respondents
A look at the future of ServiceNow as a company and as a platform

Meet Our Presenters in Booth 911 or on Tuesday, May 7th at 1:30 pm

When you’re at Knowledge, make sure to hear more about the first ever Insight and Vision Report from Acorio presenters, Meghan Lockwood and Ellen Daley. You can check to see when they’re presenting here.

Ellen Daley, CEO, Acorio

Ellen brings a 25+ years of broad technical and management experience across infrastructure, software, and services to Acorio, where she serves as the company CEO. Prior to taking the Acorio helm, Ellen held a host of management positions in private and public technology firms. Most recently, she served on Corporate Executive Team at Forrester Research, managing their largest business unit which provides consulting and research for IT leaders globally in Asia, Europe, and North America.

Meghan Lockwood, VP of Strategic Marketing, Acorio

As the VP of Strategic Marketing at Acorio, Meghan is responsible for the global marketing and PR footprint of Acorio, the largest pure play ServiceNow consultancy. Recently, Acorio has been named one of SPI’s Best-of-the Best National Consultancies, ranked on the Inc 5000 list, and named Boston Globe’s #1 company to work for Globe for 2017 and 2018. With nearly 20 years’ experience, she has held prior roles at the Boston Globe, HubSpot and MarketingSherpa. Meghan is the primary author of over 20 research reports, books, eBooks, templates, and whitepapers, and her work has driven over 1.5 million website views, links and shares.

About the Report

ServiceNow Insight & Vision was conducted through an online platform and was completely anonymous. The survey had over 300 respondents, all of whom were required to give demographic information, including company size, job role, department, company industry, and whether or not they used ServiceNow.

To access the full report, click here.