SANTA CLARA, Calif. ‑ January 27, 2021 ‑ ServiceNow (NYSE: NOW), the leading digital workflow company making work, work better for people, today announced financial results for its fourth quarter ended December 31, 2020, with subscription revenues of $1,184 million in Q4 2020, representing 32% year‑over‑year growth.
During the quarter, ServiceNow closed 89 transactions with more than $1 million in net new annual contract value (“ACV”). The company now has 1,093 total customers with more than $1 million in ACV, representing 23% year‑over‑year growth in customers.
“ServiceNow delivered a market leading 2020 and significantly beat expectations across the board,” said Bill McDermott, ServiceNow president and CEO. “The secular tailwinds of digital transformation, cloud computing, and business model innovation have all intersected at the perfect moment in time. ServiceNow is the platform for digital business, enabling seamless workflows that create the great experiences people deserve. Now, we are focused on managing the world’s greatest workflow challenge: helping convert vaccines into vaccinations. We are changing the world one workflow at a time and are well on our way to becoming the defining enterprise software company of the 21st century.”
ServiceNow CFO Gina Mastantuono said, “We delivered another fantastic quarter to cap a very strong 2020, ending the year with nearly $9 billion in remaining performance obligations. These outstanding results continue to demonstrate ServiceNow’s strong platform and product portfolio, our focus on building deep customer relationships, and commitment to enabling their digital transformations. I’m extremely proud of our team’s performance and their unrelenting execution in a turbulent year. We are well on our way to becoming a $10 billion revenue company. I’m excited about the opportunities ahead of us in 2021.”
During the quarter, ServiceNow saw continued progress and customer adoption across its IT, Employee, and Customer workflows, as well as with its artificial intelligence (“AI”) and machine learning capabilities. The acquisition of Element AI, which closed in January, brings to ServiceNow a deep bench of world‑class technical talent, underscoring our commitment to be the leader in AI‑enabled workflows. As ServiceNow continues to innovate to help its customers navigate COVID‑19, this week it launched its first vaccine management solution to solve last mile vaccine challenges and drive better healthcare outcomes for people. ServiceNow’s comprehensive approach enables workflow solutions that simplify the complex challenges of vaccine distribution, administration, and monitoring.
Fourth Quarter 2020 GAAP and Non‑GAAP Results:
The following table summarizes our financial results for the fourth quarter 2020:
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Fourth Quarter 2020 |
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Fourth Quarter 2020 Non‑GAAP Results(1) |
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Amount |
Year/Year |
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Amount |
Year/Year |
Adjusted |
Adjusted |
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Subscription revenues |
$1,184 |
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32% |
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$1,161 |
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29% |
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Professional services and other revenues |
$66 |
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26% |
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$65 |
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23% |
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Total revenues |
$1,250 |
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31% |
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$1,226 |
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29% |
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Subscription billings |
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$1,828 |
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41% |
$1,796 |
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38% |
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Professional services and other billings |
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$80 |
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31% |
$78 |
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29% |
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Total billings |
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$1,907 |
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40% |
$1,874 |
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38% |
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Amount |
Margin (%) |
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Amount |
Margin (%) |
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Subscription gross profit |
$974 |
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82% |
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$1,009 |
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85% |
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Professional services and other gross profit (loss) |
($3) |
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(5%) |
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$11 |
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16% |
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Total gross profit |
$971 |
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78% |
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$1,019 |
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82% |
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Income from operations |
$18 |
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1% |
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$276 |
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22% |
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Net cash provided by operating activities |
$686 |
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55% |
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Free cash flow |
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$565 |
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45% |
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Amount |
Earnings per |
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Amount |
Earnings per |
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Net income |
$17 |
$0.09/ $0.08 |
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$235 |
$1.20/ $1.17 |
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Note: Numbers rounded for presentation purposes.
Full‑Year 2020 GAAP and Non‑GAAP Results:
The following table summarizes our financial results for the full‑year 2020:
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Full‑Year 2020 |
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Full‑Year 2020 Non‑GAAP Results(1) |
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Amount |
Year/Year |
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Amount |
Year/Year |
Adjusted |
Adjusted |
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Subscription revenues |
$4,286 |
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32% |
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$4,272 |
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31% |
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Professional services and other revenues |
$234 |
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14% |
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$233 |
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13% |
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Total revenues |
$4,519 |
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31% |
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$4,505 |
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30% |
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Subscription billings |
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$4,982 |
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32% |
$4,963 |
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31% |
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Professional services and other billings |
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$247 |
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15% |
$246 |
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15% |
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Total billings |
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$5,229 |
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31% |
$5,209 |
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30% |
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Amount |
Margin (%) |
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Amount |
Margin (%) |
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Subscription gross profit |
$3,555 |
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83% |
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$3,689 |
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86% |
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Professional services and other gross profit (loss) |
($23) |
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(10%) |
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$29 |
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12% |
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Total gross profit |
$3,532 |
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78% |
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$3,718 |
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82% |
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Income from operations |
$199 |
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5% |
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$1,121 |
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25% |
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Net cash provided by operating activities |
$1,787 |
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39% |
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Free cash flow |
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$1,449 |
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32% |
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Amount |
Earnings per |
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Amount |
Earnings per |
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Net income |
$119 |
$0.61/ $0.59 |
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$926 |
$4.79/ $4.63 |
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Note: Numbers rounded for presentation purposes.
Financial Outlook
ServiceNow will provide forward‑looking guidance in connection with this quarterly announcement on its earnings conference call and webcast, and it will introduce current remaining performance obligations (“cRPO”) as a new guidance metric for Q1 2021.
Conference Call Details
The conference call will begin at 2 p.m. Pacific Time (22:00 GMT) on January 27, 2021. Interested parties may listen to the call by dialing (833) 513‑0567 (Passcode: 7862176), or if outside North America, by dialing (236) 714‑2186 (Passcode: 7862176). Individuals may access the live teleconference from this webcast link:
https://event.on24.com/wcc/r/2924209/3989884C5B58ED139BE2D9AE3152B4D5
An audio replay of the conference call and webcast will be available two hours after its completion and will be accessible for 30 days. To hear the replay, interested parties may go to the investor relations section of the ServiceNow website or dial (800) 585‑8367 (Passcode: 7862176), or if outside North America, by dialing (416) 621‑4642 (Passcode: 7862176).
Investor Presentation Details
An investor presentation providing additional information, including forward‑looking guidance, and analysis can be found at http://investors.servicenow.com.
Statement Regarding Use of Non‑GAAP Financial Measures
We report the following non‑GAAP financial measures in addition to, and not as a substitute for, or superior to, financial measures calculated in accordance with GAAP.
Our presentation of non‑GAAP financial measures may not be comparable to similar measures used by other companies. We encourage investors to carefully consider our results under GAAP, as well as our supplemental non‑GAAP information and the reconciliation between these presentations, to more fully understand our business. Please see the tables included at the end of this release for the reconciliation of GAAP and non‑GAAP results.
Use of Forward‑Looking Statements
This release contains “forward‑looking statements” regarding our performance, including but not limited to statements in the section entitled “Financial Outlook.” Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make.
Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) the impact and duration of the health impact of COVID‑19 and the economic impact of safety measures to mitigate its impact, including the effectiveness, extent and duration of efforts to limit the spread and impact of the disease, such as “shelter in place” and similar government directives; (ii) our ability to compete successfully against existing and new competitors, (iii) our ability to comply with evolving privacy laws, data transfer restrictions, and other foreign and domestic standards related to data and the Internet, (iv) our ability to predict, prepare for and respond promptly to rapidly evolving technological, market and customer developments, (v) errors, interruptions, delays, or security breaches in or of our service or data centers, (vi) our ability to grow our business, including converting remaining performance obligations into revenue, adding and retaining customers, selling additional subscriptions to existing customers, selling to larger enterprises, government and regulated organizations with complex sales cycles and certification processes, and entering new geographies and markets, (vii) our ability to develop and gain customer acceptance of new and improved products and services, including those acquired through strategic transactions, and (viii) material changes in the value of foreign currencies relative to the U.S. Dollar. Additionally, these forward‑looking statements involve risk, uncertainties and assumptions, including those related to the continued impacts of COVID‑19 on our business and global economic conditions. Many of these assumptions relate to matters that are beyond our control and changing rapidly, including, but not limited to, the timeframes for and severity of social distancing and other mitigation requirements, the timing of headwinds from COVID‑19, the continued impact of COVID‑19 on new or existing customers’ purchasing decisions and the length of our sales cycles, renewal timing or billings terms, particularly for customers in certain industries highly affected by COVID‑19. Significant variation from the assumptions underlying our forward‑looking statements could cause our actual results to vary, and the impact could be significant.
Further information on these and other factors that could affect our financial results are included in our Form 10‑Q for the quarter ended September 30, 2020 and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10‑K that will be filed for the year ended December 31, 2020.
We undertake no obligation, and do not intend, to update these forward‑looking statements, to review or confirm analysts’ expectations, or to provide interim reports or updates on the progress of the current financial quarter.
About ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. For more information, visit: www.servicenow.com.
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© 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 Q4 and Full‑Year 2020 complete financial tables (download PDF)
Media Contact:
Sara Day
650.336.3123
press@servicenow.com
Investor Contact:
Darren Yip
925.388.7205
ir@servicenow.com