April 2025 | Business Value White Paper, sponsored by ServiceNow The Business Value of ServiceNow Training and Certification Gina Smith, PhD Research Director, IT Skills for Digital Business, IDC Matthew Marden Research Vice President, Business Value Strategy Practice, IDC THIS PDF USES HYPERLINKS 2Business Value White Paper, sponsored by ServiceNow April 2025 | IDC #US52829924 The Business Value of ServiceNow Training and Certification Table of Contents Business Value Highlights 3 Executive Summary 3 Situation Overview 4 ServiceNow University 5 The Business Value of ServiceNow Training and Certification 6 Study Firmographics 6 Choice and Use of ServiceNow Training and Certification 7 Business Value and Quantified Benefits of ServiceNow Training and Certification 8 Upskilling Employees 10 ServiceNow Implementation and Deployment Benefits 12 IT Service Team Benefits 14 User and Business Benefits 16 ROI Summary 19 Challenges/Opportunities 20 Conclusion 21 Appendix 1: Methodology 22 Appendix 2: Quantified Benefits of ServiceNow Training and Certification 23 Appendix 3: Supplemental Data 25 About the IDC Analysts 26 Message from the Sponsor 27 3Business Value White Paper, sponsored by ServiceNow April 2025 | IDC #US52829924 The Business Value of ServiceNow Training and Certification Table of Contents 536% three-year ROI $26,200 in annual benefits per trained/certified employee 16% productivity gain from upskilled employees 43% faster implementation/ deployment of ServiceNow 15% helpdesk team efficiencies 36% productivity gain, development teams 28% faster service request fulfillment Executive Summary Getting the right people with the right skills into the right roles — and keeping them there — has never been so difficult. The accelerating pace of technological advancement is exacerbating severe skills shortages, leaving organizations scrambling to fill critical positions and upskill current employees. Enterprises now face a daunting challenge: bridging the gap between existing talent and the evolving market demands. IDC spoke with organizations with employees who take and complete ServiceNow Training courses and Certification programs to understand the effect on their ability to support, use, and drive value with the ServiceNow platform. The study showed that employees who take ServiceNow Training and Certification better understand the platform’s functionality and capabilities. As a result, trained and certified employees are more efficient and productive, which drives benefits that IDC calculates will be worth an annual average of $26,200 per trained/certified employee ($4 85 million per organization) by: • Upskilling employees who are responsible for supporting and using the ServiceNow platform BUSINESS VALUE HIGHLIGHTS Click any link and look for the •  symbol on the corresponding page. Use the Return to Highlights button to return this page. 4Business Value White Paper, sponsored by ServiceNow April 2025 | IDC #US52829924 The Business Value of ServiceNow Training and Certification Table of ContentsReturn to Highlights • Deploying and implementing the ServiceNow platform and capabilities more efficiently and timely • Providing more robust and efficient service management to the line-of-business users, including helpdesk, case management, and incident management services • Ensuring delivery of timely, relevant, and high-quality services to end users, which boosts their productivity and drives better business outcomes Situation Overview Skills shortages are not new. However, the rise of AI, automation, and other emerging technologies now places new pressures on businesses. Finding the right people with the right skills for the right roles has never been more challenging. Retaining them is equally difficult. Rapid technological change often outpaces the workforce’s ability to adapt. Recent IDC surveys reveal the gap between available skills and market needs is widening in many enterprises. In IDC’s Global IT Skills Survey (December 2024), global organizations told IDC that a lack of skills has led to significant enterprise problems, including digital transformation delays (67%), impaired product quality (58%), product delays (54%), and lost revenue (54%).