ServiceNow Value Scan: Australia data 2019-2020
What: By analysing data from Australian organisations hosted on the ServiceNow Platform, the Value Scan shows a strong increase (15.2%) across three dimensions of reach, workload, and automation, between 2019-2020.
During this period, automation levels increased by 15.3% as increased demands forced companies to automate at scale. At the same time, the acceleration of hybrid work combined with health and safety concerns fuelled the rapid development of custom apps with the ServiceNow Platform.
Pandemic-fuelled surges in remote working, distance learning, and online shopping, also saw the number of digital solutions run on the Now Platform increase by 34.6%. This was the result of customers applying technology to a greater number of use-cases to better connect people, processes, and systems, increasing ServiceNow workloads across IT, customer, and employee operations.
How: ServiceNow’s Value Scan measures key performance indicators for more than 7,000 companies and government agencies that host operational data on the ServiceNow Platform. In Australia, data comes from more than 370 large organisations, across all industries. This provides unique visibility into how organisations are using AI and machine learning to transform operations. The Value Scan analyses data covering three dimensions:
- Reach: How many people are using the Now Platform
- Workload: How intensively ServiceNow’s core workflows (IT, employee, customer) are being used, and how many use cases they are applied to
- Automation: How many custom workflows are being developed, how many systems are integrated into workflows