As
ServiceNow establishes enterprise dominance in a bid to become the
"platform of platforms", digital transformation has overtaken service
management as the top strategic priority for businesses, according to
data released by Acorio, an NTT DATA company and the largest
pure-play ServiceNow consultancy. This release is the third annual
ServiceNow Insight and Vision Report, and the only full-scale analysis
with original data and insights on the Global ServiceNow ecosystem.
This
first look Executive Summary comes from the largest global survey
focused exclusively on ServiceNow and Technology Transformation. With
nearly 500 responses, this year's report is the company's largest study
conducted to date.
The
Elite ServiceNow Partner's inaugural survey took place in 2018 after
recognizing the gap in existing technology and platform insights. Since
then, it has published three additional surveys, including a COVID-19 impact survey and report in 2020, with subsequent reports, conference presentations, webinars, and more.
With the full 2021 ServiceNow Insight and Vision Report scheduled to be released in May, this 25-page Executive Summary shares
the big picture look at Digital Transformation in modern organizations,
how global challenges have dictated technology strategy when it comes
to both employees and customers, and how ServiceNow is being utilized
throughout the Enterprise (including challenges, results, and roadmap
insights).
"I
cannot think of a year that first-person data could be more important,"
shares SVP of Acorio, Ellen Daley. "With a backdrop of seismic changes
to all levels of business and industries - we have seen a new rise in
digital transformation initiatives and interest at the executive level.
We know that ServiceNow's role in empowering that transformation is
growing - and are so thrilled to share new first-person data to help
address the questions we are continuously fielding surrounding return to
work and the future of technology strategy."
Digital
transformation grew 20 percent year-over-year, becoming the top
business initiative over Service Management. While many organizations
were evolving towards transformation, the past 14 months have put the
need for business digitization to a different level of strategic
conversations - and one that, uniquely, cuts across all industries and
company sizes as all have been impacted in a variety of ways by the
Global health crisis and ensuing response.
Where
before COVID-19 many enterprises were using digital to incrementally
improve parts of their businesses, we now see these same traditional
enterprises were forced to rethink their technology into a more
wide-spread strategy and execution in order to serve the new needs of
their operations, employees and customers.
- 60
percent of organizations have been working on their digital
transformation initiatives for over a year but only 14 percent are
"almost complete" with their transformation.
- 26 percent of organizations have started implementing AI and machine learning since the start of the COVID-19 pandemic.
Amidst this growth, ServiceNow has now successfully positioned itself as a necessary tool for the world's leading companies.
This
year's survey results also reveal major platform growth amongst
ServiceNow clients with 86% of companies using ServiceNow reporting
implementations of two or more ServiceNow products, 63% companies
reporting implementations three or more ServiceNow products, and 41%
companies reporting implementations of four or more ServiceNow product
in 2021. These numbers have jumped significantly from the numbers
reported in Acorio's 2019 report, 54%, 27%, and 12% respectively.