ServiceNow Services – the Uberization of IT, HR, and Employee Workflows
State of the Market Report

12 Feb 2021
by Yugal Joshi, Alisha Mittal, Abhishek Mundra, AS Yamohiadeen, Sangamesh Kadagad

A decade ago, enterprises expected ServiceNow to help them manage digital workflows such as IT service management and IT operations management. Over time, enterprise expectations have evolved, and enterprises are now looking for automation-focused data / outcome-driven integrated solutions, with emphasis on stakeholder experience. To address client expectations, ServiceNow’s portfolio has expanded to deliver enterprise solutions including IT, employee, and customer workflows, to drive business growth, increase resilience, and enhance employee productivity.

In this research, we provide an overview of the ServiceNow services market, typical deal characteristics, enterprise challenges and best practices, and implications for service providers. The assessment is based on Everest Group’s annual RFI process, interactions with leading enterprises and ServiceNow service providers, and ongoing coverage of the ServiceNow services market.


Market: ServiceNow

Geographic scope: global


This report provides an overview of the ServiceNow services market and studies:

  • Enterprise expectations from ServiceNow
  • Challenges with ServiceNow adoption
  • Best practices for enterprises and implications for service providers
  • ServiceNow services market overview and deal characteristics, including market size and growth, adoption trends by geography and industry, ACV/TCV trends, typical spend across the value chain, and pricing models for a typical ServiceNow engagement


Enterprise Platform Services (EPS)

Sourcing and Vendor Management


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