Until recently, enterprises expected ServiceNow to help them manage digital workflows such as IT service management and IT operations management. Today, they expect stakeholder-centric, automation-focused and data-/outcome-driven integrated solutions with an emphasis on stakeholder experience, even in a multichannel, complex portfolio. In fact, enterprises are realizing higher business value by reimagining processes and integrating ServiceNow with existing systems of record, systems of engagement, and systems of intelligence.

In this research, we provide an overview of the ServiceNow services market, enterprise expectations from ServiceNow, typical deal characteristics, enterprise challenges and best practices, and implications for enterprises and providers.

Scope

• All industries and geographies
• The assessment is based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading providers, client reference checks, and an ongoing analysis of the ServiceNow services market

Contents

This report examines:

• Enterprise trends and key expectations from ServiceNow
• Challenges with ServiceNow adoption
• Best practices for enterprises and implications for providers
• ServiceNow services market overview and deal characteristics, including market size and growth; adoption trends by geography, industry, and module; typical spend across the value chain; delivery footprint; and deal origin from various buyer segments

Membership(s)

Enterprise Platform Services (EPS)

Sourcing and Vendor Management