TechValidate Research on ServiceNow

These pages present data that TechValidate has sourced via direct research with verified customers and users of ServiceNow. TechValidate stands behind the authenticity of all published data. Learn more »



565 Customers Surveyed

4,808 Data Points Collected

8 Published TechFacts

16 Published Charts

3 Published Case Studies



Selected Research Highlights


ServiceNow Customer Research

Approximately what percentage of your technology work falls outside of the formal intake process (ad hoc requests, tickets, etc.)?

0-5%
10%
6-10%
21%
11-15%
16%
16-20%
19%
>20%
34%

ServiceNow Case Study

S&P 500 Banking Company

Introduction

This case study of a S&P 500 banking company is based on a September 2020 survey of ServiceNow customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select ServiceNow:

  • Said the following led them to take ServiceNow Technical training:
    • To leverage the ServiceNow platform for business outcomes
    • Wanting pre-implementation expertise

Use Case

The key features and functionalities of ServiceNow that the surveyed company uses:

  • Is leveraging the following ServiceNow business fuctions:
    • IT Service Management and IT Asset Management
    • HR Service Delivery
    • Customer Service Management and Field Service Management
    • IT Business Management
    • Governance, Risk and Compliance
    • Security Operations
    • IT Operations Management
  • Took their Technical training classes after the implementation of ServiceNow.
  • In addition to the Technical training they attended, they also leverage:
    • User enablement (developed by ServiceNow)

Results

The surveyed company achieved the following results with ServiceNow:

  • After their ServiceNow Technical training have experienced the following:
    • Learned new capabilities
    • Functionality improvement
  • Has increased their ServiceNow platform usage by up to 10% as a result of their training.
  • As a result of their training are now using 50-75% of the ServiceNow platform.
  • When asked their level agreement with the following statements, they said the following:
    • they would revisit ServiceNow training for future projects: strongly agree
    • ServiceNow training had a positive impact on their ability to be successful in their job: strongly agree
    • they have more confidence with the platform capabilities: strongly agree
    • they are more likely to expand their use and adoption of ServiceNow solutions: strongly agree

ServiceNow Customer Statistic

ServiceNow Technical training improves customer functionality

After their ServiceNow Technical training, 61% of surveyed organizations said they had functionality improvement.

61%

ServiceNow Customer Statistic

Strengthen your ability to be success at work

88% of surveyed organizations said they agree that ServiceNow training had a positive impact on their ability to be successful in their job.

88%

ServiceNow Customer Research

Less than 1/4 of Servicenow customers expect training to be split out from our primary end-to-end proposal

As an IT professional, where do you expect to see the planning and proposal of training services included?

Within the end-to-end proposal as part of the primary solution: 51%
Scoped and positioned separately: 23%
No preference: 27%

ServiceNow Case Study

Large Enterprise Banking Company

Introduction

This case study of a large enterprise banking company is based on a September 2020 survey of ServiceNow customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select ServiceNow:

  • Said the following led them to take ServiceNow Technical training:
    • To leverage the ServiceNow platform for business outcomes
    • A transition from a different supplier

Use Case

The key features and functionalities of ServiceNow that the surveyed company uses:

  • Took their Technical training classes after the implementation of ServiceNow.

Results

The surveyed company achieved the following results with ServiceNow:

  • After their ServiceNow Technical training have experienced the following:
    • Learned new capabilities
  • Has increased their ServiceNow platform usage by 50-75% as a result of their training.
  • As a result of their training are now using 50-75% of the ServiceNow platform.
  • When asked their level agreement with the following statements, they said the following:
    • they would revisit ServiceNow training for future projects: agree
    • ServiceNow training had a positive impact on their ability to be successful in their job: agree
    • they have more confidence with the platform capabilities: agree
    • they are more likely to expand their use and adoption of ServiceNow solutions: agree


More to Explore



About ServiceNow

ServiceNow gives you the power to make work, work better—no matter the circumstances. So employees can be productive, wherever they are. And customers can get what they need, when they need it.

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