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 »



1,289 Customers Surveyed

9,959 Data Points Collected

11 Published TechFacts

16 Published Charts

3 Published Case Studies



Selected Research Highlights


ServiceNow Customer Statistic

After their ServiceNow Technical training, 65% of surveyed organizations said they had functionality improvement.

65%

ServiceNow Customer Research

Learn new capabilities and improve your performance

Which of the following benefits have you experienced since your ServiceNow training?

Learned new capabilities
96%
Efficiency improvement
54%
Performance improvement
38%
Functionality improvement
65%
Reduced support incidents
16%

ServiceNow Customer Research

Plan IT & business portfolios is the fitness element focused on effective adaptive planning in response to changing needs and circumstances.

What level of fitness is your approach to planning?

Level 1 – Traditional planning. Annual planning based on departmental business cases and leadership driven selection / approval.
25%
Level 2 – Long- & short-term planning. Formal, often quarterly, reviews as an overlay to the ingrained traditional planning processes.
29%
Level 3 – Real quarterly planning. Annual budget allocations with approvals on a quarterly basis. Strategy delivery and PMO functions contributing to approvals.
16%
Level 4 – Strategic & operational planning. Top down planning based on needs with expectation that those needs will evolve. Agility being built into delivery to deliver that change.
23%
Level 5 – Optimized adaptive planning. Planning and delivery fully integrated to allow for real time adjustments. Organizational agility driving decisions and responses.
8%

ServiceNow Case Study

Global 500 Transportation Services Company

Introduction

This case study of a Global 500 transportation services company is based on a July 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:
    • A brand new deployment

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
  • Took their Technical training classes during 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 25-50% as a result of their training.
  • As a result of their training are now using 25-50% 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: agree
    • they have more confidence with the platform capabilities: agree
    • they are more likely to expand their use and adoption of ServiceNow solutions: strongly agree

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

ServiceNow Customer Satisfaction

91% of surveyed organizations are likely to recommend ServiceNow.*

91%


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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