TechValidate Research on ServiceNow

ServiceNow Case Study

Large Enterprise Banking Company


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.


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.


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

About This Data

This data was sourced directly from verified users of ServiceNow by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

More Research on ServiceNow