TechValidate Research on ServiceNow

16 Charts


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 Customer Research

Managing application portfolios demonstrates fitness by optimizing the application portfolio for better business performance.

How do you assess your organization’s current fitness level?

Level 1 – Basic application inventory. Inventory of digital assets being developed, usually spreadsheet based with manual updates.
19%
Level 2 – IT focused understanding of applications. Central repository for inventory management supporting improved management. Combination of manual and automated updates.
47%
Level 3 – Aligning applications to business. Digital assets now map to business capabilities, providing context for effective management.
19%
Level 4 – rationalization & portfolio level management. Assets now managed to improve the business; asset inventory becomes decision support tool.
12%
Level 5 – Completely integrating technology & business functions. Total visibility into all assets and capabilities. Business leaders have context for reviewing assets and inventory drives decisions.
3%

ServiceNow Customer Research

What is the plan for the future of the business and IT relationship?

To maintain it as is
3%
To seek to improve it
69%
To fundamentally redefine it
28%

ServiceNow Customer Research

Approximately how long does it take for a change to be implemented on a key strategic initiative from the time the need for the change is identified?

3-5 days
13%
1-2 weeks
17%
2-4 weeks
17%
>4 weeks
53%

ServiceNow Customer Research

Approximately what percentage of your technology portfolio falls outside of central technology portfolio management – managed by business areas, isolated islands of technology, etc?

0-5%
20%
6-10%
36%
11-15%
10%
16-20%
14%
>20%
20%

ServiceNow Customer Research

Managing application portfolios demonstrates fitness by optimizing the application portfolio for better business performance.

How do you assess your organization’s current fitness level?

Level 1 – Basic application inventory. Inventory of digital assets being developed, usually spreadsheet based with manual updates.
19%
Level 2 – IT focused understanding of applications. Central repository for inventory management supporting improved management. Combination of manual and automated updates.
47%
Level 3 – Aligning applications to business. Digital assets now map to business capabilities, providing context for effective management.
19%
Level 4 – rationalization & portfolio level management. Assets now managed to improve the business; asset inventory becomes decision support tool.
12%
Level 5 – Completely integrating technology & business functions. Total visibility into all assets and capabilities. Business leaders have context for reviewing assets and inventory drives decisions.
3%

ServiceNow Customer Research

Scaling work from traditional to agile methods is the fitness element concerned with creating a more agile organization and embracing organizational agility.

What stage of fitness has your organization reached?

Level 1 – Agile adoption. Project level agile, largely confined to IT.
27%
Level 2 – Growing agile. Expansion of agile to more projects and business areas, still at the project level.
35%
Level 3 – Scaling agile. Agile center of excellence created; agile begins to scale to strategic business areas.
19%
Level 4 – Agile portfolio planning. Lean and SAFe introduced as business begins to optimize and strategic planning embraces agile.
12%
Level 5 – Business agility. Business agility is achieved with the organization responding to shifting threats and opportunities efficiently and effectively. Operations, investments and strategies can be adjusted with minimal disruption.
7%

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 Customer Research

Managing IT costs is the fitness aspect that looks to optimize your technology investment portfolio to position IT as an integrated part of the business.

How fit is your organization?

Level 1 – IT driven execution. Some insight and understanding into where money is spent, and some separation between operations, projects and support. But no clarity, and reactive management.
5%
Level 2 – Identifying IT & business demands. Proactivity begins. Intake controls how work comes to IT to create a single, central work channel.
26%
Level 3 – Prioritizing on objectives. Work is now prioritized based on business needs and all resources (people and money) in IT are managed to optimize business performance.
34%
Level 4 – Proactively adjusting the IT portfolio. Active IT governance that proactively adjusts work and priorities based on evolving business needs.
16%
Level 5 – Aligned IT & business outcomes. Business and technology governance are integrated with IT a thought leadership function. The CIO is a vital part of business leadership.
18%

ServiceNow Customer Research

Aligning IT strategy is the element of fitness concerned with taking IT from a cost center to a business partner.

Where do you see your organization in that fitness continuum?

Level 1 – IT centric. It operates as a silo; work is prioritized based on technology needs.
2%
Level 2 – Alignment to IT business needs. IT leadership understands the need to support business areas and prioritize accordingly.
31%
Level 3 – Prioritizing IT & business investments. IT reinvented as internal service provider; recognized as an expert and evolving from action focused to thought leadership.
26%
Level 4 – IT is a valued partner. IT evolves to become strategic partner, adjusting internal priorities to remain aligned with the business. All work contributes to strategy, not just projects and the foundation for digital transformation is set.
31%
Level 5 – A fully aligned organization. Digital transformation has occurred or is occurring and IT no longer exists as a separate entity but is accepted as part of the business, not just an extension of it.
10%

ServiceNow Customer Research

92% of customers agree that training has made them more confident with the platform capabilities

When asked the level of agreement that when asked if they have more confidence with the platform capabilities, organizations said:

Strongly agree: 49%
Agree: 43%
Somewhat agree: 7%
Disagree: 1%

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

As a result of your training, do you agree with the following statements?

Strongly agree Agree Somewhat agree Disagree
I would revisit ServiceNow training for future projects

59%

31%

8%

2%

ServiceNow training had a positive impact on my ability to be successful in my job

47%

41%

9%

3%

I have more confidence with the platform capabilities

49%

40%

8%

3%

I am more likely to expand my use and adoption of ServiceNow solutions

51%

35%

12%

2%

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 Customer Research

Primary drivers for training demand…

What led you to take the ServiceNow Technical training?

Increase adoption
37%
Leverage the ServiceNow platform for business outcomes
52%
Brand new deployment
32%
Platform upgrade (new business functions added)
23%
Transitioning from a different supplier
13%
Pre-implementation expertise
23%
Other
15%

ServiceNow Customer Research

Where training impacts Servicenow customer success the most…

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

Learned new capabilities
94%
Functionality improvement
61%
Efficiency improvement
56%
Performance improvement
39%
Reduced support incidents
13%



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