The 2023 State of ServiceNow Report
Insights on transforming the world of work through the ServiceNow® platform
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Summary
What do people really need to make the world work with the ServiceNow platform?
We surveyed hundreds of users and partners for our 2023 State of ServiceNow Report to find out what the people behind the platform are prioritizing this year and what support they need to leverage its full potential. The results may surprise you.
Download the full report for insights into how the ServiceNow ecosystem is approaching AI, what major pain points users are searching for help to solve, and what actions partners can take today to help users feel assured and empowered in using the platform.
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Despite economic uncertainty posing as the number one challenge to businesses in 2023*, ServiceNow users are going all in on their ServiceNow investment.
Key insight: When asked what drives their ServiceNow investment decision most, the majority of users voiced customer needs and requirements as a top motivator. However, customer workflows were not the first or even second choice users elected when asked what workflows their organization planned to invest in most this year.
Find out which workflows users are prioritizing and how partners can help them better align their priorities with their spending in the full report >
3 in 4 ServiceNow users plan to increase their investment in the platform in 2024.
* “Top 9 software investment trends to watch in 2023,” Gartner, www.gartner.com/en/digital-markets/insights/top-9-software-investment-trends-to-watch-in-2023
Users are excited and optimistic about the power of AI and hyperautomation to transform industries and fuel human potential.
When asked what they believe is the greatest opportunity for digitization within their industry, users identified these 3 areas most frequently.
“I'm excited about AI. The time and money it will save our businesses is revolutionary. I'm thrilled to see ServiceNow pioneering in this way.”
Valerie
ServiceNow User & IT Manager, Fortune 100 company
Users want partners’ help maximizing their current licenses before being pitched new solutions.
Key insight: Users are looking to partners to equip them with the resources and knowledge to leverage the full potential of their solutions and prove ROI to leadership before they will be ready to hear about new licenses.
See how partners can help users expand their solutions and prove ROI for further investments in the full report >
50% of users said that their greatest ServiceNow focus in 2023 is enhancing and expanding existing solutions while an additional 16% noted that driving adoption of their current solutions was a priority.
ServiceNow users believe in the power of the RiseUp Initiative to transform their careers and organizations, but feel its success hinges on awareness.
ServiceNow users voiced which areas of the platform would be most helpful to have designated internal team members certified in.
*Users could select multiple areas
“It all comes down to awareness. Let’s be frank, ServiceNow is not yet a known name beyond the ServiceNow community like Salesforce or Oracle. Bringing the awareness of ServiceNow to the general public and that it can do beyond just IT is key to ensuring the success of the RiseUp initiative.”
Sudhir
ServiceNow User & IT Director, Fortune 500 company
