ServiceNow Services – the Uberization of IT, HR, and Employee Workflows

A decade ago, enterprises expected ServiceNow to help them manage digital workflows such as IT service management and IT operations management. Over time, enterprise expectations have evolved, and enterprises are now looking for automation-focused data / outcome-driven integrated solutions, with emphasis on stakeholder experience. To address client expectations, ServiceNow’s portfolio has expanded to deliver enterprise solutions including IT, employee, and customer workflows, to drive business growth, increase resilience, and enhance employee productivity.

In this research, we provide an overview of the ServiceNow services market, typical deal characteristics, enterprise challenges and best practices, and implications for service providers. The assessment is based on Everest Group’s annual RFI process, interactions with leading enterprises and ServiceNow service providers, and ongoing coverage of the ServiceNow services market.