2021 ServiceNow Insight and Vision Executive Summary

  • April 27, 2021

Our third annual ServiceNow Insight and Vision Survey and Report delivers a full-scale analysis with original data and insights on the global ServiceNow ecosystem.

The report explores digital transformation in modern organizations, and how global challenges have dictated technology strategy when it comes to both employees and customers. It also looks at the ways ServiceNow is used throughout the enterprise, including challenges, results and roadmap insights.

Insight and Vision Executive Summary highlights

The 2021 report finds that digital transformation grew 20% year over year, becoming the top business initiative over service management. While many organizations were evolving towards transformation, the previous 14 months put the need for business digitization to a different level of strategic conversations – and one that, uniquely, cuts across all industries and company sizes as all have been impacted in a variety of ways.

Many enterprises were using digital to incrementally improve parts of their businesses before pandemic, but now we see these same traditional enterprises are forced to rethink their technology into a more widespread strategy and execution to serve the new needs of their operations, employees and customers.

  • 60% of organizations have been working on their digital transformation initiatives for over a year but only 14% are “almost complete” with transformation
  • 26% of organizations have started implementing AI and machine learning since the start of the COVID-19 pandemic

Amidst this growth, ServiceNow has now successfully positioned itself as a necessary tool for the world’s leading companies. This year’s survey results also reveal major platform growth amongst ServiceNow clients.

  • 86% of companies using ServiceNow reporting implementations of two or more ServiceNow products
  • 63% companies reporting implementations three or more ServiceNow products
  • 41% companies reporting implementations of four or more ServiceNow product in 2021

These numbers have jumped significantly from the numbers reported in 2019: 54%, 27%, and 12% respectively.

To get the specifics, you can download the 2021 Insight and Vision Executive Summary.

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