ServiceNow Named a Leader in Enterprise Service Management by Independent Research Firm
October 10 2019 - 1:17PM
Business Wire
ServiceNow recognized as the largest ESM player
in the market with one of the clearest and broadest strategic
visions
ServiceNow (NYSE: NOW), the leading digital workflow company
making work, work better for people, has been named a leader in The
Forrester Wave™: Enterprise Service Management, Q4 2019. According
to the report, ServiceNow “has been investing in automation and
intelligence, ease of use, DevOps, and its position as an
enterprise platform.”
According to the report, “ServiceNow is the largest ESM player
in the market and currently the dominant player in the large
enterprise market. With one of the clearest and broadest strategic
visions out there, this vendor has been investing in automation and
intelligence, ease of use, DevOps, and its position as an
enterprise platform…ServiceNow continues to rise above its
competition in the sheer breadth and depth of its portfolio, from
HR service delivery to finance operations to IT operations
management to a dedicated employee onboarding module.”
“ServiceNow is transforming the world of work, delivering
workflows that create great experiences and unlock productivity
across the enterprise – from IT and HR to Customer Service and
Finance,” said Pablo Stern, Senior Vice President of IT Workflow
Products at ServiceNow. “We believe that this recognition by
Forrester underscores our commitment to enabling and accelerating
digital transformation as well as our established leadership
position elevating experiences across the enterprise.”
ServiceNow continuously shapes the Enterprise Services
Management market, offering customers benefits that include:
- Expanding supported non-IT use cases: Providing an
ever-increasing number of natively supported enterprise use cases,
across areas such as finance, legal, customer success management
(CSM), and more with premade portals, workflows, and even asset
types.
- Emphasizing service management intelligence: Meeting
customer demand with application of machine learning capabilities,
such as natural language processing in incident management, to
assist with identification/classification.
- Innovating in core ITSM: In adapting to the pressures
from DevOps and cloud-native, ServiceNow and other leading vendors
are increasingly improving their support for processes such as
configuration/change and incident management, continuously
introducing new features such as Kanban work management systems,
container support, and incident management collaboration/swarming
capabilities.
In 2018, 65% of global enterprise infrastructure decision makers
said they had adopted ESM, with another 18% planning to adopt it in
the next 12 months (Source: Forrester Research, Inc., Three Trends
Are Transforming The Service Desk, Charles Betz, Will McKeon-White,
October 2, 2019).
With ServiceNow, a train operating company in the UK modernized
and streamlined IT infrastructure and applications to a single
source of truth resulting in employees’ full visibility across
processes and data, and the company’s Net Promoter Score going from
mid-20s to averages between 70 to 80.
ServiceNow’s ESM solutions offer a streamlined platform for
Enterprise Services by extending ITSM platform capabilities beyond
technology services into business-centric automation use cases to
transform the way work gets done. Key benefits of ServiceNow’s
Enterprise Service Management automation solutions include:
- Providing a great customer and employee experience across all
functions
- Automating process across the organization to drive new levels
of efficiencies
- Improving collaboration across teams to foster innovation
A complimentary copy of the report is available here.
About ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better
for people. Our cloud‑based platform and solutions deliver digital
experiences that create great experiences and unlock productivity
for employees and the enterprise. For more information, visit:
www.servicenow.com.
© 2019 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, Now Platform, and other ServiceNow marks are
trademarks and/or registered trademarks of ServiceNow, Inc. in the
United States and/or other countries. Other company names, product
names, and logos may be trademarks of the respective companies with
which they are associated.
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ServiceNow Jim Brady, 408-482-4719 jim.brady@servicenow.com
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