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ServiceNow trends

Deloitte’s perspective on innovation in the enterprise space

Keeping track of trends around one of the most innovative companies in the world is not an easy task. Informed by experience delivering ServiceNow-enabled transformation programmes over the past ten years, Deloitte aims to reconcile broader market trends and contemporary business challenges with ServiceNow-driven innovation in the latest ServiceNow Trends Report.

Current ServiceNow trends

In this report, Deloitte examines 10 trends and their relevance to businesses based on three factors: Core capability brought by the platform, Industry & sector solution impact and Service provider impact. For this update, the following trends will be analysed:

1. Internal client service delivery: Transformation at scale

Organisations are starting to look at the ecosystem of all partners and service providers they depend on, recognising that there is a better and smarter way to consolidate, standardise, improve and optimise delivery of services across their global footprint.

2. External client service delivery: Integrating global service delivery teams

Organisations looking to deliver consistent services to their customers with predictable quality, cost, compliance and impact in an increasingly global marketplace can only do that by digitising and transforming the delivery of their services. With the introduction of Customer Service Management (CSM) and Field Service Management (FSM), supported by the core platform capabilities such as localisation, AI/ML, agent desktop, service catalogue, service mapping and Service Level Management, ServiceNow differentiates itself as one of very few platforms that can provide an integrated digital platform for global client service delivery

3.Democratising access to AI/ML

The value that Machine Learning and Artificial Intelligence capabilities can deliver is significant but so is the investment required to stand up the capability. ServiceNow is investing significantly in accelerating the delivery of these AI/ML capabilities to market. For many clients, this will be the sure way to realise more value from the platform.

4.AI and ML enabled customer support

As clients move toward improving their customer services experience, Deloitte is seeing: an integration with CRM solutions to improve on customer context, an integration of support with field service management and adoption of product management solutions to provide visibility to product teams.

5.Data driven approach to business process digitisation, optimisation and automation

ServiceNow’s strategic partnership announcement with Celonis is a significant new opportunity: With Celonis’ ability to leverage data to discover, monitor, and improve processes as they are, and ServiceNow’s low code/no code capability to rapidly create digital workflows, organisations will have the opportunity to accelerate the pace of change and the way they execute processes, and improve transparency of value realised from their investment

6.Disrupting legacy enterprise architecture

ServiceNow core platform capabilities and Low code no code (LCNC) engine enable organisations to execute on legacy architecture transformation with a level of insight, scale and speed not available before

7.Rise of industry solutions on ServiceNow

With their integration capabilities and digital workflows, ServiceNow is developing industry solutions that are light weight and can work with both existing applications and to rationalise and replace legacy systems with modern digital workflows. ServiceNow officially has solutions across Education, Energy & Utilities, Financial Services, Telecommunications, Healthcare and Government and Deloitte expects this innovation to continue.

8.Environmental, social and governance

A comprehensive strategy is required for reporting on many aspects of ESG-related activities and keeping up with an increasingly complex regulatory landscape, especially for organisations operating across multiple global jurisdictions. Clients are starting to look at the ServiceNow platform as a serious contender for data capture, management and reporting on their ESG related data.

9.Business resilience

Organisations are increasingly using ServiceNow ITM capabilities to map business services to the technology they depend on. Through that view, organisations can better understand the risks of legacy infrastructure and technology-enabled availability and performance of their business services and have insight into the supply chain they depend on to deliver these services.

10.Operating to innovate

ServiceNow’s expansion from an IT focussed solution to a platform for enterprise workflows drives the need for new strategies for governance, operations and sustainment of the ServiceNow platform across the enterprise. Deloitte expects to continue seeing an emergence of innovating models around Operate service delivery for ServiceNow.

Core capability brought by the platform, Industry & sector solution impact and Service provider impact. For this update, the following trends will be analysed:

About Deloitte and ServiceNow

Deloitte helps clients enhance business outcomes by leveraging ServiceNow as an end-to-end digital workflow platform. We don’t just leverage ServiceNow to automate your current processes: We reimagine how work gets done, delivering material improvements in revenue and cost reduction with higher job satisfaction. As a leading Global Systems Integrator and ServiceNow’s Americas Partner of the Year 2022, Deloitte applies its breadth of industry and technology experience to help clients extract value from this powerful technology to create a united workflow with one platform.

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