Gartner has announced ServiceNow the leader of Magic Quadrant for the 5th year in a row, which clearly validates the investments they have made to help customers transform how employees experience the world of work every day. And even after 5 years at the top, ServiceNow is more excited than ever about what their customers are doing with the platform.
Employees have come to expect mediocre experiences at work, but this is changing with ServiceNow setting new experiences in 2018 starting with ITSM.
It’s not just about elegant software that’s easy to use, but the end-to-end experience each person has interacting with the ServiceNow platform and solutions. ServiceNow are making that experience richer, simpler and more intuitive than ever by integrating machine learning into everyday processes, so businesses can automate intelligently. They’re unchaining people from their desks, so they can be connected to work from anywhere and through any device. Employees can now get support around the clock and agents can focus on strategic priorities and let the bot respond to routine questions from employees. The bot is smart enough (not too smart I hope) to seamlessly hand off to a human agent when needed.
ServiceNow’s leadership in the Gartner Magic Quadrant is also in part due to their ability to meet customers wherever they may be in their maturity journey. From small businesses that want a simple helpdesk solution to the 40% of the Global 2000 that want the full ServiceNow portfolio, they are working around the world to meet customers where they are, actively investing across many areas to give businesses the best-in-class IT solution ServiceNow is recognised for. ServiceNow is infusing intelligence into everyday processes to move work faster, building integrations with hundreds of applications including Slack, Microsoft Teams, Facebook etc., so people can stay connected to their work through any channel. Customers will soon be able to leverage ServiceNow Change Management for DevOps. It is not only the large enterprises with an advanced maturity that are able to drive real returns but smaller businesses moving away from manual or homegrown solutions for the first time. Organisations on an average saw automation savings of $3 million and reduced 45,000 hours of waste annually from their incident and request process.
So with NowForum – London about to begin this week, and with ServiceNow also swooping #1 spot in Forbes “most innovative companies 2018”, its an exciting time for the whole ecosystem and I’m very pleased to be part of a growing technology market, helping ServiceNow customers find and attract the best ServiceNow talent.