We are humbled that ServiceNow has again been positioned by Gartner and our customers as a leader in the Gartner Magic Quadrant for IT Service Management
, for the fifth year in a row. We believe this long-held position validates the investments we’ve made to help customers transform how employees experience the world of work every day.
After five years as a leader, you might think that the shine has started to wear off. But the truth, is that we’ve never been more excited about this market and what our customers are doing with our platform than we are right now. Why?
The next revolution of this market is not about service – it’s about experiences.
Employees have come to expect mediocre experiences at work. Their expectations have been lowered year after year despite IT’s investment in new approaches and technologies. ServiceNow is setting a new standard in workplace experiences in 2018, starting with ITSM.
This is 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. We are making that experience richer, simpler and more intuitive than ever by integrating machine learning into everyday processes, so businesses can automate intelligently. We are unchaining people from their desks, so they can be connected to work from anywhere and through any device. And we are infusing product designs that bring greater ease of use for everyone from admins to execs. For example, ServiceNow’s Agent Workspace will provide agents an omni-channel, multi-tab screen layout so agents can process multiple records at the same time with full background on the incident and with plenty of contextual help pulled together into the same view. This is a better experience because agents process records faster without having to constantly switch in and out of context. This means that employees get to resolution faster and that has a direct bearing on customer satisfaction. Another example is ServiceNow Virtual Agent – a conversational bot that simulates human conversations and will be available to employees 24×7. 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 to seamlessly hand off to a human agent when needed.
ServiceNow’s leadership in the Gartner Magic Quadrant is also in part due to our 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, we are working round the world to meet customers where they are. We are actively investing across many areas to give businesses the best-in-class IT solution ServiceNow is recognized for. We are bringing easily-configurable graphical workflows that make deployments a breeze. We are infusing intelligence into everyday processes to move work faster. We are 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 advanced maturity that are able to drive real returns , but smaller businesses moving away from manual or homegrown solutions for the first time. Organizations on an average saw automation savings of $3 million and reduced 45,000 hours of waste annually from their incident and request process.
Helping customers be successful will always be at the center of everything we do. ServiceNow is not in the business of simply selling solutions to customers. We are in the business of enabling digital transformation and growth by being a strategic partner with our customers. We believe our placement on the Gartner Magic Quadrant is a reflection of our customer centricity. Thanks to all our customers for continuing to repose their faith in us.