We’re delighted to be named as a Leader once again in the Gartner
Magic Quadrant. That’s six consecutive years that we believe,
Gartner and our customers have validated our efforts and success in
transforming the employee experience with ServiceNow® IT
Service Management (ITSM).
Gartner’s recognition only adds to our energy, excitement, and
commitment as we continue to bring more innovations to our customers
via the Now
Platform®, which is the foundation for all our solutions. Let’s
walk through some of these new developments.
ServiceNow is ushering in the
next-generation enterprise where mobile apps get work done with simple
swipes and taps. And we are inspired by our customers whose creativity
and innovations on the Now Platform blaze the trail in unlocking the
power of the digital enterprise.
Machine learning built into the
Now Platform drives incredible efficiencies and automation.
Intelligent workspaces unleash new levels of technician productivity.
We pack powerful capabilities into the Now Platform and abstract away
the complexity, so that IT and business leaders can easily deliver the
employee experiences they envision. This enables customers to boost
operational efficiency with digital workflows, empower new levels of
employee self-service, and accelerate business growth on the Now Platform.
The demands of the workforce are changing
leaders need to understand the big picture. The workforce is changing
rapidly as are the demands of the employees who expect tasks at work
to be as simple as ordering on Amazon, getting an Uber ride, or
reserving a table for dinner with a couple of clicks on a smart phone.
Next-generation mobile capabilities
leaders get this, and they know that ITSM is at the forefront of
delivering that transformation. This is why ServiceNow is bringing
next-gen mobile capabilities to the enterprise. With our mobile
solution, employees can simplify everyday moments such as asking
questions and getting help from across departments with simple taps
There’s even a mobile app for onboarding new employees. Upon
acceptance of the offer letter, a new hire uses the app to complete
the tasks needed before the start date so they can be productive from
Using voice commands with mobile app
The Virtual Agent
feature built into the Now Platform understands natural human language
so employees can effortlessly get to resolution without the need for
human agent involvement.
For example, an employee saying, “I cannot connect to the VPN” or
“How do I reset my password?” prompts Virtual Agent to provide the
step-by-step troubleshooting required for resolution. The integrations
with Siri and Google Voice allow employees to simply use voice
commands to interact with the ServiceNow mobile application. As a
result, customers are reporting greater levels of incident deflection
and employee satisfaction.
Great work experiences require an efficient IT organization
Delightful employee experiences are possible when the service desk
has simple and effective ways to drive that experience. New agent
workspaces from ServiceNow are boosting service desk productivity by
bringing together in one place all the information IT staff members
need to do their jobs.
Built-in machine learning accelerates issue resolution by not only
automatically assigning incoming issues, but also automatically
proposing solutions to agents. From proactively flagging major
incidents to proposing solutions based on similar issues solved in the
past, machine learning is freeing up staff to focus on more strategic,
In the same vein, Vendor Manager Workspace gives vendor managers a
single destination to see all vendor information including profile,
performance, and service satisfaction.
Pushing the boundaries
ServiceNow continues to push the
boundaries of what is known and accepted by bringing to the market top
notch service experiences and cross-departmental digital workflows on
the powerful Now Platform. The IT Staff—the enabler of those
experiences—is finding itself at new levels of efficiency and job satisfaction.
As IT leaders around the world use ServiceNow ITSM to catalyze their digitalization
and cultural transformation, we are excited to see the impact and inspiration with which these leaders
are generating business growth and value. We believe that our focus on
customer needs and customer success is what has helped us
be named a Gartner Magic Quadrant Leader for six consecutive years.
It’s ingrained in ServiceNow culture and it inspires us to make the
world of work, work better for people.