skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration

Ovum view

Summary

Improving the way in which employees collaborate, recognizing and acting on change initiatives, and increasing employee productivity are key objectives of any digital transformation effort. The recent ServiceNow NowForum event in London showcased how the ServiceNow enterprise service management (ESM) platform is supporting customers in realizing this vision.

Adoption of ServiceNow beyond the IT department is increasing

In most cases, the adoption of ServiceNow beyond the IT department is a result of the support and guidance provided by the IT function. A common scenario is one where IT has realized value from the ServiceNow solution and then leads a project that broadens the usage internally, enabling other business units to better understand how the solution could help them in achieving their goals and objectives. Increasingly, however, interest is coming from these business units directly.

Multiple presentations at this year’s NowForum highlighted how other business units can and are gaining value from ServiceNow. From the perspective of HR, for example, technology that can help improve organization-wide collaboration and the efficiencies that can be realized as a result of greater departmental integration are common objectives. Specifically, HR teams want to improve reporting, benefit from automated workflow, and have a single system of information.

The integrated, cross-departmental service layer that enterprise service management solutions such as ServiceNow can help organizations develop are valuable in helping companies execute against a digital transformation strategy. ESM can help break down silos between business units, and can help organizations improve collaboration and heighten productivity through wider automation of cross-departmental processes that support business outcomes. In addition such an approach can deliver more information to a wider variety of employees, helping to increase the value derived from this data, while also reducing work duplication.

Appendix

Further reading

2016 Trends to Watch: IT Service Management, (October 2015)

Author

Adam Holtby, Research Analyst, Infrastructure Solutions

adam.holtby@ovum.com

Recommended Articles

  • Service Provider Markets, Consumer & Entertainment Services,...

    MWC 2018 Highlights

    By Ronan De Renesse 27 Feb 2018

    Over 20 of our senior Ovum analysts and consultants attended this year’s Mobile World Congress in Barcelona at the end of February. In between meetings, briefings and presentations, our analyst team were blogging and tweeting about key developments, trends and rumors. Have a look through our daily MWC 2018 Highlights to find out what happened.

    Topics 5G AI IoT Cloud Payments SDN/NFV Smart home

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now