Business meeting

Understanding Today’s Service Management [PPT Download]

“From its early kickstart in IT Service Management, the concept of Service Management has grown to permeate almost every facet of the enterprise.”

This is a statement we know to be endlessly true. But this statement (which happens to be the opening line of our 2019 annual Insight and Vision Executive Summary) doesn’t tell you how many players there are in the Service Management space, what the challenges or results companies are facing as they look to adopt, or details on their strategic roadmaps. We wanted these answers and we set out to find them.

Fast-forward through the survey crafting, data organization and analysis, dozens of meeting consulting with Executives, hours writing, and days designing… and you’re left with this year’s Insight and Vision data. We’ve already given you a first look at the Executive Summary and now we’re sharing our Executive Summary slide deck, that we presented at two of the recent ServiceNow Now at Work events.

Download the deck to add in the slides – complete with charts, quotes, and stats – to your upcoming business presentation. Or, skim below for a quick preview of some of the insights you’ll gain.


In 2018, only 44 percent of last year’s respondents had roadmaps, while 15 percent of individuals didn’t know if their company had one or not. Looking at this data, we can infer several issues for business using ServiceNow; missing out on crucial ROI opportunities, project “sprawl”, and lack of transparency for involved teams.

The good news for organizational success is that this year over half of the respondents report they do have a strategic ServiceNow roadmap. 27 percent of companies reported that they did not have one – a 14 percent drop from those missing a plan last year. Firms are putting these plans in place because they recognize ServiceNow’s transformative power. Careful planning helps business track and maximize revenue and bottom-line improvements from the very beginning and ensures long term success.

Want more about roadmaps? Check out slides 7 and 8 in the Executive Summary presentation deck

At the same time that the “no roadmap” responses shrunk, a new challenge sprung up. This year, the group of individuals who replied “I don’t know whether my organization has a holistic ServiceNow strategy” grew by nearly five percent.

“The Organizational Change Management has been the most difficult part. Moving our organization from a “ticketing” mindset to a Service Management mindset has been a challenge. That, along with changing priorities and no clear plan, makes it difficult to get traction in the organization” –Director at an Education Organization

The growth in this area is not a good sign. We see over and over again that the clients who successfully drive business results and transformation via the ServiceNow platform always have a well communicated, clearly defined plan. Further, that roadmap should include Organizational Change Management (OCM) strategy to help their organizations cope with the changes ahead – and understand the overall digital transformation and ServiceNow strategy. Companies should enmesh OCM into their technical strategies to improve engagement and adoption rates.

We are seeing customers starting to look at ESM from the end-users in, versus the legacy view of ticketing took a fulfiller-out view.


“More efficient workflows” comes out as the top result of implementing the ServiceNow platform, for the second year in a row. At nearly a 65 percent response rate, this mirrors ServiceNow’s messaging solidifying their core competitive differentiation – digitizing workflows on the Now Platform in the IT, Employee, and Customer spheres of the business to drive efficiency and reduce pain points.

But workflows aren’t the only way to measure efficiency. Reduced time to address an incident pulled in 51 percent of responses and increased automation accounted for another 50 percent of results. As the platform and those using it continue to mature and workflows become more efficient, expect metrics such as increased automation, reduced time to address an incident, and reduced downtime to continue to trend upwards. For example, we are seeing many firms today re-evaluate the steps required to execute a process or workflow – requiring only critical approvers at each stage of the journey to speed up delivery and eliminate wasted or invaluable time.

To make it even easier for you to add a few of these stats and charts to your next PowerPoint, or to just share with your team, we’ve made a set of slides just for you. Download your ServiceNow Insight and Vision Executive Preview Slides here.

Don’t see the facts you’re looking for? Feel free to reach out to our ServiceNow experts to get the answers you need, here.

Service Management Initiatives insight slide deck preview