ServiceNow Predictions for 2019 [Webinar Preview]

ServiceNow Strategy

by Devon Clarke on December 18th, 2018

It’s hard to believe our 12 Days of ServiceNow Giving comes to a close today. Since we started two and a half weeks ago, here are some of the things we’ve shared:

But as the saying goes, all good things must come to an end (and our marketing team definitely could use a little vacation) but not before giving you the last blog of our 12 Days series.

Today’s giveaway is a sneak peek into our ServiceNow Predictions for 2019 Webinar, which will be live today (Tuesday, December 18^th) at 1:00 PM ET, 10:00 AM PT. You can register for the webinar here. If you’re reading this blog a little later, don’t sweat it! You can watch it on-demand starting at 2:30 PM ET, 11:30 AM PT!

We have a stellar panel, which includes a variety of employees across departments at Acorio. The presenters include Ellen Daley, CEO, Adam Mason, VP of Solutions and Innovation, Meghan Lockwood, VP of Strategic Marketing, Dan Lyons, Director of Technical Consulting, Dale Meyer-Curley, Senior Business Process Consultant, and James Hamilton, Senior ServiceNow Consultant. Let’s dive right on into a little preview of what they’re looking forward to most in 2019…

ServiceNow Predictions for 2019 [A Brief Preview!]

60% of clients will see ROI in 2 or more departments (e.g. IT, HR, Customer Service, Facilities, Legal)

Founded in 2004, ServiceNow started as a ticketing system with its foundation in IT Service Management (ITSM) but fast-forward 14 years and ServiceNow is quickly infiltrating other departments.

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In our ServiceNow 101 eBook, we state that ServiceNow (today) is more than just an effective tool, but a foundation for communication that builds bridges across and among functions.

But even more than that, we’re seeing that multi-products give unique case studies – like CSM for customers, but also CMDB processes to manage product/inventory – and non-traditional uses for the core areas of the platform, too. ServiceNow is expanding its reach beyond its swim lane of Service Management and we look forward to seeing how customers continue to build ROI and value by optimizing different areas of the platform beyond their initial intention.

ServiceNow will continue to innovate, having a focus on Mobile Apps, Low Code & No Code, Developer & fulfiller Experience, and Sentiment Analysis.

Not to mention, we’re betting that ServiceNow will win the #1 spot (for the second year in a row) on Forbes’ The World’s Most Innovative Companies. With ServiceNow beating out companies like Workday, Salesforce, Tesla, and Amazon in 2018, we have no doubt they’ll be thirsty to do it again.

In order to achieve that high expectation, though, what should they be looking to do? Our ServiceNow experts think it’s going to have a lot to do with Mobile Apps, Low & No Code, Developer and fulfiller Experiences, and Sentiment Analysis. Let’s focus on two of those innovations:

1. Mobile apps should (finally) become the reality.

With the acquisition of mobile platform company, SkyGiraffe, in 2017, ServiceNow promised to “deliver consumer-styled apps to the devices that they want when it matters most” with a mobile-first approach.

Our experts believe 2019 will finally be the year that “small delightful apps will do very specific things” and better serve ServiceNow customers as a whole.

2. Sentiment Analysis will be more important than Machine Learning.

sen·ti·ment a·nal·y·sis “the process of computationally identifying and categorizing opinions expressed in a piece of text, especially in order to determine whether the writer’s attitude towards a particular topic, product, etc., is positive, negative, or neutral”

Machines are getting smarter but did you know they’re now starting to improve their emotional IQ, too? We believe 2019 will be the year for natural languages to determine the opinion or feeling of someone via text or voice.

What’s the end-goal? Learn customer’s insights (automatically) so their experience with ServiceNow can be more targeted and customized and, ultimately, better.

These are just two of the five ServiceNow Predictions our experts will be discussing (and, at times, debating) today. Don’t forget to sign up for the webinar now or watch on demand later today!