Year in Review: 5 of the Biggest Pieces of ServiceNow News from 2020

The last week of the year. It seems that every year around this time the internet floods with lists. Top songs, best movies, biggest achievements, they all get rounded up at the end of the year.

And who would we be if we didn’t jump in? Yesterday we did a list of our top 10 client go-lives and today we’re showcasing ServiceNow – giving you a list of the top five pieces of ServiceNow company news from the past year.

1. January kicked off the year with two additional ServiceNow acquisitions.

Right after the first of the year, ServiceNow announced their acquisitions of both Loom Systems and Passage AI. The Loom System Acquisition will strengthen ServiceNow’s AIOps capabilities to help companies prevent and fix IT issues before they become problems, while PassageAI will advance ServiceNow’s native AI capabilities to help work flow more smoothly across the enterprise, in all major languages.

Both showcase ServiceNow’s ongoing commitment to AI advancement and there is no doubt that we will be seeing the effects of both companies in the 2021 product releases.

In addition to Loom and Passage, throughout 2020 ServiceNow also acquired Sweagle, a configuration data management company, and Element AI, a company with world‑class scientists and practitioners who will bring expertise in applying modern AI to text and language, chat, images, search, question response, and summarization and will accelerate AI innovation natively in the Now Platform. With the acquisition of Element AI, ServiceNow will create an AI Innovation Hub in Canada to accelerate customer‑focused AI innovation in the Now Platform.

2. Throughout every turn of the year, ServiceNow put their employees first.

From announcing their no-layoff pledge at the beginning of COVID-19 to utilizing their own COVID-19 emergency apps and workflows, ServiceNow lived up to their Top Workplaces principles.

“We want our employees focused on supporting our customers, not worried about their own jobs. We are committed to no layoffs for 2020. We are continuing to hire worldwide.” – Bill McDermott, CEO, ServiceNow

Most recently they talked about their new benefits and continued work-from-home arrangements to support the diverse needs of their employees as the pandemic continues around the world. It is a bold model for any company to aspire to.

3. COVID-19 showcased why ServiceNow is the ideal Enterprise Platform for modern businesses.

Emergency apps. 100% instance uptime. Return to Work Experience pack. New community forums. Situational Adaption Planning. App suggestions Portal. Safe Workplace apps.

These are just a few of the steps that ServiceNow took at the start of the COVID-19 pandemic. As the days turned into weeks, they very quickly realized that they are in the perfect position to lead their clients through the crisis.

“We are answering this question [how can we help?] by turning to our purpose: we make the world of work, work better for people.” – Bill McDermott, CEO, ServiceNow

The COVID economy has exposed weak links in old value chains, driving a workflow revolution. Organizations that struggle to digitally transform and create great experiences for customers, employees and partners in this new work environment are being left behind. According to IDC, 45 percent of organizations are now in economic decline or recession, with 64 percent of organizations planning to be early adopters of emerging tech.

Those organizations that are digital laggards are more inclined to seek out emerging tech as a means of catching up. With nearly 80 percent of the Fortune500 leveraging the Now Platform, ServiceNow is committed to delivering solutions that will help companies on their digital transformation journeys, whether their workforce is remote or planning an eventual return to the workplace.

4. In 2020, ServiceNow dove deep into strategy. 

Throughout the year, ServiceNow has announced several new initiatives that make it clear that McDermott and the entire ServiceNow team are focusing very carefully on their strategy, gearing up for continued growth. They started with announcing a new industry solutions strategy to deliver workflows that help companies in specific industries address their unique digital transformation challenges and create value at scale. While ServiceNow said that they will initially focus on developing industry solutions for banking and telecommunications we have already seen them expanding further into Healthcare, Retail, Manufacturing, and more.

After the industry announcement, ServiceNow released their expanded partner programs and industry‑aligned solutions during the digital Knowledge conference. ServiceNow Partner Industry Solutions is a new marketplace that showcases partner solutions designed to address the industry‑specific workflow and digital transformation needs of our joint customers.

The formalizing of these industry solutions and the Partner ecosystem that is delivering the results to ServiceNow’s clients is an incredible step in the company’s maturity, assuring both users and investors that the company intends to grow for a very long time.

5. ServiceNow topped the charts across multiple analyst reviews.

This last point is really a list within a list, but we couldn’t not talk about ServiceNow’s outstanding performance among Gartner’s annual Magic Quadrant lists. Below find just a few that ServiceNow was named to in 2020.

  • Leader in 2020 Gartner Magic Quadrant for CRM Customer Engagement Center
  • Leader in 2020 Gartner Magic Quadrant for Software Asset Management Tools
  • Leader in 2020 Gartner Magic Quadrant for IT Risk Management
  • Leader in 2020 Gartner Magic Quadrant for IT Vendor Risk Management Tools
  • Leader in 2020 Gartner Magic Quadrant for LCAP
  • Leader in 2020 Gartner Magic Quadrant for IT Service Management Tools *for the 7 th consecutive year!

While there are so many additional pieces of ServiceNow news from the past year, that rounds out our top five. But we don’t just want to look back, we also want to look forward… which is why a handful of our executives and experts sat down to discuss their ServiceNow and industry predictions for 2021. Listen to the full webinar on-demand here.