Blog Layout
> Back to Browse our resources
What ServiceNow Users are Saying in the First Half of 2023
Jun 19, 2023

We have learned that ServiceNow users are people in constant change and partners are looking for solutions and advice on improving their customer approach. And let us tell you, it's not all about plastering a smile on your sales team's face or cracking a few jokes. It's about truly understanding, not just deducing.


Picture this: The first half of this year was a whirlwind of connection and collaboration with ServiceNow users. We seized every live event opportunity, igniting meaningful discussions and lending an attentive ear to their deepest challenges, aspirations, and unique perspectives. Our mission? To unravel their pain points, address their needs, and unveil the hidden treasures of untapped opportunities.


Here are the insights we found:

Table of Contents

  • Timeless ServiceNow Journeys: From Vintage Experts to Fresh Explorers
  • 4 ServiceNow Profiles VS 4 ServiceNow Challenges
  • Unveiling ServiceNow Triumphs
  • The Key for a Successful ServiceNow Implementation is Never The Same
  • Budgets Won't Increase! They are remaining the same...
  • ServiceNow Training and Official Sites are the OG Information Source
  • Leverage the value of the insights

We have learned that ServiceNow users are people in constant change and partners are looking for solutions and advice on improving their customer approach. And let us tell you, it's not all about plastering a smile on your sales team's face or cracking a few jokes. It's about truly understanding, not just deducing.


Picture this: The first half of this year was a whirlwind of connection and collaboration with ServiceNow users. We seized every live event opportunity, igniting meaningful discussions and lending an attentive ear to their deepest challenges, aspirations, and unique perspectives. Our mission? To unravel their pain points, address their needs, and unveil the hidden treasures of untapped opportunities.


Here are the insights we found:

Timeless ServiceNow Journeys: From Vintage Experts to Fresh Explorers

Time flies when you're immersed in the captivating world of ServiceNow, and our users have proven just that! In relation to the graph below, over half of the respondents (53%) have been swirling in the world of ServiceNow for more than 5 years. They have a long-lasting bond with the platform, like a well-matured vintage. An impressive 37% consider themselves adept with 1 to 2 years of ServiceNow experience, adding a refreshing touch of youthful enthusiasm to the mix with a growing number of individuals finding their stride and becoming proficient in the platform's capabilities. Lastly, 10% of respondents are just starting their ServiceNow adventure, with less than a year of experience. Their fresh perspectives bring a vibrant energy to the table, promising exciting discoveries ahead.


How long have you been exploring the world of ServiceNow?

4 ServiceNow Profiles VS 4 ServiceNow Challenges

In the realm of ServiceNow, different profiles face distinct challenges. Let's delve into the data and discover how administrators, consultants, developers, and end users tackle these hurdles.


When it comes to seamless integration, consultants take the crown, with a whopping 78% recognizing it as a significant challenge. Developers and administrators follow closely at 55% and 43% respectively, highlighting the crucial role of consultants in optimizing workflows and integrating existing systems.


In the realm of security protocols, administrators shine brightest, with 43% prioritizing ongoing data protection. Surprisingly, consultants and developers report lower percentages, indicating that administrators are the guardians of a secure ServiceNow environment.


Overcoming employee resistance to change and new technology unites all profiles. Consultants lead the pack with the lowest resistance at 11%, while developers and end users trail at 14%, and administrators face a slightly higher hurdle at 29%. This signals that administrators may need to invest more effort in change management strategies to ensure successful adoption.


Recruiting skilled professionals is a key challenge for developers, with 36% struggling to find qualified individuals. Administrators and end users also encounter this hurdle, albeit to a lesser extent at 14% and 29%. Interestingly, consultants boast the lowest percentage, showcasing their grasp of the required skills for successful ServiceNow implementation.


According to any of the following ServiceNow role: Administrator, Consultant, Developer or End User. How has ServiceNow posed unique challenges that your organization had to overcome?

Unveiling ServiceNow Triumphs

Organizations are achieving remarkable milestones that drive satisfaction, productivity, and operational efficiency.


An impressive 45% of respondents highlight the elevated end-user experience as a significant triumph. ServiceNow solutions captivate and empower users, resulting in heightened satisfaction and engagement.


For 25% of participants, success translates into skyrocketing productivity. ServiceNow fuels operations, driving teams to new levels of efficiency and accomplishment.


Custom solutions take the spotlight for 15% of respondents, leveraging ServiceNow's flexibility to conquer unique business challenges and foster innovation. Additionally, 15% of participants celebrate improved workflow visibility, enabling data-driven decision-making and optimized operations.

What ServiceNow successes has your organization had or expects?

The Key for a Successful ServiceNow Implementation is Never The Same

Success in ServiceNow implementation hinges on a winning formula that encompasses strong technical skills (32%), effective communication and collaboration (26%), continuous improvement (24%), and clear goals and objectives (28%).


Technical prowess and deep platform knowledge form the backbone of success, empowering organizations to navigate the complexities of implementation with confidence.


Collaboration takes center stage, fostering open communication channels and uniting teams across the organization. Together, they pave the way for seamless implementation and alignment.


Continual improvement is the driving force behind success, ensuring organizations stay ahead by constantly refining and optimizing their processes to meet evolving needs and industry standards.


Clear goals serve as guiding lights, providing a clear direction and purpose for the implementation journey, propelling organizations towards achievement.

In your experience, what is the key factor for a successful ServiceNow implementation?

Budgets Won't Increase! They are remaining the same...

Hold your breath as we delve into the results from the graph below!


A significant 59% of ServiceNow users are content with maintaining their current investment. They have found their equilibrium, staying the course without any intention to increase or decrease their stake.


But the excitement doesn't stop there! A remarkable 33% of users are hungry for more. They recognize the untapped potential and value that ServiceNow offers, eagerly looking to expand their investment and reap further benefits.


Now, let's meet the adventurous 4% who are ready to take the plunge into ServiceNow. These bold pioneers are captivated by the success stories and are keen to invest in this transformative platform. They're ready to make their mark and embrace the opportunities that lie ahead.


On the other hand, a thoughtful 4% of users are considering a slight reduction in their ongoing investment. Perhaps they are seeking to fine-tune their strategy or explore alternative approaches, always striving for optimization and adaptability.

How much does your organization plan to invest in ServiceNow this year?

ServiceNow Training and Official Sites are the OG Information Source

When we asked our peers and ServiceNow users how they keep up with the latest updates and developments, their answers revealed the ultimate info arsenal. Here's the scoop: ServiceNow training and certification programs (26%) take the crown as the unbeatable knowledge source. And don't forget the official documentation and release notes (26%), the treasure trove of insights.


But that's not all! ServiceNow webinars and virtual events (20%) have skyrocketed in popularity, delivering cutting-edge info straight to your screen. Stay in the loop by following official ServiceNow social media accounts (LinkedIn, Twitter, etc.) (14%) and subscribing to newsletters and email updates (14%). Curiously, podcasts didn't make the cut.

How do you stay updated with the latest ServiceNow updates and developments?


Let's leverage the value of these insights


The insights obtained from ServiceNow users during live events, snugs, webinars and other events have provided valuable information about the specific pain points and challenges faced by organizations. Through active engagement and open discussions, ServiceNow users have shared their experiences, highlighting the areas where they require assistance and improvement. This invaluable feedback serves as a guiding light for ServiceNow partners, allowing all partners to align their offerings and services with the actual needs of the users. By understanding these pain points, ServiceNow partners can develop customized strategies and solutions that address the unique requirements of their clients, ultimately leading to greater client satisfaction and success. Take in consideration all the takeaways mentioned before and incorporate them into your strategic planning or conduct further detailed research to gain a deeper understanding of the user perspective.


Insights from Volteo Digital

The Power of Community

By Volteo Digital • 08 Apr, 2024
Since childhood, the desire to be part of a community, to find that sense of belonging and experience harmony and balance, has been a fundamental human need. We search for this feeling in various places - with our family, friends, school, and beyond. I didn't truly appreciate the significance of this until I embarked on my career in public relations. When I first joined the team at Volteo Digital, I was tasked with understanding what it takes to build a strong community. It was a challenge initially, but as my aspiration to be a leader and friend within the company grew, I stumbled upon Charles H. Vogl's compelling book The Art of Community. This book made me reflect deeply on our membership community and its profound implications. What I've learned has shown me the value of meaningful connections. These connections transform our lives by allowing us to share ideas, engage in activities, and celebrate successes.

ServiceNow Field Service Management: Exploring a practical use case in Manufacturing

By Volteo DIgital • 21 Mar, 2024
In the realm of industrial machinery, the installation of large, manufactured equipment at customer locations poses unique challenges that require seamless coordination, real-time visibility, and proactive service delivery, and it is often an area that many companies need help with. With the deployment of ServiceNow Field Service Management (FSM), field service operations can be transformed from legacy processes and systems, email, and spreadsheets into streamlined workflows that elevate the customer experience and improve operational efficiencies. Enhanced Coordination and Scheduling: With ServiceNow FSM, companies gain access to advanced scheduling capabilities that enable optimized resource allocation and efficient task assignment. By automating scheduling workflows and dynamically adjusting appointments based on technician availability and customer preferences, manufacturing companies can ensure timely and coordinated installations, reducing downtime and enhancing customer satisfaction. Improved Technician Productivity: Large equipment installations often require specialized expertise and technical skills. ServiceNow FSM equips technicians with mobile access to critical information, enabling them to access installation manuals, schematics, and troubleshooting guides on the go. Moreover, the platform's intuitive interface and built-in collaboration tools empower technicians to communicate seamlessly with peers and escalate issues as needed, resulting in faster problem resolution and improved field productivity. Proactive Maintenance and Support: Once the installation is complete, proactive maintenance and ongoing support become crucial for ensuring the optimal performance of the equipment. ServiceNow FSM offers predictive analytics capabilities that enable solutions to anticipate maintenance needs, schedule preventive tasks, and address potential issues before they escalate. By implementing proactive maintenance strategies, companies can minimize equipment downtime, extend asset lifespan, and enhance customer satisfaction by ensuring uninterrupted operations. Comprehensive Data Insights: ServiceNow FSM provides comprehensive data insights that enable informed decision-making and continuous improvement. Centralizing data from field operations, customer interactions, and equipment performance into a single platform allows companies to identify trends, analyze service metrics, and optimize their processes for greater efficiency and effectiveness. Moreover, customizable reporting dashboards and KPI tracking capabilities demonstrate value to customers and stakeholders, driving transparency and accountability across the organization. Seamless Integration and Scalability: As manufacturing companies expand their operations, scalability and interoperability become critical considerations. ServiceNow FSM offers seamless integration with existing IT systems and enterprise applications, allowing the company to leverage its investment in technology infrastructure while extending the capabilities of its field service management platform. Whether integrating with ERP systems for inventory management or CRM platforms for customer engagement, ServiceNow FSM provides a flexible and scalable solution that evolves with the business's needs.

Unveiling the Power of ServiceNow's Industry-Specific Solutions

By Volteo Digital • 06 Mar, 2024
In today's digitally driven world, industries are constantly evolving, each with its unique set of challenges and demands. ServiceNow, a leader in cloud-based service management solutions, understands the diverse needs of different sectors and has developed industry-specific solutions to address them effectively. From Public Sector to Retail Operations, Healthcare and Life sciences, and Financial Services, ServiceNow's tailored solutions are transforming industries and driving innovation. Let's delve into the benefits of ServiceNow's industry-specific solutions: 1. Public Sector Digital Services: The public sector faces increasing pressure to deliver efficient, citizen-centric services while maintaining transparency and compliance. ServiceNow's Public Sector Digital Services solution empowers government agencies to streamline service delivery, enhance citizen engagement, and improve operational efficiency. Key benefits include: Citizen Experience: ServiceNow enables seamless, digital interactions between citizens and government agencies through self-service portals, automated workflows, and omnichannel support. Process Efficiency: By automating routine tasks, workflows, and approvals, ServiceNow helps government agencies streamline service delivery processes, reduce manual errors, and improve productivity. Transparency and Accountability: ServiceNow's reporting and analytics capabilities provide real-time insights into service performance, enabling government agencies to track key metrics, identify areas for improvement, and demonstrate accountability to citizens. 2. Retail Operations: In the highly competitive retail industry, delivering exceptional customer experiences and optimizing operations are paramount. ServiceNow's Retail Operations solution empowers retailers to enhance customer satisfaction, streamline operations, and drive revenue growth. Key benefits include: Omnichannel Experience: ServiceNow enables retailers to deliver personalized and consistent customer experiences across various touchpoints, including stores, websites, mobile apps, and social media platforms. Inventory Management: ServiceNow's inventory management capabilities help retailers optimize inventory levels, reduce stockouts, and improve order fulfillment processes, ensuring a seamless shopping experience for customers. Employee Productivity: By automating manual tasks and providing self-service capabilities for employees, ServiceNow enhances productivity, collaboration, and engagement among retail staff, enabling them to focus on delivering exceptional service to customers. 3. Health Care and Life Sciences: In the healthcare and life sciences sector, delivering high-quality patient care, ensuring regulatory compliance, and driving operational efficiency are top priorities. ServiceNow's Healthcare and Life Sciences solution empowers healthcare providers, pharmaceutical companies, and medical device manufacturers to transform service delivery and improve patient outcomes. Key benefits include: Patient-Centric Care: ServiceNow enables healthcare providers to deliver personalized and coordinated care experiences across the continuum of care, improving patient satisfaction and health outcomes. Regulatory Compliance: ServiceNow helps healthcare organizations ensure compliance with industry regulations, such as HIPAA and GDPR, by automating compliance monitoring, audit trails, and incident management processes. Operational Excellence: ServiceNow's IT service management (ITSM) capabilities help healthcare organizations streamline IT operations, optimize infrastructure, and reduce downtime, enabling them to focus on delivering quality care to patients. 4. Financial Services: In the fast-paced world of financial services, delivering secure, personalized, and compliant services is essential for building customer trust and loyalty. ServiceNow's Financial Services solution enables banks, insurance companies, and financial institutions to streamline service delivery, enhance regulatory compliance, and mitigate risks. Key benefits include: Customer Engagement: ServiceNow helps financial services firms deliver personalized and proactive customer experiences through self-service portals, proactive notifications, and automated service workflows. Risk Management: ServiceNow enables financial institutions to identify, assess, and mitigate operational, regulatory, and cybersecurity risks through robust risk management processes, incident response workflows, and audit trails. Compliance Assurance: ServiceNow automates compliance monitoring, reporting, and remediation processes, helping financial services firms ensure adherence to industry regulations, such as GDPR, CCPA, and PCI DSS.
Watch more
Share by: