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
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