ServiceNow uses AI to accelerate customers’ digital transformation efforts


ServiceNow Inc. said today that it combines AI-powered recommendations with expert advice and support to help customers reap value from their digital transformation investments much faster than they otherwise would.

The company believes there will be a strong demand for the help it can offer, underscoring the company’s growing dissatisfaction with the value it has derived from millions of dollars in investments over the past few years.

In fact, companies have invested more than $3 trillion in digital transformation initiatives over the past three years, according to data from International Data Corp. However, the same study shows that less than half of organizations have achieved the expected results of these investments. As a result, according to ServiceNow, companies are experiencing a significant “value gap” resulting from a proliferation of new projects that don’t work effectively together and the need to continue spending resources to maintain these new solutions.

Impact of ServiceNow is the company’s response to this growing frustration. It is designed to close the value gap by providing personalized customer recommendations along with insights, premium technical support, role-based training, expert coaching, prescriptive guidance and more. The solution will be tailored to each business, industry and role, with the goal of accelerating return on investment.

With ServiceNow Impact, customers will benefit from a personalized digital transformation experience with peer and industry benchmarks against which they can compare their own progress, as well as real-time tracking and AI-curated content and recommendations .

In other words, ServiceNow expects businesses to benefit from its unique expertise to find a way to extract greater value from their investments in digital transformation. This will help them align their innovation strategies with business outcomes, offering prescriptive guidance every step of the way, he added. Customers will have access to what ServiceNow calls “Impact Accelerators,” which are fixed-scope, goal-specific offerings designed to help them reach each new milestone they set for themselves on the long road to digital transformation.

Paul Greenberg, analyst at The 56 Group LLC, said most organizations want to get more out of the new investments they’ve made in their technology stacks since the COVID-19 pandemic began. “ServiceNow Impact offers an innovative approach to accelerating value for its customers that raises the bar for B2B customer experience in the industry,” he said.

Constellation Research Inc. analyst Holger Mueller said ServiceNow is trying to satisfy a voracious appetite for business acceleration. As businesses strive to become faster and more agile, he said they can’t get there fast enough.

“So AI is a welcome technology to enable this transformation,” Mueller explained. “ServiceNow’s proposition is to combine AI with human expertise through its new Impact offering, and we look forward to seeing whether the platform’s adoption will be successful.”

ServiceNow believes it has already helped a number of early adopters and achieved very promising results. For example, ServiceNow Impact has already been employed by the state of Montana to overcome talent shortages.

Chief Information Officer Kevin Gilbertson said the state struggled to hire enough developers early in its digital transformation. “We needed to dramatically increase the number of people building apps,” he said. “ServiceNow Impact is an extensive, customized enterprise program that will help fill critical positions and provide technical training for a seamless experience.”

Picture: Service Now

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