What is ServiceNow’s strategy for 2021?

Over the years, ServiceNow has proven to be strategically efficient to stay on top. ServiceNow enhances, enriches, and introduces its products, services, and strategies continuously according to the needs of the time. Here is an overview of how ServiceNow started and what ServiceNow’s strategy is for 2021.

How ServiceNow Started

ServiceNow began as a simple automation platform and tool to provide basic ITSM services. The platform did not have the extensive features and workflows it does today and was known and used by a limited number of companies and organizations. Fred Luddy, the founder and chairman of the board, said:

“When I started ServiceNow in 2004, my vision was to build a cloud-based platform that would enable regular people to route work effectively through the enterprise”

With ServiceNow taking on the responsibility of managing the infrastructure on the cloud, it became easier for customers to focus on utilizing services without worrying about the underlying platform. ServiceNow had great potential for expansion of scope and services due to its cloud-based approach and simple platform structure.

How ServiceNow Evolved

The birth of digitization created the need for digital solutions to basic enterprise problems. ServiceNow’s solutions were aligned with digital enterprise needs, and the company became more aware of putting the right products in the market. Over time, ServiceNow has been able to dominate the IT Service Management market, as well as Employee Service Management and Customer Service Management.

With the Paris release of ServiceNow, most of its products were already mature enough and used extensively. 93% of the ServiceNow customers already use ServiceNow for their IT operations. ServiceNow is becoming a transformational and strategic platform with usage moving up to the executive level.

ServiceNow’s Future Strategy

ServiceNow offers multiple enterprise products which enable its customers to link siloed systems together. It is a platform of platforms and acts as the heartbeat of the modern enterprise. ServiceNow is already powering the Fortune100 and Global 2000, and there is no stopping or slowing down in 2021 and beyond. The global pandemic increased the need for digitization, which in turn escalated demand for cloud-based solutions. ServiceNow, as always, is strategizing well to create more solutions to facilitate its customers’ needs. In Bill McDermott’s (president and CEO of ServiceNow) words:

“ServiceNow is the strategic authority for digital transformation”

ServiceNow announced several exciting features with its Quebec release and the Knowledge 2021 conference. The biggest takeaways from Knowledge 2021 outline and highlight some of ServiceNow’s strategies for 2021. The key areas of focus for ServiceNow this year are:

Expanding industry solutions
Expanding AI and machine learning capabilities
Expanding customers and partners

Expanding Industry Solutions

ServiceNow has taken the lead to provide solutions for different industry verticals. By applying this strategy, ServiceNow has been able to expand throughout the enterprise. Numerous industry-specific digital transformation solutions are now available to target digital business needs. ServiceNow is focused to enhance and expand its industry solutions with solutions that are available today in the following sectors:

Expanding AI and machine learning capabilities

With the growth of digital transformation, there is a great opportunity to apply machine learning and artificial intelligence to the processes, workflow, and data available in applications. ServiceNow has invested in analytics, artificial intelligence, and machine learning to further enrich its products by providing predictive intelligence solutions.

Expanding the number of partnerships and acquisitions

The ultimate goal of every ongoing digital effort is to get more customers and more partners to assist customer onboarding. ServiceNow has always been highly customer-focused and it continuously strives to improve existing customers’ experience while increasing its customer base.

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