ServiceNow: Realizing Digital Transformation ROI

Digitalization has become an imperative necessity for businesses looking to remain competitive and thrive in their respective industries. Nevertheless, this transformation can engender multiple challenges, including integration issues between service providers and an organization’s IT systems. ServiceNow addresses associated challenges by offering an accessible Software-as-a-Service (SaaS) platform that adapts to the unique needs of each client, ensuring sustained productivity and operational efficiency.  

In 2023, global investments in digital transformation products and solutions soared to a staggering US$8 trillion, according to ServiceNow. However, only 81% of organizations were able to realize returns due to integration issues between service providers and their IT infrastructure. ServiceNow effectively addresses this hurdle by offering flexible integration solutions, tailoring their approach to the specific needs, business context and work culture of each client.

“Nowadays, customer experience is essential for the success of any business. At Service Now, we base our business roadmap on client feedback, which we take really seriously. In fact, we have effectively answered to recent customer petitions requesting the implementation of AI models and ML into our platform," said Mauricio García Zepeda, Vice President LATAM, ServiceNow. By leveraging these emerging technologies, Service Now aims to facilitate the seamless integration of assets to optimize digital transformation investments. 

This objective rested on ServiceNow’s strategic alliance with Nvidia, enabling the company to integrate AI technology into its platform for enhanced decision-making capabilities. Meanwhile, in consideration of less tech-savvy clients, its AI's text-to-code capabilities empowers businesses to develop applications within ServiceNow's platform.  For now, this AI-powered platform is currently available to an exclusive number of clients but it is expected to be publicly released by September 2023. 

On another front, their recent partnership with Accenture has provided ServiceNow with extensive knowledge regarding multiple industries, substantially increasing its global presence. This partnership has enabled Service Now to build stronger enterprise workflows and integrations to meet clients’ specific needs. In addition, Accenture’s experience in cybersecurity and platform migration has equipped ServiceNow with faster responses regarding security incidents and vulnerabilities.

Furthermore, ServiceNow has leveraged these partnerships to introduce Customer Service Management, elevating the overall client experience. They have also pioneered a digital marketplace within their platform, allowing customers to share or even sell web applications developed within ServiceNow. This innovative approach fosters open innovation among clients, propelling technological development forward. 

As companies increasingly look to Mexico as an attractive destination for outsourcing and expanding their operations, ServiceNow's commitment to tailored integration, cutting-edge technology and strategic alliances provides a critical toolset for enterprises seeking to thrive in this promising landscape.