Introduction
Companies are now focused on how quickly they can implement automation rather than deciding if they should. Workflows that get stuck, departments that are disconnected from one another, and IT functions that only react to events are no longer seen as market disadvantages; organizations are able to ignore inherent vulnerabilities in their current state due to the speed and accuracy with which they are competing in their respective industries.
ServiceNow has become the go-to solution for large organizations trying to deal with this new reality. With over 8,100 clients across 85 countries, ServiceNow is found in 85 percent of the Fortune 500 and has created the infrastructure necessary to allow some of the largest and most intricate organizations in the world to work smoothly together.
ServiceNow is a key factor in allowing companies of all sizes with large transaction volumes to centralize their workflows, automate repetitive tasks, and access artificial intelligence-enhanced insights.
So, what does ServiceNow look like in real life? What are companies that have used the platform doing with it and what do they get in return? In this post, we will provide examples of ServiceNow implementations in the marketplace today and why it is being so widely adopted.
What Makes ServiceNow So Powerful?
If you want to understand why ServiceNow has so much success with large, complex enterprises that are always struggling with operational sprawl and there are plenty of those types of businesses then here are some areas where ServiceNow has excelled:
Workflow Automation at Scale: ServiceNow replaces traditional email chains, spreadsheets, and manual handoffs by providing structured, automated workflows for all the tasks you previously needed to go through several steps to accomplish. You can configure a series of tasks as an end-to-end process with an owner, SLA, and escalation.
ITSM and ITOM on a Single Platform: IT Service Management (ITSM) and IT Operations Management (ITOM) on the same platform allow for tighter integration between incident detection and resolution because users do not need to switch tools or lose context.
AI-Powered Decision Support: ServiceNow leverages AI in operations to provide operations teams with predictive insights, intelligent routing, and automated categorization through its Now Intelligence suite. This dramatically decreases the cognitive burden on human analysts while substantially reducing time to resolution.
Cross-Department Integration: One of ServiceNow’s strengths is the ability to effectively cross departmental boundaries. Departments such as HR, Finance, Legal, Procurement, and Facilities can utilize the same platform for delivering service, which reduces any friction associated with handing off services from one department to another.
Enterprise Scalability: ServiceNow has been designed to handle complex enterprises. Examples include multi-site deployments, global workforce management, heavily regulated industries and a large volume of transactions. In these examples the platform continues to deliver services at all times without making architectural compromises.
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Top 10 Global Companies Using ServiceNow
These top 10 leaders are showing how ServiceNow’s value is being realized across industries and geographies as they leverage the platform to transform everything from IT and HR to customer service.
1. Vodafone:
Industry: Telecommunications
Challenge: Vodafone has operations in over 20 countries and provides telecommunications services to hundreds of millions. The company had built up its IT infrastructure over many decades from both acquisition and organic growth and, over time, had created a patchwork of legacy systems that complicated change management and made it difficult to resolve service outages.
Solution: Vodafone deployed ServiceNow’s IT operations management capabilities to provide visibility throughout their entire infrastructure in real time. By configuring event management and automating impact analysis, when an issue on the network arose, the proper teams were alerted with the proper context rather than being bombarded with irrelevant information.
Business Impact: As a direct result of their ServiceNow implementation, Vodafone has greatly reduced the volume of major incidents. The average time to resolve incidents has decreased, and the network operation center staff now have a greater degree of situational awareness than ever before at this level of operation. Proactive identification of issues before impacting customers is now an achievable operational capability as opposed to being a goal.
Coca-Cola used ServiceNow to harmonize and simplify its IT Service Management (ITSM) practices worldwide to offer a uniform and efficient model of service. The transformation was dramatic. Coca-Cola cut time to incident resolution by 50% along with achieving greater visibility into its IT infrastructure.
By using automated key processes, the business reduced disruptions and improved responsiveness and built a more responsive digital foundation.
2. Deloitte:
Industry: Professional Services / Consulting
Challenge: Deloitte has complexity associated with their size. It is difficult to manage HR processes, deliver IT services and enable collaboration across hundreds of thousands of employees within a global organization, particularly when different regions and practices within the business have historically operated with a high degree of independence from one another.
Solution: To address this challenge, Deloitte has used ServiceNow’s HR Service Delivery module to create a central point of access for all HR processes, such as adding or terminating employees, managing employee benefits and responding to employee inquiries. Deloitte has also implemented ServiceNow’s IT Service Management capabilities to support its internal IT organization and has integrated ServiceNow into its broader enterprise technology architecture.
Business Impact: As a result, Deloitte’s HR function has improved its ability to quickly and consistently process HR transactions. In addition, because employees can have self-service access to most of the HR services they need, the number of routine questions sent to the HR department is greatly reduced.
The integration of HR and IT processes has eliminated delays that existed before when an employee had to wait for IT access while their HR process was still being processed.
3. KPMG
Industry: Financial Services / Audit & Advisory
Challenge: KPMG’s massive internal organization had thousands of employees working in over 140 countries. Departments such as HR, finance, and IT worked as separate units, providing no unified way for employees to access services or resources. As a result, employees experienced long wait times before being able to complete simple service requests.
Solution: A single portal was created using the ServiceNow employee experience platform. This allowed employees to access all service functions (including IT, HR, finance, legal, and facilities) from one online location and one set of tracking and escalation rules.
Business Impact: Employee satisfaction with internal service improved greatly. In addition, there was an overall reduction in operational costs associated with managing requests across many different systems. For a firm where internal efficiency supports the quality of client delivery, this was a significant competitive advantage.
4. Siemens:
Industry: Professional Services / Consulting
Challenge: Siemens is an enormous global industrial company with diverse sectors such as energy, transportation, healthcare, and automation. Coordinating IT Service Management for many global business divisions was challenging due to each using different tools, processes, and service standards.
Solution: Siemens decided to unify service management for all of its global businesses by implementing ServiceNow as the enterprise ITSM system, and using its service catalog and workflow capabilities to standardize how IT Services are delivered to the individual businesses. In addition, Siemens integrated ServiceNow to its existing enterprise applications, including SAP, therefore providing a seamless flow of data from one system to another and achieving enterprise wide consistency of data.
Business Impact: Siemens has significantly reduced the costs associated with operating its IT organization as it has eliminated redundant tools and consolidated onto one platform. SAP’s use of ServiceNow has also reduced many of the issues that business segments experience as they work together, and by standardizing the service catalog, all Siemens employees receive the same quality of service regardless of which business unit or geographical location they belong to.
5. DXC Technology :
Industry: IT Services
Challenge: DXC Technology manages thousands of enterprise clients’ IT services around the world, offering them excellent service management via DXC’s internal use of service management tools. The internal service management workflows were disjointed due to the legacy systems still in place; therefore, the way they do business and run their own operations were causing a direct impact to the quality of the services provided to the client.
Solution: DXC uses ServiceNow as the foundation for both their internal and external managed services delivery. Internally, they’re using ServiceNow to create standardized employee workflows to improve the delivery of IT services to end-users. Externally, they’ve developed client-facing service portals and automated reporting dashboards on the ServiceNow platform.
Business Impact: DXC Technology has reported that they experienced a significant reduction in internal IT cost since migrating to the ServiceNow platform. But more importantly, they’ve been able to increase their overall speed of deployment of managed services to their clients with improved SLA compliance and reduced timeframes to onboard new clients.
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6. HSBC:
Industry: Professional Services / Consulting
Challenge: Operating in 64 countries and territories means that HSBC has one of the world’s most complicated regulatory and compliance environments. In addition, they must achieve rigorous security and audit standards in the deliverance of their IT services, while also providing fast and reliable solutions to the tens of thousands of internal users and the technology necessary to support global banking operations.
Solution: ServiceNow IT Service Management (ITSM) and Security Operations capabilities were used by HSBC to provide IT service delivery management and increase security posture at the same time. Security incident response workflows were automated to ensure that all potential threats were properly escalated, investigated, and resolved through an auditable, documented process for regulatory compliance.
Business Impact: Security operations teams at HSBC now have significantly improved visibility and response capabilities. Audit trails are cleaner and more comprehensive with less overhead for compliance. Security incident response times are reduced due to applying automation to routine security requirements, allowing analysts to spend time on legitimate threats versus administrative processing.
The transformation enabled centralized control of IT processes and automated reporting against compliance. This left the operations more responsive and audit-ready.
7. Accenture:
Industry: Professional Services / Consulting
Challenge: With more than 700,000 employees in over 120 countries, Accenture was confronted with a substantial challenge concerning the delivery of IT services. Dealing with internal IT requests was inconsistent, based on geography, and determined by the person that was tasked with resolving the request since there was no standardization among different geographical areas to govern how each region managed IT service requests; therefore, service quality varied from region to region.
Solution: In response, Accenture implemented ServiceNow’s ITSM Platform as their global standard to manage the delivery of IT services to their internal customers with all major business units and geographical locations interacting through ServiceNow.
By leveraging ServiceNow’s self-service portal, Accenture was able to deflect routine requests from being formally submitted as tickets and also implement automated workflows for many common processes associated with IT service requests such as onboarding, software provisioning, and hardware requests.
Business Impact: Accenture has significantly reduced the time it takes to resolve tickets and has made considerable improvements in first contact resolution rates. The self-service portal has also greatly reduced the number of tickets being submitted to an IT service agent for resolution and enabled them to devote their time to resolving higher levels of complexity. The consistency of service delivery has improved dramatically across the entire global reach of their company.
8. Unilever:
Industry: Consumer Goods / FMCG
Challenge: Unilever operates as a multichannel business across 190 countries, supplying products around the world through a very complex end-to-end supply chain and IT and operations functions that also support multiple businesses at once including manufacturing, logistics, marketing, and retail in a variety of environments simultaneously.
Solution: To solve the above, Unilever used ServiceNow to streamline IT Service delivery globally with an emphasis on automating routine workflows and improving employee experience for Unilever’s large global population. ServiceNow also provided Unilever with reporting and analytics capabilities, enabling Unilever to gain better visibility into service performance across business units, regions, and countries.
Business Impact: There has been a measurable reduction in the amount of time it takes to resolve an IT service request at Unilever, with significant increases in self-service adoption rates for employees. As a result, the number of routine service requests that were resolved without human intervention has increased, freeing up IT resources to work on higher-value activities.
The company turned to ServiceNow for the improvement of HR services provision and in giving employees a single self-service portal.
Through faster case resolution and faster resolution time, Unilever significantly enhanced staff satisfaction. ServiceNow enabled HR staff to be free to focus on strategic work while being able to deliver employee support consistently.
9. AT&T :
Industry: Telecommunications / Technology
Challenge: AT&T has an extensive telecommunications network throughout the United States and is also an enterprise technology leader. Due to the scale of their operations and the fact that their network services are available 24 hours per day, 7 days per week, any inefficiencies related to IT operations management at AT&T have a direct correlation to customer satisfaction and revenue loss.
Solution: To resolve the previous problem, AT&T deploys the capabilities provided by ServiceNow’s ITOM (Information Technology Operations Management) solutions. With the deployment of these services, AT&T is able to monitor the entire network and IT infrastructure in real time. The event management functionality of ServiceNow has allowed AT&T to correlate alerts through all of its facilities, allowing IT staff to receive less redundant alerts so that they can concentrate and provide a response to high-priority issues rather than low-priority alerts.
Business Impact: As a result of deploying ServiceNow’s ITOM solutions, AT&T has seen an overall reduction in alert noise levels, with automation of correlation and filtering having eliminated the majority of alerts that previously required staff time to review. This allowed AT&T’s IT staff to respond to legitimate incidents in a timelier manner and reduced the level of fatigue that has been experienced by IT staff due to high volumes of alerts.
10. Walmart:
Industry: Retail / E-Commerce
Challenge: Walmart is the biggest retailer in the world by revenue. The company has more than 10,500 locations across 19 countries, along with a rapidly growing e-commerce business. Managing such a large and broad technology operation requires an IT service management solution that can support huge volumes of transactions and keep track of these transactions at all times, regardless of whether they are happening in retail stores, distribution centers, corporate offices or on digital platforms.
Solution: To improve IT service delivery and provide consistency of service for store-based technology staff, Walmart implemented ServiceNow to deploy a global IT service management solution. IT disruptions are particularly damaging to retail operations; therefore establishing fast and structured incident response processes was crucial, given the significant cost incurred by losing the functionality of a point of sale system during high customer traffic.
Business Impact: As a result of implementing ServiceNow to automate and connect all staff engaged in providing technology services to Walmart’s global operations, Walmart now resolves store technology incidents more quickly than ever before, thereby minimizing the operational impact that IT disruptions have on revenues. With standardised processes put in place for routing incidents to the appropriate teams with the right information, there are no longer unnecessary delays identifying a cause for an outage.
ServiceNow was introduced to automate ticketing and support operations. The change led to better issue resolution times, better tracking, and scalable IT operations to accommodate future growth. ServiceNow enabled NVIDIA to preserve internal efficiency while continuing along its path as a leading innovator in the industry.
Key Takeaways Across These Companies
There are several common themes that emerge across each of these ten case studies that assist in helping organizations understand why ServiceNow is so prevalent and what differentiates organizations that are able to get maximum value from ServiceNow vs. those that cannot.
- First, organizations that were successful in deploying ServiceNow had high volumes of repetitive processes. For example, an organization that can save five minutes per incident ticket in ServiceNow may help save an organization $1 million in productivity gains annually when they process 1000 incident tickets daily.
- Secondly, organizations that have a centralized approach to service delivery reduce the friction that exists at many of the handoff points between department/process/system and teams. In most cases, the problems organizations encountered when deploying ServiceNow were not because each individual process was broken, but because of the transitions between business processes, IT systems and teams.
- Using ServiceNow, organizations are able to work across departments and create unified, seamless workflows that address and eliminate the delays and loss of information that occur at the various handoff points between different teams, departments, and organizations.
- The adoption of self-service solutions is the powerful force multiplier. In many cases, the real efficiency gains were not due to faster agent resolutions but users being able to resolve their own issues by using properly designed self-service portals. This is as much about design and change management as it is about technology.
- Before true improvements can be made, there must be access to sufficient data or information that gives you the ability to see yourself in order to know what you need to work on. Companies such as Vodafone and AT&T had been transformed by gaining operational visibility to spot trends they had not been able to identify or execute upon in the past.
Why Marketers Target ServiceNow Users
Organizations that have implemented ServiceNow demonstrate many of the characteristics that make them attractive as an audience segment for those that sell consulting services or professional services to enterprise customers.
Examples include having adequate budgets for investing in enterprise software, executive buy-in to digital transformation initiatives, and a technical team that can manage a complex platform and continually find ways to augment the value associated with their current technology investments.
Therefore, if your organization sells technology, consulting, integration services, or professional services to enterprise customers, the organizations that have implemented ServiceNow are both digitally mature, high-budget enterprises interested in making further technology investments and therefore already continuing to proceed with their digital transformations, as opposed to determining whether or not to move forward with transforming their respective businesses.
However, when communicating with an organization that has implemented ServiceNow, the conversation should focus on demonstrating how your product or service fits into their transformation efforts.
Conclusion:
The fact that ServiceNow is present in ten of the world’s top companies is no accident; it is part of a cohesive company-wide strategy to streamline multiple disparate businesses, automate large-scale processes, and create the operational visibility required to manage scaled complexity.
The companies profiled in this article, starting from Walmart’s retail-tech ops to HSBC’s compliance-rich banking infrastructure, represent the broadest possible breadth of instances where ServiceNow is creating value. There is no one industry or problem that connects all these companies; rather, the connection amongst all of these companies is a strategic imperative. To do more with the same resources, more quickly, in a more consistent and auditable manner.
For many businesses interested in understanding where enterprise-level technology expenditures are being concentrated, whether as part of a sales strategy, competitive intelligence efforts, or technology platform evaluation, the ServiceNow customer base is one of the most well-defined populations of digitally seasoned, high-investment organizations in the world.
In addition, the advancements achieved through transformation via ServiceNow provide a valuable benchmark. They demonstrate what is achievable when implementing strategic workflow automation with executive-level commitment and a clear vision of operational outcomes desired by the organization.
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FAQs of ServiceNow Customers List
The main purpose of ServiceNow is to assist organizations in attaining improved workflow automation and service delivery. The following describe the major applications offered by ServiceNow: IT Service Management; IT Operations Management; HR Service Delivery; Customer Service Management; and Security Operations.
Industries that use ServiceNow include financial services, telecommunications, professional services, manufacturing, retail, and government sectors.
Enterprises prefer ServiceNow for its scalability, pre-built workflows, integration ecosystem, and its ability to serve multiple departments from a single platform.
List of ServiceNow biggest customers:
- Walmart
- Microsoft
- Amazon
- Apple
- Nvidia
- U.S. Department of Defense
- JPMorgan Chase
- BT Group
- UnitedHealth Group
For companies looking to target ServiceNow users generally use intent data, technographic information and valid contact lists to find decision makers at organizations who are using the platform.
Generally, ServiceNow targets large companies and will be considered too costly for small/midsized companies. When evaluating IT service management (ITSM) products used in mid-market businesses (less than 500 employees) , find alternatives for serviceNow.
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