Enterprises have spent trillions on digital transformation only to find that they need new technology for every process. A new technology disrupts the market to take on complex tasks and processes at a faster speed. But don’t you think tackling too many technologies all at once will only accumulate in complexity?
Or should I say you are putting digital transformation from multiple platforms in the driver’s seat of the enterprise’s success. A McKinsey report says 70% digital transformation projects fail due to lack of employee engagement, poor or non-existent cross-functional collaboration, and a lack of accountability.
To manage software portfolios for every organizational need, your business requires a unified, automated, cloud-based platform like ServiceNow.
Historically, ServiceNow’s focus was on ticketing solutions and IT operations. It is now more than just a ticketing solution and wears multiple hats to provide solutions across organizations. Today, more than ever, organization of every size, in every industry, everywhere in the world are looking to ServiceNow for better ways to work.
What’s your biggest challenge to make your enterprise digital-first?
So, how is ServiceNow helping enterprises? We have compiled some of the key benefits of ServiceNow, which go beyond being scalable, efficient, and supporting seamless integration.
30-Second Key Takeaways
- Enterprises face digital complexity from managing multiple technologies for transformation.
- ServiceNow unifies workflows, connecting people, processes, and technologies seamlessly.
- Beyond ITSM, ServiceNow supports HRSD, CSM, ITOM, and more for enterprise-wide solutions.
- Generative AI in ServiceNow accelerates efficiency and smarter decision-making with Now Assist.
- ServiceNow integrates with 150+ third-party systems for streamlined, data-driven operations.
- Built-in security features protect enterprises from risks and ensure compliance.
- ServiceNow delivers high ROI, driving faster innovation and growth across industries.
Want a deeper dive into the platform? Read our blog on What is ServiceNow to understand its core capabilities and why enterprises rely on it.
7 Benefits of ServiceNow to Help Enterprises Drive Innovation
For every corner of your enterprise, ServiceNow has a powerful solution. The significant uplift across multiple platforms ServiceNow is digitally transforming everything about the work, from streamlining processes to enhancing customer experiences.
1. Unify Your Digital Workflows on One Platform
ServiceNow allows your digital workflows to seamlessly connect people, processes, and technologies. This integration breaks down silos, accelerates service delivery, and strengthens business continuity.
ServiceNow covers all workflows, including low-code development, replacing spreadsheets, handling payrolls, onboarding, service delivery, and operations. Employees, customers, operations, security, supply chain, finance, and more, ServiceNow covers all your needs under one roof. You can even create, customize, or tailor workflows to meet your organization’s specific needs. Its seamless integration with third-party applications and existing IT investments creating intuitive user experience for customers.
You can maximize and explore ServiceNow’s full capabilities across various enterprise areas, such as IT Service Management, IT Operations, HRSD (Human Resource Service Delivery) to improve employee experiences, and CSM (Customer Service Management) for personalized and efficient customer experiences.
Use Case:
A large retail company with disconnected systems for inventory management, customer service, payroll, and onboarding adopted ServiceNow. Now, they can:
- Automate inventory updates, reducing errors and ensuring real-time data with the help of ServiceNow ITAM.
- Streamline payroll processing and onboarding, enhancing the employee experience by using ServiceNow HRSD.
- Integrate customer service workflows, providing quicker and more personalized support with ServiceNow CSM.
Did you know?
Although many people know ServiceNow as a ninth-time Gartner Magic Quadrant leader for ITSM tools, it provides much more to its customers. In fact, ServiceNow helps you find a solution to drive specific outcome.
2. Delivering Modern and Meaningful Experiences at Scale
ServiceNow delivers top-notch, intuitive, personalized experiences that enhance customer satisfaction and loyalty. It increases employee engagement and productivity to help you work faster and smarter. Not just that, ServiceNow unifies web, mobile and conversational experiences to give instant access to information. It easily creates powerful native iOS and Android mobile apps, and configure intelligent chatbots that work seamlessly with Teams, WhatsApp, Slack and other leading platforms.
To bring creativity and productivity ServiceNow brings intuitive out-of-the-box workspaces empowering employees with rich contextual data that allows them to make better decisions with less effort. You can streamline processes, optimize workforce allocation, and automate processes with built-in platform capabilities.
Product Insight:
ServiceNow CSM deliver better services to customers and employees, while reducing requests and increase in speed for opening new cases. This led to delivering differentiated customer experiences and realize new revenue streams.
3. Infused Generative AI Across Workflows
According to Bloomberg, the generative AI market is projected to grow to $1.3 trillion over the next decade. With all the buzz around AI, ServiceNow is leading the charge by integrating AI capabilities across its platform, enabling end-to-end digital transformation. ServiceNow’s Now Assist harnesses the power of generative AI to help you work smarter and more efficiently.
Now Assist is designed to meet the needs of customers, developers, agents, and employees by providing personalized and efficient experiences. This means customers can self-serve with intelligent recommendations, while agents benefit from summarized interactions, streamlined content creation, and automated code and flow generation.
These generative AI capabilities are infused across all ServiceNow workflows, including ITSM, ITOM, HRSD, CSM, FSM, TSM, SPM and more. This ensures quick answers, improved efficiency, democratized creativity, and enhanced search capabilities.
4. Autonomous AI Agents Driving Enterprise Productivity
ServiceNow empowers enterprises with autonomous AI Agents that act as a virtual workforce across IT, HR, customer service, finance, and more. These agents execute tasks independently, collaborate across workflows, and continuously adapt to evolving business needs. With the help of AI Agent Studio, enterprises design and deploy custom agents using plain language, ensuring safe and controlled outcomes while reducing repetitive work and scaling productivity. Alongside this, the ServiceNow recently launched, AI Control Tower provides centralized governance and oversight for all AI operations. It connects AI models and agents to business services, aligns initiatives with enterprise goals, monitors performance, and enforces compliance. Together, autonomous AI Agents and AI Control Tower enable organizations to achieve higher efficiency, seamless automation, and responsible AI adoption on a single platform
4. Seamless Integration with Third-Party Applications
ServiceNow provides more than 150+ integrations with third-party systems and existing IT investments providing flexibility for custom solutions. This easy integration approach power speed to automate and digitize cross-departmental processes. Besides this you can get a consolidated view of data through dashboards, and performance analytics which allows better decision-making.
It streamlines and connects disparate systems by providing integration choices for LaaS, SaaS, ERP, legacy systems, and social media platforms. These integrations extend the ability of ServiceNow by reducing siloed functional areas to increase productivity and efficiency.
5. Automating Business Process
Think of the difference between manually driving a car and using a self-driven car—that’s what ServiceNow automation can do for your processes.
ServiceNow has taken the adoption of automation to the next level with hyperautomation, which orchestrates technologies like AI, machine learning, low-code development, and robotic process automation (RPA). ServiceNow’s hyperautomation capabilities streamline workflows and end-to-end processes, eliminating bottlenecks and significantly enhancing operational efficiency.
The Automation engine of ServiceNow provides 175+ spokes, flow templates, 1300+ RPA components and customized solutions like password reset, client software distribution, and integration hub import. It can 3X the time to value and reduce TCO by 70% with ServiceNow handling development, maintenance, support, and upgrades.
Did you Know?
A Gartner study found that over 60% of tech leaders are currently deploying RPA and AI tools as part of their organizations hyperautomation strategy.
(Source)
6. Proactively Prevent Risks and Threats
ServiceNow is poised with in-built security by default. Its comprehensive security framework ensures that your enterprise is protected against risks and threats. ServiceNow’s SecOps (Security Operations) and Predictive AIOps help you respond to incidents faster, maintain compliance, and keep your data secure.
The platform’s proactive threat intelligence and automated responses reduce vulnerabilities and safeguard you against cyberthreats. ServiceNow integrates security into its workflows to build resilience and to emerge from threats stronger.
7. Higher Return on Investment
ServiceNow unlocks the potential of digital transformation, letting you drive innovation and deliver extraordinary outcomes faster and with less risk. The pre-built solutions, low-code tools and constant innovation improves the IT visibility turning your enterprises digitally innovative.
ServiceNow is a constantly evolving platform and deliver new capabilities that allow you to create value with even greater speed and control. As your business continues to evolve so does ServiceNow delivering you higher ROI than ever. ServiceNow’s ROI includes 450% in ITSM, 365% in SPM, nearly 400% in FSM, 250% in CSM, and 230% in SecOps over three years.
Features that Set ServiceNow Apart
While the benefits show what ServiceNow can deliver, its features explain how it does so. These platform-level capabilities make ServiceNow different from other enterprise solutions:
- Unified Platform Architecture: Built on a single data model, ServiceNow ensures all modules and workflows operate consistently, reducing silos and duplication.
- Low-Code or No-Code Development: Both developers and business users can quickly build applications, automate tasks, and extend workflows with App Engine Studio.
- AI and Automation at the Core: Generative AI, Autonomous AI Agents, predictive AIOps, and RPA are infused across workflows to enhance speed and reduce manual work.
- Out-of-the-Box Workflows Across Functions: Pre-built solutions span ITSM, HRSD, CSM, SecOps, GRC, and Finance, which can be customized for industry-specific needs.
- Robust Integration Ecosystem: With 150+ connectors, ServiceNow integrates with ERP, CRM, collaboration platforms, and legacy IT systems for seamless data flow.
- Enterprise-Grade Security and Compliance: Role-based access controls, encryption, compliance frameworks, a nd automated incident response ensure strong security and regulatory adherence.
- Scalability and Flexibility: The cloud-native architecture allows enterprises of any size to expand with new applications or industry modules as they grow.
Industry-Wise Modules and ServiceNow Use Cases
ServiceNow provides industry-specific solutions, enabling enterprises to tailor workflows to their unique challenges.
1. Manufacturing
Modules: Supply Chain Management, Field Service Management (FSM), Asset Management, ITSM, GRC.
Use Cases:
- Predictive maintenance alerts via IoT integration with FSM.
- Automated supplier risk monitoring through GRC workflows.
- Real-time visibility into production asset performance with ITAM dashboards.
2. Healthcare
Modules: Healthcare & Life Sciences Service Management, HRSD, CSM, SecOps.
Use Cases:
- Patient onboarding automation with integrated EHR workflows.
- Streamlined employee credentialing in HRSD.
- Automated incident response for HIPAA compliance breaches with SecOps.
3. Telecom
ITSM, CSM, Network Operations Management, Order Management, AI Ops.
Use Cases:
- AI Ops auto-detects network outages and triggers remediation workflows.
- Order Management automates service activation for new customers.
- CSM consolidates multiple ticketing systems for faster resolution.
4. BFSI (Banking, Financial Services & Insurance)
Modules: Risk & Compliance, GRC, SecOps, Customer Service Management, Finance Operations.
Use Cases:
- Automated fraud detection alerts routed to risk teams through SecOps.
- GRC workflows map regulatory compliance (SOX, PCI-DSS) automatically.
- CSM provides secure, personalized banking support via mobile channels.
5. Technology
Modules: ITSM, SPM (Strategic Portfolio Management), DevOps, SecOps, HRSD.
Use Cases:
- DevOps pipeline integrations automate deployment approvals.
- SPM tracks investment ROI across product lines.
- SecOps detects vulnerabilities in cloud environments and triggers patching workflows.
Think Future Forward with Trusted ServiceNow Partner
Simply put, ServiceNow offers numerous benefits and drives digital-first growth with its modern and automated approach. Notably, 85% of Fortune 500 companies, including Coca-Cola, Goldman Sachs, and JPMorgan Chase, rely on ServiceNow. Looking to achieve similar success for your enterprise?
Whether you’re exploring potential use cases or are ready to implement ServiceNow to streamline your processes, Aelum Consulting is your ideal partner. With a team of over 220+ ServiceNow-certified experts, we have the expertise to ensure a successful implementation and consultation tailored to your needs. With our global presence in the US, UK, and India, we understand market challenges and have helped several enterprises utilize ServiceNow’s capabilities. Talk to our experts and learn how you can transform your organization with ServiceNow.
Frequently Ask Questions? (FAQs)
1. What is the main use of ServiceNow?
Answer: ServiceNow is used for automating workflows into a single AI-powered, unified, one data, one model, one architecture platform while streamlining business processes such as IT service management, HR, customer service, and operations, improving efficiency, reducing errors, and enabling seamless integration across the enterprise
2. Which companies are using ServiceNow?
With over 8100+ customers including 85% of Fortune 500 companies. ServiceNow has been used by some of the most highly regarded brands including Coca-Cola, Dropbox, British Telecom, NatWest Group, Vodafone, NHS, ISG, Khan Bank, Lenovo, and many more.