Conclusion

The survey provides valuable insights into how organizations manage their ServiceNow platforms, with distinct patterns emerging based on industry regulation, team size, and customer tenure. Long-term customers have developed established processes but face challenges around customization and standardization. Heavily regulated industries emphasize the need for governance and compliance while maintaining relatively high deployment frequencies.

The widespread plans to adopt new ServiceNow modules and GenAI capabilities demonstrate a strong commitment to platform expansion across all cohorts. However, the varying approaches to governance, deployment strategies, and instance management highlight the diverse ways organizations address the productivity of their ServiceNow platform teams.

The data suggests that as organizations expand their ServiceNow footprint, they face increasing complexity in managing multiple instances, coordinating releases, and maintaining proper governance. Cloning downtime and privilege sprawl remain persistent challenges, with organizations employing various solutions, from spreadsheets to commercial tools.

This State of ServiceNow Operations in 2024 reflects an ecosystem in transition, embracing new capabilities while working through the fundamental challenges of multi-instance management, governance, and efficient delivery processes.