Introduction

Explanation & Organization

As ServiceNow continues to evolve as a critical platform for enterprise operations, organizations across industries are grappling with the challenges of managing increasingly complex environments. The 2024 State of ServiceNow Operations Survey was conducted during Q4 2024 to understand how companies are navigating this complexity and to shed light on their operational strategies, governance practices, and technology adoption trends.

The survey collected responses from organizations of varying sizes, industries, and levels of platform maturity. This report presents both high-level insights and cohort-specific breakdowns that reveal the nuanced ways different organizations approach ServiceNow management. By analyzing operational patterns across industries, team sizes, and customer tenure, the survey highlights key areas of improvement and the strategies organizations are employing to future-proof their ServiceNow environments.

Report Breakdown

ServiceNow Adoption Trends: Tenure and Team Composition
Operational Practices: Deployment, Upgrades, and Cloning
Governance, Compliance, and Security Practices
Technology Adoption: GenAI and Module Expansion
Challenges Across Cohorts
Industry-Specific Insights
Recommendations for ServiceNow Optimization