Industry-Specific Insights

Retail Industry

~100%

of teams are medium-sized, with streamlined deployment practices.

Cloning

Retail organizations face fewer disruptions when performing clone-downs, even though they clone quarterly. This is likely due to less stringent regulatory demands.

83%

say Governance & Compliance is their top operational challenge.

It is interesting that Governance & Compliance ranked higher for this group than for the Heavily Regulated cohort. On the other hand, less than 20% have been ServiceNow customers for six or more years, while 83% of them have been customers for three to five years.

Heavily Regulated Industries

55%

have ServiceNow platform teams with 16 members or more making larger teams sizes more common.

91%

in this cohort report frequent disruptions and downtime performing clone-downs.

73%

say Customization vs. Standardization tops the list of operational challenges.

It is interesting that Governance & Compliance did not rank as the top challenge, as one might expect. However, 45% of this cohort have been ServiceNow customers for six or more years, which may explain the prominence of the Customization vs. Standardization pain point. Nearly half of this group have matured and grown with ServiceNow over the years and may now be facing the consequences of technical debt.

Technology & Telecom

66%

release changes to production at least biweekly, with about a fifth of respondents in this cohort releasing daily.

33%

have already adopted GenAI.