ServiceNow Inc. said today. which combines artificial intelligence -powered recommendations with expert guidance and support to help customers get a return on their digital transformation investments faster than they would otherwise.
The company believes there will be a huge demand for the help it can offer, pointing to growing business dissatisfaction with the amount gained from millions of dollars of investments in recent years.
In fact, companies have invested more than $ 3 trillion in digital transformation initiatives over the past three years, according to data from International Data Corp. However, the same study shows that less than half of the organizations achieved their expected results from those investments. As a result, ServiceNow says, companies are experiencing a severe “value gap” resulting from an proliferation of new projects that don’t work effectively together and the need to constantly spend resources to maintain those new solutions. .
ServiceNow Impact is the company’s response to growing frustration. It is designed to close the value gap by providing personalized recommendations for customers along with insights, premium technical support, role -based training, expert coaching, prescriptive guidance and more. The solution will be tailored for each company, its industry and its role, with an eye on speeding up time in appreciation.
With ServiceNow Impact, customers will benefit from a personalized digital transformation experience with peer and industry benchmarks that they can compare their own progress, along with real-time tracking and curated content and recommendations of AI.
In other words, ServiceNow expects companies to benefit from its unique expertise to find a way to get greater value from their digital transformation investments. This will help them align their change strategies with business results, offering prescriptive guidance every step of the way, it added. Customers will have access to what ServiceNow calls “Impact Accelerators,” purpose-specific, fixed-scope offerings designed to help them achieve each new milestone they set themselves on the long road to digital. transformation.
Paul Greenberg, an analyst at The 56 Group LLC, said most organizations are keen to get more value from the new investments they’ve made in their technology stacks since the COVID-19 pandemic began. “ServiceNow Impact provides an innovative value acceleration strategy for its customers that increases the level of B2B customer experience in the industry,” he said.
The Constellation Research Inc. analyst said. that Holger Mueller that ServiceNow is trying to fulfill a greedy appetite for business speed. As companies strive to be faster and more agile, he said they won’t get there quickly.
“So AI is a welcome technology to enable this change,” Mueller explained. “ServiceNow’s proposal is to mix AI with human expertise through its new Impact offering, and we are eager to see if the adoption of the platform will be successful.”
ServiceNow hopes this has helped some early adopters and achieved some very good results. For example, ServiceNow Impact has already been used by the State of Montana to address talent shortages.
Chief Information Officer Kevin Gilbertson said the state struggled to get enough developers in the early days of its digital transformation. “We need to significantly increase the number of people creating applications,” he said. “ServiceNow Impact is an extensive personalized enterprise program that will help fill critical roles and provide technical training for a seamless experience.”
Photo: ServiceNow
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