ServiceNow Business Market by Services, End-User

List of Tables

[194 Pages Report] The ServiceNow Business Market size was estimated at USD 32.36 billion in 2023 and expected to reach USD 36.85 billion in 2024, at a CAGR 14.20% to reach USD 82.01 billion by 2030.

ServiceNow businesses offer a comprehensive suite of solutions to enhance customer experience, improve process efficiency, and drive operational performance. It enables organizations to effectively manage their daily operations and customer interactions using automation, security, and scalability. The cloud-based applications included in ServiceNow Services cover service management, workflow automation, asset tracking, data visualization, and system integrations. The need for ServiceNow platforms is increasing as organizations recognize the value of digital transformation across various business functions. By leveraging ServiceNow services, organizations streamline their processes, gain valuable insights, achieve a unified platform for efficient operations, and empower organizations to deliver exceptional service and optimize their overall performance. However, organizations face challenges due to complex customization requirements or a lack of internal expertise when implementing ServiceNow. In addition, end-users also pose issues related to data security and compliance. Organizations are emphasizing enhancing customer services and experiences, driving the adoption of ServiceNow to improve customer satisfaction and loyalty. Additionally, ServiceNow platforms are backed by robust integration capabilities, allowing seamless connectivity with other systems and applications. Organizations are increasingly investing in ServiceNow platform innovation to stay ahead of evolving business needs, leveraging advancements in user experience, automation, AI integration, and data analytics.

KEY MARKET STATISTICS
Base Year [2023]	USD 32.36 billion
Estimated Year [2024]	USD 36.85 billion
Forecast Year [2030]	USD 82.01 billion
CAGR (%)	14.20%

Services: Increasing demand for ServiceNow business for IT service management

ServiceNow's IT service management services help organizations streamline their IT service operations by automating service requests, incident management, problem management, change management, and asset management. IT operation management optimizes IT infrastructure and functions such as event management, infrastructure discovery, cloud management, service mapping, and operational intelligence. This service enables organizations to align IT initiatives with business goals, including project portfolio management, demand management, resource management, and financial management. On the other hand, customer service management focuses on enhancing customer experiences and improving service delivery, such as case management, self-service portals, knowledge management, and omnichannel support to deliver personalized and efficient customer service to gain customer satisfaction and loyalty. HR service delivery services help organizations streamline and automate HR processes such as employee self-service, case management, onboarding/offboarding workflows, and HR knowledge management. Security operations services have emerged to be an essential aspect as they focus on enhancing security incident response and threat intelligence, including features such as security incident management, vulnerability response, threat intelligence, and security orchestration and automation to identify and respond to security incidents effectively, proactively mitigate vulnerabilities, and streamline security operations.

End-User: Expanding the application of ServiceNow business in financial services

The ServiceNow business offers patient management for improving patient experiences and IT operations management for ensuring the availability and performance of critical systems. In the financial service sector, ServiceNow offers risk management, regulatory compliance, and customer service management to improve operational efficiency. The platform enables manufacturers to automate processes and enhance collaboration between production departments. ServiceNow solutions also conducts asset, supply chain, quality, and facilities management to ensure smooth production processes. The IT sector can utilize ServiceNow to enhance network operations to deliver reliable services. The ServiceNow business provides the capabilities for IT service management, case management, security operations, and managing citizen portals.

Regional Insights

ServiceNow business has observed a large customer base across the Americas, driven by the exponential technological advancements in the IT, finance, healthcare, and government sectors. The market has witnessed several collaborations with a vast network of partners, including U.S. and Canadian consulting firms, system integrators, and managed service providers. The Asia-Pacific also has the presence of a rising number of partners who are serving ServiceNow solutions for enterprises meeting digital transformation initiatives. The business has made significant investments in expanding operations, sales, and partnerships across India, China, Japan, South Korea, Thailand, and Australia for catering to small and medium enterprises. Many well-known organizations have formed alliances with ServiceNow solutions, providing industry-specific solutions and frameworks addressing the requirements of different sectors. The European region has raised strict guidelines regarding the security of the users of ServiceNow, which has encouraged the introduction of compliant solutions. The business has been working towards considering legal, technical, and organizational safeguards to offer customers products that meet their compliance obligations.

FPNV Positioning Matrix

The FPNV Positioning Matrix is pivotal in evaluating the ServiceNow Business Market. It offers a comprehensive assessment of vendors, examining key metrics related to Business Strategy and Product Satisfaction. This in-depth analysis empowers users to make well-informed decisions aligned with their requirements. Based on the evaluation, the vendors are then categorized into four distinct quadrants representing varying levels of success: Forefront (F), Pathfinder (P), Niche (N), or Vital (V).

Market Share Analysis

The Market Share Analysis is a comprehensive tool that provides an insightful and in-depth examination of the current state of vendors in the ServiceNow Business Market. By meticulously comparing and analyzing vendor contributions in terms of overall revenue, customer base, and other key metrics, we can offer companies a greater understanding of their performance and the challenges they face when competing for market share. Additionally, this analysis provides valuable insights into the competitive nature of the sector, including factors such as accumulation, fragmentation dominance, and amalgamation traits observed over the base year period studied. With this expanded level of detail, vendors can make more informed decisions and devise effective strategies to gain a competitive edge in the market.

Key Company Profiles

The report delves into recent significant developments in the ServiceNow Business Market, highlighting leading vendors and their innovative profiles. These include Accenture PLC, Atos SE, Birlasoft, Capgemini SE, Cask LLC, CDW LLC., CGI Group Inc, Cognizant Technology Solutions Corporation, Deloitte Touche Tohmatsu Limited, DXC Technology Company, Ernst & Young Global Limited, Fujitsu Limited, GlideFast Consulting LLC, HCL Technologies Ltd, Hexaware Technologies Limited., Hitachi, Ltd., Infosys Limited, International Business Machines Corporation, KPMG International Limited, LTIMindtree Limited, Nagarro Software Pvt. Ltd., NTT DATA Corporation, ServiceNow, Inc., T-Systems International GmbH, Tech Mahindra Limited., TEKsystems Global Services, LLC, Unisys Corporation, Virtusa Corporation, Wipro Limited, and World Wide Technology.

Market Segmentation & Coverage

This research report categorizes the ServiceNow Business Market to forecast the revenues and analyze trends in each of the following sub-markets:

Services
- Customer Service Management
- HR Service Delivery
- IT Business Management
- IT Operations Management
- IT Service Management
- Security Operations

End-User
- Financial Services
- Government
- Healthcare
- Manufacturing
- Telecommunication

Region
- Americas
  - Argentina
  - Brazil
  - Canada
  - Mexico
  - United States
    - California
    - Florida
    - Illinois
    - New York
    - Ohio
    - Pennsylvania
    - Texas
- Asia-Pacific
  - Australia
  - China
  - India
  - Indonesia
  - Japan
  - Malaysia
  - Philippines
  - Singapore
  - South Korea
  - Taiwan
  - Thailand
  - Vietnam

Europe, Middle East & Africa
- Denmark
- Egypt
- Finland
- France
- Germany
- Israel
- Italy
- Netherlands
- Nigeria
- Norway
- Poland
- Qatar
- Russia
- Saudi Arabia
- South Africa
- Spain
- Sweden
- Switzerland
- Turkey
- United Arab Emirates
- United Kingdom

The report offers valuable insights on the following aspects:

1. Market Penetration: It presents comprehensive information on the market provided by key players.

2. Market Development: It delves deep into lucrative emerging markets and analyzes the penetration across mature market segments.

3. Market Diversification: It provides detailed information on new product launches, untapped geographic regions, recent developments, and investments.

4. Competitive Assessment & Intelligence: It conducts an exhaustive assessment of market shares, strategies, products, certifications, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players.

5. Product Development & Innovation: It offers intelligent insights on future technologies, R&D activities, and breakthrough product developments.

The report addresses key questions such as:

1. What is the market size and forecast of the ServiceNow Business Market?

2. Which products, segments, applications, and areas should one consider investing in over the forecast period in the ServiceNow Business Market?

3. What are the technology trends and regulatory frameworks in the ServiceNow Business Market?

4. What is the market share of the leading vendors in the ServiceNow Business Market?

5. Which modes and strategic moves are suitable for entering the ServiceNow Business Market?

Product Code: MRR-28313878F1B8

1. Preface

1.1. Objectives of the Study
1.2. Market Segmentation & Coverage
1.3. Years Considered for the Study
1.4. Currency & Pricing
1.5. Language
1.6. Stakeholders

2. Research Methodology

2.1. Define: Research Objective
2.2. Determine: Research Design
2.3. Prepare: Research Instrument
2.4. Collect: Data Source
2.5. Analyze: Data Interpretation
2.6. Formulate: Data Verification
2.7. Publish: Research Report
2.8. Repeat: Report Update

3. Executive Summary

4. Market Overview

5. Market Insights

5.1. Market Dynamics
- 5.1.1. Drivers
  - 5.1.1.1. Increasing need for ServiceNow platforms as a digital transformation strategy for varied business functions
  - 5.1.1.2. Growing demand for streamlined IT service & operation management
  - 5.1.1.3. Rising focus on improving customer services and experiences
- 5.1.2. Restraints
  - 5.1.2.1. Complexities associated with the integration of the ServiceNow platform with existing systems
- 5.1.3. Opportunities
  - 5.1.3.1. Ongoing development and expansion of the ServiceNow platforms
  - 5.1.3.2. Growing emphasis on employee experience and HR service delivery
- 5.1.4. Challenges
  - 5.1.4.1. Issues associated with the data security and compliance measures
5.2. Market Segmentation Analysis
- 5.2.1. Services: Increasing demand for ServiceNow business for IT service management
- 5.2.2. End-User: Expanding the application of ServiceNow business in financial services
5.3. Market Disruption Analysis
5.4. Porter's Five Forces Analysis
- 5.4.1. Threat of New Entrants
- 5.4.2. Threat of Substitutes
- 5.4.3. Bargaining Power of Customers
- 5.4.4. Bargaining Power of Suppliers
- 5.4.5. Industry Rivalry
5.5. Value Chain & Critical Path Analysis
5.6. Pricing Analysis
5.7. Technology Analysis
5.8. Patent Analysis
5.9. Trade Analysis
5.10. Regulatory Framework Analysis

6. ServiceNow Business Market, by Services

6.1. Introduction
6.2. Customer Service Management
6.3. HR Service Delivery
6.4. IT Business Management
6.5. IT Operations Management
6.6. IT Service Management
6.7. Security Operations

7. ServiceNow Business Market, by End-User

7.1. Introduction
7.2. Financial Services
7.3. Government
7.4. Healthcare
7.5. Manufacturing
7.6. Telecommunication

8. Americas ServiceNow Business Market

8.1. Introduction
8.2. Argentina
8.3. Brazil
8.4. Canada
8.5. Mexico
8.6. United States

9. Asia-Pacific ServiceNow Business Market

9.1. Introduction
9.2. Australia
9.3. China
9.4. India
9.5. Indonesia
9.6. Japan
9.7. Malaysia
9.8. Philippines
9.9. Singapore
9.10. South Korea
9.11. Taiwan
9.12. Thailand
9.13. Vietnam

10. Europe, Middle East & Africa ServiceNow Business Market

10.1. Introduction
10.2. Denmark
10.3. Egypt
10.4. Finland
10.5. France
10.6. Germany
10.7. Israel
10.8. Italy
10.9. Netherlands
10.10. Nigeria
10.11. Norway
10.12. Poland
10.13. Qatar
10.14. Russia
10.15. Saudi Arabia
10.16. South Africa
10.17. Spain
10.18. Sweden
10.19. Switzerland
10.20. Turkey
10.21. United Arab Emirates
10.22. United Kingdom

11. Competitive Landscape

11.1. Market Share Analysis, 2023
11.2. FPNV Positioning Matrix, 2023
11.3. Competitive Scenario Analysis
- 11.3.1. Globant Launches ServiceNow Studio to Help Companies Deliver Digital Experiences of the Future for Employees, Customers, and Partners
- 11.3.2. ServiceNow, NVIDIA, and Accenture Team to Accelerate Generative AI Adoption for Enterprises
- 11.3.3. ServiceNow unveils transformative innovations at Knowledge 2023
11.4. Strategy Analysis & Recommendation

12. Competitive Portfolio

12.1. Key Company Profiles
12.2. Key Product Portfolio