IDC Delivering Enterprise Value with Service Management

IDC’s analysis of ServiceNow customers using the company’s suite of cloud-based service management solutions demonstrates that these customers are creating substantial business value for both their IT operations and their business operations. ServiceNow delivers this value by reducing fragmentation of IT and other environments, automating repeatable processes, and improving service delivery, thereby making employees more productive and IT and business processes more efficient. IDC calculates that on average, ServiceNow customers interviewed for this study will capture total discounted benefits worth $36.8 million over five years1. This means that they will achieve an average return on investment (ROI) of 449%, with breakeven in their investment occurring in 7.4 months.