Acorio Study: Digital Transformation Topples Service Management as Top Business Priority

The new executive summary from Acorio’s third annual ServiceNow Insights Survey examines the state of Digital Transformation and the lasting impact of COVID-19 on strategic technology strategy

BOSTON–(BUSINESS WIRE)–#Acorio–As ServiceNow establishes enterprise dominance in a bid to become the “platform of platforms”, digital transformation has overtaken service management as the top strategic priority for businesses, according to data released today by Acorio, an NTT DATA company and the largest pure-play ServiceNow consultancy. This release is the third annual ServiceNow Insight and Vision Report, and the only full-scale analysis with original data and insights on the Global ServiceNow ecosystem.

This first look Executive Summary comes from the largest global survey focused exclusively on ServiceNow and Technology Transformation. With nearly 500 responses, this year’s report is the company’s largest study conducted to date.

The Elite ServiceNow Partner’s inaugural survey took place in 2018 after recognizing the gap in existing technology and platform insights. Since then, it has published three additional surveys, including a COVID-19 impact survey and report in 2020, with subsequent reports, conference presentations, webinars, and more.

With the full 2021 ServiceNow Insight and Vision Report scheduled to be released in May, this 25-page Executive Summary shares the big picture look at Digital Transformation in modern organizations, how global challenges have dictated technology strategy when it comes to both employees and customers, and how ServiceNow is being utilized throughout the Enterprise (including challenges, results, and roadmap insights).

“I cannot think of a year that first-person data could be more important,” shares SVP of Acorio, Ellen Daley. “With a backdrop of seismic changes to all levels of business and industries – we have seen a new rise in digital transformation initiatives and interest at the executive level. We know that ServiceNow’s role in empowering that transformation is growing – and are so thrilled to share new first-person data to help address the questions we are continuously fielding surrounding return to work and the future of technology strategy.”

Digital transformation grew 20 percent year-over-year, becoming the top business initiative over Service Management. While many organizations were evolving towards transformation, the past 14 months have put the need for business digitization to a different level of strategic conversations – and one that, uniquely, cuts across all industries and company sizes as all have been impacted in a variety of ways by the Global health crisis and ensuing response.

Where before COVID-19 many enterprises were using digital to incrementally improve parts of their businesses, we now see these same traditional enterprises were forced to rethink their technology into a more wide-spread strategy and execution in order to serve the new needs of their operations, employees and customers.

  • 60 percent of organizations have been working on their digital transformation initiatives for over a year but only 14 percent are “almost complete” with their transformation.
  • 26 percent of organizations have started implementing AI and machine learning since the start of the COVID-19 pandemic.

Amidst this growth, ServiceNow has now successfully positioned itself as a necessary tool for the world’s leading companies.

This year’s survey results also reveal major platform growth amongst ServiceNow clients with 86% of companies using ServiceNow reporting implementations of two or more ServiceNow products, 63% companies reporting implementations three or more ServiceNow products, and 41% companies reporting implementations of four or more ServiceNow product in 2021. These numbers have jumped significantly from the numbers reported in Acorio’s 2019 report, 54%, 27%, and 12% respectively.

Survey Demographics and Methodology

Acorio’s ServiceNow Insight and Vision Survey was conducted completely anonymously through an online platform, We received 492 responses from individual participants, all of whom were required to provide demographic information, including company size, job role, department, company industry, and whether or not they used ServiceNow. The remaining questions pertained only to respondents who are or who have used ServiceNow (75 percent) and were not required. For more demographic and methods information, please see our complete report.

About Acorio

An Elite ServiceNow partner, Acorio, an NTT DATA company, is the largest pure-play ServiceNow consultancy in the world. Our commitment is to our clients, to inspire and guide them to realize immediate ROI and ensure long-term success along their entire ServiceNow journey. The firm now employs ~ 300 employees focusing 100 percent on ServiceNow. Headquartered in Boston, MA, Acorio has nine regional hubs across the U.S. and an international presence in Spain and Australia. The consultancy serves Fortune 1000 and Global 2000 clients in multiple industries ranging from healthcare, financial services, manufacturing, to high tech and retail.


Phil LeClare

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