ServiceNow Recognized as Leader in Task-Centric Automation by Forrester

2024-12-11 digitalcare

Santa Clara, Wednesday, 11 December 2024.
ServiceNow’s Automation Engine scored top marks in advanced AI and vision, enhancing task automation and operational efficiency, as highlighted in Forrester’s Q4 2024 report.

Recognition and Key Achievements

On December 10, 2024, ServiceNow achieved a significant milestone as Forrester Wave™ named it a Leader in Task-Centric Automation Software (TCAS) for Q4 2024 [1][2]. The company’s Automation Engine received the highest possible scores across several critical criteria, including advanced AI capabilities, vision, roadmap, and partner ecosystem [1][3]. This recognition particularly highlights ServiceNow’s excellence in integrating general AI capabilities into its solutions, enabling organizations to leverage data for smarter decision-making and sustainable operations [2].

Advanced Automation Capabilities

The ServiceNow Automation Engine stands out for its comprehensive feature set, including pre-built integrations, real-time data streaming, Robotic Process Automation (RPA), Agentic AI, and process mining capabilities [3]. As emphasized by Amit Saxena, VP and GM of Automation Engine at ServiceNow, ‘Customers must continuously improve their processes by leveraging data to automate every possible task’ [2]. The platform serves as the foundation for ServiceNow’s Workflow Data Fabric, effectively unlocking enterprise data from any source and enhancing Now Assist and AI Agents [3].

Real-World Implementation Success

A notable example of ServiceNow’s practical application comes from Xerox, which deployed the ServiceNow Field Service Management solution in September 2024 [6]. The implementation unified over 6,000 field technicians and significantly improved operational efficiency. According to Fred Beljaars, Executive Vice President at Xerox, the solution has enabled them to ‘streamline and standardize processes across global field service teams’ [6]. The deployment has yielded impressive results, including a reduction of 1,227 metric tons in CO2 emissions over two years and an average improvement in technician productivity of 53 minutes per day [6].

Market Position and Future Outlook

ServiceNow (NYSE: NOW) continues to strengthen its position as a key player in enterprise automation [4]. The company’s focus on AI-driven business transformation and its extensive global presence, with offices across major cities including Sydney, Melbourne, San Diego, and Tokyo, positions it well for continued growth [4]. Market analysts view this Forrester recognition as an indicator of strong potential for future expansion [5], particularly as organizations increasingly seek integrated solutions for task automation and AI-powered decision-making [3].

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