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The ServiceNow Forecast: Our predictions for 2024

With ServiceNow hitting a share price high in December 2023, the digital workflow platform shows no signs of slowing down in 2024. We share some of our predictions and what we’re excited to see from ServiceNow in the next 12 months.

It’s predicted that 2024 will see over $2.5 trillion invested in digital transformation projects1 – and ServiceNow is set to play a key role in helping organisations accelerate their transformation and realise their wider business objectives.

2023 saw the NOW Platform go from strength to strength before hitting its highest-ever share price just before Christmas. There’s no doubt that ServiceNow will continue to shape how organisations deliver digital services and transform the user experience – but what can you expect to see from ServiceNow in 2024?

We asked our FlyFormers to share their predictions on what 2024 will bring and the moments they’re most looking forward to in the world of ServiceNow.

ServiceNow in 2024: What’s on the horizon?

1. A focus on ServiceNow as a strategic platform

- Rob Jenkins, Chief Commercial Officer

"2024 is shaping up to be a crucial year for enterprise technology and ServiceNow is leading that charge. With advancements in GenAI, there’s a huge opportunity to use ServiceNow to strategically transform how organisations work in a way that wasn’t possible before.

"ServiceNow’s AI strategy and approach played a key part in the platform’s development in 2023, and I think we’ll see it take centre stage once again at this year’s Knowledge event in Las Vegas in May. I’m excited for FlyForm to embrace and support this approach because it stands to provide enormous value across sales, delivery, fulfillers and users.

"For us at FlyForm, I’m looking forward to catching up with the ServiceNow executives and teams we work with at the Sales Kick-off in January and using those insights to help our clients build their strategy and roadmap for 2024 and beyond."

2. The maturing of GenAI for the enterprise

- Rav Lehal, Engagement Director

"AI will definitely continue to be a hot topic in 2024. The arrival of GenAI sparked a whole swathe of smaller AI products and solutions, but I think this will be the year we see it mature into use at the enterprise level – and ServiceNow is already taking the lead on what that will look like with the improvements to its virtual chat and virtual agent capabilities.

"Personally, I think we’ll eventually see this evolve into a complete virtual persona built on AI and machine learning (ML). Whether we see it in 2024 who knows, but I think it will happen – and sooner than we expect."

3. ServiceNow stepping into the finance and supply chain space

- Ryan Duce, Technical Consultant Team Lead

"There’s a lot of work going on in ServiceNow’s new Finance and Supply Chain workflows that I’m interested to see develop in 2024.

"Primarily because it’s a very different use case to where ServiceNow normally operates – and it isn’t positioning itself as a replacement for the existing ERP or system of record platforms out there, but as a way to provide a user-friendly interface, automate processes, tie those systems together and make life much easier for middle and back office teams."

4. The release of CSDM v5

- Sam Findlay, Senior Technical Consultant

"It was announced at last year’s Knowledge event, but I’m looking forward to the next version of the common service data model (CSDM) being released.

"CSDM has come a long way from its original version, but it’s far from completion. I say that because I believe ServiceNow will eventually expand and integrate the model into all of its suites. Right now, it’s mostly associated with ITOM but I can see it expanding into HRSD, CSM, SecOps and more.

"If ServiceNow continues to develop CSDM as it currently is, it could become the universal data model that brings everything together. This not only makes it easier for clients to adopt more of the platform but also means that there’s a clear starting point and that they won’t be starting from scratch."

5. Increased threat protection and advanced learning through digital twins

- Steven Williams, Head of FlyForm Labs

"ServiceNow is at the confluence of two major areas of focus for businesses in the modern digital landscape: cybersecurity and artificial intelligence.

"I’m excited to see how ServiceNow leverages the potential of generative AI to automate responses to cyber attacks through the Now Platform.

"With ransomware becoming “modularised”, making it more accessible to a wider range of attackers, and with organisations’ attack surfaces growing exponentially, automation to help triage and respond to incoming threats will become vital for businesses in 2024 and beyond.

"I think we’ll also see some more emerging tech making its way into the NOW Platform in 2024 – digital twins for some common work personas like service desk agents, for example, could see new hires in those roles being instantly effective through autocompletion and automation based on the accumulated experiences of hundreds of previous workers in that role.

"Each interaction a user has with their digital twin would also serve as a learning opportunity, enhancing the model through reinforcement learning, so, over time, they’re likely to reach a level of proficiency comparable to the most skilled human workers in various everyday tasks."

A year of transformation

It’s certainly shaping up to be a transformative year for ServiceNow – both for the platform itself and the organisations who use it.

We couldn’t be more excited to start seeing some of these predictions come to life and explore how they can help change the way you work for the better.

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