Powered by insights and real-world data from platform leaders, architects and teams, the 2026 report reveals how enterprise-level organizations across industries are scaling ServiceNow, enforcing governance, accelerating releases and adopting AI.
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2025 Report Highlights
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The 2025 edition uncovered significant shifts in how organizations are running and scaling their ServiceNow platforms. Top platform owners, developers, and executives contributed, across industries, giving us a clear picture of both challenges and opportunities across industries.
Automation Gap
Over 80% of organizations cited lack of automation as their top barrier to scaling ServiceNow.
Governance Blind Spots
65% of platform owners reported limited visibility and control across their ServiceNow environments, raising concerns around risk and compliance.
High-Performer Advantage
The top tier of organizations leveraged automation and governance to deliver updates 3x faster than peers, with significantly fewer incidents and rollbacks.
Strategic Impact
Respondents noted that strong ServiceNow operations not only improved IT delivery but also unlocked value for business initiatives such as digital transformation and customer experience.
Read 2025 Report
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What Will The 2026 Report Explore
Technical governance models and access control strategieso
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Compliance, audit readiness, and risk posture
AI readiness — measuring the real maturity curve
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