Enterprises in Australia are rapidly adopting ServiceNow as they recognize the benefits of the workflow management platform across various functions, according to a recent report by Information Services Group (ISG). While ServiceNow has traditionally been used for IT service management (ITSM), organizations in Australia are now leveraging its capabilities in other areas such as HR, security, and customer experience. This expansion of ServiceNow adoption may be further accelerated by the introduction of Generative AI (GenAI), which powers the company’s new Now Assist tool.
The report highlights that Australian federal agencies, financial services companies, and highly regulated organizations have been early and strong adopters of ServiceNow for multiple functional areas. However, extensive deployments of ServiceNow have been primarily limited to large enterprises due to the associated costs. GenAI, with its potential to automate processes, particularly in data-intensive use cases like ITSM, HR, and security, presents an opportunity for wider adoption.
The Now Assist platform, which utilizes advanced machine-learning algorithms, offers automation of repetitive tasks, recommendations, and streamlined decision-making. With Australian companies facing challenges such as high labor costs and steep inflation, the promise of automation is likely to generate significant interest in implementing Now Assist.
In addition to workflow management, ServiceNow’s Knowledge Extraction feature, powered by AI algorithms, has gained traction in document-heavy departments such as finance and legal. By extracting specific data fields from unstructured sources, Knowledge Extraction enhances processes like order-to-cash and procure-to-pay, resulting in improved efficiency and reduced errors.
The report also explores other trends in the Australian ServiceNow ecosystem, including the importance of skills development for service providers and growing collaborations between ServiceNow and its ecosystem partners.
Overall, the adoption of ServiceNow in Australia is poised to continue its upward trajectory as organizations recognize its potential to transform and optimize business processes beyond IT service management.
Enterprises in Australia are increasingly embracing ServiceNow for enhanced workflow management, with organizations recognizing the benefits of the platform across various functions, according to a recent report by Information Services Group (ISG). While ServiceNow has traditionally been utilized for IT service management (ITSM), Australian companies are now expanding its use in areas such as HR, security, and customer experience.
One current market trend is the broader adoption of ServiceNow across different sectors. Australian federal agencies, financial services companies, and highly regulated organizations have been early and strong adopters of the platform for multiple functional areas. However, the extensive deployment of ServiceNow has been primarily limited to large enterprises due to the associated costs.
To address this challenge, the introduction of Generative AI (GenAI) and its integration with ServiceNow’s new Now Assist tool could pave the way for wider adoption. GenAI has the potential to automate processes, particularly in data-intensive use cases like ITSM, HR, and security, thereby reducing the need for manual labor and potentially lowering costs.
Now Assist, powered by advanced machine-learning algorithms, offers automation of repetitive tasks, recommendations, and streamlined decision-making. With Australian companies grappling with high labor costs and steep inflation, the promise of automation is likely to generate significant interest and drive the implementation of Now Assist.
Additionally, ServiceNow’s Knowledge Extraction feature, which utilizes AI algorithms, is gaining traction in document-heavy departments such as finance and legal. By extracting specific data fields from unstructured sources, Knowledge Extraction enhances processes like order-to-cash and procure-to-pay, resulting in improved efficiency and reduced errors.
Despite the many advantages, there are some challenges and controversies associated with the adoption of ServiceNow in Australia. The high costs associated with extensive deployments have limited smaller enterprises from fully utilizing the platform’s capabilities. Furthermore, there may be concerns about the displacement of manual labor with automation, leading to potential job losses or resistance from employees.
Looking ahead, key advantages of ServiceNow adoption include improved efficiency, reduced errors, and optimized business processes beyond ITSM. The platform’s ability to enhance workflows across different functions offers organizations the opportunity to streamline operations and achieve better outcomes.
For more information on ServiceNow and its impact in the Australian market, you can visit the official ServiceNow website at servicenow.com.