ServiceNow throws AI at digital transformation ROI problem

Looking to accelerate the ROI on IT's digital transformation projects, ServiceNow has delivered an offering that combines an AI-based recommendation engine with a collection of support tools and technical support. When ServiceNow started developing its new software, called ServiceNow Impact, two years ago, it interviewed 500 of its customers along with 200 software buyers. What the company learned from those conversations was the majority of organizations lacked the ability to map a strategic vision for transformation and then turn that map into an operating model. IDC estimated in a report released this month that users have spent some $3 trillion on digital transformation projects in the past three years. However, less than half of those companies said those projects delivered the expected results.