Published: 02 June 2023
This profile examines the performance metrics for ServiceNow as reported by GRB members in the 2023 Supplier Performance Review (SPR) survey.
After years of steadily increasing importance and satisfaction, the last two years have seen a dip in ServiceNow’s overall performance, and quality of products and services, as well as its status as a key partner in strategic initiatives.
While frustration with SaaS providers’ licensing models and price transparency is a common refrain among respondents, ServiceNow customers appear particularly, and increasingly, annoyed with the company’s product development and pricing tactics.
Nevertheless, the company remains a top performer in our survey, scoring the third-highest overall performance rating (trailing only Microsoft and AWS). Additionally, while company’s revenue growth has
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Analysts:
Abhinav Kalanee, Consult the Board Research Team
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