The ServiceNow ITSM Benefits a CFO Actually Buys, Two Years After Sign-Off
A CFO at a 500-person industrial services company sent me a note last month. He had been part of the decision to buy ServiceNow about two and a half years before, had signed the implementation statement of work, and had just finished a quiet internal review of what the platform had actually delivered. He wanted my view on something that was bothering him. The business case he had approved in 2023 was wrong on almost every line. The savings he had been pitched never materialised in the way the slides said they would. And he was still, two years later, enthusiastic about the investment. He asked me whether that was normal. I told him it was more normal than most people in the industry want to admit, and that if he looked carefully at what the platform had actually delivered, he would find a different and better set of ServiceNow ITSM benefits than the ones he had been sold on. We spent an hour on the call working out what those were. I want to write up what we discussed, because it is a much more honest conversation about why ServiceNow is worth the money than most of the pre-sale material I see pitched into mid-market CFOs.
