The ServiceNow ITSM Benefits a CFO Actually Pays For
Last quarter I sat in a budget review with a CIO and his CFO at a mid-market industrial group. The CIO had built a thirty-slide ServiceNow business case. Process automation, self-service portal, AI triage, modern UX, vendor consolidation. The CFO listened for about four minutes, then put down his pen. "Tell me which of these numbers gets smaller next year and by how much." The CIO did not have an answer. He had benefits. He did not have a number the finance function could put into a forecast and defend at audit. The deal stalled for six months. When it eventually got signed it was for a third of the original scope. That CFO is not unusual. He is the modal CFO in mid-market Europe right now, and he is the person who actually decides whether ServiceNow gets bought.