Digital transformation has become the main catalyst and business goal for organizational process initiatives. Increasingly empowered customers and threats from disruptive competitors are heightening this trend. According to Forrester’s Q1 2018 Digital Process Automation Survey, 32% of business and technology decision makers say that accelerating digital business transformation is their top driver for their process improvement initiatives.

Forrester Consulting conducted a Total Economic Impact™ (TEI) study to examine the potential business benefits enterprises may realize by deploying ServiceNow to catalyze digital business transformation.