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ServiceNow, Inc. is a cloud-based platform company that enhances workflow efficiency across various industries, including government, financial services, healthcare, telecommunications, manufacturing, IT services, technology, oil and gas, education, and consumer products . The company offers digital workflow products that automate and connect work across systems, organized into four main workflow areas: Technology, Customer and Industry, Employee, and Creator . ServiceNow's platform is highly adaptable, addressing workflow challenges across any enterprise department, and is recognized for its innovation, particularly in integrating generative AI .
- Digital Workflow Products - Automates and connects work across systems, contributing significantly to subscription revenues and enhancing business outcomes .
- IT Operations Management (ITOM) Products - Provides solutions for managing IT operations, priced on a subscription unit basis, and supports enterprise IT infrastructure .
- Technology Workflows - Focuses on IT service management, operations management, and business management to streamline technology processes .
- Customer and Industry Workflows - Enhances customer service and industry-specific operations, improving customer engagement and satisfaction .
- Employee Workflows - Facilitates HR service delivery, workplace services, and employee experience, optimizing workforce management .
- Creator Workflows - Empowers users to build custom applications and automate processes, fostering innovation and efficiency .
| Name | Position | External Roles | Short Bio | Start Date |
|---|---|---|---|---|
William R. McDermott ExecutiveBoard | Chairman of the Board and Chief Executive Officer | Board Member at Zoom Video Communications, Inc. and Fisker Inc. | William R. McDermott has been CEO since November 2019 and Chairman since October 2022. He is recognized for his leadership in scaling companies and operational expertise. | Nov 2019 |
Amit Zavery Executive | President, Chief Product Officer, and Chief Operating Officer | Board Member at Broadridge Financial Solutions, Inc. | Amit Zavery joined ServiceNow in October 2024, previously holding leadership roles at Google Cloud and Oracle Corporation. | Oct 2024 |
Christopher Bedi Executive | Chief Customer Officer and Special Advisor to the Chairman for AI Transformation | None | Christopher Bedi has been with ServiceNow since September 2015, transitioning through roles such as CIO and Chief Digital Information Officer. | Sep 2015 |
Gina Mastantuono Executive | Chief Financial Officer | Board Member at Roblox Corporation and Gong.io Inc. | Gina Mastantuono has been CFO since January 2020, previously serving as EVP and CFO at Ingram Micro Inc.. | Jan 2020 |
Jacqueline Canney Executive | Chief People Officer | Board of Directors at Project Healthy Minds, i4cp, and Boston College | Jacqueline Canney joined ServiceNow in July 2021, previously serving as Global Chief People Officer at WPP Group. | Jul 2021 |
Nicholas Tzitzon Executive | Chief Strategy and Corporate Affairs Officer | None | Nicholas Tzitzon joined ServiceNow in January 2020, previously serving as EVP at SAP SE. | Jan 2020 |
Paul Smith Executive | President of Global Customer and Field Operations | None | Paul Smith joined ServiceNow in July 2020, initially as President EMEA, and was promoted to his current role in January 2025. | Jul 2020 |
Russell S. Elmer Executive | General Counsel and Secretary | None | Russell S. Elmer has been General Counsel and Secretary since November 2018, with previous roles at LendingClub and PayPal. | Nov 2018 |
Anita M. Sands Board | Director | Board Member at Nu Holdings Ltd. and Venture Partner at New Enterprise Associates | Anita M. Sands has been a director since July 2014 and has extensive experience in financial services and technology. | Jul 2014 |
Deborah Black Board | Director | Board Member at University of Michigan, Stanford University, IslandWood, and The Overlake School | Deborah Black joined the board in April 2023 and has extensive experience in technology and management. | Apr 2023 |
Frederic B. Luddy Board | Director | None | Frederic B. Luddy founded ServiceNow in June 2004 and has served on the board since its inception. | Jun 2004 |
Jeffrey A. Miller Board | Lead Independent Director | CEO of JAMM Ventures and Trustee for Santa Clara University | Jeffrey A. Miller has been Lead Independent Director since October 2017 and joined the board in February 2011. | Feb 2011 |
Jonathan C. Chadwick Board | Independent Director | Board Member at Zoom Video Communications, Inc., Samsara Inc., and Confluent, Inc. | Jonathan C. Chadwick joined the board in October 2016 and is a member of the Audit Committee. | Oct 2016 |
Joseph M. Quinlan Board | Director | Board Member at Jones Lang LaSalle and Booking Holdings Inc. | Joseph M. Quinlan has been a director since July 2021 and brings extensive management experience from Deloitte. | Jul 2021 |
Lawrence J. Jackson, Jr. Board | Independent Director | Founder and CEO of gamma | Lawrence J. Jackson, Jr. joined the board in October 2020 and brings extensive consumer experience. | Oct 2020 |
Paul E. Chamberlain Board | Director | Board Member at TriNet Group, Inc. and Veeva Systems Inc. | Paul E. Chamberlain has been on the board since October 2016 and serves on the Audit and Leadership Development and Compensation Committees. | Oct 2016 |
Susan L. Bostrom Board | Incoming Lead Independent Director | Board Member at Gitlab Inc. and Samsara Inc. | Susan L. Bostrom has been a director since 2014 and is the Chair of the Compensation Committee. | 2014 |
Teresa Briggs Board | Director | Board Member at Snowflake Inc., DocuSign, Inc., and Warby Parker Inc. | Teresa Briggs has been a director since March 2019 and serves as Chair of the Audit Committee. | Mar 2019 |
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With the significant uptick in headcount additions and operating expense growth in the back half of the year, particularly in sales and marketing and R&D, how are you balancing these investments with the need for prudent cost management, and can you provide more detail on the expected pace of investment beyond Q4?
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The strong growth in RPO is driven by longer contract terms and larger deal sizes, but as contract durations increase, how are you ensuring that you are not taking on additional risk, and what strategies are in place to manage potential future changes in customer commitment levels?
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With the introduction of the workflow data fabric and Raptor DB, how does this new data platform enable revenue generation opportunities that were not possible before, and what are your plans for monetizing these new capabilities given the competitive landscape?
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You mentioned the hiring of Amit, who has expertise in packaging and pricing. Does this indicate a potential shift in your pricing strategy, particularly regarding your AI offerings like Now Assist and Agentic AI, and how do you anticipate this affecting customer adoption and revenue growth?
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As you continue to expand your AI capabilities with products like Now Assist and Agentic AI, are you seeing any changes in the sales cycle or customer hesitancy due to the integration of these advanced technologies, and how are you addressing any potential challenges in customer adoption?
Competitors mentioned in the company's latest 10K filing.
| Company | Description |
|---|---|
Our business is highly competitive, rapidly evolving and fragmented, and subject to disruptive technologies with low barriers to entry, to shifting customer needs and to frequent introductions of new products and services. As our business expands and the industries in which we operate evolve, we increasingly find ourselves in competition with solutions and alternative approaches to solving customer needs, including, among others: enterprise application software vendors (including cloud-based and traditional on-premises vendors) such as Oracle. | |
Our business is highly competitive, rapidly evolving and fragmented, and subject to disruptive technologies with low barriers to entry, to shifting customer needs and to frequent introductions of new products and services. As our business expands and the industries in which we operate evolve, we increasingly find ourselves in competition with solutions and alternative approaches to solving customer needs, including, among others: enterprise application software vendors (including cloud-based and traditional on-premises vendors) such as SAP. | |
Our business is highly competitive, rapidly evolving and fragmented, and subject to disruptive technologies with low barriers to entry, to shifting customer needs and to frequent introductions of new products and services. As our business expands and the industries in which we operate evolve, we increasingly find ourselves in competition with solutions and alternative approaches to solving customer needs, including, among others: enterprise application software vendors (including cloud-based and traditional on-premises vendors) such as Salesforce. | |
Our business is highly competitive, rapidly evolving and fragmented, and subject to disruptive technologies with low barriers to entry, to shifting customer needs and to frequent introductions of new products and services. As our business expands and the industries in which we operate evolve, we increasingly find ourselves in competition with solutions and alternative approaches to solving customer needs, including, among others: enterprise application software vendors (including cloud-based and traditional on-premises vendors) such as Workday. |
| Customer | Relationship | Segment | Details |
|---|---|---|---|
U.S. federal channel partner and systems integrator | Channel partner and systems integrator for the U.S. government | All | 12% of total accounts receivable as of Dec 31, 2024 (≈$268.8 million of $2,240 million ), 11% of total revenue for 2024 (≈$1,208 million of $10,984 million ). |
Notable M&A activity and strategic investments in the past 3 years.
| Company | Year | Details |
|---|---|---|
G2K Group GmbH | 2023/2024 | The acquisition was completed on July 17, 2023, to enhance ServiceNow’s Now Platform with smart IoT technology; it was valued at $465 million in cash (with a first installment in July 2023 and a second installment of $184 million in February 2024) and included allocations such as a $75 million intangible asset and $414 million in goodwill. |
Additional Unspecified Acquisitions (nine months ended September 30) | 2024 | During the nine months ended September 30, 2024, ServiceNow completed acquisitions with a total purchase consideration of $81 million aimed at enhancing its products with new technology and engineering talent, with an overall material financial impact that was not significant. |
Unspecified Acquisition (nine months ended September 30) | 2023 | The acquisition resulted in a $413 million increase in goodwill, utilized $282 million in net cash for business combinations, and raised the developed technology intangible asset by $73 million, offset in part by a $33 million reduction in goodwill due to foreign currency translation adjustments. |
Hitch Works, Inc. | 2022 | Acquired on June 15, 2022 for $57 million in cash, this deal aimed to address talent gaps by linking employee learning and development with workforce planning; the purchase price was allocated to a $14 million intangible asset, $2 million in deferred tax liabilities, and $45 million in goodwill driven by expected synergies. |
Era Software, Inc. | 2022 | The acquisition was part of a strategy to boost observability capabilities by integrating a scalable, cloud-native log management solution that complements ServiceNow’s existing offerings (especially Lightstep), thereby unifying telemetry, logs, metrics, and traces to reduce costs and improve user experience. |
Recent developments and announcements about NOW.
Earnings
New Earnings (Q4 2024)
·Jan 30, 2025, 8:12 AMView full earnings summary →ServiceNow Q4 2024 results underscore robust AI-driven demand. McDermott sees a shift from AI hype to real business model innovation. The new hybrid subscription/consumption pricing is set to spark 'hockey stick' usage growth, but near-term revenue recognition remains uncertain.
8-K Filings
8-K Filing
·Feb 19, 2025, 9:34 PMFinancial ExhibitsRegulation FD DisclosureView full 8-K filing →ServiceNow has signed a definitive agreement to acquire Moveworks for $2.85B in cash and stock. The deal is subject to customary adjustments, closing conditions, and regulatory approvals, with an expected close in the second half of 2025.