In an era defined by digital transformation, the future of work is being reshaped at an unprecedented pace. Technologies like AI, automation, and cloud computing are fundamentally altering how businesses operate, creating both challenges and opportunities. Among the platforms at the forefront of this evolution is ServiceNow — a leader in digital workflow solutions.
For consultants, ServiceNow’s rapid growth presents a wealth of opportunities. Understanding emerging trends is key to positioning yourself — or your firm — as a valued partner in this evolving landscape.
1. The Rise of Hyperautomation
Hyperautomation — the combination of AI, machine learning, robotic process automation (RPA), and other technologies to automate as many processes as possible — is a key theme in the future of work.
ServiceNow is heavily investing in hyperautomation capabilities across IT, HR, finance, and customer service departments. Consultants who understand process mapping, automation strategies, and ServiceNow’s automation engine will be in high demand.
Opportunity for Consultants:
- Helping organizations identify automation opportunities.
- Designing and deploying ServiceNow hyperautomation solutions.
- Building custom bots and workflows using the Now Platform.
2. Employee Experience (EX) is a Priority
The hybrid work environment is here to stay. Employees expect seamless, consumer-grade digital experiences at work. ServiceNow’s Employee Experience solutions — including the Employee Center, HR Service Delivery, and Workplace Service Delivery — are becoming mission-critical.
Opportunity for Consultants:
- Implementing and customizing ServiceNow’s EX solutions.
- Advising on employee journey mapping and experience design.
- Integrating ServiceNow with collaboration tools like Microsoft Teams and Slack.
3. Industry-Specific Solutions are Growing
ServiceNow is increasingly offering industry-specific products — for healthcare, financial services, manufacturing, and telecommunications, among others. This vertical expansion is opening niche consulting opportunities.
Opportunity for Consultants:
- Developing deep industry knowledge combined with ServiceNow expertise.
- Specializing in tailored implementations (e.g., Healthcare and Life Sciences Service Management).
- Offering industry-focused advisory services alongside technical deployments.
4. ESG and Risk Management Are Critical
Companies are under pressure to address Environmental, Social, and Governance (ESG) goals and proactively manage risks. ServiceNow’s offerings in Integrated Risk Management (IRM) and ESG Management are growing rapidly.
Opportunity for Consultants:
- Guiding organizations in building ESG reporting frameworks using ServiceNow.
- Implementing risk and compliance solutions.
- Advising on regulatory and operational resilience strategies.
5. AI and Predictive Intelligence Drive New Value
ServiceNow’s strategic focus on AI and predictive intelligence — including features like Virtual Agents, predictive workflows, and decision intelligence — will only grow stronger with the integration of generative AI.
Opportunity for Consultants:
- Designing AI-driven ServiceNow applications.
- Helping organizations adopt predictive analytics and automated decision-making.
- Training clients on AI governance and ethics within ServiceNow implementations.
6. Platform Customization and App Development
The Now Platform’s App Engine Studio empowers organizations to build custom apps faster than ever. However, many companies still need expert guidance on platform customization and low-code/no-code governance.
Opportunity for Consultants:
- Leading custom app development initiatives.
- Educating clients on best practices for citizen development.
- Offering managed services for ongoing platform innovation.
Final Thoughts
The intersection of ServiceNow and the future of work is rich with opportunity. Businesses are seeking partners who not only understand technology but also business processes, human-centered design, and strategic transformation.
For consultants willing to upskill, specialize, and stay agile, the future looks incredibly promising. ServiceNow’s continued platform evolution ensures that those who invest in expertise today will be the leaders driving tomorrow’s digital workplaces.