More than three-quarters of companies consider the global technology talent shortage a key priority. Increased demand for cutting-edge technologies such as ServiceNow requires a skilled workforce to match, but the talent gap is rapidly widening.

This challenge presents organizations with an opportunity. As the fastest-growing enterprise software company and a cornerstone application for companies looking to digitize, ServiceNow is helping organizations seamlessly navigate digital transformation, and businesses can capitalize on these capabilities to drive innovation, efficiency, and growth. Companies can accelerate their digital enablement by upskilling their workforce with the skills needed to maximize ServiceNow functionality while meeting a wider demand for technology talent.


talent enablement is key to digital transformation. 

52% of CEOs see labor and skills shortages as a key obstacle to achieving profitability. On top of this, businesses are facing complexities in workflows – impacting all operations from IT to customer and employee experiences. It’s no surprise that recent trends have focused on the difficulties businesses are facing as a result:

  • 76% of companies consider technology talent shortage as a key priority area 
  • The average hiring time is 42 days 
  • Approximately 23M existing roles require reskilling or upskilling across the globe
  • The cost of hiring technology talent is increasing, averaging between $10k-$15k in 2023

A company’s ability to accelerate its digital journey, embrace new technologies, and improve its ways of working is dependent on having the right talent. As a leading player and key facilitator of digitization initiatives, ServiceNow extends beyond IT automation to transform end-to-end experiences. 

Below is a snapshot of some use case scenarios and the need for talent enablement. 

streamlining workflow management.

ServiceNow’s capabilities help make workflow management more effective, unblocking day-to-day bottlenecks and minimizing frustrations. 

  • Workflow automation: ServiceNow allows organizations to automate routine and repetitive tasks, reducing manual intervention and speeding up processes. However, this calls for complex design and configuring workflows to enable smooth transitions between tasks, departments, and systems, ultimately enhancing efficiency.
  • Integration capabilities: Through APIs, ServiceNow can be integrated with a wide range of third-party applications and tools. This integration requires developing and publishing APIs to seamlessly connect ServiceNow across different departments and platforms, such as HR, finance, and other core operations. Ultimately, this will empower organizations to consolidate their data for a more unified approach to workflow management.
  • AI-powered workflows: By integrating AI workflows, ServiceNow enables organizations to leverage artificial intelligence for automating complex decision-making processes. However, this calls for a well-defined roadmap, use cases, and priorities for integrating AI across organizations, helping to enhance user experiences through features like 24/7 chatbots, personalized interactions, and data analysis for improved decision-making, security, and compliance.


going beyond traditional IT.

ServiceNow has evolved from traditional IT service management to Enterprise Service Management (ESM), extending its capabilities beyond IT to employee and customer workflows. In order to maximize the platform's potential, it’s vital to maintain optimum functionality while ensuring it meets the diverse needs of the entire organization.

  • A versatile platform: ServiceNow's platform becomes a powerhouse when coupled with the right business agenda. By combining technical proficiency with ServiceNow's features, organizations can tailor the platform’s capabilities to their unique requirements, creating workflows that align perfectly with business-specific processes.
  • Data management and analytics expertise: Organizations can improve decision-making processes by managing and analyzing complex datasets and identifying valuable insights into workflow performance. This enables organizations to pinpoint bottlenecks and continuously optimize processes, enhancing efficiency through data-driven decisions.
  • Randstad Digital Academy: The Randstad Digital Academy offers ServiceNow training and upskilling programs aligned to industry needs, bringing together real-world experience, a dynamic learning ecosystem, and recognized credentials. Through the Academy, Randstad can help employees acquire niches and domain skills in automation, APIs & integration, and AI/ML to improve their capabilities and add value to the organization.


navigating complex ServiceNow challenges. 

Despite its obvious upsides, ServiceNow has its challenges. 33% of ServiceNow platforms are poorly managed instances due to complicated workflows and outdated processes, with 62% of customers facing self-service issues due to complex integrations.

There is a clear opportunity here. By uncovering bottlenecks, identifying opportunities for improvement, and defining an ongoing roadmap designed to maximize business value, organizations can limit their ServiceNow inefficiencies and start reaping the rewards.

  • Value Management Framework: Randstad Digital’s ServiceNow Platform Value Management Framework lays out a blueprint for platform optimization. By using the framework, organizations can assess whether their platform is fit for use, measure the value and ROI of their investment, and identify whether they’re efficiently using ServiceNow capabilities to achieve their goals. In doing this, they can pinpoint specific skill gaps causing inefficiencies and take action to fill them.
  • Tangible outcomes: Once the Value Management Framework has been applied and the right resources are in place, organizations will notice a rapid improvement in their ServiceNow utilization. With a clear roadmap and established priorities, technical debt can be reduced, leading to a 30% reduction in platform support costs. And, with a 30% improvement in overall license usage, the results speak for themselves.
  • ServiceNow PoDs: For organizations in need of fast access to niche ServiceNow skills, Randstad Digital’s pre-vetted, cross-functional agile PoDs can be quickly deployed to plug talent gaps. What’s more, they can be rapidly scaled up and down to suit changing requirements, providing the agility, scalability, and flexibility businesses need.


upskilling and reskilling for ServiceNow success.

Reskilling is a vital part of bridging the technology talent gap. Organizations can merge next-generation skills and ServiceNow capabilities by creating a new breed of app developers with ServiceNow expertise to realize true digital enablement. 

To achieve digital transformation, businesses must adopt a strategic upskilling approach. By understanding the skills gaps within their organization, they can create a talent strategy to address their challenges.