Today's State of Work

The Productivity Drain

April 2015


ServiceNow State of WorkThe Internet has created radical changes in our personal lives. We now live in a “consumerized” online world where we shop for products and services with a few taps on a smartphone. Social media gives us a global forum where anyone can speak their mind. We see news as it unfolds, watch videos on YouTube, stream music from Spotify, and make friends on Facebook. We expect the web to be automated, on demand, and always on – delivering instant gratification no matter where we are.

ServiceNow was looking to know if there has been a similar revolution in the state of work. Do businesses leverage the power of connected technology to simplify and accelerate work? Or, are they still stuck using inefficient manual tools – emails, phone calls, and spreadsheets – for even the most mundane administrative tasks? Are most business processes “consumerized” now, or are enterprises neglecting a critical opportunity to transform their productivity?

To find out, ServiceNow surveyed 915 managers in the US and UK. Respondents came from all working age groups, and from a wide range of industries, company sizes and business functions. We asked them how much time they spend on administrative tasks, which processes they use, and how well these processes work. We also asked them about the business impact of their administrative workload, and what they would like to see change.

The answers were remarkably consistent – and they were eye-opening.

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