The Impact of Low-Code/No-Code Platforms on Business Innovation: A Study of Service Now’s Contribution to Enterprise Agility and Digital Growth

Abstract

Enterprise Service Management (ESM) has emerged as a key solution for organizations aiming to optimize service delivery,
enhance workflow management, and boost overall efficiency within business operations. With digital transformation
strategies ongoing and changing the face of modern businesses, Return of Investment (ROI) has become a key ingredient
for assessing the efficiency and business value of maturity stage service management solutions that have a technology
base. ServiceNow’s lightweight-of-code feature and its integration with organizational processes have garnered a lot of
attention from the top platforms for ESM, enabling faster application development, organization workflows, and automation.
This study explores how ServiceNow can improve operational efficiency and costs within an organization and offer tangible
ROI benefits. Key ROI evaluation metrics with their connection to cost-savings, productivity, service resolution time and
user satisfaction are discussed. It also delves into the benefits of workflow automation, self-service, centralized service
management, and low-code development platforms on enhancing business performance and resource efficiency. The
research further emphasizes the strategic implications of ServiceNow for enterprise-wide ICT digital transformation, as it
can help cut down on manual work, boost service delivery, and aid in informed decision-making.
The result is suggested finding that the organization that implements ServiceNow can gain a significant advantage in terms
of efficiency, cost reduction, and services quality by standardizing and automating processes. In conclusion, the study
confirms that it is vital to measure ROI correctly in order to prove the business’s return on investment when it comes to
investments in enterprise IT service management software, Solution (ESM) is a critical component of sustainable operational
excellence and cost reduction in today’s enterprise.