ServiceNow: Platform Shifts, Acquisitions & What It Means for Service Delivery
Stay up to date on the latest moves that are reshaping IT service management—from mid-market customer migrations to strategic acquisitions enhancing AI capabilities. This section highlights how platforms like ServiceNow are evolving and who’s leading the charge.
7/14/20251 min read
Mid‑Sized Firms Switching to ServiceNow in 2025
A recent LinkedIn report from late May 2025 finds that increasing numbers of mid‑sized organizations are abandoning legacy ITSM tools in favor of ServiceNow’s platform for greater speed, flexibility, and automation.
Mid‑Sized Firms Embrace ServiceNow’s ITSM
A LinkedIn analysis published May 28, 2025 found that an increasing wave of mid‑market enterprises are shedding legacy ITSM systems in favor of ServiceNow. The reasons? Legacy tools are no longer able to support demands for real-time automation, elastic workflows, and rapid change control. Businesses are seeking unified platforms that not only support IT operations, but also enable broader enterprise agility.
This trend indicates growing confidence in ServiceNow among organizations that may previously have viewed it as too complex or enterprise‑heavy—now seeing it as scalable, modern, and transformative.
The Logik.ai Acquisition
On April 3, 2025, ServiceNow unveiled plans to acquire Logik.ai, a company known for CPQ (Configure‑Price‑Quote) technology, in a move designed to strengthen its CRM and ITSM convergence. The deal is also instrumental in integrating agentic AI and intelligent workflows within service operations. CIO
This strategic expansion aims to deepen ServiceNow’s capability in automating end‑to‑end enterprise service delivery—from ticketing and knowledge management to pricing and configuration management.
Companies & Leaders Mentioned
ServiceNow: At the forefront of the ITSM shift—now winning over mid‑sized firms and expanding via strategic acquisitions.
Logik.ai: Emerging CPQ innovator poised to enhance ServiceNow’s CRM and ITSM synergy.
Bill McDermott (CEO, ServiceNow): Continuing to articulate the vision of ServiceNow as the “control tower” for AI‑powered enterprise workflows (mentioned in broader coverage).