ServiceNow Impact Enables Competitive Benchmarking and Customer Experience Innovation at Pure Storage

Pure Storage, a 5,000-employee technology company headquartered in Santa Clara, California, has leveraged ServiceNow since 2014 to streamline IT operations. Beginning with IT Service Management for hardware requests and employee onboarding, Pure Storage expanded ServiceNow functionality across the organization to automate workflows and establish it as their "platform of platforms." However, the company recognized an opportunity to unlock greater value from their investment and deliver more innovative customer experiences while maintaining employee productivity.

Pure Storage implemented ServiceNow Impact to gain actionable insights into their platform adoption and strategic alignment. The solution provides an intuitive interface for tracking training credits and certifications, benchmarking performance against competitors, and accessing a three-year ServiceNow product roadmap. Critically, ServiceNow Impact established a dedicated advisory relationship, connecting Pure Storage's IT leadership directly with specialized ServiceNow consultants who recommend strategies to accelerate value realization. This structured engagement model transformed ServiceNow from a technology platform into a strategic partnership channel.

Pure Storage achieved measurable improvements in competitive positioning and organizational capability. The benchmarking capabilities enabled the IT leadership team to assess their platform maturity against industry peers, informing investment priorities and roadmap decisions. By accessing certified training resources and the ServiceNow roadmap directly, Pure Storage's IT team accelerated skills development and strategic planning. The dedicated Impact team relationship fostered deeper collaboration, ensuring Pure Storage remained aligned with emerging features and best practices. Senior Director of Customer Experience and Internal Systems Management Donelle Block noted: "Everyone that I've worked with at ServiceNow has been fantastic and I feel very comfortable reaching out to our Impact team for questions and recommendations."