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ServiceNow & OT Maturity Benchmark

Understanding how organizations manage Operational Technology through ServiceNow
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Inside the OT Benchmark Survey

Operational Technology (OT) plays a crucial role in modern enterprises. Yet, for many organizations, OT visibility and governance remain fragmented, outside the scope of traditional IT systems.

The OT Benchmark Survey explores how organizations are approaching OT management using ServiceNow how they populate the CMDB with OT data, track dependencies, apply frameworks such as ISA-95 and Purdue levels, and define ownership across facilities.

While ServiceNow’s OT modules have matured significantly, adoption across industries varies widely. Some organizations have fully integrated their OT environments into the CMDB, while others still rely on spreadsheets, site-specific tools, or manual tracking. This benchmark aims to capture where most organizations stand today and what’s needed to move toward a unified OT approach.

Why participate

This study offers a rare opportunity to understand how peers in manufacturing, utilities, and other OT-heavy sectors are leveraging ServiceNow for OT visibility and control.

By participating, you will:

  • Gain an overview of where your organization stands in terms of OT maturity
  • Learn how others manage ownership, governance, and data quality for OT systems
  • Identify common areas where organizations are investing in improvement
  • Contribute to a broader understanding of OT’s role in digital transformation

All responses are confidential. Participants can be informed about the results once data collection is finished and data are analyzed.

What the benchmark covers

How organizations populate their CMDB with OT data, manage integrations, and overcome challenges like connectivity, access, and manual collection.

The use of ISA-95 and Purdue levels to structure OT information and align it with enterprise data models and governance frameworks.

How OT is positioned within corporate governance and digital transformation strategies, including ownership models and cross-site accountability.

Common barriers to maturity, including IT/OT segregation, data accuracy, and the lack of standardized processes across sites.

How organizations measure OT performance, reliability, and business value and where they plan to focus investments over the next 2–3 years.

Take part in the research and see how your organization compares to others in your field.