Longtime users of the workflow automation
platform are tackling industry-specific challenges with service
providers’ help, ISG Provider Lens™ report says
Many enterprises in the U.S., the most mature market for
ServiceNow, are working with service providers to adapt the
workflow automation platform to industry-specific processes,
according to a new research report published today by Information
Services Group (ISG) (Nasdaq: III), a leading global technology
research and advisory firm.
The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for the U.S. finds this market is on the cutting edge of applying
new capabilities to ServiceNow. The platform, which helps
enterprises modernize workflows to improve business results, is
expanding its role in digital transformation.
“Getting more out of ServiceNow is a much higher priority in the
U.S. than in other regions,” said Bill Huber, global partner,
digital platforms and solutions, at ISG. “Companies are ready to
expand its role in enterprise workflows with the help of service
providers.”
ServiceNow, which made its name by streamlining IT and HR
processes to improve user experience, has been broadening its reach
by adding AI-powered capabilities in areas such as predictive
analytics, virtual agents and natural-language processing. As
enterprises implement new work modes, they have a greater need to
coordinate workflows across all parts of the organization, ISG
says. ServiceNow provides a horizontal workflow automation bus that
ties these workflows together.
U.S. enterprises that already use ServiceNow are seeking
industry-specific specializations to improve processes well beyond
IT or HR, such as financial reporting and regulatory compliance for
particular sectors, the report says. By applying ServiceNow to more
functions, they hope to realize higher returns on investment from
the platform, a need that grows more vital as economic and
competitive pressures increase.
Users of ServiceNow in the U.S. are also building more advanced
enterprise data applications around it, taking advantage of new
features in analytics and predictive modeling, ISG says. This
allows for greater automation of tasks such as analyzing legal
documents and evaluating progress toward environmental, social and
governance (ESG) goals. ServiceNow provider partners bring
essential AI and machine learning expertise to these
initiatives.
“U.S. companies are becoming more agile through the integration
of ServiceNow and sophisticated third-party data tools,” said Jan
Erik Aase, partner and global leader, ISG Provider Lens Research.
“These projects show what enterprises around the world can
achieve.”
The report also examines other trends shaping the ServiceNow
ecosystem in the U.S., including valuable features coming in the
platform’s so-called “Tokyo” release, which will be generally
available later this year, and the growing use of ServiceNow’s
low-code/no-code development tools.
For more insights into enterprise workflow integration
challenges and advice on how to evaluate providers’ solutions to
them, see the ISG Provider Lens™ Focal Points briefing here.
The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for the U.S. evaluates the capabilities of 33 providers across
three quadrants: ServiceNow Consulting Services, ServiceNow
Implementation and Integration Services, and ServiceNow Managed
Service Providers.
The report names Accenture, Capgemini, Cask, Cognizant,
Deloitte, HCLTech, Hexaware, Infosys, LTIMindtree, TCS and Wipro as
Leaders in all three quadrants. It names DXC Technology as a Leader
in two quadrants and IBM as a Leader in one quadrant.
In addition, Coforge and INRY are named as Rising Stars —
companies with a “promising portfolio” and “high future potential”
by ISG’s definition — in two quadrants each. RapDev is named as a
Rising Star in one quadrant.
A customized version of the report is available from
Hexaware.
The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for the U.S. is available to subscribers or for one-time purchase
on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, with additional markets to be
added in the future. For more information about ISG Provider Lens
research, please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,600
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230330005558/en/
Press Contacts: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com Julianna Sheridan, Matter Communications
for ISG +1 978-518-4520 isg@matternow.com
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