Companies are embracing the platform’s
expanding set of tools to simplify process management across
departments, ISG Provider Lens™ report says
A growing number of enterprises in the U.S., seeking to
streamline workflow management, are engaging with service providers
to implement ServiceNow across multiple functions, according to a
new research report published today by Information Services Group
(ISG) (Nasdaq: III), a leading global technology research and
advisory firm.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for the U.S. finds that ServiceNow’s recent expansion from IT
service management into nearly all business functions has enabled
enterprises to construct a single platform to manage workflows in
HR, payroll, customer relationship management, legal affairs and
other areas. This type of holistic workflow solution can help
businesses reduce both cost and operational complexity.
“Companies are struggling to manage a wide range of technology
platforms, so most are at least thinking of consolidating them,”
said Bill Huber, ISG partner, Digital Platforms and Solutions.
“ServiceNow is aggressively introducing modules for every function
and industry, and service providers are helping clients evaluate
how they might benefit from them.”
Enterprises in the U.S. want to introduce modern workflows into
more departments without taking on the technical burden of
integrating new tools with existing systems, ISG says. The cost and
complexity of multiple software licenses from different vendors is
another concern. Many companies are looking to ServiceNow for the
ability to scale workflow management horizontally, smoothly
plugging parallel or complementary modules into one platform over
time.
In the tight IT labor market in the U.S., companies are also
trying to reduce the need to attract and retain staff with a wide
range of different skills, ISG says. Maintaining separate workflow
management platforms for each function requires expertise in
different types of coding, database management and support, which
leads some enterprises to look for a unified platform that allows
for more flexible scaling of operations.
Companies in the U.S., as elsewhere, are increasingly focused on
how users and developers experience workflow management platforms
as modern software changes their expectations, ISG says. Users
expect features such as mobile access, simple dashboards and
intuitive and customizable interfaces, while developers look for
advances such as simplified coding and use of composable code
modules. As companies evaluate systems through this lens, they
increasingly favor modern platforms like ServiceNow over legacy
workflow tools. ServiceNow’s recently introduced generative AI
(GenAI) component, Now Assist, may give organizations even more
flexibility to optimize user experience.
“U.S. companies are moving beyond rigid legacy workflow
platforms,” said Jan Erik Aase, partner and global leader, ISG
Provider Lens Research. “Service providers bring expertise in
deriving the best experience from ServiceNow.”
The report also explores other trends, including the rising need
for document intelligence functions and ServiceNow’s growing
collaborations with service providers for industry-specific
solutions.
For more insights into challenges relevant the U.S. ServiceNow
ecosystem, including the lack of realistic use cases for GenAI and
the complexity of customized workflow designs, see the ISG Provider
Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for the U.S. evaluates the capabilities of 35 providers across
three quadrants: ServiceNow Consulting Services, ServiceNow
Implementation and Integration Services and ServiceNow Managed
Services.
The report names Accenture, Capgemini, Cask, Cognizant,
Deloitte, DXC Technology, HCLTech, Hexaware, Infosys, LTIMindtree,
TCS and Wipro as Leaders in all three quadrants. It names Tech
Mahindra as a Leader in two quadrants and IBM and NTT DATA as
Leaders in one quadrant each.
In addition, Jade Global is named as a Rising Star — a company
with a “promising portfolio” and “high future potential” by ISG’s
definition — in two quadrants. Kyndryl and Tech Mahindra are named
as Rising Stars in one quadrant each.
In the area of customer experience, KPMG is named the global ISG
CX Star Performer for 2024 among ServiceNow ecosystem partners.
KPMG earned the highest customer satisfaction scores in ISG's Voice
of the Customer survey, part of the ISG Star of Excellence™
program, the premier quality recognition for the technology and
business services industry.
Customized versions of the report are available from Hexaware,
Kyndryl and NTT DATA.
The 2024 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.
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 AI and 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/20240429284879/en/
Press:
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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