ServiceNow ecosystem and client requirements
are maturing as companies pursue workflow automation,
digital transformation, ISG Provider Lens™ report says
A fast-growing and rapidly maturing ServiceNow ecosystem in
Australia has enabled many enterprises to optimize their operations
and improve business results, 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 Australia finds that, in 2022, the ServiceNow market appears to
have grown even faster in Australia than it did globally. The
vendor’s global revenue grew by 23 percent in fiscal 2022, and
though ServiceNow does not break out figures for Australia,
anecdotal evidence from ServiceNow partners, clients and others
indicates the local ecosystem is booming even more than that, ISG
says.
“ServiceNow is one of the biggest enterprise technology success
stories of the past few years,” said Michael Gale, ISG partner. “It
enables change in enterprise IT, which has become a top priority
for most companies in Australia.”
ServiceNow’s growth in Australia in 2022, a continuation of the
trend ISG reported in its 2021 report, resulted from both ongoing
digital transformation at Australian enterprises and continued
expansion of the platform’s capabilities, the report says.
Companies are no longer buying single ServiceNow modules, so they
require integration in areas such as security, processes and IT
service and operations management.
Organizations in Australia are focusing on enterprise service
management, especially through workflow automation, as they work to
contain costs while improving customer and employee experience and
business outcomes, ISG says. The power of ServiceNow to accelerate
the automation of IT, HR, customer support, security and compliance
makes it a compelling value proposition for companies navigating
the disruptive business environment of recent years.
Flexibility, scalability and relative ease of use are also
driving ServiceNow’s growth in Australia, the report says.
Relatively easy configuration and ease of use by non-technical
employees are important criteria for enterprises embarking on
transformations.
“Configuration enables workflow solutions to meet the needs of
individual clients rather than the needs of the software,” said Jan
Erik Aase, partner and global leader, ISG Provider Lens Research.
“Providers play a major role in making ServiceNow deployments work
for each enterprise.”
Rapid expansion has made the ServiceNow partner ecosystem
extremely dynamic both locally and globally, ISG says. In
Australia, as in other countries, providers are scrambling and
competing to build out resources to meet the rising demand.
The report also explores several other trends in the Australian
ServiceNow ecosystem, such as increasing mergers and acquisitions
and a set of challenges ServiceNow faces in building its
ecosystem.
The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for Australia evaluates the capabilities of 28 providers across
three quadrants: ServiceNow Consulting Services, ServiceNow
Implementation and Integration Services, and ServiceNow Managed
Services Providers.
The report names Accenture, Capgemini, Deloitte, Enable and
Infosys as Leaders in all three quadrants. It names HCLTech,
Kinetic IT, KPMG, Thirdera and Wipro as Leaders in two quadrants
each. AC3, Cognizant, EY and TCS are named as Leaders in one
quadrant each.
In addition, AC3, Kinetic IT and KPMG are named as Rising Stars
— companies with a “promising portfolio” and “high future
potential” by ISG’s definition — in one quadrant each.
Customized versions of the report are available from AC3 and
Kinetic IT.
The 2023 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for Australia 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/20230330005821/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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