Latest news with #ISGProviderLens™ServiceNowEcosystemPartners
Yahoo
12-05-2025
- Business
- Yahoo
Brazil Taps Into ServiceNow Ecosystem for AI, Automation
Companies integrate new solutions from ServiceNow and providers, extend IT service platform into HR, other functions, ISG Provider Lens™ report says SíO PAULO, May 07, 2025--(BUSINESS WIRE)--Enterprises in Brazil are embracing new technologies from ServiceNow and its ecosystem partners as they pursue AI integration, process automation and overall digital transformation, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm. The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Brazil finds that the use of ServiceNow has been growing steadily, especially in the healthcare, financial services, manufacturing and telecommunications industries. Enterprises are extending their use of ServiceNow beyond IT service desks and increasing their use of AI and generative AI, while the local ServiceNow ecosystem continues to grow significantly. "ServiceNow is a core element of digital transformation strategies at a growing number of organizations in Brazil," said Bill Huber, partner, digital platforms and solutions, for ISG. "The company and its partners are developing solutions to meet the specific needs of key industries in Brazil." Led by large enterprises, companies in Brazil are beginning to use ServiceNow in finance, human resources, supply chain, customer service and other areas, ISG says. Integrating ServiceNow with enterprise resource planning (ERP), customer relationship management (CRM) and HR systems enables companies to centralize data, automate complex workflows and eliminate departmental silos. This fosters greater agility and better employee and customer experiences, while increasing productivity and innovation. A growing number of organizations in Brazil are adopting AI solutions and using ServiceNow's Now Assist feature, Generative AI Controller and integration with Microsoft Copilot, the report says. They are applying AI and GenAI solutions to tasks including automated knowledge base creation, predictive maintenance and workflows based on natural language. ServiceNow is a major factor in the growth of hyper-automation in Brazil, ISG says. Using platforms such as ServiceNow, companies are combining AI, robotic process automation, machine learning and system integration for automation that increases productivity and lowers costs. Examples include automation of agribusiness logistics and healthcare administrative processes. To meet evolving enterprise demands, ServiceNow managed services are shifting from simply monitoring traditional metrics such as uptime and ticket resolution times to tracking outcomes such as return on investment. There is a growing use of customized dashboards for key metrics, proactive alerts and advanced analytics. "ServiceNow is increasingly important to Brazilian companies as they seek to streamline operations and control costs," said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. "Its growing provider ecosystem helps enterprises embrace AI and automation." The report also examines other ServiceNow-related trends affecting Brazilian enterprises, including the continued growth of ServiceNow training programs and the recent introduction of new provider specializations. For more insights into ServiceNow-related challenges facing enterprises in Brazil, plus ISG's advice for addressing those challenges, see the ISG Provider Lens™ Focal Points briefing here. The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Brazil evaluates the capabilities of 29 providers across three quadrants: ServiceNow Consulting and Implementation Services, ServiceNow Managed Services and Innovation on ServiceNow. The report names Accenture; AOOP, An NTT DATA Company; Capgemini; Deloitte, EDX — Extreme Group and Wipro as Leaders in all three quadrants. It names Alparservice as a Leader in two quadrants. IBM and The Cloud People are named as Leaders in one quadrant each. In addition, Cask Brazil and Kyndryl 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 AOOP, An NTT DATA Company and EDX — Extreme Group. In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2024 among ServiceNow ecosystem providers. HCLTech 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. The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Brazil 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, Mexico, 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 (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world's top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments. View source version on Contacts Press Contacts: Will Thoretz, ISG+1 203 517 Thábata Mondoni, Mondoni Press for ISGMobile: +55 11 98671 5652thabata@
Business Wire
07-05-2025
- Business
- Business Wire
Brazil Taps Into ServiceNow Ecosystem for AI, Automation
SíO PAULO--(BUSINESS WIRE)--Enterprises in Brazil are embracing new technologies from ServiceNow and its ecosystem partners as they pursue AI integration, process automation and overall digital transformation, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm. ServiceNow is a core element of digital transformation strategies at a growing number of organizations in Brazil. The company and its partners are developing solutions to meet the specific needs of key industries in Brazil. The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Brazil finds that the use of ServiceNow has been growing steadily, especially in the healthcare, financial services, manufacturing and telecommunications industries. Enterprises are extending their use of ServiceNow beyond IT service desks and increasing their use of AI and generative AI, while the local ServiceNow ecosystem continues to grow significantly. 'ServiceNow is a core element of digital transformation strategies at a growing number of organizations in Brazil,' said Bill Huber, partner, digital platforms and solutions, for ISG. 'The company and its partners are developing solutions to meet the specific needs of key industries in Brazil.' Led by large enterprises, companies in Brazil are beginning to use ServiceNow in finance, human resources, supply chain, customer service and other areas, ISG says. Integrating ServiceNow with enterprise resource planning (ERP), customer relationship management (CRM) and HR systems enables companies to centralize data, automate complex workflows and eliminate departmental silos. This fosters greater agility and better employee and customer experiences, while increasing productivity and innovation. A growing number of organizations in Brazil are adopting AI solutions and using ServiceNow's Now Assist feature, Generative AI Controller and integration with Microsoft Copilot, the report says. They are applying AI and GenAI solutions to tasks including automated knowledge base creation, predictive maintenance and workflows based on natural language. ServiceNow is a major factor in the growth of hyper-automation in Brazil, ISG says. Using platforms such as ServiceNow, companies are combining AI, robotic process automation, machine learning and system integration for automation that increases productivity and lowers costs. Examples include automation of agribusiness logistics and healthcare administrative processes. To meet evolving enterprise demands, ServiceNow managed services are shifting from simply monitoring traditional metrics such as uptime and ticket resolution times to tracking outcomes such as return on investment. There is a growing use of customized dashboards for key metrics, proactive alerts and advanced analytics. 'ServiceNow is increasingly important to Brazilian companies as they seek to streamline operations and control costs,' said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. 'Its growing provider ecosystem helps enterprises embrace AI and automation.' The report also examines other ServiceNow-related trends affecting Brazilian enterprises, including the continued growth of ServiceNow training programs and the recent introduction of new provider specializations. For more insights into ServiceNow-related challenges facing enterprises in Brazil, plus ISG's advice for addressing those challenges, see the ISG Provider Lens™ Focal Points briefing here. The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Brazil evaluates the capabilities of 29 providers across three quadrants: ServiceNow Consulting and Implementation Services, ServiceNow Managed Services and Innovation on ServiceNow. The report names Accenture; AOOP, An NTT DATA Company; Capgemini; Deloitte, EDX — Extreme Group and Wipro as Leaders in all three quadrants. It names Alparservice as a Leader in two quadrants. IBM and The Cloud People are named as Leaders in one quadrant each. In addition, Cask Brazil and Kyndryl 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 AOOP, An NTT DATA Company and EDX — Extreme Group. In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2024 among ServiceNow ecosystem providers. HCLTech 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. The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Brazil 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, Mexico, 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 (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world's top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
Business Wire
06-05-2025
- Business
- Business Wire
ServiceNow, Providers Focused on Europe-Specific Needs
LONDON--(BUSINESS WIRE)--ServiceNow is meeting Europe's need for robust data security and privacy through EU-centric service delivery models and regional data centers, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm. European service providers are well-equipped to utilize the ServiceNow platform effectively, leading to high adoption rates, smooth transitions and improved productivity. The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Europe finds high demand among enterprises for ServiceNow solutions that can address region-specific needs, including a focus on ESG and sustainability and making sure workflows are compliant with stringent regulations such as the GDPR and Digital Operational Resilience Act (DORA). 'The dynamics for European enterprises are vastly different from those in the U.S., Asia Pacific or Japan,' said Dr. Matthias Paletta, ISG technology modernization solution lead, EMEA. 'European service providers are well-equipped to utilize the ServiceNow platform effectively, leading to high adoption rates, smooth transitions and improved productivity.' ServiceNow is making significant investments in Europe-centric service delivery, to ensure data compliance and to support highly regulated industries, such as financial services. ServiceNow's DORA Accelerator, for instance, is designed to help financial services organizations in Europe comply with the regulation. Providers are also utilizing ServiceNow's Integration Hub to connect with third-party tools and services relevant to DORA compliance, including integrating with security and ITSM tools and essential systems to automate data exchange and synchronization. The report notes that ServiceNow last year announced a $1.5 billion investment in its U.K. business, to expand its AI capabilities and presence in the county. The software company is upgrading data centers with Nvidia GPUs for processing LLM data and, through ServiceNow Ventures, is investing in pure-play ServiceNow providers to fuel innovations in AI, ML, hyper-automation, distributed cloud and data intelligence. The report says ServiceNow is emerging as an agentic development platform to drive total experience. 'ServiceNow Ventures provides guidance to companies at all growth stages, from product strategy validation to scaling go-to-market initiatives,' said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. 'This unique investment strategy is a major catalyst for ServiceNow's growth in Europe and the rest of the world.' The report also explores other trends, including the growing demand for industry-specific workflows in such industries as manufacturing, energy, retail and the public sector, and the growing number of providers offering training and change management services to ensure successful ServiceNow adoption. For more insights into the gains being made by ServiceNow ecosystem partners, see the ISG Provider Lens™ Focal Points briefing here. The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Europe evaluates the capabilities of 38 providers across three quadrants: ServiceNow Consulting and Implementation Services, ServiceNow Managed Services, and Innovation on ServiceNow. The report names Accenture, Capgemini, Cognizant, Deloitte, DXC Technology, Fujitsu, HCLTech, Infosys, TCS, T-Systems and Wipro as Leaders in three quadrants each. Agineo, Atos, LTIMindtree, Plat4mation and Tech Mahindra are named Leaders in two quadrants each. Kyndryl and Tietoevry are named Leaders in one quadrant each. In addition, Agineo, Devoteam, Inetum and Plat4mation are named as Rising Stars — companies with a 'promising portfolio' and 'high future potential' by ISG's definition — in one quadrant each. In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2025 among ServiceNow ecosystem providers. HCLTech 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 Atos, Inetum and T-Systems. The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Europe 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, Mexico, 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 (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world's top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
Business Wire
05-05-2025
- Business
- Business Wire
ServiceNow's Agentic AI Push Attracts U.S. Enterprises
BUSINESS WIRE)--Enterprises in the U.S. are implementing new agentic AI and industry-specific solutions for the ServiceNow platform in partnership with leading ServiceNow ecosystem partners, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm. The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for the U.S. finds that companies are responding to ServiceNow's rapid move into agentic AI, which has included the introduction of an AI agent orchestrator and acquisitions of agentic AI specialists Cuein and Moveworks. These actions are among the latest steps by the company and service providers to expand the scope of ServiceNow implementations into more functional areas and industry-specific use cases. 'Agentic AI is the next frontier in intelligent automation, and ServiceNow is establishing itself as a pioneer,' said Bill Huber, ISG partner, digital platforms and solutions. 'AI agents have the potential to redefine how AI is used to improve employee engagement and customer service.' Agentic AI lets enterprises use ServiceNow automation to both increase revenue and cut costs, ISG says. Some enterprises are training ServiceNow customer service AI agents to promote additional products when communicating with customers about service and support issues. Companies find it easier and more effective to use AI agents for this function than to train human agents, especially because they can instantly integrate information about new promotions into AI. Enterprise demand for generative AI pilots and solutions is also increasing, the report says. GenAI is well-suited to detecting patterns, flagging anomalies and suggesting improvements, making it especially useful to large enterprises seeking continuous improvement. Companies are beginning to use GenAI for predictive maintenance, sentiment analysis and faster triage of service tickets. A growing number of companies are asking providers for ServiceNow solutions that can be smoothly integrated into their existing workflows and comply with specific industry standards, ISG says. Vertical industries, such as insurance and financial services, have unique regulatory requirements that clients want providers to meet through value-added solutions on top of ServiceNow. Providers are meeting this demand by introducing more vertical products and accelerators. Many U.S. companies also have begun using ServiceNow to automate processes in specialized areas such as legal affairs, governance and regulatory compliance, ISG says. Using domain-specific ServiceNow modules enhanced with GenAI, companies are performing complex functions such as extracting data from legal documents. Because costs are high in these departments, they can realize significant productivity gains. 'ServiceNow has moved beyond IT to be the foundation for enterprise-wide workflow transformation,' said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. 'Enterprises are seeking service providers that have broad integration capabilities and can help them quickly realize value from ServiceNow.' The report also explores other trends affecting the ServiceNow ecosystem in the U.S., including the shift toward outcome-focused performance management and providers' increasing use of ServiceNow Creator Workflows to build industry-focused solutions. For more insights into enterprise challenges related to ServiceNow, including how to find ServiceNow experts in a tight market and how to reduce the total cost of ownership of ServiceNow, plus ISG's advice for addressing those challenges, see the ISG Provider Lens™ Focal Points briefing here. The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for the U.S. evaluates the capabilities of 39 providers across three quadrants: ServiceNow Consulting and Implementation Services, ServiceNow Managed Services and Innovation on ServiceNow. The report names Accenture, Capgemini, Cask, Cognizant, Deloitte, DXC Technology, HCLTech, Hexaware, Infosys, LTIMindtree, TCS, Tech Mahindra and Wipro as Leaders in all three quadrants. It names Genpact as a Leader in two quadrants and Kyndryl and NTT DATA as Leaders in one quadrant each. In addition, Atos, Coforge and inMorphis are named as Rising Stars — companies with a 'promising portfolio' and 'high future potential' by ISG's definition — in one quadrant each. In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2025 among ServiceNow Ecosystem providers. HCLTech 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 Genpact, Hexaware and inMorphis. The 2025 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, Mexico, 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 (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world's top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
