Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, has launched a research study examining the capabilities of providers in the ServiceNow ecosystem, as they work to modernize their clients’ business workflows with new AI tools.

The study results will be published in a comprehensive series of ISG Provider Lens™ reports, called ServiceNow Ecosystem Partners, scheduled for release in April 2025. Four geographically focused reports will cover companies offering consulting, implementation, integration and management of solutions that utilize the ServiceNow platform.

Enterprise buyers will be able to use information from the reports to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

The ServiceNow cloud-based workflow platform continues to adapt to changing market demands. The company’s recent release of Now Platform Xanadu introduces new AI integrations, including generative AI (GenAI), extensive new automation solutions for specific industries, improved no-code development features, advanced analytics and enhanced predictive maintenance.

“ServiceNow is a cornerstone of digital transformation, facilitating streamlined workflows across industries with its cloud-based platform,” said Aman Munglani, ISG senior director and principal analyst. “As a leader in enterprise operations, it adapts to market demands, making it a strategic partner for businesses pursuing digital overhaul and operational efficiencies.”

ServiceNow partners can now leverage Now Assist, which adds digital engineering competency to the platform, to help enterprises develop applications and solutions entirely on ServiceNow or integrate ServiceNow capabilities with other systems. Providers also are supporting vertical industries with App Engine and Integration Hub to drive industry-aligned process modernization.

ISG has distributed surveys to nearly 190 ServiceNow providers. Working in collaboration with ISG’s global advisors, the research team will produce three quadrants representing the ServiceNow platform services the typical enterprise is buying based on ISG’s experience working with its clients. The three quadrants are:

• ServiceNow Consulting and Implementation Services evaluating providers that help customers optimize workflow management across IT and non-IT functions. By helping enterprises with adoption, development and operational support, these services enable enterprises to maximize returns from their ServiceNow investments, and prioritize the implementation of strategic functionalities across HR, finance, legal, ESG and GRC workflows.

• ServiceNow Managed Services assessing partners offering lifecycle support for maintenance, including monitoring, remote support; and centralized management of the Now platform, along with its workflows and applications. Effective platform management involves balancing costs and licensing against strategic value and ROI, leveraging CloudOps, FinOps and RiskOps to manage platform lifecycle and functionalities.

• Innovation on ServiceNow examining partners creating and delivering solutions that promote innovation and digital transformation, including leveraging the Now platform to improve workflows and support automation aligned with specific industries and business functions. This includes using tools like Now Assist GenAI, which integrates AI-driven services like AIOps (predictive ML services) and enterprise service knowledge automation to streamline operational efficiency and predictive analytics.

Geographically focused reports from the study will cover the global ServiceNow market and examine products and services available in the U.S., the Asia Pacific region (including Japan), Brazil and Europe. ISG analysts Ashwin Gaidhani (Asia Pacific and Japan, Europe), Dr. Tapati Bandopadhyay (U.S.) and Sonia Castral (Brazil) will serve as lead authors of the reports.

A list of identified providers and vendors and further details on the study are available in this digital brochure. Companies not listed as ServiceNow providers can contact ISG and ask to be included in the study.

All 2025 ISG Provider Lens™ evaluations feature expanded customer experience (CX) data that measures actual enterprise experience with specific provider services and solutions, based on ISG’s continuous CX research. Enterprise customers wishing to share their experience about a specific provider or vendor are encouraged to register here to receive a personalized survey URL. Participants will receive a copy of this report in return for their feedback.

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 (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, 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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