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

SÃO 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.

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.

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Press Contacts:

Will Thoretz, ISG

+1 203 517 3119

will.thoretz@isg-one.com

Thábata Mondoni, Mondoni Press for ISG

Mobile: +55 11 98671 5652

thabata@mondonipress.com.br

Source: Information Services Group, Inc.