Generative AI is a type of computer technology that can create new content, like text, images, or music, on its own. It’s important because it can produce realistic and useful material quickly, which could change how we create art, write stories, or even develop new products. Think of it as a smart robot that can invent and produce things almost like a human.
multicloud environmentstechnical
Multiple cloud providers used together to run a company’s computing, storage, and applications, like renting several storage units instead of keeping everything in one place. For investors, multicloud matters because it can reduce the risk of outages, avoid dependence on a single supplier, and allow cost or feature optimization, but it can also raise integration, security, and management costs that affect margins and execution risk.
configuration management databasestechnical
A configuration management database is a centralized inventory that records a company’s technology components — such as servers, software, network devices and their connections — plus key settings and how they relate to each other. For investors it matters because this “blueprint” helps management control costs, reduce outages and speed upgrades or integrations; a clear map of IT reduces operational risk and can protect revenue and valuation during changes or growth.
standardized data modelstechnical
Standardized data models are agreed-upon templates that organize how information is labeled, formatted and linked so different systems and companies can read and use the same data the same way. For investors, they matter because they make financial, regulatory and clinical information faster to compare, aggregate and analyze—like using the same spreadsheet columns for every company—reducing errors, lowering integration costs and improving the speed and quality of decision-making.
data sovereigntytechnical
Data sovereignty is the principle that digital information is subject to the laws and control of the country or entity where it is stored or processed. For investors, it matters because where data lives affects a company's legal obligations, costs, ability to sell services across borders, and exposure to government access or restrictions — like owning a house that must follow the rules of the town it sits in.
total cost of ownershipfinancial
The total cost of ownership is the full lifetime expense of acquiring and keeping an asset or product, not just its sticker price — it includes purchase, installation, operating, maintenance, financing and disposal costs. For investors, it reveals the real economic burden or savings of a purchase so they can judge profitability, cash flow and competitive strength; like comparing cars by adding fuel, insurance and repairs, not just the sale price.
service management platformstechnical
Service management platforms are software systems that organize and automate how a business delivers and supports services—think of them as a central dispatcher and control center that tracks requests, assigns tasks, and measures outcomes. For investors, these platforms matter because they can reduce operating costs, improve customer satisfaction and uptime, and create predictable, often recurring revenue streams, all of which affect profitability and growth prospects.
agentic ai deploymentstechnical
Agentic AI deployments are systems that can set goals and take actions on their own, rather than only following step‑by‑step instructions from a human. Think of them as automated workers that plan, decide and act to complete tasks—such as routing orders, negotiating terms, or adjusting operations—without constant human oversight. Investors care because these deployments can boost productivity and cut costs but also create new operational risks, regulatory exposure and liability that can materially affect a company’s revenue and valuation.
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ServiceNow’s role evolves as organizations advance AI readiness, platform consolidation, ISG Provider Lens® report says
SYDNEY--(BUSINESS WIRE)--
Enterprises throughout Asia Pacific are expanding their use of the ServiceNow platform as they adapt to changing geopolitical conditions and the rise of AI, 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 2026 ISG Provider Lens® ServiceNow Ecosystem Partners report for Asia Pacific finds that organizations are shifting focus from digital transformation to establishing AI readiness and operational resilience. As part of this transition, they are using ServiceNow to improve workflows to address complex regulations and growing cost concerns.
“ServiceNow is an increasingly important part of operational strategy for many enterprises in Asia Pacific,” said Michael Gale, partner and regional leader, ISG Asia Pacific. “The workflow orchestration capabilities of ServiceNow and its partners amplify investments in standardized architectures and stronger data foundations to support scalable, AI-powered automation.”
Enterprises in mature markets in the region, including Australia, New Zealand and Japan, are using ServiceNow in modernization initiatives focused on reducing technical debt and establishing data sovereignty as supply chains shift toward regionalization. These organizations are restructuring legacy workflows and consolidating systems within the platform to meet strict compliance requirements. Many enterprises in Southeast Asia and India are bypassing legacy constraints, adopting ServiceNow within multicloud environments and deploying AI in greenfield settings to achieve faster implementation and scalability.
Despite strong interest in generative AI, enterprises across Asia Pacific are activating AI capabilities cautiously due to governance, cost and data readiness requirements. Many organizations are making foundational improvements, such as ensuring the integrity of configuration management databases and standardized data models within ServiceNow, before enabling AI features. They seek reliable outputs, reduced risk and alignment with policy frameworks.
Enterprises in the region are also consolidating fragmented systems into unified ServiceNow instances to simplify operations and reduce total cost of ownership. By standardizing workflows across business functions, they are improving governance and visibility. Adoption is expanding into industry-specific use cases, particularly in retail and the public sector, where organizations are using ServiceNow to manage operations, enforce compliance and improve service delivery at scale, ISG says.
“ServiceNow allows enterprises in Asia Pacific to bring automation, governance and AI together in one platform,” said Megha Dodke, lead author of the report. “Service providers are helping companies integrate these capabilities into strategies that meet regional and industry-specific requirements.”
The report also explores other trends affecting ServiceNow adoption in APAC, including the significant untapped potential for retail service management platforms in the region and the adoption of frameworks for future agentic AI deployments.
For more insights into the challenges faced by enterprises in Asia Pacific using ServiceNow, along with ISG’s advice for addressing them, see the ISG Provider Lens Focal Points briefing here.
The report evaluates the capabilities of 36 providers across three quadrants: ServiceNow Consulting and Implementation Services (Professional Services), ServiceNow Managed Services and Innovation on ServiceNow.
It names Accenture, Capgemini, Cognizant, Deloitte, DXC Technology, Fujitsu, HCLTech, Infosys, NTT DATA, TCS and Wipro as Leaders in all three quadrants. AC3 is named as a Leader in two quadrants and Coforge, Kyndryl and Tech Mahindra as Leaders in one quadrant each.
In addition, Versent (Epicon) is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants. Coforge is named as a Rising Star in one quadrant.
In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2026 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 2026 ISG Provider Lens ServiceNow Ecosystem Partners report for Asia Pacific is available to subscribers or for one-time purchase on 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 and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.
