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US companies are increasingly adopting ServiceNow modules to streamline workflow management across various functions, as revealed by the 2024 ISG Provider Lens report. ServiceNow's integration into diverse business areas allows for a centralized platform for managing workflows, leading to cost reduction and operational simplification. Enterprises are turning to ServiceNow to avoid the complexity of multiple software licenses and the need for diverse technical skills in managing various platforms. The introduction of generative AI components like Now Assist further enhances user experience and flexibility.
Le aziende statunitensi stanno adottando sempre più i moduli di ServiceNow per semplificare la gestione dei flussi di lavoro in diverse funzioni, come rivelato dal rapporto ISG Provider Lens 2024. L'integrazione di ServiceNow in vari settori aziendali permette una piattaforma centralizzata per la gestione dei flussi di lavoro, portando a una riduzione dei costi e alla semplificazione operativa. Le imprese si affidano a ServiceNow per evitare la complessità derivante da molteplici licenze software e la necessità di competenze tecniche diverse nella gestione di varie piattaforme. L'introduzione di componenti di intelligenza artificiale generativa come Now Assist migliora ulteriormente l'esperienza utente e la flessibilità.
Las empresas estadounidenses están adoptando cada vez más los módulos de ServiceNow para optimizar la gestión de flujos de trabajo en diversas funciones, según revela el informe ISG Provider Lens 2024. La integración de ServiceNow en distintas áreas de negocio ofrece una plataforma centralizada para la gestión de flujos de trabajo, lo que conduce a una reducción de costos y simplificación operativa. Las empresas recurren a ServiceNow para evitar la complejidad de múltiples licencias de software y la necesidad de diversas habilidades técnicas para gestionar distintas plataformas. La incorporación de componentes de IA generativa como Now Assist mejora aún más la experiencia del usuario y la flexibilidad.
미국 기업들은 각종 기능에 걸쳐 워크플로우 관리를 간소화하기 위해 서비스나우 모듈을 점점 더 많이 도입하고 있으며, 이는 2024년 ISG 프로바이더 렌즈 보고서에 의해 밝혀졌습니다. 서비스나우의 다양한 비즈니스 영역으로의 통합은 워크플로우 관리를 위한 중앙 집중식 플랫폼을 제공하여 비용 절감 및 운영 단순화로 이어집니다. 기업들은 여러 소프트웨어 라이선스의 복잡성과 다양한 플랫폼 관리에 필요한 기술적 기술의 필요성을 피하기 위해 서비스나우를 선택하고 있습니다. Now Assist와 같은 생성적 AI 구성 요소의 도입은 사용자 경험과 유연성을 더욱 향상시킵니다.
Les entreprises américaines adoptent de plus en plus les modules ServiceNow pour rationaliser la gestion des flux de travail à travers diverses fonctions, comme le révèle le rapport ISG Provider Lens de 2024. L'intégration de ServiceNow dans différents domaines d'activité permet une plateforme centralisée pour la gestion des flux de travail, conduisant à une réduction des coûts et une simplification opérationnelle. Les entreprises se tournent vers ServiceNow pour éviter la complexité liée à de multiples licences logicielles et le besoin de compétences techniques diverses pour la gestion de différentes plateformes. L'introduction de composants d'IA générative comme Now Assist améliore encore plus l'expérience utilisateur et la flexibilité.
US-Unternehmen setzen zunehmend auf ServiceNow-Module, um das Workflow-Management in verschiedenen Bereichen zu optimieren, wie der ISG Provider Lens Bericht 2024 offenbart. Die Integration von ServiceNow in verschiedene Geschäftsbereiche ermöglicht eine zentralisierte Plattform zur Verwaltung von Workflows, was zu einer Kostenreduktion und einer Vereinfachung der Abläufe führt. Unternehmen wenden sich an ServiceNow, um die Komplexität mehrerer Softwarelizenzen und den Bedarf an unterschiedlichen technischen Fähigkeiten bei der Verwaltung verschiedener Plattformen zu vermeiden. Die Einführung von generativem AI, wie Now Assist, verbessert darüber hinaus die Benutzererfahrung und Flexibilität.
Positive
ServiceNow's expanding set of tools enables enterprises to manage workflows across different functions, reducing costs and operational complexity.
Implementation of ServiceNow can lead to streamlined workflow management horizontally by adding parallel or complementary modules into a single platform.
ServiceNow's generative AI component, Now Assist, enhances user experience and provides organizations with greater flexibility.
Negative
Companies may face challenges related to the lack of realistic use cases for the generative AI component of ServiceNow.
The complexity of customized workflow designs could pose obstacles for businesses utilizing ServiceNow.
Companies are embracing the platform’s expanding set of tools to simplify process management across departments, ISG Provider Lens™ report says
STAMFORD, Conn.--(BUSINESS WIRE)--
A growing number of enterprises in the U.S., seeking to streamline workflow management, are engaging with service providers to implement ServiceNow across multiple functions, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report for the U.S. finds that ServiceNow’s recent expansion from IT service management into nearly all business functions has enabled enterprises to construct a single platform to manage workflows in HR, payroll, customer relationship management, legal affairs and other areas. This type of holistic workflow solution can help businesses reduce both cost and operational complexity.
“Companies are struggling to manage a wide range of technology platforms, so most are at least thinking of consolidating them,” said Bill Huber, ISG partner, Digital Platforms and Solutions. “ServiceNow is aggressively introducing modules for every function and industry, and service providers are helping clients evaluate how they might benefit from them.”
Enterprises in the U.S. want to introduce modern workflows into more departments without taking on the technical burden of integrating new tools with existing systems, ISG says. The cost and complexity of multiple software licenses from different vendors is another concern. Many companies are looking to ServiceNow for the ability to scale workflow management horizontally, smoothly plugging parallel or complementary modules into one platform over time.
In the tight IT labor market in the U.S., companies are also trying to reduce the need to attract and retain staff with a wide range of different skills, ISG says. Maintaining separate workflow management platforms for each function requires expertise in different types of coding, database management and support, which leads some enterprises to look for a unified platform that allows for more flexible scaling of operations.
Companies in the U.S., as elsewhere, are increasingly focused on how users and developers experience workflow management platforms as modern software changes their expectations, ISG says. Users expect features such as mobile access, simple dashboards and intuitive and customizable interfaces, while developers look for advances such as simplified coding and use of composable code modules. As companies evaluate systems through this lens, they increasingly favor modern platforms like ServiceNow over legacy workflow tools. ServiceNow’s recently introduced generative AI (GenAI) component, Now Assist, may give organizations even more flexibility to optimize user experience.
“U.S. companies are moving beyond rigid legacy workflow platforms,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Service providers bring expertise in deriving the best experience from ServiceNow.”
The report also explores other trends, including the rising need for document intelligence functions and ServiceNow’s growing collaborations with service providers for industry-specific solutions.
For more insights into challenges relevant the U.S. ServiceNow ecosystem, including the lack of realistic use cases for GenAI and the complexity of customized workflow designs, see the ISG Provider Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report for the U.S. evaluates the capabilities of 35 providers across three quadrants: ServiceNow Consulting Services, ServiceNow Implementation and Integration Services and ServiceNow Managed Services.
The report names Accenture, Capgemini, Cask, Cognizant, Deloitte, DXC Technology, HCLTech, Hexaware, Infosys, LTIMindtree, TCS and Wipro as Leaders in all three quadrants. It names Tech Mahindra as a Leader in two quadrants and IBM and NTT DATA as Leaders in one quadrant each.
In addition, Jade Global is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants. Kyndryl and Tech Mahindra are named as Rising Stars in one quadrant each.
In the area of customer experience, KPMG is named the global ISG CX Star Performer for 2024 among ServiceNow ecosystem partners. KPMG 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 2024 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, 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 and 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.
Julianna Sheridan, Matter Communications for ISG
+1 978-518-4520
isg@matternow.com
Source: Information Services Group, Inc.
FAQ
What does the 2024 ISG Provider Lens report reveal about US enterprises and ServiceNow?
The report highlights that US companies are increasingly utilizing ServiceNow modules for streamlined workflow management across various functions.
What is the significance of ServiceNow's recent expansion from IT service management?
ServiceNow's expansion into nearly all business functions allows enterprises to construct a single platform for managing workflows in HR, payroll, customer relationship management, legal affairs, and more.
How can ServiceNow help businesses reduce costs and operational complexity?
By offering a holistic workflow solution that allows companies to manage workflows in various departments on a single platform, ServiceNow can reduce costs and operational complexity for businesses.
What challenges might companies face when implementing ServiceNow?
Companies may encounter difficulties related to the lack of realistic use cases for ServiceNow's generative AI component, as well as the complexity of customized workflow designs.
Which companies are named as Leaders in all three quadrants in the ISG Provider Lens report?
Accenture, Capgemini, Cask, Cognizant, Deloitte, DXC Technology, HCLTech, Hexaware, Infosys, LTIMindtree, TCS, and Wipro are named Leaders in all three quadrants of the report.
What role does KPMG play in the ServiceNow ecosystem?
KPMG is named the global ISG CX Star Performer for 2024 among ServiceNow ecosystem partners, earning the highest customer satisfaction scores in ISG's Voice of the Customer survey.
isg (information services group) (nasdaq: iii) is a leading global technology research and advisory firm. a trusted business partner to more than 700 clients, including 75 of the top 100 enterprises in the world, 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; technology 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 1,300 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 compreh
