Executive Summary: ISG Provider Lens™ ServiceNow Ecosystem Partners - U.S. 2022
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ISG Provider Lens™ ServiceNow Ecosystem Partners - ServiceNow Consulting Services - U.S. 2022
ISG Provider Lens™ ServiceNow Ecosystem Partners - ServiceNow Managed Services Providers - U.S. 2022
ServiceNow has emerged as the most preferred workflow management platform.
The connected enterprise space has been expanding since the cloud adoption drive, especially in the U.S. Software providers are building business specific and industry verticalized solution. Enterprises are driven by a broad set of services in every portfolio and domain, generating data that eventually transforms into knowledge. These services create and store business information produced by many teams and stakeholders involved at every touchpoint. The software industry has seen a transformation from installed on-premises applications to cloud (SaaS) models. This has multiplied the benefits in every aspect, including in deployment, functionalities and integration with advanced components. The cloud-first strategy is being adopted by software providers and enterprises alike, and is converging as an integrated service management strategy.
U.S market is dynamic and welcoming for new and developed solutions leading the way to transform enterprise processes. Industries like Insurance, Banking & finance, Retail and healthcare are the top consumers as these are strongly driven by transactions. These range from the technology, organizational support to business process which are going through reengineering and upgradation in every aspect.
In this scenario, workflow has been transformed to simplify activities, inputs and outcome dynamics. In addition, software vendors are transitioning into a preferred marketplace arrangement for the open-source community and partner ecosystem to utilize and offer technology agnostic, industry specific accelerators.
New-age software platforms offer prebuilt process packages, Agile designing and multiple deployment options through custom connectors and accelerators.
ServiceNow is one such platform with a robust ecosystem that scales with many service integrators, service providers, technology providers and advisory communities. It is one of the fastest-growing platforms that provides workflow management solutions across various verticals and horizontals. The standard approach is to replicate technology processes, but there is a growing requirement for a single unified platform for the diverse functions of an enterprise. This is for the following vital reasons:
- Business applications for every function may enhance system interconnectivity but also create integration complexities.
- With increased application touchpoints, data security has simultaneously gained prominence because of increased vulnerability.
- Service levels and performance management has become a complex activity, affecting benefits realization.
- Incremental technology operations cost, including support, maintenance and license, now constitutes a large expense share.
As a result, enterprises are keen on exploring options to reduce management complexities of multiple software platforms as such issues often impede digital business transformation initiatives.
The core focus of the ServiceNow platform is to simplify workflow by focusing on functional nuances and business logic. ServiceNow strategically leverages customer personas, products and platforms across functional areas. The ServiceNow platform enhances business, technology and cross-functional processes.
The focus on building products for every persona, industry and portfolio drives the expansion of ServiceNow in every sector. The technology portfolio covers critical aspects of service management driven by ITIL 4 and has translated into specialized offerings. Various features such as the convenience of virtual agents, focus on productive intelligence, use of machine learning and availability of workforce and workflow optimization toolkits have positioned it as a solid and comprehensive platform. It also covers critical security operations; governance, risk and compliance; DevOps; and portfolio management.
ServiceNow has a discrete strategy focusing on U.S enterprise clients and service providers. A series of acquisitions made by ServiceNow depicts the approach to building a diverse portfolio of accelerators and solutions inclining towards unique requirements. The acquired product companies possess functionalities around automation platforms, observability systems and testing solutions. The infusion of these novel functionalities enhances workflow efficiency, effectiveness, and economics.
Provider communities have understood the capabilities of ServiceNow — interoperability, compatibility and customization — and are rapidly building expertise on the platform in terms of consulting, implementation and integration, and managed services. ServiceNow also offers products including accelerators global service integrators to reduce the time to value and enhance end-user experience.
ServiceNow is one of the most widely adopted platforms for a few critical reasons: first, it is considered a comprehensive platform with AI, analytics, security, automation, and low-code/no-code characteristics to build business processes at pace and scale; second, ServiceNow has tiered partnerships and discrete roles with providers. For example, the ServiceNow Impact partnership program strives to expand market penetration and value actualization for customers. The partners help enterprises gain momentum with the digital transformation of their businesses. ServiceNow’s technological and strategic partnerships are about leveraging exclusive proprietary offerings and industry knowledge to upscale realtime process execution capabilities.
The U.S has always been the largest market for ServiceNow and has been flourishing at a pace. 50% workforce is based out of the U.S and around 94% of the overall revenue accounts for North America. Consulting and professional services firms are getting into partnership with ServiceNow to fulfill the customer demands and build a new pipeline for their unique requirements. This is an exciting ecosystem with technological developments using Artificial Intelligence, Machine Learning, and new-age application models through strategic partnership, innovation programs and co-build initiatives with industry-leading providers and consulting firms.
ServiceNow’s goal is to build enterprises of the future with mature products and a comprehensive platform, standardizing processes and enabling a transition to digital workers, with a focus on business-critical tasks. The platform, therefore, will play a pivotal role in building future enterprises that are sustainable, resilient and agile.
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