Australian enterprises adopting ServiceNow to tackle COVID-19 changes, carry out digital transformation, ISG Provider Lens report says
Australia’s market for ServiceNow-related services is growing faster than the global market for the platform itself, as enterprises look for support to better manage their digital workflows, according to a new research report published today by Information Services Group, a leading global technology research and advisory firm.
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“The Australian ServiceNow market has grown substantially”
The 2022 ISG Provider Lens ServiceNow Ecosystem Partners report for Australia finds three factors have led Australian enterprises to increase their investment in ServiceNow solutions for modernizing business processes in recent years: the need for new technologies to navigate the COVID-19 pandemic, an overall trend toward digital transformation and the ongoing diversification of ServiceNow’s offerings.
“The Australian ServiceNow market has grown substantially,” said Scott Bertsch, partner and regional leader, ISG Asia Pacific. “Australia has a strong IT and business services industry, and local and global providers have both stepped up to meet demand for services around ServiceNow.”
Enterprises in Australia have access to many capable providers of consulting, implementation and managed services for ServiceNow, ISG says. Most enterprises first seek consulting services, so competition is especially fierce in this segment. The local subsidiaries of multinational corporations usually dominate the services and solutions business in Australia, but in the ServiceNow market, several smaller domestic providers have succeeded.
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The ServiceNow market has grown along with the expansion of the company’s service lines beyond its core IT-related offerings. Its solutions now also encompass customer service, security, business applications and HR. This has made ServiceNow an essential platform for many enterprises and fueled the growth of its ecosystem of independent software vendors and service providers.
ServiceNow and its partners have been investing heavily in helping clients automate business and technology processes, which for most enterprises is the key to achieving a good return on investment in ServiceNow, the report says. Providers also supply the skills enterprises need to keep pace with ServiceNow’s twice-yearly upgrade cycle.
The report also examines challenges for ServiceNow and its partners, including the global shortage of skills across many industries, especially the technology sector.
The 2022 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Australia evaluates the capabilities of 23 providers across three quadrants: ServiceNow Consulting Services, ServiceNow Implementation and Integration Services and ServiceNow Managed Services Providers.
The report names Accenture, Capgemini, Deloitte and Infosys as Leaders in all three quadrants. It names Cognizant, Enable, HCL, KPMG, Thirdera and Wipro as Leaders in two quadrants each. EY and TCS are named as Leaders in one quadrant each.
In addition, AC3, Kinetic IT and Thirdera are named as Rising Stars – companies with a “promising portfolio” and “high future potential” by ISG’s definition – in one quadrant each.
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