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ISG to Publish Study on Broad-Ranging ServiceNow Ecosystem

Upcoming ISG Provider Lens report will examine providers of ServiceNow-related consulting, managed services and implementation services

Information Services Group, a leading global technology research and advisory firm, has launched a research study examining the capabilities of providers in the extensive, global partner network of ServiceNow, one of the leading workflow management software solutions.

“The broad acceptance of ServiceNow’s offerings among the user community has led to exponential growth for the company”

The study results will be published in a comprehensive ISG Provider Lens™ report, called ServiceNow Ecosystem Partners, scheduled to be released in April. The report will cover ServiceNow consulting, managed services and implementation and integration services.

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Enterprise buyers will be able to use information from the report to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.


The new report looks at partners that offer a range of solutions related to ServiceNow, from full-scale lifecycle support to laser-focused services for specific tasks, said Jan Erik Aase, partner and global leader, ISG Provider Lens Research.

“The broad acceptance of ServiceNow’s offerings among the user community has led to exponential growth for the company,” he said. “Enterprises seek professional services to fully utilize its broad functionalities ― from process redesign through software implementation and integration to application management and training.”

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ISG has distributed surveys to more than 150 providers in the ServiceNow ecosystem. Working in collaboration with ISG’s global advisors, the research team will produce three quadrants representing the services and products the typical enterprise client is buying in the ServiceNow-related space, based on ISG’s experience working with its clients. The three quadrants that will be covered are:

  • ServiceNow Consulting Services, assessing providers of consulting services that help clients prepare for the use of workflow management services. While reference models and assessments are key to understanding a client’s maturity and prevailing challenges, a broad understanding of the enterprise’s current technical capabilities and plans for the future help differentiate ServiceNow partners. Consultants help clients understand what efforts toward transformation have to be made to optimize their investments in ServiceNow.
  • ServiceNow Implementation and Integration Services, evaluating providers specializing in implementing ServiceNow. Because ServiceNow’s solutions do not run in isolation in most companies, the ability to integrate with other software tools is an essential differentiating factor among providers, whose experience ensures that installation and integration are seamless. Providers also should have the capabilities to maintain the installed solution.
  • ServiceNow Managed Services Providers, assessing providers for their ability to offer managed services for maintenance and support functions, including monitoring, remote support and centralized management of the Now Platform, including related workflows and applications. Maintenance, data quality management, data security, and compliance-related capabilities are considered. Due to the complexity of workflows that need to be supported, providers must demonstrate the ability to work in a highly sophisticated and integrated application landscape and multi-vendor environment.

The report will cover the global ServiceNow market and examine products and services available in the U.S., Germany, Brazil, Australia and Singapore and Malaysia. ISG analysts Tapati Bandopadhyay, Florian Scheibmayr, Marcio Tabach, Phil Hassey and Arjun Das will serve as regional authors of the report.

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