Service providers help enterprise integrate new tools to unify process management, cut costs, improve customer experience, ISG Provider Lens™ report says
SYDNEY--BUSINESS WIRE--
Enterprise adoption of ServiceNow is surging in Asia Pacific as companies in the region embark on digital transformation and workflow modernization initiatives, 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 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Asia Pacific finds that the use of ServiceNow has grown over the last 12 months as the company has aggressively invested in the region. Global service integrators are also expanding their consulting and implementation offerings to meet local regulatory, cultural and market requirements.
“Companies of all sizes in Asia Pacific are transforming their workflows to remain competitive,” said Michael Gale, partner and regional leader, ISG Asia Pacific. “A growing number of them view ServiceNow as a strategic partner in those efforts.”
Enterprises in Asia Pacific are working with ServiceNow and its ecosystem partners to control costs, enhance productivity and improve customer experience, the report says. They seek providers to help them implement ServiceNow modules, including IT service management, HR service delivery and customer service management, and reach long-term goals such as aligning platform roadmaps with business strategies.
As companies in the region adopt or modernize ERP platforms as part of broad digital transformations, many are using solutions from ServiceNow and its ecosystem providers, ISG says. Manufacturing, retail, healthcare and financial services companies are using ERP systems to optimize operations and increase productivity, and ServiceNow uses its close association with leading ERP vendors to help companies maximize the value of those platforms. Companies are also turning to ServiceNow service partners for AI-driven automation of ERP processes and data flows across departments.
ServiceNow has a key role in IT vendor and platform consolidation, a rising trend among Asia Pacific enterprises, the report says. Managing compliance with diverse regulations across the region is a growing challenge for organizations that need to manage multiple vendors and platforms. Service providers are advocating ServiceNow as a unified platform to increase efficiency, improve decision-making and increase data and process visibility.
Large companies in Asia Pacific are implementing ServiceNow CX suites to address a growing need for better customer experience, ISG says. CX ratings are declining in the region due to issues such as long hold times, while CX is becoming more critical for brand reputation. Enterprises are working with providers to integrate AI-enabled features, such as predictive recommendations and AI agents, to streamline and speed up customer service processes.
“Enterprises in Asia Pacific are under pressure to modernize workflows without adding cost or complexity,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Service providers help them take advantage of ServiceNow’s broad-based management capabilities.”
The report also examines other trends affecting the ServiceNow ecosystem in Asia Pacific, including the rising popularity of cloud-based ERP systems and increasing adoption of ServiceNow Creator Workflows.
For more insights into the top challenges faced by ServiceNow clients in Asia Pacific, plus ISG’s advice for addressing them, see the ISG Provider Lens™ Focal Points briefing here.
The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Asia Pacific evaluates the capabilities of 31 providers across three quadrants: ServiceNow Consulting and Implementation Services, ServiceNow Managed Services and Innovation on ServiceNow.
The report names Accenture, Capgemini, Cognizant, Deloitte, DXC Technology, Fujitsu, HCLTech, Infosys, NTT DATA, TCS and Wipro as Leaders in all three quadrants. It names AC3 as a Leader in two quadrants and Atos, Kyndryl and Tech Mahindra as Leaders in one quadrant each.
In addition, Inmorphis 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.
A customized versions of the report is available from Fujitsu.
In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2024 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 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Asia Pacific 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, Mexico, 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 (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, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
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Julianna Sheridan, Matter Communications for ISG
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