Brazilian enterprises are increasingly
looking for ServiceNow providers that can demonstrate
industry-specific expertise, ISG Provider Lens™ report says
In a rapidly changing business environment, the addition of
GenAI to the latest version of ServiceNow will enable Brazilian
enterprises to dramatically speed up their business
transformations, 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 Brazil finds the GenAI-enhanced version of ServiceNow could
lead to faster business transformations for enterprises in Brazil.
When assisted by structured agents, cycle times for ServiceNow
solutions can now, in some cases, be cut in half, the ISG report
says.
Enterprises in Brazil are becoming increasingly aware of the
importance of choosing service providers that understand the nature
of their business, the ISG report says. Key sectors of the
Brazilian economy, such as agribusiness, financial services,
government and healthcare, are driving demand for ServiceNow
integrations with industry-specific solutions, the report says.
“Providers that combine GenAI capabilities with a solid
knowledge of industry-specific needs will be able to differentiate
themselves from competitors,” said Bill Huber, partner, digital
platforms and solutions, for ISG. “The convergence of IT and
business processes on platforms like ServiceNow will accelerate
business transformation in Brazil over the next few years.”
Recently, there has been a marked increase in Brazilian
enterprises seeking ServiceNow partners that not only demonstrate a
deep understanding of ServiceNow technologies but also have
knowledge of business processes, the ISG report says. According to
the report, these enterprises prefer providers that have already
invested in industry-specific reference models and evaluation
methodologies, data and benchmarking capabilities and that can
point to verifiable platform results.
ServiceNow’s partners are responding by specializing in specific
industry sectors, further enhancing their ability to provide
customized solutions that meet the unique demands of each sector,
the ISG report says. With this approach, known as business
transformation management, service providers combine
vertical-specific expertise with knowledge of platforms and
advanced technologies, including GenAI, the report says.
“Enterprises need to be able to consolidate focused content and
effectively use evolving information and knowledge bases,” said Jan
Erik Aase, partner and global leader, ISG Provider Lens Research.
“Effectively leveraging industry knowledge to accelerate specific
business solutions in a structured manner will be fundamental to
the productivity of Brazilian enterprises.”
The report also examines how newer and more strategic
functionalities on the ServiceNow platform, including those in
non-IT workflows, are quickly becoming top priorities for
enterprises in Brazil.
For more insights into the ServiceNow ecosystem challenges
facing enterprises in Brazil, such as an increased emphasis on
speed and a heightened focus on transformation, along with ISG’s
advice for addressing them, see the ISG Provider Lens™ Focal Points
briefing here.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for Brazil evaluates the capabilities of 27 providers across three
quadrants: ServiceNow Consulting Services, ServiceNow
Implementation and Integration Services and ServiceNow Managed
Services Providers.
The report names Accenture, Alparservice, AOOP, Capgemini,
Deloitte and Extreme Group as Leaders in all three quadrants, while
The Cloud People and Wipro are named as Leaders in two quadrants
each. Digisystem is named as a Leader in one quadrant.
In addition, Cask and YSSY are named as Rising Stars — companies
with a “promising portfolio” and “high future potential” by ISG’s
definition — in two quadrants each.
In the area of customer experience, KPMG is named the global ISG
CX Star Performer for 2024 among ServiceNow Ecosystem providers.
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.
Customized versions of the report are available from AOOP and
Extreme Group.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for Brazil 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 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20240515652907/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Thábata Mondoni, Mondoni Press for ISG Mobile: +55 11 98671 5652
thabata@mondonipress.com.br
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