Enterprises taking ServiceNow deployments
beyond IT with modules for better workflow management in HR,
security, other functions, ISG Provider Lens™ report says
ServiceNow adoption in Australia is growing rapidly as more
enterprise functions and units embrace the workflow management
platform, 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 Australia finds that many organizations in the country, having
used ServiceNow for IT service management (ITSM), are embracing
recently introduced modules for other functions, such as HR,
security and customer experience. Generative AI (GenAI), the basis
of the company’s new Now Assist tool, may further increase
ServiceNow adoption.
Last year, growth in ServiceNow adoption in Australia likely
surpassed the company’s global growth rate, the ISG report
noted.
“Australian enterprises already trust ServiceNow for ITSM,” said
Michael Gale, partner and head of ISG Asia Pacific. “They now see
its potential to improve business processes in other areas, if
properly implemented.”
Australian federal agencies, financial services companies and
highly regulated organizations, such as telecommunications
carriers, have been the strongest adopters of ServiceNow in
multiple functional areas, ISG says. Due to the high cost of
extensive ServiceNow deployments, the company’s Australian customer
base is predominantly in large enterprises.
Major use cases for ServiceNow, especially data-intensive ones
such as ITSM, HR and security, lend themselves to GenAI because of
its potential to automate processes, ISG says. As the company
continues to invest in this technology and promote Now Assist,
Australian firms may find new and compelling reasons to adopt the
platform.
The Now Assist platform, which became available in the second
half of last year, uses advanced machine-learning algorithms to
automate repetitive tasks, give recommendations and streamline
decision-making, the report says. As Australian companies grapple
with high labor costs, steep inflation and challenging business
conditions in some industries, the promise of automation is likely
to generate high interest in implementing Now Assist.
ServiceNow’s Knowledge Extraction feature, which uses AI-powered
algorithms to extract specific data fields such as names, dates and
amounts from documents, is also being widely adopted in
document-heavy departments such as finance and legal, the report
says. By allowing organizations to capture structured data from
unstructured sources, Knowledge Extraction improves processes such
as order-to-cash and procure-to-pay.
“Automated extraction of data not only speeds up data entry but
reduces manual errors and increases accuracy,” said Jan Erik Aase,
partner and global leader, ISG Provider Lens Research. “ServiceNow
ecosystem partners are helping companies in many industries to
integrate this capability.”
The report also examines other trends in the Australian
ServiceNow ecosystem, including the need for skills development by
service providers and increasing collaborations between ServiceNow
and its ecosystem partners.
For more insights into workflow management challenges faced by
Australian enterprises, including managing the costs of ServiceNow
implementations and organizational barriers that hold up some
deployments, see the ISG Provider Lens™ Focal Points briefing
here.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for Australia evaluates the capabilities of 25 providers across
three quadrants: ServiceNow Consulting Services, ServiceNow
Implementation and Integration Services and ServiceNow Managed
Services Providers.
The report names Accenture, Capgemini, Cognizant, Deloitte,
Fujitsu, Infosys and Kinetic IT as Leaders in all three quadrants.
It names AC3, HCLTech and Wipro as Leaders in two quadrants each.
EY, KPMG and TCS are named as Leaders in one quadrant each.
In addition, AC3 and TCS are named as Rising Stars — companies
with a “promising portfolio” and “high future potential” by ISG’s
definition — in one quadrant each.
A customized version of the report is available from
KineticIT.
In the area of customer experience, KPMG is named the global ISG
CX Star Performer for 2024 among ServiceNow ecosystem partners.
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.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for Australia 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 more than 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/20240502663887/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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