Enterprises are devoting increased attention
to optimizing costs associated with deploying and maintaining
workflow solutions, ISG Provider Lens™ report says
An expanding array of available modules is leading many European
enterprises to choose ServiceNow as their principal 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 Europe finds more European enterprises are adopting ServiceNow
as a holistic platform. Companies are using the platform, which
initially began as an IT process management tool, to streamline
operations, enhance customer experience and differentiate
themselves by developing focused and aligned solutions, the ISG
report says.
“The proliferation of ServiceNow modules has been a boon to
European enterprises as well as to providers,” said Dr. Matthias
Paletta, director, technology modernization, for ISG EMEA. “The
platform’s expanding complexity has increased the need for
proficient professionals and partners.”
ServiceNow’s recent Vancouver release includes new features and
capabilities designed to fundamentally change digital workflows and
enhance user experiences. Vancouver introduces advancements across
various modules, including IT service management (ITSM), HR and
customer service management (CSM), the ISG report says. Notable
features include enhanced AI capabilities for intelligent
automation, improved analytics for data-driven insights and
expanded mobile capabilities for seamless accessibility.
According to the report, the new and enhanced modules include
functionalities such as Document Intelligence, Generative AI
Controllers, Natural Language Understanding, Now Assist releases,
Predictive Intelligence modules, Process Mining and Task
Intelligence Admin Console and User Experience Analytics.
As ServiceNow increasingly becomes a unified enterprise
platform, effectively managing its lifecycle and service assets
built and operated on the platform poses a challenge, the ISG
report says. According to the report, there is a growing focus on
optimizing the costs associated with deploying and maintaining
ServiceNow solutions. European companies are meticulously
evaluating the returns on their ServiceNow investments and
exploring avenues to augment efficiency and curtail superfluous
expenses, ISG says.
“New ServiceNow releases are becoming more frequent,” said Jan
Erik Aase, partner and global leader, ISG Provider Lens Research.
“European enterprises are looking for providers that have resources
with appropriate certifications and skill sets to ensure seamless
operations on the latest iterations.”
The report also examines the growing need for certified
ServiceNow developers, administrators, consultants, architects and
project managers capable of delivering high-quality solutions and
services.
For more insights into the ServiceNow ecosystem challenges
facing enterprises in Europe, including rationalizing workflow
adoption and coping with regional talent shortages, 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 Europe evaluates the capabilities of 36 providers across three
quadrants: ServiceNow Consulting Services, ServiceNow
Implementation and Integration Services and ServiceNow Managed
Services Providers.
The report names Accenture, Capgemini, Cognizant, Eviden (an
Atos Business), Infosys, TCS, T-Systems/OS and Wipro as Leaders in
all three quadrants, while agineo, Deloitte, Fujitsu, Kyndryl,
LTIMindtree and Plat4mation are named as Leaders in two quadrants
each. HCLTech, Hexaware, KPMG and NTT DATA are named as Leaders in
one quadrant each.
In addition, Tietoevery is named as a Rising Star — a company
with a “promising portfolio” and “high future potential” by ISG’s
definition — in two quadrants, while Hexaware and Wrangu are named
as Rising Stars in one quadrant 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 Capgemini,
Kyndryl, Plat4mation and Tietoevry.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report
for Europe 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/20240503580755/en/
Press: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Philipp Jaensch, ISG +49 151 730 365 76
philipp.jaensch@isg-one.com
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