Until a few years ago, enterprises expected ServiceNow to help them manage digital workflows such as IT Service Management (ITSM) and IT Operations Management (ITOM). Today, enterprises expect stakeholder-centric, automation-focused, and data-/outcome-driven integrated solutions with an emphasis on stakeholder experience, even in a multi-channel, complex portfolio. Enterprises are deriving higher business value by reimagining processes and integrating ServiceNow with existing systems of record, systems of engagement, and systems of intelligence.

In response to the changing market landscape, ServiceNow has expanded its portfolio to deliver enterprise solutions, including IT, employee, and customer workflows, to help clients drive business growth, increase resilience, and enhance employee productivity. It has forayed into emerging areas such as CSM, HCM, DevOps, GRC, and security and empowered enterprises to build custom apps on its low-code-powered app engine. It has invested in building industry solutions to provide out-of-the-box resolutions and expedite the time-to-market for enterprises.

In this research, we provide a detailed assessment of 25 providers featured on the ServiceNow Services PEAK Matrix® Assessment 2022 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile provides a comprehensive picture of the provider’s focus areas, key Intellectual Property (IP) / solutions, and domain investments.

Scope

• The assessment is based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading providers, client reference checks, and an ongoing analysis of the ServiceNow services market
• All industries and geographies

Contents

This report features detailed assessments, including strengths and limitations, of 25 providers that focus on ServiceNow services.

Membership(s)

Enterprise Platform Services (EPS)

Sourcing and Vendor Management