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, engagement, and 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 Customer Service Management (CSM), Human Capital Management (HCM), Governance, Risk, and Compliance (GRC), DevOps, and security and enabled 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 service provider’s service focus, key IP/solutions, and domain investments. The study will assist buyers in selecting the best-fit provider for their needs, while providers will be able to benchmark themselves against competitors.

Scope

• All industries and geographies
• The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading providers, client reference checks, and an ongoing analysis of the ServiceNow services market

Contents

This report features 25 ServiceNow service provider profiles, each of which includes:

• A detailed assessment of the provider’s strengths and limitations
• An overview of the provider’s ServiceNow services business and offerings – projects completed; resources used; and revenue split by services value chain, product segment, buyer size, industry, and geography
• An assessment of the provider’s ServiceNow services case studies, delivery capabilities, domain investments, and key solutions

Membership(s)

Enterprise Platform Services (EPS)

Sourcing and Vendor Management