ServiceNow’s role evolves as organizations advance AI readiness, platform consolidation, ISG Provider Lens® report says

SYDNEY: $III #AI--Enterprises throughout Asia Pacific are expanding their use of the ServiceNow platform as they adapt to changing geopolitical conditions and the rise of AI, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2026 ISG Provider Lens® ServiceNow Ecosystem Partners report for Asia Pacific finds that organizations are shifting focus from digital transformation to establishing AI readiness and operational resilience. As part of this transition, they are using ServiceNow to improve workflows to address complex regulations and growing cost concerns.

“ServiceNow is an increasingly important part of operational strategy for many enterprises in Asia Pacific,” said Michael Gale, partner and regional leader, ISG Asia Pacific. “The workflow orchestration capabilities of ServiceNow and its partners amplify investments in standardized architectures and stronger data foundations to support scalable, AI-powered automation.”

Enterprises in mature markets in the region, including Australia, New Zealand and Japan, are using ServiceNow in modernization initiatives focused on reducing technical debt and establishing data sovereignty as supply chains shift toward regionalization. These organizations are restructuring legacy workflows and consolidating systems within the platform to meet strict compliance requirements. Many enterprises in Southeast Asia and India are bypassing legacy constraints, adopting ServiceNow within multicloud environments and deploying AI in greenfield settings to achieve faster implementation and scalability.

Despite strong interest in generative AI, enterprises across Asia Pacific are activating AI capabilities cautiously due to governance, cost and data readiness requirements. Many organizations are making foundational improvements, such as ensuring the integrity of configuration management databases and standardized data models within ServiceNow, before enabling AI features. They seek reliable outputs, reduced risk and alignment with policy frameworks.

Enterprises in the region are also consolidating fragmented systems into unified ServiceNow instances to simplify operations and reduce total cost of ownership. By standardizing workflows across business functions, they are improving governance and visibility. Adoption is expanding into industry-specific use cases, particularly in retail and the public sector, where organizations are using ServiceNow to manage operations, enforce compliance and improve service delivery at scale, ISG says.

“ServiceNow allows enterprises in Asia Pacific to bring automation, governance and AI together in one platform,” said Megha Dodke, lead author of the report. “Service providers are helping companies integrate these capabilities into strategies that meet regional and industry-specific requirements.”

The report also explores other trends affecting ServiceNow adoption in APAC, including the significant untapped potential for retail service management platforms in the region and the adoption of frameworks for future agentic AI deployments.

For more insights into the challenges faced by enterprises in Asia Pacific using ServiceNow, along with ISG’s advice for addressing them, see the ISG Provider Lens Focal Points briefing here.

The report evaluates the capabilities of 36 providers across three quadrants: ServiceNow Consulting and Implementation Services (Professional Services), ServiceNow Managed Services and Innovation on ServiceNow.

It names Accenture, Capgemini, Cognizant, Deloitte, DXC Technology, Fujitsu, HCLTech, Infosys, NTT DATA, TCS and Wipro as Leaders in all three quadrants. AC3 is named as a Leader in two quadrants and Coforge, Kyndryl and Tech Mahindra as Leaders in one quadrant each.

In addition, Versent (Epicon) is named as a Rising Star - a company with a “promising portfolio” and “high future potential” by ISG’s definition - in two quadrants. Coforge is named as a Rising Star in one quadrant.

Customized versions of the report are available from DXC Technology and Versent (Epicon).

In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2026 among ServiceNow ecosystem providers. HCLTech 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 2026 ISG Provider Lens ServiceNow Ecosystem Partners report for Asia Pacific is available to subscribers or for one-time purchase on this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.

Fonte: Business Wire