Companies partner with service providers on AI-powered automation, maintenance, industry-specific capabilities, ISG Provider Lens™ report says
STAMFORD, Conn., May 05, 2025–(BUSINESS WIRE)–Enterprises in the U.S. are implementing new agentic AI and industry-specific solutions for the ServiceNow platform in partnership with leading ServiceNow ecosystem partners, 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 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for the U.S. finds that companies are responding to ServiceNow’s rapid move into agentic AI, which has included the introduction of an AI agent orchestrator and acquisitions of agentic AI specialists Cuein and Moveworks. These actions are among the latest steps by the company and service providers to expand the scope of ServiceNow implementations into more functional areas and industry-specific use cases.
“Agentic AI is the next frontier in intelligent automation, and ServiceNow is establishing itself as a pioneer,” said Bill Huber, ISG partner, digital platforms and solutions. “AI agents have the potential to redefine how AI is used to improve employee engagement and customer service.”
Agentic AI lets enterprises use ServiceNow automation to both increase revenue and cut costs, ISG says. Some enterprises are training ServiceNow customer service AI agents to promote additional products when communicating with customers about service and support issues. Companies find it easier and more effective to use AI agents for this function than to train human agents, especially because they can instantly integrate information about new promotions into AI.
Enterprise demand for generative AI pilots and solutions is also increasing, the report says. GenAI is well-suited to detecting patterns, flagging anomalies and suggesting improvements, making it especially useful to large enterprises seeking continuous improvement. Companies are beginning to use GenAI for predictive maintenance, sentiment analysis and faster triage of service tickets.
A growing number of companies are asking providers for ServiceNow solutions that can be smoothly integrated into their existing workflows and comply with specific industry standards, ISG says. Vertical industries, such as insurance and financial services, have unique regulatory requirements that clients want providers to meet through value-added solutions on top of ServiceNow. Providers are meeting this demand by introducing more vertical products and accelerators.
Many U.S. companies also have begun using ServiceNow to automate processes in specialized areas such as legal affairs, governance and regulatory compliance, ISG says. Using domain-specific ServiceNow modules enhanced with GenAI, companies are performing complex functions such as extracting data from legal documents. Because costs are high in these departments, they can realize significant productivity gains.
“ServiceNow has moved beyond IT to be the foundation for enterprise-wide workflow transformation,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Enterprises are seeking service providers that have broad integration capabilities and can help them quickly realize value from ServiceNow.”
The report also explores other trends affecting the ServiceNow ecosystem in the U.S., including the shift toward outcome-focused performance management and providers’ increasing use of ServiceNow Creator Workflows to build industry-focused solutions.
For more insights into enterprise challenges related to ServiceNow, including how to find ServiceNow experts in a tight market and how to reduce the total cost of ownership of ServiceNow, plus ISG’s advice for addressing those challenges, see the ISG Provider Lens™ Focal Points briefing here.
The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for the U.S. evaluates the capabilities of 39 providers across three quadrants: ServiceNow Consulting and Implementation Services, ServiceNow Managed Services and Innovation on ServiceNow.
The report names Accenture, Capgemini, Cask, Cognizant, Deloitte, DXC Technology, HCLTech, Hexaware, Infosys, LTIMindtree, TCS, Tech Mahindra and Wipro as Leaders in all three quadrants. It names Genpact as a Leader in two quadrants and Kyndryl and NTT DATA as Leaders in one quadrant each.
In addition, Atos, Coforge and inMorphis are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.
In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2025 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.
Customized versions of the report are available from Genpact, Hexaware and inMorphis.
The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for the U.S. 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, Mexico, 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 (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, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
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Contacts
Press Contacts: Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
