Companies integrate new solutions from ServiceNow and providers, extend IT service platform into HR, other functions, ISG Provider Lens report says
Enterprises in Brazil are embracing new technologies from ServiceNow and its ecosystem partners as they pursue AI integration, process automation and overall digital transformation, according to a new research report published by Information Services Group (ISG), a global AI-centered technology research and advisory firm.
ServiceNow is a core element of digital transformation strategies at a growing number of organizations in Brazil. The company and its partners are developing solutions to meet the specific needs of key industries in Brazil.
The 2025 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Brazil finds that the use of ServiceNow has been growing steadily, especially in the healthcare, financial services, manufacturing and telecommunications industries. Enterprises are extending their use of ServiceNow beyond IT service desks and increasing their use of AI and generative AI, while the local ServiceNow ecosystem continues to grow significantly.
AI Authority Trend: ISG: AI’s Rapid Adoption Reshapes Industrial Operations in Europe
“ServiceNow is a core element of digital transformation strategies at a growing number of organizations in Brazil,” said Bill Huber, partner, digital platforms and solutions, for ISG. “The company and its partners are developing solutions to meet the specific needs of key industries in Brazil.”
Led by large enterprises, companies in Brazil are beginning to use ServiceNow in finance, human resources, supply chain, customer service and other areas, ISG says. Integrating ServiceNow with enterprise resource planning (ERP), customer relationship management (CRM) and HR systems enables companies to centralize data, automate complex workflows and eliminate departmental silos. This fosters greater agility and better employee and customer experiences, while increasing productivity and innovation.
A growing number of organizations in Brazil are adopting AI solutions and using ServiceNow’s Now Assist feature, Generative AI Controller and integration with Microsoft Copilot, the report says. They are applying AI and GenAI solutions to tasks including automated knowledge base creation, predictive maintenance and workflows based on natural language.
ServiceNow is a major factor in the growth of hyper-automation in Brazil, ISG says. Using platforms such as ServiceNow, companies are combining AI, robotic process automation, machine learning and system integration for automation that increases productivity and lowers costs. Examples include automation of agribusiness logistics and healthcare administrative processes.
AI Authority Trend: ISG: U.S. Firms Use GenAI to Ease SAP S/4HANA Migration
To meet evolving enterprise demands, ServiceNow managed services are shifting from simply monitoring traditional metrics such as uptime and ticket resolution times to tracking outcomes such as return on investment. There is a growing use of customized dashboards for key metrics, proactive alerts and advanced analytics.
“ServiceNow is increasingly important to Brazilian companies as they seek to streamline operations and control costs,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Its growing provider ecosystem helps enterprises embrace AI and automation.”
The report also examines other ServiceNow-related trends affecting Brazilian enterprises, including the continued growth of ServiceNow training programs and the recent introduction of new provider specializations.
The 2024 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Brazil evaluates the capabilities of 29 providers across three quadrants: ServiceNow Consulting and Implementation Services, ServiceNow Managed Services and Innovation on ServiceNow.
The report names Accenture; AOOP, An NTT DATA Company; Capgemini; Deloitte, EDX — Extreme Group and Wipro as Leaders in all three quadrants. It names Alparservice as a Leader in two quadrants. IBM and The Cloud People are named as Leaders in one quadrant each.
In addition, Cask Brazil and Kyndryl are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.
Customized versions of the report are available from AOOP, An NTT DATA Company and EDX — Extreme Group.
In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2024 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.
AI Authority Trend: ISG to Assess Contact Center Customer Experience Service Providers
Source – businesswire
To share your insights, please write to us at sudipto@intentamplify.com
