ServiceNow’s Expanded Scope Boosts Uptake in Australia
Enterprises taking ServiceNow deployments beyond IT with modules for better workflow management in HR, security, other functions, ISG Provider Lens™ report says
The 2024 ISG Provider Lens™
Last year, growth in ServiceNow adoption in
“Australian enterprises already trust ServiceNow for ITSM,” said
Australian federal agencies, financial services companies and highly regulated organizations, such as telecommunications carriers, have been the strongest adopters of ServiceNow in multiple functional areas, ISG says. Due to the high cost of extensive ServiceNow deployments, the company’s Australian customer base is predominantly in large enterprises.
Major use cases for ServiceNow, especially data-intensive ones such as ITSM, HR and security, lend themselves to GenAI because of its potential to automate processes, ISG says. As the company continues to invest in this technology and promote Now Assist, Australian firms may find new and compelling reasons to adopt the platform.
The Now Assist platform, which became available in the second half of last year, uses advanced machine-learning algorithms to automate repetitive tasks, give recommendations and streamline decision-making, the report says. As Australian companies grapple with high labor costs, steep inflation and challenging business conditions in some industries, the promise of automation is likely to generate high interest in implementing Now Assist.
ServiceNow’s Knowledge Extraction feature, which uses AI-powered algorithms to extract specific data fields such as names, dates and amounts from documents, is also being widely adopted in document-heavy departments such as finance and legal, the report says. By allowing organizations to capture structured data from unstructured sources, Knowledge Extraction improves processes such as order-to-cash and procure-to-pay.
“Automated extraction of data not only speeds up data entry but reduces manual errors and increases accuracy,” said
The report also examines other trends in the Australian ServiceNow ecosystem, including the need for skills development by service providers and increasing collaborations between ServiceNow and its ecosystem partners.
For more insights into workflow management challenges faced by Australian enterprises, including managing the costs of ServiceNow implementations and organizational barriers that hold up some deployments, see the ISG Provider Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™
The report names Accenture, Capgemini, Cognizant, Deloitte, Fujitsu, Infosys and Kinetic IT as Leaders in all three quadrants. It names AC3, HCLTech and Wipro as Leaders in two quadrants each. EY,
In addition, AC3 and TCS are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.
A customized version of the report is available from KineticIT.
In the area of customer experience,
The 2024 ISG Provider Lens™
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
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