ServiceNow positions itself as the central point for project management and development in the local market

After positioning itself as an ERP suite for CIOs and conquering the US and European markets, ServiceNow has become a successful solution for Brazilian companies and has drawn attention to new business models as a case management requirement. This is one of the topics covered by the new ISG (Information Services Group) study produced and disseminated by TGT Consult in Brazil. The survey was released the same week, and ServiceNow demonstrated its new features to the market at the Global Knowledge 2021 conference.

Brazil’s ISG Provider Lens ServiceNow Ecosystem Partners 2021 report provides a detailed analysis of the services and products of the US, Brazil, and German platform partners in selected market segments: ServiceNow consulting service providers, ServiceNow implementation and integration providers, and ServiceNow hosting service provider.

According to the report, the financial performance shows the company’s attractiveness to the market

According to an unprecedented survey, the tools widely used for management matters under the acronym ITSM (IT Service Management) became the central point for management requests and business cases, originating from other departments in the workflow.

For Florian Scheibmayr, author and principal analyst of the TGT Consult/ISG study, this is because the idea of ​​having a well-managed service catalog, clearly defined responsibilities and indicators attracts other areas of the company, hoping to replicate this work model. He explained: “From the perspective of the customer journey (whether internal or external), the growing view of business processes enables companies, especially service companies, to understand their business models as managing needs in the form of cases.”

According to the report, the financial performance shows the market traction the company has gained. In the three months ending December 2020, subscription revenue increased by 32% to $1 billion. In 2021, the company expects sales to reach 5.5 billion U.S. dollars, an increase of 22%.

In Brazil, ServiceNow continues to expand and strengthen its ecosystem. Currently, the platform has been looking for partners other than the Southeast Axis, or seeking specific solutions such as security and compliance. Florian Scheibmayr said that it should be noted that in the Brazilian market, focused, agile and boutique-style companies are rapidly developing and seizing the window of opportunity, while multinational companies are still slowly responding to market momentum.

The author emphasizes that Brazil’s ISG Provider Lens ServiceNow Ecosystem Partner 2021 is the first independent analysis of this new local ecosystem and in-depth study of this new market, bringing several important insights and analyzing the quotations of boutique companies , Among which more progressive reports often disappear due to the scale of their business.

To provide a complete tool to assist decision makers, the report also provides information on the volatility of certified and experienced resources in ServiceNow technology. “Training discounts, innovative projects, strong and compassionate leadership, the possibility of career development, and a fair profit sharing model are some of the antidotees adopted by domestic market participants to avoid the outflow of certified employees,” Scheibmayr added.

Quadrant
ISG research is an important decision basis for locating key relationships and consideration factors for listing. In Brazil’s ISG provider Lens ServiceNow Ecosystem Partners Report 2021, 24 providers were evaluated and qualified in 3 quadrants, namely: ServiceNow consulting services, ServiceNow implementation and integration services, and ServiceNow managed service providers.

The report lists Accenture and Capgemini as leaders in the three quadrants. AlparService, Aoop, Deloitte, DXC Technology and Nuvolax were rated leaders in two quadrants. ProV and Tivit each lead in a quadrant.

In addition, Extreme Digital Solutions, Infosys and Stefanini are classified as rising stars-companies with “promising investment portfolio” and “huge future potential” as defined by ISG-each in a quadrant.

Aoop provides a customized version of the report: https://mateiais.aoop.com.br/isg-2021

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