ServiceNow Services Market Expands Beyond ITSM
The ServiceNow services market has expanded beyond traditional ITSM into enterprise workflows, growing roughly 20% year-on-year as partners take broader roles. Suppliers — from Big Four and systems integrators to boutiques — and notable 2024 acquisitions (Cognizant’s Thirdera, Insight’s Infocenter) now emphasize consulting, managed services, reselling, joint product development and transformational outcomes aligned with ServiceNow’s CRM and agentic AI ambitions.
Key Points
- 1Shows market expansion beyond ITSM, growing roughly 20% year-on-year with diverse supplier types
- 2Highlights acquisitions and larger providers reshaping capabilities toward enterprise workflows and agentic AI
- 3Advises tech leaders to favor partners offering consulting, managed services, reselling, and transformational outcomes
Scoring Rationale
Timely analysis with factual acquisition updates drives relevance, but lacks detailed vendor performance metrics and prescriptive selection criteria.
Sources
Public references used for this report.
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