Tech Modernization Accelerates Australia’s Demand for ServiceNow Support

Australian enterprises adopting ServiceNow to tackle COVID-19 changes, carry out digital transformation, ISG Provider Lens™ report says

SYDNEY, May 11, 2022–(BUSINESS WIRE)–Australia’s market for ServiceNow-related services is growing faster than the global market for the platform itself, as enterprises look for support to better manage their digital workflows, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2022 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Australia finds three factors have led Australian enterprises to increase their investment in ServiceNow solutions for modernizing business processes in recent years: the need for new technologies to navigate the COVID-19 pandemic, an overall trend toward digital transformation and the ongoing diversification of ServiceNow’s offerings.

“The Australian ServiceNow market has grown substantially,” said Scott Bertsch, partner and regional leader, ISG Asia Pacific. “Australia has a strong IT and business services industry, and local and global providers have both stepped up to meet demand for services around ServiceNow.”

Enterprises in Australia have access to many capable providers of consulting, implementation and managed services for ServiceNow, ISG says. Most enterprises first seek consulting services, so competition is especially fierce in this segment. The local subsidiaries of multinational corporations usually dominate the services and solutions business in Australia, but in the ServiceNow market, several smaller domestic providers have succeeded.

The ServiceNow market has grown along with the expansion of the company’s service lines beyond its core IT-related offerings. Its solutions now also encompass customer service, security, business applications and HR. This has made ServiceNow an essential platform for many enterprises and fueled the growth of its ecosystem of independent software vendors and service providers.

ServiceNow and its partners have been investing heavily in helping clients automate business and technology processes, which for most enterprises is the key to achieving a good return on investment in ServiceNow, the report says. Providers also supply the skills enterprises need to keep pace with ServiceNow’s twice-yearly upgrade cycle.

The report also examines challenges for ServiceNow and its partners, including the global shortage of skills across many industries, especially the technology sector.

The 2022 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Australia evaluates the capabilities of 23 providers across three quadrants: ServiceNow Consulting Services, ServiceNow Implementation and Integration Services and ServiceNow Managed Services Providers.

The report names Accenture, Capgemini, Deloitte and Infosys as Leaders in all three quadrants. It names Cognizant, Enable, HCL, KPMG, Thirdera and Wipro as Leaders in two quadrants each. EY and TCS are named as Leaders in one quadrant each.

In addition, AC3, Kinetic IT and Thirdera 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 AC3, Infosys and Kinetic IT.

The 2022 ISG Provider Lens™ ServiceNow Ecosystem Partners report for Australia 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, 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.

A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 800 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit

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Will Thoretz, ISG
+1 203 517 3119
[email protected]

Erik Arvidson, Matter Communications for ISG
+1 617 874 5214
[email protected]