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Information Services Group (ISG) has released a new report highlighting ServiceNow's growing presence in Europe. The report reveals that ServiceNow is effectively meeting European enterprise needs through EU-centric service delivery models and regional data centers. Key highlights include a $1.5 billion investment in UK operations to expand AI capabilities, and the introduction of DORA Accelerator for financial services compliance. ServiceNow is upgrading data centers with Nvidia GPUs for LLM processing and investing in ecosystem partners through ServiceNow Ventures. The report evaluates 38 providers, with companies like Accenture, Capgemini, and HCLTech emerging as leaders. Notable trends include increased demand for industry-specific workflows and focus on ESG, sustainability, and GDPR compliance.

ServiceNow is experiencing significant growth in Asia Pacific as companies embrace digital transformation initiatives, according to a new ISG Provider Lens™ report. The study reveals that enterprises are partnering with ServiceNow and its ecosystem partners to streamline workflows, control costs, and enhance customer experience. Key findings include:

Companies are implementing ServiceNow modules for IT service management, HR service delivery, and customer service management. The platform is playing a crucial role in ERP integration and vendor consolidation, helping organizations manage compliance across diverse regional regulations.

The report identifies 11 leading providers across three quadrants: Accenture, Capgemini, Cognizant, Deloitte, DXC Technology, Fujitsu, HCLTech, Infosys, NTT DATA, TCS, and Wipro. HCLTech was named the global ISG CX Star Performer for 2024 among ServiceNow ecosystem providers.

U.S. enterprises are increasingly adopting ServiceNow's agentic AI solutions, according to ISG's 2025 Provider Lens™ report. ServiceNow has strengthened its AI capabilities through the acquisition of Cuein and Moveworks, introducing an AI agent orchestrator. Companies are leveraging these AI agents for revenue generation and cost reduction, particularly in customer service where AI agents can promote products during support interactions. The report highlights growing enterprise demand for generative AI solutions, especially for predictive maintenance, sentiment analysis, and ticket triage. ServiceNow has expanded beyond IT to become a foundation for enterprise-wide workflow transformation, with companies implementing industry-specific solutions in sectors like insurance and financial services. The report evaluates 39 providers, with 13 companies named as Leaders across all three quadrants: ServiceNow Consulting and Implementation Services, Managed Services, and Innovation.

Insurance companies are increasingly partnering with service providers to migrate from legacy systems to Duck Creek's modern SaaS platform, according to ISG's 2025 Provider Lens™ report. The transition is driven by insurers' needs for greater agility, technology adoption, and improved customer experience. Duck Creek is promoting cloud-native and SaaS versions while emphasizing out-of-the-box capabilities. Service providers are adopting a "factory" approach to cloud migration and leveraging AI and automation to develop reusable tools. The report identifies Accenture, Capgemini, Coforge, Cognizant, EY, and LTIMindtree as Leaders in Duck Creek Services, with Xceedance named as a Rising Star. Successful migrations require careful planning, data migration management, and effective change management to address business process changes.

According to the 2025 ISG Provider Lens™ report, enterprises worldwide are increasingly adopting Microsoft's AI and cloud ecosystem to navigate market uncertainty. The report highlights that companies are investing in these technologies to enhance business visibility, predictability, and resilience. Key focus areas include cybersecurity, data analytics, and infrastructure modernization. With rising inflation and margin pressures, businesses are prioritizing cost-effective technology projects and FinOps services. The report identifies significant demand for AI implementation services, particularly in predictive analytics. Leading providers in the Microsoft ecosystem include Accenture & Avanade, Capgemini, HCLTech, IBM, and Infosys, who were named Leaders across all three quadrants. HCLTech earned recognition as the global ISG CX Star Performer for 2025 among Microsoft Cloud Ecosystem providers.

Information Services Group (ISG) reports a significant shift in Brazilian Salesforce implementations, with AI becoming a central focus. The 2024 ISG Provider Lens™ study reveals Brazilian enterprises are actively integrating AI with Salesforce, primarily through Einstein generative AI and Agentforce agentic AI tools.

Key developments include:

• Agentforce's 2024 launch enables autonomous agents for tasks like call center automation
• Companies are seeking consulting services to optimize AI implementation and license management
• Salesforce Customer Data Platform (CDP) Cloud emerges as crucial for AI implementations
• The report evaluates 41 providers across six quadrants
• Leading companies include Accenture, Everymind, and OSF Digital as top performers in four quadrants each

The study highlights how Brazilian enterprises are carefully approaching Salesforce projects, partnering with service providers to navigate complexity and cost considerations while leveraging AI for improved customer experience and operational efficiency.

Australian IT spending is expected to surge in 2025, driving increased demand for Microsoft AI and cloud ecosystem solutions, according to a new ISG Provider Lens™ report. The research highlights that enterprises are focusing investments on cybersecurity, cloud-enabled digital transformation, and infrastructure modernization.

Key findings include:

• Companies are seeking strategic outcomes from cloud adoption, emphasizing cost control and visibility
• Remote work trends are boosting demand for Microsoft Teams, SharePoint, and OneDrive
• AI is being leveraged to enhance human productivity rather than replace workers
• Growing focus on FinOps and cost optimization for Microsoft 365 and Copilot licensing

The report evaluates 39 providers across four quadrants, with Accenture & Avanade, DXC Technology, Fujitsu, Kyndryl, TCS, and Wipro emerging as Leaders in all categories. HCLTech earned recognition as the global ISG CX Star Performer for 2025 among Microsoft Cloud Ecosystem Providers.

Information Services Group (ISG) reports that enterprises are transforming procurement beyond cost-cutting, focusing on process optimization and faster market entry. The 2025 ISG Provider Lens™ global Procurement Services study highlights how companies are making procurement a competitive advantage despite global disruptions.

Key findings include:

• Companies are implementing AI, generative AI, and advanced analytics to enhance procurement processes
• Procurement teams are creating specialized centers of excellence for customized solutions
• Businesses are increasing their use of procurement business process outsourcing (BPO) for flexibility
• Focus areas include strategic sourcing, spending data management, and supplier risk assessment

The report evaluates 28 providers across three areas: Procurement Operations Modernization, Strategic Sourcing and Category Management, and Supplier Management. Top Leaders include Accenture, Corcentric, Deloitte, Genpact, GEP, HCLTech, IBM, Infosys, TCS, and WNS Procurement. Notably, Genpact earned the highest customer satisfaction scores as the global ISG CX Star Performer for 2025.

Information Services Group (ISG) reports that Europe is leading in digital engineering adoption, with enterprises rapidly scaling Industry 4.0 initiatives and Generative AI implementation across product development lifecycles. The 2025 ISG Provider Lens™ study highlights how European industries are leveraging AI for automated design, personalized customer experiences, and synthetic data generation.

Service providers are helping enterprises build comprehensive solutions from product conceptualization to prototyping. Key technological advancements include digital twin technology for virtual asset replication and predictive maintenance, and digital thread technology for end-to-end product data traceability. The report identifies several market leaders, with Accenture, Capgemini, Cognizant, HCLTech, Infosys, TCS, and Wipro recognized as Leaders in four quadrants.