This quadrant compares companies that support clients in building and implementing SIAM/ITSM solutions with ServiceNow products as the foundation. The offerings range from assessments to design and implementation consulting to full-scale implementation and operational services. Besides the breath of the offerings, the key qualifying criteria in this quadrant is the partner status itself, the duration of the status, the various platform modules supported, the number of relevant certified resources and the capabilities to support the forthcoming, current and past versions of the platform releases.
Founded in 2004, the company grew quickly to become a leader in this market. Being a case management system, ServiceNow’s main intent is to automate any IT process using emerging technologies. ServiceNow’s strategy is to acquire companies that addresses specific areas in the context of SIAM/ITSM. A good example is the acquisition of QIue in 2017, which has allowed ServiceNow to enhance its own experiences with AI and service desk conversations.
As with all platform providers, ServiceNow relies on a partner ecosystem. The rapid growth of the company has made it attractive for consulting companies across the globe. Large-scale consulting firms have strong relationships making the solutions useful for clients in any industry and of any size.
ServiceNow’s partner network has more than 1000 partners and this number is constantly increasing. While ServiceNow announces new features frequently, enhancing its base functionality, the partner ecosystem concentrates on preparing clients for broader IT. The well-established partner programs allow interested vendors or consulting companies to apply for positions that fit their own profile and strategy.
With such a large number of partners, it is difficult to pick the right group of companies for a study like this. We have defined specific multidimensional parameters distilling an appropriate group of relevant SIs for the U.S. market. Even with this high entry bar, this quadrant has the largest number of companies in the study. For us, this is a definite sign of the importance of the SIAM/ITSM and the implementation of tools and solution
HCL has been rated as a Leader in the quadrant.
As pe the report, HCL has developed a Gold Blueprint for ServiceNow, encompassing the process ecosystem of HCL’s best practices in terms of processes. As a leader, the firm offers a LITE version of the full implementation to help rapid go-live. The more than 10 years of relationship with ServiceNow and a strong CSat score reflect the company’s capabilities
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