Urge to Simplify Draws More European Firms to ServiceNow

An expanding array of available modules is leading many European enterprises to choose ServiceNow as their principal workflow management platform, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2024 ISG Provider Lens ServiceNow Ecosystem Partners report for Europe finds more European enterprises are adopting ServiceNow as a holistic platform. Companies are using the platform, which initially began as an IT process management tool, to streamline operations, enhance customer experience and differentiate themselves by developing focused and aligned solutions, the ISG report says.

“The proliferation of ServiceNow modules has been a boon to European enterprises as well as to providers,” said Dr. Matthias Paletta, director, technology modernization, for ISG EMEA. “The platform’s expanding complexity has increased the need for proficient professionals and partners.”

ServiceNow’s recent Vancouver release includes new features and capabilities designed to fundamentally change digital workflows and enhance user experiences. Vancouver introduces advancements across various modules, including IT service management (ITSM), HR and customer service management (CSM), the ISG report says. Notable features include enhanced AI capabilities for intelligent automation, improved analytics for data-driven insights and expanded mobile capabilities for seamless accessibility.

According to the report, the new and enhanced modules include functionalities such as Document Intelligence, Generative AI Controllers, Natural Language Understanding, Now Assist releases, Predictive Intelligence modules, Process Mining and Task Intelligence Admin Console and User Experience Analytics.

As ServiceNow increasingly becomes a unified enterprise platform, effectively managing its lifecycle and service assets built and operated on the platform poses a challenge, the ISG report says. According to the report, there is a growing focus on optimizing the costs associated with deploying and maintaining ServiceNow solutions. European companies are meticulously evaluating the returns on their ServiceNow investments and exploring avenues to augment efficiency and curtail superfluous expenses, ISG says.