Enterprises in Brazil are increasingly turning to ServiceNow and its ecosystem partners to drive digital transformation, integrate AI, and automate complex processes, according to a new report by Information Services Group (ISG). The report, titled "2025 ISG Provider Lens™ ServiceNow Ecosystem Partners," reveals that ServiceNow adoption is growing rapidly, particularly in healthcare, financial services, manufacturing, and telecommunications. Core Developments and Insights Growing Adoption and Expansion ServiceNow is no longer confined to IT service desks; many Brazilian companies are now extending its use into finance, human resources, supply chain, and customer service. By integrating ServiceNow with other enterprise systems like ERP, CRM, and HR, businesses can centralize data, streamline workflows, and enhance agility. This holistic approach improves employee and customer experiences, boosts productivity, and fosters innovation. AI and Automation Integration The adoption of AI solutions is a significant trend within the ServiceNow ecosystem in Brazil. Companies are utilizing features like Now Assist, Generative AI Controller, and integrations with platforms such as Microsoft Copilot to automate various tasks. These technologies are being applied to areas like automated knowledge base creation, predictive maintenance, and natural language-based workflows. The combination of AI, robotic process automation, machine learning, and system integration, known as hyper-automation, is particularly prominent. For example, hyper-automation is being used to optimize logistics in agribusiness and streamline administrative processes in healthcare. Managed Services Evolution ServiceNow managed services in Brazil are evolving to focus more on outcomes rather than just traditional metrics such as uptime and ticket resolution times. Customized dashboards for key performance indicators (KPIs), proactive alerts, and advanced analytics are becoming standard tools. These enhancements enable companies to better track and measure the impact of their digital transformation efforts, ensuring a higher return on investment (ROI). Industry-Specific Solutions ServiceNow and its partners are developing tailored solutions to address the unique needs of different industries in Brazil. In healthcare, these solutions help manage administrative tasks and improve patient care through streamlined processes. In financial services, they are used to enhance risk management and customer service. Manufacturing benefits from predictive maintenance and supply chain optimization, while telecommunications companies leverage AI to improve network operations and service delivery. Training Programs and Specializations The report also highlights the growth of ServiceNow training programs in Brazil, equipping employees with the skills needed to effectively use and implement the platform. Additionally, new provider specializations have been introduced to meet the evolving demands of enterprises, ensuring that companies have access to specialized support and expertise. Key Players and Their Roles Several providers have emerged as leaders in the Brazilian ServiceNow ecosystem.Accenture, AOOP (an NTT DATA Company), Capgemini, Deloitte, EDX — Extreme Group, and Wipro are named as Leaders in all three quadrants: ServiceNow Consulting and Implementation Services, ServiceNow Managed Services, and Innovation on ServiceNow. Alparservice, IBM, and The Cloud People lead in two and one quadrants, respectively, further solidifying their positions in the market. Rising Stars Cask Brazil and Kyndryl are recognized as Rising Stars in one quadrant each, indicating their promising portfolios and high future potential. These companies are seen as up-and-comers in the ecosystem, capable of driving significant advancements in the coming years. Global Recognition HCLTech stands out globally, earning the ISG CX Star Performer award for 2024. This recognition is based on the highest customer satisfaction scores in ISG’s Voice of the Customer survey, reflecting the company's commitment to delivering exceptional service and support. Evaluation and Impact Industry insiders and experts agree that ServiceNow's role in digital transformation in Brazil is crucial. According to Bill Huber, a partner at ISG, ServiceNow is increasingly central to the strategic initiatives of many organizations, enabling them to address specific industry needs and drive meaningful change. Jan Erik Aase, another ISG partner, emphasizes that the growing provider ecosystem around ServiceNow helps Brazilian companies optimize operations and manage costs more effectively. About ServiceNow and ISG ServiceNow is a leading digital workflow company that helps the world work better, faster. Its platform integrates AI and automation to streamline business operations, making it an indispensable tool for modern enterprises. Founded in 2006, ISG is a global AI-focused technology research and advisory firm. Known for its proprietary data and in-depth market analysis, ISG provides critical guidance to over 900 clients, helping them maximize the value of their technology investments and achieve operational excellence. Conclusion The 2025 ISG Provider Lens™ report underscores the significant role of ServiceNow and its ecosystem in Brazil's digital transformation journey. By leveraging advanced AI and automation solutions, Brazilian companies are better positioned to compete in a rapidly evolving global market, while ensuring cost efficiency and operational agility. As the ecosystem continues to grow and develop, the potential for further innovation and optimization is substantial, making ServiceNow a key player in the future of Brazilian enterprise technology.