Brazilian ecosystem partners of ServiceNow are taking advantage of a booming market to grow their businesses and expand their scope of services, according to a new report published by Information Services Group (ISG), a global technology research and advisory firm.
The 2021 ISG Provider Lens ServiceNow Ecosystem Partners report for Brazil finds local service providers have been branching out from ServiceNow’s core segment of IT service management (ITSM) to provide an agile workflow platform capable of managing requests and business cases for other enterprise functions. Large, multinational ServiceNow partners have been expanding their offerings more slowly than these local providers, missing opportunities to provide broader digital transformation services, the report says.
Brazilian providers are riding a global wave of growth for ServiceNow, which significantly increased its subscriptions last year despite the COVID-19 pandemic, ISG says. The U.S.-based company has been strengthening its partner ecosystem in Brazil, including making efforts to expand it beyond the Southeast region around São Paolo and Rio de Janeiro and to ensure specific solutions are available in areas such as security and compliance.
“ServiceNow partners in Brazil know a growth opportunity when they see it,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “They are helping Brazilian enterprises embrace digital transformation through a well-known platform and leading the way in expanding the local ServiceNow ecosystem.”
ServiceNow has gained market share through workflow flexibility and strong technology, taking advantage of the ease of use of cloud applications and an intuitive user interface, the report says. The platform has strong potential to gain traction in new industries including healthcare, telecommunications, finance and the legal arena.
In the current hot market for ServiceNow expertise, the supply of qualified and experienced resources has been volatile, according to the report. Local service providers have been retraining employees from other fields to work on ServiceNow offerings.