HfS Blueprint Report: ServiceNow Services 2018

Mar 23, 2018 Tom Reuner Ollie O’Donoghue


Since the first ServiceNow Services Blueprint dived into the ecosystem in 2016, the provider landscape has evolved considerably. The market has matured, and sizeable mergers and acquisitions have expanded and strengthened the practices of major providers. This report tracks these major changes, and charts how this has impacted the ecosystem. The report analyses and evaluates the largest providers operating in the space from the perspective and requirements of enterprise clients.



  • The provider ecosystem has witnessed a degree of consolidation as a significant talent shortage pushes to look for inorganic growth opportunities. Multiple large acquisitions and merger activities took place in the run-up, and during the research process for this Blueprint, as provider work to bring in the talent necessary to meet the considerable demand for ServiceNow Services.

  • The ongoing talent war is becoming more acute, impacting the buy-side and sell-side. For the former, it is often one of the initial factors for bringing in service providers to support activities, and for the latter, it is becoming one of the key competitive battlegrounds.

  • ServiceNow is leading a considerable shake-up of how it identifies, rates, and works with partners – shifting the value proposition further away from sales. Leading to both ServiceNow and service providers to evaluate and reframe partnerships.

  • ITSM continues to hold a strong position as the nucleus of most engagements, although the growth of Enterprise Service Management is introducing new business services to the value proposition of the platform. Innovation is continuing to move forward, now showing signs of pushing well beyond back-office business services.


Readers will be provided with a deep and broad view of the ServiceNow ecosystem, tracking major trends and changes that are shaping the industry, and will continue to do so for many years. From this backdrop, the research will plot out and track how service providers are reframing their value proposition and adapting their approach to make sense of the evolving marketplace. At the centre of this research is candid client insights that enable the research to paint a detailed and unbiased view of provider performance in the space – highlighting fast growing and high potential boutique firm’s alongside the major consultancies and global providers that operate in the space.



Executive leaders and business unit leaders, technology leaders, advisors and outsourcing managers in all industry sectors.



Accenture, DXC, KPMG, ATOS, Cognizant, EY, HCL, Infosys, Unisys, Wipro, Linium, Acorio, Trianz

HfS Blueprint Report: ServiceNow Services 2018

(66 Pages)

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