Shifting from Digital Transformation to AI-Ready, Resilient Operations Across Asia Pacific
Enterprises across the Asia Pacific region are significantly accelerating their adoption of ServiceNow as they respond to shifting geopolitical dynamics and the rapid rise of artificial intelligence. This trend is highlighted in a newly released research report by Information Services Group (ISG), a prominent AI-focused advisory and research organization. The findings underscore a broader transformation in enterprise priorities—from traditional digital transformation initiatives toward building AI readiness and operational resilience.
According to the 2026 ISG Provider Lens® report on ServiceNow ecosystem partners in Asia Pacific, organizations are increasingly leveraging the platform to optimize workflows, streamline compliance, and address escalating operational costs. This shift reflects a more mature phase of enterprise technology adoption, where the focus is not just on digitization, but on creating scalable, intelligent systems that can adapt to uncertainty and complexity.
Michael Gale, regional leader for ISG in Asia Pacific, notes that ServiceNow has evolved into a critical component of enterprise operational strategy. Its ability to orchestrate workflows across departments and systems allows organizations to maximize the value of their investments in standardized IT architectures and robust data foundations. These capabilities are particularly important as businesses prepare to deploy AI at scale, where consistency, data quality, and interoperability are essential.
In more mature markets such as Australia, New Zealand, and Japan, enterprises are using ServiceNow as part of broader modernization programs. These initiatives are focused on reducing technical debt, enhancing data sovereignty, and adapting to supply chain regionalization. Organizations in these markets are actively restructuring legacy workflows and consolidating disparate systems into unified platforms to meet stringent regulatory and compliance requirements.
Meanwhile, enterprises in emerging markets across Southeast Asia and India are taking a different approach. Rather than retrofitting legacy systems, many are adopting ServiceNow in greenfield environments, often within multicloud architectures. This enables faster deployment cycles, greater scalability, and more flexibility in integrating AI-driven capabilities. By bypassing traditional constraints, these organizations are positioning themselves to leapfrog older models of IT infrastructure.
Despite the growing enthusiasm around generative AI, adoption across the region remains measured and strategic. Enterprises are proceeding cautiously, prioritizing governance, cost management, and data readiness before activating advanced AI features. A key area of focus is the integrity of configuration management databases (CMDBs) and the standardization of data models within ServiceNow environments. These foundational elements are critical to ensuring that AI systems produce reliable, compliant, and high-quality outputs.
Another significant trend identified in the report is the consolidation of fragmented IT systems into unified ServiceNow instances. This approach simplifies operations, reduces total cost of ownership, and enhances visibility across business functions. By standardizing workflows, organizations can enforce stronger governance frameworks while improving efficiency and decision-making capabilities.
ServiceNow adoption is also expanding into industry-specific use cases, particularly in sectors such as retail and the public sector. In retail, organizations are leveraging the platform to manage complex service operations, optimize customer experiences, and ensure compliance with evolving regulations. In the public sector, ServiceNow is being used to modernize service delivery, improve transparency, and scale operations to meet increasing citizen demands.
Megha Dodke, lead author of the report, emphasizes that ServiceNow enables enterprises to unify automation, governance, and AI within a single platform. This integrated approach allows organizations to align their technology strategies with both regional requirements and industry-specific challenges. Service providers within the ServiceNow ecosystem play a crucial role in this process, helping enterprises design and implement solutions that deliver tangible business outcomes.
The report also highlights several emerging trends shaping the future of ServiceNow adoption in Asia Pacific. One notable area is the untapped potential of retail service management platforms, where many organizations have yet to fully leverage automation and AI capabilities. Another key development is the growing interest in frameworks designed to support agentic AI—autonomous systems capable of executing complex tasks with minimal human intervention.
In evaluating the competitive landscape, the ISG report assesses 36 service providers across three primary categories: consulting and implementation services, managed services, and innovation on the ServiceNow platform. Several global firms have emerged as leaders across all three categories, including Accenture, Capgemini, Cognizant, Deloitte, DXC Technology, Fujitsu, HCLTech, Infosys, NTT DATA, TCS, and Wipro. These organizations are recognized for their comprehensive capabilities in delivering end-to-end ServiceNow solutions.
Other firms, such as AC3, have been named leaders in two categories, while Coforge, Kyndryl, and Tech Mahindra have achieved leadership status in one category each. Additionally, Versent (Epicon) has been recognized as a Rising Star in two categories, indicating strong future potential, while Coforge has earned the same designation in one category.
Customized versions of the report are available through DXC Technology and Versent (Epicon), allowing organizations to gain tailored insights relevant to their specific needs and strategic objectives.
In the area of customer experience, HCLTech has been named the global ISG CX Star Performer for 2026 among ServiceNow ecosystem providers. This recognition is based on the highest customer satisfaction scores in ISG’s Voice of the Customer survey, part of the ISG Star of Excellence™ program. The award highlights HCLTech’s ability to deliver high-quality services and drive meaningful outcomes for clients leveraging the ServiceNow platform.
Overall, the report paints a clear picture of a region in transition. As enterprises across Asia Pacific move beyond basic digital transformation, they are embracing platforms like ServiceNow to build intelligent, resilient, and future-ready operations. By combining automation, data governance, and AI, these organizations are not only improving efficiency but also positioning themselves to thrive in an increasingly complex and competitive global landscape.
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