SYDNEY -- A new ISG report shows that businesses across Asia Pacific are using the ServiceNow platform more widely as they face changing global conditions and the rapid growth of artificial intelligence (AI).

The study finds that companies are moving beyond basic digital transformation. They now focus on preparing for AI and making their operations more resilient. ServiceNow is helping them streamline workflows, cut costs, and meet complex regulations.

“ServiceNow is becoming a key part of how many companies in Asia Pacific run their operations,” said Michael Gale, ISG’s regional leader. “Its workflow tools and partner ecosystem help organizations build stronger data systems and scale up AI-powered automation.”

In countries like Australia, New Zealand, and Japan, companies are modernizing their systems to reduce technical debt and strengthen data control as supply chains shift locally. In Southeast Asia and India, many firms are skipping outdated systems and adopting ServiceNow directly in cloud environments, deploying AI faster and more flexibly.

Although interest in generative AI is high, most companies are cautious. They want to ensure their data is reliable and well-structured before switching on AI features. This careful approach helps reduce risks and align with governance rules.

Enterprises are also consolidating fragmented systems into one ServiceNow platform, lowering costs and improving visibility across their business. Adoption is spreading into industries such as retail and government, where ServiceNow is used to manage operations, enforce compliance, and deliver services more effectively.

The ISG report evaluates 36 providers in the ServiceNow ecosystem. Major firms like Accenture, Capgemini, Deloitte, Fujitsu, Infosys, NTT DATA, TCS, and Wipro were named leaders. Some companies were recognized as “Rising Stars” for their strong potential.

HCLTech was highlighted for outstanding customer experience, earning the highest satisfaction scores in ISG’s global survey.