It used to be that you could think of ServiceNow services almost exclusively in the context of IT service management (ITSM) implementations, but the ServiceNow services market has decisively moved beyond those traditional confines. While ITSM, IT operations management, and IT asset management remain critical, the platform expansion into enterprise workflows mandates a closer strategic look of service provider selections. For tech executives and business leaders looking to enhance their ServiceNow capabilities, success hinges on the right partner selection that de-risks failure and brings value to the evolving ServiceNow ecosystem.

A Hybrid Landscape Of Maturity And Emergence

ServiceNow services is a dynamic market encompassing suppliers of different types, showing characteristics of both a mature core, with established players and standardized ITSM offerings, and an emerging edge, with new capabilities materializing around agentic AI operations and industry-specific workflows — broadening along with ServiceNow’s footprint. Already substantial in size, the market is growing in line with or even beyond ServiceNow’s own revenue growth rate of roughly 20% year on year. This is occurring alongside ServiceNow’s clear ambition to become the agentic platform of choice.

Suppliers include a variety of companies, which includes the Big Four tax audit firms, systems integrators, and ServiceNow specialty firms that coexist in this market. ServiceNow works primarily through channels, and our 38-provider landscape report represents the most significant assessment of its services partners. Services partners are extremely important to ServiceNow — a very high percentage of ServiceNow engagements are delivered by partners. Oddly enough, some of the very largest suppliers of ServiceNow services have only been in the market for 10 years or less (at least in a coordinated fashion). This correlates with the company’s emergence beyond its core ITSM automations to its more enterprisewide context.

Partner engagement with ServiceNow has strategically broadened. The primary focus is no longer about implementation but instead spans a full lifecycle of value realization. Partnerships with ServiceNow focus on four primary aspects: 1) consulting and implementation (business and data readiness); 2) managed services (service delivery optimization); 3) reselling and joint product development (manage, build and innovate); and 4) an accelerating shift toward transformational outcomes over mere technical implementations, driving the center of gravity toward partners that offer varied capabilities across IT and core enterprise functions.

Acquisitions Continue To Shape The Ecosystem

Capabilities have also expanded significantly via acquisition. For example, Thirdera, founded in 2021 as Evergreen Systems, was acquired by Cognizant in 2024. Infocenter, another ServiceNow pure play, was acquired by Insight Enterprises in 2024, while NTT DATA acquired Acorio in 2020. As the scope of the ServiceNow footprint expands, the market is shifting from an implementation focus to a transformational focus, but boutiques still have a great deal to offer in specific areas of innovation, such as Plat4Mation’s emphasis on pursuing ServiceNow’s AI agenda.

Expect Change To Continue

CEO Bill McDermott’s expansive ambitions for ServiceNow promise ongoing change in the company’s footprint as well as the services market that enables it. CRM and agentic AI are two strategic bets of enormous significance to the firm, which will now be reflected increasingly in ServiceNow’s partnering strategies. Watch this space, including our upcoming Forrester Wave™ evaluation on this market segment.

If you have any questions about the report — The ServiceNow Services Landscape, Q4 2025 — book an inquiry or guidance session with me.