Infosys’ ties with ServiceNow offer confidence for firms in transformation

Global business services (GBS) and enterprise resource planning (ERP) modernization are core elements of most organizations’ digital transformation plans. ServiceNow, with its ecosystem of go-to-market and innovation partners, is one platform and technology provider at the center of those elements. That ecosystem includes system integrator (SI) partners, such as Infosys. A deep relationship—where providers invest in developing services across the ServiceNow value chain and provide relevant technical expertise, serving a range of domains and industry-specific requirements—offers confidence to enterprise leaders.

When executing large organizational transformations or managing a GBS operating model, organizations need a reliable partnership between their technology and services providers to have confidence in outcomes and support innovation.

Deep tech-service provider relationships can build trust in large, complex engagements

Large organizations often embrace GBS to simultaneously digitize end-to-end processes and workflows across their business functions and geographies. Platforms such as ServiceNow can be instrumental in such GBS models. SI firms bring those platforms to organizations and link them to relevant processes and data sources so that the technology on top of the platform, such as automation, analytics, and AI, can be its most effective. Infosys is one such SI firm, and its partnership with ServiceNow means it is involved in ServiceNow architecture review programs, giving it early access to new functionality. Also, Infosys is part of the ServiceNow product roadmap board.

Infosys has matured its enterprise service management (ESM) practice with solution support such as ESM Cafe and ServiceNow product and module capability. Its partnerships with ServiceNow and additional technology providers, such as process intelligence firm Celonis, allow it to deepen its engagement in large transformations. This depth of engagement puts Infosys in a better position to meet expectations when enterprises want their service provider partners to help envisage the enterprise outcome, as seen in its engagements at Daimler and Vanguard.

Infosys investments include acquisition, product development, and ServiceNow R&D

Infosys’ $5 million in investments in its ServiceNow practice over the last five years span acquisitions, product development, and localized resources. Infosys now offers 14 industry-specific ServiceNow solutions. It also has ServiceNow-specific R&D and solution teams.

Infosys’ acquisition of GuideVision (~$25 million) expanded its ServiceNow practice in Europe, adding 280 local resources and access to European clients. Through GuideVision, Infosys added a training academy and strengthened its consulting and “nearshore” capabilities in Europe. The acquisition also brought SnowMirror, a proprietary “smart data replication tool” for ServiceNow instances.

Infosys invests organically in talent and has built industry-focused solutions. It grew its ServiceNow expertise pool by 30% annually from 2017 to 2022. It targets obtaining at least 60% of staff from local hires to provide nearshore delivery and fulfill its localization commitment. Infosys provides training in its modern facility in Mysore (one of its largest corporate training facilities) and constantly provides cross-training from alternative technology solutions, such as BMC Software. It also offers “Super 30,” a four-week mentorship program for ServiceNow architects and SMEs.

The Bottom Line: Organizations must balance modernization and innovation with concrete outcomes when making big investments in technology.

Organizations initiating large transformational projects such as ERP modernization and involving GBS as part of their digital transformation journey—especially in the current macroeconomic situation—must balance innovation and assured outcomes. The services and technology partners aiming to deliver that balance need skilled talent, nearshore support, and specific industry and domain expertise, with solid engagement practices aligned with their ecosystem partners. That requires investment into the relationship, such as the case of Infosys and ServiceNow demonstrates. Look for clear case studies where marquee clients have realized the balance and, most importantly, delivered desired outcomes.