Infosys: A Leader in NelsonHall’s ServiceNow Services NEAT Assessment 2025

Infosys has been recognized as a Leader in NelsonHall’s ServiceNow Services NEAT assessment, reaffirming our position as a Global Elite ServiceNow partner. With a dedicated ServiceNow practice, end-to-end capabilities across consulting, implementation, and build, and innovative solutions like Infosys Enterprise Service Management Café (ESM Café), we help enterprises accelerate transformation and unlock business value. Our global delivery model, strong industry alignment, and investments in emerging technologies such as AI-driven automation and AR/VR ensure that clients stay ahead in a dynamic digital landscape.

Key Strengths Highlighted in the Report

• Offering: Infosys ESM Café is a key differentiator, accelerating ServiceNow implementations with a broad library of pre-built assets and proven value as standalone IP.
• ServiceNow Practice Structure: Dedicated practice with P&L responsibility and its own sales team ensures accountability, faster decisions, and strong sales-delivery alignment.
• Customer & Industry Offerings: Diversified client base and investments in Industry-aligned solutions enabling tailored workflow orchestration that meet unique business needs.
• Talent Management: Early Estimated Time Arrival (ETA) with ServiceNow, Diversity, Equity and Inclusion (DEI) programs, domain specialists, reskilling, and local hiring through innovation hubs address talent shortages effectively.

Infosys is committed to shaping the future of ServiceNow services through the following strategic directions:

• AI-first: Leveraging internal GenAI-based ServiceNow implementation, Infosys is driving GenAI adoption across workflows for large clients.
• Industry automation: Expanding non-IT workflows for sectors such as manufacturing, banking, and telecom through industry-aligned solutions that enable tailored workflow orchestration and address complex landscapes and compliance needs.
• Accelerated Delivery: Speeding engagements with pre-built assets, standardized frameworks, and automation tools from Infosys ESM Café.
• Infosys as a Test Bed: Piloting innovations internally such as large-scale GenAI HRSD implementation and legal services, before client rollout.

Analyst Quote

“Infosys is a Leader in the ServiceNow services market through a combination of mature IP, strong governance, AI integration, and disciplined execution. It has put in place a comprehensive talent strategy to address the skill shortage in the ecosystem, based on early collaboration with ServiceNow, targeted domain hiring, and localized reskilling. This enables Infosys to address a broad spectrum of use cases across workflows.”
— Gaurav Parab, Principal IT Services Analyst, NelsonHall