The News: ServiceNow and Cognizant announced on June 28 they are expanding their long-time alliance to help customers adopt AI-driven automation. Cognizant’s ServiceNow Business Group will help drive improvements in three key areas – managed services to improve effectiveness of IT; transform siloed customer, employee, and business experiences into a unified experience (leveraging the Cognizant Neuro suite of AI-powered platforms); and enable faster innovation and time to market.
Some examples where the partnership will focus are:
- Bringing hyper automation and generative AI to ERP systems
- Creating next generation service operations through AIOps and cloud observability
- Optimizing workflows for onboarding, credentialing, and contract and audit management
- Improving asset management for proactive maintenance and procurement
Read the full Press Release here.
ServiceNow, Cognizant Team to Push AI Innovation
Analyst Take: As Daniel Newman and I pointed out in a recent research note, in the chaotic Generative AI moment we are having, partnerships, collaborations, and investments are key to AI success. ServiceNow and Cognizant’s partnership fits squarely into that strategy. Here are the key takeaways:
Intriguing focus on breaking organizational silos
In the press release, the partners specifically mentioned the AI initiative would be aimed at helping break organizational silos – “Across sectors, firms strive to improve their competitiveness, optimize operations, and deliver better overall experiences, but face challenges around platform silos and intensive, manual workflows,” said Ravi Kumar S, Cognizant CEO. Increasingly, enterprises are realizing that AI’s ability to pool and connect data enterprise-wide can unlock enterprise value.
Partnership helps propel Cognizant’s new AI platform
On May 15, Cognizant announced the launch of its new Nero AI platform. According to the press release, Nero AI “includes a library of reusable generative AI models and agents, development tooling, and control components including API and access management, versioning, and auditing. The platform is designed to provide meaningful business benefits for clients, including: Discovering new business innovation vectors, Creating pathways to differentiated customer and employee experiences, The ability to reimagine and digitize business processes, Reliable governance, visibility, control and compliance, Faster access to a holistic library of curated solutions, and Improved time to market at enterprise scale.”
ServiceNow seems to be a perfect partner to bring the benefits of Nero AI to market.
Partnership is the latest component in ServiceNow’s comprehensive AI push
ServiceNow fits squarely into the profile we outlined for AI leaders – they are actively investing in AI-powered startups and seeking AI partnerships and collaborations that will advance their overall business objectives. On May 17, ServiceNow made two strategic announcements to this end:
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
Other insights from The Futurum Group:
ServiceNow Expands Its AI Capabilities with G2K Acquisition: Redefining Retail and Beyond
ServiceNow Revenue Up in Q1 2023 to $2.1B, Beating Estimates
Despite a Rise in AI in CX, People Still Prefer to Interact with Humans
Author Information
Mark comes to The Futurum Group from Omdia’s Artificial Intelligence practice, where his focus was on natural language and AI use cases.
Previously, Mark worked as a consultant and analyst providing custom and syndicated qualitative market analysis with an emphasis on mobile technology and identifying trends and opportunities for companies like Syniverse and ABI Research. He has been cited by international media outlets including CNBC, The Wall Street Journal, Bloomberg Businessweek, and CNET. Based in Tampa, Florida, Mark is a veteran market research analyst with 25 years of experience interpreting technology business and holds a Bachelor of Science from the University of Florida.
