PAC RADAR Highlights the Pan-industry Evolution of the ServiceNow European Partner Landscape

London, February 12th, 2025 – Market research and strategic consulting firm PAC presents its PAC INNOVATION RADAR, “ServiceNow-related Services in Europe 2025”, designed to help ServiceNow clients and regional prospects identify the right services partner for their business. PAC has evaluated ServiceNow’s leading IT services partners across five of Europe’s most important industry sectors.

The report covers various consulting and systems integrator companies, from global IT services powerhouses to business consultancies and prominent regional firms. The assessment evaluates their overall ServiceNow delivery capabilities and separate assessments for their industry domain capabilities within the following industries: retail, manufacturing, financial services, telco, and public sector.

A range of economic, political, and industry-focused challenges have continued to affect European organizations in recent years, leading to a rapidly growing demand within the region’s ServiceNow ecosystem for industry-specific engagements. This, in part, has been spurred on by growth in CxO awareness of how machine learning (ML) and deep learning (DL) AI have the potential to alter how an organization within an industry operates fundamentally and, in turn, drive new forms of operational efficiency to reduce costs and scale operations.

“Despite ServiceNow having a strong range of partners operating across Europe, there are significant variances and maturity levels within industries and countries, and our analysis cuts through this complexity, examining partners’ capabilities for addressing unique industry demands for co-innovation, brand enhancement, customer relationships, and optimized workflows”, said Spencer Izard, Principal Analyst at PAC and Lead Analyst of this PAC INNOVATION RADAR.

PAC’s study provides an in-depth competitive assessment of major European ServiceNow service providers and systems integrators. Leveraging extensive research, PAC has evaluated a range of the most prominent partners’ abilities to deliver comprehensive ServiceNow solutions tailored to the specific operational requirements of key sectors like retail, financial services, manufacturing, telco, and public sector.

“With technology stacks and industry operating models continuously evolving, European enterprises require strategic guidance for maximising their ServiceNow investments and gaining competitive advantages, and this report equips buyers with a focused lens for identifying partners with the right mix of technical skills, vertical expertise and vision to drive innovation”, said Spencer Izard.

Key partner differentiators analyzed include business transformation consulting, AI/analytics integration, geographic coverage, vertical offerings, and strategic innovation roadmaps. The research empowers organizations to shortlist and vet providers who align with their unique priorities before proceeding.

“As Europe’s cultural diversity drives varying digital maturity curves, a one-size-fits-all approach falls short of unleashing ServiceNow’s full potential,” added Izard. “Our vertically driven analysis enables companies to find the right ecosystem partner for co-creating exceptional digital experiences tailored to their industry.”

Industry-led Business Outcomes

Delivering ServiceNow-related services across the complex dynamics of European industries and countries continues to be a growth opportunity for service providers focusing on business outcomes as their core tenant of engagement. PAC expects to see this market grow rapidly in both opportunity and competitiveness over the coming years, especially as it becomes essential to integrate eco-systems like ServiceNow and Adobe, for example, to provide front-to-back-office customer engagement and service integrations.

Graph: PAC INNOVATION RADAR “ServiceNow Services in Europe 2025 – Overall”

To highlight some examples of service providers that encapsulate these market dynamics, KPMG, despite the burgeoning nature of this market, has demonstrated its industry-specific ServiceNow services leadership in the European financial services (FS) sector. Tailored for banks and financial institutions, its solutions streamline banking operations, automate compliance workflows and manage risk in line with DORA, MiFID II, GDPR and Basel III.

KPMG harnesses advanced data analytics to drive personalized customer and employee experiences that boost operational resilience. With deep industry expertise and a commitment to innovation, PAC recognized that KPMG empowers financial institutions to innovate responsibly and ethically with AI to confidently navigate a rapidly evolving FS digital landscape, ensuring long-term sustainable growth, operational resiliency, regulatory compliance, and enhanced agility across all types of operations. 

This study reaffirmed the key role of Sopra Steria in the market, given its long-standing European heritage and reinforced its reputation as a leading digital transformation partner for the public sector, offering tailored ServiceNow solutions that address the specific needs of government agencies. Its advanced automated compliance and secure data management capabilities ensure adherence to EU regulations, including GDPR and the NIS Directive.

In contrast, the company demonstrated that its streamlined citizen service and case management tools enhance service delivery. It was evident to PAC that by optimizing workforce planning and resource allocation, Sopra Steria empowers public bodies to deliver efficient, secure, and citizen-centered services, leading the evolution of public sector digital transformation across Europe. 

To PAC, the Thirdera acquisition by Cognizant has renewed and refreshed the firm’s ServiceNow services practice across Europe. As the ServiceNow services eco-system pivots towards industry-specific workflow requirements, the company stood out for its ability to deliver bespoke solutions that streamline complex business workflows and enhance operational agility.

Leveraging advanced automation, real-time analytics and cloud integration, Cognizant demonstrated how it empowers organisations to optimise service management and drive efficiency. Its expertise in aligning innovative ServiceNow capabilities with local regulatory demands and market dynamics ensures tailored digital strategies that support sustainable growth.  

Eviden’s ServiceNow practice has continued to demonstrate a strong capability to transform digital operations across Europe with innovative, tailor-made solutions that streamline industry-specific and IT service management to enhance overall business agility. By integrating advanced automation and analytics with deep local market insights, Eviden demonstrated to PAC that it converts complex operational challenges into efficient, scalable processes.

Its expertise in aligning ServiceNow deployments with European regulatory frameworks ensures seamless implementation and enduring value. As organizations are evolving to seek industry-specific workflow solutions, Eviden’s commitment to continuous innovation and cross-border collaboration establishes it as a trusted partner for comprehensive digital transformation across the continent with enduring impact. 

Visit pac-radar.com for more information about our PAC INNOVATION RADAR series on “ServiceNow-related Services in Europe 2025”.

About the PAC RADAR series 

The PAC INNOVATION RADAR is an effective tool for holistic evaluation and visual positioning of software vendors and IT service providers in local markets. Using predefined criteria, PAC evaluates and compares providers’ strategies, development, market position, and performance and competencies within specific market segments.

About PAC

We are a content-driven company with deep consulting expertise. Since 1976, we have delivered clear, actionable solutions that tackle the growth challenges of software and IT services vendors worldwide. Our clients trust us to define winning strategies, expand market share, refine go-to-market plans, and build influential thought leadership.

We are proud to be an analyst-led consultancy spread across multiple locations across Europe. We cover market research for over 35 countries worldwide, delivered through our portfolio pillars of Guidance, Visibility, and Insights through our renowned SITSI® research platform.

For more information, please visit pacanalyst.com