Vendor Analysis
published on May 28, 2025
Report Overview:
This NelsonHall vendor assessment analyzes Infosys' offerings and capabilities in ServiceNow services
Who is this Report for:
NelsonHall’s ServiceNow services profile on Infosys is a comprehensive assessment of Infosys’ ServiceNow offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of ServiceNow services and identifying vendor suitability for RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the ServiceNow services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Infosys’ ServiceNow offerings, capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, challenges, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization, including the location of delivery centers.
Key Findings & Highlights:
The Infosys ESM Café is a set of pre-built applications and templates developed on ServiceNow to speed up implementations and reduce customization. It includes around 70 reusable components across IT and business functions.
Infosys positions the ESM Café in the middle of all its engagements, whether software plus services or services-only. The ESM Café includes ready-made workflows, configuration templates, reusable code, and a library of applications for different business functions. Infosys ESM Café also includes dashboards for tracking system health and service performance, and mobile apps for accessing the platform from phones and tablets.
The ESM Café is divided into three parts:
- App Store: with 65+ ready-to-use apps primarily addressing IT use cases like ITSM, ITAM
- Industry Solutions: pre-built workflows, and dashboards for specific domains
- Experience Layer: tools for user experience, GenAI, and service governance.