Published
Genpact was named a leader by ISG in 2026 for its ability to operationalize agentic AI across ServiceNow-enabled enterprise workflows with governance, scale, and domain expertise.
As enterprises move beyond workflow automation, the focus is shifting to operationalizing AI across enterprise workflows – embedding intelligence into how work gets done – with the governance required to scale.
ISG named Genpact a leader in the ISG Provider Lens™ 2026 ServiceNow Ecosystem Partners report in the US, recognizing Genpact in:
ServiceNow Consulting and Implementation Services (Professional Services)
Innovation on ServiceNow
What differentiates Genpact in the ServiceNow ecosystem?
Genpact stands out through its vision of the autonomous enterprise, operationalized by embedding agentic AI into ServiceNow-enabled workflows and combining process intelligence, orchestration, and delivery ownership to support enterprise-scale transformation. This approach is reflected in three core areas:
From isolated automation to connected workflows: Coordinating processes across IT, operations, finance, supply chain, and customer functions using ServiceNow as a unifying platform
Agentic-first orchestration in execution: Embedding domain-aware AI agents within workflows to support decision-making, execution, and continuous improvement alongside human teams
Built to scale in complex environments: Combining governance, data foundations, and operational accountability to support controlled, enterprise-scale AI adoption
ServiceNow Consulting and Implementation Services (Leader)
ISG recognized Genpact's ability to connect process intelligence-led advisory with AI-enabled implementation, helping organizations translate strategy into operational outcomes on the ServiceNow platform.
Why clients choose Genpact:
Process-led design plus platform execution: Aligning ServiceNow implementations with how work flows across the enterprise
AI-powered productivity: Applying agentic AI and gen-AI services to support efficiency and broader automation adoption
Scaled delivery model: Leveraging factory-based delivery to support large, complex transformation programs
Governed implementation: Establishing strong controls, data foundations, and human oversight for production environments
Innovation on ServiceNow (Leader)
ISG also recognized Genpact's ability to engineer and operationalize agentic AI across complex, multi-workflow environments.
Why Genpact leads in innovation:
Agentic AI embedded in workflows: Supporting the progression from pilots toward more autonomous, workflow-driven operations
Productized innovation: Leveraging AI Tech Suite assets and A2A integration patterns to enable cross-platform orchestration
Outcome-oriented modernization: Aligning ServiceNow transformation to business objectives across IT, global business services (GBS), and industry processes
Governed, upgrade-resilient architecture: Using workflow data foundations, including configuration management database (CMDB) and Common Service Data Model (CSDM), and delivery practices designed for long-term scalability
Analyst perspective
“Genpact blends process intelligence consulting with agentic implementation, backed by its AI Gigafactory operating model and reusable accelerators for scaling AI from pilots to production,” said Tapati Bandopadhyay, Lead Analyst, ISG. “Genpact is enabling ServiceNow client enterprises with function‑specialized innovations across coordinated, multi‑agent workflows and end‑to‑end business processes, in a human‑in‑the‑loop, controllable and transparent manner.”