New Delhi, March 24 -- Indian IT firm Coforge Limited has rolled out ServiceNow's AI-powered HR Service Delivery (HRSD) platform across its global operations, as the mid-tier IT services firm doubles down on internal digital transformation amid a broader push toward AI-led growth.
The implementation spans Coforge's workforce of over 35,000 employees and is aimed at standardising and automating HR processes through generative AI, self-service workflows, and data-driven insights. The move comes at a time when IT services firms are increasingly "eating their own dog food" by deploying partner platforms internally to sharpen operational efficiency and showcase capabilities to clients.
The GenAI-enabled HRSD platform integrates core HR functions such as onboarding, background verification, learning, and performance management into a unified system. Coforge has also deployed AI agents to enable predictive onboarding, personalised learning pathways, and automated goal-setting, while offering real-time analytics to HR leaders.
Ashish Kumar, SVP-Cloud Business at Coforge, said the deployment reflects a broader shift in how enterprises approach employee experience at scale. "ServiceNow is not just a platform we implement for customers, but one we use internally to run and scale our own enterprise," he said, adding that the model can be replicated for global clients navigating complexity across geographies.
The platform is expected to reduce manual interventions, improve turnaround times, and provide employees with a single interface for HR, IT, workplace, and legal support functions. It also gives leadership visibility into service metrics and workforce trends, enabling more proactive decision-making.
For ServiceNow, the deal underscores its growing traction in India's IT services ecosystem, where partners are increasingly adopting its AI-led workflow stack internally. Adrian Johnston, President APAC Sales at ServiceNow, said the Coforge deployment sets "a new benchmark" for AI-driven employee experience in fast-growing enterprises.
The HR transformation is part of Coforge's wider strategy to position itself as an AI-first, domain-led services player. In recent quarters, the company has stepped up investments across cloud, data, and automation while sharpening its vertical focus in banking, insurance, and travel.
Coforge has also been active on the partnerships and capability-building front. The company has expanded its alliance ecosystem with hyperscalers and enterprise software providers to accelerate AI-led transformation deals. It has been scaling its product engineering-led delivery model, a key differentiator it has been highlighting in client engagements. The firm has also seen steady deal momentum in its core BFS and travel verticals, even as macro uncertainty persists in parts of Europe and North America.
Industry analysts note that internal transformations like the ServiceNow rollout are increasingly becoming "proof points" in large deal pursuits, especially as clients demand demonstrable outcomes from AI investments. With 33 delivery centres across 25 countries, Coforge is using such deployments to build a scalable, standardised operating backbone-one that aligns with its ambition to sustain high growth while maintaining execution discipline.
Published by HT Digital Content Services with permission from TechCircle.