So, Xerox is working with a 3rd party company to replace existing Service systems? Knowing how incredibly difficult it was to move internal integrated systems onto off-the-shelf platforms, I can't imagine a wholesale transition to another platform without a multi-year project plan.
In looking up ServiceNow, I see Bill McDermott is the CEO as of October 2019. He was at Xerox for 17 years. After a detour to Gartner and Seibel he became CEO of SAP America and then CEO of the whole company. McDermott did great things for SAP, and hopefully will be able to lead Xerox through a successful systems transition. But, I am no longer with the company and am on the outside looking in. I wish for all you Service folks (both GIS and Direct, now all XBS?), sláinte.