Consulting, implementation and managed
services are empowering companies to build capabilities beyond IT
support, ISG Provider Lens™ report says
Enterprise service management (ESM) emerged as a major focus in
2022 as organizations sought outside support to help them adapt
their processes under changing business conditions, according to a
new research report published today by Information Services Group
(ISG) (Nasdaq: III), a leading global technology research and
advisory firm.
The 2023 ISG Provider Lens™ Enterprise Service Management —
Services report for the U.S. finds ESM has evolved out of IT
service management (ITSM) as organizations look to gain control
over more enterprise functions using existing ITSM solutions. This
trend is increasing demand for ESM consulting, implementation and
managed services in the U.S.
“ESM helps companies understand their customers and employees by
combining data and aligning processes across the organization,”
said Andy Miears, director, adaptive organization, with ISG.
“Enterprises are turning to service providers to get the most from
their ESM initiatives.”
The rising importance of customer experience to stand out from
competitors and drive business success is a major trend that is set
to continue, especially in the U.S., ISG says. Other non-IT
services are also being transformed as new technologies are
introduced. This has forced enterprises to look beyond traditional
IT management processes, such as ticketing and asset management, to
deliver better and more personalized support in all areas to both
customers and employees.
Providers of implementation services continue developing better
methods for identifying the best ESM solutions for each client, the
report says. Using solution mapping, they systematically identify a
company’s business requirements as part of planning for an ESM
deployment.
Many enterprises are strengthening their ESM capabilities with
managed services that enable seamless operations and continuing
technology advancements, the report says. They are also
increasingly taking advantage of low-code/no-code development tools
that let employees create custom applications without relying on IT
departments.
AI and chatbots play a growing role in ESM, automating mundane
tasks and generating insights and recommendations that help
companies anticipate user needs, ISG says. The use of self-service
support is rising with the increasing sophistication of
conversational AI tools.
“Automation is now the norm in enterprise services,” said Jan
Erik Aase, partner and global leader, ISG Provider Lens Research.
“Reusable components are making it easier for providers to
integrate automation for common use cases.”
For more insights into ESM challenges faced by U.S. enterprises,
including the lack of providers supporting a complete portfolio of
enterprise services, and advice on how to clear those hurdles, see
the ISG Provider Lens™ Focal Points briefing here.
The 2023 ISG Provider Lens™ Enterprise Service Management —
Services report for the U.S. evaluates the capabilities of 26
providers across three quadrants: ESM Consulting Services, ESM
Managed Services for Converged IT & Business Ops, and ESM
Implementation and Integration Services.
The report names Accenture, Capgemini, Cognizant, Infosys,
LTIMindtree, TCS, Tech Mahindra and Wipro as Leaders in all three
quadrants. It names DXC Technology as a Leader in two quadrants and
Deloitte and HCLTech as Leaders in one quadrant each.
In addition, Birlasoft, Cask and Movate are named as Rising
Stars — companies with a “promising portfolio” and “high future
potential” by ISG’s definition — in one quadrant each.
The 2023 ISG Provider Lens™ Enterprise Service Management —
Services report for the U.S. is available to subscribers or for
one-time purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, with additional markets to be
added in the future. For more information about ISG Provider Lens
research, please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,600
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230328005644/en/
Press: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com Julianna Sheridan, Matter Communications
for ISG +1 978-518-4520 isg@matternow.com
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