Enterprises Catering to End Users, But Demanding More Productivity, Collaboration in Return, Says ISG Research

The latest ISG Provider Lens™ Quadrant report, focusing on Digital Workplace Services, notes end-user preferences, shaped by the "consumerization of IT," increasingly play a decisive role in workplace transformation initiatives. With growing support for BYOD and a greater focus on improving user experience, enterprises are reexamining how they can empower employees via technology to increase produc­tivity and improve collaboration. Many organizations believe they can achieve positive ROI from such enablement, the report notes.

"Enterprises increasingly are looking for advisory and consultative approaches to adopt new and emerging technologies in their workplace environments," said Esteban Herrera, partner and global head of ISG Research. "Workplace transformation is becoming a top priority for senior management, as newer, digitally enabled workplace services move beyond the domain of the CIO and IT organization and become more closely aligned with the business and with specific industries."

Mobility in all its forms – from smart phones and tablets to Internet of Things (IoT) devices and industry-specific field equipment, such as point-of-sale systems in retail and patient-record systems in healthcare – increasingly is penetrating business functions, and as a result, third-party provision of workplace services is becoming more industry-focused, the report noted.

Other key findings of the ISG Provider Lens™ Digital Workplace Services Quadrant Report include:

• Service desk consolidation is on the rise, especially as lower-level tasks are automated. Demand for higher-level onsite support is increasing, and service providers are responding with solutions like tech cafés.
• Automation is reducing and may lead to the elimination of low-level incident requests through auto-healing and self-help functionality, while supporting the desire of millennials to solve their own IT problems. Intelligent agents, or chatbots, also are helping reduce cost and improve service desk efficiency.
• Bring Your Own Device (BYOD) is expanding to BYOx, in which "x" means asset or service, as technologies like application refactoring or containerization provide ways to securely access applications over any platform or device.
• Enterprises are embracing cloud-based content management and social sharing platforms to improve collaboration, offering comprehensive solutions that contain all productivity elements, including productivity apps, social com­munities, enterprise applications and enterprise IT. "Kill the email" is the philosophy behind increasing team-based collaboration.

Beyond offering these insights, the ISG Provider Lens™ Digital Workplace Services Quadrant Report evaluates 34 workplace technology and services providers serving the U.S. market across seven quadrants: Digital Workplace Consulting; Managed Digital Workplace Services (Midmarket and Large Market); Managed Mobile (Midmarket and Large Market), Enterprise Social Collaboration and Workplace-as-a-Service (WaaS).

Of the 34 providers profiled, IBM, TCS and Wipro were named leaders in five of the seven quadrants, the most of any of the providers.

The ISG Provider Lens™ Quadrant report series draws insights on service provider capabilities from focused surveys, briefings, interviews with providers, input from ISG advisors, ISG benchmarking data, and data drawn from the ISG Contracts Knowledgebase™ and ISG Engagement Database™.  The series is a complement to the ISG Provider Lens™ Archetype reports, which offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

The ISG Provider Lens™ Digital Workplace Services Quadrant Report was authored by Mrinal Rai, senior analyst with ISG Research. An executive summary of the report is available on this webpage. The chapter on Digital Workplace Consulting, the first of seven quadrants detailed in the full report, is available here. For a complete version of the report or any of the individual quadrant chapters, all of which are available to ISG Insights™ subscribers, please contact ISG.

Customized versions of this report also are available from Hexaware, NTT DATA and Wipro.

About ISG

ISG (Information Services Group) (NASDAQ: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including 75 of the top 100 enterprises in the world, 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; technology 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 1,300 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.

SOURCE Information Services Group, Inc.

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