Enterprise service management breaks down business silos

ESM That Covers IT, Business, and Enterprise Functions Prepares Enterprises for an All-Cloud Future, Says ISG Provider Lens™ Report

According to a new research report released today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2022 ISG Provider Lens™ Enterprise Service Management – ​​Services & Solutions report for the United States reveals that companies are adopting long-term strategies to manage all operations using similar processes and eliminate redundant ESM solutions for separate silos. ESM software vendors are embracing this trend by assembling broad, pan-enterprise solutions in a “platform of platforms” approach.

“New business models and definitions of work have blurred the lines between IT and business,” said Bill Huber, ISG Partner, Digital Platforms and Solutions. “To be sustainable and business-focused, companies need a standardized and resilient enterprise service mesh.”

Over time, much of enterprise computing will disappear into the cloud, ISG predicts. Traditional IT departments that currently manage systems, access and assets will continue to play a primary role as strategic partners enabling business functions at all levels. Other enterprise utilities will also migrate to the cloud, as functions such as accounts payable and labor administration become modular, ubiquitous capabilities within a comprehensive platform.

Companies want managed services to reflect this consolidation of portfolios, solving multiple problems with a single solution, says Jan Erik Aase, partner and global leader, ISG Provider Lens Research.

“The new approach to managed services converges IT and business operations to include maintenance and customization of software products and applications across IT, business and enterprise portfolios,” says Aase. “The new focus is on pre-built solutions and support.”

Companies need comprehensive ESM consulting services to navigate these changes, he says.

“Companies are looking for a consolidated advisory capability for all of their business portfolios,” says Aase. “We are seeing a growing demand for a calibrated fusion of strategy, technology, business and industry consulting.”

The report also identifies four other capabilities that enterprises seek from ESM consulting service providers: industry-leading frameworks, methodologies, and reference architectures; resiliency and continuity services beyond IT, extending into enterprise and enterprise domains; industry and domain consulting; and process modernization. ISG offers additional insights and insights into these demand areas in the other three quadrants of the report.

For more insight into how ESM is being transformed by new technologies and business models, read this ISG blog post, “Demystifying Enterprise Service Management – ​​Beyond IT.”

The 2022 ISG Provider Lens™ Enterprise Service Management – ​​Services & Solutions report for the United States assesses the capabilities of 42 providers in four quadrants: ESM consulting services, ESM managed services for converged IT and business operations, provisioning services ESM implementation and integration and ESM software vendors.

The report names Accenture, Capgemini, Cognizant, Infosys, TCS and Wipro as leaders in three quadrants each and Tech Mahindra as a leader in two quadrants. It names Atlassian, BMC, Deloitte, DXC Technology, HCL, Ivanti, KPMG, LTI, Micro Focus and ServiceNow as leaders in one quadrant each.

Additionally, LTI, Mindtree, Symphony SummitAI and Tech Mahindra are named as Rising Stars – companies with a “promising portfolio” and “high future potential” as defined by ISG – in one quadrant each.

ISG Provider Lens begins a new year of research with this report and introduces a new format for its 2022 studies, says Aase.

“The core of our reports is the same, including an executive summary, insights, quadrants and executive profiles,” Aase said. “But we put even more emphasis on the day-to-day problems of the company buying these services. Trends, challenges, best practices and characteristics of business buyers are better highlighted in our new format, along with more direct quotes and observations from lead authors.

Custom versions of the report are available from Wipro and Symphony SummitAI.

The 2022 ISG Provider Lens™ Enterprise Service Management – ​​Services & Solutions report for the United States is available for subscribers or for one-time purchase on this webpage.

All ISG Provider Lens™ assessments now include Customer Experience (CX) data that measures the actual business experience with specific provider services and solutions. Business customers wishing to share their experience with a specific vendor or supplier are encouraged to register here to receive a personalized survey URL. Participants will receive a copy of this report in exchange for their comments.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is the only service provider assessment of its kind to combine data-driven empirical research and market analysis with the real-world experience and insights of the global advisory team. from ISG. Companies will find a wealth of detailed data and market analysis to help them select appropriate sourcing partners, while ISG advisors will use the reports to validate their own market knowledge and make recommendations to client companies. from ISG. The search currently covers providers offering their services worldwide, across Europe, as well as in the US, Canada, Brazil, UK, France, Benelux, Germany, Switzerland , Nordics, Australia and Singapore/Malaysia, with additional markets to be added. in the future. For more information on the ISG Provider Lens research, please visit this webpage.

A complementary research series, the ISG Provider Lens Archetype Reports, offers a one-of-a-kind assessment of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a global leader in technology research and consulting. A trusted business partner to more than 800 customers, including more than 75 of the world’s 100 largest enterprises, ISG is committed to helping enterprises, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The company specializes in digital transformation services, including automation, cloud, and data analytics; procurement advice; governance and risk management managed services; network operator services; design of strategy and operations; change management; business intelligence and technology research and analysis. Founded in 2006 and headquartered in Stamford, Connecticut, ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries – a global team known for its innovative thinking, market influence, deep expertise in industry and technology and its world-class expertise. research and analysis capabilities based on the most comprehensive market data in the industry. For more information, visit www.isg-one.com.