Advanced Digital Services

The Market Challenge

For years, cost management, network resilience, and security have been the overriding priorities in enterprise network investment. Variations on these themes have appeared as top three user priorities every year in Ovum’s research. That focus has changed as the driver for enterprise IT investment has switched from operational criteria to business outcomes. Now, next-gen services such as cloud computing, mobility, and the digitization of business processes are setting the pace for business productivity. But how do enterprise buyers decide priorities for technology investment?

How Ovum Helps You

Showing how enterprises can undertake to be agile, cloud-based, and increasingly automated as part of their digital business transformation.

Identifying new developments in enterprise digital services, and show where enterprises can get support for applications modernization and migration to cloud.

Growing digital connectedness makes multinational enterprises an appealing target for cybercriminals. We look at where enterprises can get help in managed security services like threat intelligence.

Transforming customer experience and place the customer at the heart of decisions about business process and new product/service development.

“More than 40% of large businesses have outsourced applications modernization in 2017/18 for core workloads, overtaking data center and end-user compute”

Key Deliverables

Ovum Decision Matrix – helping enterprises selecting a service provider partner for managed security.

IT services contracts analytics – weekly updated tool covering contracts signed by major service providers.

Enterprise CIO surveys – covering services priorities for large enterprises and MNCs, in multiple geographies and industries.

Forecasts for digital and cloud services – enterprise IT services and cloud services forecasts split by company size, country, and industry vertical; telco-managed ICT services forecasts by service type, to geographic region and industry vertical.

Service provider strategy updates – analysis of new digital services and business services models from top providers, with a particular focus on strategies in applications services and managing customer experience for multinationals.

Themes for 2018

Application services modernization
Business applications modernization and agile process transformation go hand in hand when it comes to building the adaptive enterprise. We examine how global systems integrators and other service providers are changing the way they deliver and maintain offers in managed business applications, especially Oracle, SAP and Salesforce. At the same time, we evaluate the features of these applications vendors’ own platform-based offers and assess whether they are competitive with service providers and SIs, or will require new forms of partnership.

 

Application of automation technologies
We examine how service providers are putting automation technologies to use where it matters. Their tools may be RDA, RPA, AI and cognitive techniques, chatbots and intelligent assistants, but what they use is less important than the proof points and use cases for improved services. We track and evaluate service providers’ automation capabilities and their ability to serve customers with industry-specific requirements.

 

Successful service management
Service provider success depends on placing the customer at the heart of decisions about business process and new product/service development. In this stream we examine how service providers are building out infrastructure and services to support the business customer throughout their digital transformation.

 

Securing the hybrid organization
Cyber-attacks have sent many enterprises into disaster recovery mode, and are a particular concern in C-suites. In this stream we describe service provider efforts to combat malware and data theft by deploying advanced cybersecurity analytics and threat intelligence as part of a managed security services portfolio that includes security operations centers (SOCs) for central monitoring and customer relationship management to support response teams, process compliance management, and conduct real-time risk analysis across the business.

 

Analyzing global services contracts
We track the evolution of ICT managed services as these expand to include applications services and performance management, and cloud-based service delivery. Ovum maintains an IT services contracts database (ITSCA) as well as uniquely monitoring global services deals from telcos. Together, these provide the most comprehensive picture of the changing shape of the deal in enterprise managed services, in region and globally.

What’s New

Cloud innovation services out of Asia-Pac – extending our case studies to examine the overall market impact of new cloud services

SI strategies in IoT integration services – most SIs are betting big on IoT as they recalibrate their strategies. How will partner ecosystems change and what can a vendor do to adapt?

Digital platforms – tracking the emergence of digital platform-based service models

The convergence of provider types – changing partnership and competitive models between telcos, systems integrators, and webscale players

 

A managed service provider, with an end-to-end capability in networking, IT, applications software management, and service desk, is the user favorite to deliver agile IT services, as this chart from a 2017 European regional survey (100+ large enterprises in Germany, Austria, Switzerland) shows.

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