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IT Service Integration and Management Market Becoming Highly Automated
Thursday, February 14, 2019

ISG Provider Lens(TM) report sees U.S. enterprises looking for outside SIAM/ITSM providers to help them manage their IT systems due to labor shortages and system complexity

STAMFORD, Conn., Feb. 14, 2019 /PRNewswire/ -- The service integration and management (SIAM) and IT service management (ITSM) market is undergoing a fundamental change from labor-intensive to highly automated services, according to a new report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The ISG Provider Lens(TM) SIAM/ITSM Report for the U.S. finds growing enterprise demand for SIAM/ITSM services from outside vendors because of labor shortages and a need for better understanding of new and complex technologies. Vendors are developing high-tech solutions by automating management tasks associated with a sustainable business IT environment, the report says.

SIAM is a holistic approach used in managing a dynamic, multivendor, multiservice IT ecosystem. It is an evolution of the well-known IT service management (ITSM) discipline.

The SIAM market is not large, but it is "one of the fundamental pillars of every digital transformation strategy," said Esteban Herrera, partner and global leader of ISG Research. "With IT operational budgets still tight, this market is clearly a very attractive area for vendors."

SIAM/ITSM vendors have a strategic role to play with clients, he added. "They are about to get a seat at the internal IT and business-decision table," Herrera said. "But achieving such a position requires a great deal of trust."

SIAM vendors can gain trust through long-term relationships or through rigid policies set by customers, but the second option means the provider typically will be excluded from other service delivery, the report says.

The ISG Provider Lens(TM) SIAM/ITSM Report for the U.S. evaluates the capabilities of 14 providers across four quadrants: Business Value and Service Management (BVSM); IT Service Design (ITSD); IT Service Operation (ITSO); and Service Information Management (SIM).

The report names Capgemini and HCL as leaders in all four quadrants, and BMC and ServiceNow as leaders in three. DXC Technology is named a leader in two quadrants, and Cognizant one.

The ISG Provider Lens(TM) SIAM/ITSM Report for the U.S. is available to ISG Insights(TM) subscribers or for immediate, one-time purchase on this webpage.

Custom versions of the report are available from 4me and Mindtree.

About ISG Provider Lens(TM) Research

The ISG Provider Lens(TM) Quadrant research series is the only 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 and Latin America, as well as in the U.S., Germany, the U.K., the Nordics, Brazil and Australia/New Zealand, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

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.

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; 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 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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SOURCE Information Services Group, Inc.



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