ISG Provider Lens™ report finds companies in
Germany using ESM providers to help them automate non-IT functions
and cut costs
Companies in Germany, contending with the realities of COVID-19,
are looking for enterprise service management providers to help
them improve customer experience through portals supported by an
integrated business processes, according to a new report published
today by Information Services Group (ISG) (Nasdaq: III), a leading
global technology research and advisory firm.
The 2021 ISG Provider Lens™ Enterprise Service Management
– Tools and Services Report for Germany finds the COVID-19 pandemic
has pushed companies in Germany to embrace customer portals that
allow for more efficient management of corporate processes. These
portals are increasing demand for ESM services and tools, and the
market for ESM is growing more dynamic, with increasing
mergers-and-acquisitions activity in the provider space.
German companies are also using ESM providers to support
internal, non-IT processes such as human resources and facility
management, the report says. Ready-made solutions are available for
a wide range of business processes in the enterprise resources
planning environment.
“ESM providers are helping companies in Germany integrate and
automate many non-IT business processes,” said Andrea Spiegelhoff,
ISG EMEA partner based in Germany. “The aim is to expand the scope
of IT cost controls through greater integration and automation of
non-technical functions.”
The report finds the German ESM market expanding in 2021 with
companies demanding a higher level of automation. While many
digitalization projects in Germany are in their early stages, ESM
providers are helping to advance those efforts by offering
automation tools through artificial intelligence, robotic process
automation and big data analytics.
The report finds those providers that can deliver complex
projects based on a variety of software solutions are regarded as
market leaders in the ESM consulting and transformation space. Top
providers tend to have a broad range of advisory services or
extensive practical experience. The focus in consulting and
transformation is often on human resources, facilities management,
risk management, finance, purchasing and customer care.
In the area of ESM implementation and integration consulting,
the report finds rapidly growing demand for support services fueled
by increasing complexity, new technologies and the need for
technical integration. Leading ESM software providers are
continuously expanding their functionalities and are enabling a
steady increase in the automation of company processes. Companies
are seeking providers that can help them integrate a range of
software solutions, which is becoming necessary to automate
processes across organizations.
The report also sees the ESM tools area as highly dynamic, with
providers offering new technologies such as artificial intelligence
and machine learning. In addition, the market is constantly
changing because of new partnerships, takeovers and mergers of
providers. Some providers are focused on delivering complete ESM
platforms with a wide range of basic functionality supported by app
stores. Others are focusing on expanding classic help desk
solutions to ESM systems through integration, partnerships or
intelligent workflow systems.
Finally, managed services providers are becoming popular with
many enterprises due to the complexity and dynamism of the ESM
market, the report says. Many companies lack the capacity and
knowledge to operate the solutions available on the market. They
see the high number of product upgrades as a hurdle, but managed
services providers can deliver the functionalities necessary for a
holistic management approach.
The 2021 ISG Provider Lens™ Enterprise Service Management
– Tools and Services Report for Germany evaluates the capabilities
of 32 providers across four quadrants: ESM Consulting and
Transformation Services, ESM Implementation and Integration
Services, ESM Tools Providers and ESM Managed Services
Providers.
The report names Capgemini, DXC Technology, Infosys, Materna and
T-Systems as a Leader in three quadrants and 4me, Accenture, BMC,
Matrix42, Micro Focus, ServiceNow, USU and Wipro as a Leader in
one.
In addition, Efecte, iTSM Group and Sopra Steria were named
Rising Stars—companies with “promising portfolios” and “high future
potential” by ISG’s definition—in one quadrant each.
Customized versions of the report are available from 4me, Efecte
and Materna.
The 2021 ISG Provider Lens™ Enterprise Service Management
– Tools and Services Report for Germany 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., Germany,
Switzerland, the U.K., France, 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.
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 700 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 1,300
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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version on businesswire.com: https://www.businesswire.com/news/home/20210409005081/en/
Press:
Philipp Jaensch, ISG +49 151 730 365 76
philipp.jaensch@isg-one.com
Matthias Longo, Palmer Hargreaves for ISG +49 152 341 464 63
mlongo@palmerhargreaves.com
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