Enterprises across the globe are reinventing their work
environments to accommodate employee preferences, with digital
workplace vendors helping companies measure end-user experience,
according to a new report published today by Information Services
Group (ISG) (Nasdaq: III), a leading global technology research and
advisory firm.
The 2020 ISG Provider Lens™ Digital Workplace of the
Future Archetype Report also finds software-as-a-service providers
emerging as competition to dominant workplace technology vendor
Microsoft, particularly in the productivity space. But clients see
Microsoft’s continuous improvements and enhancements in its new
cloud solutions as well suited for the modern workplace
environment.
Even with Microsoft’s advantage, an enterprise workplace
revolution, driven by consumer technologies, is taking place, said
Jan Erik Aase, director and global leader, ISG Provider Lens
Research. “What was confined to end-user computing and a
one-size-fits-all approach is now heavily driven by the choices and
preferences of employees,” he said. “Most enterprises understand
the importance of workplace personalization and are either working
toward it or have it among their immediate goals.”
In many cases, enterprises are sticking with Microsoft because
it is easier to manage and enable a familiar solution than to try
out new products, the report says. In recent years, Microsoft has
made improvements to its mobile device management capabilities and
its on-premises PC management, and it has revolutionized the
virtual desktop space, the report notes.
In addition to personalization, enterprises are interested in
measuring employee experience, the report says. Because workplace
technology is directly tied to how employees work, there is a
growing interest in being able to measure the effectiveness of
technology enablement and how much it enhances user experience.
Enterprises use this measurement, often called employee
experience, to determine whether their systems and apps are
performing as users expect, the report says. There is a strong
focus on analytics to measure device health, application working
patterns and employee satisfaction with enterprise IT help and
support.
The ISG Provider Lens™ Digital Workplace of the Future
Archetype Report examines four different types of
clients, or archetypes, that are looking for digital workplace
services. The report evaluates the capabilities of 22 providers to
deliver services to the four archetypes:
Transformation-oriented archetype: These clients have a
complex workplace environment, and their enterprise IT function is
not fully integrated with business-led objectives. They are on a
journey of major workplace transformation, and they adopt
transformative initiatives to improve their IT service delivery and
achieve operational efficiency.
Cloud-enabled SaaS workspaces archetype: These clients
are accelerating the adoption of the omnipresent SaaS-based
workspace. They are focused on an anytime, anywhere, any device or
platform workplace environment. They have identified end-user
personas and are seeking to create a persona-focused workplace.
Cloud-enabled SaaS workspaces clients aim for productivity
improvements in addition to cost optimization.
Digital collaborative archetype: These clients have a
simplified and digitally dexterous workplace environment.
Enterprise IT is deeply integrated with their businesses. These
clients seek strong business benefits from a collaborative
workplace. End users expect a consumer-grade experience from
enterprise IT.
Next-gen smart workplace archetype: These organizations
are large, mature outsourcing clients that have a highly
distributed, complex workplace environment. They keep tabs on
emerging technologies and are continuously exploring ways to
leverage newer technologies for business and productivity gains.
Enterprise IT is strategically important for their businesses. They
look for digital workplace solutions that integrate with business
operations and enable the entire workforce, from the frontline
worker to the back-office knowledge worker.
Among the providers ISG evaluated, Atos, Capgemini and HCL were
named leaders across all four archetypes. Fujitsu, Infosys, TCS and
Wipro were named leaders in three archetypes, and Accenture,
Cognizant, Computacenter, IBM, Unisys and Zensar were named leaders
in two. Mphasis was named a leader in one archetype.
The ISG Provider Lens™ Digital Workplace of the Future
Archetype Report is available to ISG Insights™
subscribers or for immediate, one-time purchase on this
webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ 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
and Latin America, as well as in the U.S., Germany, 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.
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 more than 70 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.
# # #
Will Thoretz
Information Services Group, Inc.
+1 203 517 3119
Will.Thoretz@isg-one.com
Jim Baptiste
Matter Communications for ISG
+1 978 518 4527
jbaptiste@matternow.com
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