1、BROCHURE|JULY 2023|U.S.AND EUROPEA research report comparing provider strengths,challenges and competitive differentiatorsIntelligent Automation Services and Solutions 2JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.Table of ContentsLIN

2、K ALL PAGES TO THE BEGINNING OF THEIR SECTIONSIntroduction 3About the StudyQuadrants Research 5Definition 6Quadrants by Regions 10Schedule 11Client Feedback Nominations 12Contacts for this Study 13 Advisor InvolvementAdvisor Involvement ProgramDescription 14Advisory Team 14Invited Companies 15About

3、our Company&Research 16 Table of Contents3JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.IntroductionThe Intelligent Automation Services and Solutions study focuses on the capabilities of automation service providers and global system i

4、ntegrators(GSIs)to offer consulting,implementation and support services across enterprise portfolios.The evaluation covers the GSIs and service providers ability to harness automation for transforming business services,corporate functions and the IT landscape,with proprietary solutions and accelerat

5、ors and using a lifecycle management approach.Intelligent automation(IA)services are advancing into a critical maturity phase to design solutions for complex business processes and industry focus areas.IA is expanding across boundaries and silos of IT,business and functional regions to drive service

6、 providers to build proprietary platforms.These services are evolving rapidly,accommodating internal and external components and elevating the quality and capability of existing solutions.QUADRANTSAREAS COVEREDNext-Gen AutomationArtificial Intelligence for IT Operations (AIOps)Intelligent Enterprise

7、 AutomationResolving Customer&Industry Challenges(Present&Future)Change Mgmt.and Design ThinkingSkill Development and RoadmapBot Sustainability and Future Value DeliveryIntegrated Proprietary SolutionsInfrastructureApplicationCloudIntegrated Proprietary SolutionsCorporate(Organizational Ops)Business

8、(Biz Ops)EXECUTION&VALUEGenerative AI (Strategy capability Partnerships Roadmap)Intelligent Automation Services and Solutions Blueprint4JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.IntroductionThe IA services market is becoming more c

9、ompetitive and consolidated as leading players expand their capabilities across the IA stack and offer end-to-end solutions for enterprise-wide automation.The market proliferates as service providers leverage their domain expertise,technology partnerships and delivery models to provide value-added s

10、ervices for IA implementation,integration,management andoptimization.Generative AI has emerged as a significant trend,leading many service providers and GSIs to invest heavily in developing and facilitating the integration of generative AI capabilities for enterprise clients.These advancements hold

11、tremendous potential for enhancing business productivity and uncovering untapped value within organizations.Currently,service providers and GSIs are aggressively partnering with hyperscalers and specialized generative AI ISVs to train large language models(LLMs)for enterprise use.avv5JULY 2023INTELL

12、IGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.Quadrants ResearchIntelligent Enterprise AutomationArtificial Intelligence for IT Operations(AIOps)Next-Gen AutomationSimplified Illustration Source:ISG 2023Focus on the service providers ability to autom

13、ate and transform the IT landscape,business services and corporate functions.The ISG Provider Lens Intelligent Automation Services and Solutions study offers the following to business and ITdecision-makers:Transparency on the strengths and weaknesses of relevant providers.A differentiated positionin

14、g of providers by segments on their competitive strengths and portfolio attractiveness.Focus on different markets,including the U.S.and Europe.For providers,our study serves as an important decision-making basis for positioning,key relationships and go-to-market considerations.ISG advisors and enter

15、prise clients also use information from these reports to evaluate their current vendor relationships and potentialengagements.6JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.DefinitionThis quadrant analyzes providers for services offere

16、d across business process outsourcing and corporate functions using automation and proprietary AI platforms,solutions and frameworks,along with associated services that enable enterprises to augment their respective workforces capabilities.These solutions and platforms can be implemented in any area

17、 of an enterprise,thus expanding the scope of automation from business services to internal corporate functions that involve repetitive and manual processes but are primarily used in finance and accounting(F&A),HR,procurement and supply chain functions.The solutions supplement automation with advanc

18、ed analytics and AI technologies,such as computer vision,ML or deep learning and NLP to digitally transform an enterprises business operations at scale.They aim to eliminate inefficiencies and facilitate reduced costs,increased productivity,improved data accuracy and enhanced employee and customer e

19、xperiences.As generative AI capabilities in the form of text,image and code generation can enhance operational efficiency and business outcomes,service providers and GSIs are avidly exploring opportunities to improve their core competencies in intelligent enterpriseautomation.Intelligent Enterprise

20、Automation7JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.Intelligent Enterprise AutomationEligibility Criteria 1.Proprietary automation AIplatform:Must offer a proprietary automation AI platform and solutions,along with packages specif

21、ic to industries and functions,as well as perpetualsupport2.End-to-end business and corporate function transformation:Capability to design,develop and deploy solutions using next-gen technologies such as automation,AI and advanced analytics3.Integration with enterprise data and applications:Must sup

22、port integration with different enterprise applications such as CRM and ERP systems for access to customer data,finance and existing IT infrastructure4.Customization and personalization of solutions:Capable of offering out-of-the-box APIs,multi-tenancy and secure deployment of platforms5.Automation

23、opportunity assessment capabilities:Must facilitate automation with strong advisory abilities for internal buy-in and guide through business transformation journey,showcasing how advisory expertise and pre-trained models can result in positive business outcomes 6.Industry-or function-specific soluti

24、ons and packages:Must have experience in advising,developing and deploying industry-focused and function-specific(for example,finance,procurement and HR)automation/AI proprietary solutions7.Demonstrate generative AI capabilities:Must have generative AI capabilities across various enterprise use case

25、s.Solutions must either be in the beta phase or currently leveraged with the existing corporate and business enterprise operations8.Showcase generative AI strategy and partnerships:Must highlight the current strategy to use generative AI and emphasize any partnerships with hyperscalers or ISVs.Shoul

26、d have invested in R&D and made road maps for future applications and development*Note 1:Associated services include consulting,advisory,implementation and ongoing support for proprietaryofferings.*Note 2:By proprietary solution,we mean a solution built or grown by own effort,assembled of products a

27、nd services,that might be open source or under commercial license but not predominantly tied to a specificvendor.DISCLAIMER:ISG automation and other standalone intelligent automation players are not considered in thisquadrant.8JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION S

28、ERVICES GROUP,INC.ALL RIGHTS RESERVED.DefinitionThis quadrant analyzes IT service providers that offer proprietary AIOps solutions,platforms and frameworks that enable enterprises to monitor a distributed IT infrastructure,understand IT behavior under dynamic conditions and orchestrate workflows or

29、automated corrections.AIOps is a solution and framework that facilitates the understanding of a companys multicloud IT workloads and analyzes data to facilitate automated operations.It also offers real-time,minimal-cost solutions that allow companies to detect issues before they cause an adverse eff

30、ect on the business.Such solutions and frameworks redefine the model of an IT operation by combining data patterns and human intelligence to provide full visibility into the IT landscape of an enterprise.Generative AI applications use text,image and code generation to aid algorithms in improving ano

31、maly detection,observability,predictive maintenance,log analysis and event correlation.These capabilities aim to maximize the performance of distributed,heterogeneous,multicloud IT workloads,reducing costs and ensuring compliance and security with higherefficiency.Artificial Intelligence for IT Oper

32、ations(AIOps)Eligibility Criteria 1.Proprietary AIOps platform and framework:A custom-built solution to manage and administer IT infrastructure,application andCloudOps2.Event management and exception-handling ability:Must consolidate events from all sources(alerts and incidents)and categories and cl

33、assify,evaluate and take predefined intelligent actions,including resolution,assignment and related subsequent steps3.AI-driven scalable prebuilt solutions:Provide companies with highly scalable,real-time data,along with an AI-driven prescriptive and proactive analysis to provide visibility into an

34、ITlandscape4.Data visualization and projection capabilities:Must offer data injection through multiple sources and provide automated pattern discovery anddetection through the big dataplatform5.Solution identification and recommendation:Apply AI and ML in automated services to improve resilience and

35、 reduce the mean time to repair(MTTR)6.Touchless IT operations:Must act as a smart orchestration engine in workflow creation for a companysmanaged IT infrastructure,with a nearly zero-and one-touch approach7.Solution customization and personalization:Out-of-the-box APIs for multicloud and multitenan

36、cy and secure deployment of platforms8.Demonstrate generative AI capabilities:Generative AI capabilities across various enterprise use cases.The solution must either be in the beta phase or currently leveraged by the existing IT operations9.Showcase generative AI strategy and partnerships:Must highl

37、ight the current strategy of using generative AI and emphasize any partnerships with hyperscalers or ISVs,any R&D investment already made and a road map for future applications anddevelopment*Note 1:This quadrant encompasses solutions/platforms/ecosystems/frameworks developed by IT service providers

38、 by investing in AI,ML and big data capabilities to help companies ensure that their multicloud workload operation can be supported autonomously.*Note 2:By“proprietary solution,”we mean a solution built in-house and includes products and services that might be open source or under commercial license

39、 but not predominantly tied to a specificvendor.DISCLAIMER:ISG Automation and other standalone intelligent automation players are not considered in this quadrant.9JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.DefinitionThe Next-Gen Aut

40、omation quadrant assesses providers approaches to building a sustainable automation road map,covering innovation,organizational adoption of automation and bot development using the latest technologies and frameworks.It also encompasses using low-code/no-code(LCNC)development platforms,tools and soft

41、ware.This quadrant concentrates on the human aspect in terms of emerging skills to enhance the benefits of automation,thus safeguarding resource interest.This quadrant also evaluates the service providers ability to augment organizational change management,education and technology upgrade in sync wi

42、th the new releases on platforms.Next-gen automation readiness,which is a pathway to a sustainable automation strategy,includes technology,social and business objectives to build a sustainable operating model.Providers should have a design thinking approach toward automation solution provisioning to

43、 establish a structured path for innovation.They should also have platform certifications,functional knowledge,industry expertise and a clear road map and strategy for resource upskilling and cross-skilling via partner training programs.As generative AI,in the form of text,image and code generation,

44、continues to evolve with emerging new use cases,providers should also have a strong viewpoint and/or emerging offerings around generative AI.Next-Gen AutomationEligibility Criteria 1.Organizational change management frameworks:A seamless transition across users and stakeholders ensures that external

45、(clients)and internal(employees)entities are well-managed and educated on the automation activity2.Demonstrate ability to innovate through various frameworks:Ability to build future-ready solutions,leveraging the latesttechnologies3.Implementation and integration capabilities:Ability to drive these

46、capabilities using the latest,innovative technologies4.Frameworks,methodologies and reference architecture:Uses these to develop bots(DevOps,CI/CD andLCNC)5.Generative AI:Ability to design and incorporate generative AI solutions across portfolios,including business and technology domains.Generative

47、AI includes text and image generationcapabilities6.Showcase generative AI strategy and partnerships:Must highlight the current strategy to use generative AI and emphasize any partnerships with hyperscalers or ISVs,any R&D investment already made and a road map for future applications anddevelopment7

48、.Security tools:Ability to use frameworks and practicesthat ensure both security and governance,risk and compliance(GRC)10JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.tQuadrants by RegionAs a part of this ISG Provider Lens quadrant st

49、udy,we will assess the following three quadrants on Intelligent Automation Services and Solutions 2023.QuadrantU.S.EuropeIntelligent Enterprise Automation ffArtificial Intelligence for IT Operations(AIOps)ffNext-Gen Automationff11JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATIO

50、N SERVICES GROUP,INC.ALL RIGHTS RESERVED.ScheduleResearch Production Disclaimer:ISG collects data for the purposes of writing research and creating provider/vendor profiles.The profiles and supporting data are used by ISG advisors to make recommendations and inform their clients of the experience an

51、d qualifications of any applicable provider/vendor for outsourcing the work identified by clients.This data is collected as part of the ISG FutureSource process and the Candidate Provider Qualification(CPQ)process.ISG may choose to only utilize this collected data pertaining to certain countries or

52、regions for the education and purposes of its advisors and not produce ISG Provider Lens reports.These decisions will be made based on the level and completeness of the information received directly from providers/vendors and the availability of experienced analysts for those countries or regions.Su

53、bmitted information may also be used for individual research projects or for briefing notes that will be written by the lead analysts.Please refer to the link to view/download the ISG Provider Lens 2023 research agenda.Access to Online PortalYou can view/download the questionnaire from here using th

54、e credentials you have already created or refer to instructions provided in the invitation email to generate a new password.We look forward to your participation!MilestonesBeginningEndSurvey LaunchJuly 3,2023Survey PhaseJuly 3,2023August 18,2023Sneak PreviewsNovember 2023Press Release&PublicationDec

55、ember 2023The research phase falls in the period between July and August 2023,during which survey,evaluation,analysis and validation will take place.The results will be presented to the media inDecember 2023.12JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC

56、.ALL RIGHTS RESERVED.ISGStar of ExcellenceClient Feedback NominationsISG Star of Excellence Call for nominationsThe Star of Excellence is an independent recognition of excellent service delivery based on the concept of“Voice of the Customer.”The Star of Excellence is a program,designed by ISG,to col

57、lect client feedback about service providers success in demonstrating the highest standards of client service excellence and customer centricity.The global survey is all about services that are associated with IPL studies.In consequence,all ISG Analysts will be continuously provided with information

58、 on the customer experience of all relevant service providers.This information comes on top of existing first-hand advisor feedback that IPL leverages in context of its practitioner-led consulting approach.Providers are invited to nominate their clients to participate.Once the nomination has been su

59、bmitted,ISG sends out a mail confirmation to both sides.It is self-evident that ISG anonymizes all customer data and does not share it with third parties.It is our vision that the Star of Excellence will be recognized as the leading industry recognition for client service excellence and serve as the

60、 benchmark for measuring client sentiments.To ensure your selected clients complete the feedback for your nominated engagement please use the Client nomination section on the Star of Excellence website.We have set up an email where you can direct any questions or provide comments.This email will be

61、checked daily,please allow up to 24 hours for a reply.Here is the email address:ISG.starisg-13JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.Contacts For This StudyPragathi Thimmaiya Lead Project ManagerSameen Mohammed SiddiqueResearch

62、AnalystAshwin GaidhaniLead Analyst,U.S.Sibasis PanigrahySenior Data AnalystMukesh RanjanResearch SpecialistMark PurdyLead Analyst,Europe14JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.ISG Advisors to this studyAdvisor Involvement-Progr

63、am DescriptionISG Provider Lens Advisors Involvement ProgramISG Provider Lens offers market assessments incorporating practitioner insights,reflecting regional focus and independent research.ISG ensures advisor involvement in each study to cover the appropriate market details aligned to the respecti

64、ve service lines/technology trends,service provider presence and enterprisecontext.In each region,ISG has expert thought leaders and respected advisors who know the provider portfolios and offerings as well as enterprise requirements and market trends.On average,three consultant advisors participate

65、 as part of each studys quality and consistency reviewprocess.The consultant advisors ensure each study reflects ISG advisors experience in the field,which complements the primary and secondary research the analysts conduct.ISG advisors participate in each study as part of the consultant advisors gr

66、oup and contribute at different levels depending on their availability and expertise.The consultant advisors:Help define and validate quadrants and questionnaires,Advise on service provider inclusion,participate in briefing calls,Give their perspectives on service provider ratings and review report

67、drafts.Wayne Butterfield Partner,ISG AutomationAnurag Saxena Partner,ISG AutomationJeff Augustin Partner,ISG Automation15JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.Invited CompaniesIf your company is listed on this page or you feel

68、your company should be listed,please contact ISG to ensure we have the correct contact person(s)to actively participate in this research.Accenture*All for One Group*Almato*Arvato Systems*Axians*Birlasoft*CANCOM*Capgemini*Capita*CoforgeCGI*Cognizant*Computacenter*DATAGROUP*Datamatics*Deloitte*DXC Tec

69、hnology*Eviden(Atos)*Exela Technologies*EXL*EY*FirstsourceFujitsu*GAVS*Genpact*HCLTech*Hexaware*IBM*Infosys*KPMG*LTIMindtree*Marlabs*Microland*Movate*Mphasis*NTT DATA*Persistent Systems*PwC*Softtek*Sonata Software*Sopra Steria*Sutherland*TCS*Tech Mahindra*Tietoevry*T-Systems*UST*VisionetWipro*WNS Vu

70、ram*Zensar*Rated in previous iteration16JULY 2023INTELLIGENT AUTOMATION SERVICES AND SOLUTIONS 2023 INFORMATION SERVICES GROUP,INC.ALL RIGHTS RESERVED.Methodology&TeamAbout Our Company&ResearchISG(Information Services Group)(Nasdaq:III)is a leading global technology research and advisory firm.A trus

71、ted business partner to more than 900 clients,including more than 75 of the worlds 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 transforma

72、tion 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 employ

73、s more than 1,600 digital-ready professionals operating in more than 20 countriesa global team known for its innovative thinking,market influence,deep industry and technology expertise,and world-class research and analytical capabilities based on the industrys most comprehensive marketplace data.For

74、 more information,visit isg-.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 ISGs global advisory team.Enterprises will find a wealth of

75、 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 ISGs enterprise clients.The research currently covers providers offering their services across multi

76、ple geographies globally.For more information about ISG Provider Lens research,please visit this webpage.ISG Research provides subscription research,advisory consulting and executive event services focused on market trends and disruptive technologies driving change in business computing.ISG Research

77、 delivers guidance that helps businesses accelerate growth and create more value.ISG offers research specifically about providers to state and local governments(including counties,cities)as well as higher education institutions.Visit:Public Sector.For more information about ISG Research subscriptions,please email contactisg-,call+1.203.454.3900,or visit research.isg-.2023 Information Services Group,Inc.All Rights Reserved REPORT:INTELLIGENT AUTOMATION SERVICES AND SOLUTIONSJULY,2023