Upcoming ISG Provider Lens™ reports will
assess providers facilitating intelligent, AI-powered automation to
transform and streamline enterprise business processes.
Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm, has launched a research
study examining providers of intelligent automation services
designed to improve operating efficiency and customer
experience.
The study results will be published in a comprehensive series of
ISG Provider Lens™ reports, called Intelligent Automation Services,
scheduled to be released in December 2024. Two geographically
focused reports will evaluate providers of intelligent enterprise
automation, artificial intelligence for IT operations (AIOps) and
next-gen automation services, including generative AI (GenAI).
The reports do not cover independent advisory firms, such as ISG
Automation, that are platform-agnostic and offer integration and
support services across a variety of platforms.
Enterprise buyers will be able to use information from the
reports to evaluate their current vendor relationships, potential
new engagements and available offerings, while ISG advisors use the
information to recommend providers to the firm’s buy-side
clients.
Enterprises are investing to operationalize GenAI usage while
establishing ROI and use cases across diverse intelligent
automation technology stacks. Data generation and capitalization,
hybrid infrastructure observability, knowledge curation and
enterprise process optimization are crucial facets for providers to
build a sustainable automation offerings portfolio.
“As intelligent automation evolves, service providers are
gearing up by offering comprehensive automation strategies and
integration services that will help enterprises scale AI across
their organization,” said Namratha Dharshan, chief business leader,
ISG Research. “Companies are looking for AI-powered solutions
embedded with GenAI capabilities, fueled by highly tuned large
language models, to achieve greater agility, resiliency and
customer centricity.”
Hyperscalers and independent software vendors are building
strategic relationships with global system integrators (GSIs) and
other service providers to leverage domain data and process
knowledge to automate and modernize industry processes. The high
demand for talent has prompted GSIs to invest in talent
transformation programs to upskill their workforces.
Enterprises also see governance, risk and compliance (GRC) and
environmental and social attributes as core considerations for
developing responsible automation practices. Service providers, for
their part, are helping enterprises navigate data privacy
challenges and implement safeguards to ensure ethical and reliable
AI deployment.
For the study, ISG has distributed surveys to nearly 60
providers of intelligent automation services. Working in
collaboration with ISG’s global advisors, the research team will
produce three quadrants representing the automation services the
typical enterprise is buying, based on ISG’s experience working
with its clients. The three quadrants to be covered are:
- Intelligent Enterprise Automation, evaluating providers
and GSIs that design, develop and deliver solutions across industry
verticals and internal corporate functions. These solutions
supplement basic automation with advanced analytics and AI
capabilities, such as computer vision, machine learning or deep
learning, and natural language processing (NLP). Providers offer
associated services, such as consulting, implementation and ongoing
support.
- Artificial Intelligence for IT Operations (AIOps),
analyzing IT service providers and GSIs that offer proprietary
AIOps solutions, platforms and frameworks that enable enterprises
to monitor distributed IT infrastructure, understand IT behavior
under dynamic conditions and orchestrate and optimize performance.
AIOps leverages AI and ML tools, predictive analytics, and
knowledge automation using GenAI to dynamically manage enterprises’
multicloud and hybrid cloud workloads.
- Next-Gen Automation, assessing service providers’
approaches to building next-gen, sustainable automation roadmaps,
covering innovation, organizational adoption, talent strategy and
bot development standards using the latest technologies and
frameworks, including low-code/no-code (LCNC) development.
Providers must demonstrate the ability to build automation
solutions and have platform certifications, functional knowledge,
industry expertise and a clear strategy for resource training.
Geographically focused reports from the study will cover the
global intelligent automation market and examine products and
platforms available in the U.S. and Europe. A list of identified
providers and vendors and further details on the study are
available in this digital brochure.
ISG analysts Ashwin Gaidhani (U.S.) and Mark Purdy (Europe) will
serve as authors of the reports. Providers not listed in either
brochure can contact ISG and ask to be included in the studies.
All 2024 ISG Provider Lens™ evaluations feature expanded
customer experience (CX) data that measures actual enterprise
experience with specific provider services and solutions, based on
ISG’s continuous CX research. Enterprise customers wishing to share
their experience about a specific provider or vendor are encouraged
to register here to receive a personalized survey URL. Participants
will receive a copy of this report in return for their
feedback.
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., Canada, Mexico,
Brazil, the U.K., France, Benelux, Germany, Switzerland, the
Nordics, Australia and Singapore/Malaysia, with additional markets
to be added in the future. For more information about ISG Provider
Lens research, please visit this webpage.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 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 AI and 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 1,600 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/20240807764099/en/
Press: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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