Digital Workplace of the Future - USA 2019 Quadrant Report - Getronics
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Digital Workplace of A research report
the Future comparing provider
strengths, challenges
USA 2019 and competitive
differentiators
Quadrant
Report
Customized report courtesy of:
September 2018
ISG Provider Lens™ Quadrant Report | September 2018 Section Name
About this Report
Information Services Group Inc. is solely responsible for the content of this report. ISG Provider Lens™ delivers leading-edge and actionable research studies, reports
Unless otherwise cited, all content, including illustrations, research, conclusions, and consulting services focused on technology and service providers’ strength and
assertions and positions contained in this report were developed by, and are the sole weaknesses and how they are positioned relative to their peers in the market. These
property of Information Services Group Inc. reports provide influential insights accessed by our large pool of advisors who are
actively advising outsourcing deals as well as large numbers of ISG enterprise clients
The research and analysis presented in this report includes findings from the ISG who are potential outsourcers.
Provider Lens™ program and ongoing ISG Research programs, interviews with ISG
advisors, briefings with services providers and analysis of publicly available market For more information about our studies, please email ISGLens@isg-one.com,
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mation that was current as of September 8, 2018. ISG recognizes that many mergers
and acquisitions have taken place since that time, but those changes are not reflected
in this report.
All revenue references are in U.S. dollars ($US) unless noted.
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The lead author for this report is Mrinal Rai. The editors are Jan Erik Aase and John event services focused on market trends and disruptive technologies driving change
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.
1 Executive Summary
7 Introduction
16 Digital Workplace Consulting Services
27 Digital Workplace Managed Services (Large Enterprises) © 2018 Information Services Group, Inc. All rights reserved.
Reproduction of this publication in any form without prior
41 Managed Mobile Enterprise Services – Large Enterprises permission is strictly prohibited. Information contained in this
53 Digital Workplace and Mobility Managed Services (Midmarket) report is based on the best available and reliable resources.
Opinions expressed in this report reflect ISG’s judgment at the
60 Unified Communication and Collaboration time of this report and are subject to change without notice.
ISG has no liability for omissions, errors or completeness of
70 Digital Workplace Services for BFSI
information in this report. ISG Research™ and ISG Provider Lens™
77 Digital Workplace Services for HCLS are trademarks of Information Services Group, Inc.
86 Digital Workplace Services for Retail
94 Methodology
ISG Provider Lens™ Quadrant Report | September 2018 Section Name
Executive Summary
Executive
EXECUTIVE Summary
SUMMARY
Digital Workplace of the Future Digital Workplace Consulting
Personal digital secretaries for everyone: The enterprise workplace environment has Consulting is an integral part of digital workplace transformation: The majority
seen significant changes and technology evolution in the most recent few years. Adopting of workplace transformation initiatives are increasingly beginning with a consultative
digital technologies and corporate cultural change management have become key approach. Digital workplace consulting covers current workplace environment assessment
elements for developing a digital workplace of the future. Enterprises aspire to upgrade and understanding digital technology gaps. Enterprises prefer vendor-agnostic,
and transform the workplace environment to not only equip existing employees, but also to independent consulting services. Dedicated consulting should assess the current
attract new talent. enterprise environment and advise on the viability of implementing different technologies.
The rapid growth in disruptive technologies, like cognitive automation, robotics, machine Analytics and automation are used in persona segmentation: A key element in digital
learning, artificial intelligence and virtual reality, has increased their applicability in workplace consulting and assessment is segregating end users into user personas and
workplace ecosystems. These technologies have the potential to elevate the digital dexterity defining the requirements specific to each persona. Automation technology is increasingly
of employees by taking over mundane and regular tasks. Employees now often have these being used in persona and workplace definition. Automated agents deployed on the
newer technologies at their disposal to improve their abilities to work and their overall end user’s system can collect usage information that can be difficult to obtain through
workplace experience. Newer and innovative technical approaches can provide a personal traditional methods like focus group discussions and interviews.
digital secretary to every employee. Digital secretaries can help employees by automating
repetitive tasks and providing data and analytics at the right moment to support decisions Design thinking is becoming a key approach for consulting: Consulting services with
and perform more efficiently. a design-thinking approach define the parameters affecting the end-user experience.
Digital workplace transformation initiatives can measure their effectiveness and return on
investment based on these parameters.
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ISG Provider Lens™ Quadrant Report | September
Juni 2018 2018 Executive Summary
The CIO is no longer the primary audience for consulting: The digital workplace information and analysis to handle them. ISG’s experience with enterprise clients indicate
consulting services aim not just at cost reduction but also to help align the business vision that IT spending for end user computing, service desk and collaboration functions is
with end users’ needs. Digital workplace consulting requires interaction with business approximately 19 percent of the IT budget. Increasing use of automation and analytics
functions other than enterprise IT. Enterprises are increasingly involving business can lead not only to improved cost savings but also significant productivity gains.
functions like human resources (HR) in their workplace transformation initiatives. An automation-enabled service desk can manage 46 percent more end users than a
traditional one.
Technology migrations need consulting expertise: Major transformation initiatives like
migration to Windows 10, Office 365 or G-Suite or the adoption of new social collaboration Usage of AI-enabled virtual agents is increasing: AI-based virtual agents are becoming
solutions require dedicated consulting and planning. Migration-specific consulting an integral part of managed workplace services. These chatbots aim to provide human-like
provides assessment, prepares the migration and adoption blueprint and provides a support to end users. An intelligent chatbot can understand end users’ problems with
roadmap to implementation. devices or applications and either self-heal or send an automated request to the help desk
on the user’s behalf. Chatbot agents can include sentiment analysis to help them gauge
Managed Digital Workplace Services end users’ feelings by their text entry. Sometimes these automated agents are integrated
with other business processes and applications to trigger application output or a function
Automation and analytics drive “shift-left” initiatives: Managed workplace services based on a user’s suggestion. It is like conversational commerce, where the system directs
are adopting shift-left strategies that are intended to reduce overall incident tickets and end users to relevant applications based on the content of the conversation.
associated service desk costs. Proactively monitoring systems, devices and applications
enables predictive analytics that can prevent incidents from occurring. Automation AR/VR is being used for on-site and field support: Onsite and field support services
also provides self-help and self-service features that let end users resolve their own have started using augmented reality and virtual reality technologies to enhance end-user
issues without raising a service desk ticket. Tickets that are routed to the service desk experience. AR and VR can produce savings by reducing the need to deploy people for
agents now are typically of higher complexity, and agents are better equipped with the on-site support. Enterprises are also adopting digital lockers and IT vending machines to
enhance end-user self-service and the digital experience.
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ISG Provider Lens™ Quadrant Report | September 2018 Executive Summary
Device-as-a-service model usage is increasing: More enterprises are opting for the ment (MDM), enterprise mobility management (EMM) and user experience management
device-as-a-service model, where, unlike traditional engagements, hardware is not (UEM). Device management services include business policy implementation, device
leased but is paid for as part of a monthly service fee. Service providers can handle the configuration and secured application access.
entire procure-to-dispose-and-refresh device lifecycle while also offering associated
managed services. Device- and application-level protection are necessary for security: Managing mobile
enterprise services requires device- and application-level protection. Technologies like
Measurable experience level drives new agreements: Digital workplace engagements application refactoring and containerization secure availability and deployment across
are increasingly driven by end-user experience-level agreements (XLAs) rather than by mobile devices. Service providers are also offering enterprise app stores that provide
traditional service-level agreements (SLA)s. Continuously monitoring systems, networks, policy-enabled, secured access to approved applications for mobile devices.
devices and application performance can generate measurable information that can be
used to provide overall end-user experience level. Mobility solutions are increasingly industry-specific: There is an increasing focus on
verticalizing mobility solutions. Many service providers are offering managed mobile
Managed Mobile Enterprise Services services for industries and environments with unique requirements like manufacturing
shop floors, secured areas and construction sites. Service providers also offer reusable
Workflow automation enables mobility: Enterprises are introducing mobility deeply dedicated managed mobility solutions for specific user needs in industries like retail,
within their workplace ecosystem and are focusing on integrating workflows and backend health care and banking, financial services and insurance (BFSI).
systems. Mobile enterprise programs continue to be a major contributor to business
productivity beyond devices and communication. Enterprise clients are increasingly Analytics, AI-virtual agents: Analytics for telecom expense management and mobile
looking to service providers as partners for workflow automation. strategy effectiveness measurement are becoming important aspects of managed
services. Service providers are offering virtual agents that can be accessed via any device.
Secured and managed access to devices: Different non-traditional mobile devices like Managed mobile enterprise services now also extend to smart IoT devices for predictive
wearable smart IoT devices are permeating the end-user space. Enterprise are looking for analytics, proactive monitoring and secured access.
ways to securely manage diverse devices through technologies like mobile device manage-
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ISG Provider Lens™ Quadrant Report | September
Juni 2018 2018 Executive Summary
Unified Communication and Collaboration
UCaaS is the preferred model as companies migrate to cloud: The movement toward Change management is key to success: A key element for deploying and managing
cloud is inevitable, and many enterprises are now in the transitioning phase of migrating unified communication and collaboration services is enabling change management within
existing unified communication infrastructure. Employees are demanding similar enterprise culture. Methodologies like gamification and crowdsourcing aim to promote
experience in their unified communications and collaboration (UCC) technologies as with and enhance new technology adoption.
their personal devices and platforms.
Cloud-Based VDI Services
Skype for Business and productivity suite usage has increased: Traditional telephony
is increasingly being replaced by office productivity applications like Skype for Business Cloud-based VDI demand is increasing: Demand has consistently increased for
and Google Hangouts. Modern communication and collaboration tools provide VoIP, video cloud-based desktop virtualization services. Banking and health-care organizations are
and chat mediums with consistent experience across channels and devices. increasingly looking for cloud-based VDI services to enable secured access on devices of
employees’ own choice.
Social collaboration is taking center stage: Enterprises are overwhelmed by growth
in the enterprise social collaboration market, where many team and content-centric Thin client use is growing: Enterprises are also considering using cost-effective thin
collaboration tools continue to be introduced. Many social collaboration offerings can clients like Google Chrome to enable anytime, anywhere access with virtual desktops.
provide complete solution packages that would otherwise require disparate
UCC elements. Hyperconverged infrastructure eases out VDI hurdles: Growth in hyperconverged
infrastructure has also led to increased desktop-as-a-service (DaaS) adoption.
Smart offices and meeting rooms improve productivity: Services oriented to smart Hyperconverged infrastructure attempts to counter the storage cost hurdle in virtual
offices and meeting rooms can enhance productivity and collaboration among employees. desktop infrastructures. With the growth in hyperconverged infrastructure vendors,
Service providers are investing, and enterprises are increasingly looking for digitalizing cloud VDI is also gaining popularity.
their office environment to promote a consistent collaborative experience.
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ISG Provider Lens™ Quadrant Report | September 2018 Executive Summary
End-user analytics measure and monitor end-user performance: Service providers are Productized offerings are more common: Many service providers are moving toward a
offering real-time analytics around end users’ usage for virtual desktops and can provision productized offering in digital workplace services. These cloud-based offerings are offered
and deploy emergency and transient workloads in case of device failure. Device and app in a pay-as-you-go or pay-per-user model. Users get cloud-based “workspaces,” which can
monitoring services can extend to cloud-based virtual desktop infrastructures and can be a single interface for the end user to access all their workplace data and applications.
predict downtime situations. Other managed services for the workplace form the back-end support system. Many
service providers are already offering a mobile version, most of which include a virtual
DIY trial versions bring in users: Some service providers are offering trials of their assistant and service desk function at the minimum.
cloud-based desktop virtualization solutions from their websites. These offerings are
aimed at increasing adoption and providing do-it-yourself (DIY) functionality for potential Unified Endpoint Management
users to experience the provider’s service quality.
Culmination of many technologies necessitates management: With the
Cloud Workspaces – WaaS proliferation of different devices and applications, device management has evolved from
being device-centric to encompassing enterprise mobility management. UEM offers a
WaaS is the next wave in cloud workspaces: Cloud-based desktops are gaining traction. culmination of PC device management, MDM and EMM. Many EMM and MDM solution
However, more comprehensive resources are available in workplace-as-a-service (WaaS) vendors are focusing on offering a holistic, unified endpoint management solution. Many
cloud offerings. WaaS provides a complete workspace with associated applications, security service providers are also providing unified solutions to manage the different
security provisions and device and application controls with managed services. WaaS endpoints used to access the workplace environment.
implementation can significantly reduce enterprise capital spending because complete
desktops, including applications and operating systems, can be managed and upgraded Unified Device management is now in demand: A unified approach to manage different
from the cloud. devices and endpoints is in demand. It requires centralized solutions for all devices,
including smartphones, tablets, PCs, MACs and smart IoT devices.
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ISG Provider Lens™ Quadrant Report | September 2018 Executive Summary
A one-stop shop for enterprise IT, end users and mobility is expected: Because
of enterprise IT’s requirement to manage all devices from one solution and end users’
expectations for self-service, UEM solutions are expected to provide end-user self-service,
desktop and PC lifecycle management and endpoint mobility management.
Machine learning and AI usage has increased: Technologies like artificial intelligence
and machine learning can monitor traffic at each endpoint and recognize threats in the
device ecosystem. Only issues that are not being automatically resolved will be escalated
to human agents.
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ISG Provider Lens™ Quadrant Report | September 2018
Introduction
Introduction
Definition
Digital workplace is the defining model for how end users access and collaborate Simplified illustration
on their work-related data and applications. It is the conceptualized view of a
Digital Workplace Services – Horizontals
connected, always-on, collaborative, secured workplace that is device and platform
independent and built on cognitive, digital and smart technologies. Digital workplace Digital
Digital Digital Enterprise Unified
Workplace and
Workplace Workplace Managed Mobility Communication
services cover consulting and managed services related to mobility, service desk, Mobility Managed
Consulting Managed Services Services (Large & Collaboration
Services
unified communication and collaboration. Services (Large Enterprises) Enterprises) Services
(Mid-market)
Our research studies the investigation efforts and buying decisions of typical Digital Workplace Services – Verticals
enterprise clients. When contemplating a significant strategy transformation, such
as implementing agile practices or incorporating automation into its environment, Digital Workplace Digital Workplace Digital Workplace
an enterprise client will benefit from a study that examines an entire ecosystem Services for HCLS Services for BFSI Services for Retail
for an individual service line. Each focus area is typically made up of four key areas:
consulting and advisory services, system integration, development and support. Source: ISG 2018
Therefore, the ISG studies are comprised of an analysis of multiple quadrants that
cover a variety of services. Vendors are classified into one of four areas, but there
are multiple quadrant areas included in this report.
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | September 2018 Introduction
Definition (cont.)
This study on digital workplace services includes six quadrants that represent key Managed Mobile Enterprise Services – Large Market: This quadrant evaluates providers
services in this space. It includes one quadrant on consulting services and three that deliver managed services for mobile device management, enterprise mobility and
quadrants on managed services, covering managed workplace services, managed related activities.
mobile services and combined services for midmarket clients. There is also a quadrant
Managed Digital Workplace and Mobile Enterprise Services – Midmarket: This quadrant
for unified communication and collaboration services. The digital workplace services
assesses providers that deliver managed mobility services to midmarket clients with a user base
– verticals quadrants cover leading service providers serving healthcare life sciences,
of less than 2,000.
banking financial services and retail industries in the U.S. These quadrants are further
defined as follows:
Unified Communication and Collaboration Services: This quadrant assess providers
that deliver managed services for UCC. It includes collaboration, enterprise telephony and
communication, social media-style community building, enterprise content management,
Scope of the Report
crowdsourcing and productivity suites.
Digital Workplace Consulting: This quadrant assesses firms that provide consulting Digital Workplace Services for Banking, Financial Services and Insurance (BFSI): This
services for analyzing the workplace environment and defining a roadmap to quadrant assesses service providers delivering digital workplace services for U.S. clients in the
transform it. BFSI industries.
Managed Workplace Services – Large Market: This quadrant assesses providers Digital Workplace Services for Health Care and Life Sciences (HCLS): This quadrant assesses
that deliver managed services for install, move and change (IMAC), service desk and service providers delivering digital workplace services for U.S. clients in the HCLS sector.
desktop management.
Digital Workplace Services for Retail: This quadrant assesses service providers delivering
digital workplace services for U.S. clients in the retail industry.
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | September 2018 Introduction
Definition (cont.)
Other Global Digital Workplace Services
and Solutions
Some of the service providers evaluated also offer the following services, which are
not included in this report but are evaluated at a global level in the ISG Provider Lens™
Digital Workplace of the Future report:
Cloud-based VDI Services: This quadrant assesses providers offering managed
services around private and hybrid cloud-based virtual desktops. It involves hosting
clients’ desktops in the providers’ data centers or in a public cloud.
Cloud Workspaces-WaaS: This quadrant assesses providers and vendors offering
a complete public cloud-based software solution or having an offering that provides
virtual desktops along with device and application management.
Unified Endpoint Management: This quadrant assesses key solution vendors offer-
ing unified solutions to manage different endpoints in the workplace environment.
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | September 2018 Introduction
Provider Classifications
The ISG Provider Lens™ quadrants were created using an evaluation matrix containing
four segments, where the providers are positioned accordingly.
Leader Product Market Contender
Challenger Challenger
The “leaders” among the vendors/ The “product challengers” offer a “Market challengers” are also “Contenders” are still lacking mature
providers have a highly attractive product and service portfolio that very competitive, but there is still products and services or sufficient
product and service offering and a provides an above-average cover- significant portfolio potential and depth and breadth of their offering,
very strong market and competitive age of corporate requirements, but they clearly lag behind the “leaders”. while also showing some strengths
position; they fulfill all requirements are not able to provide the same Often, the market challengers and improvement potentials in their
for successful market cultivation. resources and strengths as the are established vendors that market cultivation efforts. These
They can be regarded as opinion leaders regarding the individual are somewhat slow to address vendors are often generalists or
leaders, providing strategic market cultivation categories. Often, new trends, due to their size and niche players.
impulses to the market. They also this is due to the respective vendor’s company structure, and have
ensure innovative strength size or their weak footprint within therefore still some potential to
and stability. the respective target segment. optimize their portfolio and increase
their attractiveness.
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | September 2018 Introduction
Provider Classifications (cont.)
Each ISG Provider Lens™ quadrant may include a service provider(s) who ISG believes has
a strong potential to move into the leader’s quadrant.
Rising Star Not In
Rising Stars are mostly product challengers with high future potential. This service provider or vendor was not included in this
When receiving the “Rising Star” award, such companies have a promis- quadrant as ISG could not obtain enough information to
ing portfolio, including the required roadmap and an adequate focus on position them. This omission does not imply that the
key market trends and customer requirements. Also, the “Rising Star” has service provider or vendor does not provide this service.
an excellent management and understanding of the local market. This
award is only given to vendors or service providers that have made ex-
treme progress towards their goals within the last 12 months and are on
a good way to reach the leader quadrant within the next 12-24 months,
due to their above-average impact and innovative strength.
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | September 2018 Introduction
Digital Workplace of the Future Cross-Quadrant Provider Listing 1 of 3
Enterprise Digital Workplace Unified
Digital Workplace Digital Workplace
Managed Mobility and Mobility Communication Digital Workplace Digital Workplace Digital Workplace
Consulting Managed Services
Services (Large Managed Services & Collaboration Services for HCLS Services for BFSI Services for Retail
Services (Large Enterprises)
Enterprises) (Midmarket) Services
Accenture 4 L 4 PC 4 L 4 Not in 4 L 4 PC 4 L 4 L
Atos 4 PC 4 L 4 PC 4 Not in 4 L 4 RS 4 RS 4 RS
Capgemini 4 PC 4 PC 4 PC 4 Not in 4 PC 4 Not in 4 Not in 4 Not in
Cognizant 4 PC 4 L 4 L 4 Not in 4 PC 4 L 4 L 4 L
Compucom 4 MC 4 MC 4 MC 4 MC 4 Not in 4 Not in 4 Not in 4 Not in
Dimension Data 4 PC 4 Not in 4 PC 4 PC 4 PC 4 Not in 4 Not in 4 Not in
DWG 4 RS 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in
DXC Technology 4 L 4 L 4 L 4 Not in 4 L 4 L 4 MC 4 L
Fujitsu 4 PC 4 PC 4 PC 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in
Genpact 4 PC 4 PC 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in
4 L – Leader / 4 PC – Product Challenger / 4 C – Contender / 4 MC – Market Challenger / 4 RS – Rising Star
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | September 2018 Introduction
Digital Workplace of the Future Cross-Quadrant Provider Listing 2 of 3
Enterprise Digital Workplace Unified
Digital Workplace Digital Workplace
Managed Mobility and Mobility Communication Digital Workplace Digital Workplace Digital Workplace
Consulting Managed Services
Services (Large Managed Services & Collaboration Services for HCLS Services for BFSI Services for Retail
Services (Large Enterprises)
Enterprises) (Midmarket) Services
Getronics (Pomeroy) 4 PC 4 L 4 PC 4 L 4 PC 4 MC 4 MC 4 L
HCL 4 L 4 L 4 L 4 Not in 4 L 4 L 4 L 4 PC
Hexaware 4 PC 4 PC 4 PC 4 L 4 PC 4 PC 4 PC 4 PC
IBM 4 L 4 L 4 L 4 PC 4 L 4 Not in 4 Not in 4 Not in
Infinite Computer
4 C 4 C 4 Not in 4 C 4 Not in 4 Not in 4 Not in 4 Not in
Solutions
Infosys 4 PC 4 PC 4 PC 4 L 4 PC 4 PC 4 MC 4 PC
ITC Infotech 4 PC 4 PC 4 PC 4 PC 4 Not in 4 Not in 4 Not in 4 Not in
KPIT 4 C 4 C 4 C 4 PC 4 Not in 4 Not in 4 Not in 4 Not in
LTI 4 PC 4 PC 4 PC 4 L 4 RS 4 PC 4 PC 4 Not in
Mphasis 4 Not in 4 PC 4 Not in 4 PC 4 PC 4 Not in 4 Not in 4 Not in
4 L – Leader / 4 PC – Product Challenger / 4 C – Contender / 4 MC – Market Challenger / 4 RS – Rising Star
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Digital Workplace of the Future Cross-Quadrant Provider Listing 3 of 3
Enterprise Digital Workplace Unified
Digital Workplace Digital Workplace
Managed Mobility and Mobility Communication Digital Workplace Digital Workplace Digital Workplace
Consulting Managed Services
Services (Large Managed Services & Collaboration Services for HCLS Services for BFSI Services for Retail
Services (Large Enterprises)
Enterprises) (Midmarket) Services
NIIT Technologies 4 Not in 4 C 4 Not in 4 PC 4 Not in 4 Not in 4 Not in 4 Not in
NTT DATA 4 L 4 L 4 MC 4 Not in 4 Not in 4 MC 4 MC 4 MC
Stafanini 4 MC 4 MC 4 MC 4 MC 4 Not in 4 Not in 4 Not in 4 Not in
TCS 4 L 4 L 4 L 4 Not in 4 L 4 Not in 4 Not in 4 Not in
Tech Mahindra 4 Not in 4 PC 4 PC 4 PC 4 Not in 4 Not in 4 Not in 4 Not in
Unisys 4 L 4 L 4 L 4 Not in 4 PC 4 L 4 PC 4 PC
UST Global 4 C 4 PC 4 C 4 PC 4 C 4 PC 4 PC 4 PC
Wipro 4 L 4 L 4 L 4 Not in 4 L 4 L 4 L 4 L
Zensar 4 PC 4 RS 4 RS 4 L 4 PC 4 PC 4 PC 4 PC
4 L – Leader / 4 PC – Product Challenger / 4 C – Contender / 4 MC – Market Challenger / 4 RS – Rising Star
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.Digital Workplace of the Future Quadrants
ISG Provider Lens™ Quadrant Report | September 2018
SOCIAL ENTERPRISE
DIGITAL WORKPLACE NET-
CONSULTING
Digital Workplace Consulting Services
WORKING
SERVICES SUITES
Definition
Digital workplace consulting centers on workplace optimization
strategies. Modules include support for defining a workplace
strategy, designing the architecture and creating the roadmap, and
for validating the business case for transformation. These advisory
services are specific to workplace digital transformation. The service
typically includes assessing the current workplace environment,
designing end-user-focused workplace transformation, defining
the business case and return on investment (ROI) and providing a
roadmap for implementation.
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | September 2018 Digital Workplace Consulting Services
DIGITAL WORKPLACE CONSULTING
SERVICES
Observations
Digital workplace consulting has gained prominence in recent years. DXC Technology benefits from its strong Microsoft alliance and dedicated consulting framework for
Previously, workplace transformation targeted cost reduction in Microsoft technology-based transformation initiatives.
end-user computing as its main goal, and consulting was confined to
IBM differentiates by using cognitive automation for user persona segmentation and its wide coverage
fit end users into uniform, enterprise-defined personas. The advent
in digital workplace-related transformation.
and popularity of digital technologies are affecting end users’ personal
preferences, behaviors and expectations in the workplace. Digital TCS takes a consultative and participative approach to clients through its Reimagination Studio. Its
workplace consulting services aim to assess the latest cutting-edge consulting services also cover measurable parameters for end-user experience level.
technologies and their impact on end users. It also includes assessing
the viability of adopting smart automation and analytics technologies
NTT DATA offers digital workplace consulting services that leverage knowledge through strong partner
and segmenting end users’ needs according to their effect on ecosystem.
productivity and experience enhancement. HCL’s Kaleidoscope™ approach aims at segmenting end users by hardware software requirements. It
In the U.S., the number of digital workplace engagements with also utilizes gamification and change management as part of its consulting services.
consulting focus has increased by 26 percent in the last three years;
Wipro recently enhanced its consulting capabilities through its wAssess™ methodology and design-
56 percent of digital workplace contracts signed in the U.S. last year
thinking approach.
included significant consulting services.
Unisys leverages big data, analytics and partnerships to provide consulting-led engagements for digital
Accenture leads this market with its strong expertise and experience
workplace transformation.
in business management consulting and strategy development.
Digital Workplace Group (DWG) provides a consulting services portfolio that is vendor agnostic and
benchmarking oriented. It is strongly gaining traction in the market and has been identified as a
Rising Star.
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ISG Confidential © 2018 Information Services Group, Inc. All Rights Reserved.ISG Provider Lens™ Quadrant Report | September 2018 Digital Workplace Consulting Services
ACCENTURE
Overview Caution
Accenture provides consulting as an integral part of its strategy and advisory services in its digital workplace Although Accenture offers a vendor-agnostic approach, its strong ties with Microsoft
transformation portfolio. Accenture’s consulting services strategize key digital workplace transformation through Avanade may be challenging for the company to convince clients with
initiatives and provide actionable insights, not only for the CIO organization, but also for other key business non-Microsoft environments that it is objective.
functions.
Accenture is one of the world’s leading consulting firms. Its advisory services leverage its benchmark-driven
process consulting capabilities based on best-in-class and industry-peer comparison.
Strengths
Leveraging global partnerships in the U.S.: Accenture leverages its partnerships with technology vendors
at the global level while providing consulting services in the U.S. Apart from its Avanade joint venture with
Microsoft, Accenture also has partnered with leading security, enterprise mobility and collaboration vendors.
Accenture’s digital workplace consulting services in the U.S. are vendor agnostic.
Winning key U.S. contracts: Accenture has recently won key digital workplace contracts in the U.S. that involve
significant consulting elements. It has signed contracts in the financial, health-care and energy industries to
provide consulting-led implementations of mobility and Office 365 solutions. 2019 ISG Provider Lens™ Leader
Consulting approaches: Accenture’s digital workplace consulting services focus on analyzing the as-is
environment through different approaches, including “day-in-the-life.” It also covers human talent, human Accenture’s well-known consulting and advisory
capital management and user-centric collaboration. services for organizational strategy and talent
management make it a leader in digital workplace
consulting services in the U.S.
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DXC TECHNOLOGY
Overview Caution
DXC Technology’s consulting services for workplace and mobility cover key business- and technology-level DXC Technology’s consulting services are not vendor-independent. Its advisory
transformation initiatives. Its digital workplace consulting service is part of workplace and mobility advisory services are geared toward the company’s own implementations and managed
services. DXC Technology provides business process architecture consulting, as-is state analysis and to-be services. Although DXC Technology has strong digital workplace consulting
organizational model development. capabilities, it has few engagement examples in the U.S. for change management
and modern workplace adoption.
The company has approximately 70 consultants worldwide for its workplace mobility practice and more than 30
industry experts delivering advisory and assessment services for diverse industry clients.
Strengths
Strong inherited consulting practice: DXC Technology’s parent company CSC is well known in the U.S. market
for its consultative approach. DXC Technology has inherited the strong consulting practice. DXC Technology
offers a continuous feedback program in which it engages with clients in a consultative manner and monitors
satisfaction and experience levels.
Leveraging global partnerships in the U.S: DXC Technology leverages its global partnerships for providing
digital workplace consulting services in the U.S. DXC Technology partners with PwC to provide innovative
business model approaches, end-user digital experience, business process transformation and mobile
technologies adoption. DXC Technology also uses its strong relationship with Microsoft to provide consulting-led
2019 ISG Provider Lens™ Leader
Windows 10 and Office 365 migrations.
Recent contract wins in the U.S.: DXC Technology has recently won key clients in the U.S. automotive,
Enterprise clients in the U.S. favor DXC Technology
manufacturing, health-care and media industries. It has client examples in equipment manufacturing for its strong consulting framework, wide partner
and health-care industries in the U.S. for its consulting services for Office 365 migration and smart office network and diverse industry experience.
deployment.
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HCL TECHNOLOGIES
Overview Caution
HCL Technologies increased its digital workplace consultants globally by approximately 50 percent in the last HCL’s consulting services are a precursor to its own managed services. It offers
three years. HCL’s proprietary framework for consulting and assessment services acts as the first step in its consulting services to prepare its clients for implementing HCL solutions and
digital workplace services engagements. HCL’s consulting services through its Nano-personalization approach managed workplace services. It could showcase more examples of clients that use
determine how end-user behavior affects business requirements. gamification and change management services in the U.S.
Strengths
Digital workplace consulting practice in the U.S.: HCL’s digital workplace consulting services revenue in
the U.S. accounts for 44 percent of its global workplace consulting services. It has achieved a 25 percent client
growth rate from workplace consulting in the U.S. in the last three years. It has 26 clients for consulting services
in the U.S. with around 550,000 end users in scope.
Branded consulting service portfolio: HCL uses its globally branded consulting services to serve U.S. clients.
HCL’s Kaleidoscope™ approach objectively assesses end user’s digital dexterity and advises on required steps.
HCL’s TITEN migration tool assesses hardware and software requirements for Windows 10 migration. HCL’s
business process reengineering approach is called Spearhead and provides gamification services through the
2019 ISG Provider Lens™ Leader
Boost portal.
Strong case study examples: HCL has strong workplace consulting services examples from manufacturing,
HCL’s branded approach solidifies its strength
consumer packaged goods, and oil and gas clients in the U.S. These examples include persona segmentation in its experience in managing different facets of
and ascertaining device fit according to business requirements. workplace transformation.
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IBM
Overview Caution
IBM’s digital workplace assessment services are core to its consulting offering. IBM focuses on end-user IBM offers vendor-independent consulting services, but clients are generally
experience design and optimization based on persona identification and segmentation. The company’s digital overwhelmed by the sophistication of associated IBM solutions and end up
workplace consulting leverages the best practices it developed through years of experience and its expertise contracting for the company’s managed services, which doesn’t make its workplace
from diverse industries. services a stand-alone offering.
IBM is targeting the midmarket segment, but its consulting and advisory services
pricing could be a discouraging factor. However, with its new workplace-as-a-service
offering, IBM aims to simplify its own service portfolio needs and reduce midmarket
clients’ consulting needs significantly.
Strengths
Cognitive persona development: IBM leverages its global cognitive intelligence services to provide digital
workplace consulting services to clients in the U.S. Cognitive technologies collect usage information from end
users and help develop end-user personas.
Business function interaction: IBM has experience interacting with different business functions other
than enterprise IT for digital workplace consulting services. IBM consulting services can understand persona
segmentation from non-IT business function viewpoints.
Recent key contracts in the U.S.: IBM has recently signed contracts with significant consulting elements 2019 ISG Provider Lens™ Leader
with clients in the U.S. financial services and media industries. IBM is providing services related to talent
management, change management and employee experience to these clients.
IBM benefits from its well-known reputation in the
market and experience with diverse industries.
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NTT DATA
Overview Caution
NTT DATA provides digital workplace transformation consulting services with 250 consultants worldwide, helping NTT DATA should communicate its differentiation in technology pragmatism. Its
clients develop their strategy for workplace modernization. It has a strong partner ecosystem and many years of consulting services are usually wrapped in its managed services offering. It can also
experience in providing contextualized business focused consulting tied to its managed services. include elements of unified communications and collaboration in its consulting
portfolio leveraging NTT Group’s other companies.
Strengths
Leveraging global partnerships: Being part of NTT Group, NTT DATA takes advantage of its global scale and
partnerships for security, mobility and integration services to service clients in the U.S.
Consulting approach and CFF: NTT DATA takes a pragmatic approach to assess technological opportunity
against business viability. Its consulting vision is focused on saving the client from “shiny object syndrome”
in the digital era. The company’s consulting services assess the practical viability of key digital workplace
technologies like VDI and BYOD in the client’s environment. NTT DATA’s Customer Friction FactorSM (CFF)
services determine the factors affecting end users’ experiences. Behavior is analyzed in five categories:
engagement, knowledge sharing, process, technical and business ecosystem. NTT DATA uses a pragmatic focus
2019 ISG Provider Lens™ Leader
and CFF services to serve clients in the U.S.
Strong contracts win in the U.S.: NTT DATA has won many new contracts in the U.S. recently that include
NTT DATA’s business need oriented focus in
significant consulting engagements. It is providing assessment and consulting services for health-care clients for consulting and pragmatic approach makes it a
cloud-based desktop virtualization and has provided consulting-led migration for Windows 10 and Office 365. key transformation partner for clients.
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TCS
Overview Caution
TCS’s digital workplace consulting services are part of its consulting and systems integration unit and include Although TCS has strong consulting capabilities, its consulting services are oriented
its Digital Reimagination Studio and TCS Interactive. TCS’s digital reimagination approach involves client to its own implementation services. With workplace services increasingly becoming
workshops about end-user experience that focused on digital workplace use cases. TCS Digital Reimagination commoditized, clients would prefer more stand-alone consulting in digital work-
Studio assesses new business models leveraging mobile devices, social collaboration technologies, conversation place transformation initiatives.
systems, augmented reality and virtual reality (AR/VR).
Strengths
U.S. digital workplace consulting practice growth: TCS digital workplace consulting services revenue in the
U.S. accounts for 52 percent of its global workplace consulting services. TCS has 354 consultants in U.S. with a
growth rate of 68 percent in the last three years. It provides consulting services to approximately 55 U.S. clients,
which represents a CAGR of 34 percent over the last three years.
Experience enabler identification: TCS’s consulting services identify influencers that affect end users’
productivity and work styles. These influencers identify the key enablers and experience level KPIs. TCS defines
end-user experience-level agreements (XLAs) based on these KPIs. TCS’s 3A and 3C consulting methodology
analyzes the end user’s as-is work style and advises on change enablers to provide a connected, collaborative
2019 ISG Provider Lens™ Leader
workplace environment.
TCS is well known for its innovative and collaborative
Change management and gamification: TCS has strong capabilities for enabling change management culture services. With TCS’s new Business 4.0 approach, the
and gamification through its KARMA engine. TCS recently contracted with a U.S. bank for social collaboration
platform adoption.
company’s consulting services will become a key
focus area in its service delivery.
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UNISYS
Overview Caution
Unisys takes a consulting-led approach for digital workplace transformation. Its consulting service uses data Unisys has comparatively fewer examples of engagements with non-IT business
analytics, key partnerships, usage analytics and the company’s extensive experience in workplace services. heads. It should also build up its capabilities addressing the human resources
perspective of digital workplace, which includes gamification and crowdsourcing.
Strengths
Consulting practice in the U.S.: Unisys’s global consulting staff has grown by 62 percent in the last three
years, 29 percent of which is based out of the U.S. The client base in the U.S. has grown by 55 percent in the last
three years and makes up 29 percent of its global client base. Unisys also uses its global-level partnerships and
alliances with partners like ServiceNow, Cylance, Microsoft and VMware when delivering consulting services to
U.S. clients.
Data analytics enabled persona segmentation: UMethod is Unisys’ consulting approach and includes
segmenting end users based on their system and application usage. It analyzes usage patterns for different
workplace elements like devices, applications, app deployment, geographic presence and support systems.
2019 ISG Provider Lens™ Leader
This approach uses big-data pattern recognition to identify different personas with similar usage categories in
the workplace. Unisys’ consulting services leverages data analytics
Case examples from U.S: Unisys has client examples from the U.S. in delivering digital workplace consulting and persona segmentation based on similar needs.
services. It provided an IT governance model along with an improvement roadmap to a public sector client in Its strong U.S. presence makes it a leading provider.
the U.S.
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WIPRO
Overview Caution
Wipro offers consulting services as a precursor to its implementation and managed services. It has recently started Though Wipro has developed a dedicated workplace consulting practice and is
providing stand-alone consulting services to its clients for key workplace transformation initiatives. Wipro’s digital providing consulting without providing managed services, it is still best known as
workplace consulting practice involves design-led experience enhancement end-user persona definition and an implementor. It could invest in marketing its differentiator as an adviser and
assesses gaps in achieving digital transformation for end-user working profile. consultant in this space.
Wipro has more examples from its digital workplace consulting services in Europe
compared to the U.S. It should showcase more examples in the region.
Strengths
Consulting practice in the U.S.: Wipro has 60 consultants in the U.S. delivering workplace assessment
and advisory services. Its digital workplace services revenue in the U.S. accounts for 50 percent of its global
workplace services revenue. Wipro can take advantage of global partnerships with technology vendors in ITSM,
collaboration, enterprise mobility, virtual desktop and human capital management in providing consulting
services in the U.S.
Design-thinking and wAssess™: Wipro’s consulting services focus on creating a digital experience for users
through design thinking. Wipro’s DesignIT subsidiary adds consulting services to enable innovation through
disruptive technologies. Its digital workplace services portfolio provides solutions for virtualization, mobility and
2019 ISG Provider Lens™ Leader
user-experience management.
With its strong digital workplace credentials,
Client experience: Wipro has strong experience in providing digital workplace consulting services to clients in Wipro has carved out consulting capabilities that
the U.S. It has provided design-thinking-led consulting for large multinational firms with profile-based, end-state
architecture and transformation roadmaps. Wipro also helped a U.S. financial services firm with consulting for a
address workplace transformation initiatives
collaboration solution. with a design-thinking-led approach.
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RISING STAR: DIGITAL WORKPLACE GROUP
Overview Caution
Digital Workplace Group (DWG) is a privately held company providing consultancy around adopting digital DWG could enhance its consulting offering to cover emerging areas like robotic
technologies in the workplace for effective collaboration. It serves approximately 200 clients worldwide with process automation (RPA), digital workforce, and AR/VR and their applicability in the
60 consultants. The North America region accounts for 55 percent of the firm’s total revenue, and DWG has 40 digital workplace.
clients in the U.S.
Strengths
Dedicated consulting: DWG’s core business is digital workplace consulting. DWG evolved from the Intranet
Benchmarking Forum and provides consulting on workplace collaboration, workplace change management,
Office 365 and other cloud workspace adoption. Its consulting service goes beyond IT-centric workplace
assessment and analysis. DWG has examples of drawing relevant stakeholders’ interest in enabling a
collaborative workplace culture.
Vendor agnostic consulting: DWG provides a complete vendor-agnostic consulting service. Since it does not
offer its own managed services or technology solution, its consulting is not biased toward a particular vendor. 2019 ISG Provider Lens™ Rising Star
Benchmarking-led approach: DWG’s consulting services are backed by its benchmarking and research
offering. It offers 700 independent benchmarks for workplace collaboration. Through its digital workplace DWG’s vendor-agnostic and benchmarking-based
map, DWG measures workplace maturity across seven parameters covering collaboration, services, workflow, consulting can enable organizations to make the
business strategy and organization readiness.
best use of technology to foster a digital culture
within the workplace.
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SOCIAL ENTERPRISE
DIGITAL WORKPLACE NET-
MANAGED Digital Workplace Managed Services (Large Enterprises)
WORKING SUITES
SERVICES (LARGE ENTERPRISES)
Definition
Managed digital workplace services comprise all managed services
related to the digital workplace. The quadrant includes operational
services, such as service desk, install, move and change (IMAC),
break-fix, self-help, device support, and on-site and field services.
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SOCIAL ENTERPRISE
DIGITAL WORKPLACE NET-
MANAGED
WORKING SUITES
SERVICES (LARGE ENTERPRISES)
Observations
While “shift-left” strategies for managing incidents are still gaining personas and workplace environment, scale-based parameters like device management and
momentum, the managed services focus is shifting toward cognitive on-site presence also remain important criteria. Large enterprises form the next-generation
automation and machine learning. Service providers are offering sourcing clients needing to align their workplace services with their business objectives to
automation-enabled workplace support services to eliminate the need create a cost advantage and improve productivity.
for human intervention for many tasks. The more tasks a provider can
In the U.S., the number of digital workplace engagements involving managed services has
automate with managed services, the greater it can differentiate itself
increased by 11 percent in the last three years. In 2017, 84 percent of digital workplace
from its competitors.
contracts signed in the U.S. had significant managed services elements.
Service providers usually brand their managed service offering under
Compared to last year, a global shift in consulting services is getting deeply ingrained in
a single IP set or name. Augmented and virtual reality services are
follow-up managed and implementation services. With the end-user environment transition
disrupting on-site field support and redefining the end-user experience.
period getting longer, enterprises expect tangible business outcomes, not just at the end of
Service providers are partnering with leading OEM vendors to offer
transition but also during the journey. This expectation compels service providers to provide
procure-to-retire device lifecycle management services in pay-as-you-
consultative services across the workplace transformation services spectrum.
go models, which may include offering device-as-a-service. Service
providers are also focusing on delivering measurable KPIs on end-user
experience management.
Large enterprises often have complex workplace environments. Many
are looking to reduce IT support costs and enhance the end-user
experience via automation. Because of the complexity of their end-user
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