This quadrant report is relevant for German enterprises of all sizes and across all industries evaluating tools that automate IT processes and can turn client demand into business oriented IT services.
The report assesses and positions service providers in Germany based on their capabilities to automate the integrated process framework. These capabilities range from demand gathering and service catalog management to IT customer satisfaction for German clients.
For German IT organizations, it is critical that the tools in this area can help them communicate seamlessly and in the local language with IT clients as well as to automate request handling. ISG sees that mobile access through smartphones and tablets is the norm in this space. Virtual agent technology is available but not used extensively.
Two types of offerings are currently available. The single platform approach uses established toolsets and adds more capabilities through software extensions. The broad ecosystems offering combines best-of-breed tools through integration platforms to enable a seamless data exchange.
The use of IT is no longer limited to employees of the enterprise, and it is important to deliver a strong user experience to ensure accessibility, ease of use and immediate and automated request handling. The tools and solutions in the German market can handle such requirements, but DSGVO-related services should comply with data regulations. While seeking software solutions, IT clients ask for strong inter-process communication and a robust process reference model as part of the tool. ISG sees that additional core requirements could be addressed by adapting process structures and dynamically enabling automated request handling.
HCL Technologies has been rated as a Leader in the quadrant. To know more, download the report.