This quadrant report is relevant to German enterprises of all sizes and across all industries evaluating vendors for their capabilities in automating service design and transition processes, such as change and service continuity management.
Service design and transition processes are closing the critical gap between IT client demand and IT service delivery. Building services are a complex exercise in a multi-vendor environment due to the nested service elements from different vendors. German clients look for vendors that can deliver flexible and adaptable best-practice-referencing process structures.
In Germany, ISG observes that traditional IT service providers offer an extensively broad and practical set of functionalities. As service design is a core discipline of professional service providers, these companies can build on long-lasting and practical experiences.
Service continuity, as part of service design, is also gaining more attention. ISG finds that offerings in this area rely less on the use of emerging technologies. German clients are advised to opt for value-added resellers or system integrators that offer stronger automation capabilities in this area. Even though service continuity is an important area of the SIAM/ITSM framework, ISG sees a limited push from clients in Germany. Considering the cross-business nature of the process, the responsibility is not clearly defined between IT, business units and IT procurement.
Despite this, ISG has identified several vendors that offer strong product functionalities for change management with easy-to-use workflow engines and rule-based knowledge management.
HCL Technologies has been rated as a Leader in the quadrant. To know more, download the report.