HCL has been recognized as a Leader in ISG Provider Lens™ Research Quadrant for SIAM / ITSM – Service Operation and Delivery, Germany 2020

This quadrant report is relevant for German enterprises of all sizes and across all industries to evaluate the tools that automate the execution of operational, event-driven IT processes.

The report assesses and positions service providers in the German market for their tool capabilities in automating service operations, the process framework required to ensure IT service operations. It covers event, incident and problem management as well as service level management and continual service improvement.

Originally the most labor-intensive part of the complete SIAM framework, this process area today involves the full use of emerging technologies. Service providers and solution architects have started early in trying to eliminate manual tasks as much as possible. While German clients are highly mature with process implementation, the use of the available technologies for automation is lagging behind.

Two types of offerings are available in this space. Classical SIAM/ITSM single-platform systems use a broad partner network to enhance strong base functionalities. On the other hand, traditional IT service providers use self-developed, functional-rich SIAM/ITSM architectures and port them as blueprints onto platform systems. Service operations solutions rely on mass event data handling and pattern recognition to enable machine learning for managing problems automatically. Artificial intelligence is used to enable self-healing, software-controlled infrastructures.

Other than functional-rich solutions, German clients seek strong consulting skills for converting long-lasting, practical experience into machine-enabled intelligence.

HCL Technologies has been rated as a Leader in the quadrant. To know more, download the report.