Remember IT Service Management (ITSM)? If you’re already yawning and imagining that it’s all about filing tickets and fixing issues, then think again.

Those days are long gone. ITSM today, is a proactive powerhouse—no longer just designed for ‘managing information technology (IT)’, but empowering IT.

Reach out to discuss this topic in depth.

In the past few years, ITSM has evolved from reactive troubleshooting to proactive problem-solving, aiming to proactively resolve issues before they arise. This shift is driven by three key pillars: smarter Processes, stronger Platforms, and specialized Providers.

Together, these pillars have elevated ITSM to an agile, artificial intelligence (AI)-powered engine that doesn’t just support the business—it actively drives it forward. Let’s explore how each of these components fuels the change.

Processes: DataOps to AIOps

Not long ago, the buzzword in ITSM was DataOps. It brought the agility of DevOps into the world of data, revolutionizing data management by automating processes for ingesting and processing large data sets. In the process helping enterprises derive actionable insights, and transforming it from a hassle into a streamlined, reliable machine, but that was just the start.

Enter AIOps—a game-changer. AIOps (AI-driven IT operations) does all that DataOps did and then a lot more! Not only managing data, but also analyzing it and proactively solving IT issues, while using machine learning models before they even arise. With use cases such as automated event correlation, anomaly detection, and predictive analytics, AIOps transforms ITSM into a proactive, intelligent system—shifting the focus from fixing problems to preventing them.

Platforms: foundation of intelligent ITSM

As we explore processes, it’s essential to acknowledge the platforms that power them. Leading the charge in ITSM platforms is ServiceNow. If these platforms were superheroes, ServiceNow would undoubtedly be Iron Man— continually redefining the boundaries of what’s possible in this space.

Consider the Now Platform for instance. With its Now Assist application, enterprises get access to integrated generative AI (gen AI) capabilities such as AI-powered search summarization, knowledge creation, and incident management—all in one, empowering its users to resolve routine IT issues independently—significantly reducing the strain on IT teams.

Moreover, ServiceNow’s latest Xanadu release further elevates its ITSM portfolio with the introduction of AI agents, shifting the play from static, rule-based workflows to dynamic, self-optimizing processes. We are already witnessing AI agents collaborating to automate complex tasks, while human oversight ensures optimal outcomes. This evolution transforms employee experience, enabling virtual agents to act as personal service desks and broadening live agents’ roles from handling tickets to overseeing intelligent agent interactions and taking strategic decisions.

ITSM Specialists: the final piece of the transformation puzzle

As we stand at this pivotal phase in ITSM’s evolution, with platform giants like ServiceNow ITSM, Atlassian Jira, BMC Helix ITSM, Ivanti, ManageEngine, Freshworks, and many more spearheading transformative advancements, it’s vital to recognize the essential role of specialist providers, in making these innovations accessible and impactful for enterprises. These experts are more than just supporters of ITSM growth—they’re the driving force behind it.

Recently, enterprises have increasingly chosen specialist providers over large service firms to cater tailored requirements. Specialists offer deeper technical expertise, flexible contracts, and superior client management skills, empowering enterprises to go beyond one-size-fits-all solutions and instead build custom applications and industry-aligned ITSM capabilities that cater directly to unique operational demands that help boost user satisfaction.

Here are some key case studies highlighting how specialist providers have delivered impactful results through customized ITSM solutions:

With the growing impact of specialist providers in the ITSM ecosystem such as Inmorphis, Happiest Minds, AutomationEdge, Synoptek, Mobile Reach, plat4mation, Advance Solutions Corp. (ADVANCE), and many more we’re excited to announce the launch of our ITSM Specialist PEAK Matrix Assessment 2024.

In case, you’re interested in learning more about this assessment process or wish to participate, please schedule a call using this Calendly link: https://calendly.com/d/5hn-wfj-g5x/discussion-with-everest-group

If you found this blog interesting, check out our blog focusing on Unpacking The Potential Of A Hybrid Copilot Strategy: A Roadmap For Success | Blog – Everest Group, which delves deeper into another topic in the Engineering & Information Tech service line.

For further discussion, please contact Shivam Jaiswal (shivam.jaiswal@everestgrp.com), Prabhneet Kaur (prabhneet.kaur@everestgrp.com), and Udit Singh (udit.singh@everestgrp.com).

The digital workplace began with a focus on service standardization, ensuring consistency. As it evolved, priorities shifted to employee productivity, leveraging automation for efficiency and stronger alignment with business outcomes. Eventually, the emphasis moved to employee-centric experiences, enhancing satisfaction, well-being, and engagement.

However, in the past 12–18 months, the focus on value realization amidst challenging macroeconomic conditions, coupled with innovations like generative AI and copilots, has reignited a focus on productivity, marking the resurgence of the productivity era.

Join us for an engaging LinkedIn Live session to explore how organizations can design impactful digital workplace strategies for the year ahead in this productivity-driven era. We’ll discuss key changes in the operating model, their implications for enterprises and providers, and the future of the workplace in 2025.

During this collaborative LinkedIn Live session, we explored:

• Key changes to expect in the digital workplace services operating model during the productivity era
• The implications of these changes for enterprises and providers
• What the future of the workplace will look like in 2025

Extending the standard refresh cycle of laptops in a corporate environment can significantly reduce a workplace’s carbon footprint, according to new workplace sustainability research. However, challenges in ensuring the older laptops still meet Windows OS requirements, and other cost issues, could offset these environmental gains, experts said.

Indeed, organizations are currently facing an important choice as the end of Windows 10 support looms: how do they want to approach either migration to Windows 11, or staying with older Windows 10 devices, noted Everest Group Senior Analyst Prabhneet Kaur.

“While component upgrades, like increasing RAM, can help meet Windows requirements, or informal workarounds may bypass them, maintaining robust security and a quality user experience will be tricky,” she said.

Read more at: Computer World

The digital workplace is at a pivotal juncture, entering a phase of value-centric transformation. Economic slowdowns have intensified scrutiny on enterprise spending, driving a focus on cost-effective, value-driven approaches. This phase offers providers a unique opportunity to stand out with innovative and distinctive solutions.

Mid-market digital workplace customers share similar priorities with larger enterprises but approach them differently. While large organizations have the resources to develop complex, highly customized solutions, most mid-market enterprises focus on cost efficiency and prefer staggered investments through shorter, more agile engagements. Providers are responding by increasingly investing in different initiatives and building unique offerings and IP assets to support mid-market clients’ digital workplace transformation.

• Digital Workplace Services PEAK Matrix® Assessment 2024: Mid-market Enterprises

  

  What is in this PEAK Matrix® Report

  In this report, we assess 21 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® Mid-market Enterprises and highlight each provider’s strengths and limitations. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other.

  Scope:

  • All industries and geographies
  • This assessment is based on Everest Group’s annual RFI process conducted over Q2 and Q3 2024, interactions with leading digital workplace services providers, and an ongoing analysis of the digital workplace services marketplace for mid-market enterprises

  Contents:

  In this report, we examine 21 digital workplace services providers’ profiles and include:

  • An assessment of their market impact and vision and capabilities
  • Their key strengths and limitations
  • Sourcing considerations for enterprises

  READ ON

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

WATCH THE WEBINAR ON-DEMAND

For many enterprises, the previously cautious investment environment of 2024, caused by economic pressures, recessionary sentiments, and geopolitical uncertainties, is now shifting towards a more aggressive and strategic focus for 2025. Digital workplace transformation initiatives, spearheaded by innovations such as generative AI, Copilots, and the metaverse, are poised for a rapid uptake by service buyers. The ongoing demonstrations of these technologies’ industry-specific advantages, clearer proof of ROI, improved regulations and compliance, and successful scalability and integration, as well as the deployment of pent-up investment funds, are the key drivers for this change.

Bolstered by industry expertise and deep analyst insights, this thorough webinar hosted by Yugal Joshi, Partner, Prabhneet Kaur, Senior Analyst, and Udit Singh, Vice President, deep-dived into how this focus shift will drive substantial investments in the digital workplace. Covering key themes, such as generative AI, Copilots, employee experience, and the metaverse, our Everest Group experts outlined the strategies needed to capitalize on this new momentum.

Viewers gained actionable insights for upcoming investment opportunities, learning how to navigate challenges and increase competitiveness using the latest Everest Group research. Digital workplace service buyers and providers gained useful knowledge on how to craft effective digital workplace investment strategies for 2025.

What questions did the webinar answer for the participants?

• What factors will drive investments in digital workplace transformations in 2025?
• What should the enterprise strategy be for deriving maximum benefit from Copilots?
• How can organizations effectively enable employees in adopting generative AI and its use cases?
• How can you maintain a holistic employee experience amid ongoing disruptions?

Who should attend?

• CIOs
• CTOs
• Digital Workplace Heads
• Heads of Outsourcing
• Procurement Heads
• Senior marketing executives
• Analyst Relations heads
• Senior sales executives
• IT Infrastructure Heads

As the hybrid workplace model solidifies its position as the new norm for enterprises, the demand for seamless communication and collaboration services continues to surge unabated. Enterprises strive to adapt to the ever-evolving Unified Communication and Collaboration (UCC) landscape. In parallel, the UCC market is evolving due to innovative offerings centered around AI, generative AI, Copilots, immersive collaboration, and integrated security measures, acting as accelerators for growth.

Amid this transformative landscape, enterprises are constantly seeking providers capable of delivering comprehensive UCC solutions while adeptly navigating the intricate interplay between Employee Experience (EX), productivity enhancement, and cost optimization. The indispensability of UCC services specialists has never been more pronounced, as these specialists swiftly cement their role within broader digital workplace services engagements, either autonomously or in strategic collaboration with other providers and technology innovators, owing to their unique value proposition and focused expertise.

• Unified Communication & Collaboration (UCC) Specialist Services PEAK Matrix® Assessment 2024

  

  What is in this PEAK Matrix® Report

  In this report, we assess 10 UCC specialist service providers featured on Everest Group’s Unified Communication and Collaboration (UCC) Specialist Services PEAK Matrix® Assessment 2024 and highlight the strengths and limitations of each provider.

  Contents: 

  This report features 10 UCC specialist service provider profiles and includes:

  • A summary dashboard – assessment of market impact and vision and capability
  • Providers’ key strengths and limitations

  Scope:

  • All industries and geographies
  • The assessment is based on Everest Group’s annual RFI process for Q4 2023 and Q1 2024, interactions with leading UCC specialist service providers, client reference checks, and an ongoing analysis of the UCC services market

  READ ON

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

The digital workplace is at a pivotal juncture, entering a phase of value-centric transformation. Economic slowdowns have intensified scrutiny on enterprise spending, driving a focus on cost-effective, value-driven approaches. This phase presents providers with a unique opportunity to stand out with innovative and distinctive solutions.

In North America, macroeconomic headwinds, including rising inflation, higher banking interest rates, and political complexities, have weakened spending momentum, prompting a heightened focus on optimizing costs and realizing value from previous transformation investments. In response, providers are expanding their solution portfolios by integrating next-generation technologies, such as generative AI, while also developing industry- and persona-specific offerings. Additionally, providers are moving ahead with a cost-plus-value-driven approach to better position themselves as strategic partners to their enterprise customers.

• Digital Workplace Services PEAK Matrix® Assessment 2024 – North America

  

  What is in this PEAK Matrix® Report

  In this report, we assess 28 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® North America and highlight each provider’s strengths and limitations. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other.
  

  Content:

  In this report, we examine 28 digital workplace services providers’ profiles and include:

  • An assessment of their market impact and vision and capabilities
  • Their key strengths and limitations
  • Sourcing considerations for enterprises

  Scope:

  • All industries
  • Geography: North America
  • This assessment is based on Everest Group’s annual RFI process conducted over Q1 and Q2 2024, interactions with leading digital workplace services providers, and an ongoing analysis of the digital workplace services marketplace in North America

   

  READ ON

• Digital Workplace Services PEAK Matrix® Assessment 2023 – North America

  

  What is in this PEAK Matrix® Report

  In this report, we assess 26 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® – North America and highlight the strengths and limitations of each provider. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other.

  Content:

  • A summary dashboard – assessment of market impact and vision and capability
  • Key capabilities and recent developments
  • Providers’ key strengths and limitations

  Scope:

  • All industries and geographies
  • The assessment is based on Everest Group’s annual RFI process conducted over Q1 and Q2 2023, interactions with leading digital workplace service providers, and an ongoing analysis of the digital workplace services marketplace in North America

   

  READ ON

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Aftermath a period of substantial growth, the digital workplace market has slowed due to global macroeconomic conditions, which has compelled enterprises to realize their prior investments. However, the upcoming years are poised to witness a resurgence in enterprise investment trends, mainly cost optimization and transformative initiatives via gen AI.

Improving Employee Experience (EX) is the top priority in the European digital workplace market, with an increased focus on cost optimization. The market also maintains a combination of global and local service delivery to manage cultural nuances and deal with regulatory and compliance restrictions, dynamic sustainability mandates, and complex vendor landscapes.

Digital workplace service providers strengthen their geographical capabilities and offer enterprises industry- and persona-specific solutions that follow a security-by-default approach and ESG compliance. Additionally, providers enhance their consulting and advisory capabilities to position themselves as strategic enterprise partners.

• Digital Workplace Services Peak Matrix® Assessment 2024 – Europe

  

  What is in this PEAK Matrix® Report

  In this report, we assess 23 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® – Europe. The report will enable buyers to select the best-fit provider for their sourcing considerations and empower providers to benchmark themselves against their competition.

  Scope:

  • All industries
  • Geography: Europe
  • This assessment is based on Everest Group’s annual RFI process for Q1 and Q2 2024, interactions with leading digital workplace service providers, and an ongoing analysis of the European digital workplace services marketplace

  Content:

  In this report, we:

  • Examine 23 digital workplace service providers’ market impact, vision, and capability
  • Assess providers’ key strengths and limitations
  • Evaluate enterprise sourcing considerations

   

  READ ON

   

• Digital Workplace Services PEAK Matrix® Assessment 2023 – Europe

  

  What is in this PEAK Matrix® Report

  In this report, we assess 22 digital workplace services providers featured on the Digital Workplace Services PEAK Matrix® – Europe and highlight the strengths and limitations of each provider. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other.
  

  Content:

  • A summary dashboard – assessment of market impact and vision and capability
  • Key capabilities and recent developments
  • Providers’ key strengths and limitations

  Scope:

  • All industries
  • Geography: Europe
  • This assessment is based on Everest Group’s annual RFI process conducted over Q1 and Q2 2023, interactions with leading digital workplace service providers, and an ongoing analysis of the digital workplace services marketplace in Europe

   

  READ ON

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

The Banking, Financial Services, and Insurance (BFSI) industry faces various challenges in today’s evolving environment, from inflation and cybersecurity to increased competition from fintechs, and changing customer expectations. Desktop Infrastructure Transformation (DIT) has emerged as an attractive solution to combat these market disruptions because of its ability to optimize costs, empower users, and enhance IT efficiency. In this blog, we’ll explore how DIT can help the BFSI industry tackle pressing issues.

Contact us directly to discuss this topic further.

BFSI in the “Age of Disruption”

Benjamin Franklin’s wise words, “When you’re finished changing, you’re finished,” still hold true today, particularly in the rapidly evolving world of BFSI. Recent events such as the collapse of Silicon Valley Bank and UBS Bank’s acquisition of Credit Suisse show that those who fail to adapt will be left behind even quicker than they can Google “subprime mortgage crisis.”

Facing various internal and external disruptions, BFSI enterprises struggle with difficult questions. However, a recent Everest Group survey of 500 senior stakeholders supports that “fortune favors the bold.” The survey found 59% of respondents identify digital transformation maturity as a critical priority to withstand disruptions.

Considering these findings, the following framework provides an overview of disruptions BFSI enterprises face and outlines the actions to offset them:

BFSI enterprises need to act swiftly and effectively to mitigate the impact of these disruptions. As highlighted in the framework above, DIT and its two sub-components – as part of an overall mature digital transformation approach – can provide a strong buttress against disruptions.

These sub-components can be broadly defined as follows:

• Virtual Desktop Infrastructure (VDI): Technology that allows a user to access a desktop operating system and its applications from a remote server and thin clients
• Full-stack Desktop-as-a-Service (DaaS): Cloud computing environment with bundled pricing for hardware, software, and ancillary management services in a pay-per-use model

In the following section, we examine the most pressing disruptions BFSI enterprises face and explore how DIT can provide a solution to address them:

Source: Everest Group 2023

Empowering BFSI Organizations through DIT

To better understand the composition of VDI and full-stack DaaS in a typical enterprise environment, the below framework provides more detail of the two previously defined key DIT components and their enablers:

Note: The above framework is not an exhaustive representation of all the components within DaaS and VDI.

Source: Everest Group 2023

Now, let’s take a look at the benefits of this transformation initiative by exploring some applications of DIT that ideally align with the needs of the BFSI sector:

• Cost optimization: With agile capacity management, increased device lifespan, and a pay-as-you-consume model, BFSI organizations can achieve cost efficiency while maintaining desktop infrastructure quality
• Single pane of observability: AI-led analytics, synthetic bots for application performance testing, and proactive alerts help IT resources within a BFSI enterprise effectively monitor and manage their desktop infrastructure, achieving operational excellence
• User empowerment: Personified Virtual Machines (VMs), a self-help marketplace, and DevOps-based feature development enable organizations to empower their end users and improve their experience
• IT efficiency: Scalable architecture and limited upfront investment support expansion to alternative business models, geographies, and product lines. Cloud-hosted models also allow firms to seamlessly integrate with other IT stacks during mergers and acquisitions (M&As), and divestitures
• Security and reliability: Automated patch management, trust zones, centralized security controls, and role-based access are some DIT features that enable continuous compliance with industry regulations and help BFSI enterprises avoid security breaches

Making DIT Real for BFSI Enterprises: Balancing Stability and Change

Let’s walk through the following use cases of DIT in various BFSI segments to demonstrate its value for employees ranging from investment traders to data scientists and knowledge workers:

These use cases demonstrate the substantial value DIT offers in addressing the vital requirements of the BFSI sector and mitigating market disruptions. Several key benefits of DIT include cost optimization, operational excellence, user empowerment, and enhanced IT efficiency.

Yet, it is essential to recognize and thoroughly assess the associated risks of this technology, such as user acceptance and training challenges, as well as potential dependencies on network infrastructure. By carefully evaluating these factors, enterprises can make informed decisions about investments like DIT aimed at enhancing the IT infrastructure and diminishing market disruptions.

Ultimately, however, understanding the risk of inaction is critical. As Tony Robbins, life coach and author, aptly notes, “Risk comes in many forms, but the most common one is simply not investing.”

To discuss Desktop Infrastructure Transformation, contact Prabhneet Kaur and Udit Singh.

Learn more https://www.everestgrp.com/unlocking-digital-workplace-opportunities-in-2023/