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IT Services

Insightful Analysis to Drive Your IT Services Strategy. NelsonHall's IT Services program is a research service dedicated to helping organizations understand, adopt, and optimize adaptive approaches to IT services that underpin and enable digital transformation within the enterprise.

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latest vendor assessments:

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Vendor coverage

Covered vendor profiles within the IT Services program

featured market analyses
in IT Services:

  • Salesforce Services

    Dec 05, 2018 | Market Analysis by Dominique Raviart

    NelsonHall's market analysis of the Salesforce services consists of 62 pages. It provides an in-depth understanding of the dynamics at play in the Salesforce services market.  [...]

    Table of contents:

    • Changing Shape of the Salesforce Services Market
    • The Salesforce services market is enjoying high growth and will continue to do, fueled by Salesforce’s growth ambitions
    • The service mix will move from Sales and Service Clouds to Customer Success Platforms and new products
    • Delivery is more onsite-centric than SAP/ERP projects. It will become more offshore-centric in the coming years
    • Customer Requirements: Salesforce Services
    • Salesforce clients look to refresh and digitally enable their applications …
    • … and will benefit from further functionality brought by Salesforce, or by Salesforce’s ISV ecosystem
    • The majority of organizations aspire to be more digitally-enabled thanks to Salesforce
    • Digitally-driven organizations want to modernize their CRM and contact center
    • Market Size and Growth
    • Foreword: all forecasts are based on Salesforce’s objectives to reach revenues of $20bn-$22bn by FY22
    • The Salesforce services market opportunity will more than double during the 2017-2022 period
    • North America is and will remain by far the largest Salesforce services market
    • Customer Success Platform & new products will overtake Sales and Service Clouds by 2022
    • Service growth by vertical will depend on Salesforce’s product investments. In all likelihood, financial services and U.S. healthcare are its priority
    • Systems integration will remain the largest area of spending in all Salesforce services, fueled by new software product launches
    • Vendor Market Shares
    • Accenture, followed by Salesforce, Deloitte, IBM, and Capgemini lead the global Salesforce services market
    • In North America, Accenture leads, along with Salesforce, Deloitte, and IBM
    • In EMEA, Accenture leads along with Deloitte, Capgemini, Salesforce, and Cognizant
    • Vendor Delivery Capabilities and Trends
    • Salesforce projects require core skills that are similar to those needed for SAP and ERP projects, but in an agile context
    • Currently, delivery is more onsite-centric than for SAP projects. This will change in the coming years once the clients’ confidence levels increase
    • Indian vendors have plans to expand nearshore selectively. Onshore vendors look for nearshore or offshore locations to lower their costs
    • Skills: Salesforce is currently fueling demand all over the place, around mature products, new products, minor products, and ISV partners
    • Accelerators: Most vendors have developed consulting methodologies and project management tools….
    • … in the coming years, they will develop technology accelerators to shorten implementation times and invest in Salesforce’s next-gen offerings
    • M&As: Accenture most acquisitive. The largest Salesforce specialists are now gone
    • M&As: target firms have become less common and are smaller in size
    • Vendor Offerings and Targeting
    • Service portfolio: Vendors are playing catch-up with Salesforce, with AI in mind
    • Service portfolio: vendors have structured their consulting portfolio…
    • … and are developing specialized offerings
    • Industry Solutions: most vendors are creating vertical IP …
    • … targeting their industries of strength….
    • … focusing on solutions rather than software products….
    • Industry Solutions: vendors will continue to develop industry solutions but remain cautious about products
    • BPaaS: Vendors are starting to provide contact management BPaaS on Salesforce, and are expanding to claims processing and marketing services
    • Vendor Challenges and Success Factors
    • DDOs look for Salesforce expertise and industry knowledge
    • SCS look for vendors with Salesforce expertise that can handle complex projects
    • ITFOs needs vendors that can fund new functionality through cost savings
    • NMs look for an outsourcing partner that will execute on its promises
    • Appendix I – Vendors Researched for Analysis
    • The following vendors were interviewed for this report:
    • Appendix 2 – List of Salesforce Acquisitions since 2015
    view this reportdownload abstract

  • UX-UI Services

    Oct 11, 2018 | Market Analysis by David McIntire

    NelsonHall’s market analysis of UX-UI Services consists of 49 pages (plus detailed appendices).  [...]

    Table of contents:

    • UX-UI services enable clients to transform how they interact with customers and employees to generate added value
    • 1. Changing Shape of UX-UI Services
    • UX-UI services use research and design thinking to help clients transform their customer or employee digital interactions…
    • …but is shifting to experiences driven by emerging technologies and end to end service design with a quantified value realized
    • 2. Customer Requirements
    • UX-UI Services are evolving from customer-facing web to conversational interactions and service design
    • Past
    • Present
    • Future
    • ~65% of clients engage vendors to support specific identified objectives
    • Benefits sought from engaging a vendor for UX-UI services primarily focus on customer satisfaction and retention with increasing customer base or revenues growing in importance
    • Now and in the future, clients’ primary focus is on a vendor’s onshore design consulting, tailored frameworks and templates and hosting and delivering design thinking sessions
    • Clients are seeing UX-UI services drive improved customer satisfaction scores and improving online conversions
    • Adoption of UX-UI services are inhibited by limited visibility to value realized and time commitments
    • The greatest uptake of UX-UI Services is in consumer-facing industries
    • Mphasis transformed a travel insurance app for a large global insurer to increase conversions by 25%
    • Grow adoption of travel insurance through transformed app
    • Virtusa transformed a restaurant’s mobile ordering app improving NPS by 91 points
    • Restaurant group growing business through mobile ordering
    • NTT DATA’s Digital Entity group help an Italian fintech build a new digital payments business
    • Building a new business through the use of digital UX
    • Foolproof transforms End to End B2B process for Oil Major, reducing cost $7.5m, and improving customer satisfaction
    • Enterprise transformation to drive better user experience
    • 3. Market Size and Forecast
    • Market for UX-UI consulting & implementation services is poised to grow ~15.4% CAAGR to reach $10.8bn by 2022
    • North America places the greatest importance on UX-UI design services today, though APAC and Latin America will grow faster
    • Broad-based growth is led by consumer facing industries such as retail, healthcare, BFSI and transport through 2022
    • 4.1 Vendor Market Shares
    • The global UX-UI services market is led by Accenture, IBM, TCS, NTT DATA, and Infosys
    • 4.2 Vendor Market Shares by Geography
    • The North American UX-UI services market is led by IBM, Accenture, TCS, Infosys and NTT DATA
    • The EMEA UX-UI services market is led by IBM, Accenture, NTT DATA, TCS and Infosys
    • The APAC UX-UI services market is led by Accenture, TCS, NTT DATA, and IBM
    • 5. Vendor Offerings & Targeting
    • The early focus on external facing UX initiatives is evolving and will see an equal number of internal initiatives by 2020
    • As client interest in UX-UI services grows, vendors are helping clients better quantify the value realized from the investment
    • Key business case factors
    • As the scope of UX-UI services grows and evolves, it is increasingly delivered as a bundle with other services
    • Looking beyond customer interface, clients are increasingly looking for vendors to support a full service design transformation
    • Vendors are also engaging to build client’s own internal capabilities in addition to delivering projects
    • 6. Vendor Delivery
    • Vendors are using design thinking processes to collaboratively develop solutions with users and stakeholders
    • User research to inform design process aligns stakeholders with user and customer needs
    • 75% of vendors have invested in dedicated design studios to drive the facilitation of client workshops
    • Vendor design thinking spaces include open collaboration spaces and specialized usability testing rooms
    • Vendors are building UX-UI design capabilities proximate to their clients, and are supported by both local and remote developers
    • Close client and user collaboration drives a majority of UX-UI services to be delivered from client proximate locations
    • IT service vendors are primarily using commercially available tools to support UX-UI services, in particular Adobe
    • 56% of vendors have acquired design agencies to build UX-UI consulting capabilities
    • Investment focuses include UX offerings for emerging areas such as AR/VR and voice and expanding delivery capabilities
    • 7. Challenges and Success Factors
    • Vendors need to be able to quantify the business value of intangible customer or user experiences
    • Developing a Quantified Business Case for UX-UI Services
    • Design agencies and creatives have different culture and priorities than IT service acquirers
    • Integration of Creative Services
    • Key success factors to deliver UX-UI services include a design studio network and service design mindset
    • Appendix I
    • Vendor Investment Priorities
    • Vendors are looking to expand emerging technology, including AR/VR and conversational and voice UI offerings
    • Appendix II
    • Vendor Design Studio Locations
    • Vendor Design Studio Count by Region
    • Appendix III
    • Glossary and Definitions
    • Glossary of Terms
    • Appendix IV
    • Vendors Researched
    • Vendors Researched for Analysis
    view this reportdownload abstract

  • Cloud Infrastructure Brokerage and Orchestration Services

    Sep 25, 2018 | Market Analysis by John Laherty

    Watch video
    NelsonHall's market analysis of cloud infrastructure brokerage and orchestration services industry and trends consists of 64 pages plus detailed appendices. [...]
    view this reportdownload abstract

  • IoT Services

    Jul 09, 2018 | Market Analysis by Dominique Raviart

    NelsonHall's market analysis of the IoT services consists of 58 pages. It provides an in-depth understanding of the dynamics at play in the IoT services market.  [...]

    Table of contents:

    • Changing Shape of the IoT Services Market
    • Customer Requirements:
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Delivery Capabilities and Trends
    • Vendor Offerings and Targeting
    • Vendor Challenges and Success Factors
    • Appendix I – Vendors Researched for Analysis
    view this reportdownload abstract

  • Managed Security Services 2018

    Jul 09, 2018 | Market Analysis by Mike Smart

    NelsonHall’s market analysis of the managed security services market consists of 50 pages.  [...]

    Table of contents:

    • Changing Shape of the MSS Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Vendor Challenges and Success Factors
    • Appendix I - Glossary
    • Appendix II – Vendors Researched for Analysis
    view this reportdownload abstract

  • Cognitive IT Infrastructure Management Services

    May 31, 2018 | Market Analysis by John Laherty

    NelsonHall's market analysis of cognitive IT infrastructure management services industry and trends consists of 62 pages plus detailed appendices. [...]

    Table of contents:

    • Introduction
    • Changing Shape of Cognitive IT Infrastructure Management Services
    • Customer Requirements
    • Market Size and Forecast
    • Vendor Market Shares
    • Vendor Offerings & Capabilities
    • Delivery of Cognitive IT Infrastructure Management Services
    • Challenges and Success Factors
    • Appendix I - Vendors Researched
    • Appendix II - Glossary and Definitions
    view this reportdownload abstract

  • Cloud Advisory, Assessment, and Migration Services

    May 30, 2018 | Market Analysis by David McIntire

    Watch video
      [...]
    view this reportdownload abstract

  • GDPR Services

    May 01, 2018 | Market Analysis by Mike Smart

    NelsonHall's market analysis of GDPR compliance services industry and trends consists of 53 pages. [...]

    Table of contents:

    • Changing Shape of the Compliance Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Vendor Challenges and Success Factors
    • Appendix I - Glossary
    • Appendix II – Vendors Researched for Analysis
    view this reportdownload abstract

  • Big Data and Analytics Services

    Feb 16, 2018 | Market Analysis by Dominique Raviart

    NelsonHall's market analysis of big data and analytics services consists of 65 pages. It provides an in-depth understanding of the dynamics at play in the big data and analytics services market.   [...]

    Table of contents:

    • Changing Shape of Big Data and Analytics Services Market
    • Customer Requirements:
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Trends and Delivery Capabilities
    • Vendor Offerings and Targeting
    • Vendor Challenges and Success Factors
    • Appendix I – Definitions
    • Appendix II – Verticals
    • Appendix III – Methodology for Estimating Vendor Revenues
    • Appendix IV – Vendors Researched for Analysis
    view this reportdownload abstract

  • Impact of Digital on IT Services in the Capital Markets Sector: 2018

    Jan 16, 2018 | Market Analysis by David McIntire

    NelsonHall’s “Impact of Digital on IT Services in the Capital Markets Sector: 2018” 49-page report is based on global interviewing of senior executives across the capital markets sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. The report identifies the principal business issues faced by capital mar [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Leading Capital Markets Companies Looking to Digitalize Operations to Reduce Operating Costs
    • Trade Management is a Major Focus of Integration and Automation Initiatives
    • Modernizing Application Landscapes and Automating IT Operations to Free Up Transformation Budgets
    • Increasingly Using Niche Specialists in Support of Digital Initiatives
    • Market Forecast
    • Key Business Priorities & Initiatives
    • Key IT Initiatives
    • Digital Initiatives Planned
    • Anticipated Changes in IT Budget
    view this reportdownload abstract
browse all market analyses

NEAT Reports are available for this program!

NelsonHall, the leading global BPS analyst firm, now offers a new suite of "speed-to-source" tools to assist Strategic Sourcing Managers in saving time and money, while enhancing the quality of their sourcing decisions in business process services and IT Services.

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Latest IT Services Market Forecast

  • Global ITO Market Forecast: 2017 - 2021

    Jul 26, 2017 | Market Forecast by Dominique Raviart

    NelsonHall's "Global ITO Market Forecast: 2017-2021" consists of 157 pages. It is a forecast of ITO services and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of 81 BPS and 13 ITO service lines, 39 ge [...]
    view this reportdownload abstract

NelsonHall's Self-Service Forecast Tool

This new tool is aimed at assisting executives in accessing the precise market size, growth, and vendor share information they require rapidly and cost-effectively, in support of more-informed decision-making.

access forecast tool

featured blog posts on
IT Services:

  • Amdocs Automates Chatbot Testing with BDD

    Feb 14, 2019, by Dominique Raviart

      NelsonHall continues to explore how cognitive is reshaping software testing services, and here I look at how Amdocs is automating chatbot testing. The market is shifting from continuous testing to cognitive Over the last year, for many testing services providers, the focus evolve[...]

    read post

  • NIIT Technologies Adapts Data & Analytics Around Big Data & AI

    Jan 17, 2019, by Dominique Raviart

      In a recent meeting with NIIT Technologies, we discussed how its Data & Analytics offering has been adapting, with a focus on developments around big data and AI. Here are the main talking points. Overcoming tool fragmentation One priority has been NIIT Tech’s Xpress Su[...]

    read post

  • The Move to B2B Platforms: Q&A with Manuel Sevilla, Capgemini CDO

    Jan 15, 2019, by John Willmott

      Platforms have been increasingly important in B2C digital transformation in recent years and have been used to disintermediate and create a whole raft of well-known consumer business opportunities. B2B platforms have been less evident during this period outside the obvious ecosystems b[...]

    read post

  • DXC Bets $2bn on Recovery of Luxoft to Scale its Digital Capabilities

    Jan 08, 2019, by David McIntire

    Yesterday morning, DXC announced its intended acquisition of Luxoft in an all cash transaction of $59 per share, around $2bn. This represents a 48% premium over Luxoft’s average closing share price over the previous ninety days (and ~86% premium on Friday’s closing price). The deal i[...]

    read post

  • Wipro’s Topcoder & The Future of Crowdsourcing

    Dec 19, 2018, by Dominique Raviart

      We recently had a briefing with Topcoder, an entity acquired by Wipro in 2016. Topcoder is known for its crowdsourcing capabilities and its extensive community network and recognized for the wide range of services it offers across several areas of technology services, with a focus on a[...]

    read post
view all blog posts

latest blog posts on
IT Services:

  • Amdocs Automates Chatbot Testing with BDD

    Feb 14, 2019, by Dominique Raviart

      NelsonHall continues to explore how cognitive is reshaping software testing services, and here I look at how Amdocs is automating chatbot testing. The market is shifting from continuous testing to cognitive Over the last year, for many testing services providers, the focus evolve[...]

    read post

  • NIIT Technologies Adapts Data & Analytics Around Big Data & AI

    Jan 17, 2019, by Dominique Raviart

      In a recent meeting with NIIT Technologies, we discussed how its Data & Analytics offering has been adapting, with a focus on developments around big data and AI. Here are the main talking points. Overcoming tool fragmentation One priority has been NIIT Tech’s Xpress Su[...]

    read post

  • The Move to B2B Platforms: Q&A with Manuel Sevilla, Capgemini CDO

    Jan 15, 2019, by John Willmott

      Platforms have been increasingly important in B2C digital transformation in recent years and have been used to disintermediate and create a whole raft of well-known consumer business opportunities. B2B platforms have been less evident during this period outside the obvious ecosystems b[...]

    read post

  • DXC Bets $2bn on Recovery of Luxoft to Scale its Digital Capabilities

    Jan 08, 2019, by David McIntire

    Yesterday morning, DXC announced its intended acquisition of Luxoft in an all cash transaction of $59 per share, around $2bn. This represents a 48% premium over Luxoft’s average closing share price over the previous ninety days (and ~86% premium on Friday’s closing price). The deal i[...]

    read post

  • Wipro’s Topcoder & The Future of Crowdsourcing

    Dec 19, 2018, by Dominique Raviart

      We recently had a briefing with Topcoder, an entity acquired by Wipro in 2016. Topcoder is known for its crowdsourcing capabilities and its extensive community network and recognized for the wide range of services it offers across several areas of technology services, with a focus on a[...]

    read post
view all blog posts

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