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Track the pattern of service adoption by monitoring IT Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

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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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Covered vendor profiles within the IT Services program

featured market analyses
in IT Services:

  • Impact of Digital in the Retail Property & Casualty Sector: 2019

    Mar 28, 2019 | Market Analysis by David McIntire

    NelsonHall’s “Impact of Digital in Retail Property & Casualty: 2019” 53-page report is based on global interviewing of senior executives across Retail Property & Casualty sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. The report identifies the principal business issues faced by Retail Prop [...]

    Table of contents:

    • Abstract
    • 1. Introduction
    • A. Objectives
    • B. Methodology
    • C. Structure of the Report
    • 2. Executive Summary
    • D. Digital Initiatives Key to Premium Pricing and New Business Acquisition
    • E. Retail Property & Casualty IT Initiatives Focus on Modernization, Cloud Enablement, and Automation to Accelerate Time to Market
    • F. Prioritizing Cloud Native Development, Digital Expertise and Increased Use of SaaS
    • 3. Market Forecast
    • 4. Key Business and IT Issues & Initiatives
    • A. Business Issues
    • B. IT Initiatives
    • 5. Digital Initiatives
    • 6. Changes in Spend
    view this reportdownload abstract

  • Software Testing Services: AI and Digital Lead Investment in Next-Gen Testing

    Mar 11, 2019 | Market Analysis by Dominique Raviart

    NelsonHall's market analysis of the software testing services, digital testing services, and crowdtesting market consists of 79 pages. It provides an in-depth understanding of the dynamics at play in the software testing services and focuses on next-gen testing services, defined as follows: mobile testing, UX testing, RPA and testing, AI and te [...]

    Table of contents:

    • 1) Changing Shape of the Software Testing Services Market
    • 2) Customer Requirements
    • 3) Market Size and Growth
    • 4) Vendor Market Shares
    • 5) Delivery Trends and Vendor Delivery Capabilities
    • 6) Vendor Offerings and Targeting
    • 7) Vendor Challenges and Success Factors
    • Appendix I – Definitions
    • Appendix II – Vendors Researched for Analysis
    view this reportdownload abstract

  • Impact of Digital on IT Services in Healthcare Provider: 2019

    Mar 07, 2019 | Market Analysis by David McIntire

    NelsonHall’s “Impact of Digital on IT Services in Healthcare Provider: 2019” 54-page report is based on global interviewing of senior executives across Healthcare Provider sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. The report identifies the principal business issues faced by Healthcare Provide [...]

    Table of contents:

    • Abstract
    • 1. Introduction
    • 2. Executive Summary
    • 3. Market Forecast
    • 4. Key Business and IT Issues & Initiatives
    • 5. Digital Initiatives
    • 6. Changes in Spend
    view this reportdownload abstract

  • Advanced Digital Workplace Services

    Feb 20, 2019 | Market Analysis by John Laherty

    NelsonHall’s market analysis of advanced digital workplace services consists of 71 pages. [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of Digital Workplace Services
    • 3. Customer Requirements
    • 4. Market Size and Forecast
    • 5. Vendor Market Shares
    • 6. Vendor Offerings & Capabilities
    • 7. Delivery of Digital Workplace Services
    • 8. Challenges and Success Factors
    • Appendix I
    • Appendix II
    view this reportdownload abstract

  • 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
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 Client Perspective

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.

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featured blog posts on
IT Services:

  • Integration & Autonomy: Common Traits of Successful Creative Acquisitions in IT Services

    Apr 23, 2019, by David McIntire

      In recent years, many IT services firms have been aggressively acquiring new capabilities in creative areas such as design. One of the key challenges they face in acquiring such firms is managing what can be a significant culture gap between the flexibility of small creative firms a[...]

    read post

  • Cognizant Looks to Automate Testing of Connected Devices

    Apr 10, 2019, by Dominique Raviart

      NelsonHall has been commenting recently on the future of testing, looking at how AI algorithms and RPA tools fit in the context of QA. This blog takes a different perspective by looking at how one of the tier-one software testing service vendors is approaching its testing of bots and c[...]

    read post 1 comments

  • Sopra Steria: Building on Big Data & Analytics Initiatives

    Apr 08, 2019, by Dominique Raviart

      We recently talked with Sopra Steria about its work and capabilities around big data and analytics. The company has created a Data Science CoE (or Technology Stream in Sopra Steria’s terminology), which brings specialized services and expertise to the various in-country systems i[...]

    read post

  • HCL Technologies’ RPA Initiatives for Software Testing

    Mar 12, 2019, by Dominique Raviart

      NelsonHall has commented several times on how vendors have been introducing AI into their QA/software testing activities; for example, to enhance defect analysis and prediction. We have talked less about the use of RPA because it did not seem to bring much innovation on top of what [...]

    read post

  • Advance 2021: The Road Ahead for Atos

    Mar 01, 2019, by Rachael Stormonth

    It is a decade since Thierry Breton assumed the mantle of CEO and Chairman at Atos, his arrival marking the end of a troubled period for the company. In that time, the company has improved its profitability (when he arrived, its operating margin was just 4.8% and all service lines were experienc[...]

    read post
view all blog posts

latest blog posts on
IT Services:

  • Integration & Autonomy: Common Traits of Successful Creative Acquisitions in IT Services

    Apr 23, 2019, by David McIntire

      In recent years, many IT services firms have been aggressively acquiring new capabilities in creative areas such as design. One of the key challenges they face in acquiring such firms is managing what can be a significant culture gap between the flexibility of small creative firms a[...]

    read post

  • Cognizant Looks to Automate Testing of Connected Devices

    Apr 10, 2019, by Dominique Raviart

      NelsonHall has been commenting recently on the future of testing, looking at how AI algorithms and RPA tools fit in the context of QA. This blog takes a different perspective by looking at how one of the tier-one software testing service vendors is approaching its testing of bots and c[...]

    read post 1 comments

  • Sopra Steria: Building on Big Data & Analytics Initiatives

    Apr 08, 2019, by Dominique Raviart

      We recently talked with Sopra Steria about its work and capabilities around big data and analytics. The company has created a Data Science CoE (or Technology Stream in Sopra Steria’s terminology), which brings specialized services and expertise to the various in-country systems i[...]

    read post

  • HCL Technologies’ RPA Initiatives for Software Testing

    Mar 12, 2019, by Dominique Raviart

      NelsonHall has commented several times on how vendors have been introducing AI into their QA/software testing activities; for example, to enhance defect analysis and prediction. We have talked less about the use of RPA because it did not seem to bring much innovation on top of what [...]

    read post

  • Advance 2021: The Road Ahead for Atos

    Mar 01, 2019, by Rachael Stormonth

    It is a decade since Thierry Breton assumed the mantle of CEO and Chairman at Atos, his arrival marking the end of a troubled period for the company. In that time, the company has improved its profitability (when he arrived, its operating margin was just 4.8% and all service lines were experienc[...]

    read post
view all blog posts

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