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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
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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.

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