This IDC study, using demand-side results from a 4Q13 IDC survey of more than 400 U.S. respondents, highlights how the increased shift of U.S. customer adoption of mobile capabilities is forcing the traditional desktop outsourcing services market to make fundamental changes that will result in providing users with mobile-enabled, hosted cloud services for a broad range of business needs. These needs involve different types of mobile capabilities including communications and productivity, access to enterprise applications (e.g., CRM, SCM, ERP), and emerging capabilities driven by Internet of Things (IoT) and machine to machine(M2M). Finally, this document provides analysis on the impacts of this shift to a new generation of desktop outsourcing services as well as guidance for outsourcers, service providers, and technology firms that are competing in or would look to pursue opportunities in this dynamically evolving market.
"Success for vendors looking to compete as providers of the next generation of desktop outsourcing will require them to provide these services using a mobile-enabled, hosted set of cloud services, which will be accompanied by a fundamental shift in the types of players that will compete in this space along with the capabilities required to meet customer needs," said David Tapper, VP, Outsourcing and Offshore Services at IDC. "Players looking to compete in this market need to understand not only the structure and ecosystem of providers playing in this space, and what is their optimal position, but also that success will require creating a new brand and value proposition; providing value-added services such as personalization, analytics, and dual identify; and pursuing new markets to offset cannibalization of traditional desktop outsourcing."
App stores, Customer relationship management applications, Enterprise mobility, Infrastructure as a service, Internet of things, Mobile consumer, Mobility, Network and desktop outsourcing services, Networking and connectivity devices, Platform as a service, Sales enablement, Sales operations, Smartphone, Software as a service, Supply chain management applications, iPad