It's no secret that new digital technologies, especially cloud, analytics, mobility, IoT, cognitive, and blockchain, are causing huge amounts of disruption across the entire technology landscape. This program focuses not so much on what these technologies are but rather what effect they are having upon the services market. These effects can be classified into three megatrends: Services Evolution, Services Economics, and Services Ecosystem. Services Evolution represents how the IT department is moving from being traditionally viewed as a cost center to a competitive advantage in a company's strategy. Companies are realizing that digital technology must be embedded in every piece of their organization, and perhaps more importantly, this technology must be used to transform their business model. Services Economics represents the fundamental change in the way services are both contracted and delivered. In terms of contracting, customers are valuing flexibility more than cost as the pace of change is making customers weary of getting into long-term arrangements. Customers are also looking for flexibility in pricing as variable opex costs enable them to be nimbler compared with fixed capex costs. Services Ecosystem represents how the technology competitive environment is no longer isolated to the traditional hardware/software/services trichotomy, but rather vendors are basing their portfolios on the needs of their customers. To achieve this, this program leverages the insight of 120 analysts, based in 52 countries, whose subject matter expertise spans across project-oriented, outsourcing, and support and training services to provide a 30,000ft view of the major trends shaping the services market. In addition, this program leverages several IDC data sources, which include the BuyerPulse Deals Database, 126 market forecasts across 18 submarkets and 8 regions, vendor revenue by foundation market and region for 410 services vendors, and multiple IDC-generated market research surveys.
- Three services macromarkets: Project-oriented, outsourcing, and support and training services (split into 14 foundation markets)
- Current and future market trends for services in major regions of the world
- How enterprises buy services and evaluate service providers
- Competitive strategies and market perception of service vendors
- Profitability of the services industry by market
- How pricing deals are structured in services
- Forecast and Forecast Update — provides five-year forecast and qualitative commentary alongside IDC's 14 services foundation markets and 7 regions
- Leading Indicators Survey — surveys 300 demographically diverse purchasers of business and IT services to determine what key factors influence their buying decisions
- Market Share — services revenue for the top 10 largest services vendors by total services, macromarket, and macroregion
- Financial Metrics — new research initiatives around services profitability and services pricing, with plans to add more
- Vendor Events — IDC analyst commentary of vendor analyst events
- In addition to the insight provided in this service, IDC may conduct research on specific topics or emerging market segments via research offerings that require additional IDC funding and client investment.
- What are the most significant global and regional trends shaping the services industry?
- How can service firms successfully establish ecosystems that include a variety of industry players to address opportunities such as IoT?
- Which are the top service players in the world and why?
- How can an IT product company successfully compete in the services market?
- To what extent are customers planning to increase/decrease their spending on IT services in the coming year, and where will they make those investments?
- What upcoming business models do we expect will emerge in the evolving services industry?
AT&T Inc., Accenture plc, Amazon.com, Inc., Atos S.A., BT Group plc, CGI Group Inc., Capgemini S.A., Cisco Systems, Inc., Cognizant Technology Solutions Corporation, Convergys Corporation, DXC Technology, Dell Inc., Deloitte, Deutsche Telekom AG, EMC Corporation, Ernst & Young, Fujitsu Limited, Google Inc., HCL, Hewlett Packard Enterprise, Hitachi, Ltd., IBM, Infosys Limited, KPMG International, Microsoft Corporation, NEC Corporation, Nippon Telegraph and Telephone Corporation, Northrop Grumman Corporation, Oracle Corporation, PricewaterhouseCoopers LLP, SAP AG, Salesforce.com, Inc., Tata Consultancy Services Limited, Tech Mahindra Limited, Unisys Corporation, Verizon Communications, Inc., Wipro Limited, Xerox Corporation