ISG Provider Lens Report Finds Many US Companies Exploring Ways to Replace Slas With Experience Level Agreements.
Enterprises in the US are embracing digital workplace services that enhance employees’ work experiences, rather than ones that integrate easily with the existing company environment, according to a new report published by Information Services Group , a leading global technology research and advisory firm.
The 2019-2020 ISG Provider Lens Digital Workplace of the Future Report for the US focuses on technology and services that enable employees to access their work profiles, data and applications anytime and from anyplace. US enterprises are increasingly drawn to technologies and tools that result in high employee engagement, the report says.
“The digital workplace is driven by employees’ preference to use technology of their own choice and by the increased relevance of emerging technologies and the diverse possibilities they bring,” said Jan Erik Aase, director and global leader, ISG Provider Lens Research. “Enterprises are focusing on end-user experience enablement and its measurement.”
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To measure user engagement, US enterprises are starting to consider replacing the traditional service-level agreements (SLAs) they have with providers in the digital workplace market with end-user experience level agreements (XLAs), based on measurable end-user experience enhancements, the report says.
XLA-based contracts have not yet achieved wide adoption, however, because both enterprise customers and digital workplace service providers are still figuring out ways to structure the deals, the report says. Customers and providers are looking at ways to generate end-user experience data by continuously monitoring system, network, device and application performance.
As a way to address employee engagement, enterprise IT organizations are also increasingly focusing on segmenting end-user personas based on demographics, including employee likes and dislikes, the report says. Many enterprise IT organizations are also investing or considering investments in employee self-help and self-service tools like vending machines, chatbots and kiosks.
The report also sees broad interest in smart workplaces and meeting rooms as well as intelligent campuses. Service providers are investing in these capabilities by partnering with Internet of Things vendors.
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Progressive IT organizations at US enterprises are also focused on using artificial intelligence and augmented and virtual reality to enhance and improve end-user productivity, the report adds. Some enterprises are using intelligent automation and cognitive intelligence to improve end-user experience by having a bot or virtual agent act as personal digital assistants or digital twins of employees.
The 2019-2020 ISG Provider Lens Digital Workplace of the Future Report for the US evaluates the capabilities of 29 providers across four quadrants: Digital Workplace Consulting Services, Managed Services – Workplace Support, Managed Services – Mobility Support, and Managed Services – Mobility Support for the Midmarket.
The report names HCL as a leader in all four quadrants, while DXC Technology, IBM, TCS, Unisys and Wipro are named as leaders in three. Accenture, Atos, Cognizant and NTT DATA are leaders in two quadrants, and Capgemini, CSS Corp., Stefanini and Zensar are leaders in one.
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