ISG Provider Lens Report Finds Many Companies Worldwide Using Digital Workplace Vendors to Cater to Employee Preferences
Enterprises across the globe are reinventing their work environments to accommodate employee preferences, with digital workplace vendors helping companies measure end-user experience, according to a new report published by Information Services Group , a leading global technology research and advisory firm.
The 2020 ISG Provider Lens™ Digital Workplace of the Future Archetype Report also finds software-as-a-service providers emerging as competition to dominant workplace technology vendor Microsoft, particularly in the productivity space. But clients see Microsoft’s continuous improvements and enhancements in its new cloud solutions as well suited for the modern workplace environment.
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Even with Microsoft’s advantage, an enterprise workplace revolution, driven by consumer technologies, is taking place, said Jan Erik Aase, director and global leader, ISG Provider Lens Research. “What was confined to end-user computing and a one-size-fits-all approach is now heavily driven by the choices and preferences of employees,” he said. “Most enterprises understand the importance of workplace personalization and are either working toward it or have it among their immediate goals.”
In many cases, enterprises are sticking with Microsoft because it is easier to manage and enable a familiar solution than to try out new products, the report says. In recent years, Microsoft has made improvements to its mobile device management capabilities and its on-premises PC management, and it has revolutionized the virtual desktop space, the report notes.
In addition to personalization, enterprises are interested in measuring employee experience, the report says. Because workplace technology is directly tied to how employees work, there is a growing interest in being able to measure the effectiveness of technology enablement and how much it enhances user experience.
Enterprises use this measurement, often called employee experience, to determine whether their systems and apps are performing as users expect, the report says. There is a strong focus on analytics to measure device health, application working patterns and employee satisfaction with enterprise IT help and support.
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The ISG Provider Lens Digital Workplace of the Future Archetype Report examines four different types of clients, or archetypes, that are looking for digital workplace services. The report evaluates the capabilities of 22 providers to deliver services to the four archetypes:
Transformation-oriented archetype: These clients have a complex workplace environment, and their enterprise IT function is not fully integrated with business-led objectives. They are on a journey of major workplace transformation, and they adopt transformative initiatives to improve their IT service delivery and achieve operational efficiency.
Cloud-enabled SaaS workspaces archetype: These clients are accelerating the adoption of the omnipresent SaaS-based workspace. They are focused on an anytime, anywhere, any device or platform workplace environment. They have identified end-user personas and are seeking to create a persona-focused workplace. Cloud-enabled SaaS workspaces clients aim for productivity improvements in addition to cost optimization.
Digital collaborative archetype: These clients have a simplified and digitally dexterous workplace environment. Enterprise IT is deeply integrated with their businesses. These clients seek strong business benefits from a collaborative workplace. End users expect a consumer-grade experience from enterprise IT.
Next-gen smart workplace archetype: These organizations are large, mature outsourcing clients that have a highly distributed, complex workplace environment. They keep tabs on emerging technologies and are continuously exploring ways to leverage newer technologies for business and productivity gains. Enterprise IT is strategically important for their businesses. They look for digital workplace solutions that integrate with business operations and enable the entire workforce, from the frontline worker to the back-office knowledge worker.
Among the providers ISG evaluated, Atos, Capgemini and HCL were named leaders across all four archetypes. Fujitsu, Infosys, TCS and Wipro were named leaders in three archetypes, and Accenture, Cognizant, Computacenter, IBM, Unisys and Zensar were named leaders in two. Mphasis was named a leader in one archetype.
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