The 2020 ISG Provider Lens SIAM and ITSM Report for the U.S. finds the market for SIAM and ITSM services undergoing fundamental change, with vendors investing heavily in automation capabilities and emerging technologies to deliver new value to customers.
Intelligent automation can integrate systems of record with systems of engagement to make decisions or trigger activities based on extensive solution catalogues, the report says.
In their quest to constantly improve customer experience and business efficiency, enterprises are relying on a growing number of integrated IT services, many coming from a large group of outside vendors. An increasingly complex IT operations management environment is leading to growing demand for SIAM services, the report noted.
IT needs to rethink ITSM and SIAM approaches
“Labor shortages, along with the need for deep knowledge about a variety of new and complex technologies, is compelling IT departments to rethink their management approaches,” said Jan Erik Aase, director and global leader, ISG Provider Lens Research. “The demand for managed services is growing, and vendors are developing high-tech solutions with a focus on zero-touch operating models to guarantee a sustainable business IT environment.”
Using automation, commercial enterprise resource planning tools can be connected with smart factory systems to offer build-to-order services to customers, and a smart factory can reach out to suppliers to ensure just-in-time delivery, the report says. With new SIAM or ITSM services, companies can offer virtual reality or augmented reality tools to customers so they can, for example, design a kitchen or select curtains for a living room using a smartphone camera.
SIAM vendors are helping customers use analytical tools to transform correlated data into valuable information and insights, the report says. User experience is improved by using highly sophisticated natural language processing techniques across a variety of input channels to create a seamless and personalized human-machine experience.
The report finds the SIAM or ITSM market shifting from IT to business technology, giving customers of a company direct access to business warehouse information, enterprise resource planning tools, and details about product design, availability or delivery dates.