Product Code: US45374020
This IDC study provides IDC's top 10 predictions for worldwide services for 2021 and beyond."Organizations' reliance on service firms has grown since the pandemic as assistance is sought to adapt and even thrive in a dramatically different environment. Buyers should assess their service firm partners on the degree to which they have been able to fluidly pivot and adapt during this time, leveraging not only key digital tools such as cloud, analytics, and automation but also the ability to continuously improve employee and customer experience," says Rebecca Segal, group VP, Worldwide Services at IDC.
IDC FutureScape Figure
Executive Summary
IDC FutureScape Predictions
- Summary of External Drivers
- Predictions: Impact on Technology Buyers
- Prediction 1: By 2025, Three-Quarters of Organizations Looking to Drive Revenue Growth Will Only Select Vendors That Can Offer a Portfolio of Strategy, Design, and Technology Services
- Associated Drivers
- IT Impact
- Guidance
- Prediction 2: By 2024, Nearly 55% of Firms Will Utilize PaaS as the Primary Application Development Platform to Develop Custom Applications and Drive DevOps Maturity Deeper Through Their Application Portfolios
- Associated Drivers
- IT Impact
- Guidance
- Prediction 3: By the End of 2021, 70% of Organizations with Mature EX Programs Will Have Returned to Pre-2020 Growth Trajectories Compared with Only 20% of Organizations with Immature EX Programs
- Associated Drivers
- IT Impact
- Guidance
- Prediction 4: By 2022, over 90% of Vendors' Innovation Centers Will Be Repurposed as Hybrid Virtual and Physical Innovation Networks Rather Than as Dedicated Spaces Where People Must Meet Face-to-Face to Innovate
- Associated Drivers
- IT Impact
- Guidance
- Prediction 5: By 2023, More than 70% of Firms Will Use Multicloud Management Platform Capabilities as Part of Managed Cloud Services to Standardize Toolsets, Ensure Quality of Service, and Enable Demand Management
- Associated Drivers
- IT Impact
- Guidance
- Prediction 6: By the End of 2021, 32% of Organizations Will Be Leveraging Employee Persona-Based Profiles to Provide an Enhanced Employee Experience
- Associated Drivers
- IT Impact
- Guidance
- Prediction 7: By 2023, over Two-Thirds of G2000 Organizations Will Have Incorporated Service Delivery Resilience Assessment and Assurance into over 75% of Their Externally Sourced Business and IT Services
- Associated Drivers
- IT Impact
- Guidance
- Prediction 8: By 2022, Just over 50% of Organizations with 1,000+ Employees Will Accelerate Their Digital Transformation Projects (as 36% Are Accelerating Now), Making the Remaining Firms Increasingly Disadvantaged
- Associated Drivers
- IT Impact
- Guidance
- Prediction 9: By 2024, over 75% of Organizations Will Implement Some Level of Automation Across Multiple Processes to Drive a Higher Level of Process Optimization and to Free Up Operational Cash
- Associated Drivers
- IT Impact
- Guidance
- Prediction 10: By 2024, More than 45% of Organizations Will Prioritize Faster Turnaround and Speed to Value as One of the Top 3 Vendor Criteria in Selecting Services Vendors
- Associated Drivers
- IT Impact
- Guidance
Advice for Technology Buyers
External Drivers: Detail
- Accelerated Disruption - Crisis, Resilience, and Opportunity
- Strategic Innovation - Shaping the Future Enterprise Today
- The Next Normal - Resilient Business and Operating Models
- Geopolitical Risk - Societal and Economic Tensions Escalate
- Rethinking Globalization - Disruptions Challenge Resilience
- Digital Platform - Ecosystems at Scale
- Work Transformation - Redefining Teams, Skills, and Leadership
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