Artificial Intelligence (AI) refers to products and services that enable machines to perform tasks typically requiring human intelligence—such as learning, reasoning, problem-solving, perception, and language understanding. This category includes markets that focus on helping organizations build, deploy, and scale intelligent systems, utilizing AI across multiple industries through technologies like machine learning, natural language processing, computer vision, and generative AI.
Gartner defines the outsourced digital workplace services (ODWS) market as the capabilities required of a provider to deliver consulting, implementation and/or support services to end users who depend on endpoint devices and applications to conduct business. Services offered by ODWS vendors include integrated and ubiquitous digital workplace (DW) services to increase employee engagement, productivity and digital dexterity in support of the organization’s business strategy.
Service integration and management (SIAM) refers to the provision of technology consulting, project implementation and operational management services across multiple external and internal IT and business process service providers. These services coordinate and integrate service delivery and the alignment of service management processes. The goal of SIAM is to achieve seamless end-to-end service outcomes with a single point of accountability in a multisourced IT services environment or ecosystem. SIAM services can also be delivered internally; however, in this context, we cater to SIAM functions delivered by external SIAM providers. SIAM is typically used in multisourced infrastructure and application outsourcing initiatives. It also applies to business process outsourcing (BPO) and can integrate other business functions such as finance and HR. Consumers of SIAM who want to achieve seamless end-to-end service outcomes from the SIAM provider relinquish the responsibility of managing service delivery quality, resulting in a hybrid IT services ecosystem. A SIAM provider is usually a third party contracted by an organization to act as its agent for coordinating and connecting services and sources in an environment that uses a neutral third party (internal and external) for IT and business process services delivery. The SIAM provider has a direct contractual relationship with the organization rather than with the external sources engaged (as it would under a prime or general contractor arrangement).