Enterprises are undergoing a transformative shift from traditional service-level agreements (SLAs) to experience-level agreements (XLAs) in their end-user computing services contracts. It allows them to focus on parameters impacting business outcomes, such as service accuracy, technology adoption, and employee experience. They leverage AI-driven solutions to optimize device management by predicting refresh and maintenance needs and RPA-enabled chatbots to empower end users with self-service options. End-user computing service providers can help organizations optimize their device life cycle, perform persona-based analytics, deploy sustainability accelerators, and virtualize workplace assets.
Both demand-side and supply-side trends are covered in Avasant’s End-user Computing Services 2023 Market Insights™ and End-user Computing Services 2023 RadarView™, respectively. These reports present a comprehensive study of end-user computing service providers and closely examine the market leaders, innovators, disruptors, and challengers.
We evaluated 32 service providers across three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of the 32 providers, we recognized 24 that brought the most value to the market during the past 12 months.
The report recognizes service providers in four categories:
- Leaders: Accenture, Cognizant, DXC, HCLTech, Infosys, TCS, Unisys, and Wipro
- Innovators: Atos, Capgemini, Dell Technologies, Fujitsu, HP, NTT DATA, Tech Mahindra, and Zensar
- Disruptors: Computacenter, ITC Infotech, Kyndryl, Orange Business, and Stefanini
- Challengers: Birlasoft, Happiest Minds, and Mphasis
Figure 1 below from the full report illustrates these categories:
“End-user computing services enable businesses to create a conducive work environment for improved productivity,” said Henry Guapo, Partner at Avasant. “Enterprises should consider a comprehensive approach, emphasizing business outcomes when choosing a service provider, rather than solely focusing on their technical prowess.”
The reports provide several findings, including the following:
- Evolving needs for updating end-point security measures, enabling remote device management, minimizing workplace carbon footprint, improving collaboration, and automating repetitive and administrative tasks are key factors driving the demand for end-user computing services.
- Businesses are taking multiple measures to align their end-user computing transformation initiatives with broader environmental objectives. It includes deploying ESG analytics, refining infrastructure sourcing strategies, and enhancing employee awareness of sustainability goals.
- Enterprises are increasingly adopting modern collaboration and productivity suites, which offer multichannel communication features, user experiences tailored to personas, immersive collaboration using VR and metaverse solutions, and improved video conferencing quality through AI technologies.
- Service providers are investing over 35% of their end-user computing investment budget in asset development. These include investing in persona-based employee experience platforms, sustainability accelerators, self-service and proactive maintenance tools, and smart workplace solutions.
“AI solutions are disrupting end-user computing service delivery through self-healing capabilities and enhanced device performance,” said Premal Shah, Lead Analyst with Avasant. “Enterprises utilize these solutions not only to automate support but also to expedite sustainability objectives and enrich user collaboration.”
The End-user Computing Services 2023 RadarView™ also features detailed RadarView profiles of 24 service providers, along with their solutions, offerings, and experience in assisting enterprises in their end-user computing transformation journeys.