Intelligent ITOps Services 2021–2022 RadarView™

October, 2021


Report Summary

This RadarView addresses the need for enterprises to adopt intelligent ITOps services to enhance collaboration, predictability, data aggregation and correlation, anomaly detection, and compliance across the IT infrastructure. It covers key trends shaping the market and top bets made by service providers.

The report features detailed RadarView profiles of the 24 service providers, along with their solutions, offerings, and experience in assisting enterprises in their IT operations journeys. It also demonstrates how providers are incorporating cognitive capabilities into their proprietary platforms to accelerate autonomous IT functioning. Each profile provides an overview of the service provider, their products and modules, and a list of clients and partnerships, along with brief client case studies. Each profile concludes with analyst insights on the provider’s practice maturity, partner ecosystem, and investments and innovation.

Why read this RadarView?

Enterprises are moving from reactive to proactive IT operations by leveraging intelligent automation to reduce unplanned downtime. About 60% of IT operations management contracts leverage AIOps, compared to traditional monitoring, primarily for event correlation and analysis, unified incident management, and automated remediation. Banking and retail sectors are at the forefront of this transition. These trends, and others, are covered in our Intelligent ITOps Services 2021–2022 RadarView.

The report highlights key market trends in the IT operations space and Avasant’s viewpoint. It aids companies in identifying top service providers to assist them in IT operations by implementing intelligent ITOps services. It also offers an analysis of each service provider’s capabilities in technology and delivery support, thus enabling organizations to identify the right strategic partners for ITOps.

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Featured providers

This RadarView includes a detailed analysis of the following intelligent ITOps service providers: Accenture, Atos, Capgemini, CGI, Coforge, Cognizant, CSS Corp, DXC, HCL, Hexaware, IBM, Infosys, LTI, Microland, Mindtree, Mphasis, NTT DATA, Softtek, TCS, Tech Mahindra, UST, Virtusa, Wipro, and Zensar.


The industry insights and recommendations presented are based on our ongoing interactions with enterprise CXOs and other key executives; targeted discussions with service providers, subject matter experts, and Avasant Fellows, along with lessons learned from consulting engagements.

Our evaluation of service providers is based on primary input from the providers, focused briefings, public disclosures, validation from their clients, and Avasant’s ongoing market interactions. The assessment is across the three dimensions of practice maturity, partner ecosystem, and investments and innovation, leading to our recognition of those service providers that have brought the most value to the market over the last 12 months.

Table of contents

About the report (Page 3)

Executive summary (Pages 4–8)

    • Key enterprise ITOps trends shaping the market
    • Recommendations for enterprises
    • Avasant recognizes 24 top-tier providers supporting the enterprise adoption of intelligent ITOps

Lay of the land (Pages 9–22)

    • Technology trends boosting demand for SaaS models
    • Intelligent ITOps emerging as a critical area of spending for retail and banking
    • Enterprises exploring new business KPIs to derive maximum value from their ITOps services contracts
    • IT teams reducing cost with self-healing and low-code solutions
    • Companies transitioning from a reactive to a proactive IT strategy to reduce unplanned IT downtime
    • Providers investing in self-enabling and advanced automation solutions to enable autonomous IT infrastructure for clients
    • Provider tools becoming fundamental components of the engagement for cost efficiency and best-of-breed capabilities

RadarView overview (Pages 23–28)

    • Methodology and coverage
    • Interpretation of classification
    • RadarView assessment

Service provider profiles (Pages 29–77)

    • Detailed service provider profiles providing a 360-degree view for Accenture, Atos, Capgemini, CGI, Coforge, Cognizant, CSS Corp, DXC, HCL, Hexaware, IBM, Infosys, LTI, Microland, Mindtree, Mphasis, NTT DATA, Softtek, TCS, Tech Mahindra, UST, Virtusa, Wipro, and Zensar.

Key contacts (Page 79)

Read the Research Byte based on this report.