ISG Providerlens™ Quadrant Report

Digital Business A research report comparing provider Transformation strengths, challenges and competitive Global 2019 differentiators

Quadrant Report

Customized report courtesy of: November 2018 ISG Provider Lens™ Quadrant Report | November 2018 Section Name About this Report

Information Services Group, Inc. is solely responsible for the content of this report. ISG Provider Lens™ delivers leading-edge and actionable research studies, reports and consulting services focused on technology and service providers’ strength and Unless otherwise cited, all content, including illustrations, research, conclusions, weaknesses and how they are positioned relative to their peers in the market. These assertions and positions contained in this report were developed by and are the sole reports provide influential insights accessed by our large pool of advisors who are property of Information Services Group, Inc. actively advising outsourcing deals as well as large numbers of ISG enterprise clients who are potential outsourcers. The research and analysis presented in this report includes research from the ISG

Provider Lens™ program, ongoing ISG Research programs, interviews with ISG advisors, For more information about our studies, please email [email protected], briefings with services providers and analysis of publicly available market information call +49 (0) 561-50697537, or visit ISG Provider Lens™ under ISG Provider Lens™. from multiple sources. The data collected for this report represents information that was current as of August, 31, 2018. ISG recognizes that many mergers and acquisitions have taken place since that time but those changes are not reflected in this report.

The lead authors for this report are Dr. Kenn Walters. The editor is Jan Erik Aase. ISG Research™ provides subscription research, advisory consulting and executive event services focused on market trends and disruptive technologies driving change in business computing. ISG Research™ delivers guidance that helps businesses accelerate growth and create more value.

For more information about ISG Research™ subscriptions, please email [email protected], call +49 (0) 561-50697537 or visit research.isg-one.com.

© 2018 Information Services Group, Inc. All Rights Reserved. 1 Executive Summary © 2018 Information Services Group, Inc. All rights reserved. 4 Introduction Reproduction of this publication in any form without prior 16 Enabling the Digital Customer Journey permission is strictly prohibited. Information contained in this 28 Digital Enterprise Operations report is based on the best available and reliable resources. 39 Digital Transformational Platforms (PaaS) Opinions expressed in this report reflect ISG’s judgment at the 52 Digital Transformational Services (aaS) time of this report and are subject to change without notice. 64 Digital Product Creation & Customization ISG has no liability for omissions, errors or completeness of information in this report. ISG Research™ and ISG Provider Lens™ 75 Digital Continuous Delivery – Increasing Enterprise Agility are trademarks of Information Services Group, Inc. 86 Blockchain as a Service 102 Methodology ISG Provider Lens™ Quadrant Report | November 2018 Section Name Executive Summary ExecutiveEXECUTIVE Summary SUMMARY

While digital transformation has been one of the hottest topics of discussion among Digital transformation evolves through virtualization in the technology and operations enterprises, consultancies, research companies and academics for as long as a decade, it spaces, and also includes integrating the virtual and physical worlds. From the systems is inherently difficult to understand fully in terms of scope, breadth of reach and potential and IT infrastructure perspective, "virtual" refers to running on the cloud and includes impacts across the enterprise. Digital transformation comprises many technological topics, software defined architecture and infrastructures. Digital transformation of functions business coverage areas, organizational functions and business processes. As organizations includes automation, artificial intelligence (AI) and cognitive technologies. These are analyze these digital transformational areas, the Internet of Things (IoT) and information coupled with feedback and analytical capabilities that can be applied in both the real world and communication technology (ICT)-enabled world is increasingly evolving, causing (such as production facilities, customer contact centers, retail environments and other exponential change. customer interaction points, including mobile) and in the virtual world by automating the response and interaction with clients, partners and governments. Enterprises are by necessity evaluating means to increase their competitiveness. A large part of this challenge is not just technological, but also related to transforming Digital business responds to surrounding “communities.” Constant interaction through established processes and traditional management practices. Often, a major question is social media and feedback mechanisms, coupled with usage pattern capture and analysis, how can companies enjoy a sufficient degree of flexibility, speed and collaboration across feed the business strategy, product roadmap and sales campaigns. Businesses should departments and enterprise boundaries, while enabling them to master their challenges so understand communities as one of the mandatory requirements to bolster their overall they can deliver benefits to themselves and their (ever more mobile) customers? digital business success. There was a saying many years ago: “You do not exist if Google search cannot find you.” A similar situation holds true today: Businesses do not seem to Enterprise agility goes far beyond software development agility and encompasses how exist if they are not mentioned in social media. The prime difference from being findable organizations can adjust business, development and operations workstreams to survive on Google is that you cannot buy that social media marketing coverage; it needs to be and thrive in environments where competition and customer requirements are constantly earned through interaction, volume of mentions and relevance. changing. This adjustment, and the speed at which it is realized, is relevant and critical for the whole enterprise value stream.

Digital transformational strategies and implementations therefore require relationships, Enterprise agility requires organizations to know and master multiple deployment models operations, products, virtualization and community that include feedback and analytics to and methodologies and to take an adaptive approach to using them. That is a basic re- be successful long term. quirement for real enterprise flexibility. Enterprises need to develop the freedom to use the suitable model to achieve the specific speed needed to address their business requirements. As there is no industrywide or cross-industry architecture and process model, nor a standardized one-size-fits-all solution currently. ISG advises enterprises to reach a firm For companies, this implies changing their sourcing approaches to procure products and level of understanding of the following solutions and approaches as part of any potential services that are increasingly capable of digital transformation. Such products and services digital transformation program: are often software defined to give vendor independence with maximum flexibility.

Customer journey mapping that connects customer interactions to business functions, The following points provide a framework of key characteristics of digital services, including products and digital functions, and the alignment of the company’s own activities. their differentiation from less digitalized services:

Lean product management to improve business responses, based on customer Digital transformational services combine maximum automation with autonomy, feedback, and to manage modular components. providing multi-platform compatibility.

Agile software development life cycles (SDLC) for faster application development and Service delivery is based on ubiquitous communications and information networks. This to account for continuously changing customer requirements and potential improve- includes stationary and mobile networks and low-power wide-area (LPWA) networks ments. such as narrowband IoT (NB-IoT). The required always-on connectivity is ensured through standardized interfaces, automated, software-defined provisioning and capabili- DevOps to improve cross-functional collaboration between the IT department and ties that are fully based on business- and user class-specific SLAs. the responsible line of business, and for faster feedback on potential digitalization opportunities. Despite a high degree of automation, digital services provide individual variants (such as efficiency prioritization, dynamic response and provisioning, automated policy mapping, Software-defined data centers (SDDC) and networks (SDN, SD-WAN) to improve overall high security) that are based on an integrated service management approach. Perfor- network utilization and provisioning, while removing vendor dependencies. mance can be adjusted based on information from the digital customer journey (for example, information gathered by cookies and movement profiles). Service variations and improvements are location- and time-independent and are performed based on preferences, user class or other influencing factors.

Service performance can be guaranteed, independent of use rates and based on Self-healing mechanisms, reporting and forecasting models are used to detect and automated and predictive system provisioning tools. contain problems and resolve them, if possible. To trace and improve forecasts or to automate methods, results and reports are stored and shared with involved parties Container technologies or other digital transformational architectures (such as SDN) according to the DevOps model to improve the quality of a service. support a large variety of infrastructure types and workload platform independence within a software-defined operations environment. Previously separate IT areas, such as The highly modular service or microservice is provisioned ad hoc and provides an servers, storage, networks or non-IT devices plus information and applications, are now API-controlled data model that classifies and handles device and personal data, infor- managed based on an SDN approach. mation and applications. If necessary, management is done via command line or code and is ensured via standardized interfaces. Graphical user interfaces (GUIs) are optional. Service billing is done through multiple channels (for example, credit card, PayPal and If GUIs are implemented, they are available natively for the device and/or platform similar approaches, mobile wallets and cryptocurrencies). (framework) to ensure ease of use for inexperienced end users. Smart contracts and transactions that are based on coded specifications and require- Based on a maximum degree of standardization and the use of open-source technology, ments and that can be used to control and check contractual relationships automatically services may be published in community directories such as GitHub. Services are are also gaining relevance. Depending on the contract, use is based on rules from a optimized and versioned to ensure code transparency and integration into additional variable (on-demand scaling) or rigid usage agreement. The agreement always contains digital ecosystems, platforms and industry- or user-specific innovations. reserved instances to ensure the availability of immediate additional performance that is not included in the contract. Blockchain is entering the field to enable such scenarios and Increasingly, a service is produced within decentralized, globally scaling ecosystems with can be considered as a disruptive service, for automated contracts and in other areas. complementary business partners and offerings. Users of such services can become providers, or “prosumers,” and contribute their own data or content. Ultimately, they Product-specific support is mostly personalized, based on conversational user interfaces become part of the value or supply chain. Chaining individual services into new (mash- (CUIs), chatbots and natural language processing (NLP). Image recognition elements up) services, based on theoretically infinite numbers of third-party services that can be and even artificial or cognitive intelligence, based on integrated neural networks or accessed by heterogeneous and unknown customers, serves as the basis for exponen- cloud ecosystems, are also used to automatically detect and anonymize anomalies and tial growth, innovations and the success of niche products (long-tail marketing) and translate them into patterns or best practices. non-linear business models. This kind of business model is currently used by hyperscale companies such as Facebook, Amazon, Apple, Netflix and Google, who are collectively referred to as FAANG.

Einleitung Introduction Definition

Simplified illustration The digital transformation megatrend is a top priority on corporate agendas. The delivery of digital transformational solutions coupled with corporate agility is Digital Business Transformation fully supported by advisors and researchers that are concentrating upon future- oriented business models. The focus is on enabling businesses to efficiently Realizing the address individual customer expectations and requirements, rapidly, with Digital Ambition Enabling the Digital Customer Journey Digital Enterprise Operations minimal unplanned cost, effort or disruption for the enterprise, thus increasing the corporation’s competitiveness. This requires companies to move to a digital transformational technology and process level as soon as possible and then Digital Continuous Digital Digital Digital Product strive for continuous change – both internally and externally. This study covers Enabling Digital Delivery – Transformational Transformational Creation & Transformation Increasing three overriding aspects of digital transformation. The general aspects and the Platforms (PaaS) Services (aaS) Customization Enterprise Agility specific quadrants covered within each one are presented below.

1. Realizing the Digital Ambition, comprised of two quadrants: Enabling the

Disruptive Customer Journey, Digital Enterprise Operations. Blockchain as a Service Services 2. Enabling Digital Transformation: PaaS, XaaS, Digital Product Creation and Customization, Digital Continuous Delivery. Source: ISG 2018 3. Disruptive Services: Blockchain.

Definition (cont.)

Scope of the Report Enabling the Digital Customer Journey Digital Enterprise Operations

A customer journey comprises the clients’ experience before and during the decision- This segment covers the digitization of the processes of a typical large-scale organization. making process for buying or using a product or service, and their product or service Digitization is accomplished using an ecosystem of components, tech platforms, processes and experience after making the purchase. Digital technologies can create a completely system integration. It may either use PaaS, or in-house operations/data center or as-a-service new customer experience. This category comprises agencies and service providers that (aaS) operations and main data center functions in a managed and integrated (end-to-end) have specialized in developing comprehensive portfolios of digital go-to-market and manner. It includes DevOps tools and improvement to all operational and rapid provisioning business strategies, brand communications, creative services, design and experience processes. offerings. The providers are not limited to their own underlying technology and Digital enterprise operations providers help customers operate smart, IT-based infrastructures, solutions, ensuring an integrated strategy for the digital customer journey offering to platforms and networks that connect sales, service and partners across the whole value chain. the enterprise client. This market segment combines traditional operational excellence, including highly sophisticated IT vendors, strategy advisors and service providers such as IBM, Accenture and Deloitte technology, with managed services know-how and an in-depth understanding of customers’ continue to take over marketing agencies and are raising their internal competencies to business and industry-specific challenges. strengthen their presence in marketing departments. Concurrently, marketing agencies These implementations are often considered starter steps in the journey from traditional or are strongly enhancing their digital and IT technology competencies. current operations toward cloud-based operations that map to the inspirational enterprise

Definition (cont.)

“customer journey” plans. They are in many cases considered initial iterations that are Solutions may consist of a technological mix, including hybrids of in-house developments replaceable by more customized and comprehensive PaaS and/or XaaS offerings. The and best-of-breed solutions by leading product and platform-as-a-service providers. They are transition occurs as the enterprise becomes more mature in its aspirations and further embedded in web platforms and cloud marketplaces, which provide networking effects and along its strategic roadmap of the overall digital transformation process, tempered by integrate and distribute products or services from the platform provider and third parties. business and customer feedback, usage patterns and new requirements based on the Many systems integrators are established players in this segment. Their entry may have resulted initial operating offering. from prior histories of being involved with integrating cloud management and orchestration Digital Transformational Platforms (PaaS) technological advances and event processing services, coupled with their ecosystems of internal and partner offerings and adaptation capabilities. This segment lists and grades all the PaaS multi-tenant platform solutions, which can be integrated together and offered to enterprise by system integrators (and potentially by Digital Transformational Services (aaS) vendors acting in a SI role). It focuses upon solutions with a high degree of automation This segment evaluates and grades cloud first aaS service providers that are focused on digital that are ready to use out of the box (pre-built), and those that need customization by transformation with out-of-the-box solutions or solutions (often open or modular) that are easy the SI (and partners) but are designed for ease of customer tailoring and modification to customize for specific enterprise needs. The provider can manage the solution or service end via open, modular and customizable components. Data center managed service, to end if required. This may be individually focused part areas of the entire digital transformation IaaS and hybrid cloud management are optional, because a client may have another enterprise service chain (for example, CRM or mobile apps and IoT integration, microservice and provider for infrastructure management. Cloud computing is the foundation and the API integration and provisioning, ERP, etc.) or may be complete solutions based upon the overall philosophy behind these platforms, which can be enhanced and refined based on an design and transformational roadmap for the enterprise, as delivered through strategic planning. expansive partner ecosystem.

Definition (cont.)

Solutions may consist of a technological mix, including hybrids of in-house Accelerating innovation for using digital transformational products and methods to translate developments and best-of-breed solutions by leading product and platform-as-a- information into revenues is based on lean, flexible and customer-centric business processes. service providers. They are embedded in web platforms and cloud marketplaces, which The processes should be supported with inclusive agile development that is highly mapped to provide networking effects and integrate and distribute products or services from the the goals. The current mantra focused on “information excellence” urges enterprises to scrutinize platform provider and third parties. and improve all of their processes related to creating products and services. Major challenges for companies include developing the functionality and processes to evaluate and support ideas Many systems integrators are established players in this segment. Their entry may have within the context of current digitalization trends. resulted from prior histories of being involved with integrating cloud management and orchestration technological advances and event processing services, coupled with their Digital Continuous Delivery ecosystems of internal and partner offerings and adaptation capabilities. Digital continuous delivery gives organizations the ability to develop and deliver high-quality Digital Product Creation and Customization software faster and more efficiently than ever before. It allows the use of development pods, innovation labs and direct feedback from end users and customers to increase the relevance of This segment covers the creation of new digital products from ground up for enterprise, software being released into the market, and to shape new specific products and microservices. either as new service components for the business, or by adapting existing but End user and customer feedback is often captured automatically via usage pattern analytics. outmoded service components. These developments and customizations may be Enterprises can have in-house continuous development and innovation staff, access resources offered as a service but fall short of the full continuous delivery paradigm. Monetization jointly with in-house and external partner companies or through an as-a-service arrangement, of these products should be built in and part of the development process. Some with only the management and authorization function remaining in-house. examples of digital transformational products include application accelerators, browse- and-buy capability for mobile end users, hotspot marketing, try-before-buying/demo Providers of this set of services must be able to offer all of the benefits and practices of subscriptions, and digital mirroring that simulates trying a product and provides stats companies in the Digital Product Creation & Customization quadrant, and also offer a and customer acceptance feedback.

Definition (cont.)

workplace or shared workspace experience for collaboration. Under this environment, Bitcoin is merely the first and most well-known use of distributed ledger technology. In fact, employees or user groups crowdsource to develop new products and services designed Bitcoin is only one of approximately 700 applications that use the blockchain operating system for new digital experiences. The providers have assets to support product ideation today. One example of blockchain’s evolution and broad application beyond digital currency is and prototype testing, such as collaboration tools, virtual reality labs, IoT platforms for the development of the Ethereum public blockchain, which is providing a way to execute peer-to- prototyping, telepresence for remote team collaboration, design thinking, A/B tests peer contracts. Another example is provenance and authenticity tracking, which allows a chain of and methodology experts to facilitate product creation. Prototypes can be created evidence based on numbers, codes, readable tags and even photographic evidence to be available and tested very quickly using agile methods. Providers that compete in this market in an unbroken chain from an item’s manufacturer or provider, through distributors and third can engage by project or as a continuous permanent innovation lab and may share parties, to the purchaser/end user. The process can provide evidence of the item and record all revenues from product monetization. steps in its supply chain from origin to end user. Such distributed ledger approaches increasingly are being used for tracking art and other valuable objects, and in areas such as aircraft and Blockchain as a Service vehicle maintenance part inventory supply and control.

This is potentially a vast and highly disruptive area. Although commonly associated Blockchain’s decentralized, open and cryptographic nature allows people to trust each other with Bitcoin and other cryptocurrencies, blockchain technology has many other and transact peer to peer, making the need for intermediaries obsolete. The technology and applications. Simplistically, a blockchain is a type of distributed ledger or decentralized processes it enables also bring unprecedented security benefits. Hacking attacks that commonly database that keeps continuously updated digital records of who owns what, with a impact large centralized intermediaries like banks would be virtually impossible to carry out on network of replicated databases, synchronized via the internet and visible to anyone a blockchain, because every block ever made on a subject, across the entire internet or network, within the network. Blockchain networks can be private, with restricted membership would have to be overwritten, as would the backups. like an intranet, or public. When a digital transaction is carried out, it is grouped in a Our quadrant report examines blockchain as a service providers. cryptographically protected block with other transactions that have occurred in the last 10 minutes or less, and the record is sent to the entire network.

Provider Classifications The ISG Provider Lens™ quadrants were created using an evaluation matrix containing four segments, where the providers are positioned accordingly.

Leader Product Market Contender Challenger Challenger The “leaders” among the vendors/ The “product challengers” offer a “Market challengers” are also “Contenders” are still lacking mature providers have a highly attractive product and service portfolio that very competitive, but there is still products and services or sufficient product and service offering and a provides an above-average cover- significant portfolio potential and depth and breadth of their offering, very strong market and competitive age of corporate requirements, but they clearly lag behind the “leaders”. while also showing some strengths position; they fulfill all requirements are not able to provide the same Often, the market challengers and improvement potentials in their for successful market cultivation. resources and strengths as the are established vendors that market cultivation efforts. These They can be regarded as opinion leaders regarding the individual are somewhat slow to address vendors are often generalists or leaders, providing strategic market cultivation categories. Often, new trends, due to their size and niche players. impulses to the market. They also this is due to the respective vendor’s company structure, and have ensure innovative strength size or their weak footprint within therefore still some potential to and stability. the respective target segment. optimize their portfolio and increase their attractiveness.

Provider Classifications (cont.) Each ISG Provider Lens™ quadrant may include a service provider(s) who ISG believes has a strong potential to move into the leader’s quadrant.

Rising Star Not In

Rising Stars are mostly product challengers with high future potential. This service provider or vendor was not included in this When receiving the “Rising Star” award, such companies have a promis- quadrant as ISG could not obtain enough information to ing portfolio, including the required roadmap and an adequate focus on position them. This omission does not imply that the key market trends and customer requirements. Also, the “Rising Star” has service provider or vendor does not provide this service. an excellent management and understanding of the local market. This award is only given to vendors or service providers that have made ex- treme progress towards their goals within the last 12 months and are on a good way to reach the leader quadrant within the next 12-24 months, due to their above-average impact and innovative strength.

Digital Business Transformation -Quadrant Provider Listing 1 of 4

Digital Product Digital Customer Digital Enterprise Digital Platforms Digital Transformation Digital Continuous Creation & Customi- Blockchain aaS Journey Operations (PaaS) Services aaS Delivery zation

Accenture 4 Not in 4 Leader 4 Not in 4 Leader 4 Not in 4 Not in 4 Leader

Agilepoint 4 Contender 4 Not in 4 Not in 4 Market Challenger 4 Market Challenger 4 Product Challenger 4 Not in

Alegri 4 Not in 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Product Challenger 4 Not in

AppliedBlockchain 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Contender

Atos 4 Leader 4 Product Challenger 4 Leader 4 Leader 4 Product Challenger 4 Not in 4 Not in

BCG 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in

BT 4 Product Challenger 4 Product Challenger 4 Not in Product Challenger 4 Not in 4 Not in 4 Not in

C3IoT 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Contender 4 Not in

Capgemini 4 Product Challenger 4 Not in 4 Not in 4 Product Challenger 4 Product Challenger 4 Product Challenger 4 Product Challenger

Cognizant 4 Leader 4 Product Challenger 4 Leader 4 Leader 4 Leader 4 Leader 4 Leader

Deloitte 4 Not in 4 Not in 4 Not in 4 Product Challenger 4 Not in 4 Product Challenger 4 Not in

Deloitte Digital 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in

DXC Technology 4 Leader 4 Leader 4 Leader 4 Leader 4 Leader 4 Leader 4 Not in

Ernst & Young 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in

Digital Business Transformation -Quadrant Provider Listing 2 of 4

Fujitsu 4 Not in 4 Not in 4 Not in 4 Product Challenger 4 Not in 4 Not in 4 Not in

GE 4 Contender 4 Not in 4 Market Challenger 4 Product Challenger 4 Market Challenger 4 Market Challenger 4 Not in

HCL 4 Leader 4 Leader 4 Leader 4 Leader 4 Leader 4 Leader 4 Product Challenger

Hexaware 4 Not in 4 Not in 4 Not in 4 Not in 4 Product Challenger 4 Not in 4 Leader

Horváth & Partners 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Not in 4 Market Challenger 4 Not in

IBM 4 Not in 4 Leader 4 Leader 4 Leader 4 Leader 4 Not in 4 Leader

IBM iX 4 Leader 4 Not in 4 Not in 4 Not in 4 Not in 4 Leader 4 Not in

Infinite 4 Not in 4 Not in 4 Contender 4 Contender 4 Not in 4 Not in 4 Contender

Infosys 4 Product Challenger 4 Product Challenger 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Product Challenger

Intellectsoft 4 Not in 4 Not in 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Contender

ITC Infotech 4 Not in 4 Not in 4 Not in 4 Not in 4 Contender 4 Not in 4 Not in

KPMG 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Product Challenger 4 Not in

Digital Business Transformation -Quadrant Provider Listing 3 of 4

LTI 4 Not in 4 Not in 4 Rising Star 4 Not in 4 Leader 4 Not in 4 Rising Star

Luxoft 4 Not in 4 Not in 4 Not in 4 Not in 4 Product Challenger 4 Not in 4 Not in

McKinsey 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in

Mindtree 4 Not in 4 Not in 4 Not in 4 Not in 4 Product Challenger 4 Not in 4 Not in

Mphasis 4 Rising Star 4 Product Challenger 4 Product Challenger 4 Leader 4 Product Challenger 4 Not in 4 Product Challenger

NTT DATA 4 Not in 4 Leader 4 Leader 4 Product Challenger 4 Not in 4 Not in 4 Leader

Oracle 4 Not in 4 Not in 4 Market Challenger 4 Not in 4 Not in 4 Not in 4 Not in

Orange (OBS) 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Product Challenger 4 Not in Phillips Blockchain 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Market Challenger Lab Publicis 4 Leader 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in

PwC 4 Market Challenger 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in

Salesforce 4 Not in 4 Not in 4 Market Challenger 4 Market Challenger 4 Not in 4 Contender 4 Not in

Digital Business Transformation -Quadrant Provider Listing 4 of 4

Softtek 4 Not in 4 Not in 4 Not in 4 Not in 4 Leader 4 Product Challenger 4 Not in

Sprint 4 Not in 4 Not in 4 Not in 4 Product Challenger 4 Not in 4 Not in 4 Not in

TCS 4 Not in 4 Product Challenger 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Product Challenger

Tech Mahindra 4 Leader 4 Leader 4 Leader 4 Leader 4 Product Challenger 4 Leader 4 Leader

Trianz 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Market Challenger 4 Not in

Unisys 4 Not in 4 Contender 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in

UST Global 4 Not in 4 Not in 4 Rising Star 4 Not in 4 Product Challenger 4 Not in 4 Market Challenger

Verizon 4 Not in 4 Leader 4 Product Challenger 4 Product Challenger 4 Not in 4 Not in 4 Not in

Vodafone 4 Not in 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in

Wipro 4 Not in 4 Product Challenger 4 Product Challenger 4 Not in 4 Leader 4 Leader 4 Product Challenger

Workday 4 Not in 4 Not in 4 Not in 4 Contender 4 Not in 4 Not in 4 Not in

Zensar 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Not in 4 Market Challenger

Software-Defined Network Services ENABLINGSOCIAL ENTERPRISE THE DIGITAL CUSTOMER NET- JOURNEYWORKING SUITES Definition

A customer journey comprises the clients’ experience before and during the decision-making process for buying or using a product or service, and their experience after the purchase. Digital technologies can be used to allow for a completely new customer experience. This quadrant covers agencies and service providers that have specialized in comprehensive portfolios of digital go-to-market and other business strategies, brand communications, creative services, design and experience offerings. These providers are not limited to applying their own underlying technology and solutions to ensure an integrated strategy for the digital customer journey offering to the enterprise.

Modern marketing, with its increasing focus on content and narratives, leverages integrated marketing suites to efficiently manage and monitor all kinds of multi-channel campaigns and to analyze results. Customers’ opinions and responses in the digital world are very valuable. They can be used to improve a product or service by directly linking the customer with the product development department. The product development organization can use intelligent algorithms, analysis of individual customers and derivations gained from mass data to be one step ahead of the individual customer. Companies

ENABLING THE DIGITAL CUSTOMER JOURNEY Definition (cont.)

are building virtual relationships with each customer, which benefits Customers must select a provider that can help them create or modify the strategy based upon their both the individual and the company. A “virtualized” customer can be individual requirements. Leaders in the Digital Customer Journey quadrant are highly creative, with supported and influenced digitally. Customers are addressed on a a focus on their target customers, while also providing extensive competencies to address various more direct and personal level and within the context of the respective digital topics to ensure realistic strategies and roadmaps. situation and feel better understood. By focusing on individually relevant IT vendors, strategy advisors and service providers such as IBM, Accenture and Deloitte continue content, and use cases, companies can address their customers better. to acquire marketing agencies and are building their internal competencies to strengthen their This personalization helps companies ensure higher customer retention presence in clients’ marketing departments. Concurrently, marketing agencies are strongly and satisfaction, and thus, develop positive influencers on the web (via enhancing their digital and IT technology competencies. word of mouth and social selling), generate higher revenues through cross-selling options, and achieve higher conversion rates, higher profitability and lower customer churn rates.

A holistic perspective of the digital customer journey requires a new view of underlying business processes and organizational structures. Major challenges to be mastered include the required integration of digital customer journey elements into existing (legacy) systems and using the collected data. Providers’ approaches differ greatly, depending on whether their core business is that of an IT provider, a consulting house or a web agency, and by the extent they contribute required competencies themselves or involve partners.

ENABLING THE DIGITAL CUSTOMER JOURNEY Observations (cont.)

The importance of understanding the digital customer journey as a business streams and solutions to integrate cloud delivery, artificial intelligence and advanced mandatory and vital component of the overall digital transformation analytics, including Watson AI, as required to map to each client’s requirements. paradigm is becoming ever clearer to enterprises and providers alike. Cognizant serves multiple industries and combines its engineering, technology and consulting Many providers have already performed multiple acquisitions to ensure advisory background with the agency services, thought leadership and innovation from its more they have the prerequisite skills in-house to serve this market efficiently. Many more have added staff internally and formed alliances and strategic recently acquired portfolio of companies, such as Zone and Mirabeau, together with a scattering partnerships with established agencies and studios that are active in this of labs, studios and innovation collaboration centers around the globe. With a large portfolio of field. These moves allow collaboration among several function, including successful projects and use cases in multiple industries worldwide, as well as innovative and best-of- marketing, brand, biosciences, lab and studio centers, technology and breed solution examples deployed, Cognizant appears to be improving its offerings at a rapid pace business process and goal mapping, into an integrated delivery for over the last 12 months. enterprise in a manner that was previously impossible to achieve. DXC approaches the digital customer journey from a user experience (UX) perspective that couples All the providers recognized in our leader category this year have been part business modelling and service design. DXC uses mainstream methods in this process, such as of this recognition and reorganization, mostly over the last few years, and linking design to business goals and generating business models via modeling tools. Possessing are well established and advanced in the process of making this paradigm leading-edge, internally and collaboratively developed solutions and platforms such as DXC shift work effectively. The leaders are summarized below and profiled in Bionix, DXC runs several transformation centers in locations including Australia, Germany, the the sections that follow. U.K. and U.S., with more planned. These centers focus on working with clients to establish the IBM iX serves large and medium scale clients globally, utilizing its digital transformation roadmap, customer journey, transformational platforms and technology. network of agencies and studios, its partner network and connections The company also helps its customers develop the most effective methods of delivering these into to all IBM divisions worldwide. iX brings to bear the strategic IBM operations, so the client can capitalize and receive business value.

ENABLING THE DIGITAL CUSTOMER JOURNEY Observations (cont.)

Atos provides services and solutions for customer experience, business customer journey support, HCL has an expanding network of co-innovation labs and experience reinvention, operational excellence, trust and compliance, plus centers around the globe to assist in the issues facing clients. The company deploys ideation, operational management and strategic consulting together with its full branding, marketing and technology teams in collaboration with clients. These are backed by a range of implementation services. Atos does not provide branding and digital delivery center to ensure solution scalability and integration. brand management services from internal resources but relies instead Tech Mahindra has delivered many proofs of concept (POCs), pilots and scaled enterprise-wide on partners to meet these customer needs as required. programs in different countries. It has a vast partner network and has made many strategic Publicis.Sapient (SapientRazorfish, Pixelpark) is a multi-faceted agency acquisitions and partnership investments in the last three years. These notably include and consulting company active worldwide. Its highly interesting Pininfarina, Target, Bio and FixStream, which give Tech Mahindra significant depth and reach projects in the digital transformational environment, both with large within the customer journey and design spaces. and midmarket customers at all complexity levels, are a testament to Rising star Mphasis brings many key and differentiating processes, platforms and innovations its leading role and understanding of the requirements of a successful to bear for client transformation projects. These range from the in-house marketing labs that digital customer journey project. produce marketing maturity models, to its “Front2Back” transformation approach that brings HCL operates in 41 countries with 124,000 people, generating together customers and stakeholders, through an engagement layer and an intelligence layer approximately $8 billion in revenue. The company is strategically with core systems. focused on all areas of enterprise digital transformation and digitization globally. It is highly focused on four key components to transformation: people, processes, technology and ecosystem. For

ATOS Overview Caution Atos has a strong market presence and a broad technological portfolio that it couples into an effective The perception of Atos as only an engineering and technology company could be offering in the customer journey area of digital transformation. This breadth and depth allows Atos to offer mitigated by forming a branded CX and customer journey team, using Atos’ partner transactional solutions that can integrate into existing client technology deployments, or replace current IT companies and its own staff members that are currently scattered in several systems if needed, and allows for enhanced and advanced customer behavior analysis, leading to changes as different divisions. required.

Strengths

Reach and scope: The Atos approach includes linking processes, technology and business requirements and values into new systems or modifications to existing ones, incorporating detailed analysis of customer behavior, acceptance and new requirements.

Significant depth of knowledge in many industry areas: Atos has experience with many technologies and industries, including IoT, manufacturing, sports, health, banking and finance and others through its Digital Transformation Factory and Atos Digital Workplace and Orchestrated Hybrid Cloud projects.

Specific and more open offerings:Atos offers customer experience solutions for dedicated industry 2019 ISG Provider Lens™ Leader requirements in multiple industries, and more generalized solution offerings. It has many off-the-shelf or building block, fast-start options available, such as its services for the Siemens MindSphere IoT operating system. Atos has deep knowledge and skills within digital transformation overall and within the customer journey area.

COGNIZANT Overview Caution Cognizant was a strong and early proponent of digital transformation and made ideaization as a fundamental As with other companies, balancing projects and client interest in different geogra- part of the customer journey one of its key portfolio areas. Cognizant has been increasing its internal abilities phies against the resources available in labs, studios, cooperation and innovation and resources and has acquired additional companies and capabilities during the last five years to position itself centers to ensure availability for clients, while maintaining justifiable usage of the as global leader in digital transformation. Some of its acquisitions include Netcentric, Zone, Idea Couture and facilities, will involve significant ongoing efforts. Mirabeau, which were all respected independent companies. Cognizant boasts an ever-expanding group of labs, studios and co-working areas worldwide.

Strengths

Innovative and highly respected: Cognizant’s design, marketing, brand, idealization, collaboration and realization groups form a core strength. They are interwoven with experienced and highly knowledgeable business and technical implementation experts to form powerful concept-to-delivery groups for enterprise solutions.

Large portfolio of successful commercial-level reference cases: Cognizant has many international reference customers across many industries and a huge pilot deployment base within its current pipeline.

Internal and partner delivery mix: Cognizant has highly capable internal consulting, delivery and sales 2019 ISG Provider Lens™ Leader abilities, which are supported by an enviable pantheon of respected external partner companies around the globe. Cognizant has a deep understanding of the transformational needs and issues, with excellent referenceable delivery capabilities.

DXC TECHNOLOGY Overview Caution Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Many companies competing strongly in this vital segment are relying not only upon Technology serves nearly 6,000 private and public sector clients across 70 countries with an extensive partner a scattering of transformation or collaboration centers or studios, but also on network. It now focuses upon digital transformation and uses its own experiences concerning founding and acquisitions of highly experienced companies from the marketing and idealization migrating into a digital transformed enterprise as a reference base to serve its clients. areas. This can cause a culture clash that is potentially difficult to manage. Companies that clients perceive as technology or engineering centric, such as DXC, have to date not been as well regarded in this segment of the transformational area as those with a strong consulting and end user focus.

Strengths

Extensive experience: DXC has internal and client-facing experience in correctly formulating and delivering the required customer journey to meet business goals and requirements and increase customer interaction and satisfaction.

Highly knowledgeable staff:DXC’s knowledge base spans from consulting to engineering and from marketing and brand awareness through transformational program management into operations.

Successful scaling: DXC is experienced in taking POCs and pilots from inception through to delivery, quantifying results and scaling them into enterprise-wide operational programs. 2019 ISG Provider Lens™ Leader

DXC has a strong engineering and implementation heritage, coupled with real world digital transformation expertise.

HCL Overview Caution HCL operates in 41 countries with 124,000 employees, generating approximately $8 billion in revenue. The Maintaining a smoothly functioning collaborative ecosystem of internal resources company is strategically focused on all areas of enterprise digital transformation and digitization globally. It is and partner companies is not easy. Although HCL seems to be able to deliver this highly focused on four key components to transformation: people, processes, technology and ecosystem, each well, caution must be given to future activities with focus on this vital area. of which has a business unit and process and delivery methods associated with it. This approach helps HCL deliver projects with the ability to scale to full commercial enterprise-wide deployments. HCL has an enviable list of reference clients and high visibility projects worldwide within their portfolio.

Strengths

Knowledge and execution: HCL has strong and deep in-house knowledge and capabilities in all areas of digital transformation, including customer journey. It also has significant consulting and scalable implementation expertise, based on a wide platform of technology. HCL has proven its ability to deliver POCs and pilots and scale them into global enterprise-wide or divisional deployments, including providing training and organization process remodeling as required.

Strong ecosystem: The company has an impressive pantheon of partners, co-invested partners and acquired companies. Each brings specific expertise into the overall HCL family of offerings and capabilities. 2019 ISG Provider Lens™ Leader Industry scope: HCL is active in a wide array of industries and specific industry sub-sectors, with impressive references of success. HCL delivers innovative but scalable enterprise level solutions across the digital transformation spectrum.

IBM IX Overview Caution As a leading ideation to impact company, iX focuses on bringing the three key areas of strategy, creativity and Integration of acquisitions into a seamless whole is often a non-trivial activity, technology together to form innovative but consistent solutions so clients can capitalize on digital transforma- requiring specialized assistance to work fluidly. Further acquisitions may require tion. It has 40 design and co-working studios and innovation centers worldwide and the ability to pull together additional resources to be made available to iX. teams from earliest conception through to realization and implementation, to deliver against the agreed Expanding industry-specific knowledge and talent to cover all sectors currently business strategy. looking into digital transformation is a challenge in a marketplace where multiple companies currently are seeking to hire.

Strengths

Successful inorganic expansion: The recent strategic acquisitions of specialized companies in widespread geographic locations, such as Resource Ammirati, Aperto, ecx.io, Bluewolf and Vivant, appear to have been assimilated in a relatively seamless manner.

Facilities, people and scope. iX has a strong range of visionaries and ideation studios it couples with business and technology realists and experienced implementation teams into a powerful constellation and company. It brings ideas ranging from conservative to the avant-garde, covering branding, design, delivery services and microservices, culture and organizational changes, with execution. 2019 ISG Provider Lens™ Leader Diverse experience and knowledge: iX has full knowledge and strengths across the customer journey portfolio of needs. It is highly experienced with an enviable track record of success and references available globally, across many industry sectors. IBM iX is strongly placed in the overall market with extensive and exciting skills and solid delivery abilities.

PUBLICIS.SAPIENT Overview Caution Publicis is one of the largest global agency networks, with approximately 75,000 to 80,000 employees and a Publicis has been reorganizing its digital transformation business into Publicis. multibillion-dollar revenue stream. Its digital transformation business is concentrated within Publicis.Sapient its Sapient and two contributing groups (SapientRazorfish and Sapient Consulting). digital transformation hub. There is currently reorganization and rebranding underway, with SapientRazorfish Until the reorganization is completely understood by enterprises and promoted being consolidated into the global Publicis.Sapient heading. This constellation works closely with the Sapient globally, some confusion may result. Consulting group of consultants and technologists. Publicis is a major provider within the digital transformation sphere and within the digital customer journey and continuous delivery areas.

Strengths

Quality references: Publicis.Sapient has a large and high-profile list of reference customers and has undertaken projects around the globe. It has more than 50 offices worldwide, including studios and collaboration centers serving as a basis and springboard for new work in the customer journey area. Consulting and customer-centric solutions are key engagement areas. The company provides offshore operation in addition to all of its other digital transformational services, via an Indian offshore operations center.

Strategic partnerships: Publicis.Sapient works with companies including Adobe, Hybris, Oracle, Demandware, IBM, Samsung, Microsoft and others for solution creation and delivery. Its solutions focus on customer-centric deliveries, either in new reimagination of enterprises or as part of overall technology modernization projects, 2019 ISG Provider Lens™ Leader involving cloud, DevOps, cognitive computing and other technologies. They integrate analytics, security, microservices, e-commerce and AI topics. Publicis.Sapient effectively combines agency expertise with strong implementation, operations and technology capabilities.

TECH MAHINDRA Overview Caution Tech Mahindra (TechM) employs approximately 115,000 people and has revenue of $4.8 billion globally. It TechM has traditionally focused on large enterprise and is now addressing midsize has long been a strong player in the global telecoms industry and has made many acquisitions and mergers. firms, which can strain delivery methods and team deployments unless great care is Historically, the company has been a key ICT software provider and business and technology consulting taken to ensure momentum and equal service for both categories. TechM appears organization. TechM started its own full digital transformation journey in 2016 and is on track to deliver on its to have managed this seamlessly to date, but the risk of resource shortages will strategic roadmap objectives in late 2018 into 2019. remain as client volumes grow.

Strengths

Strong, deep consulting and technology background: Global experience, coupled with design, branding, marketing agency and CX focus and using innovative and leading-edge development and delivery platforms, make TechM extremely powerful in this space.

Ecosystem collaboration: TechM is experienced working with a huge array of partners at all levels of the business ecosystem, including technology, software and design companies, for seamless and scalable solution delivery. In 2016, the company acquired The BIO Agency, to augment its Digital Experience capabilities globally, and acquired Pininfarina in 2015 to being in physical design capabilities – to enable physical-digital experiences 2019 ISG Provider Lens™ Leader Success references: TechM has a vast portfolio of digital transformation reference projects worldwide, including specific and notable customer journey projects that can be utilized as a springboard for future work. Tech Mahindra has built on its demonstrable Commitment to innovation: The company has significant efforts for innovative development, testing and quality assurance and uses AI in implementation platforms to accelerate and remove risk from enterprise- success in digital transformation internally to offer specific deployments. It encourages innovation through its nine Makers Lab R&D hubs, TechMNxt event, word-class and innovative solutions to enterprise. Eleven01 consortia co-founding, Telangana in the public sector and other activities.

RISING STAR: MPHASIS Overview Caution Mphasis provides integrated solutions that include digital transformation, business process outsourcing, Mphasis is making inroads into changing its image from a software development infrastructure technology and application services. Its application services include application development and services provider to a digital transformation firm. However, a lot of work and maintenance and support services. Markets served include financial services and insurance, healthcare, remains to educate enterprises about its current and near-term digital transforma- manufacturing, government, transportation, communications, and the consumer and retail industries. Mphasis tion capabilities and to expand its international reputation. has more than 30 offices in 19 countries with delivery centers in India, Sri Lanka, China, Australia, Japan, North America and Europe. Mphasis employs 22,500 people with a revenue stream of approximately $900 million.

Strengths

Scope of experience: Mphasis has a strong heritage of consulting, software development and engineering, business process optimization and customer delivery at scale. It is now coupling those competencies with digital transformational methods, platforms and processes to deliver scalable solutions for clients worldwide.

Project coordination: Good use of internal resources for marketing, branding and customer/stakeholder reimagination ensure all relevant and necessary technology and core delivery groups are aligned for any given project, across a significant array of industries.

Assets support delivery: Idea creation and delivery steps are “industrialized” by taking advantage of Mphasis’ 2019 ISG Provider Lens™ Rising Star processes and methods, such as its Front2Back process, NextLabs and the Mphasis Innovation Ecosystem, which includes Sparkle Labs, Sparkle Accelerator Sparkle Next. These assets help ensure successful delivery, Mphasis is an innovative and credible digital ongoing training, optimization and future evolutions within delivered solutions. transformation company with highly interesting processes and methods backed by platforms to support enterprise transformation programs.

SOCIAL ENTERPRISE NET- Managed SD-WAN Services WORKINGDIGITAL ENTERPRISE SUITES OPERATIONS

Definition

This quadrant covers the digitization of the processes of a typical large- scale organization. Digitization is accomplished using an ecosystem of components, technology platforms, processes and system integration. It may either use in-house operations and/or data centers, PaaS or other as-a-service (aaS) resources and main data center functions in a managed and integrated (end-to-end) manner. It includes DevOps tools and improvement to all operational and rapid provisioning processes.

Digital enterprise operations providers help customers operate smart, IT-based infrastructures, platforms and networks that connect sales, service and partners across the whole value chain. This market segment combines traditional operational excellence, including highly sophisticated technology, with managed services know-how and an in-depth understanding of customers’ business and industry-specific challenges.

Contract and billing models can be customized to provide specific service level agreements and customer service and support, while also being highly standardized, based on on-demand and pay-as-you-use principles. Customers are completely relieved from tasks

© 2018 Information Services Group, Inc. All Rights Reserved. ISG Provider Lens™ Quadrant Report | November 2018 Digital Enterprise Operations SOCIAL ENTERPRISE NET- WORKINGDIGITAL ENTERPRISE SUITES OPERATIONS

Definition (cont.) Observations

related to operating highly complex infrastructures, service and All the providers recognized in our leader category this year are well established and integration platforms. Solutions are mostly based on multi-cloud and advanced in provisioning enterprise operations in the digital transformation space. They software-defined approaches, as well as underlying networks and have multiple years of experience in operating enterprise data centers and business and carrier relationships. IT service providers within this market segment technical processes. They all have well-established relationships with cloud providers, are facing the challenge to combine information technology and industry-accepted methods, processes and tools, as well as integration capabilities with operations technology (OT) competencies to deliver added value for highly experienced staff and operate worldwide. their customers. Accenture has developed a deep understanding of most industries through many These implementations are often considered initial or starter steps in decades of experience in consulting and delivering managed services to them. The the journey from traditional or current operations toward cloud-based company is focused on digital transformation and cloud transition and utilizes many operations that map to the inspirational enterprise customer journey innovative methods to scope, test scenarios and deliver. plans. They are in many cases considered initial iterations that are IBM’s overall strategy for growth and expansion lies in its focus on strategic solutions replaceable by more customized and comprehensive PaaS and/or XaaS and services spanning cloud, cognitive computing, analytics, social, mobile and offerings. The transition occurs as the enterprise becomes more mature security. It has a long history of managed operations delivery for enterprises around in its aspirations and further along its strategic roadmap for the overall the globe. IBM has developed several platforms to support transformational solution digital transformation process, tempered by business and customer he development and delivery for both wider and industry-specific marketplaces. feedback, usage patterns and new requirements based on the initial The company incorporates Watson cognitive abilities, cloud delivery with strong operating offering. partnerships and emphasis on growing its enterprise application implementation capabilities around SAP HANA, Oracle, and Microsoft solutions.

Observations (cont.)

NTT DATA caters to all enterprises that are undergoing digital to help DXC Technology clients migrate their IT environments and applications to AWS transformation, both those wishing to retain their own infrastructure public cloud. DXC uses mainstream methods in this process, such as linking design to and data centers and those moving to innovative and full-cloud business goals and business model generation via modeling tools, prior to agreeing models. NTT DATA uses different approaches for full cloud models. on the operational modality that best fits the client’s needs. These includes its Enterprise Cloud for integrating hosted private, HCL bases its operational delivery streams upon its four key transformational themes multi-tenant, OpenStack and third-party clouds; Public Cloud, with and pursues rapid collaboration with clients via its scale and digital delivery center, as pay-as-you-use flexibility on enterprise-quality clouds; Identity and required. HCL emphasizes multi-disciplinary teams that are based on delivery models Access Management for ID federation and single sign on across of open source, agile and DevOps and are aligned to cutting edge technologies and applications; and Software Defined Exchange Service for advanced cloud-first thinking. connectivity and collocation across enterprise and public and other Tech Mahindra has built on its highly significant reference base of enterprise third-party cloud systems. Global Management One is NTT DATA’s operational transformation, efficient transitions to cloud operations and its managed method of offering fully integrated single-pane-of-glass solutions for operations portfolio, to become a world-class provider of operational services management across the ecosystem. for digitally transforming companies. Utilizing the experiences gained from into DXC has many years of experience with managed services and enterprise digital transformational solutions, TechM has delivered many POCs, pilots offers a wide range of hybrid or virtual private cloud solutions and enterprise-wide operational programs around the globe. It has a vast partner to enterprises, including AWS, VMware and Microsoft Azure network and has made many strategic acquisition and partnership investments in implementations. DXC Technology and AWS agreed in August 2018 that area over the last three years.

Observations (cont.)

Verizon’s operational transition programs are performed by the Global Integrated Solutions group (GIS), which advises clients on running smooth, cost-effective and low-risk digital transformation programs. It covers transition planning, automated discovery and transformation to integrated service automation and service delivery management with a high degree of automation, using differentiated cloud-based, multi-channel delivery methods to the end customer.

In general, many more large scale and medium scale delivery companies are now focusing on this critical area of the digital transformation landscape, increasingly partnering with hyperscale cloud operations centers, which increases pressure for winning projects and making them profitable.

ACCENTURE Overview Caution Accenture is a large scale, innovative consulting and advisory company and is widely accepted as one of the Accenture offers many innovative and advanced solutions globally. These solutions world’s leading providers of digital transformational projects and cloud services. It has a presence in almost and methods should also be applied within Accenture’s own operations worldwide every industry and country. Accenture focuses on flexible and scalable concepts and designs and works with without exception, which is not currently always the case. clients from inception to bringing ideas into commercial service. Accenture has successful cloud transition and digital transformation reference projects.

Strengths

Expert consultants: Accenture’s consultants typically lead engagements by developing a comprehensive transformation concept and building suitable models for cloud computing applications. With the support of the Accenture Innovation Architecture approach, solutions are developed and deployed with a proof of concept (POC) to demonstrate the concept to the client, while assuring scalability.

Hyperscale cloud relationships: Accenture works closely with large leading public cloud providers, for example collaborating with AWS through the Accenture AWS Business Group. Acting together greatly accelerates cloud introduction. Accenture can use this approach to demonstrate an end-to-end concept and strategy to clients, and an implementation roadmap to meet their requirements. 2019 ISG Provider Lens™ Leader

Automated Intelligent Platform: Accenture’s cloud platform enables an automated intelligent solution set, including integrated service management, analytics, big data, mobility, AI and security components, which can Accenture offers a world-class, multi-industry portfolio be managed and via a single interface. for digital transformational cloud-first consulting, integration and operations globally.

DXC TECHNOLOGY Overview Caution DXC focuses upon consulting and transformation in hybrid IT infrastructures. Its offerings include consulting, Despite being highly effective, the partner landscape with SAP, AWS, Microsoft Azure concept development, integration, transition, migration and operation. DXC has many years of experience with and others should be widened to cover other providers and significant application managed services and offers a wide range of hybrid or virtual private cloud solutions to enterprises. These in- companies as soon as possible. Doing so would allow a wider client base and more clude AWS, VMware and Microsoft Azure implementations and partially managed, function-specific or complete hyperscale provider choices for enterprise customers. enterprise wide operational solutions. DXC provides a managed cloud broker platform combining the front-end service consumption experience of ServiceNow, including a cloud services catalog, with the policy, provisioning and blueprinting capabilities of DXC Agility Platform. The new DXC-AWS Integrated Practice will focus on managed security and compliance services, the Dedicated VMware Cloud on AWS migration solution, analytics services, application services and mission-critical SAP support, all on AWS. DXC revenue stood at approximately $24.6 billion with 150,000 employees in fiscal 2018.

Strengths

Technology and transition experience: DXC’s consulting teams can help clients transition effectively from traditional operating models into cloud-first transformational models with hybrid or virtual private operational delivery, backed by effective methods and tools to enable scalable, problem-free outcomes.

Customers and partners: DXC has a very large list of reference clients and projects globally and an enviable 2019 ISG Provider Lens™ Leader track record of successes achieved. The joint AWS practice is just one part of its strong partner network and capabilities. DXC Technology is a highly experienced and effective Innovative methods and toolsets: DXC developed its own methods and tools to deliver significant value during implementation and transition projects, such as the DXC Agility Platform. transformation-focused company packed with methods and tools.

HCL Overview Caution HCL operates in 41 countries with 124,000 people, generating approximately $8 billion in revenue. The company Migrating existing successful companies smoothly into cloud-first and transfor- is strategically focused on all areas of digital transformation and enterprise digitization. It emphasizes four key mational programs is not easy. Although HCL seems to be able to deliver this well, transformational areas: people, processes, technology and ecosystem, each of which has business, process and caution must be given to future activities with regard resources available for clients delivery methods associated with it. This approach allows HCL to develop POC or pilot type deliveries and to if growth is to continue. scale them to full commercial enterprise-wide deployments. HCL has an enviable list of reference clients and high visibility projects worldwide.

Strengths

Strong and deep in-house knowledge: HCL has capabilities in all areas of digital transformation, and specific skill in operational improvement and scaling pilots into production using a wide range of technologies, cloud platforms and partners. It has a proven delivery record worldwide that is helped by the training and organizational process remodeling it can provide as required.

Impressive pantheon of partners: Co-invested partners and acquired companies have brought specific expertise into HCL’s family of offerings and capabilities.

Multi-market experience: HCL is active in a wide array of industries and specific subsectors and has 2019 ISG Provider Lens™ Leader impressive references of success. HCL delivers innovative, sustainable and scalable enterprise-level operations within the digital transformation ecosystem.

IBM Overview Caution IBM’s overall strategy for growth and expansion lies in its focus on strategic solutions and services spanning Although IBM markets the possibility to operate with any cloud service provider, cloud, cognitive, analytics, social, mobile and security. It has a long history of managed operations delivery for currently only solutions from partners AWS and Microsoft Azure or that use IBM enterprise around the globe. These strategic focus areas specifically target digital transformation enablement Cloud are truly implemented. The partner landscape should be widened to include and delivery and are realized by advisory resources from within IBM Services, iX and its own IBM Cloud other providers as soon as possible, to fully deliver on the marketing promise. hyperscale cloud or partner offerings. The offer includes on-premises, private or public cloud solutions that can be combined into a multi-cloud strategy.

Strengths

Significant internal experience: IBM has a lot of experience in helping to create transformational operations environments and taking them from pilot to production, underpinned by consultants from the IBM Cloud Affinity Analysis Service.

Capabilities for the times: IBM has in-depth strengths in DevOps and transformational issues inherent in changing from “business as usual” operations to cloud-centric and agile operation centers and services. A key asset is the ability to use the IBM Cloud methods and personnel for structure and delivery.

Industry knowledge and success stories: The company has vast industry specific expertise and solution 2019 ISG Provider Lens™ Leader delivery experience with a wide range of fast start options by industry available for all operations types and possible future state requirements. It can provide references and use case examples from multiple industries and countries. IBM is in a leading position with an enviable track record of global success in digital enterprise operations.

NTT DATA Overview Caution NTT DATA, marking its 30th anniversary as an independent entity, employs 114,000 people in more than 40 Being network and technology driven and having process optimization and countries with revenue of approximately $14.6 billion. 2018 saw a relaunch and redefinition of the company’s migration capabilities works well with enterprises that are considering gradual focus toward digital transformation with the branding “Trusted Global Innovator.” NTT DATA caters to all transformation. NTT DATA may need to increasingly emphasize its references in enterprises doing digital transformation, both those moving to innovative and full cloud models and those rip-and-replace solutions, which tend to rely significantly on starting with strategic wishing to retain their own infrastructure and data centers. For clients that want to keep infrastructure in and business consulting. house NTT DATA uses its Enterprise Service Management and Automation strategy that takes a service-centric approach to IT focusing on integrating heterogeneous infrastructures and support models. It also uses its modular Enterprise Tools and Integration architecture and Solutions for Intelligent Automation ecosystem.

Strengths

Quality staff: NTT DATA has teams of highly experienced digital transformation consultants and technologists that focus on integration, legacy transition, optimization, migration and retention, efficiency and stability, operations programs and more. Its multinational and multi-disciplinary teams can be rapidly brought in for specific client projects.

Infrastructure resources: NTT DATA has the networks and data centers to underpin entire transformational 2019 ISG Provider Lens™ Leader programs, and its vast partner network of cloud and applications providers it works with on a daily basis globally. NTT DATA is a large, world class provider of ICT Standardized managed services portfolio: The portfolio is focused on creating intelligent data centers, with services with both a commitment to, and references a tangible target of reducing business process cycle times and improving productivity through faster data processing, flexibility and elasticity to enable digital transformational outcomes. in, digital transformation operations.

TECH MAHINDRA Overview Caution Tech Mahindra (TechM) has approximately 115,000 employees and $4.8 billion in revenue globally. It has long TechM has traditionally focused on large enterprise and is now addressing midsize been a strong player in global telecommunications and has made many acquisitions and mergers since 2010. firms, which can strain delivery methods and team deployments unless great care is Historically TechM has also been a key ICT software provider and business and technology consulting orga- taken to ensure momentum and equal service for both categories. TechM appears nization. TechM started its own journey of full digital transformation in 2016 and is on a path to deliver on its to have managed this seamlessly to date, but the risk of resource shortages will strategic roadmap objectives late 2018 into 2019. remain as client volumes grow.

Strengths

Performance from consulting to operations: TechM globally combines its strong and deep consulting and technology background with managed operational expertise, efficiency boosting transition programs and established methods to deliver transformational cloud-first solutions at full enterprise scale.

Ecosystem coverage: The company has a large array of partners for technology, software and design. It is experienced in working seamlessly with partners on customer projects to make deployment scalability easier to ensure.

Diverse references: TechM’s vast portfolio of digital transformation reference projects includes specific and 2019 ISG Provider Lens™ Leader notable operational transformation and management engagements worldwide. Leveraging technology for project benefit:TechM can accelerate deployments and reduce their risk Tech Mahindra has built demonstrable success in by using AI, tapping into its significant and innovative development efforts, testing and quality assurance in implementation platforms and established methods for streamlining and improving operations and digital transformation coupled with a portfolio of management. successful operations projects.

VERIZON Overview Caution Verizon is a global concern providing consulting, managed services, cloud, network and IT enterprise improve- With the company focused on large accounts, many smaller and agile companies ment services and technology, including digital transformation programs, to its extensive enterprise customer often consider Verizon slow and difficult to work with. However, this is an outdated base. Much of this is done via the integration of pre-existing business units into focused transformational perception that Verizon Enterprise must put more effort into overcoming. delivery teams under the Verizon Business Innovation Team banner.

Strengths

Experienced resource mix: Highly experienced business and solution consultants and technology practitioners can be brought together to advise and formulate delivery for client specific projects. Verizon has an extensive partnership pantheon that includes some longstanding collaborations.

Proven results: The company has a wide, global range of reference projects from almost every industry type and focus area.

Model flexibility:Verizon gives full consideration to internal IT, cloud delivery methods and services and network/mobility options to create a seamless, multi-faceted operating model. 2019 ISG Provider Lens™ Leader

Verizon is a one-stop shop for consultative transition to intelligent networking, managed services and full-scale operations

DIGITALSOCIAL TRANSFORMATIONAL ENTERPRISE NET - Software-Defined WAN Equipment & Services PLATFORMSWORKING SUITES(PAAS) Definition

This segment lists and grades providers of PaaS multi-tenant platform solutions, which can be integrated together and offered to enterprises by system integrators (and potentially by vendors acting in a SI role). We focus upon those with a high degree of automation that are ready to use out of the box (pre-built), and those which need customization by the SI (and partners) but are designed for ease of customer tailoring and modification, via open, modular and customizable components.

Data center managed service, IaaS or hybrid cloud management are optional, because a client may have another provider for infrastructure management. Cloud computing is the foundation and the philosophy behind these platforms, which can be enhanced and refined based on an expansive partner ecosystem.

Solutions may consist of a technological mix, including hybrids, of in- house developments and best-of-breed solutions by leading product and platform-as-a-service providers. They are embedded in web platforms and cloud marketplaces, which provide networking effects and integrate and distribute products or services from the platform provider and third-parties.

DIGITALSOCIAL TRANSFORMATIONAL ENTERPRISE NET - PLATFORMSWORKING SUITES(PAAS) Definition (cont.)

Many systems integrators are established players in this segment. System Integrators and IT providers support customers in the following digital transformation Their entry may have resulted from prior histories of being involved disciplines: with integrating cloud management and orchestration technological −− From products and services to solutions. advances and event processing services, coupled with their ecosystems −− From transactions to (partner) relationships. of internal and partner offerings and adaptation capabilities. −− From standard products to custom solutions. Increasingly, it appears that enterprises are searching for digital −− From products to platforms. platforms that offer intelligent business solutions by industry. The −− From mature, proprietary products to continuously improved ecosystem solutions. portfolio of providers of such platforms must therefore cover the specific areas of interest for the enterprise, as well as industry vertical and hybrid technology mixes.

DIGITALSOCIAL TRANSFORMATIONAL ENTERPRISE NET - PLATFORMSWORKING SUITES(PAAS) Observations

The companies recognized in our leader category this year include well- and single sign-on across applications; Software Defined Exchange Service for advanced established and well-known large-scale providers and identifies mid-tier connectivity and collocation across enterprise and public and other third-party cloud providers of innovative solutions that are rising stars and growing systems. Global Management One is NTT DATA’s method of offering fully integrated single- closer to the leader designation due to their successful deliveries and pane-of-glass solutions for management across the ecosystem. client reviews. The leaders and rising stars are summarized below. HCL bases its PaaS delivery streams the four transformational themes it considers most IBM's innovative cloud computing platform combines platform as a important. It strives for rapid collaboration with its clients by using its digital delivery center, service (PaaS) with infrastructure as a service (IaaS) and includes a extensive partner solutions and its own methods and products. catalog of cloud services that can be integrated with PaaS and IaaS Atos provides services and solutions for business reinvention, operational management to build business applications. and strategic consulting together with its full range of implementation services and NTT DATA’s enterprise service management and automation platform solutions. strategy, coupled with its cloud solutions portfolio, results in a Cognizant’s highly capable internal consulting, technology and delivery abilities and service-centric approach to IT to support all three primary cloud impressive roster of industry-respected external partner companies around the globe models – SaaS, PaaS and IaaS. NTT DATA uses different approaches allow for highly targeted and innovative PaaS deliveries for clients. With a large portfolio for full cloud models. These includes its: Enterprise Cloud for of successful projects and use cases in multiple industries around the world, as well as integrating hosted private, multi-tenant, OpenStack and third-party innovative and best-of-breed solution examples deployed, Cognizant appears to have clouds; Public Cloud, with pay-as-you-use flexibility on enterprise- speeded up its successes over the last 12 months. quality clouds; Identity and Access Management for ID federation

DIGITALSOCIAL TRANSFORMATIONAL ENTERPRISE NET - PLATFORMSWORKING SUITES(PAAS) Observations (cont.)

Tech Mahindra builds upon its highly significant base of PaaS and Rising star UST Global delivers strongly with consulting-led, collaboration-based solutions IaaS products and programs to deliver highly specific PaaS services for digital transformation. It applies its own innovative products and major global partner to many industries globally. Its managed operations portfolio helps offerings to rapidly realize enterprise solutions. UST’s AI-based UST-SPEED cloud migration ensure smooth delivery and ongoing support. platform enables fast and secure client migration to cloud solutions. The company also has its own and partner platform solutions, such as Corent Technology’s SurPaaS® MaaS DXC’s innovative methods and toolsets can deliver significant value advanced migration and PaaS selection and operations toolset. during implementation and transition projects. It has successfully worked with ServiceNow and the DXC Agility Platform to ensure Rising star LTI offers both horizontal (including LTI Mosaic and LTI RapidAdopt) and vertical- correct PaaS selection and use and to efficiently deliver applications specific solutions (ICEOn, REDaxis and others), platforms and technology it maps to client specific to its clients. DXC Technology and AWS agreed in August requirements. The company takes a three-pronged approach to digital transformation 2018 to build a DXC-AWS integrated practice, focusing on helping services that is organized around digital experience transformation, operational efficiency DXC technology clients migrate their existing IT environments and and technological evolution. applications to AWS public cloud.

ATOS Overview Caution Atos has a strong market presence and broad technological portfolio that it combines into an effective The perception of Atos only as an engineering and technology company could be platform and IaaS offering for digital transformation. This breadth and depth allow Atos to offer best-of-breed mitigated with an aggressive messaging campaign and rebranding and by using its solutions that use its own products or partner offerings, which can integrate into existing client technology partners’ consultative and delivery services more clearly. deployments or replace them, all with ongoing behavior and usage analysis.

Strengths

Flexible approach to legacy systems: The Atos approach includes addressing business requirements and values in new systems and platforms, or modifying existing ones and providing detailed analysis of customer behavior and acceptance of new solutions.

Significant depth of industry knowledge: Atos has expertise in IoT, manufacturing, sports, health, banking and finance and other industries. It has applied its Digital Transformation Factory and Atos Codex, Atos Digital Workplace, Atos Business Accelerators and Atos Orchestrated Hybrid Cloud to projects in various industries.

Off-the-shelf, but not necessarily generalized:Atos offers PaaS solutions for dedicated industry 2019 ISG Provider Lens™ Leader requirements in multiple verticals plus more generalized offerings, including many off-the-shelf and fast-start, building block options, such as its Codex Solutions for Siemens MindSphere. Atos has extensive skills within digital transformation using innovative PaaS solutions that correctly tailored by industry.

COGNIZANT Overview Caution Cognizant was a strong and early proponent of digital transformation and made client collaboration within the Cognizant has made many acquisitions and integrating capabilities and transfer- customer journey area one of its key portfolio areas. Cognizant has been increasing its internal abilities and ring core values and goals across divergent company types can be a significant resources and has acquired additional companies and capabilities during the last five years to position itself as challenge. Based on Cognizant’s track record to date, however, it is a challenge that a global leader. Some of its acquisitions include Netcentric, Zone, Idea Couture and Mirabeau, which were all the company appears able to meet and overcome. respected independent companies. Cognizant boasts an ever-expanding group of labs, studios and co-working areas worldwide.

Strengths

Innovative and highly respected: Cognizant’s platforms and aaS groups form a core strength. They are interwoven with experienced and highly knowledgeable business and technical implementation experts to form powerful delivery groups for enterprise PaaS solutions.

Large portfolio of successful commercial level reference cases: Cognizant has many international reference customers across a range of industries and a huge POC and pilot deployment base.

Internal and partner delivery mix: Cognizant has highly capable internal consulting, delivery and sales abilities, coupled with an enviable pantheon of respected external partner companies delivering PaaS around 2019 ISG Provider Lens™ Leader the globe. Cognizant has an extensive capability for delivering best-of-breed PaaS solutions for its clients, using its own technology or a mix with partners.

DXC TECHNOLOGY Overview Caution DXC’s offerings include consulting, concept development, integration, platforms, transition, migration and Despite being highly effective, DXC should widen its partner landscape with operation. DXC has many years of experience with managed services and offers a wide range of hybrid or providers such as SAP, AWS, Microsoft Azure and others to cover other providers virtual private cloud and platform solutions to enterprises. It also provides a managed cloud broker platform and significant application companies as soon as possible, to allow a wider client combining the front-end service consumption experience of ServiceNow and DXC Agility Platform. DXC had base and more choice of hyperscale providers for enterprise customers. approximately $24.6 billion in revenue and 150,000 employees as of fiscal year 2018. The new DXC-AWS Integrated Practice will focus on mmanaged security and compliance services for AWS, dedicated VMware Cloud on AWS migration solution, analytics services on AWS, application services for AWS and mission-critical support for SAP on AWS.

Strengths

Team experience: DXC’s highly experienced technology and transition consulting teams help clients effectively transition from traditional operating models into cloud-first transformational models with hybrid or virtual private cloud and PaaS delivery, backed by effective methods and tools to enable problem-free scalable outcomes. The company has a huge list of reference clients and projects globally and an enviable track record of successes achieved. 2019 ISG Provider Lens™ Leader Strong partner network and capabilities: DXC has many highly capable partners besides its integrated joint practices with AWS. DXC Technology is a highly experienced and effective Innovative methods and toolsets: The tooling DXC has developed in-house can deliver significant value during implementation and transition projects. Assets include the ServiceNow and DXC Agility Platform to ensure transformation- focused company with effective correct PaaS selection and use to efficiently deliver applications specific for clients. PaaS and cloud provider strategies.

HCL Overview Caution HCL operates in 41 countries with 124,000 employees, generating approximately $8 billion in revenue. The Migrating existing successful companies smoothly into cloud-first and transfor- company is strategically focused on all areas of digital transformation and enterprise digitization. It emphasizes mational programs is not easy. Although HCL seems to be able to deliver this well, four key transformational areas: people, processes, technology and ecosystems, each of which has business, caution must be given to future activities with regards resources available for clients process and delivery methods associated with it. HCL has an enviable list of reference clients and high visibility if growth is to continue. projects across its strategy range, and in particular within its platform and PaaS areas worldwide.

Strengths

Strong and deep in-house knowledge: HCL has capabilities in all areas of digital transformation. It has specific skill in operational improvement and scaling pilots into production using a wide range of technologies, cloud platforms and partners. It has a proven delivery record worldwide that is helped by the training and organizational process remodeling it can provide.

Impressive partners: Co-invested partners and acquired companies have brought specific expertise into HCL’s family of offerings and capabilities.

Multi-market experience: HCL is active in a wide array of industries and specific subsectors, and has 2019 ISG Provider Lens™ Leader impressive references of success. HCL delivers innovative and scalable enterprise level PaaS, together with clarity on process and organizational change requirements.

IBM Overview Caution IBM’s overall strategy for growth and expansion lies in its focus upon strategic solutions and services spanning IBM has an extensive partner landscape of PaaS and applications providers, but cloud, cognitive, analytics, social, mobile and security technology, and to some extent on its Digital Reinvention it perhaps should be widened to include many other niche, small and midmarket Framework. These are foundational within the IBM Cloud (formerly Bluemix) services set. IBM offers many provider companies to be far more inclusive and representative for smaller and packaged platform solutions as services for clients within this space, including many industry-specific offerings. mid-tier clients. IBM has a variety of pricing models, such as traditional, pay-per-use, volume-based and outcome-based. Its strategic focus areas specifically targeting digital transformation enablement and delivery, together with its ecosystem and platforms, applications, infrastructure and functions aaS. Solutions are usually initially realized by advisory resources from within the IBM Services divisions plus offerings and boilerplate deliveries from the IBM Cloud organization.

Strengths

Significant internal experience: IBM is well versed in delivering PaaS programs and services and is supported by consultants from the IBM Services as required to ensure successful client outcomes.

In-depth strengths in cloud migration, PaaS and related areas: IBM Services and IBM Cloud have have worked in harmony over many years and have an enviable track record of successful customer deployments. Vast industry-specific expertise:The company’s solution delivery experience is enhanced by its wide range of 2019 ISG Provider Lens™ Leader fast-start, industry-specific boilerplate options that provide clear examples and are available online globally in use case libraries.

Technology blend: The solutions incorporate advanced analytics, AI and security, which IBM can seamlessly IBM is in a leading position with innovative, extensive combine due to its long-term commitment to advanced technology as a strategic imperative. offerings and an enviable track record of success.

NTT DATA Overview Caution NTT DATA, marking its 30th anniversary as an independent entity, employs 114,000 people in more than 40 Being network and technology driven and having process optimization and countries with a revenue of approximately $14.6 billion. 2018 saw a relaunch and redefinition of the company’s migration capabilities works well with enterprises that are considering gradual focus toward digital transformation with the branding “trusted global innovator.” NTT DATA caters to all transformation. NTT DATA may need to emphasize its references in rip-and-replace enterprises doing digital transformation, both those moving to innovative and full cloud models and those solutions, which tend to rely significantly on starting with strategic and business wishing to retain their own infrastructure and data centers. For clients that want to keep infrastructure in consulting. house NTT DATA uses its Enterprise Service Management and Automation strategy that takes a service-centric approach to IT.

Strengths

Standardized and dynamic PaaS portfolio: A standardized offering with industry-specific solutions helps clients get off to fast starts. NTT DATA can also tailor solutions for targeted industry requirements.

Quality staff: NTT DATA has teams of highly experienced consultants and technologists in digital transformation that focus on integration, legacy transition, optimization, migration and retention, efficiency and stability, operations programs and more. Its multinational and multi-disciplinary teams can be rapidly accessed for specific client projects.

Infrastructure resources: NTT DATA has the networks and data centers to underpin entire transformational 2019 ISG Provider Lens™ Leader programs, plus a vast partner network of cloud and applications providers it works with on a daily basis globally. Standardized managed services portfolio: The portfolio is focused on creating intelligent data centers, with NTT DATA is a world-class large-scale provider of a tangible target of reducing business process cycle times and improving productivity through faster data processing, flexibility and elasticity to enable digital transformational outcomes. PaaS and complete transformations with solid corporate commitments and client references.

TECH MAHINDRA Overview Caution Tech Mahindra (TechM) started its own journey of full digital transformation in 2016 and is on path to deliver on The new focus on mid-tier clients in addition to the large enterprises TechM its strategic roadmap objectives from late 2018 into 2019, according to its announced plans. Using the experi- traditionally serves strain delivery methods and team deployments unless great ences gained of scaling into enterprise digital transformational solutions, and building upon its highly significant care is taken to ensure momentum and servicing equally of both categories of base of PaaS and IaaS products and programs, Tech Mahindra can deliver highly specific PaaS to many industry client. TechM seems to have managed this seamlessly to date, but the risk exists areas globally. Including its managed operations portfolio helps ensure a smooth delivery and ongoing support that resource shortages may occur. for the client.

Strengths

Experience and methods: The company has a strong and deep consulting and technology background globally. The experience, plus its extensive PaaS and IaaS expertise and efficiency-boosting transition programs with established methods, help TechM deliver transformational PaaS at full enterprise scale.

Partner breadth: TechM has a huge array of partners at all levels of the business eco chain, including technology, software and design companies. TechM is experienced in working seamlessly with partners on customer deliveries, making deployment scalability easier to ensure.

Global references: Tech Mahindra has a vast portfolio of reference projects worldwide, including POCs, pilots 2019 ISG Provider Lens™ Leader and scaled implementations utilizing or focused upon PaaS. Quality reduces risk: The company applies significant and innovative development, testing and quality Tech Mahindra have scalable PaaS offerings assurance methods within the implemented platforms. It uses AI with established methods for streamlining and improving operations and management, which acts as an accelerator and risk reduction mechanism for client and build upon demonstrable success in digital deployments. transformation deployments.

RISING STAR: LTI Overview Caution Larsen & Toubro Infotech (LTI) is a global technology consulting and digital solutions company based in More clarity about LTI’s digital transformational offerings, by means of enhanced Mumbai, India. The company has 39 registered offices in 27 countries, employing 25,000 people and producing branding and service clustering, would make the offerings transparent and simple revenue of approximately $1 billion. The company applies many technologies to support these objectives. to grasp for the enterprise clients. LTI’s Digital Command Center that provides 24/7/365 support in a DevOps-based continuous integration and development model. LTI offers both horizontal (for example its LTI Mosaic, LTI RapidAdopt) and vertical-specific solutions (ICEOn, REDaxis and others) and platforms mapped to client requirements.

Strengths

Tech platform: LTI’s consulting capabilities are strengthened by its Mosaic platform, which provides a ready-to- use reference architecture framework and integrates LTI proprietary tools and widely adopted open source and third-party tools on a scalable infra agnostic distributed computing environment creating rapid PaaS and SaaS solutions.

Global industry references: LTI has a significant enterprise solution reference base in multiple industries around the globe, including several innovative industry specific solutions with REDaxis, ICEOn and other offerings. 2019 ISG Provider Lens™ Rising Star Digital service scope: LTI’s Digital Interactive services cover areas such as user experience design, front end development, usability analysis, service design, enterprise content management, web content management, digital commerce, digital asset management and digital marketing. These services help clients design the assets LTI is a rising star in digital transformation with and applications that should be core delivery items supported on a new PaaS in the future state. relevant, innovative and deeply creative services Migration support: LTI’s proprietary platform-specific tools simplify different types of migrations, including and toolsets available. migrations of content between platforms, from legacy to future state and proprietary to third party. The tools speed delivery and remove risk from platform choices and migration.

RISING STAR: UST GLOBAL Overview Caution UST Global is a U.S. company with 18,000 employees in more than 20 countries. It had estimated revenue Compared to many other providers recognized as leaders by ISG, UST Global is of $446 million in 2017. UST Global has three “engines of innovation:” Infinity Labs (a network of “innovation smaller sized, but still offers a vast portfolio of engineering and product services. gyms”), Innovation Hub, which is its idea management system, and Open Minds, an online collaboration space. Divisional re-branding, or clustering its services, would perhaps make UST Global’s The company offers a host of services for digital, consulting, managed innovation, human centered design, digital transformation offerings clearer to the enterprise audience. advanced analytics, algorithms, cybersecurity, product development and application development. Clients include Fortune 500 companies in banking, financial services, healthcare, insurance, retail, high technology, manufacturing, shipping and telecom.

Strengths

Transformation concept and teams: UST Global approaches digital transformation design with empathy for human users. It applies a proprietary set of tools and techniques within solutions and ensures that platforms support empathy in their application delivery. UST Global brings dedicated teams together in its Innovation Pod™ model to create viable concepts, products and solutions in six to 16 weeks.

Consulting to execution: The consulting services for digital transformation help with thought leadership and can deliver digital maturity assessment, strategy, change management and implementation. Consulting is backed by comprehensive execution capabilities and a worldwide presence supported by large partners in the digital services space. 2019 ISG Provider Lens™ Rising Star

Platform differentiation: UST Global delivers PaaS and IaaS solutions that use its own tools and methods, including UST-SPEED, and world class solutions and platforms from leading providers such as SurPaaS® MaaS UST Global is a rising star in digital transformation from Corent Technology. that has with innovative capabilities, strong partner backing and multi-industry expertise.

SD-WAN Services (DIY) DIGITALSOCIAL TRANSFORMATIONAL ENTERPRISE NET - SERVICESWORKING (AAS) SUITES Definition

Digital Transformational Services / aaS

This segment evaluates and grades “cloud first” aaS service providers that are focused on digital transformation with out-of- the-box solutions or solutions that are easy to customize (often open or modular) for specific enterprise needs. The provider can manage the solution or service end to end if required. Providers may be individually focused on partial areas of the entire digital transformation enterprise service chain (for example CRM or mobile apps and IoT integration, microservice and API integration and provisioning, ERP, etc.), or may provide complete solutions based upon the overall design and transformational roadmap for the enterprise, as delivered by strategic planning.

Solutions may consist of a technological mix, including hybrids of in-house developments and best-of-breed solutions by leading product and platform-as-a-service providers. They are embedded in web platforms and cloud marketplaces, which provide networking effects and integrate and distribute products or services from the platform provider and third-parties.

DIGITALSOCIAL ENTERPRISE TRANSFORMATIONAL ENTERPRISE NET - SERVICESWORKINGNETWORKING (AAS) SUITES SUITES Definition (Cont.)

Many systems integrators are established players in this segment. automation (RPA) to self-learning and cognitive systems. Intelligent solutions, with their high degree Their entry may have resulted from prior histories of being involved of standardization, also allow for bidirectional data exchange, which can increase the level of with integrating cloud management and orchestration technological collaboration within new ecosystems for customers and partners. advances and event processing services, coupled with their ecosystems Increasingly it appears that enterprises are searching for XaaS solutions that offer services and of internal and partner offerings and adaptation capabilities. solutions tailored to specific industries and/or end-user roles, such as sales, HR or human capital Digital transformational service offerings are increasingly management, production management or marketing automation. Providers therefore must have comprehensive. They are often to be found from service provider portfolios that cover the specific areas of interest for the enterprise, as well as industry vertical and offerings and cloud marketplace providers, which combine various hybrid technology mixes. heterogeneous IT services into an intelligent solution for customers. Service providers support customers in the following digital transformation disciplines: The offerings can have very extensive scope. Individual components can −− From products and services to solutions. be used independently or can be combined. Normally, such offerings −− From transactions to (partner) relationships. are based on self-service elements that can be bought and managed via −− From standard products to custom solutions. dashboards. Payment is based on the pay-as-you-go (PAYG) model or −− From products to service solutions. on reserved resources within an enterprise agreement. −− From mature proprietary products to continuously improved ecosystem solutions. Cloud compute capacities, neural networks and data lakes make it possible to embed analytics into practically any software and hardware segments. Embedding analytics enhances the intelligence and degree of automation of business IT systems, from repetitive robotic process

DIGITALSOCIAL ENTERPRISE TRANSFORMATIONAL ENTERPRISE NET - SERVICESWORKINGNETWORKING (AAS) SUITES SUITES Observations

The providers recognized in our leader category this year range from first thinking. HCL bases its operational delivery streams upon its four key transformational the well-established and well-known large-scale companies to mid-tier themes and pursues rapid collaboration with clients via its scale and digital delivery center. providers with innovative solutions. The leaders are summarized below. HCL’s emphasis on multi-disciplinary teams are based on delivery models of open source, agile and DevOps aligned to cutting-edge technologies and cloud-first thinking. Its partner delivery IBM's innovative cloud computing platform combines platform as a companies include IBM Cloud, Microsoft (Dynamics), Oracle, Salesforce, Adobe, SAP, Infor and service (PaaS) with infrastructure as a service (IaaS) and software as others a service (SaaS) and includes a catalog of cloud services that can be integrated easily to build enterprise specific applications around the DXC’s experts utilize DXC's SaaS Accelerator, which delivers a complete set of services (and globe. environments with Solution composer) to migrate, transform, and run applications in the cloud or in a SaaS model. Built on the highly secure DXC Managed Virtual Private Cloud, this solution For the SaaS component of digital transformation, Accenture is offers an as-a-service storefront and billing record generation tool, advisory and transformation particularly well known in the CRM and HCM fields and has won services, and software monitoring and management for applications, middleware and databases. multiple awards. It works closely with Workday and Salesforce and has many successful implementations of their services, while also Atos has services and solutions for business reinvention, operational management and strategic partnering extensively with Microsoft, Oracle and Veeva. consulting and a full range of implementation services, platform solutions and SaaS solutions that can be tailored to clients or provided as out-of-the-box options. HCL places its focus and emphasis on multi-disciplinary teams for consulting, assessment, evaluation and selection, implementation, integration and cloud strategy migration, user training and handover. It is aligned to cutting-edge technologies and cloud-

DIGITALSOCIAL ENTERPRISE TRANSFORMATIONAL ENTERPRISE NET - SERVICESWORKINGNETWORKING (AAS) SUITES SUITES Observations (cont.)

Cognizant’s has cloud software services groups interwoven with Mphasis brings many key and differentiating processes, platforms and innovations to bear for experienced and highly knowledgeable business and technical client transformation projects, including out-of-the-box SaaS solutions, such as for human capital implementation experts that use its own and best-of-breed partner management (HCM). Its assets include in-house marketing labs that produce marketing maturity solution and platform sets, which forms powerful concept-to- models and its Front2Back transformation approach that links customers and other stakeholders delivery teams for enterprise SaaS solutions. The August 2018 through an engagement layer and an intelligence layer with core SaaS and infrastructure. acquisition of SaaSfocus adds 350 experienced personnel, most of which are in the Asia Pacific region and are Salesforce focused.

Tech Mahindra (TechM) has a comprehensive portfolio of industry- specific SaaS Solutions through which enterprises can realize cost savings, improve business agility and gain competitive advantage. These offerings are provided via the Cloud SDP, which provides a common mechanism to provision, monitor and manage resources. TechM maintains its previous core focus on telecommunications companies and helps them strengthen and monetize their cloud offerings for enterprises by hosting these solutions on telco clouds.

ACCENTURE Overview Caution Accenture is a large, innovative consulting company and is widely accepted as one of the world’s leading Accenture offers many innovative and advanced solutions globally. These solutions providers of digital transformational projects and cloud services. It has a presence in almost every industry and methods should also be applied within Accenture’s own operations worldwide and country. Accenture focuses on flexible and scalable concepts and designs and works with clients through without exception, which is not always the case. inception and planning (using Accenture SaaS Business Solutions Suite) to bring ideas into commercial service. Accenture has successful reference projects in consulting and integration going back for decades, including more than 100 successful recent large-scale complex SaaS projects.

Strengths

Expert consultants: Accenture’s consultants typically lead engagements by developing a comprehensive transformation concept and building suitable models for cloud computing applications. Accenture uses its innovation centers to present customers with technology and application scenarios to allow clarity and ideation regarding the future operations and possible alternatives.

SaaS deployment tools: The company has mature toolsets, including Accenture SaaS Delivery Toolkit, SaaS Global Deployment Accelerator, Accenture Partner Relationship Management Quick Start and Accenture Cloud Application Factory, and uses collaboration groups such as the Accenture AWS Business Group. This cooperation applies a combination of tools and technical and industry knowledge to client solution scenarios. 2019 ISG Provider Lens™ Leader

Automated management: Accenture utilizes its Automated Intelligent Platform that automates and integrates service management, analytics, big data, mobility, AI and security components, which can be managed via a Accenture offers an excellent portfolio in digital single interface to control and best organize applications and their utilization. transformational, cloud-first SaaS delivery worldwide, across many industries.

ATOS Overview Caution Atos is a global company with approximately $13 billion in revenue and 100,000 employees in 72 countries. Atos is still perceived by many enterprises only as an engineering and technology It combines a strong market presence with a broad technological portfolio into an effective offering in the company, although it is in fact a full-service and trusted advisory partner for digital platform and infrastructure aaS area of digital transformation. This breadth and depth allow Atos to offer transformation. companies we spoke to commented that operational capabilities best-of-breed solutions with its own products or partner offerings, which can integrate into existing client from Atos were sometimes overshadowed in the transformational area by the technology deployments or replace them if needed, all with ongoing behavior and usage analysis. emphasis placed on aaS capabilities. The company needs a concentrated effort globally to correct the perception.

Strengths

Flexible approach to new versus legacy systems: The Atos approach to SaaS delivery includes coupling business requirements and values into new systems and platforms, or modifying existing ones and providing detailed analysis of customer behavior and acceptance of new solutions.

Significant depth of industry knowledge: Atos has expertise in IoT, manufacturing, sports, health, banking and finance and other industries. It has applied Digital Transformation Factory and Atos Codex, Atos Digital Workplace, Atos Business Accelerators and Atos Orchestrated Hybrid Cloud to projects in various industries.

Fast start options, but not necessarily generalized: Atos offers SaaS solutions for dedicated industry 2019 ISG Provider Lens™ Leader requirements in multiple verticals plus more generalized solution offerings, including many fast-start, building- block options, such as its Codex for Siemens MindSphere. Atos has extensive skills, products and services applicable to digital transformation and SaaS implementation in many industries.

COGNIZANT Overview Caution Cognizant was a strong and early proponent of digital transformation and made improving the customer Cognizant has made many acquisitions and integrating capabilities, and transfer- journey one of its key portfolio areas. Cognizant has been increasing its internal abilities and resources and ring core values and goals across divergent company types can be a significant has acquired additional companies and capabilities during the last five years to position itself as one of the challenge. Based on Cognizant’s track record to date however, it is a challenge that leading companies in this area globally. Some of its acquisitions include Netcentric, Zone, Idea Couture and the company appears able to meet and overcome. Mirabeau, which were all respected independent companies. Cognizant boasts an ever-expanding group of labs, studios and co-working areas worldwide.

Strengths

SaaS provider ecosystem and new assets: Cognizant works with leading SaaS providers including Salesforce, NetSuite, Ariba, SAP, SuccessFactors and Workday. In August 2018, it acquired SaaSfocus, which adds Salesforce expertise and expands the Cognizant’s presence in the Asia Pacific region and elsewhere.

Business Process as Service (BPaaS): Cognizant’s BPaaS Platforms implement the process infrastructure and technology to operate and manage the process end-to-end. Their BPaaS solutions include Healthcare Payer, LifeAdminCore for policy administration and Digital Finance as a Service.

Innovative and highly respected: Cognizant’s design, marketing, brand, idealization, collaboration and 2019 ISG Provider Lens™ Leader realization groups form a core strength. They are interwoven with experienced and highly knowledgeable business and technical implementation experts to form powerful concept-to-delivery groups for enterprise solutions. Cognizant couples its capable internal consulting, technology and delivery abilities with an enviable Cognizant has an extensive capability for delivering pantheon of industry respected external partners around the globe allow for highly targeted and innovative best-of-breed SaaS solutions for its clients in multiple engagements. industry areas. Large portfolio of successful commercial level reference cases: Cognizant has many international reference customers across many industries, and a huge POC and pilot deployment base within its current pipeline.

DXC TECHNOLOGY Overview Caution DXC focuses on consulting and transformation offerings in hybrid IT infrastructures. DXC offerings include As with other engineering companies, changing the perception in many enterprises’ consulting, concept development, integration, platforms, transition, migration, SaaS and operation. DXC has minds from “technical service supplier” to “trusted digital transformation and appli- many years of experience with managed services and offers a wide range of hybrid or virtual private cloud cation supplier” is not easy. Much educational and marketing effort must be done and SaaS solutions to enterprises. It also provides a managed cloud broker platform combining the front-end and remain focused to ensure DXC can continue to enjoy its leadership position. service consumption experience of ServiceNow, including a cloud services catalog, with the policy, provisioning and blueprinting capabilities of DXC Agility Platform.

Strengths

SaaS expertise: DXC Technology has more than 100 instances of the top-three SaaS enterprise applications running in its cloud. The company operates 25 application delivery centers, 23 cloud centers and employs 50,000 application experts. These experts use DXC's SaaS Accelerator, which delivers a complete set of services for enterprises seeking to migrate, transform and run their applications in the cloud or in a SaaS model. DXC also applies Solution Composer, to simulate and model potential target environments. Built on the highly secure DXC Managed Virtual Private Cloud, this solution offers an as-a-service storefront, and billing record generation tool, advisory and transformation services, application monitoring and management of applications, middleware and databases. 2019 ISG Provider Lens™ Leader Technology and transition experience: DXC’s consulting teams able to assist clients in transitioning effectively from traditional operating models into cloud first transformational models with hybrid or virtual private DXC Technology is a highly experienced and operational delivery, backed by effective methods and tools to enable scalable, problem-free outcomes. effective transformational company with effective Customers and partners: DXC has a very large list of reference clients and projects globally. The joint AWS SaaS strategies and methods. practice is just one part of its strong partner network and capabilities.

HCL Overview Caution HCL operates in 41 countries with 124,000 employees, generating approximately $8 billion in revenue. The HCL walks the tightrope of clarifying that it is more than an engineering company, company is strategically focused on all areas of digital transformation and enterprise digitization. It emphasiz- but also a trusted advisor for overall strategy within the SaaS and digital es four key transformational areas: people, processes, technology and ecosystem, each of which has business, transformation space. Further emphasis of this point may be required for the process and delivery methods associated with it. This approach allows HCL to develop proofs of concept and to C-suite. scale them to pilots and to full commercial enterprise-wide deployments. HCL has an enviable list of reference clients and high visibility projects worldwide.

Strengths

SaaS capabilities: HCL uses a wide range of technologies, partners, its dedicated Center of Excellence and state-of-the-art cloud-based enterprise management and service delivery platforms. More than 2,000 HCL developers are focused on this area. The partners HCL has invested in and companies it has acquired add specific expertise to its SaaS capabilities.

Scalability: HCL has proven its ability to scale its proofs of concept and pilots into enterprise wide deployments around the globe. Its DRYiCE™ platform provides automation and ElasticOps creates operational flexibility. HCL provides training and organization and process remodeling to clients as required. 2019 ISG Provider Lens™ Leader Multi-market experience: HCL is active in a wide array of industries and specific subsectors and has impressive references of success. HCL is highly successful at delivering innovative and sustainable SaaS solutions to enterprises globally.

IBM Overview Caution IBM’s overall strategy for growth and expansion lies in its focus on strategic solutions and services spanning There is significant competition within this area of digital transformation from large cloud, cognitive, analytics, social, mobile and security and is partially based on its Digital Reinvention Frame- and small providers with vastly differing price points and payment options. IBM work. These are foundational within the IBM Cloud (formerly Bluemix) services set and IBM Cloud SaaS apps set. must be continually vigilant to retain market share. IBM usually uses its IBM Services division with offerings from its IBM Cloud and IBM Cloud SaaS organizations to satisfy strategic focus areas specifically targeting digital transformation enablement. As-a-service delivery is done through IBM’s ecosystem, platforms, applications and infrastructure.

Strengths

Significant internal experience: IBM is experienced in delivering SaaS programs and services. Its consultants from the IBM Services division help ensure successful client outcomes.

Multiple resources for migration and delivery: IBM has deep strength in cloud migration, SaaS and related ecosystem areas from its IBM Services and IBM Cloud. They have worked in harmony over many years and have an enviable track record of successful customer deployments. The company also has vast industry-specific expertise and solution delivery experience with a wide range of fast-start templated options. It provides clear examples and use-case libraries online. 2019 ISG Provider Lens™ Leader Advanced technology: IBM can create innovative solutions that seamlessly incorporate advanced analytics, AI and security because of its long-term commitment to advanced technology as a strategic imperative. IBM is in a leading position in SaaS with innovative, extensive offerings and a massive reference base.

MPHASIS Overview Caution Mphasis provides integrated solutions that include digital transformation, business process outsourcing, Mphasis is making inroads into changing its image from a software development infrastructure technology and application services. It serves the financial services, insurance, healthcare, and services company to a digital transformation company. However, much remains manufacturing, government, transportation, communications, consumer goods and retail industries. Mphasis to be done in educating enterprises as to capabilities in digital transformation. A has more than 30 offices in 19 countries with delivery centers in India, Sri Lanka, China, Australia, Japan, North further round of focused campaigns concerning this with analyst support can only America and Europe. The company employs 22,500 people and has a revenue stream of approximately $900 bolster the perception of the company over the next 12 months. million.

Strengths

Consulting, software development and engineering heritage: Mphasis has a strong track record for accomplishing business process optimization and customer delivery at scale. That now extends to digital transformational methods, platforms and processes to deliver scalable solutions as a service for clients worldwide.

Internal resource utilization: Mphasis has the competencies in marketing, branding and customer reimagination to ensure it can bring together all relevant and necessary technology and core delivery groups for any given project, across a significant array of industries. It has fast-start, out-of-the-box SaaS solutions for some industries. 2019 ISG Provider Lens™ Leader

Industrialized ideation, creation and delivery: The company can take an industrial approach to project execution by including its processes and methods, such as Front2Back, NextLabs and the Mphasis innovation Mphasis is an innovative and credible digital ecosystem that includes Sparkle Labs, Sparkle Accelerator and Sparkle Next. These and other assets help ensure transformation company delivering excellent successful delivery and ongoing training, optimization and future evolutions in the solutions it delivers. services and solutions to its clients globally.

TECH MAHINDRA Overview Caution Tech Mahindra (TechM) employs approximately 115,000 people and has revenue of $4.8 billion globally. Histor- Changing core focus from telco and engineering to enterprise and digital ically, the company has been a key ICT software provider, business and technology consulting organization and transformation can strain delivery methods and team deployments unless great a strong player in global telecommunications. TechM started its own full digital transformation journey in 2016 care is taken to ensure momentum and equal servicing of both client categories. and is on track to deliver on its strategic roadmap objectives in late 2018 into 2019. Utilizing the experiences gained from scaling enterprise digital transformational solutions, TechM has delivered many pilots and full production SaaS programs worldwide. It has a vast partner network and has made many strategic acquisitions and partnership investments in the last three years.

Strengths

SaaS offerings & telco support:Tech Mahindra has a comprehensive portfolio of industry-specific SaaS Solutions through which enterprises can realize cost savings, improve business agility and gain the competitive advantage. These offerings are provided via the Cloud SDP, which provides a common mechanism to provision, monitor and manage resources. TechM maintains its previous core focus on telecommunications companies and helps them strengthen and monetize their cloud offerings for enterprises by hosting these solutions on telco clouds.

Technical competence: TechM has strengths in consulting and its own SaaS technology. Its extensive SaaS expertise and efficiency-boosting transition programs use established methods and Cloud SDP to deliver 2019 ISG Provider Lens™ Leader transformational SaaS at full enterprise scale. TechM works with other technology, software and design companies to support smooth deployments. It has many SaaS reference projects around the world. Tech Mahindra efficiently delivers SaaS in innovative ways, assisted by robust toolsets.

SD-WAN Services (DIY) DIGITALSOCIAL PRODUCT ENTERPRISE CREATION NET &- CUSTOMIZATIONWORKING SUITES Definition

This segment covers the creation of new digital products from the ground up for enterprise, either as new service components for the business, or by adapting existing but outmoded service components. These developments and customizations may be offered as a service but fall short of the full continuous delivery paradigm. Monetization of these products should be built in and be part of the development process. Some examples of digital transformational products include application accelerators, browse- and-buy capability for mobile end users, hotspot marketing, try-before-buying/demo subscriptions and digital mirroring that simulates trying a product and provides stats and customer acceptance feedback.

DIGITALSOCIAL ENTERPRISE PRODUCT ENTERPRISE CREATION NET &- CUSTOMIZATIONWORKINGNETWORKING SUITES SUITES Definition (Cont.)

Accelerating innovation for using digital transformational products Leaders in development and customization work closely with their clients to build solutions that and methods to translate information into revenues is based on lean, meet client requirements. Their output is driven by strategy or customer feedback and result in a flexible and customer-centric business processes. The processes should demonstrated earlier ROI on a product which is scalable, responsive and adaptive. be supported with inclusive agile development that is highly mapped to The methods used for digital product creation and customization can include: the goals. The current mantra focused on “information excellence” urges Scalable deployment models to support innovation management and the dramatically increasing enterprises to scrutinize and improve all of their processes related to number of products and services. creating products and services. Major challenges for companies include developing the functionality and processes to evaluate and support Agile, lean and DevOps approaches that allow for faster, market-oriented development of products ideas within the context of current digitalization trends. and services that increase growth rates in new target markets.

External development and modification providers use different Open source and rapid application development (RAD) frameworks. approaches to address these challenges, for instance, crowdsourcing Automated and comprehensive use-case stress testing of products before release to the customer. as a service or swarm intelligence solutions. The journey from idea creation to viable commercial product is an increasingly complex one, Customers and markets expect providers to outdo each other with their fast publication of new but results are expected in ever-decreasing timescales. Change should functionality and perceive this contest as a kind of competitive strength. Agile practices can improve be a welcomed and an ongoing process within digitally transformed the speed of such innovations, for example by reducing the time between releases from months organizations, with responsive, multi-device apps with open UX design to weeks or even days and hours. These aaS development companies offer enterprises all the as a given. Application scalability and performance, plus proven and advantages of having the latest technologies and methods available to fulfil this need, with the reliable performance released in tight timeframes, are critical. additional benefit of access through a pay as you use/need cost structure, as opposed to funding in-house development teams.

DIGITALSOCIAL ENTERPRISE PRODUCT ENTERPRISE CREATION NET &- CUSTOMIZATIONWORKINGNETWORKING SUITES SUITES Observations

The providers recognized in our leader category this year include large, is underpinned by three services groups within HCL with areas of focus ranging from traditional well-established and well-known companies and smaller providers system integration to creating IP through the development of new products and platforms, with innovative solutions that are growing because of their successful including legacy application modification using ADM coupled with rapid collaboration via its scale deliveries and client reviews. The leaders includedare summarized digital delivery center. HCL has more than 7,000 modern application developers and consultants below. engaged in digital platforms and application reengineering. It also has more than 3,000 data platform consultants, BI professionals and data scientists engaged in analytics work, supported IBM's innovative cloud development and collaboration platforms by a range of Innovation Labs and a massive reference base of successful deployments. and tools, such as WebSphere and Domino, give both IBM and its enterprise clients flexibility to build innovative, robust, scalable and Cognizant is highly significant because of its huge international reference base and presence, security-rich applications based on the latest web and collaboration including the significant volume of proof of concept (POC) and pilot programs across many technologies, open platforms and extensible frameworks. IBM has industry types in its current pipeline, plus its application management automation using the built on its successful reference deployments by using the latest Cognizant HIVECenter™ integrated framework that includes automation tools and accelerators agile techniques to ensure successful client outcomes. IBM has for agile development. References include projects where Cognizant created and modified an integrated application lifecycle suite of methods, practices and applications by using modern methods such as pairing, continuous development/continuous toolchains, including open source software and Application IMPACT, testing, test-driven development, balanced teams, feedback, minimum viable products (MVPs), a modern method that uses IBM design thinking, distributed agile, build-measure-learn and waste elimination. DevSecOps and cognitive tools.

HCL is accelerating its evolution into a next-generation technology services firm through its Mode 1-2-3 growth strategy. The strategy

DIGITALSOCIAL ENTERPRISE PRODUCT ENTERPRISE CREATION NET &- CUSTOMIZATIONWORKINGNETWORKING SUITES SUITES Observations (cont.)

DXC’s innovative Apps service automation methods and toolsets Softtek infuses a DevOps mindset into agile pods to expedite code analysis, functional and were developed in-house and can deliver significant value during security testing, environment provisioning and continuous deployment. It seeks to execute these implementation and transition projects. Innovative Apps are tasks via automation with automated code generation and by using a SAFe approach. Another enabled through the proprietary DXC Bionix™ platform that infuses Softtek strength is its Nearshore model that allows same time zone development collaboration automation into application management service delivery methods with clients. and toolsets for state-of-the-art application and solution deliveries Wipro, in line with its 4 Cs strategy (customer experience, cloud, cybersecurity and cognitive for clients. computing), has created intellectual property to span the application lifecycle, including the LTI’s consulting capabilities are strengthened by its Mosaic platform, development stage. Some of its leading IP includes Digital Rigs, Wipro Digital Experience Platform, which offers solutions across key digital areas such as decision Cloud Migration Platform, Wipro Integrated Agile DevOps Platform (WID), devNXT, Data Discovery sciences, cloud, IoT and user experience. Mosaic provides a ready- Platform, Security Intelligence Center and the ServiceNXT platform, which eases managed service to-use reference architecture framework and integrates proprietary incorporation. Wipro’s Cloud Integration Kit (CLiK) is an accelerator framework of methods, LTI tools and widely adopted open source and third-party tools. reusable components and best practices to help customers plan, strategize and execute cloud Supported by other toolsets (including LTI RapidAdopt, ICEOn and integration. REDaxis), Mosaic is a compelling solution delivery engine.

COGNIZANT Overview Caution A strong and early proponent of digital transformation, Cognizant has been increasing its abilities and resources Cognizant’s depth and breadth of services are strongly apparent in the banking, organically and through acquisition during the last five years to position itself as a leading global digital product financial services, insurance (BFSI) and healthcare industries. The company also has development company. It boasts an ever-expanding group of labs, studios and collaboration facilities areas specific capabilities for the manufacturing, CPG and retail, media and communica- worldwide. tions verticals, which it is expanding.

Strengths

Diverse references: Cognizant can provide many examples of satisfied customers around the world, in different industries and at different stages of deployment. Many customers have undergone application management automation using the Cognizant HIVECenter™ integrated framework that includes automation tools and accelerators for agile development. 2019 ISG Provider Lens™ Leader Finding the value: Cognizant applies its business value management (BVM) framework to create synergy across applications, infrastructure and business processes. BVM is comprehensive blueprint that takes a holistic view of the ecosystem. It charts a transformation roadmap to deliver outcomes that improve business performance. Cognizant has an extensive capability for delivering

Highly capable internal consulting, technology and delivery abilities: Cognizant can combine its solid next-gen applications and innovative and effective consulting and delivery with complementary services and expertise from an excellent set of partners for highly enterprise solutions. targeted and innovative PaaS deliveries for clients.

DXC TECHNOLOGY Overview Caution DXC focuses upon consulting and transformation offerings in hybrid IT infrastructures. DXC offerings include As with other engineering companies, changing the perception in many enterprises’ consulting, concept development, integration, platforms, transition, migration, product development, SaaS minds from being a “technical service supplier” to “trusted digital transformation and operation. DXC has many years of experience with managed services and offers a wide range of hybrid or and application partner” is not easy. Much educational and marketing effort is still virtual private cloud and application solutions to enterprises. It can provide policy, provisioning and blueprint- needed. ing capability through the DXC Agility Platform. Solution Composer is used within development to allow an AI engine to simulate and model potential target environments. Additionally, the proprietary platform/system DXC Bionix™ is used bringing significant next-generation development methods and tools to bear.

Strengths

Transition experience: DXC has significant technology and transition experience. It is entering into next- generation outcome-based application contracts with selective, innovative clients while it continues to support its remaining clients through traditional offerings, leading them gradually towards transformation.

Proven track record: A huge list of global reference clients and projects provides proof of the successes DXC has achieved, often with its strong partner network.

Innovative app service automation methods and toolsets: Assets DXC developed in-house can deliver significant value during implementation and transition projects. Its proprietary platform DXC Bionix™ system 2019 ISG Provider Lens™ Leader infuses automation into application management service delivery through the following tools: DXC autoDetect (next-generation apps performance management); DXC autoResolve (automatic robotic tooling); DXC autoImprove (identifies improvement opportunities); DXC autoManage (optimizes workflow for operational DXC Technology is a highly experienced and effective service delivery and analytics). transformational company with effective SaaS strategies and methods.

HCL Overview Caution HCL is strategically focused on all areas of digital transformation and enterprise digitization. It emphasizes four HCL should further invest in building domain-specific industry solutions. Domain key transformational areas: people, processes, technology and ecosystem, each of which has business, process expertise is an important client consideration when selecting partners for innova- and delivery methods associated with it. HCL has an enviable list of reference clients and high visibility projects tion and next-gen initiatives, especially in digital transformation programs. worldwide.

Strengths

Digital focus: HCL has more than 7,000 modern application developers and consultants engaged in digital platforms and application reengineering. It also has more than 3,000 data platform consultants, BI professionals and data scientists engaged in analytics work. They are supported by a range of Innovation Labs, including digital experience design studios in the U.S., Netherlands, India and Singapore. HCL also established multiple co-innovation labs with customers across a wide range of industries. These labs house more than 200 design resources and 50 business consultants.

Internal and partner knowledge: HCL brings capabilities in all areas of digital transformation. Its use of state- of-the-art cloud-based enterprise management and service delivery platforms, with significant development

staff and in-house developers delivers strong credibility in the area. The company has invested in partners, 2019 ISG Provider Lens™ Leader acquired companies and developed business relationship partnerships to bring specific expertise into the overall HCL family of offerings and capabilities. HCL delivers innovative and effective development Proven ability to deliver: Whether a proof of concept project or at enterprise wide-scale, HCL has proven it can execute commercial deployments around the globe. Its Custom Application Development services are and modification methods and skills into the supported by deep industry expertise and support both modern and legacy platforms including .Net and Java, enterprise digital transformation arena. PaaS (Azure, Amazon Web Services and Salesforce Automation) and mobile platforms including Android, iOS and Windows.

IBM Overview Caution IBM’s overall strategy for growth and expansion lies in its focus on strategic solutions and services spanning IBM is challenged by many fast and smaller companies that are competing strongly cloud, cognitive, analytics, social, mobile and security and is partially based on its Digital Reinvention and at highly challenging price points. IBM cannot afford to lose its vigilance and Framework. These are foundational within IBM, which has a relatively new agile culture that encompasses a must continue to adapt to current development trends. It also must strive to remain combination of lean and agile techniques like continuous delivery and design thinking to ensure the customer a thought leader in the area and address its premium price point positioning. experience takes center stage. IBM offer many different models of agile and rapid prototyping development methods, and continuous upgrades and modifications following initial creation if required. The company’s strategic focus areas, teams, tribes, chapters and guilds specifically target digital transformation enablement and delivery. It offers parts of its ecosystem and platforms, applications, infrastructure and functions as a service. Strengths

Significant internal experience: IBM has a history of delivering client specific, and generic applications and services in cloud-based collaborative environments, using the latest agile techniques to ensure successful client outcomes. IBM possesses an integrated application lifecycle suite of methods, practices and toolchains, including open source software, Application IMPACT, a modern method that uses IBM design thinking, distributed agile, DevSecOps and cognitive tools.

Vast industry specific expertiseand solution delivery experience with a wide range of fast start “boilerplate” 2019 ISG Provider Lens™ Leader options by industry available with clear examples online and available in specific industry libraries of use cases globally to allow for rapid development and flexible solutions delivery. IBM is a thought and market leader in product

Innovative solutions: IBM incorporates advanced analytics, AI and security. It has long been focused on these development and modification with innovative and technologies and has the experience to embed them into solutions as appropriate. advanced methods and techniques in play. IBM’s coverage of the value chain is unprecedented.

LT I Overview Caution Larsen & Toubro Infotech (LTI) is a global technology consulting and digital solutions company based in LTI retains its mid-tier structure and a vast portfolio across many business focus and Mumbai, India. The company has 39 registered offices in 27 countries, employing 25,000 people and producing industry areas. Adding to their volume of managed services engagements and other revenue of approximately $1 billion. The company takes a three-pronged approach to digital transformation deployed solutions must be a prime goal so the company can clearly demonstrate it services that is organized around digital experience transformation, operational efficiency and technological is in fact a large-scale provider with a competitive portfolio of deployments. evolution. LTI offers both development for both horizontal (for example, its LTI Mosaic, LTI RapidAdopt) and vertical-specific solutions (ICEOn, REDaxis and others) and provides solutions and platforms mapped to client requirements. It has a significant enterprise solution reference base in multiple industries around the globe.

Strengths

Digital service scope: LTI’s Digital Interactive services cover user experience design, front end development, usability analysis, service design, enterprise content management, web content management, digital commerce, digital asset management and digital marketing to help clients design the assets and applications they need.

Tech platform: LTI's consulting capabilities are strengthened by its Mosaic platform, leveraging the power of Data, AI & Automation. The foundation of the platform is equipped with state-of-the-art data engineering and advanced analytics capabilities. Mosaic provides a ready-to-use reference architecture framework and 2019 ISG Provider Lens™ Leader integrates LTI proprietary tools and widely adopted open source and third-party tools on a scalable infra agnostic distributed computing environment. LTI is highly credible in the digital transformation Migration support: LTI’s proprietary platform-specific tools simplify different types of migrations, including development space and has innovative and deeply migrations of content between platforms, from legacy to future state and proprietary to third party. The tools creative relevant services and toolsets. speed delivery and remove risk from platform choices and migration.

SOFTTEK Overview Caution Softtek is a Mexico-based privately held company operating across the Americas, Europe and Asia Pacific. It The company is small compared to many others reviewed, although it is delivering provides agile development services from its total base of 12,000 associated staff, located in 16 delivery centers world-class solutions. Ongoing investment in resources, either by organic or acquisi- located in U.S., Mexico, China, Brazil, Argentina, Costa Rica, Spain, Hungary and India. The company provides tion growth would be highly desirable and serve to act as a credibility enhancement application software development, testing, security and support, business process outsourcing (BPO) and IT when dealing with large enterprises. infrastructure management, and security and support to more than 400 corporations in more than 20 countries. It also acts as a value-added reseller (VAR) for SAP SE, Informatica, Cognos, Business Objects and other software vendors. It has a strong partner portfolio, including AWS. It is estimated to have a $500 million revenue stream globally. Strengths

DevOps first:Softtek infuses a DevOps mindset into agile pods to expedite code analysis, functional and security testing, environment provisioning and continuous deployment. It seeks to execute these tasks via automation.

Code generation tools: Softtek has been investing in creating template-based prototypes to expedite development of applications that are built from scratch. It is also developing automatic code generation based on functional patterns.

SAFe approach: Softtek has trained development resources available, with more being added rapidly. It uses 2019 ISG Provider Lens™ Leader SAFe agile methodologies to help customers adopt and implement distributed agile at the enterprise level. Agile nearshore model: Softtek’s trademarked Global Nearshore model is one of its biggest differentiators Softtek is a good candidate for agile-enabled for agile development. In the model, its distributed agile teams are located within the same time zone as its developments, particularly for enterprises that customers, which realize benefits of agile while having resources at low-cost locations that can communicate and collaborate conveniently in real time. require a higher onshore or nearshore presence.

WIPRO Overview Caution Wipro is a leading global information technology, consulting and business process services company. It is The need to focus increasingly in industry-specific solution areas, with industries focused on digital transformation by using cognitive computing, hyper-automation, robotics, cloud, analytics such as BFSI, manufacturing and energy, may require Wipro to undertake a and emerging technologies to enable enterprise clients adapt to the digital world and make them successful. significant program of investment or retraining to ensure it consistently achieves Besides innovative new cloud-first application and service developments, Wipro provides solutions to consol- the required depth of knowledge. idate clients’ existing application portfolios by moving them to platforms from vendors including Microsoft, Oracle and SAP, or by developing customized, intrinsic platforms.

Strengths

DevOps and agile advisory: Wipro’s DevOps framework includes a continuous delivery model to provide on-demand IT delivery. Its Global Agile Model for Enterprise (W-GAME) is a step-by-step model that focuses on aligning people, processes, practices and tools using various lean principles and agile approaches. Wipro also has a proprietary framework called 3D (Discover, Develop and Deliver) to help clients in their agile transformation.

Focus on digital: Wipro’s Digital Experience Platform is designed to deliver experience across marketing, sales and services functions. In the last five years Wipro has made some key acquisitions. Its major deals include the Appirio acquisition to become a dominant player in cloud applications, TopCoder platform to enable innovation via crowdsourcing and the Designit and Cooper acquisitions to enhance its capabilities in digital and customer 2019 ISG Provider Lens™ Leader experience. Tools, IP and accelerators: Wipro has created intellectual property to span the application lifecycle, including Wipro produces highly respected solutions in the development stage. Some of its leading IP includes Digital Rigs, Cloud Migration Platform and Wipro Integrated Agile DevOps Platform (WID). Wipro’s HOLMES cognitive solution enables solutions that add valuable diverse industries globally. It has an excellent growth context, intelligence and automation to enterprises. strategy in place for its agile development practice.

SD-WAN Services (DIY) DIGITALSOCIAL CONTINUOUS ENTERPRISE DELIVERY NET- – INCREASINGWORKING SUITES ENTERPRISE AGILITY Definition

Digital Continuous Delivery gives organizations the ability to develop and deliver high-quality software faster and more efficiently than ever before. It allows the use of development pods, innovation labs and direct feedback from end users and customers to increase the relevance of software being released into the market and to shape new specific products and micro services. End-user and customer feedback is often captured automatically via usage pattern analytics. Enterprises can have in-house continuous development and innovation staff, access resources jointly with in-house and external partner companies or through an as-a-service arrangement, with only the management and authorization function remaining in-house.

DIGITALSOCIAL ENTERPRISE CONTINUOUS ENTERPRISE DELIVERY NET- – INCREASINGWORKINGNETWORKING SUITES ENTERPRISE SUITES AGILITY Definition (Cont.)

Accelerating innovation for using digital transformational products design thinking, A/B tests and methodology experts to facilitate product creation. Prototypes can and methods to translate information into revenues is based on lean, be created and tested very quickly using agile methods. Providers that compete in this market can flexible and customer-centric business processes. The processes should engage by project or as a continuous permanent innovation lab, and can share revenues from be supported with inclusive agile development that is highly mapped to product monetization. the goals. The current mantra focused on “information excellence” urges Closely related to the Digital Product Creation segment of the digital transformation market, enterprises to scrutinize and improve all of their processes related to continuous delivery is a process that enables development teams to almost constantly roll out creating products and services. Major challenges for companies include well-tested code that is always in a production-ready state based upon real customer or business developing the functionality and processes to evaluate and support need. To achieve continuous delivery, required changes from the business, market or user groups ideas within the context of current digitalization trends. (as captured via collaboration or usage tools) feed requirements given to application development Providers of this set of services must be able to offer all the benefits teams. The teams then incorporate automation to produce and deliver updates more rapidly and and practices of companies from within the Digital Product Creation & with fewer errors. Once a new feature or update is complete, the code is immediately available for Customization space, (as described in the preceding segment), and also deployment to test environments, pre-staging or live production. In continuous delivery, software offer a workplace or shared workspace experience for collaboration. is continuously tested for production readiness with feedback provided automatically whenever Under this environment, employees or user groups crowdsource a change is made. Building, testing and releasing software faster and more frequently reduces to develop new products and services designed for new digital the cost, time and risk of deploying changes by allowing for ongoing, incremental updates to experiences. The providers have assets to support product ideation and applications in production. prototype testing such as: collaboration tools, virtual reality labs, IoT platforms for prototyping, telepresence for remote team collaboration,

DIGITALSOCIAL ENTERPRISE CONTINUOUS ENTERPRISE DELIVERY NET- – INCREASINGWORKINGNETWORKING SUITES ENTERPRISE SUITES AGILITY Observations

To achieve these goals, closed systems must be broken down and desires. Deploying automatically pushes applications, features and fixes to customers quickly, analyzed to determine their suitability and potential degree of helps avoid version and configuration control conflicts for deployed products and applications, and openness towards the market. Theoretical models must be transferred delivers competitive benefits. into data-driven or virtual systems, and processes must be transferred Separating the deployment of code from its release to users is an extremely powerful part of from people to machines. Providers must have process competence continuous delivery and deployment. Code can be deployed to production without initially activating and know about the need to tap into external networks (which are it or making it accessible to users. Then, the organization decides when to release new functionality mostly cloud-based) as sources of information, knowledge and trends. or features independent from deployment. This gives organizations a great deal of flexibility by Providers also need to have change management skills to involve separating business decisions from technical processes. If the code is already on the servers, then employees across multiple departments and explain the benefits deployment is no longer a delicate part of the release process, which minimizes the number of of changing core processes and must possess continuous agile individuals and the amount of work involved at the time of release. development skills. In this segment, we consider those providers offering development and deployment services and Continuous delivery automatically deploys each app or software build those that are capturing business and user requirements or providing innovation labs or methods, that passes the full automated test cycle. Instead of waiting for a workplace experiences, development pods and related services. human to decide what and when to deploy to production, a continuous deployment system deploys everything that has successfully traversed the creation/testing/deployment pipeline. Although the new code now is automatically deployed, techniques exist to activate new features or applications later, or only for specific subsets users if the enterprise

DIGITALSOCIAL ENTERPRISE CONTINUOUS ENTERPRISE DELIVERY NET- – INCREASINGWORKINGNETWORKING SUITES ENTERPRISE SUITES AGILITY Observations

The providers recognized in our leader category this year are all HCL supports its digital transformational capabilities with three service groups whose focus ranges well-known providers of innovative solutions who are recognized from traditional system integration to creating IP to developing new products and platforms, internationally and are all multi-award winners in a variety of including legacy application modification using ADM coupled with rapid collaboration. These groups categories, including innovation and collaborations labs, methods, call upon teams from other areas of HCL engineering as required and collaborate on continuous customer experience and agile development and deployment. The delivery/continuous improvement as part of the overall transition process for their clients. The leaders are profiled below. company has specific competency in scaling application and solution pilots into production, using DevOps and continuous delivery and improvement processes across the entire software IBM iX’s strong pool of visionaries and ideation studios, business and development life cycle (SDLC). HCL uses state-of-the-art cloud-based enterprise management and technology realists and experienced implementation teams from service delivery platforms, and its significant development staff and in-house developers delivers within iX and from its partners, such as Salesforce and the greater strong credibility in the area. IBM ecosystem, make iX a powerful constellation and end-to-end solution provider. Continuous delivery and continuous improvement Tech Mahindra has a strong and deep consulting and technology background globally plus extensive are designed in through iX’s modeling holistic design approach. iX DevOps and cloud-first expertise and efficiency-boosting transition program. It uses established can include Bluewolf (which IBM acquired in 2016) resources for methods and its ADOPT DevOps Framework and Cloud SDP to deliver transformation with additional Salesforce expertise, including Salesforce Storefront continuous delivery at enterprise scale. Reference Architecture. Delivery and realization teams from within IBM’s great ecosystem (such as IBM Z and IBM Cloud Garage) help create the platforms, methods and infrastructure and to enable the operation.

DIGITALSOCIAL ENTERPRISE CONTINUOUS ENTERPRISE DELIVERY NET- – INCREASINGWORKINGNETWORKING SUITES ENTERPRISE SUITES AGILITY Observations (cont.)

DXC has entered into next-generation outcome-based application application management automation using the Cognizant HIVECenter™ integrated framework contracts with continuous improvement and delivery models with that includes automation tools and accelerators for agile development. selective, innovative clients, and continues to support its remaining Wipro’s DevOps framework includes a continuous delivery model to provide on-demand IT. Its clients while leading them towards full transformation over longer Global Agile Model for Enterprise (W-GAME) is a step-by-step model that focuses on aligning periods. Its proprietary DXC Bionix™ platform has significant next people, processes, practices and tools and uses various lean principles and agile approaches. generation development methods and tools and is used to evaluate Wipro also has a proprietary framework called 3D (Discover, Develop and Deliver) to help clients DevOps cases for improvement in operations within continuous in their agile transformation, as well as CLiK (a cloud integration and accelerator kit) and the development and improvement cycles. Renaissance ecosystem. These give the company richness of tools, methods and processes to fit Cognizant’s highly respected design, collaboration and realization any enterprise need. groups form a core strength. It interweaves them with its highly knowledgeable business and technical implementation experts and best-of-breed solution and platform sets from Cognizant and its partners to create powerful concept to delivery to groups for enterprise solutions. Cognizant can provide many examples of satisfied customers around the world, in different industries and at difference stages of deployment. Many customers have undergone

COGNIZANT Overview Caution Cognizant has a large portfolio of successful projects and use cases in multiple industries around the world. Cognizant’s depth and breadth of services are strongly apparent in some core Its innovative and best-of-breed solution development examples including agile and innovative continuous industries but do not reach across all verticals to encompass the full range of global development methods and tools. The company also has an enviable selection of industry respected external businesses that are interested in digital transformation and continuous delivery partners that it works with in collaboration labs worldwide to explore requirements and solutions rapidly. initiatives.

Strengths

Modern framework: Cognizant’s OneAgilityTM framework enables clients to model a concept and bring it to market using modern engineering practices. It allows for modifications driven by end-user experiences and requests in a continuous delivery model. It incorporates techniques and processes from the VersionOne unified agile and DevOps solution. supporting SAFe® 4.5, DaikiboTM and other agile scaling frameworks and continuous delivery models.

Development ability: Cognizant’s innovative and highly respected design, collaboration and realization groups and other units form a core strength. Efforts are focused via the Cloud Software Services groups, which are interwoven with experienced and highly knowledgeable business and technical implementation experts for using Cognizant partner solutions and platform sets. The combination creates powerful concept-to-delivery teams for enterprise applications. 2019 ISG Provider Lens™ Leader Large portfolio of successful commercial level reference cases: Cognizant can showcase client wins on an Cognizant has extensive capability for delivering international basis. It has a huge base of deployed programs, ranging from POC to production maturity. Many successful outcomes in digital transformation and references include application management automation using Cognizant HIVECenter™ which has automation tools and accelerators for agile development. continuous delivery and has highly interesting toolsets and methods to assist.

DXC TECHNOLOGY Overview Caution DXC focuses on consulting and transformation offerings in hybrid IT infrastructures. DXC offerings include Changing the DXC perception in many enterprises’ minds from being a “technical consulting, concept development, integration, platforms, transition, migration, SaaS, DevOps and operational service supplier” to a “trusted digital transformation supplier” is not easy. Much models. It can provide a managed cloud broker platform combining the front-end service consumption education and marketing effort must still be done to ensure this message is experience of ServiceNow, including a cloud services catalog, with the policy, provisioning and blueprinting effectively communicated. capabilities of DXC Agility Platform.

Strengths

Referenceable experience: Highly experienced consulting and technology teams to effectively transition clients to cloud-first transformational models with hybrid or virtual private cloud. The company has a large list of reference clients and projects globally and an impressive track record of successes achieved. It also has a significant partner network and capabilities, including a joint practice with AWS.

Contract flexibility: DXC has entered into next-generation outcome-based application contracts with continuous improvement and delivery models with selective, innovative clients.

Tooling adds value: Innovative application service automation and continuous improvement methods and 2019 ISG Provider Lens™ Leader toolsets were developed in-house and can deliver significant value during implementation and transition projects. The DXC Bionix™ platform infuses automation into application management service delivery. DXC Technology is highly capable of delivering with Apps security on demand: This service identifies application security defects and vulnerabilities to fix digital transformation and continuous delivery and before a breach. Key attributes include proactively safeguarding critical data, secure hosting in DXC’s cloud improvement methods for enterprise across industry and consumption-based pricing. It is adaptive to new services and microservices that are created as part of continuous delivery. domains.

HCL Overview Caution HCL is strategically focused on all areas of digital transformation and the enterprise digitization in four key ar- HCL should attempt to widen its reference and capabilities across more industries eas: people, processes, technology and ecosystem, each of which has business, process and delivery methods and should select partners for innovation and next-gen initiatives, especially in associated with it. HCL has DevOps focus around Docker and Puppet on Nutanix infrastructure, which allows it digital transformational continuous development and customer-led improvement to develop proof of concept and pilot projects that can scale to full commercial enterprise-wide deployments areas. rapidly.

Strengths

Strong and deep in-house knowledge: HCL has proven capabilities in digital transformation projects where it used DevOps and continuous delivery/improvement processes across the entire software development life cycle (SDLC). By using state-of-the-art, cloud-based enterprise management and service delivery platforms with significant development staff and in-house developers, HCL delivers strong credibility in the area.

Digital focus: HCL has more than 7,000 modern application developers and consultants engaged in digital platforms and application reengineering, including for DevOps and continuous delivery/improvement. It also has more than 3,000 data platform consultants, BI professionals and data scientists engaged in analytics work, supported by a range of Innovation Labs globally. HCL has also established multiple co-innovation labs with 2019 ISG Provider Lens™ Leader customers across a wide range of industries. These labs house more than 200 design resources and 50 business consultants. HCL’s Custom Application Development services are supported by deep industry expertise, HCL delivers innovative and effective continuous supporting both modern and legacy platforms. delivery and improvement methods and solutions in Partner assets: The company has invested in partners, acquired companies and developed business the enterprise digital transformation arena. relationship partnerships to bring specific expertise into the overall HCL family of offerings and capabilities.

IBM IX Overview Caution As a leading ideation-to-impact company, iX focuses on bringing the key areas of strategy, creativity and Expanding industry-specific knowledge to cover all sectors currently that are technology together to form innovative but consistent solutions so its clients can realize and capitalize on looking into digital transformation is a challenge, especially as many companies digital transformation. It uses 40 design and co-working studios and innovation centers around the globe to are currently seeking to hire. iX potentially needs to expand its internal resources assist in this endeavor. iX can create teams from within the company, IBM as a whole, and the client enterprise and have more IBM implementation team members permanently available, or have from the earliest concept ideation stage to realization, implementation and continuous improvement to deliver clear handoff points for where iX’s services end and IBM’s begin. against agreed business strategy.

Strengths

Strong range of visionaries and ideation studios: Staffing includes business and technology realists and experienced implementation teams from within iX, its partners such as Salesforce and the greater IBM ecosystem, making iX a powerful constellation for end-to-end solutions.

Facilitation skills: iX is able to discuss businesses needs with clients and bring ideation ranging from the conservative to the avant-garde, including branding, design, delivery services and microservices and culture or organization changes. It knows how to make this happen in reality within a continuous delivery/continuous improvement model. 2019 ISG Provider Lens™ Leader Knowledge and experience: iX has full knowledge and strengths across the portfolio of digital transformation needs, and an understanding of success requirements and dependencies. It is highly experienced and has global references in many industries. IBM iX is strongly placed as a design and business change company, with blurred lines regarding its integration with the greater IBM ecosystem.

TECH MAHINDRA Overview Caution Using the experiences gained of scaling into enterprise digital transformational solutions, Tech Mahindra Continuous delivery and improvement based on changing end-user requirements (TechM) has delivered transformational solutions worldwide. TechM’s experience includes introducing contin- and microservice deployments is a relatively new area for enterprises. TechM has uous delivery and improvement programs utilizing its 3T approach, which is an effective and proven recipe for the heritage to deliver effectively, but the agility of its development and liaison achieving transformation through process redefinition, tools implementation and holistic training. teams, as well as its AI capabilities, could be seriously challenged by the volume and scope of deployments during 2019.

Strengths

Transformation-oriented resources: Tech Mahindra has a comprehensive portfolio of industry-specific solutions that enable continuous delivery within digital transformation, using the 3T approach or the proprietary ADOPT Framework to build in DevOps efficiencies. Its DevOps initiatives can be applied to both existing applications as well as future, cloud-based and mobile first applications. TechM’s ADOPT and Cloud SDP help deliver transformation with continuous delivery at enterprise scale.

Expanding capabilities: The company has a vast partner network and has made many strategic acquisitions and partnership investments over the last three years. Its ecosystem includes technology, software and design companies. Tech Mahindra is experienced in working seamlessly with partners on customer projects to make 2019 ISG Provider Lens™ Leader deployment scalability easier to ensure Tech Mahindra efficiently delivers DevOps and Responsible approach: Significant and innovative development, testing and quality assurance methods that continuous delivery and improvement programs use AI, together with continuous delivery models and established methods for streamlining and improving operations and management, help TechM accelerate and remove risk from client deployments. and has transitioned them well into digital transformational deployments.

WIPRO Overview Caution Wipro not only provides innovative new cloud-first application and service developments, it can consolidate Market demand for additional industry specific solutions and expertise within them clients’ existing application portfolios by moving them to platforms from vendors including Microsoft, Oracle may require Wipro to undertake a significant investment or retraining program to and SAP, or by developing customized, intrinsic platforms. ensure it has the required depth of knowledge in each vertical. Wipro’s Cloud Integration Kit (CLiK) is an accelerator framework of methods, reusable components and best practices to help customers plan, strategize and execute cloud integration. Wipro’s Renaissance Delivery Experience Ecosystem enables efficient restructuring of enterprise deliveries from conception/ideation, to technology architecture and cloud ecosystem, to end user delivery and continuous operations using automated methods and AI.

Strengths

DevOps and agile advisory for continuous delivery: Wipro’s DevOps framework includes a continuous delivery model to provide on-demand IT delivery. Its Global Agile Model for Enterprise (W-GAME) is a step-by- step model that focuses on aligning people, processes, practices and tools and uses various lean principles and agile approaches. Wipro also has a proprietary framework called 3D (Discover, Develop and Deliver) to help clients in their agile transformation, as well as CLiK and Renaissance. 2019 ISG Provider Lens™ Leader CD platform: Wipro’s Continuous Delivery Platform is designed to deliver seamless integration with application development, testing and management tools, enhance collaboration between internal teams, enable faster Wipro produces highly innovative and respected time-to-market through automation and shorter release cycles, and to reduce project costs through innovative cloud-based pricing models. solutions backed by expertise, toolsets, methods and processes, including AI and automation and RPA, Addressing the lifecycle: Wipro Digital Experience Platform, Wipro Integrated Agile DevOps Platform (WID) and ServiceNXT ease managed service incorporation. which are world class.

SD-WAN Services (DIY) SOCIAL ENTERPRISE NET- WORKINGBLOCKCHAIN SUITES AS A SERVICE

Definition

Blockchain is potentially a vast and highly disruptive area. Although commonly associated with Bitcoin and other cryptocurrencies, blockchain technology has many other applications. Simplistically, a blockchain is a type of distributed ledger or decentralized database that keeps continuously updated digital records of who owns what, with a network of replicated databases, synchronized via the Internet and visible to anyone within the public network. Blockchain networks can also be private with restricted membership like an intranet. In a private network, only those with keys can access and view data. When a digital transaction is carried out, it is grouped in a cryptographically protected block with other transactions that have occurred in the last 10 minutes or less, and the record is sent to the entire network.

SOCIAL ENTERPRISE ENTERPRISE NET- WORKINGNETWORKINGBLOCKCHAIN SUITES AS SUITES A SERVICE

Definition (Cont.)

Bitcoin is merely the first and most well-known use of distributed also bring unprecedented security benefits. Hacking attacks that commonly impact large centralized ledger technology. In fact, Bitcoin is only one of approximately 700 intermediaries like banks would be virtually impossible to carry out on a blockchain, because every applications that use the blockchain operating system today. One block ever made on a subject, across the entire internet or network, would have to be overwritten, example of blockchain’s evolution and broad application beyond digital as would the backups. currency is the development of the Ethereum public blockchain, which In general overview terms, we can think of Blockchain as a Service (BaaS) as a service or platform is providing a way to execute peer-to-peer contracts. Another example that enables the development of software applications on or for a specific blockchain network is provenance and authenticity tracking, which allows an unbroken – for example, Microsoft Azures BaaS or Hyperledger. Many of the templates, fast-start and chain of evidence based on numbers, codes, readable tags and even boilerplate solutions referenced below fall into the toolset category to help enable development photographic evidence to be available in an unbroken chain from an or customization more rapidly than the alternative of developing completely custom blockchain item’s manufacturer or provider, through distributors and third parties, applications without those frameworks in place. to the purchaser/end user. The process can provide evidence of the Many industries are currently using or piloting blockchain services; several are profiled in the item and record all steps in its supply chain from origin to end user. following sections. Such distributed ledger approaches increasingly are being used for tracking art and other valuable objects, and in areas such as aircraft and vehicle maintenance part inventory.

Blockchain’s decentralized, open and cryptographic nature allows people to trust each other and transact peer to peer, making the need for intermediaries obsolete. The technology and processes it enables

SOCIAL ENTERPRISE ENTERPRISE NET- WORKINGNETWORKINGBLOCKCHAIN SUITES AS SUITES A SERVICE

Definition (Cont.)

Banking Insurance Blockchain represents a double-edged sword for the banking industry. Like banking companies, insurance organizations have a great prospective opportunity to use The technology provides an opportunity to reduce transaction blockchain technology to reform processes, such as premium payment, claims processing and others. cost and the amount of paper used in banks. On the other hand, it However, the majority of insurers are taking a wait-and-watch approach to blockchain and have been provides an opportunity to start a bank at lower cost and has attracted following developments in this technology. many fintech startups to the banking industry. From an accounting Retail perspective, blockchain as a triple entry system is the evolution from As multi-digital technology environments surface and consumers and retailers opt for omnichannel a double entry system (debits/credits). In part, this can be perceived options, they are finding it necessary to keep cognizant of developments that occur during the entire as a threat to traditional banking, finance and accounting because it product and purchase lifecycle. That includes checking the authenticity of individual high-value or displaces a multitude of systems and processes. semi-unique items (such as autographed memorabilia), plus item and provenance tracking for art and Financial Services other valuable objects, as well as high-volume but lower-cost items, as illustrated by IBM and Walmart To stay strong in the fast-adopting digital world, financial institutions collaborating to track lettuce. have eliminated the requirement of using a trusted third party to Retail Supply Chain Tracking and Verification validate transactions and replaced it with a decentralized network Retail and consumer goods companies are exploring blockchain for supply train visibility. The model, which enables faster transactions and improved data quality. technology can allow businesses throughout the supply chain to authenticate and verify goods and their components, such as the source the raw materials procured to produce tennis shoes. Knowing that the materials in shoes are not from a questionable source, or being able to include “sustainable,” “fair trade” or “ethical” labeling on products (and the seller’s ability to track and verify any such packaging claims) is increasingly important to consumers. 88

SOCIAL ENTERPRISE ENTERPRISE NET- WORKINGNETWORKINGBLOCKCHAIN SUITES AS SUITES A SERVICE

Definition (Cont.)

Healthcare technology platforms and software protocols that will accelerate the flow of data between stakeholders The healthcare ecosystem has numerous stakeholders throughout and reduce the support required for traditional IT architecture.

the value chain that are generating large volumes of siloed data. The Energy industry is working towards data interoperability, which could produce There are blockchain use cases and initiatives in several segments of the energy industry. more accurate diagnoses and effective treatments at an optimal Chemical companies rely on extensive supply chain networks to deliver their products and services to cost. Blockchain can play a role in creating data interoperability and the global market. The industry constantly reorganizes and becomes more complex with an increasing transparency. number of participants managing their ledgers in compliance with their own policies. Blockchain Life Sciences implementation can enable these business transactions to be more efficient, cost effective and less The life sciences ecosystem also has siloed data generated across the vulnerable. value chain. The industry Is working toward better drug development In Oil and Gas, (O&G) the inefficiencies due to the time-intensive dependencies across the value chain, and traceability processes, including improved methods for provenance which have been perceived as business as usual over time, can be addressed by blockchain, leading certification. Data interoperability becomes more important as life to augmented operating transparency. In this volatile pricing environment, blockchain is expected to sciences organizations adapt value-driven approaches. expedite the pursuit of profitability for oil and gas enterprises. Many applications have already been Travel, Transportation and Leisure addressed in O&G by blockchain, such as: As multi-digital technology environments surface, enterprises in the travel, transportation and leisure sector look for peer-to-peer

SOCIAL ENTERPRISE ENTERPRISE NET- WORKINGNETWORKINGBLOCKCHAIN SUITES AS SUITES A SERVICE

Definition (Cont.)

−− Supply chain – Upstream and downstream. part recalls, etc.). −− Field equipment management (warranty claims, part and heavy −− Logistics and transportation are considering distributed ledger applications for fleet manage- machinery tracking). ment, route and item tracking, of supply chain validation and more. −− Land ownership, mineral rights, royalty distributions, tax −− Retirement planning. payments, accounting. −− Real estate services. Regulatory compliance, from the field to the pump. −− Some of the areas expected to leverage blockchain to streamline overall operations and facilitate −− Trading options/futures on O&G prices is only one of several more reliable services include processes for planning and managing contracts and service finance-related applications. agreements, tracking and time stamping document reviews in retirement services and real estate −− In the Utility segment, blockchain technology is expected to transaction processing. enable utility players and consumers to trade power utilities on a Manufacturing and Parts Verification / Maintenance peer-to-peer basis Blockchain is being piloted and increasingly coming into use in manufacturing industries where it Business Services is critical to validate and be able to reference genuine and specific parts associated with specific Blockchain is expected to influence professional services in many ways, assemblies and/or assembly revision levels (which is a common requirement in the aerospace and especially for its ability to enable self-executing contracts. Below are defense and automotive industries). These industries are also considering it to deal with warranty just some of the examples currently happening: claims, part recalls, service requests and repairs. One example is tracking that genuine parts have

−− Automotive industry (for example, OEM supply chain tracking, been used in a mandatory upgrade to a specific type and variant of aircraft and its engines. It is cross collaboration of manufacturers, part provenance tracking, critical to have a database that is verifiable and difficult to falsify or hack. Such databases need to

SOCIAL ENTERPRISE ENTERPRISE NET- WORKINGNETWORKINGBLOCKCHAIN SUITES AS SUITES A SERVICE

Definition (Cont.) Observation

provide a record of each part and a chain of evidence back to point The providers recognized in our leader category this year have all announced and are delivering of manufacture, and to enable output when records may need to be upon a strategic focus on blockchain. Large multinational providers dominate leadership. provided to third parties and regulators, for example the FAA. The value IBM has vast industry-specific solution delivery experience and a wide range of fast-start options in these areas often lies within self-executing contacts (smart contracts), available for different industries. The company has more than 1,500 technical and industry vertical and an immutable ledger that acts as an audit log. blockchain experts who are helping create customer solutions. To help client clients expand their Enterprises in many other industries are also looking forward to networks and their businesses, the IBM Blockchain Ecosystem brings together an expansive partner leveraging blockchain as a reliable, cost effective way for financial community of innovators, regulators and suppliers to establish, join or run a network. This is all or operational transactions to be recorded and validated across a backed by the IBM Cloud security services focused on blockchain. distributed network without a central point of authority. Accenture has mature toolsets to assist blockchain deployments and uses collaboration groups, In this segment we evaluate providers of Blockchain as a Service. such as the Accenture AWS Business Group. This cooperation results in a combination of toolsets, technical know-how and industry knowledge being brought to bear on client solution scenarios. Many blockchain technology companies, including MultiChain, Eris, Ripple, IBM and Digital Asset Holdings (DAH), work with Accenture in its Accenture Technology Labs to develop innovative solutions. Accenture has a focus on financial technology and works with fintech solution providers on built-for-purpose solutions to specific challenges. Accenture is also a partner of the Fintech Innovation Labs in New York, London and Hong Kong.

SOCIAL ENTERPRISE ENTERPRISE NET- WORKINGNETWORKINGBLOCKCHAIN SUITES AS SUITES A SERVICE

Observation (Cont.)

NTT DATA is positioned to deliver advisory and strategy services, as Tech Mahindra has significant and innovative development, testing, deployment and quality well as practical design, delivery and integration solutions. Its advisors assurance methods for blockchain solutions. Its methods and implementations are based on guide enterprises on how to prepare, design and integrate blockchain significant artificial intelligent, robotics and automated continuous testing, using its TechMNxt with other technologies. The company also has a highly experienced programs and multitude of included toolsets. TechMNxt is a global program designed to pre-empt development group creating unique blockchain solutions for specific and anticipate clients evolving and dynamic needs. It incorporates specifically enhanced intelligence business needs and can add integrated infrastructure and platform and collaborative disruption and focuses on leveraging next-gen technologies like blockchain. TechM support as required. NTT DATA has teams of highly experienced has a vast partner network and has made many strategic acquisitions, partnerships and investments consultants and technologists from the business focus and digital focused on blockchain over the last 18 months, in line with its TechMNxt program initiatives. transformation spaces working with blockchain domain experts to Hexaware has an expanding team of engineers with experience in multiple platforms and consortia realize optimal blockchain implementation for each client based on its including Hyperledger, Ethereum, Corda and Ripple. They work in collaboration with developer industry. advocates who bring domain and industry knowledge into the teams and engage in innovation Cognizant has fast-start prototypes and pilot-as-a-service options. it has and thought labs to help create robust industry-specific solutions. The company covers an array of more than 20 technology agnostic case prototypes across a variety of business areas through the following service offerings: Application Transformation Management, industries to enable solid and rapid basis prototyping and to provide a Enterprise Solutions, Business Intelligence & Analytics, Digital Assurance, Infrastructure bedrock for rapid customization of existing solutions. Management Services, Digital and Business Process Services, plus horizontal digital transformation. It established a blockchain practice in 2017 with three components: a product and platform unit for developing assets, use cases and frameworks for cloud market release, a delivery unit for client POC or prototype development, and a competency center focused on thought leadership and marketing.

SOCIAL ENTERPRISE ENTERPRISE NET- WORKINGNETWORKINGBLOCKCHAIN SUITES AS SUITES A SERVICE

Observation (Cont.)

SAP Cloud Platform Blockchain service (BaaS) provides a low risk, industry consortia, including the Enterprise Ethereum Alliance (EEA). Its consulting capabilities are easy-to-use gateway to enable POC and piloting of blockchain solutions strengthened by its Mosaic platform that acts as a blockchain creation and deployment accelerator. for enterprise in the cloud. It eliminates the need for large upfront Mosaic provides a ready-to-use reference architecture framework and integrates LTI’s proprietary capital investments and allows fast-track blockchain implementations. tools and widely adopted open source and third-party tools. LTI offers solutions across key digital It features cloud deployment, allows prototyping, testing, and building areas such as decision sciences, cloud, IoT and user experience. of blockchain applications and smart contracts. It also enables the development of blockchain extensions for existing applications and uses open standards to create consortium and private blockchain networks..

LTI was designated the rising star. LTI offers both horizontal solutions leveraging LTI Mosaic and LTI RapidAdopt, vertical-specific custom and rapid prototype solutions with its own or vendor-agnostic software and technology. The company is a member or partner of several

ACCENTURE Overview Caution Accenture is a large and innovative consulting and advisory company and is widely accepted as one of the Accenture offers many innovative and advanced blockchain solutions globally. world’s leading providers of digital transformational projects and blockchain designs and solutions. It serves These solutions and methods can hopefully be adapted to more industries and use many industries and most of its current blockchain demand and references are in financial services, supply cases than are currently covered to build full spectrum capability. chain logistics and digital identity management. Accenture works collaboratively with clients via the extensive network of Accenture Labs and nearly 400 innovation centers, studios and centers of excellence in 92 cities and 35 countries. Accenture provides a full suite of consulting and technical support, in partnership with leading emerging players, to shorten time to market, improve efficiency and create new revenue streams. Accenture is a director in the Ethereum open source blockchain platform and a strategic partner of Hyperledger.

Strengths

Personnel and experience: Accenture expert consultants typically lead engagements by developing a comprehensive business and outcome model into a transformation concept that is suitable for blockchain pilots, with the ability to scale. Accenture uses innovation and collaboration facilities to present customers with technology and application scenarios. 2019 ISG Provider Lens™ Leader Pre-built assets: Fast-start and foundational blockchain solutions are available for some industries and client challenge areas. Using these assets shortens the time needed to create successful solutions. Accenture offers a world class blockchain portfolio Mature toolsets for blockchain deployments: Accenture has its own blockchain tools and takes advantage that includes some ready-to-use solutions and of collaboration, notably with the Accenture AWS Business Group. This cooperation results in a combination of toolsets, technical know-how and industry knowledge about client solution scenarios. extensive custom solution creation capabilities.

COGNIZANT Overview Caution Cognizant has built a strong and capable blockchain development practice. Through its experience in projects Cognizant’s depth and breadth of industry skills are most apparent in the banking, delivered in multiple industries and work in consortia projects in many countries, Cognizant has created fast- financial services, manufacturing and retail industries. Other verticals are currently start and as-a-service technology-agnostic prototypes for enterprise. The company works with an extensive not as strong, which is a shortcoming Cognizant has already started to address. network of recognized partners and is a member of the Enterprise Ethereum Alliance. Cognizant has an enviable success record with proof-of-concept and pilot prototype projects and in production-level deployments of blockchain applications and solutions. Cognizant bases its client approach with clients on five guidelines: learn, plan, experiment, build and integrate.

Strengths

Respective resources and proven approach: Cognizant’s five-point approach is very thorough and includes development of minimum viable products (MVPs) along the way to prove the concept and provide a basis for improvement. Its innovative and highly respected consultative, design, collaboration and realization groups and blockchain services groups are a strength. Cognizant blends them with its own solutions and partner solution and platform sets for powerful concept-to-delivery enterprise blockchain capabilities. Reference cases: Cognizant has a large portfolio of successful commercial-level reference cases on an international basis and many more that aren’t in full production yet across many industries. 2019 ISG Provider Lens™ Leader

Fast-start prototypes and pilot as a service options available: Cognizant has more than 20 use case prototypes for a variety of industries to enable solid and rapid basis prototyping. The prototypes allow Cognizant has extensive capability for delivering Cognizant to get off to a fast start on solutions, which it can customize to the client if required. rapidly blockchain solutions for enterprises, including rapid prototyping and as-a-service delivery.

HEXAWARE Overview Caution Hexaware Technologies Limited (HTL) was founded in 1990 and had approximately 15,400 employees and Although originally focused on fintech, Hexaware has rightly expanded its focus into $608 million in revenue in 2017. It is headquartered in India and has offices across the U.S., Mexico, Canada, other industry and enterprise areas, a development that will serve it well if it grows. Brazil, Australia, Singapore, Japan, India, China, UAE, U.K., Germany, Romania and the Netherlands. The company provides software services to clients in banking, financial services, capital markets, healthcare, insurance, manufacturing, retail, education, telecom, professional services, travel, transportation and logistics.

Strengths

Platform and industry experience: Hexaware has an expanding team of engineers with experience on multiple platforms including Hyperledger, Ethereum, Corda and Ripple. They collaborate with developer dvocates who have domain and industry expertise and run innovation and thought labs, including hackathons, to help create robust industry-specific solutions.

Expansion beyond fintech: Hexaware originally focused on the fintech space but has widened its scope in recent months to supply chain, HCM and other areas. It built innovation labs in the U.S., U.K. and India to support these and other efforts. Hexaware collaborates with customers in the labs to build out specific solutions, frameworks and tools. The labs also serve to bring startups and innovative small-scale developers

into a partnering relationship with Hexaware. 2019 ISG Provider Lens™ Leader Partner scope: The company has created an impressive constellation of partners in the blockchain space. Hexaware is active in the blockchain community by advocating at industry events, using online media and Hexaware bring innovative methods, development participating in several consortiums. techniques and decision and assistance tools to an Lifecycle tooling: Hexaware’s EPIC Framework toolset of methodology and process steps for blockchain ever-increasing portfolio of blockchain solutions. adoption helps organization through all the stages of lifecycle, including use case identification, business case validation, POC development, complete product development and at-scale implementation.

IBM Overview Caution IBM’s overall blockchain strategy is based on consulting delivered by IBM Blockchain Services, leading to the There is significant competition from many small providers with vastly differing use of its mature and user-friendly IBM Blockchain Platform, which helps enterprise blockchain networks and capabilities and price points. IBM is currently able to offer complete solution deliv- partnerships increase their success by means of the IBM blockchain Ecosystem. IBM currently has hundreds of ery that is applicable regardless of enterprise size, but it must remain continually active blockchain clients in a wide variety of industries, across dozens of blockchain networks. vigilant to retain market share.

Strengths

Significant internal experience: IBM has delivered blockchain solutions to a multitude of industries and user roles. Its scale of experience ranges from early small-scale pilots to large-scale international deployments of live solutions. IBM’s vast industry-specific experience has enabled it to create a wide range of fast start boilerplates.

Modular platform: The IBM Blockchain Platform is delivered in easy-to-consume phases or segments. Its Starter Services help organizations create or join a network, evaluate and select use cases, rapidly develop a prototype, establish minimum viable products and progress into pilot. Acceleration Services commercialize the network and advance it to production level, define governance and the operating model, help onboard members, and integrate processes and systems. Innovation Services extend a network, add technologies like AI and IoT, refine the commercial model and design for new business value, combine established networks and scale. 2019 ISG Provider Lens™ Leader Innovative solutions incorporating advanced analytics, AI and security: These technologies can be IBM is the leader in blockchain deployments seamlessly combined due to IBM’s long-term commitment to them as a strategic imperative across its Cloud First initiatives and its support for standards and work with partners, including Hyperledger. IBM also offers currently with innovative, “grow-as-you-learn” easy-to-use building blocks in platforms and systems. models for solution deployment and extensive client support and success.

NTT DATA Overview Caution NTT DATA caters to all enterprise types entering the blockchain arena in a variety of industry sectors and offers NTT DATA must work hard to ensure its agility and flexibility remain unquestioned some blockchain aaS solutions, notably in banking, finance and shipping logistics. NTT DATA is a member within this rapidly growing market segment. of blockchain-focused consortiums, including Hyperledger, Enterprise Ethereum Alliance, R3 Corda and Ripple, and founded its own industry consortium to support blockchain in Japan. NTT DATA possesses global blockchain expertise and cross-industry, cross-platform experience backed by solution accelerators and a strong partner ecosystem. The blockchain portfolio has three service lines: Advisory & Strategy, which uses design thinking workshops, to help define business strategy; Implementation, which identifies, assesses, develops and implements comprehensive business use cases that include security, privacy, training, adoption and platform requirements; Integration focuses on integrating blockchain with internal and external services, including cloud, front and back-end systems, payment gateways and notarization services.

Strengths

Team strengths: Teams of highly experienced consultants and technologists have focus on business and digital transformation. They work with blockchain domain experts to identify optimal blockchain use areas for clients, based on their company type and industry. Packaged solutions: NTT DATA has its own out-of-the-box blockchain solutions available for a few industries. 2019 ISG Provider Lens™ Leader Some can be offered as a service.

Standard building blocks: NTT DATA’s standardized and dynamic blockchain model and modeling frameworks NTT DATA is a world-class large-scale provider of allow for fast starts for industry-specific pilot or proof of concept engagements. They also enable rapid scaling blockchain, especially custom solutions, and has some and replication in other enterprise areas and across geographies. as-a-service capabilities.

TECH MAHINDRA Overview Caution TechM has been highly active around the globe during 2018, launching many blockchain-specific partnerships, Expanding rapidly within the blockchain focus area brings with it the challenge of (with Microsoft, Nucleus Vision and others), governance and compliance solutions (for the Indian telecom sector ensuring significant and experienced staffing to support business volume. TechM is in line with the guidelines from the regulator - TRAI), Trade finance marketplace for Micro-Small-Medium scale rising to this challenge, by acquisition, upskilling and the BlockGeeks program, but Enterprises, enterprise blockchain initiatives (with Kotak Bank) consortia (co-founding Eleven01) and public it remains to be seen if business demand will outstrip resource capabilities over the sector programs, notably the Telangana blockchain district. TechM also announced several new blockchain labs. next 12 months. In 2018, the company also delivered many blockchain pilots and scaled enterprise-wide solutions in different industries and countries and developed prototype fast-start templates offer offered as a service to some specific industries.

Strengths

Consulting and implementation experience: TechM has quality assets for blockchain consulting and prototype development, including rapid deployment toolsets. Backing from its Makers Lab team enables easy client collaboration and solution delivery. The company has a large and expanding portfolio of reference projects worldwide.

Multi-discipline partnerships: There are many partnerships that span all levels of the business ecosystem, including blockchain technology, protocols, and industry experts. TechM is experienced in working well with 2019 ISG Provider Lens™ Leader partners, which makes customer solution development, deployment and scaling easier to ensure.

Quality and skills programs: The company has undertaken significant and innovative development, testing, deployment and quality assurance methods used within the implemented blockchain solutions. Developments Tech Mahindra is highly innovative and future- are based on significant AI and robotics inclusion and automated continuous testing, utilizing its TechMNxt looking in the blockchain arena, with proven delivery programs and a multitude of toolsets. TechM also started its BlockGeeks up-skill program to facilitate and significant partnership capabilities. blockchain competency.

SAP Overview Caution Announced in June 2018, SAP Cloud Platform Blockchain is conceptually established to act “as a service” across While SAP is currently able to offer a complete solution delivery that is applicable multiple industry types and provides Hyperledger Fabric, MultiChain and Quorum node environments. It is regardless of enterprise size, it must remain vigilant and aware of pressure from enterprise grade and technology agnostic. It is conceived to span from Blockchain technology, across SAP small players as well as large to retain or increase its market share. Leonardo Blockchain to SAP HANA.

Strengths

Significant experience: SAP has delivered blockchain solutions to a multitude of industries with high reuse fast-start examples in its portfolio of use cases. Its scale of experience ranges from early small-scale pilots to large-scale international deployments of live solutions.

Modular Solution: The SAP Cloud Platform Blockchain is delivered in easy-to-use modular form making it easier for organizations to create solutions or prototype them, evaluate them and move forward into pilot and production.

Cooperation and co-innovation with industry partners: SAP is the key player within the SAP Co-Innovation consortium of more than 80 other key developers and innovators within blockchain globally. 2019 ISG Provider Lens™ Leader

SAP is a global leader currently with increasing importance in the Blockchain as a Service (BaaS) area, with innovative and extensive capabilities.

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RISING STAR: LTI Overview Caution Larsen & Toubro Infotech (LTI) blockchain services include end-to-end consulting and implementation services, LTI is a mid-tier company that is rapidly growing into a large-scale provider in with collaborative transformational programs for the client’s business operations. LTI is also leveraging its several areas, including blockchain. Growing pains are endemic in such a situation, alliances with Microsoft, IBM, Oracle, SAP, AWS and is creating joint Go-to-Market Blockchain solutions for their and organizational and staffing strain is common. That has not been a problem clients. The blockchain-based LTI Trade Finance solution on the Microsoft Azure marketplace is a good example. for LTI to date, but care must be taken to continue its growth spurt, especially in a The LTI Blockchain practice has proven expertise across Ethereum, Hyperledger, Corda and has several mature difficult recruitment market. solutions in Production and Pilot stages across various industries.

Strengths

Mosaic platform: enables LTI to build Blockchain solutions in conjunction with other technologies such as AI, IoT, Automation, Analytics, etc. Mosaic is a highly modular platform with several components that include Mosaic Automation, Mosaic Things, Mosaic Experience, Mosaic Decisions and Mosaic Artificial Intelligence in managed contracts.

Industry and country references: LTI has a significant reference base of enterprise solutions that cover multiple industries and countries. It is powerful in several verticals space and has strong the horizontal and fast-start (via Microsoft Azure Marketplace) solutions. Expanding support web: LTI has set up digital labs and Mosaic Experience Centers in the U.S., France, 2019 ISG Provider Lens™ Rising Star Germany, India and South Africa. It can provide nearshore support to geographically diverse clients in many countries.

Integration IP: LTI’s proprietary platform-specific integration and migration tools ease the introduction of new LTI is highly credible in blockchain development blockchain solutions into legacy systems. and deployment, with off-the-shelf solutions available.

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Methodology ISG Provider Lens™ Quadrant Report | November 2018

METHODOLOGY The ISG Provider Lens™ 2018 – Digital Business Transformation research study analyses the relevant software vendors and service providers in the US market, based on a multi-phased research and analysis process, and positions these providers based on the ISG Research methodology. The study was divided into the following steps:

1. Definition of Digital Business Transformation 5. Detailed analysis & evaluation of services & service documentation based on the facts & figures received from providers & other sources. 2. Use of questionnaire-based surveys of service providers/vendor across all trend topics 6. Use of the following key evaluation criteria: Strategy & vision 3. Interactive discussions with service providers/vendors on capabilities −− Innovation & use cases −− −−Brand awareness and presence in the market 4. Leverage ISG’s internal databases & advisor knowledge & experience −−Sales and partner landscape (wherever applicable) −−Breadth and depth of portfolio of services offered −−Technology advancements

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Dr.Douglas Kenn Pollei,Walters, Author Author GlobalLead Author, Lead Analyst, Analyst, ISG ISG Research Provider LensTM KennDouglas is a Pollei thought is part leader of the and ISG practitioner Provider Lens in networks, team with smart responsibilities infrastructure for and research services and and technology application advisory of advanced services. technologi He has previouses globally. senior Authoring and leadmanagement analyst of and Software vice president Defined experience Networking with and a backgroundDigital Transfor inmation alliances, IPLs, business as well development,as authoring multiple corporate ISG decisions Insights. andHe sup governanports clientsce, as wellwith ascustomer engagementexperience managing activities cross-functionaland events on SDN, international Future Networks, teams, external ICT Network partner Services, relationships, IoT, Smart P&L Cities and andbudgets. Infrastructure, Douglas has Mobile a strong Enterprise consultative client backgroundstrategies, Digitalin cloud Transformation, services and a focusmarket on development international and enterprises. trends. Kenn He was is a instrumental known expert in in driving these strategicfields in planningmany countries to optimize internationally new business, with initiatives, over 40 years product of experiencedevelopment in andthe ICTcollaborative sector. partnerships.

Jan Erik Aase, Editor Editor Jan Erik Aase is a director and principal analyst for ISG. He has more than 35 years of collective experience as an enterprise client, a services provider, an ISG advisor and analyst. Jan Erik has overall accountability for the ISG Provider Lens™ reports, including both the buyer-centric archetype reports and the worldwide quadrant reports focused on provider strengths and portfolio attractiveness. He sets the research agenda and ensures the quality and consistency of the Provider Lens™ team.

ISG (Information Services Group) (NASDAQ: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including 75 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; technology strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data.