LICENSED FOR INDIVIDUAL USE ONLY The Forrester Wave™: Multicloud Managed Services Providers, Q4 2020 The 11 Providers That Matter Most And How They Stack Up by Bill Martorelli December 3, 2020 Why Read This Report Key Takeaways In our 24-criterion evaluation of the multicloud Deloitte, Accenture, Rackspace Technology, managed services provider (MMSP) market, Infosys, And Capgemini Lead The Pack we identified the 11 most significant ones — Forrester’s research uncovered a market in which Accenture, Capgemini, Cognizant, Deloitte, Deloitte, Accenture, Rackspace Technology, HCL Technologies, IBM, Infosys, NTT DATA, Infosys, and Capgemini are Leaders; HCL Rackspace Technology, Tata Consultancy Technologies, Tata Consultancy Services, IBM, Services (TCS), and Wipro — and researched, Cognizant, and Wipro are Strong Performers; and analyzed, and scored them. This report shows NTT DATA is a Contender. how each provider measures up and helps Breadth, Investment, And Cloud Partnerships infrastructure and operations (I&O) professionals Are Key Differentiators select the right one for their needs. Suppliers limited to cloud infrastructure- related support won’t suffice when your cloud journey shifts to containers and functions. And if they can’t advise you on getting started or guide your migration strategy via advisory services, they’ll come up short. Providers with expansive capabilities; the means to invest in new capabilities; and deep, broad hyperscaler partnerships will lead the pack. This PDF is only licensed for individual use when downloaded from forrester.com or reprints.forrester.com. All other distribution prohibited. FORRESTER.COM FOR INFRASTRUCTURE & OPERATIONS PROFESSIONALS The Forrester Wave™: Multicloud Managed Services Providers, Q4 2020 The 11 Providers That Matter Most And How They Stack Up by Bill Martorelli with Lauren Nelson, Amanda LeClair, Rich Lane, Duncan Dietz, and Diane Lynch December 3, 2020 Table Of Contents Related Research Documents 2 A Full Scope Of Services Differentiates Now Tech: Multicloud Managed Services Leaders In The MMSP Market Providers, Q4 2020 2 Evaluation Summary Push Your MSP To Match Your Dynamic Cloud Journey 7 Vendor Offerings Top 10 Facts About Managed Public Cloud 7 Vendor Profiles Services Leaders Strong Performers Contenders Share reports with colleagues. 12 Evaluation Overview Enhance your membership with Research Share. Vendor Inclusion Criteria 13 Supplemental Material Forrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA 02140 USA +1 617-613-6000 | Fax: +1 617-613-5000 | forrester.com © 2020 Forrester Research, Inc. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Unauthorized copying or distributing is a violation of copyright law. [email protected] or +1 866-367-7378 FOR INFRASTRUCTURE & OPERATIONS PROFESSIONALS December 3, 2020 The Forrester Wave™: Multicloud Managed Services Providers, Q4 2020 The 11 Providers That Matter Most And How They Stack Up A Full Scope Of Services Differentiates Leaders In The MMSP Market As workloads migrate to the cloud, managed services are stepping up with care and feeding. I&O professionals understand traditional infrastructure services well, but the dynamics of managed services provisioning in the cloud environment are quite different. Services are evolving quickly and span everything from applications to infrastructure. Companies are seeking partners that can help them evolve as they embrace this technology platform at a time when the ability to adapt with speed is of the utmost importance. This necessitates full capabilities, from advisory through operations. Suppliers best able to address enterprise requirements offer a broad range of capabilities. As a result of these trends, multicloud managed services providers customers should look for suppliers that: › Can help throughout their cloud journeys. Many customers still require external assistance in devising their cloud strategies, including migration and execution, so advisory capabilities are important. Furthermore, as cloud usage matures, so must operations support. Operational services on infrastructure may be the initial focus in some engagements, but the priority moves up the stack as enterprises become more conversant in containers, platform as a service (PaaS), and other elements of cloud-native software architecture functions. Infrastructure services alone won’t get the job done. Suppliers in this area must deliver strong capabilities for build and run across the entire stack. › Have the ability to invest in capability expansion. Cloud technologies and services are diverse. Successful suppliers include a wide array of technologies and constantly invest in their capabilities — the ability to make substantive investments in supportive tooling and capability expansion via acquisition tends to separate Leaders from Strong Performers and others. This may include cloud management platform and cloud cost optimization capabilities. › Have demonstrated qualifications and partnerships with major cloud suppliers. Qualified multicloud managed services suppliers generally possess relevant certifications, such as participation in hyperscaler managed services provider (MSP) programs and premier consulting programs. While these qualifications may initially strike you as merely “me too,” don’t dismiss them. Obtaining these qualifications takes substantial effort and expense, shows commitment to that cloud platform, and often indicates that the supplier will be quick to adapt to new hyperscaler innovations. Many have also begun to establish hyperscaler-specific business units with which to go to market. In evaluating these, make sure that suppliers aren’t merely building new silos but can also work effectively across different cloud options. Evaluation Summary The Forrester Wave™ evaluation highlights Leaders, Strong Performers, Contenders, and Challengers. It’s an assessment of the top vendors in the market and doesn’t represent the entire vendor landscape. You’ll find more information about this market in our reports on managed cloud services, including “Now Tech: Multicloud Managed Services Providers, Q4 2020.” © 2020 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law. 2 [email protected] or +1 866-367-7378 FOR INFRASTRUCTURE & OPERATIONS PROFESSIONALS December 3, 2020 The Forrester Wave™: Multicloud Managed Services Providers, Q4 2020 The 11 Providers That Matter Most And How They Stack Up We intend this evaluation to be a starting point only and encourage clients to view product evaluations and adapt criteria weightings using the Excel-based vendor comparison tool (see Figure 1 and see Figure 2). Click the link at the beginning of this report on Forrester.com to download the tool. © 2020 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law. 3 [email protected] or +1 866-367-7378 FOR INFRASTRUCTURE & OPERATIONS PROFESSIONALS December 3, 2020 The Forrester Wave™: Multicloud Managed Services Providers, Q4 2020 The 11 Providers That Matter Most And How They Stack Up FIGURE 1 Forrester Wave™: Multicloud Managed Services Providers, Q4 2020 Multicloud Managed Services Providers Q4 2020 Strong Challengers Contenders Performers Leaders Stronger current offering Accenture Tata Consultancy Services Capgemini Deloitte Infosys HCL Technologies Cognizant IBM Wipro Rackspace Technology NTT DATA Weaker current offering Weaker strategy Stronger strategy Market presence © 2020 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law. 4 [email protected] or +1 866-367-7378 FOR INFRASTRUCTURE & OPERATIONS PROFESSIONALS December 3, 2020 The Forrester Wave™: Multicloud Managed Services Providers, Q4 2020 The 11 Providers That Matter Most And How They Stack Up FIGURE 2 Forrester Wave™: Multicloud Managed Services Providers Scorecard, Q4 2020 s echnologies ester’ Forr weighting AccentureCapgeminCognizanti Deloitte HCL T IBM Current offering 50% 4.25 3.75 3.20 3.63 3.40 3.05 Strength of multicloud support 25% 4.40 3.00 3.50 2.50 4.10 3.00 Categories of multicloud services 25% 5.00 3.60 4.10 3.60 3.50 4.00 Cloud management tooling 10% 5.00 5.00 3.00 5.00 3.00 3.00 Contracts and service-level agreements 10% 3.00 3.00 1.00 1.00 3.00 3.00 Pricing models 10% 3.00 5.00 3.00 5.00 3.00 1.00 Engagement profile 10% 5.00 3.00 3.00 5.00 3.00 3.00 Customer experience 10% 3.00 5.00 3.00 5.00 3.00 3.00 Strategy 50% 3.30 3.30 3.10 4.00 3.60 3.50 Vision 20% 3.00 5.00 3.00 5.00 3.00 5.00 Execution roadmap 20% 3.00 1.00 5.00 3.00 3.00 5.00 Innovation roadmap 15% 3.00 3.00 3.00 5.00 3.00 3.00 Planned enhancements 15% 3.00 3.00 1.00 3.00 5.00 3.00 Partner ecosystem 15% 5.00 3.00 3.00 3.00 5.00 3.00 Commercial model 15% 3.00 5.00 3.00 5.00 3.00 1.00 Market presence 0% 4.50 3.50 3.00 4.00 3.75 4.00 Number of customers 25% 5.00 4.00 3.00 3.00 4.00 4.00 Total service revenue 25% 5.00 5.00 2.00 4.00 3.00 4.00 Geographic presence 25% 5.00 2.00 4.00 4.00 5.00 5.00 Average engagement size 25% 3.00 3.00 3.00 5.00 3.00 3.00 All scores are based on a scale of 0 (weak) to 5 (strong). © 2020 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law. 5 [email protected] or +1 866-367-7378 FOR INFRASTRUCTURE & OPERATIONS PROFESSIONALS December 3, 2020