Gartner Research

Agenda Overview for Infrastructure Services, 2013

Published: 08 January 2013

ID: G00246420

Analyst(s): Rob Addy , Christine Tenneson


Infrastructure services providers must change. Today's business models won't work tomorrow. The transition will be hard. Some will fail. Providers must deliver demonstrable value, prevent operational and business pain, and wage a war on waste to survive. If customers see no value, there is no value.

Table Of Contents


  • The Provider's Transition Challenge

Key Issues

  • Defining the Optimum Service Portfolio Strategy
    • How must provider service portfolios and road maps evolve in light of market trends, buyer behaviors and corporate objectives?
    • Where should providers focus investments to gain market share, improve customer retention and protect margins?
  • Improving Provider Competitiveness
    • Which competitors are most threatening, and how can providers position themselves to compete?
    • How can providers differentiate their offerings and demonstrate their value most effectively?
  • Delivering Service Excellence and Customer Value
    • What are the key attributes and characteristics of best-in-class services and the organizations that deliver them?
    • How can technology adoption and/or best-practice implementation help improve service value and quality while reducing delivery costs?

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