Gartner Research

IT Transformation Is Critical for CSP Success in Digital Services

Published: 22 May 2013

ID: G00252391

Analyst(s): Neil Osmond


Communications service providers (CSPs) are actively considering deployment of a new breed of IT-centric services that involve the use of data, analytics and digital content. CSP CIOs will need to transform business-only support IT to effectively deliver customer-facing digital services.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • CDSs are dependent on IT-centric capabilities; therefore, CSPs with an internal business-only IT support function must transform their IT to be an enabler of customer-facing digital services.
  • Customers' expectations of CDS are shaped by what companies such as Apple, Google and Facebook provide. CSPs need to provide a similar Web-centric user experience.
  • CSPs will seek to leverage investments by achieving synergies across their portfolios of digital services, which will require deployment of agile IT environments with reusable components and processes.

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