Gartner Research

Hype Cycle for IT Infrastructure and Outsourcing Services, 2014

Published: 21 July 2014

ID: G00264209

Analyst(s): Christine Tenneson


Traditional IT outsourcing has reached the Plateau of Productivity. Innovation Triggers including predictive support, cloud, and mobility are revitalizing the IT infrastructure services market. Organizations should use this document to plan investments in mature outsourcing as well as cloud services.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Specialist Cloud Service Brokerages
    • Federated Service Desk for CSB
    • Customization Brokerage
    • Outsourcers and SIs as CSBs
    • Predictive Support
  • At the Peak
    • Managed Mobility Services
    • Bring-Your-Own-Device Services
    • Multidiscipline Service Desk Outsourcing
    • Hosted Virtual Desktop Services
    • Cloud Printing Services
    • Cloud-Driven Business and IT Services
  • Sliding Into the Trough
    • Big Data
    • Proactive Support
    • WLAN Outsourcing
    • Cloud-Based Security Services
    • Machine-to-Machine Communication Services
    • Public Cloud Storage
    • Cloud UC (UCaaS)
    • Multisourcing Service Integrator
  • Climbing the Slope
    • Infrastructure as a Service (IaaS)
    • Integration Brokerage
    • IT Infrastructure Utility
    • Managed Print Services
  • Entering the Plateau
    • Desktop Outsourcing
    • Data Center Outsourcing
    • Integrated Infrastructure Support
    • Storage Outsourcing
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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