Gartner Research

Understand the Impact of Intelligent Automation Services on IT Service Providers' Strategy

Published: 02 November 2016

ID: G00314476

Analyst(s): Gianluca Tramacere, Arup Roy


Automation techniques and tools deployed to enhance the quality and effectiveness of service delivery will reduce prices, while also creating opportunities for greater scale and profitability. Business unit leaders at IT service providers have a small window to ensure future competitiveness.

Table Of Contents
  • Impacts


  • Why Service Providers Are Moving Quickly to Embrace Service Delivery Automation

Impacts and Recommendations

  • Through 2021, the majority of service providers will use intelligent automation service techniques, thus lowering the cost of commodity services by 15% to 25% annually
  • Through 2021, cost savings from automation will range between 2% and 5%, which will further the ongoing deployment of automation
    • Commodity IT and Business Process Services
    • Transform/Redesign IT and Business Process Services
    • Innovate IT and Business Process
  • By 2018, more than 20% of service providers' delivery capacity will be consolidated because of service delivery automation, resulting in a reduction of resources

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