Gartner Research

The Impact of Intelligent Automation on Managed Workplace Services

Published: 15 May 2017

ID: G00317896

Analyst(s): David Groombridge, Daniel Barros

Summary

Intelligent automation will transform the provision of managed workplace services over the next few years, increasing service quality at a lower price. Sourcing and vendor management leaders must prepare to restructure these services and renegotiate contracts to leverage intelligent automation.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Automation-driven improvements in service delivery and pricing will allow sourcing and vendor management leaders to select a wider range of MWS outcomes that will improve quality and cost simultaneously
  • Ongoing reductions in outsourced head count numbers due to intelligent automation will eventually force sourcing and vendor management leaders to redesign the workplace services for their organizations' users
  • The potential for vendor lock-in, driven by a dependency on new tools and the IP they create, will require sourcing and vendor management leaders to incorporate new risk management provisions in MWS contracts

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