Gartner Research

Market Insight: How CSPs Select IT Service Providers

Published: 26 April 2019

ID: G00386365

Analyst(s): Jouni Forsman, Amresh Nandan


Gartner’s surveys of IT service providers’ reference communications service provider clients show dramatic change in the most important vendor selection criteria. Product managers at CSPs need to improve digital services differentiation and rely far less on existing relationships.

Table Of Contents


  • Digital Services Rise and Long Relationships Crumble
  • Innovation Beats Efficiency
  • Cost and Operational Efficiency to Originate From Software Versus Service
  • ISV Ecosystem an Underserved Opportunity

Background and Context

The Impact

  • Main Recommendations


Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.