Gartner Research

Hype Cycle for Communications Service Provider Operations, 2019

Published: 11 July 2019


The 2019 Hype Cycle details capabilities and technologies required by CSPs to enable various business models, enhance efficiencies and allow a wide mix of products and services to compete effectively through operations modernization, making it flexible, agile and infrastructure agnostic.

Included in Full Research

  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Virtual Network Function Marketplace
    • Converged Cloud Management
    • Enterprise Service Management Platform
    • Intelligent Automation
    • Cloud Center of Excellence (CCOE)
    • Intercarrier Service Automation
    • Service Life Cycle Management
  • At the Peak
    • Network Slicing
    • Software-Defined Networking
    • Customer Journey Analytics
    • Digital Experience Platforms
    • Open-Source Adoption
    • API-Based Digital Commerce
    • Digital Business Technology Platform
    • Bimodal IT Operations
    • Recurring Revenue Management
    • CSP-OT Software as a Service
    • Predictive Analytics — CSP
  • Sliding Into the Trough
    • CSP AI
    • Network as a Service (NaaS)
    • Enterprise Information Management Programs
    • Managed SD-WAN
    • Services Co-Creation
    • Web Real-Time Communications
    • Network Function Virtualization
    • Data and Analytics Services for Enterprises
    • Data Lakes
    • Software-Defined Infrastructure
    • Cloud Service Brokerage
    • Multichannel Marketing
    • Dynamic Discounting
    • Integrated Policy and Charging Control Solutions
    • Enterprise App Stores
  • Climbing the Slope
    • Managed IoT Connectivity Services
    • Multisourcing Service Integrator
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels


Amresh Nandan

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The Hype Cycle: Understanding the pitfalls and opportunities of innovations

How does a Gartner Hype Cycle™ work?

A Gartner Hype Cycle provides an objective map that helps you understand the real risks and opportunities of innovation, so you can avoid adopting something too early, giving up too soon, adopting too late, or hanging on too long. Every Hype Cycle includes five phases:

The innovation trigger starts when an event, like a technological breakthrough or a product launch, gets people talking.

The peak of inflated expectations is when product usage increases, but there’s still more hype than proof that the innovation can deliver what you need.

The trough of disillusionment happens when the original excitement wears off and early adopters report performance issues and low ROI.

The slope of enlightenment occurs when early adopters see initial benefits and others start to understand how to adapt the innovation to their organizations.

The plateau of productivity marks the point at which more users see real-world benefits and the innovation goes mainstream.

The Hype Cycle is more than just a diagram. You also get:

Evidence-backed insight

Hype Cycles tap into deep research, surveys and conversations with technology suppliers and Gartner clients.

An analysis of objective and value

The y-axis measures expectations. The x-axis relates them to the proven value of that innovation over time.

A long-term view

It often takes between three and five years for an innovation to move through the Hype Cycle, but some fall off along the way.

Gartner Hype Cycle is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We work with you to select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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