Gartner Research

Critical Capabilities for IT Services for CSP Digital Business Transformation, Worldwide

Published: 01 November 2022


IT service providers in the telecommunications industry differ across three digital business transformation use cases. CSP CIOs can use this document to choose a provider with capabilities that best match their digital business value requirements.

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Key Findings
  • The leading IT service providers are all capable organizations.

  • It is difficult to find substantial differentiation at the level of general use cases.

  • Differences are in individual capabilities as well as provider focus and way of work.


Communications service provider (CSP) CIOs responsible for digital transformation and innovation should:

  • Use our predefined use cases as a starting point for defining your own use cases and critical capability weights for supplier evaluation.

  • Give more weight to understanding how the providers work and what is driving them by examining the differences side by side.

  • Review transparency differences between providers as material multipliers by evaluating their

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  • Accenture
  • Atos
  • Capgemini
  • Cognizant
  • EPAM
  • HCL Technologies
  • IBM
  • Infosys
  • TCS
  • Tech Mahindra
  • Virtusa
  • Wipro
  • Understanding CSP Digital Business
  • Digital Business Consulting
  • Digital Customer Impact Competency
  • Digital Revenue-Enabling Competency
  • Digital Operational Excellence
  • Continuous Improvement
  • Info Transfer & Training Services
  • Transparency and Trust
  • Digital Technology Strategy Services
  • Digital Business Implementation Services
  • Digital Business Managed Services

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:

Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report 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 use a Critical Capabilities report, the Magic Quadrant and more to ensure you 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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