Cloud computing is a style of computing in which scalable and elastic IT-enabled capabilities are delivered as a service using internet technologies. Gartner defines the cloud infrastructure and platform services (CIPS) market as standardized, highly automated offerings, in which infrastructure resources (e.g., compute, networking and storage) are complemented by integrated platform services. These include managed application, database and functions as-a-service offerings. The resources are scalable and elastic in near-real time and are metered by use. Self-service interfaces, including a web-based user interface (UI) and an API, are exposed directly to the customer. The resources may be single-tenant or multitenant, and can be hosted by a service provider or on-premises in the customer’s data center.
Gartner defines CCaaS as a software as a service (SaaS)-based application that enables customer service organizations to manage multichannel customer interactions holistically in terms of both customer experience (CX) and employee experience. CCaaS solutions are largely systems of differentiation. They enable an adaptive, flexible delivery model with native capabilities across the four pillars of great customer service (see the descriptions of core and optional capabilities below) and productized integrations with partner solutions through application marketplaces.
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Gartner defines “content delivery networks” as highly distributed edge-based cloud delivery platforms that provide the following functionality: content acceleration, API caching, image optimization, streaming video delivery, web application and perimeter security, and edge compute and storage. CDN providers deploy tens to hundreds of caching, storage and compute nodes in owned and third-party data center locations via public and private Internet Protocol networks.
Gartner defines managed hybrid cloud hosting (MHCH) as a standardized, productized offering that combines a cloud-enabled system infrastructure platform — consisting of a pool of compute, network and storage hardware — with cloud infrastructure framework software to facilitate self-service and rapid provisioning. In addition to offering this service from cloud infrastructure located in its own data center, the provider must offer a choice of using a hyperscale public infrastructure as a service (IaaS) provider or an Asian country-specific, large-scale IaaS provider. The infrastructure platform should be located both in a service provider's data center for the cloud-enabled system infrastructure (CESI) platform and in an Asia country for the public IaaS platform. It also requires the use of a standardized deployment across all service provider customers and leverages a single codebase.
Gartner defines managed hybrid cloud hosting as a standardized, productized hosting offering that combines a cloud-enabled system infrastructure (CESI) platform — consisting of a pool of compute, network and storage hardware — and cloud infrastructure framework software to facilitate self-service and rapid provisioning. It also includes documented and standardized management for either a hyperscale public IaaS platform or a European-country-specific, large-scale IaaS platform in a local language with managed services. The infrastructure platform should be located both in a service provider's data center for the CESI platform as well as in a European country for the public IaaS platform. The geographic focus of this market is Europe.
Gartner defines managed hybrid cloud hosting as a standardized, productized hosting offering that combines a cloud-enabled system infrastructure (CESI) platform — consisting of a pool of compute, network and storage hardware — and cloud infrastructure framework software to facilitate self-service and rapid provisioning. It also either includes documented and standardized management for a hyperscale public infrastructure as a service (IaaS) platform or for an IaaS platform with managed services. The geographic focus of this market is North America.
Gartner’s view of the MNS market is focused on externally provided network operations center (NOC) life cycle services delivering on both the current and emerging needs of end-user customers. The MNS market consists of globally capable providers of MNS that provide service management functions for the operation of enterprise networks for two managed network services: Managed LAN/WLAN services (i.e., MNS for LAN) include the management of all in-scope enterprise LAN customer premises equipment (CPE), inclusive of a single point of contact (SPOC) ownership for the life cycle management of these devices. Managed WAN services (MNS for WAN) include the management of all in-scope enterprise site edge networking CPE and WAN transport management. These services provide life cycle management for site edge CPE, such as routers and SD-WAN. Additionally, MNS providers provide a SPOC for troubleshooting ownership with all WAN transport services connecting client sites.
This market consists of providers of globally available managed SD-WAN services. These providers operationally manage customers' SD-WAN products, which are physical appliances or software instances that are either enterprise-owned or included with the service. Managed SD-WAN products typically reside on the customer's premises, are governed by an SLA and are priced on a monthly recurring basis. Providers offer managed SD-WAN services independently of, or in conjunction with, WAN transport, although the services must include a single point of contact (SPOC) for management inclusive of WAN transport.
MSSs provide organizations with a variety of management and operational services specific to security technologies and business outcomes for security. Capabilities include security monitoring, detection and response, exposure assessment and management as well as security consulting and security technology implementation. MSSs are delivered in a variety of modes, in the providers’ cloud infrastructure, as consultative engagements or through staff augmentation and on-premises. MSS providers offer a variety of different engagement models. These include heavily customized and consultancy-led models and commoditized technology management-driven experiences.
Unified communications as a service (UCaaS) for the midmarket — defined as organizations with between 100 and 999 employees, and typically $50 million to $1 billion in revenue — includes cloud solutions intended to improve user productivity and enhance collaboration. Gartner defines UC solutions as offerings that facilitate the use of multiple enterprise communications methods to achieve those aims. UC solutions integrate communications channels (media), networks and systems, as well as IT business applications and, in some cases, consumer applications and devices. Cloud delivery of UC functions is characterized as provisioning services on shared infrastructure (for example, data centers, racks, common equipment and blades). Cloud delivery also uses shared tools (for example, provisioning, performance and network management tools); per-user-per-month pricing; and elasticity to dynamically add and remove users.
Gartner defines the network service global market as the delivery of fixed corporate networking services with worldwide coverage. Services that this market evaluates include established global network services and emerging global network service categories, as follows: WAN services, predominantly managed hybrid WANs, cloud connectivity, Session Initiation Protocol (SIP) trunking, managed software-defined WAN (SD-WAN) services, network on-demand services, NFV services and vCPE.
Gartner defines Public Cloud IT Transformation Services as solutions designed to deliver transformational IT outcomes via cloud-native professional and managed application services built exclusively from public hyperscale cloud infrastructure and platform services. Providers that offer professional services and managed services related to the infrastructure operations for one of the hyperscale public cloud providers (Amazon Web Service (AWS), Google Cloud or Microsoft Azure), with the appropriate transformational competency(ies) of the partner program would be considered as part of this market.