The 2019 ISG Provider Lens™ Report on SIAM/ITSM Recognizes Mindtree as a Rising Star in Service Operation and Delivery (US)
Service integration and management (SIAM) IT service management (ITSM) is undergoing a fundamental change, moving from very labor-intensive implementations to a highly automated function. Automation capabilities coupled with modern technologies are being used to unlock new business values.
The 2019 ISG Provider Lens™ Report on SIAM/ITSM covers a spectrum of process automation capabilities that an enterprise client would require. It covers the functionality of products and portfolio of services provided by vendors in the heterogenous SIAM environment. A key focus is the available automation capability delivered by vendors to automate the more operational tasks inside SIAM. The research investigates several of the tool capabilities (templatized data structures, automated process policies, integration capabilities and standardized outputs) and the support capabilities that provide consulting and managed services in addition to the tool solutions.
In this study, Mindtree emerged as a Rising Star. The study highlights MWatch™, Mindtree's integrated IT infrastructure management and service platform.
The key criteria for positioning the different offerings revolve around the following topics:
- Process coverage
- Level of automation for key process tasks
- Level of inter-process integration
- Breadth and depth of supporting services
- Local presence and customer experience