ISG to Publish Reports on Intelligent Automation Providers

Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, has launched a research study examining providers of intelligent automation services designed to improve operating efficiency and customer experience.

The study results will be published in a comprehensive series of ISG Provider Lens reports, called Intelligent Automation Services, scheduled to be released in December 2024. Two geographically focused reports will evaluate providers of intelligent enterprise automation, artificial intelligence for IT operations (AIOps) and next-gen automation services, including generative AI (GenAI).

The reports do not cover independent advisory firms, such as ISG Automation, that are platform-agnostic and offer integration and support services across a variety of platforms.

Enterprise buyers will be able to use information from the reports to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm’s buy-side clients.

Enterprises are investing to operationalize GenAI usage while establishing ROI and use cases across diverse intelligent automation technology stacks. Data generation and capitalization, hybrid infrastructure observability, knowledge curation and enterprise process optimization are crucial facets for providers to build a sustainable automation offerings portfolio.

“As intelligent automation evolves, service providers are gearing up by offering comprehensive automation strategies and integration services that will help enterprises scale AI across their organization,” said Namratha Dharshan, chief business leader, ISG Research. “Companies are looking for AI-powered solutions embedded with GenAI capabilities, fueled by highly tuned large language models, to achieve greater agility, resiliency and customer centricity.”

Hyperscalers and independent software vendors are building strategic relationships with global system integrators (GSIs) and other service providers to leverage domain data and process knowledge to automate and modernize industry processes. The high demand for talent has prompted GSIs to invest in talent transformation programs to upskill their workforces.

Enterprises also see governance, risk and compliance (GRC) and environmental and social attributes as core considerations for developing responsible automation practices. Service providers, for their part, are helping enterprises navigate data privacy challenges and implement safeguards to ensure ethical and reliable AI deployment.