IDC Assesses Eight SLM Vendors, Predicts 12% Market Growth by 2018

A new report from IDC Manufacturing Insights, IDC MarketScape: Worldwide Manufacturing Service Lifecycle Management SI/BPO 2015 Vendor Analysis, provides an assessment of eight key services providers participating in the worldwide service lifecycle management (SLM) systems integration and business process outsourcing market.

The eight vendors evaluated include Atos, Capgemini, Cognizant, Genpact, IGATE, TCS, Tech Mahindra, and Wipro. According to IDC Manufacturing Insights, the market for IT services related to SLM in manufacturing is estimated to grow at a rate of 12% annually in the coming three years.

The new report provides an evaluation based on a comprehensive framework and a set of parameters that assesses providers relative to one another and to those factors expected to be most conducive to success in providing SI/BPO services for SLM in both the short term and the long term.

A companion to this report is the forthcoming IDC MarketScape: Worldwide Manufacturing Service Lifecycle Management Strategic Consulting 2015 Vendor Analysis, to be published in October 2015.

IDC recommends manufacturers use this report as a starting point to evaluate IT services vendors for help with SLM projects.

Key findings from the report include:

SLM, as defined in this report, includes customer support, call center, field service management, service parts information/documentation, spare parts inventory, service scheduling, and warranty.

Manufacturers vary in their approach to engaging with service providers for SLM initiatives, and projects range from assessments to full process outsourcing. Those vendors that can deliver across the portfolio of services are positioned to gain a larger market share.

SLM service providers have invested in delivery centers on a global scale to match customer needs and support SLM projects that incorporate 3rd Platform technologies, such as cloud, mobile, analytics, and social, as well as innovation accelerators including the Internet of Things.

Across the vendors included in this report, there are some differences in experience by sub-industry and delivery approach, and as manufacturers evaluate different services, it can be useful to understand where a particular vendor has direct sub-industry experience and how they locate resources.

"Service lifecycle Mmanagement is increasingly an area of focus for manufacturers as they seek to grow profits and revenues from more favorable after-market services and therefore are looking to optimize the business processes that support them. With the rise of connected products, service lifecycle management becomes even more of a growth opportunity for manufacturers, and seeking out IT services providers in the areas of systems integration and business process outsourcing to facilitate this is becoming necessary to move more quickly for market advantage," said Heather Ashton, research manager for IDC Manufacturing Insights' Service Innovation and Connected Products Strategies Practice.

IDC MarketScape criteria selection, weightings, and vendor scores represent well-researched IDC judgment about the market and specific vendors.

IDC analysts tailor the range of standard characteristics by which vendors are measured through structured discussions, surveys, and interviews with market leaders, participants and end users.

Market weightings are based on user interviews, buyer surveys and the input of a review board of IDC experts in each market.

IDC analysts base individual vendor scores, and ultimately vendor positions within the IDC MarketScape, on detailed surveys and interviews with the vendors, publicly available information and end-user experiences in an effort to provide an accurate and consistent assessment of each vendor's characteristics, behavior and capability.