In the ISG Provider Lens Quadrant report, Sept. 2023, DXC earned leadership distinctions in both the Managed Workplace Services – End-user Technology – Large Accounts category, which judged 30 vendors, as well as in the Digital Service Desk and Workplace Support Services group, which reviewed 28 vendors.
Regarding Managed Workplace Services – End-user Technology – Large Accounts, IDG explains that, as operations increasingly scale, "enterprises in this region are looking for providers that offer end-to-end services focusing on managing the entire device lifecycle, from planning, configuring, deploying and supporting to managing and retiring." Equally important is the ability to provide large businesses with "robust workplace security and compliance frameworks and principles of zero trust to ensure that identity and access are validated at all points."
The report notes that DXC’s Modern Device Management Services, underpinned by automation and analytics, are key differentiators. Our strong capabilities in these areas also contributed to our leadership designation for Digital Service Desk and Workplace Support services. This category assesses the strength of providers' digital service desk and support functions, as well as their employee experience enhancement services.
For Managed Workplace services, DXC was called out for its:
- Comprehensive modern device management strength that helps customers save money by helping them discover IT assets, and standardize and optimize asset data, with the support of experience monitoring solutions.
- Device intelligence and proactive automation that provides IT delivery and support, optimizing costs and enhancing the employee experience, with up to 20 percent of device issue tickets automatically resolved.
- DXC’s Evergreen Hardware performance-based refresh services that can reduce hardware refresh cycle times by as much as 35 percent to help reduce carbon emissions and cost.
ISG also notes in its report that the DXC UPtime™ platform supports device lifecycle management in a consumption-based model.
Positive perspective on DXC's service desk and support
ISG’s Digital Service Desk and Workplace Support Services category focuses on service providers “that go beyond the traditional IT help desk and deliver modern and personalized IT service desk experience and onsite support to further enhance employee experience.” The service desk of the future, ISG foresees, will take advantage of AI, analytics and automation capabilities to offer preemptive and proactive support to their users, such as chatbots for task automation and self-service that will help reduce the total cost of operations.
DXC earned a Leaders rating thanks to strengths including:
- Digital support capabilities underpinned by automation and analytics that empower employees with a consumer-like and personalized support experience. For example, employees can access IT walk-in centers, IT vending lockers and machines, digital assistants and video kiosks, to quickly resolve issues.
- Delivering real outcomes highlighted by six modern workplace services for enhanced experiences: a reduction in IT incidents, ticket deflection, an increase in the Net Promoter Score, a reduction in carbon footprint, an increase in employee productivity and a reduction in the total cost of ownership.
- Differentiated services that empower improved customer experiences with digital support that includes digital acceleration (via AI learning, for example); engaging personalization (for instance, real-time chat translation) and effectiveness (think first-contact resolution).
DXC also was designated a product challenger for Employee Experience Transformation Services, reflecting excellent service and technology stacks in its product and service portfolios. Additionally, it showcases the provider's making investments to enhance their market presence and competitive strengths.