Executive Summary (This is a document excerpt)

Forrester evaluated leading global, regional, and Indian vendors across 37 criteria with regard to their remote infrastructure management (RIM) services for European clients. The difference between global and regional vendors — once very significant for the scale of business, for experience, and for strategic goals — is now getting smaller. We found that EDS, CSC, Capgemini, and IBM Global Services head a leading pack among these 13 global, regional, and offshore vendors. Among the next group, we found HCL and a tight group of other Indian providers, each with unique strengths in this service domain. BT Global Services and T-Systems — which position RIM as a step toward outsourcing — were still Strong Performers in this market. All vendors are: investing in their global delivery network onshore, nearshore, and offshore; standardizing their processes using frameworks like ITIL; and working with partners to provide more utility-based services.

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