For Vendor Strategy Professionals

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Executive Summary

As technology becomes embedded in lines of business and business increasingly relies on technology, a new market opportunity is emerging for IT service providers. This market — which Forrester calls the business services market — is supported by powerful market trends that will dramatically increase the pace of technology-enabled innovation. The market will be partially defined by its offerings — technology solutions that pull together the best of business strategy, IT integration, and delivery. More importantly, however, it will be driven by the needs of its stakeholders and customers: a tech-savvy base of business customers that now understands the strategic value of IT and has high expectations of its ability to deliver business results. Over the next decade, Forrester expects to see intense competition for the mindshare of the business customer among traditional IT service providers and new market entrants. Vendors that recognize the importance of this opportunity now and align their strategy, capabilities, and go-to-market approach accordingly will reap the benefits of expanding their IT services to an entirely new base of business customers.

TABLE OF CONTENTS

• IT Service Providers Are Aligning Their Offerings With Business Needs
• Process Capabilities, Not Technologies, Will Drive The Opportunity
• Some Key Trends Will Shape The Marketplace Going Forward

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