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.