Research Report
The Rise of AIOps
Seven Emerging Managed Service and XaaS Delivery Capabilities You Must Invest in
George Humphrey
George Humphrey
Distinguished VP and Managing Director, Offering and Delivery Research and Advisory
May 27, 2020

As a result of the 2020 COVID-19 pandemic, the technology world is going through a massive disruption. With disruption comes change—whether we like it or not. At TSIA, we firmly believe this crisis will only accelerate the evolution of tech economic engines from transactional to contractual, specifically Level 3 services such as managed services, XaaS solutions, and outcome-based offers.From the analysis of hundreds of technology and services solution providers, we know that companies simply have not built the muscles required for optimal success. These capabilities range from strategy to offers, from sales to customer success, from business operations to governance. However, one of the most neglected and underinvested organization functions in Level 3 offers is delivery operations.This paper will focus on seven emerging service delivery capabilities that companies must invest in and build out starting this year.
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