IT service providers need to deliver on digital transformation initiatives in response to COVID-19

Now would be a good time for IT service providers (ITSP) to promote the digital transformation initiatives that they have been endorsing for a while, says GlobalData, a leading data and analytics company.

Rena Bhattacharyya, Service Director at GlobalData, comments: “At the onset of the crisis, most ITSPs made the appropriate and generic statements that were expected. They expressed concern for the safety and well-being of employees and clients, and sought to reassure customers that they had the systems and processes in place to continue to service their customers without disruption. What was lacking in their response was a push for some big initiatives such as workplace virtualization, cloud migration, hybrid or multi-cloud management, internet of things (IoT), adoption of advanced analytics and RPA and cybersecurity.

“This is a missed opportunity because customers will want to consider what can be done to improve resiliency in the medium and long term. Digital transformation is no longer a nice-to-have, it is a need-to-have.”

Not all ITSPs shied away from taking a more active thought leadership role. For example, IBM has highlighted that its technology is being engaged to proactively fight the virus and maintain essential business operations. At the same time, TCS came out early with announcements that it was providing a COVID-19 patient tracker, offering a platform for clinical trials, working with pharmaceutical and medical institutions to compile data and researching options for affordable ventilators. In addition, numerous ITSPs have stepped up to contribute large amounts of funding to support healthcare organizations, medical research, and educational initiatives.

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