Managed Services Market in South Africa

  • ID: 2102175
  • Report
  • Region: Africa, South Africa
  • 40 Pages
  • Frost & Sullivan
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Analysis of the Growth Opportunity and Indicators of the Customer Experience
Managed services in the ICT market cover a wide range of solutions; however, all of these solutions have been affected by the changing nature of the industry and its competitive landscape. With the South African managed services market facing increased competitive rivalry, understanding and proactively managing the customer journey have become even more important, with providers facing severe scrutiny on both qualifying and differentiating services. The greatest chance of success in this landscape will come to enterprises that anticipate changing market expectations across different industries and adjust their services proactively, thus helping their clients optimize their use of ICT.

- Managed services are one of the largest ICT cost components for South African enterprises and is an area poised for healthy growth over the next 5 years.

- However, customer expectations of their managed services providers are increasing amidst demands to provide strategic input to support customers and their operations in the longer term.

- The South African market is facing increased levels of competition with both local and global participants vying for key contracts.

- Although service level agreement (SLA) compliance is a key component of customer satisfaction, a true customer experience is dependent on numerous other quantitative and qualitative factors.

- Understanding and proactively managing the customer journey effectively is a complex and challenging process. The greatest chance of success in this highly competitive and changing landscape will come to enterprises that anticipate and change to meet market expectations.

- This project set out to investigate the managed services market in South Africa, with the objective of understanding emerging trends and key customer requirements.

- Historically, the growth of the managed services market was restricted by access to reliable connectivity.

- However, improved network access has provided enterprises with the opportunity to have their managed services off-site.

- As a result, providers now offer delivery options that lighten the maintenance burden for enterprises, while maintaining or even enhancing performance.

- Providers can deliver customised services quickly and at a reduced cost by deploying cloud-based platforms.

- Such managed application services enable enterprises to enjoy the functionality of their critical business systems without investing in infrastructure or even technical expertise.

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1.Executive Summary
  • Managed Services Have Undergone a Significant Evolution
  • Breakdown of Current Managed Services Pending
  • Key Enablers Include Access to Expertise and Cost Reduction
2.Project Overview
  • Solutions Must Evolve to Meet Changing Customer Requirements
  • Managed Services were Analysed across 8 Key Industries
  • Definitions
3.The Global Managed Services Landscape
  • The Provision of Managed Services Is Expected to Grow Significantly
  • Managed Services Have Undergone a Significant Evolution
  • New Benefits Include Accountability, Scalability, and Access to Skills
  • Managing the Customer Journey Is a Key Requirement
4.Research Findings
  • Industry Comparisons Reveal Key Growth Opportunities
  • Applications are Recognised as the Key Area of Growth
  • Competition in the Managed Services Market has Exploded
  • Service Providers are Separated by Segment Expertise
  • Customers have Voiced Widespread Dissatisfaction with their Providers
  • Breakdown of Current Managed Services Spending
  • Growth in Managed Services Spending
  • Comparing Different Service Areas per Industry
  • Key Enablers Include Access to Expertise and Cost Reduction
5.Conclusions
  • Consulting Providers Provided the Best Customer Experience
  • Customers Value Service Providers that Offer Strategic Input
  • Enterprises are Reluctant to Entrust All ICT Needs to One Provider
6.Appendix
  • Customer Experience Matrix Methodology
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