Making the Leap from Labor-Centric to Cognitive Platform–Centric Service Delivery: The Productivity Challenge
This IDC study provides a set of benchmark metrics of productivity rates and productivity growth rates comparing traditional services provider business models for IT and business process with platform-based models over a 10-year period from 2005 to 2015."Buyer shift to platform-based service consumption and delivery is placing increasing pressure on service providers to incorporate cognitive/artificial intelligence (AI) capabilities that can meet the increasing business and market requirements placed on enterprises from improving financial performance and worker productivity to accelerating provisioning of business capabilities," says David Tapper, vice president, Outsourcing, Managed, and Offshore Services at IDC. "Success for traditional service firms in moving from a labor-centric to a cognitive and automated platform-centric service delivery model will require architecting the shift to automation based on a productivity growth rate target, incorporating key building blocks ranging from meeting top buyer needs of automation to aligning business risk and investment with productivity target growth rate requirements, and leveraging market-based platforms that can optimize and accelerate the value of cognitive/AI capabilities."
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