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Deloitte named a worldwide leader in IT service management implementation by IDC MarketScape

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NEW YORK, NY, USA, 12 April 2019—Deloitte has been named a worldwide leader in the report entitled, IDC MarketScape: Worldwide IT Service Management Implementation Services 2019 Vendor Assessment (doc #US44806818, February 2019). The IDC MarketScape positions Deloitte as a leader based on capabilities and strategies.

“According to IT buyers surveyed, Deloitte excelled in innovation/R&D pace and productivity because of ITSM buyers appreciating greatly its ability to showcase thought leadership and delivery innovation that produce results,” notes Chad Huston, Research Manager, and Ali Zaidi, Research Director, at IDC and authors of the report. “IDC analysts highly esteem Deloitte's diverse go-to-market strategies with other services vendors, customers, and other ITSM product vendors.”

“When thinking about what makes a strong ServiceNow investment, we must address the ‘why,’ which continues to guide Deloitte’s approach to transformation and the employee experience (EX),” says Eugene Polgar, managing director, Enterprise Technology-ServiceNow Offering, Deloitte Consulting LLP. “At Deloitte, we are steadfastly focused on the employee experience, and as the workplace becomes increasingly digital, we will continue to look at EX as a critical differentiator to creating engagement and business results.”

The IDC MarketScape describes the report methodology as “a quantitative and qualitative assessment of the characteristics that explain a vendor's success in the marketplace and help anticipate its ascendancy.” The report “is based on a comprehensive framework and a set of parameters expected to be most conducive to success in providing ITSM implementation services in both the short term and the long term.”

According to the IDC MarketScape, “across all 34 strategies and capabilities assessed, the three strategies rated most highly on average across all ITSM implementation service providers were employee retention strategy, growth strategy, and delivery consistency.”

“To Deloitte, this recognition speaks to our innovations in the Enterprise Services space, leveraging technology to propel innovative solutions and capabilities to meet clients’ most pressing challenges,” adds Dejan Slokar, Deloitte Global ServiceNow Alliance Leader. “As we look to the future, Deloitte will continue to leverage our industry depth, functional expertise, and focus on rapid change through hybrid, agile approach to accelerate value creation for clients—innovating together through collaborative partnerships will remain key as we navigate the future of work.”

Additional report findings

  • “Deloitte's ITSM practice begins its client conversations with what it calls ‘value levers’, and these are customer experience, enterprise enablement, regulatory risk, cost takeout, and cybersecurity.”
  • “Deloitte also believes that EX is a critical vector for customers and business results. Employees now expect a consumer like experience at work, but to do so, organizations must move from a process-driven mindset to an employee-centric mindset. Deloitte helps its customers achieve this by treating all of its ITSM engagements as a true partnership between itself and its clients. Each engagement is underpinned by Deloitte's overall enterprise value delivery propriety methodology, which is fine-tuned for ITSM-specific use cases, and is coupled with a wide portfolio of tools and accelerators.”
  • “Deloitte also believes its joint application and user-centric design frameworks are a key differentiator and a large reason why Deloitte is one of only five of ServiceNow's Global Strategic Partners.”

As used in this press release, “Deloitte” refers only to the Deloitte Touche Tohmatsu Limited member firms and their affiliates.

About IDC MarketScape

IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of ICT (information and communications technology) suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.

About Deloitte

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of member firms, and their related entities. DTTL (also referred to as “Deloitte Global”) and each of its member firms are legally separate and independent entities. DTTL does not provide services to clients. Please see to learn more.

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our network of member firms in more than 150 countries and territories serves four out of five Fortune Global 500® companies. Learn how Deloitte’s more than 286,000 people make an impact that matters at


Vicktery Zimmerman
Global Communications
Deloitte Global
Tel: +1 312 486 1569

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