IDC FutureScape: Worldwide Services 2024 Predictions

IDC FutureScape Figure

• Figure: IDC FutureScape: Worldwide Services 2024 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

• Summary of External Drivers

• Predictions: Impact on Technology Buyers

• Prediction 1: By 2025, 40% of Services Engagements Will Include GenAI-Enabled Delivery, Triggering a Shift in Human-Delivered Services for Strategy, Change, and Training to Prepare Organizations for AI Everywhere

• Associated Drivers

• IT Impact

• Guidance

• Prediction 2: By 2026, 60% of G2000 Enterprises Will Embark on New or Expand Existing IT and Engineering Services Partnerships to Deploy New Digital Technologies to Integrate and Modernize Many Business Functions

• Associated Drivers

• IT Impact

• Guidance

• Prediction 3: By 2027, 95% of G2000 Organizations Will Leverage GenAI in Hardware and Software Life-Cycle Services to Drive Quality and Efficiency Across Their Digital Business Life Cycle

• Associated Drivers

• IT Impact

• Guidance

• Prediction 4: By 2025, 90% of IT Projects Will Leverage Delivery Tools Integrated with Services Provider Methodologies and Frameworks to Automate 40% of Implementation Work

• Associated Drivers

• IT Impact

• Guidance

• Prediction 5: By 2028, 60% of Professional Services Engagements Will Have ESG Outcomes Built into the Project Scope Partially Driven by a Move to Value-Based Pricing

• Associated Drivers

• IT Impact

• Guidance

• Prediction 6: By 2027, Use of AI to Support and Execute Application Modernization Services Work Will Grow by 75% to Streamline Efficiency, Enhance Services Delivery Speed, and Bolster Services Margins

• Associated Drivers

• IT Impact

• Guidance

• Prediction 7: Driven by the Potential of GenAI, 40% of Organizations Will Reskill Their Customer Care Agents to Take Up Different Roles to Deliver Better Business Value by 2026

• Associated Drivers

• IT Impact

• Guidance

• Prediction 8: By 2026, 60% of G2000 Organizations Will Create Feature Stores with the Ability to Seamlessly Integrate with Vendor Products to Accelerate AI-Driven Innovation While Ensuring Data Governance and Security

• Associated Drivers

• IT Impact

• Guidance

• Prediction 9: By 2027, Engineering Services Will Become Mainstream as 80% of G2000 Will Leverage Their Services Partners to Get Products to Market Faster, Increase CSAT, and Modernize Operations

• Associated Drivers

• IT Impact

• Guidance

• Prediction 10: By 2026, 50% of Organizations Will Expect Near-Real-Time, Continuous Consulting Insights and Feedback on Their Digital Business Products and Services in Alignment with Defined Business Objectives

• Associated Drivers

• IT Impact

• Guidance

Advice for Technology Buyers

External Drivers: Detail

• AI Everywhere — Generative AI Takes the Spotlight

• The Drive to Automate — Maximizing Efficiency and New Opportunities

• Cybersecurity and Risk — Building Resilience Against Multiplying Threats

• The Digital Business Imperative — Competitiveness and Outcomes

• Everything as a Service Intensifies — Transforming Models to Drive Change

• Dynamic Work and Skills Requirements — New Work Mode Era

• Operationalization of ESG — Measuring and Implementing Sustainability

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• Related Research