Each year, ISG conducts a thorough evaluation of technology providers in local markets to publish recommendations in its Provider Lens™ Future of Work Services Quadrant Reports. In 2023, Lenovo received special recognitions in the Managed Workplace Services – End-user Technology and Digital Service Desk and Workplace Support Services in Australia, Germany, the United States and Brazil. Lenovo’s Digital Workplace Solutions platform and support services that were just launched in May were a standout in markets worldwide.
A Rising Star in Australia for Managed Workplace Services – End-user Technology
Out of 30 companies evaluated who operate in Australia, Lenovo’s Digital Workforce Solutions platform, AI capabilities, and advanced, cloud-enabled managed service desk offering earned it the Rising Star accolade amongst Managed Workplace Services competitors. ISG noted our ability to tailor workplace solutions to industry, enterprise, role and person, and leverage analytics and AI in the platform.
“Lenovo has been aggressively expanding its portfolio of workplace services both in-house and through partners. As a part of this strategy, Lenovo has integrated AI into its service desk operations, chatbot and other areas.”
-Craig Baty
Click here to learn more about Lenovo Digital Workplace Solutions.
A Rising Star in Australia for Digital Service Desk and Workplace Support Services
In the Digital Service Desk and Workplace Support Services category, Lenovo’s ease of use and omnichannel experience with our next-gen service desk; Blockchain Innovation Lab and adoption of blockchain technology in our products; and the advanced workplace support functionalities including proactive prevention of issues, speed, convenience and flexibility in resolution earned us another Rising Star accolade in Australia.
Clients using Lenovo for their digital service desk and workplace support services typically see:
- 20% efficiency gains
- 85% reduced downtime
- 15% increased revenue retention
- 12% reduced attrition and improved EX
A Rising Star in Germany for Managed Workplace Services – End-user Technology
Out of the 27 companies evaluated in Germany for Managed Workplace Services – End-user Technology, Lenovo’s strong market presence with devices, Digital Workforce Solutions platform, AI capabilities, and advanced, cloud-enabled endpoint management earned it the lone Rising Star accolade. ISG recognized our successful transition from a device OEM to an end-to-end solutions provider with leading managed workplace services that leverage AI-powered best-of-breed solutions.
“Lenovo has identified digital workplace services (DWS) as critical to create new value. Using its $15 billion global R&D budget over the next five years with a strong focus on DWS, it is now pushing hard into the market to challenge its leaders.”
-Roman Pelzel
A Contender in Brazil for Digital Service Desk and Workplace Support Services
Across the ocean in Brazil, Lenovo was recognized as a Contender in the Digital Service Desk and Workplace Support Services. Lenovo stood out for its market-leading technologies and automation, highly personalized platform, cyber security and data protection best practices, and commitment to sustainability. By implementing proactivity and agility into its services, Lenovo’s large user base across Brazil can significantly benefit from efficiency gains, lower downtime and higher user satisfaction.
Lenovo’s partnership ecosystem has been key to its business and is part of its local service strategy. Lenovo has the structure and capabilities to grow continuously within the Brazilian market, having offered differentiated and qualified endpoint service.
A Contender in the U.S. for Managed Workplace Services – End User Technology – Large Accounts
Amongst providers of Managed Workplace Services – End User Technology servicing large accounts in the U.S., ISG recognized Lenovo for its ability to support enterprise clients with a high volume of devices and end-user technology ecosystems. ISG recommended that enterprise clients looking for a broader digital workplace transformation strategy and employee experience implementation but needing assistance getting started should consider Lenovo’s endpoint management services.
Clients using Lenovo can decrease their security management costs by 40% and still use their existing tools for endpoint management.
A Contender in the U.S. for Digital Service Desk & Workplace Support Services
ISG recognized how well-suited Lenovo DWS is for large enterprise clients in the U.S. who have a high volume of devices and an end-user technology ecosystem to manage. It noted that enterprise clients seeking a broader digital workplace transformation strategy and employee experience implementation but needing assistance taking the first step can benefit from Lenovo’s endpoint management services. Lenovo’s service desk services are also particularly helpful for clients with a wide variety of device estate and service desk issues mostly related to devices.
Lenovo enables up to 50% of issues to be resolved through self-help and eliminates 77% of incidents related to business applications.
About The ISG Provider Lens™
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research, and market analysis with the real-world experience and observations of ISG’s global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners. The research currently covers providers offering their services across multiple geographies globally.
The ISG Provider Lens™ quadrants are created using an evaluation matrix containing four segments (Leader, Product Challenger, Market Challenger and Contender), and the providers are positioned accordingly. Each ISG Provider Lens™ quadrant may include service providers that ISG believes have strong potential to move into the Leader quadrant, known as a Rising Star.
Rising Stars have promising portfolios or the market experience to become a Leader, including the required roadmap and adequate focus on key market trends and customer requirements.
They also have excellent management and understanding of the local market in the studied region. These vendors and service providers give evidence of significant progress toward their goals in the last 12 months.
For more information visit isg-one.com/research/isg-provider-lens.
About ISG (Information Services Group)
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis.
Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries — a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data.
For more information, visit www.isg-one.com.
