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The Services Research Company
ChristineFerrusiRossResearchVicePresidentchristine.ferrusi.ross@hfsresearch.com@ferrusi
HfS Research Blueprint ReportManaged Security ServicesExcerpt for Accenture March 2017
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page2
Table of Contents
TOPIC PAGE
ExecutiveSummary 3
HowCustomer-Centric, DigitalBusinessIsTransformingSecurity 8
ResearchMethodology 19
ServiceProviderGrid 25
ServiceProviderProfile 29
BuyerandProviderRecommendations 33
AbouttheAuthor 39
Executive Summary
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Introducing the Managed Security Services Blueprint
■ The2017ManagedSecurityServicesHfSBlueprint isthesecondBlueprintReporttocovertheDigitalTrustandSecuritymarket.ThisreportfocusesonManagedSecurityServices(MSS)– thosedeliveredonanongoingbasistohelpclientsprevent,monitor,report,andremediatethreatstotheirbusinesses.Toreadtheoriginalreport,seetheOctober2015Trust-As-a-ServiceBlueprint.
■ ThisBlueprintReporthighlightsMSSasthebackboneofdigitaltrust,enablingcompaniestomovetotheDigitalOneOfficeTM.TheDigitalOneOfficedescribesthedesignandimplementationofthedigitalcustomerexperienceandthecreationofanintelligent,singleofficetoexecuteandsupportit.(SeetheJanuary2017POVformoredetailsonDigitalOneOffice.)Digitaltrustistheconceptofensuringthatsecurityiswoventhroughallbusinessoperationssocustomersandotherthirdpartiestrustyouasaviablebusinesspartner
■ TheHfSBlueprintidentifiesrelevantdifferentialsbetweenManagedSecurityServicesprovidersacrosstwomaincategories:innovationandexecution.Executionexcellenceisnon-negotiableasclientsrelyontheprovidertomonitor,detect,andremediateincidentsandthreats.Innovationinsecurityisparticularlyrelevantasnewthreatsandthreatactorsappeardailyandclients’securityposturesareconstantlychanging.
■ Inadditiontolookingatserviceofferingsandcapabilities,welookedatnewwaystopriceengagementsandthemovetooutcome-basedmodels.Webelievethesepricingchangesareindicatorsofshiftstowardbusiness-basedandcustomer-experience-enhancingsecurity.
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Managed Security Services Value Chain
SERVICE-ENABLINGTECHNOLOGIES
DigitizationandRoboticAutomation•Analytics•Mobility•SocialMedia•CognitiveComputing•ArtificialIntelligence
SECURITYTECHNOLOGIESANDPLATFORMS
Firewalls•EndpointProtection•NetworkMonitoring•IntrusionDetection•ApplicationSecurity•DeviceSecurity•DataProtection•IdentityandAccessManagement•MobileSecurity•ThreatIntelligence•PredictiveAnalytics•Antivirus•LogManagement
IncidentDetectionandReporting
• Reportingandanalysisofdetectedincidentsandthreats
• Supportfor board-leveldiscussionsofdetectedincidents
Remediation
• Recommendationsandactionstoaddressthreatsandincidents
• Recommendationsforwaystoenhanceresponseinthefuture
RiskandThreatMonitoring
• Ongoingmonitoringofsystemsandlogs,includingupdatesbasedonchangingsecurityposture
• Analytics fortrends,patterns,andbehaviors
RiskandThreatandPrevention
• Threatintelligence
• Applicationandinfrastructuretestingforsecurity issues
• Processchangetoembedsecurityinbusinessoperations
Strategy,Architecture,andInfrastructure
• Securitypostureneedsassessmentand execution
• Applicationandinfrastructuresecurityimplementationandintegration
• Support forboard-levelsecuritydiscussions
Note:HfS’valuechainofworkfollowsaprocessflowofactivities,butthis isn’tnecessarilythewayclientsbuyservices.Clientsoftenaskforspecificpointsolutionslikeidentitymanagement.Butwithinthatoffering,theworkflowoftenstillfollowsthevaluechainprocessabove.Seethesecurityservicesgridforaspecificlistofspecificservicesweincludedaspartofmanagedservices.
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Key Highlights: The State of Managed Security Services
■ Risks,specificthreats,andthenumberofthreatactorsareallincreasing– bothinnumberandimpact.Companiesarelookingformanagedservicesfirmstohelpthemprevent,monitor,andremediatecurrentthreats.Butcompaniesalsoexpectthattheirproviderswillevolvetheservicesovertimetoensurethatnewthreatsdon’tgoundetected.
■ Analyticsarenon-negotiablecomponentsofsecurityservicestoday;predictiveanalyticswillbenon-negotiabletomorrow.Everyproviderweevaluateddiscussedtheimportanceofstronganalyticstofindandreportincidentstoclients.Manytalkedabouttheirworkinpredictiveanalyticstohelpclientsmitigatenewrisksandincidentsthatperhapsaren’tfoundintraditionalways.Manychallengesexistinproactiveriskremediation(whowantstobetheonewhotakesanactiononariskthathasn’thappenedyet?)Butdespitethechallenges,predictiveanalyticsarecriticaltokeepingupwithconstantlychangingsecurityenvironments.
■ Industryexpertiseismovingbeyondunderstandingofvertical-specificregulatoryrequirementsandthreats. Securityneedstobeintegratedintothebusiness,notjustsupportthebusiness.Andakeywayforsecurityservicesproviderstohelpclientsistounderstandtheirbusinesscontextbetter.Providersandclientsnowexpectstrongerindustryknowledgetoprovidethisbusinesscontext.Tyingsecurityintobusinessoperationshelpsmoveintoavalue-creationroleandtodriveimprovedcustomerexperiences.
■ Talentwarscomplicatethesecuritylandscape. Likemanycomplextechnicalspaces,thesecurityareafacesatalentshortage.Wefoundthatmostprovidersarefollowingstandardrecruitingandretentionbestpractices.Butsomeoftheleading-edgefirmsshowmorecreativeapproachestoensuretheyhaveenoughtalenttoserveclientsandmitigatethecannibalismthathappensinsecurityservicestalentpools.
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Key Highlights: Managed Security Services Providers■ TheWinner’sCirclereflectsanabilitytoexecutewellona
broadsetofcapabilitieswhilefocusingonemergingissueslikepredictiveanalyticsandcraftingdifferentiatedthoughtleadershipinthemarket.
TherankingreflectsananalysisofInnovationandExecutioninmanagedsecurity,whereweplacedextravalueonofferingsanddeliverythatdemonstratedunderstandingofhowsecurityfitsintobroaderbusinesscontext,proactivelystayedcurrentwithchangingsecuritythreats,andhadavisionforsecurity’sroleinthecustomerexperience.
• Winner’sCircle:Providersthatrosetothetop:Accenture,Capgemini,Cognizant,EY,IBM,Infosys,Unisys,andWipro
• HighPerformers:Providersdrivingthecoreofthemarket:CSSCorp,Luxoft,SecureWorks,andTechMahindra
• ExecutionPowerhouses:Providersbringingprovenvaluetotheirclients:TCS
■ AlloftheproviderscoveredinthisBlueprintprovideaveryhighlevelofSecurityServices,andit’simportanttoevaluateagainstyourindividualneeds.Thescoringdifferencesamongtheproviderswasoftensmall.
AS-A-SERVICEECONOMY
Useofoperatingmodels,enablingtechnologiesandtalenttodrivebusinessoutcomesthroughoutsourcing.Thefocusisonwhatmatterstotheendconsumer.
HfSusestheword“economy”todescribethenextphaseofoutsourcingasanewwayofengagingandmanagingresourcestodeliverservices.
The8IdealsoftheAs-a-ServiceEconomy:
1. Write OffLegacy2. DesignThinking3. CollaborativeEngagement4. BrokersofCapability5. IntelligentAutomation6. AccessibleandActionableData7. Holistic Security8. Plug-and-PlayDigitalServices
Source:BewareoftheSmoke:YourPlatformIsBurningbyHfSResearch,2015
How Customer-Centric, Digital Business Is Transforming Security –
and Vice Versa
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The As-a-Service Economy Sharpened Business Focus on the CustomerOperatingintheAs-a-ServiceEconomymeansarchitectinguseofincreasinglymatureoperatingmodels,enablingtechnologiesandtalenttodrivetargetedbusinessoutcomes.Thefocusisonvaluetotheconsumer.
I.#THE#OPTIMUM#OPERATING#MODEL#Outsourcing+|+Shared+Services++GBS+|+BPaaS/SaaS/IaaS+|+Crowdsourcing+
II.#EMPOWERING#TALENT#TO#MAKE#IT#POSSIBLE#
Capabili=es+over+Skills+|+Defining+Outcomes+|+
Crea=vity+|+Data+Science+
III.#A#BURNING#PLATFORM#FOR#CHANGE#
Globaliza=on+of+Labor+|++HighGgrowth+Emerging+Markets+|+Disrup=ve+Business+Models+|+
Consumeriza=on+
AS7A7SERVICE7ECONOMY#
Agility+|+Collabora=on++OneGtoGMany+|+Outcome+Focus++
PlugGandGPlay+Services+
IV.#TECHNOLOGY##TO#AUGMENT#KNOWLEDGE#LABOR#Digi=za=on+&+Robo=c+Automa=on+|+Analy=cs+|+Mobility+|+Social+Media+|+Cogni=ve+Compu=ng+
TOOLS/INFRASTRUCTURE# GOVERNANCE#
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FixedAssetsLeveragedAssets
2DesignThinking
3BrokersofCapability
1WriteOffLegacy
4CollaborativeEngagement
7HolisticSecurity
5IntelligentAutomation 6
Accessibleand
ActionableData
8Plug-and-PlayDigitalServices
SOLUTIONIdeals
LEGACY
ECONOMY
AS-A-SERVICE
ECONOMYCHANGEMGMTIdeals
§ MovingintotheAs-a-ServiceEconomymeanschangingthenatureandfocusofengagementamongenterprisebuyers,serviceproviders,andadvisors
§ “As-a-Service”unleashespeopletalenttodrivenewvaluethroughsmartertechnologyandautomation
Operating in the As-a-Service Economy Requires Adoption of 8 Ideals
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The 8 Ideals Affect What Firms Need From SecurityIDEAL DEFINITION SECURITYIMPACT
WriteOffLegacy
Usingplatform-basedsolutions,DevOps,andAPIecosystemsformoreagile,lessexception-orientedsystems
Ascompanieswriteofflegacy,therearesecurityimplicationsforremoval andreuseofoldequipment,plusnewvulnerabilitiesbroughtintotheenvironmentwithnewapplicationsandsystems.Theimpactonsecurityoperationsismorepressuretoknowaboutallofthenewtechnologiesinordertoeffectivelymitigatevulnerabilities.
DesignThinking
Understandingthebusinesscontexttoreimagineprocessesalignedwithmeetingclientneeds
Tostrategicallyprotectthebusinessasitchangesandgrows,organizationswillseemoredesignthinkinginsecurityenvironments.Thisincludesdoingworkshopstounderstandpotentialnewthreatactorsandtheculture,process,andtechnologychangesneededtoprotectthebusinessfromnewthreats.
Brokers ofCapability
Orientinggovernance tosourceexpertisefromallavailablesources,bothinternallyandexternally,toaddresscapabilitygaps
Digitaltrustisthekey forbrokers– companiesworkwithoutsourcersandproviderstheytrust.Addressingtheabilitytoprotectdataisasharedresponsibilityamongtradingpartnersandoutsourcersinmultipartyengagements.
CollaborativeEngagement
Ensuring relationshipsarecontractedtodrivesustainedexpertiseanddefinedoutcomes
Trading partnersneedtotrusteachother’sabilitytoprotecttheirdataandintellectualpropertyinoutcomesandtransactions.Securitythenenablesbusinessgrowth.
IntelligentAutomation
Usingautomationandcognitivecomputingtoblendanalytics,talent,andtechnology
Thenumberofthreatsandthreatactors – plus thestrainonsecuritytalent– makesautomationarequirement.Andprotectingautomatedsystemsisthedifferencebetweensuccessandfailure.
AccessibleandActionableData
Applyinganalyticsmodels,techniques,andinsightsfrombigdatainreal-time
Analytics helpssecuritygetbetter,butsecurityteamsalsoneedtoprotectanalyticsinotherfunctionstomakesurealgorithmsanddataaren’thackedtocreatefalseresultsandcausebusinesschaos.
HolisticSecurityProactivelymanagingdigitaldataacrosstheservicechainofpeople,systems,andprocesses
Security can’tbeasilo,relegatedtoasmallsetofspecialistsinthecorporatedatacenter.Instead,securityneedstobeincorporatedacrosstheentireenterpriseandunderstoodbybusinessstakeholdersatalllevels.
Plug andPlayDigitalBusinessServices
Plugginginto“readytogo”business-outcome-focused people,process,andtechnologysolutionswithsecuritymeasures
Thespeedof businessmeanscompanieswanttoconnecttoeachotherquickly– andthatrequiresthattheytrusttheplayersthey’reconnectingto.Sosecurityneedstobeembeddedinallofferingstoallowtransactionstohappenquickly,reducingthefrictionthatcomeswhenpartieshavetoslowdowntoevaluatesecurityprocedures.
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MovingtotheAs-a-ServiceeconomyandDigitalOneOfficeTM requiresfirmstoadoptholisticsecuritythat’sintegratedwithbusinessoperations.Organizationsneedtoshifttheirthinkinginafewkeyareas:
Traditional Security Needs to Adapt to Support the 8 Ideals
■ Stoptreatingsecurityasastandalonecapabilityandintegrateintobusinessprocesses.Traditionalsecurityteamsfocusonsecurityalone,assumingthathighlyefficientsecuritybydefaultwillprotectthebusinessandaddvalue.However,themovetoDigitalOneOfficechangesthatmindset.Theprovidersandclientswespokewithforthisreportagreedthatsecurityneededtounderstandthebusiness,sosecuritycanbecomepartofthebusinessinsteadofanafterthought.Leading-edgeorganizationsthinkaboutsecurityinthecontextofwhichassetsaremostcriticaltothebusinessandwhichriskshavethegreatestimpact.Thentheyeducatestakeholdersonsecurityinthisbusinesscontext,gainingbetteradoptionofbestpracticesandsupportfromallpartsofthebusiness.
■ Focusonbehaviormorethantechnology.Whileclientreferenceswantedproviderstohaveexpertiseinthespecifictechnologiesbeingused,theysaidtoprotectthebusinessbetter,youneedtofocusonbehaviorsbeforetechnologies.Thebestfirewallintheworldcan’tstopahackerfromgettinginthroughapasswordhegotfromphishinganemployee,forexample.
■ Resistbeingsocomfortableintheiroperationsthattheymisschangesinthemarket.Ofcourse,youshouldgetvaluefromexistinginvestments.However,severalclientreferencesnotedthattheywantsecurityoperationsteamstolookoutsidetheirexistingapproaches.Asonereferencesaid,“Ifsecurityteamsjustdotheirjobseverydaybyroteandneverreallythinkaboutwhatthey’redoingorwhy,we’llmissnewthreatsandpotentiallyhurtourbusiness.”
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Digital OneOffice Is the Operating Model for the As-a-Service Economy
ToeffectivelyparticipateintheAs-a-Serviceeconomy,organizationsneedtoaligntheiroperationstosupportcustomers.Thisalignmentmeansthatdistinctionsbetweenfront-officeandback-officeprocessesgoaway.Thispushessecurityoutofitssiloasastandalonedisciplineandembedsitinallprocessesinordertoensurethequalityofthecustomer’sexperience.
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Security Underpins the Alignment of All Operations to Improve Customer Experiences
20%
22%
24%
26%
29%
30%
31%
31%
42%
48%
46%
38%
55%
50%
45%
48%
48%
43%
19%
19%
17%
13%
17%
20%
15%
15%
8%
12%
12%
21%
5%
4%
5%
6%
6%
7%
Invest in cognitive technologies and machine learning to reduce reliance on mid/high skilled labor
Invest in process automation and robotics to reduce reliance on low-skilled labor
Policies that restrict the hiring of people
Improve the quality of operations talent
Scalable / Flexible services
Accelerate speed to market with new products
Create real-time data that supports predictive, not reactive decisions
Align middle/back office operations to improve customer experiences
Drive down operating costs
Mission Critical Increasingly Important Emerging Not a Directive
Source: HfS Research in Conjunction with KPMG, “State of Operations and Outsourcing 2017” Sample: n=454 Enterprise Buyers
HowcriticalarethefollowingC-Suite directivestoyouroperationsstrategy?(SVPsandabove)
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Business Executives Recognize Security’s Importance in Their OneOffice Transformations
Pleasestatehowsignificantyouseethe“As-a-ServiceEconomy”idealsandtheshifttomoreintelligentoperationsforyourorganization?(Justabsolutelycritical/criticalresponses)
15%
15%
21%
20%
19%
20%
29%
30%
20%
23%
21%
26%
27%
30%
22%
25%
35%
38%
42%
46%
46%
50%
51%
55%
Plug&PlayDigitalBusinessServices
BrokersofCapability
WriteoffLegacy
IntelligentAutomation
CollaborativeEngagement
DesignThinking
HolisticSecurity
Accessible&ActionableData
Absolutelycritical
Critical
Source: “Intelligent Operations" Study, HfS Research 2017Sample: Buyers = 371
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How Security Improves Customer Experience in the OneOffice Operating Model
§ EnsuringOneOffice: Digitizationandtherenewedriseofcustomer-centricitymeanthatthewallbetweenthebackofficeandfrontofficehascollapsed–everyoneinacompanyiscustomerfacinginthisagewherecustomershavesignificantvisibilityintoourinternaloperations.Thatmeansyoursecuritypolicies,procedures,andriskapproachesneedtobebroughtupfromthebasementandsharedacrossyourentireorganization.
§ Facilitatingsharedresponsibility: Securityisn’tjustsomethingyouworryaboutwithinyourfourwallsanymore.AsdataandIPgetsharedacrosstradingpartners,theneedforasharedviewonsecuringdigitalassetsbecomescritical.Thismeansmovingbeyond“protecttheperimeter”approachtoacollaborationamongpartnerstosharebestpractices,insights,andmetricstocreateasharedresponsibilityforprotectingdataintransactions.
§ Creatingdigitaltrust: Yourabilitytosucceedinthedigitalenvironmentrequiresthatyourtradingpartners(customers,suppliers,externalstakeholders)trustyoutobeethical,legallyoperating,andpracticingup-to-datesecurityprocedurestoprotecttheirdataandIP.Ifothersstarttodoubtyourabilitytosecureyourowndataortheirs,youaredeadasabusiness.It’sprettysimpleasaconceptandamazinglycomplextoexecute.Tobetrusted,youneedtodemonstratethatyoursecurityoperationsareeffective,automated,andcurrentwithevolvingthreats.
Businessesneedtoelevatesecuritysocustomer-facingemployeescanhelpcustomersandothertradingpartnersfeelcomfortableworkingwiththefirm.Itthenbecomespartofthebusinessstrategyandafacilitatorofdifferentiatedcustomerexperiences.
OneOffice
SharedResponsibility
DigitalTrust
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Managed Security Services Value Chain – The Process Needed to Support OneOffice
SERVICE-ENABLINGTECHNOLOGIES
DigitizationandRoboticAutomation•Analytics•Mobility•SocialMedia•CognitiveComputing•ArtificialIntelligence
SECURITYTECHNOLOGIESANDPLATFORMS
Firewalls•EndpointProtection•NetworkMonitoring•IntrusionDetection•ApplicationSecurity•DeviceSecurity•DataProtection•IdentityandAccessManagement•MobileSecurity•ThreatIntelligence•PredictiveAnalytics•Antivirus•LogManagement
IncidentDetectionandReporting
• Reportingandanalysisofdetectedincidentsandthreats
• Supportfor board-leveldiscussionsofdetectedincidents
Remediation
• Recommendationsandactionstoaddressthreatsandincidents
• Recommendationsforwaystoenhanceresponseinthefuture
RiskandThreatMonitoring
• Ongoingmonitoringofsystemsandlogs,includingupdatesbasedonchangingsecurityposture
• Analytics fortrends,patterns,andbehaviors
RiskandThreatandPrevention
• Threatintelligence
• Applicationandinfrastructuretestingforsecurity issues
• Processchangetoembedsecurityinbusinessoperations
Strategy,Architecture,andInfrastructure
• Securitypostureneedsassessmentand execution
• Applicationandinfrastructuresecurityimplementationandintegration
• Support forboard-levelsecuritydiscussions
Note:HfS’valuechainofworkfollowsaprocessflowofactivities,butthis isn’tnecessarilythewayclientsbuyservices.Clientsoftenaskforspecificpointsolutions,likeidentitymanagement.Butwithinthatoffering,theworkflowoftenstillfollowsthevaluechainprocessabove.Seethesecurityservicesgridforaspecificlistofspecificservicesweincludedaspartofmanagedservices.
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ThemovetoOneOfficeoperationsplacesatremendousstrainonsecurityoperationsteams.Theshiftinstrategyanddailyoperationswillpushmanyorganizationstolookforoutsidehelp.Clientswilllookforprovidersthatcanoperatesecurityeffectivelywhileputtingsecurityinacustomer-centriccontextandhelpinginternalsecurityteamscommunicatebetterwiththebusiness.Somewaystoidentifyleading-edgeproviders:
Managed Security Services in the OneOffice Context
■ Mappingspecificservicesintothebiggerpicture.Youaren’tgoingtogooutandaskfor“OneOfficesecurity”or“digitaltrust.”You’remorelikelytoaskaproviderforthreatintelligenceservicesorapplicationsecurityservices.However,focusingonthosepointsolutionswillsuboptimizeyourefforts.Leadingprovidersarebridgingthegapbyshowingprospectiveclientshowthesepointsolutionsfitintobroadereffortsandsupportoverallsecurityprograms.
■ Demonstratedpassionforlearningandinnovation.Everyprovidersaysit’sinnovativeandhasapproachestostaycurrentindynamicenvironments.Butweallknowthatoncecostpressurehitsandnegotiationsbegintodrag,it’seasytoletgoofbigpictureidealslikeinnovationtofocusondailynitpickydetails.Leadingproviderswillbeabletoshowyoutheirchangemanagementprocesses,designthinkingcapabilities,andreferencesfromlong-termclientsthatdetailhowtheproviderbringsinnovationandchangeintotheengagement.
■ Commitmenttobusinessstakeholders.Securityisverytechnical,andsmartproviderscanshowyouhowtheyavoidthejargonandunnecessarydetailstotellasecuritystorythatseniorexecutiveswillunderstandandvalue.Someverystrategicproviderscanhelpyoubuildaninvestmentandreturnmodelthatyou’llbeabletousetojustifyspendandgaincredibilitywithbusinessowners.
Research Methodology
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Research MethodologyDataSummaryn DatawascollectedinQ42017 andQ12017,from
buyersandserviceprovidersofManagedSecurityServices
ParticipatingServiceProviders
§ TalesfromtheTrenches:Interviewswithbuyerswhohaveevaluatedserviceprovidersandexperiencedtheirservices.Somecontactswereprovidedbyserviceproviders,andotherswereinterviewsconductedwithHfSExecutiveCouncilmembersandparticipantsinourextensivemarketresearch.
§ Sell-SideExecutiveBriefings:Structureddiscussionswithserviceprovidersregardingtheirvision,strategy,capability,andexamplesofinnovationandexecution.
§ PubliclyAvailableInformation:Thoughtleadership,investoranalystmaterials,websiteinformation,presentationsgivenbyseniorexecutives,industryevents,etc.
ThisReportIsBasedOn:
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HfS Blueprint Scoring for Managed Security Services 2017EXECUTION 100%Scopeofservicesacrossthevaluechain 25%
Depthandqualityofservices(includinggeographiccoverage) 25%
Automationandanalyticsembeddedincurrentengagements 20%
Pricingflexibility 10%
Clientreferences (numbergiven,numberresponding,satisfactionofrespondents) 20%
INNOVATION 100%Visionforsecuritywithintheenterprise 20%
Industryexpertisebeingusedtoaddcontextandvaluebeyondstandards 20%
Predictiveanalyticsandremediation 20%
Talentstrategy 15%
Differentiatedthoughtleadership 25%
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Execution Definitions
EXECUTION Howwelldoestheserviceproviderexecuteonitscontractualagreement,andhowwelldoestheprovidermanagetheclient/providerrelationship?
Scopeofservices Acrossthevaluechainofservices weincludedintheevaluation,howmanydoestheprovideroffer?(Seetheofferingsgridintheproviderprofilesectionforspecificsofeachprovider.)
Depthandqualityofservices(includinggeographiccoverage)
How welldoestheproviderdelivertheservicesitoffers?Doestheproviderhavedeepofferingsdeliveredwithhighquality?Doestheproviderofferglobalcapabilitiesinitsofferings?
Automationandanalyticsembeddedincurrentengagements
Towhatextent doestheproviderincludeautomationaspartofitsservicedelivery?Arethesecapabilitiesembeddedinengagementsautomatically,ormusttheclientaskexplicitlyforthem?
Pricingflexibility Doestheprovideroffermultipleengagementpricingmodels,suchasfixedprice, outcome-based,etc.,basedonclientneedsandscope/requirements?
Clientreferences (numbergiven,numberresponding,satisfactionofrespondents)
Howmanyclient referencesdidtheprovideroffer?Howresponsivewerethosereferences?Howmanywereweabletointerviewintheresearchcycle?Howsatisfiedwerethereferenceswithservicedelivery,accountmanagement,innovation,automation,andanalytics,amongothercriteria?
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Innovation Definitions
INNOVATION Innovationisthecombinationofimprovingservicesandbusinessoutcomes.
Visionforsecuritywithintheenterprise
Doestheproviderofferavisionforsecurity’srolewithintheenterprisethat’s compelling,showsbusinessvalue,anddemonstratesanunderstandingofissuesfacingclients’organizations?
Industryexpertisebeingusedtoaddcontextandvaluebeyondstandards
Doestheproviderdemonstrate industry-specificunderstandingofsecurityregulationsandclientsecuritypostures?Doestheproviderofferindustry-basedbusinessinsightandplacesecurityinthecontextofbusinessimpactbasedonindustryknowledge?
Predictiveanalyticsandremediation
What istheprovider’sstrategyforincorporatingpredictiveanalyticsintoclientengagementstohelpclientsbecomemorestrategicaboutdiscoveringandremediatingthreats?Whatinvestmentsistheprovidermakinginpredictiveanalytics?
Talentstrategy Whatistheproviderdoingtoensureitwinsthewar fortalent?Howistheprovideradaptingitstraininganddevelopmenttobringinawiderpooloftalentandretainhigh-valueemployees?
Differentiatedthoughtleadership How istheproviderdifferentiatingitselfinthemarket?Whatintellectualpropertyistheproviderdevelopingthatsetsitapartfromotherproviders?Whatvaluedoesthisthoughtleadershipaddtothesecurityindustryoverall?
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Maturity of OneOffice Vision Within Managed Security Services Inadditiontotheformalcriteriaweusedduringtheevaluation,wealsonotedhowmaturewebelieveeachprovider’sManagedSecurityServicesmapintotheHfSvisionforsecurityinOneOfficeoperations.Weratedprovidersasstrong,medium,orweakonthethreemaindimensions.
SecurityforOneOfficeOperations
OneOffice
SharedResponsibility
Digital Trust
GradingScale
Strong Medium Weak
Service Provider Grid
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TodistinguishserviceprovidersthatshowcompetitivedifferentiationinaparticularlineofdeliverywithprogressinrealizingtheAs-a-ServiceEconomyofbusinessoutcome–oriented,on-demandtalentandtechnologyservices,HfSawardstheseprovidersthe“As-a-ServiceWinner’sCircle”designation.
EXECUTION INNOVATION
As-a-ServiceWinner’s Circleshowexcellencerecognizedbyclientsinthe8Idealsin executionandinnovation
Collaborativerelationshipswithclients,servicesexecutedwithacombinationoftalentandtechnology asappropriate,andflexiblearrangements.
Articulatevisionanda“newwayofthinking,”haverecognizableinvestmentsinfuturecapabilities,strongclientfeedback,and aredrivingnewinsights andmodels.
HighPerformersdemonstratestrongcapabilitiesbutlackaninnovativevisionormomentuminexecutionofthevision
Executesomeofthefollowingareaswithexcellence:worthwhilerelationshipswithclients,servicesexecutedwith“greenlights,”andflexibilitywhenmeetingclients’needs.
Typically, describeavisionandplanstoinvestinfuturecapabilitiesandpartnershipsforAs-a-Service,andillustratean abilitytoleveragedigitaltechnologiesand/ordevelop newinsightswithclients.
High Potentialsdemonstratevisionandstrategybuthaveyettogainmomentuminexecutionofit
Earlyresultsandproof pointsfromexamplesinnewserviceareasorinnovativeservicemodels,butlackscale,broadimpact,andmomentuminthecapabilityunderreview.
Well-plotted strategyandthoughtleadership,showcaseduseofnewertechnologiesand/orroadmap,andtalentdevelopmentplans.
ExecutionPowerhousesdemonstratesolid,reliableexecutionbuthaveyettoshowsignificantinnovationorvision
Evidence ofoperationalexcellence;however,stillmoreofadirectiveengagementbetweenaserviceprovideranditsclients.
Lack ofevidentvisionandinvestmentinfuture-orientedcapability,suchasskillsdevelopment,“intelligentoperations,”ordigitaltechnologies.
Guide to the Blueprint Grid
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HfS Blueprint Grid: Managed Security Services 2017INNOVA
TION
EXECUTION
ExcellentatInnovationandExecutionInvestinginInnovationtoChange
BuildingAllCapabilities ExecutionIsAheadofInnovation
AS-A-SERVICEWINNER’SCIRCLE
EXECUTIONPOWERHOUSES
HIGHPOTENTIALS
HIGHPERFORMERS
Accenture
IBM
EYUnisys
Luxoft
WiproSecureWorks
TechMahindra
CSSCorpTCS
InfosysCognizant
Capgemini
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Major Service Provider Dynamics – HighlightsEXECUTION
• ScopeofServices:Weevaluated21services(seethechartintheServiceProviderProfilessection).Accenture,Capgemini,Infosys,TCS,andWipro hadthemostcompleteportfolios.Physicalsecurityandvirtualdesktopswerethetwoservicesmorelikelytobemissingfromproviderofferings.
• DepthandQualityofServices:Accenture,Unisys,Wipro,andInfosys alldemonstratedgoodreferenceshere.Luxoft alsodemonstratedgooddepthwithclientreferencesintheprovider’snarrowerportfolio.
• AutomationandAnalyticsEmbeddedinCurrentEngagements:Allprovidersofferdataanalyticsasanoffering,andourresearchshowsit’scriticaltohavingasuccessfulprogram.SecureWorks’Counterthreatplatformisanexampleofanalyticsusedindailyclientengagements.Cognizant andInfosys alsodemonstratedstronginvestments.Automation,althoughlessproductizedthananalytics,alsoisshowingupinengagements.TechMahindraandCSSCorpshowedspecificwaystheyareautomatingthreatdetectionandquarantinetechniques.
• PricingFlexibility:CCSCorpandCapgemini offertieredservicesoptionstofitmultipleclientneedsandpricingstructures.Infosys alsoofferedavarietyofpricingoptions,includingfixed,outcome-based,andhybrid.
• ClientReferences: Luxoft’sclientmentionedtheprovider’sworkbeingpraisedbyexternalauditors.Accentureand EYwerepraisedfortheirbusinessacumeninadditiontosecurity.
INNOVATION
• VisionforSecurityintheEnterprise:Unisysexplainssecurityastooltoensureacompany’sgrowth.Luxoftexplicitlyworkswithclientstoshowhowsecurityhasanimpactonclients’customers.Thesearewaysprovidershelpstakeholdersunderstandtheimportanceofsecurity.Severalprovidersalsodevelopedpointsofviewonsharedresponsibilitiesamongtradingpartners,typicallydescribedasexpandingsecuritybeyondtheperimeter.
• IndustryExpertiseBeingUsedtoAddContextandValueBeyondStandards:Accenturehasbeenfocusingheavilyonintegratingavertical-industrybusinessstorywithitssecuritypracticetoincreasetherelevanceofitsofferings.Unisysalsodevelopedindustrypointsofviewbeyondindustry-specificregulatorystandards.EY alsoinvestshere.
• PredictiveAnalyticsandRemediation:Alloftheprovidersaredevelopingfurtherpredictiveanalyticscapabilities,withAccenture andSecureWorksshowingspecifictechniquesthatarealreadycomingtofruition.
• TalentStrategy:Mostprovidershavewell-developedtalentstrategies,althoughUnisys didagoodjobofexplainingthatitalsorecruitswithitsvisionofsecurity’sroleintheworld,notjustontraditionalhiringtactics.
• DifferentiatedThoughtLeadership:Wipro’s outlineofaclearvisionforsecurityasacustomer-experiencecomponentandAccenture’s focusondataethicsasthenextstepinsecuritybestpracticeswereparticularlyunique.
Service Provider Profile
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page30
Managed Security Services Offerings (green means offered)
BehavioralTracking
Clou
d-basedSecurity
DataAnalyticsforSecurity
DataAno
nymiza
tion
DataIntegrity
and
DLP
Encryptio
n
Firewalls
Iden
tity&AccessM
anagem
ent
Incide
ntRespo
nse
IoTsecuritymanagem
ent
Mob
ileApp
licationSecurity
Accenture
Capgemini
Cognizant
CSSCorp.
EY
Luxoft
IBM*
Infosys
SecureWorks
TCS
TechMahindra
Unisys
Wipro
*IBMdidnotparticipateintheblueprintresearchprocess.HfS usedpublicinformation,insightsfromotherproviderreferences,andourownassessmentofthefirm’sperformance.
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page31
Managed Security Services Offerings, Continued (green means offered)
PhysicalSecurity
(Access
Control,Ge
olocation
Awaren
ess)
SecurityArchite
cture&
Planning
SecurityTo
olsU
tilizing
Autono
mics&
RPA
SecurityTo
olsU
tilizing
Cognitive/AI
Segm
entatio
n/Micro-
segm
entatio
n
Threat/B
reachDe
tection
UserEdu
catio
n/Awaren
ess
Campaigns
VirtualD
esktop
s
VPNs
VulnerabilityAssessm
ent
Accenture
Capgemini
Cognizant
CSSCorp.
EY
Luxoft
IBM*
Infosys
SecureWorks
TCS
TechMahindra
Unisys
Wipro
*IBMdidnotparticipateintheblueprintresearchprocess.HfS usedpublicinformation,insightsfromotherproviderreferences,andourownassessmentofthefirm’sperformance.
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page32
Accenture
RelevantAcquisitions/Partnerships ClientProfile ServiceDeliveryOperations ProprietaryTechnologies
Acquisitionssince2013:• Arismore• DefensePoint• RedCore• Maglan• Cimation• FusionX• U.S.federalgovernmentservicesbusinessofEndgameInc.*
(02/08/2017)pending• iDefense*(02/09/2017)pendingPartnerships:• ManagedCyberDefense:Qualys,RecordedFuture,PaloAlto,
Splunk,Tanium,EndGame,Microsoft,Cisco,IBM,HPE,SkyhighNetworks,AlertLogic,CipherCloud,Symantec,Zscaler,Cybereason,Phantom
• ManagedDigitalIdentity:ForgeRock,Oracle,Okta,SailPoint,RSA,CyberArk
• ManagedCompliance:RSAArcher,RSM• ManagedApplicationSecurity:Microsoft,Oracle,SAP,HPE,IBM
Morethan100MSSclients,including:• Global1000 firms
Clientsinindustriessuchas• Oil&Gas• Utilities• Mining• Health&PublicServices• FinancialServices• Media&Communications• Retail• Automotive
TotalMSSEmployees:~5000DeliveryPersonnelinSOCs:~1500
Deliveryfrom12CyberFusionCenters(SOCs)in:• Cincinnati• SanAntonio• Sterling• BuenosAires• Prague• Tokyo• Bangalore(supportedbyother
SecurityCentersinNewDelhi,PuneandKolkata)
• Manila• TelAviv
AccenturealsohasCyberLabsinWashington,D.C.,andTelAviv,Israel.
• Cyberintelligenceplatform(jointlydevelopedwithIntelandCloudera)
• Cyberdefenseplatform• Velocityidentityplatform
Business-ledofferingsthatwillappealtoCISOsandotherseniorexecutives
Strengths Challenges
• Industryfocus:Accenturehasspecificallyinvestedoverthepastyearinexpandingitssecuritydeliverybeyondindustry-specificregulatoryrequirementstoputtingsecurityinthecontextofbusinesstrendsthataffectclients’businesses.
• CyberFusionCenters:ThefirmhascombineditssecurityinnovationlabsandLiquidStudioscapabilitiesforproofofconceptstomoveclientsfasterintooperationalizedsecurity.
• Globalcapabilities:Accenturehasstrongdeliverycapabilitieswithsecurity-specificdeliverycentersinallmajorgeographicregions.
• Depthinallmajorsecurityareas:TheproviderhasservicesinalloftheareasHfSincludedintheManagedServicescategoryexceptforphysicalsecurity,whichitplanstoaddinthenext12–18months.
• Dataethics:Accentureisbuildingthoughtleadershiparounddataethics,theconceptofensuringthedataandalgorithmsusedinsecurityusedforethicalandlegalpurposes.
• Clientrelationships:Accenture’sstrongaccountmanagementcapabilitiesareevidentinthenumberofreferences,theseniorityofitsreferences(allCISOs),andthespeedwithwhichthosereferencesmadetimetospeakonAccenture’sbehalf.
• Potentialfortechnicalsidetogetdismissed:WithAccenture’sfocusonthebusinessside(whichHfSagreeswithasastrategy),it’spossiblethatmid-levelsecuritystaffwillconsidertheofferingtoohighlevel.Accenturewillneedtomakesurethedepthofitsofferingiscommunicatedtoalllevelsoftheorganization.
• Talentacquisition:Accentureacknowledgesthatitisreviewingitstrainingprograminordertotobemoreflexibleinthetypesofpeoplebroughtinandthekindofmentoringneededfornon-traditionalsecuritytalent.
BlueprintLeadingHighlights
• Depthandqualityofservices• Clientreferences• Visionforsecurity• Industryexpertise• Predictiveanalyticsand
remediation• Talentstrategy• Differentiatedthoughtleadership
Alignment with OneOffice
OneOffice
SharedResponsibility
DigitalTrust
As-a-Service Winner’s Circle
Buyer and Provider Recommendations
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page34
Buyer Recommendations: Sourcing Managed Security Services
Keyactionsandconsiderationsmovingforward
n Askmanyquestionsaboutautomation.Inwhatcontextwilltheprovideruseautomation,e.g.,formonitoring,laboraugmentation?Willtheautomationbeapplieddirectlyatthebeginningoracrossthespanoftheengagement?
n Spendalotoftimeonthedetailsofhowtheproviderwillensureyoustayprotectedasyoursecurityposturechanges.Thismayincluderegular,formalre-assessments.Itshoulddefinitelyincludeclearstepsontheprovider’sparttoalertyouofnewthreats.Getintodetailssuchas,Doyouflagnewthreatsafterthefirstevidence,ordoyouwaitforapatterntoemergebeforenotifying?Howdoyoudefinenewthreatscomparedtoexistingthreatsthatmayjusthaveevolved?
n Focusrelentlesslyonremediation.Monitoringissimple.Takingactiononincidentsisn’t.Andyourpossibleactionsareoftendeterminedbywhenthethreatisdetectedandhowmuchtimeyouhavetorespond.Youalsoneedtounderstandhowmuchadviceyourproviderwillgiveinremediation.Isitgeneralbestpractices?Specificadvicebasedonyourenvironment?Somecombination?
n Evaluatepredictiveanalytics.Mostoftheprovidersweevaluatedusedanalyticstoprovidekeyprocessimprovementslikereducingthenumberoffalsepositivesandfindinginternalemployeebehaviorchangesfaster.However,ifyou’relookingtogetaheadofthecurveandimplementpredictiveanalytics,makesureyouhaveseveraldeepandcriticalconversationsaboutwhenandhowyoumighttakeactiononthreatsthatappearlikelytohappenbuthaven’thappenedyet.
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page35
Buyer Recommendations: Sourcing Managed Security Services, Continued
Keyactionsandconsiderationsmovingforward
n Reviewdataintegrityresponsibilities.Protectingdataisonlypartofthestory.Securityalgorithmsandpredictiveanalyticscan’thelpifyouhaven’tfocusedondataquality.Theaccuracyandintegrityofdataareasimportantasthestepsyoutaketoprotectdata.Makedataintegrityakeydiscussionpointduringnegotiations.Evenifit’soutofscope,it’simportanttoknowtheprovider’sviewonitsroleinthisimportantactivity.
n Consideralternativepricingoptions.Although providersdidn’toffermanyexamplesofoutcome-basedpricing,it’sclearthatthemarketismovinginthatdirection.Asyoulookforbusiness-basedsecurityservices,don’tforgettomatchyourpricingmodeltoyourgoals.Forexample,althoughflat-feemanagedservicesmaysoundpracticalandattractive,theymayincentyourprovidertomaintainthestatusquoratherthaninnovatingonyourbehalf.
n Askhowtheprovidercanhelpyoutalktobusinessstakeholders.Thislikelywillbebeyondthecapabilitiesofyourdailyteam.Soyou’llneedtoensurethatyouhaveaccesstoseniorsecurityexpertsintheproviderorganizationthatcanhelpyouprepareboardpresentations,createbusinesscasesfornewsecurityinvestment,andeducatenon-technicalstakeholdersontheirroleinprotectingthecompany’sassets.
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page36
Buyer Recommendations: Ensuring Your Engagement Keeps Up with the Changing Threat Environment
Keyactionsandconsiderationsmovingforward
n First,monitornewsandtrendsinsecurityandthreatintelligence. Don’twaitforyourprovidertoflagnewthreattypestoyou.Yes,asmentionedabove,youwantyourprovidertoproactivelyalertyoutopotentialnewthreats.Butdon’tletthatstopyoufromprotectingyourself.Youstillneedownershipofyoursecurityinsights.
n Beproactiveinaskingquestionsaboutchangesandnewthreats. Sometimes,evenaquickemailaskingtheprovideraboutanewransomwaretechniquethatyoureadaboutwillspurdiscussionaboutmakingchangestotheservicescopeorapproach.
n Includesecuritymarketchangesandnewsaspartofmonthlymeetings.Makeitanagendaitemtodiscusswhat’shappeninginthemarket.Andbuildintotheprovider’smindsetnottowaitfortheregularmeetingstobringupnewevents.
n Expandthescopeofyourengagementtoincluderegularsecurityposturere-assessments. Thiscandependonyourindustryandotherfactors,butitmightbequarterly,semi-annual,orannual.
n Includeanewengagementmetricontheprovider’sabilitytofindandaddressnewthreats.Theprovider’sabilitytokeepyourdataandorganizationprotectedfromthreatsevenasthosethreatschangeneedstobepartoftheprovider’ssuccessmetricsifitisn’talready.
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page37
Provider Recommendations
Keyactionsandconsiderationsmovingforward
n Helpsecuritybuyerswinovertheirbusinessstakeholders. Yourdirectbuyersmaybetechnicalanddeeplyknowledgeableaboutsecurity,buttheircolleaguesarenot.Helpyourbuyersbesuccessfulbygivingtheminsightsintosecuritythreatsandthepotentialimpactthatareanchoredintheirorganizations’businesscontext.Whenyourbuyerstellthesecuritystoryinbusinesslanguage,they’llbebetterabletogetbuy-inandfundappropriatenewefforts.
n Makeyourautomationmessagingstrongerandclearer. Automatingsecurityhasclearbenefitsforyouandyourclients– fewerfalsepositives,fasterdetectionofnewthreats,andbetterremediationresults,amongothers.Andgiventhetalentshortageinsecurity,makingthedailyjobsofsecuritystafflesstediousishighonorganizations’listsoftodo’s.Butdon’tassumeprospectiveclientsknowyourautomationapproach.Tellclientsupfrontyourstrategytoautomatesecurityandhowthatstrategywillgetdemonstratedduringanengagement.
n Rethinktalentstrategytocastawidernet. There’snoevidencethatthesecuritytalentwarswillgetlessintenseinthenextfewyears.It’simportanttobreakoutofstandardbestpracticesandthinkmoreabouthowtobringinnontraditionaltalent.Whatwouldittaketobringinsociologymajorsandtrainthem,asanexample?Whataboutothernon-technicalrolesthatmighthavesomeaffinityforsecuritywork?Workwithyourinternaltalentteamstoredesignhiringandretentiontofocusonhowtosuccessfullybringinnewtypesofpeoplesoyou’renotalwaysfightingforthesamepeopleasyourcompetitors.
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page38
Provider Recommendations, Continued
Keyactionsandconsiderationsmovingforward
n Collaboratemoreproactivelywithclientsonemergingthreats. Toofewoftheprovidersevaluatedhaveclear,step-by-stepprocessestomakesuretheystaycurrentwithclients’changingsecuritypostures.Andkeepinmindthatyoumayhavetotaketheleadinhelpingtheclientknowthatitssecurityposturechanged.Createbetterapproachesforevolvingengagementscopetokeepupwithchangesandtheneducateclientsonthoseapproaches.
n Spendmoretimeansweringthedifferentiationissue.Ontheonehand,ManagedSecurityServicescanseemcommoditized.Butthat’strueonlyifyoudon’tclearlyarticulatewhatmakesyoudifferent.Andit’softennotatechnicalcapabilityordeliverymethodologythatwillshowprospectiveclientswhatmakesyourofferingunique.Youneedtospendmoretimetellingprospectsyourvisionforsecurityintheenterprise,howsecuritydonewellchangestheclient’sbusiness,andwhatkindsofsecurityinnovationsyou’reinvestinginoverthenextfewyears.
About The Author
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page40
Christine Ferrusi RossResearchVicePresident,Security,andBlockchain,HfSResearch– MA,UnitedStates
Overview• ChristineFerrusi Rossfocusesonhelpingfirmssolvecomplexclientproblemsbydevelopingnew
serviceofferingsandproductstomeetnewmarketdemands.She’scurrentlyfocusedonbuildingHfS’ practicesinblockchain andsecurity.
• ChristineisaveteranoftheITservicesindustryandtheanalystcommunity.Shepioneeredsomeoftheindustry’sfirstresearchintovendormanagementandsupplierrisk,aswellasbuildingblockbustersourcingconferencesandpeercommunities.Christinehashelpedsomeofthelargestcompaniesintheworldoperationalizetheirsourcingstrategiesandsupplierriskefforts.
• Fromadomainperspective,Christine’spassionateabouthowblockchain willchangeeconomies,businessmodels,andsupplychains.She’salsofocusedonelevatingsecurityfromasiloedtechnologydiscussiontoabusinessconversationthatspansenterprises.Shealsostayscurrentonsupplierandsupplychainrisk,InternetofThings,democratizingbigdata,andanalytics.
• She’sbeenquotedintheWallStreetJournal,onCNBC,andothernationalmediaregardingITservices,vendormanagement,supplierrisk,outsourcing,andglobalization.
Previous Experience• ChristineledproductstrategyatNeoGroup,focusingonthecompany’ssupplierriskproduct
beforecomingtoHfS.PriortoNeoGroup,ChristinehadseveralseniorrolesatForresterResearch,whereshecreatedtheSourcing&VendorManagementpractice,aswellasleadingthecompany’swidelypraisedSourcingpeercouncil.
Education• ChristineholdsadualdegreefromBostonUniversity:aBAinInternationalRelationsandaBSin
MassCommunications.
christine.ferrusi.ross@hfsresearch.com
@ferrusi
©2017HfSResearchLtd.ExcerptforAccenture Proprietary│Page41
About HfS ResearchHfS ResearchisTheServicesResearchCompany™—theleadinganalystauthorityandglobalcommunityforbusinessoperationsandITservices.Thefirmhelpsorganizationsvalidateandimprovetheirglobaloperationswithworld-classresearch,benchmarkingandpeernetworking. HfS Researchwasnamed"IndependentAnalystFirmoftheYearfor2016"bytheInstituteofIndustryAnalystRelationswhichvotedon170otherleadinganalysts.HfS ChiefAnalyst,PhilFersht,wasnamedAnalystoftheYearin2016forthethirdtime.
HfS coinedtheterms"TheAs-a-ServiceEconomy"and"OneOffice™",whichdescribeHfS Research'svisionforthefutureofglobaloperationsandtheimpactofcognitiveautomationanddigitaltechnologies.HfS' visioniscenteredoncreatingthedigitalcustomerexperienceandanintelligent,singleofficetoenableandsupportit.HfS’ coremissionisabouthelpingclientsachieveanintegratedsupportoperationthathasthedigitalprowesstoenableitsorganizationtomeetcustomerdemand- asandwhenthatdemandhappens.WithspecificpracticeareasfocusedontheDigitizationofbusinessprocessesandDesignThinking,IntelligentAutomationandOutsourcing,HfS analystsapplyindustryknowledgeinhealthcare,lifesciences,retail,manufacturing,energy,utilities,telecommunicationsandfinancialservicestoformarealviewpointofthefutureofbusinessoperations.
HfS facilitatesathrivinganddynamicglobalcommunitywhichcontributestoitsresearchandstagesseveralOneOffice™Summits eachyear,bringingtogetherseniorservicebuyers,advisors,providersandtechnologysuppliersinanintimateforumtodevelopcollectiverecommendationsfortheindustryandadddepthtothefirm’sresearchpublicationsandanalystofferings.
Nowinitstenthyearofpublication,HfS Research’sacclaimedblogHorsesforSources isthemostwidelyreadandtrusteddestinationforunfetteredcollectiveinsight,researchandopendebateaboutsourcingindustryissuesanddevelopments.
HfS wasnamedAnalystFirmoftheYearfor2016,alongsideGartnerandForrester,byleadinganalystobserverInfluencerRelations.
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