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IDC Survey: Enterprise Perceptions of Services as a Product, 2026, Part 1: Adoption, Outcomes, and Commercial Models

Linus Lai, Lars Goransson — Wed, 30 Sep 2026 04:00:00 GMT

This IDC Survey presents the first of two parts reporting on IDC's Enterprise Perceptions of Services as a Product (SaaP) Survey, fielded in July 2026 among 820 services decision-makers and influencers at organizations with 500 or more employees across 13 countries and 15 industry sectors. This report examines adoption and the commercial contract: engagement stage, functional footprint, provider type, services spend, outcome KPI discipline, barriers to stronger outcome-based constructs, the commercial models in use and preferred, satisfaction across five value dimensions, and intended budget shift. Findings are reported against two cohorts: 658 organizations with a live or piloted SaaP engagement, and 162 still evaluating or merely aware of the model.

Part 2 covers how SaaP is delivered, including platform capability, reusable IP, automation and generative AI, and agentic execution.

"The most striking result in this survey is the distance between lived experience and outside-in belief," said Linus Lai, group vice president, Global Services Research at IDC. "Around 94% of organizations that have run a SaaP engagement are satisfied with it, while only 52% of those still evaluating are confident it would work for them. The constraint on this market is not delivery capability; it is the supply of evidence."

HCLTech's Organizational Change Management Practice: Proven Delivery Scale Meets an AI-Redefined Market

Pushkaraksh Shanbhag, Bill Latshaw — Tue, 29 Sep 2026 04:00:00 GMT

This IDC Market Note assesses HCLTech's organizational change management (OCM) practice, including its service offerings, delivery approach, and named case studies. It also weighs that practice against IDC's 2026 research on AI-native change management, and points to where HCLTech's OCM offering differentiates itself in the market, where its operating scale has closed the gap with the market, and where additional effort can be focused.

IDC Market Glance: Enterprise Data and AI Services, 3Q26

Jennifer Hamel, Jonathan Tullett — Tue, 29 Sep 2026 04:00:00 GMT

This IDC Market Glance provides an overview of the enterprise data and AI services (previously named "enterprise intelligence services") market landscape. It describes the market segments and structure and provides an illustrative list of participating vendors.

IDC Market Glance: Service Provider Agentic AI Platforms, 3Q26

Dina Capelle — Tue, 29 Sep 2026 04:00:00 GMT

This IDC Market Glance is a taxonomy document that provides a concise current-state view of the worldwide service provider agentic AI platforms (SPAAP) market. This IDC Market Glance covers proprietary agentic AI platforms created, operated, and maintained by vendors whose core business is services. These platforms are the AI-native expression of the service-as-a-product shift: Service providers use them to industrialize and deliver services at scale and are increasingly deploying them in client environments. Every major services provider now ships one, so the purpose here is to map the landscape by what each platform actually industrializes. The competitive landscape spans horizontal services and industry-specific-led agentic AI platforms, specialized standalone agents, and multiagent life-cycle services and operations.

Business executives, product managers, and market insights or analyst relations professionals can use this information to understand the structure of the overall market or ecosystem; assess market, business, and partnership opportunities; and help identify where their organization fits into the competitive landscape.

IDC Market Glance content is current on the date it is published. The representative content contained in this presentation reflects a qualitative snapshot that is regularly refreshed. Company logos are illustrative only and do not reflect an exhaustive view of the market.

IDC MarketScape: Worldwide Print Management Solutions Independent Software 2026 Vendor Assessment

Evan Hardie, Geoffrey Wilbur, Tim Greene — Tue, 29 Sep 2026 04:00:00 GMT

This IDC MarketScape study assesses the market for print management software solutions among the most prominent global independent software vendors and identifies their strengths and challenges. This assessment discusses both quantitative and qualitative characteristics that position vendors for success in this important market. This IDC study is based on a comprehensive framework to evaluate print management delivered within the context of an engagement.

"Print management remains a persistent challenge in 2026, and IT teams face constant pressure to optimize devices, control costs, and maintain security, even as hybrid work has simply become the baseline that print must support. What's changing is the platform underneath print itself: Microsoft's move toward driverless, IPP-based printing through Windows Ready Print and Protected Print Mode is forcing vendors to rethink device compatibility, while ARM-based and Copilot+ PCs add further disruption to users' ability to print. At the same time, agentic AI is pulling print management into a broader layer of document intelligence and workflow automation. Securing print in this environment increasingly means moving to the cloud and a SaaS billing model that offers more budgeting predictability. As the landscape evolves, buyers should seek a solution aligned with their business and technology goals," says Evan Hardie, senior research director, IDC.

Market Analysis Perspective: Worldwide Digital Engineering and Operational Technology Services, 2026

Mukesh Dialani, Francesca Ciarletta — Tue, 29 Sep 2026 04:00:00 GMT

This IDC Market Analysis Perspective provides insight into the current and future state of the digital engineering and operational technology services market. It includes an overview of the current market landscape, a technology buyer perspective, a market outlook, and IDC's advice for service providers operating in this market.

"AI is transforming how engineering services are delivered, and providers are reorganizing around agentic AI to capture this demand. Growth is concentrating in specific submarkets; software engineering, software defined vehicles, robotics, and semiconductor engineering are some areas scaling quickly as AI reshapes both the underlying products and systems and the way they are engineered. Physical AI services are emerging as the next wave, extending this shift from software into robotic fleets, production lines, and industrial operations. I expect engineering providers to become the fastest path for enterprises across these submarkets to modernize their products and operations." - Mukesh Dialani, research vice president, Digital Engineering and Operational Technology Services, IDC.

Market Forecast: Asia/Pacific Application Management Services Forecast, 2026–2030

Souganth Manjhiparambil, Shivangi Gupta — Tue, 29 Sep 2026 04:00:00 GMT

This IDC presentation provides the five-year forecast for the application management (AM) services market and delivers insights into the drivers and inhibitors of growth.

"Application management in Asia/Pacific is being pulled in two directions at once. Agentic AI is automating the routine support that once anchored these contracts, even as modernization and data-sovereignty obligations move from optional add-ons into the core of what enterprises expect a provider to own. The providers that win will build both into their base offering rather than retrofit them later." — Souganth Manjhiparambil, research manager, AI-Enabled Asia/Pacific Services Strategies, IDC

Zero Downtime, 30 Days: How AWS and Grupo TX Rebuilt Panama’s 311

Danielle Ibran — Tue, 29 Sep 2026 04:00:00 GMT

This IDC Market Note examines how Panama’s 311 Citizen Service Center, sponsored by the National Authority for Government Innovation (AIG), migrated its legacy contact center platform to Amazon Connect in under 30 days with zero service interruption. AWS partner Grupo TX led design, integration, training, and production deployment end to end, adding AI-assisted agent support, real-time analytics, and a multiregion architecture built to scale toward 300,000 monthly interactions across more than 200 government institutions. IDC examines the conditions that made a compressed, high-stakes government modernization program achievable, executive sponsorship anchored on risk rather than cost, a partner accountable for outcomes rather than implementation, and continuity engineered in as the primary design constraint, and what other public sector agencies and their partners should take from this engagement when planning similar transformations.

“Grupo TX didn’t just implement Amazon Connect, it engineered continuity as the requirement, which is why AIG could replace core citizen service infrastructure without anyone noticing.” — Danielle Ibran, research analyst, WW Infrastructure Channels Program, IDC

IDC MarketScape: Worldwide Telco Network Operations Managed Services 2026 Vendor Assessment

Bruno Teyton, Chris Barnard — Mon, 28 Sep 2026 04:00:00 GMT

This IDC study highlights a shift from cost-driven outsourcing to strategic partnerships, as communication SPs (CSPs) increasingly rely on managed SPs for operational transformation, automation, and AI integration. Vendors are evaluated on their ability to deliver autonomous, secure, and multi-domain network operations, with leaders distinguished by advanced AI capabilities, modular platforms, and strong co-innovation strategies. The managed services model is central to CSPs' pursuit of operational excellence and differentiated customer experience.

"The network operations managed services market for CSPs enters a new phase with growing technology complexity and CSP business transformation," says Bruno Teyton, associate vice president for IDC's network infrastructure and services group. "MSPs in this space need to help CSPs navigate this transformation, automate network operations, and deliver tangible outcomes with a partnering and co-innovation mindset."

Market Analysis Perspective: Worldwide Cloud Application Deployment Platforms, 2026

Matthew Flug — Mon, 28 Sep 2026 04:00:00 GMT

This IDC Market Analysis Perspective provides insight into the current and future state of the cloud application deployment platforms market. It includes an overview of the current market landscape, a perspective from a technology buyer, a market outlook, and IDC's advice to technology suppliers in this market.

"AI has expanded the remit of application platforms. Buyers now expect application platform solutions to include data services and gateway controls for security, optimization, and cost control. These capabilities determine which model answers a request and what data that request can access and enable organizations to observe and monitor agentic actions for optimization and remediation. Vendors that let organizations move at the speed AI enables, while keeping security and cost under control, will separate themselves in this market." — Matthew Flug, research manager, Intelligent Application Modernization and Deployment Platforms, IDC