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ITIL is important in External Service Provider selection

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In February and May this year, Gartner published two reports on Help Desk outsourcing. The first relates to the American market, the second to the Western European.

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In both cases, Gartner indicates that customers already pay attention to whether the external service provider applies ITIL. What’s more, in the case of the report on the U.S. market Gartner writes:

“Clients now expect the use of Information Technology Infrastructure Library (ITIL) practices to help standardize practices and reduce costs, and these practices generally can be applied by most service providers.”

In addition, in both reports, application of a procedural approach to IT management by providers is being assessed.

Gartner commends the following companies for their approach to it service management and ITIL maturity.

On American market: EDS, Northrop Grumman, Pomeroy IT Solutions, Tech Team

On European market: Atos Origin, Capgemini, CSC, EDS, HP, IBM, Logica, Tech Team, Unisys


If the process maturity of companies providing outsourcing is particularly important for us, we should cautiously approach to:

On  American market Siemens IT Solutions and Services

On European market: Fujitsu, Getronics, T-Systems

More information can be found in following reports:

Magic Quadrant for Help Desk Outsourcing, Western Europe

Magic Quadrant for Help Desk Outsourcing, North America, 2008

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