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A01597 | Pages: 135 | Charts: 15 | Tables: 25 |
Service Delivery Automation Market was valued at $620 million, and is expected to reach $6,752 million by 2022, supported by a CAGR of 25.7%. Service delivery automation is as also known as process automation, robotic process automation, intelligent process automation, machine learning, and artificial intelligence.
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Automation helps to enable a digitally equipped enterprise or a business to transform their service delivery and operations to bring cost savings, accuracy, and productivity scale to the next level. Moreover, it generates a large amount of valuable and rich data, which ensembles smarter and faster decision-making, right from optimizing current processes and operations to predicting when, where, and how best to provide new products and services.
The global service delivery automation industry is segmented based on type, component, user type, industry vertical, and geography. Based on type, the market is bifurcated into IT process automation and business process automation, while the component segment consists of software and services. The industry vertical segment consists of BFSI, healthcare, travel, hospitality & leisure, IT & telecom, manufacturing, transport & logistics, and retail.
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Based on geography, the service delivery industry is analyzed across regions that are, North America, Europe, Asia-Pacific, and LAMEA. North America was the highest revenue-generating segment in 2015.
The global market for service delivery automation industry was valued at $620 million in 2015, and is estimated to grow at a CAGR of 25.7% to reach $6,752 million by 2022. The market is driven by enhanced productivity & reduced cycle time, advanced process analytics, improved quality, accuracy and compliance, and efficiency & cost reduction. However, the market growth is restrained due to high monetary expenses for the initial implementation in developed as well as developing countries.
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Currently, many organizations follow a service delivery automation framework that controls the processes and the people involved in it, as well as the products that are used to provide the user with access to a corporate application. The methodology that an IT shop follows to enable IT service delivery is called IT service management (ITSM). The IT team enforces preferred and prohibited approaches to deliver the application in accordance with regulations or preferred best practices by automating the service delivery.
Asia-Pacific is the leading regional market, in terms of growth rate, for service delivery, owing to major investments in IT infrastructure automation and business process automation in China, Japan, South Korea, and India.
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Key players profiled in the report are IBM Corporation, UiPath SRL, IPsoft, blueprism, Xerox Corporation, Nice Systems Ltd., Celaton Limited, Openspan Inc., Sutherland Global Services, and Arago US, Inc. The report discusses the key strategies adopted by the companies in addition to the current trends, upcoming opportunities, and restraints in the market growth, with detailed information about their impacts.
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Top Impacting Factors
Scalability
In service delivery automation, the solutions can be easily and rapidly integrated to meet significant demand over and above the normal levels. For example, there might be a rise in customer orders as a result of festive season flash sales by a retailer; in such situations, robotic FTEs can be rapidly scaled up and down on demand operating under any jurisdiction (onshore/offshore/near-shore). This in turn helps the business to speed up the operations to deliver the project to the client in a timely manner.
Governance and Reporting
Service delivery automation platforms are highly secure and can maintain extensive audit trails for compliance and governance teams to monitor and track each activity on a real-time basis, thereby adhering to strict governance controls. Around 70% of the service providers interviewed as part of the study have established well-defined governance frameworks for managing, implementing, monitoring, and measuring service delivery automation led initiatives.
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High Initial Investment
The initial cost required for the setup and integration of service delivery automation is high, which limits its use in few small and medium organizations. Industries with high labor costs are more likely to use service and process automation to reduce their labor costs and offer high-quality products and services. Industries, such as automotive and electronics, where precision and accuracy play a major role use automated systems to meet international quality standards. However, with new emerging technologies, and growth in competition in the market, the initial costs of automating service delivery are expected to reduce time and cost in the future.
Key Benefits of Service Delivery Automation Market Study:
Key Market Segments
Key Market Players
CHAPTER 1 INTRODUCTION
1.1. REPORT DESCRIPTION
1.2. KEY BENEFITS
1.3. KEY MARKET SEGMENTS
1.4. RESEARCH METHODOLOGY
1.4.1. Secondary research
1.4.2. Primary research
1.4.3. Analyst tools and models
CHAPTER 2 EXECUTIVE SUMMARY
2.1. CXO PERSPECTIVE
CHAPTER 3 MARKET OVERVIEW
3.1. MARKET DEFINITION AND SCOPE
3.2. KEY FINDINGS
3.2.1. Top factors impacting the market
3.2.1.1. Scalability
3.2.1.2. Governance and reporting
3.2.1.3. High initial investment
3.2.1.4. Top investment pockets
3.3. PORTER’S FIVE FORCES ANALYSIS
3.3.1. Bargaining power of suppliers
3.3.2. Bargaining power of buyers
3.3.3. Threat of substitute
3.3.4. Threat of new entrants
3.3.5. Competitive rivalry
3.4. MARKET DYNAMICS
3.4.1. Drivers
3.4.1.1. Enhanced productivity & reduced cycle time
3.4.1.2. Advanced process analytics
3.4.1.3. Improved quality, accuracy, and compliance
3.4.1.4. Efficiency and cost reduction
3.4.2. Restraints
3.4.2.1. High monetary expenses for the initial implementation
3.4.3. Opportunities
3.4.3.1. Growth in e-commerce industry
CHAPTER 4 SERVICE DELIVERY AUTOMATION MARKET, BY COMPONENT
4.1. OVERVIEW
4.2. SOFTWARE
4.2.1. Key growth factors and opportunities
4.2.2. Market size and forecast
4.3. SERVICES
4.3.1. Key market trends
4.3.2. Key growth factors and opportunities
4.3.3. Market size and forecast
CHAPTER 5 SERVICE DELIVERY AUTOMATION MARKET, BY TYPE
5.1. OVERVIEW
5.2. IT PROCESS AUTOMATION
5.2.1. Key market trends
5.2.2. Key growth factors and opportunities
5.2.3. Market size and forecast
5.3. BUSINESS PROCESS AUTOMATION
5.3.1. Key market trends
5.3.2. Key growth factors and opportunities
5.3.3. Market size and forecast
CHAPTER 6 SERVICE DELIVERY AUTOMATION MARKET, BY USER TYPE
6.1. OVERVIEW
6.1.1. Market size and forecast
6.2. LARGE ENTERPRISES
6.2.1. Key market trends
6.2.2. Key growth drivers and opportunities
6.2.3. Market size and forecast
6.3. SMALL & MEDIUM ENTERPRISES (SMES)
6.3.1. Key market trends
6.3.2. Key growth drivers and opportunities
6.3.3. Market size and forecast
CHAPTER 7 SERVICE DELIVERY AUTOMATION MARKET, BY INDUSTRY VERTICAL
7.1. OVERVIEW
7.1.1. Market size and forecast
7.2. BFSI
7.2.1. Key market trends
7.2.2. Key growth drivers and opportunities
7.2.3. Market size and forecast
7.3. HEALTHCARE
7.3.1. Key market trends
7.3.2. Key growth drivers and opportunities
7.3.3. Market size and forecast
7.4. TRAVEL, HOSPITALITY & LEISURE
7.4.1. Key market trends
7.4.2. Key growth drivers and opportunities
7.4.3. Market size and forecast
7.5. IT & TELECOM
7.5.1. Key market trends
7.5.2. Key growth drivers and opportunities
7.5.3. Market size and forecast
7.6. MANUFACTURING
7.6.1. Key market trends
7.6.2. Key growth drivers and opportunities
7.6.3. Market size and forecast
7.7. TRANSPORTATION & LOGISTICS
7.7.1. Key market trends
7.7.2. Key growth drivers and opportunities
7.7.3. Market size and forecast
7.8. RETAIL
7.8.1. Key market trends
7.8.2. Key growth drivers and opportunities
7.8.3. Market size and forecast
7.9. OTHERS
7.9.1. Key growth drivers and opportunities
7.9.2. Market size and forecast
CHAPTER 8 SERVICE DELIVERY AUTOMATION MARKET, BY GEOGRAPHY
8.1. OVERVIEW
8.2. NORTH AMERICA
8.2.1. Key market trends
8.2.2. Key growth factors and opportunities
8.2.3. Market size and forecast
8.2.3.1. U.S.
8.2.3.2. Canada
8.2.3.3. Mexico
8.3. EUROPE
8.3.1. Key market trends
8.3.2. Key growth factors and opportunities
8.3.3. Market size and forecast
8.3.3.1. UK
8.3.3.2. France
8.3.3.3. Germany
8.3.3.4. Rest of Europe
8.4. ASIA-PACIFIC
8.4.1. Key market trends
8.4.2. Key growth factors and opportunities
8.4.3. Market size and forecast
8.4.3.1. China
8.4.3.2. Japan
8.4.3.3. South Korea
8.4.3.4. India
8.4.3.5. Rest of Asia-Pacific
8.5. LAMEA
8.5.1. Key market trends
8.5.2. Market size and forecast
8.5.2.1. Latin America
8.5.2.2. Middle East
8.5.2.3. Africa
CHAPTER 9 COMPANY PROFILE
9.1. ARAGO GMBH
9.1.1. Company overview
9.1.2. Company snapshot
9.1.3. Operating business segments
9.1.4. Product portfolio
9.1.5. Key strategic moves and developments
9.2. BLUE PRISM GROUP PLC
9.2.1. Company overview
9.2.2. Company snapshot
9.2.3. Operating business segments
9.2.4. Product portfolio
9.2.5. Business performance
9.2.6. Key strategic moves and developments
9.3. CELATON LIMITED
9.3.1. Company overview
9.3.2. Company snapshot
9.3.3. Operating business segments
9.3.4. Product portfolio
9.3.5. Key strategic moves and developments
9.4. INTERNATIONAL BUSINESS MACHINES CORPORATION
9.4.1. Company overview
9.4.2. Company snapshot
9.4.3. Operating business segments
9.4.4. Product portfolio
9.4.5. Business performance
9.4.6. Key strategic moves and developments
9.5. IPSOFT INC.
9.5.1. Company overview
9.5.2. Company snapshot
9.5.3. Operating business segments
9.5.4. Product portfolio
9.5.5. Key strategic moves and developments
9.6. NICE LTD.
9.6.1. Company overview
9.6.2. Company snapshot
9.6.3. Operating business segments
9.6.4. Product portfolio
9.6.5. Business performance
9.6.6. Key strategic moves and developments
9.7. OPENSPAN, INC. (PEGASYSTEMS INC.)
9.7.1. Company overview
9.7.2. Company snapshot
9.7.3. Operating business segments
9.7.4. Product portfolio
9.7.5. Business performance
9.7.6. Key strategic moves and developments
9.8. SUTHERLAND GLOBAL SERVICES, INC.
9.8.1. Company overview
9.8.2. Company snapshot
9.8.3. Operating business segments
9.8.4. Product portfolio
9.9. UIPATH SRL
9.9.1. Company overview
9.9.2. Company snapshot
9.9.3. Operating business segments
9.9.4. Product portfolio
9.9.5. Key strategic moves and developments
9.10. XEROX CORPORATION
9.10.1. Company overview
9.10.2. Company snapshot
9.10.3. Operating business segments
9.10.4. Product portfolio
9.10.5. Business performance
9.10.6. Key strategic moves and developments
LIST OF TABLES
TABLE 1. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY COMPONENT, 2014-2022 ($MILLION)
TABLE 2. SERVICE DELIVERY AUTOMATION MARKET FOR SOFTWARE COMPONENT, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 3. SERVICE DELIVERY AUTOMATION MARKET FOR SERVICES COMPONENT, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 4. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2022 ($MILLION)
TABLE 5. GLOBAL SERVICE DELIVERY AUTOMATION MARKET FOR IT PROCESS AUTOMATION, BY TYPE, 2014-2022 ($MILLION)
TABLE 6. GLOBAL SERVICE DELIVERY AUTOMATION MARKET FOR BUSINESS PROCESS AUTOMATION, BY TYPE, 2014-2022 ($MILLION)
TABLE 7. SERVICE DELIVERY AUTOMATION MARKET FOR BUSINESS PROCESS AUTOMATION, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 8. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY USER TYPE, 2014-2022 ($MILLION)
TABLE 9. SERVICE DELIVERY AUTOMATION MARKET FOR LARGE ENTERPRISES, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 10. SERVICE DELIVERY AUTOMATION MARKET FOR SMALL & MEDIUM ENTERPRISES, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 11. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY INDUSTRY VERTICAL, 2014-2022 ($MILLION)
TABLE 12. SERVICE DELIVERY AUTOMATION MARKET FOR BFSI INDUSTRY, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 13. SERVICE DELIVERY AUTOMATION MARKET FOR HEALTHCARE INDUSTRY, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 14. SERVICE DELIVERY AUTOMATION MARKET FOR TRAVEL, HOSPITALITY & LEISURE INDUSTRY, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 15. SERVICE DELIVERY AUTOMATION MARKET FOR IT & TELECOM INDUSTRY, BY GEOGRAPHY 2014-2022 ($MILLION)
TABLE 16. SERVICE DELIVERY AUTOMATION MARKET FOR MANUFACTURING INDUSTRY, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 17. SERVICE DELIVERY AUTOMATION MARKET FOR TRANSPORTATION & LOGISTICS INDUSTRY, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 18. SERVICE DELIVERY AUTOMATION MARKET FOR RETAIL INDUSTRY, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 19. SERVICE DELIVERY AUTOMATION MARKET FOR OTHER INDUSTRIES, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 20. SERVICE DELIVERY AUTOMATION MARKET, BY GEOGRAPHY, 2014-2022 ($MILLION)
TABLE 21. NORTH AMERICA SERVICE DELIVERY AUTOMATION MARKET, BY COUNTRY, 2014-2022 ($MILLION)
TABLE 22. EUROPE SERVICE DELIVERY AUTOMATION MARKET, BY COUNTRY, 2014-2022 ($MILLION)
TABLE 23. ASIA-PACIFIC SERVICE DELIVERY AUTOMATION MARKET, BY COUNTRY, 2014-2022 ($MILLION)
TABLE 24. LAMEA SERVICE DELIVERY AUTOMATION MARKET, BY COUNTRY, 2014-2022 ($MILLION)
TABLE 1. ARAGO GMBH: COMPANY SNAPSHOT
TABLE 2. ARAGO GMBH: OPERATING SEGMENTS
TABLE 3. ARAGO GMBH: PRODUCT PORTFOLIO
TABLE 4. BLUE PRISM GROUP PLC.: COMPANY SNAPSHOT
TABLE 5. BLUE PRISM GROUP PLC.: OPERATING SEGMENTS
TABLE 6. BLUE PRISM GROUP PLC.: PRODUCT PORTFOLIO
TABLE 7. CELATON LIMITED: COMPANY SNAPSHOT
TABLE 8. CELATON LIMITED: OPERATING SEGMENTS
TABLE 9. CELATON LIMITED: PRODUCT PORTFOLIO
TABLE 10. IBM: COMPANY SNAPSHOT
TABLE 11. IBM: OPERATING SEGMENTS
TABLE 12. IBM: PRODUCT PORTFOLIO
TABLE 13. IPSOFT INC.: COMPANY SNAPSHOT
TABLE 14. IPSOFT INC.: OPERATING SEGMENTS
TABLE 15. IPSOFT INC.: PRODUCT PORTFOLIO
TABLE 16. NICE LTD: COMPANY SNAPSHOT
TABLE 17. NICE LTD: OPERATING SEGMENTS
TABLE 18. NICE LTD: PRODUCT PORTFOLIO
TABLE 19. PEGASYSTEMS, INC.: COMPANY SNAPSHOT
TABLE 20. PEGASYSTEMS, INC.: OPERATING SEGMENTS
TABLE 21. OPENSPAN, INC.: PRODUCT PORTFOLIO
TABLE 22. SUTHERLAND GLOBAL SERVICES, INC.: COMPANY SNAPSHOT
TABLE 23. SUTHERLAND GLOBAL SERVICES, INC.: OPERATING SEGMENTS
TABLE 24. SUTHERLAND GLOBAL SERVICES, INC.: PRODUCT PORTFOLIO
TABLE 25. UIPATH SRL: COMPANY SNAPSHOT
TABLE 26. UIPATH SRL: OPERATING SEGMENTS
TABLE 27. UIPATH SRL: PRODUCT PORTFOLIO
TABLE 28. XEROX CORPORATION: COMPANY SNAPSHOT
TABLE 29. XEROX CORPORATION: OPERATING SEGMENTS
TABLE 30. XEROX CORPORATION: PRODUCT PORTFOLIO
LIST OF FIGURES
FIGURE 1. SERVICE DELIVERY AUTOMATION MARKET: MARKET SNAPSHOT
FIGURE 2. MARKET SEGMENTATION
FIGURE 3. TOP INVESTMENT POCKETS
FIGURE 4. HIGH BARGAINING POWER OF SUPPLIERS
FIGURE 5. HIGH BARGAINING POWER OF BUYERS
FIGURE 6. LOW THREAT OF SUBSTITUTE
FIGURE 7. MODERATE THREAT OF NEW ENTRANTS
FIGURE 8. HIGH COMPETITIVE RIVALRY
FIGURE 9. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY COMPONENT, 2014-2022
FIGURE 10. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY COMPONENT
FIGURE 11. COMPARATIVE REGIONAL SHARE ANALYSIS OF SERVICE DELIVERY AUTOMATION MARKET FOR SOFTWARE COMPONENT, 2015 & 2022 (%)
FIGURE 12. COMPARATIVE REGIONAL SHARE ANALYSIS OF SERVICE DELIVERY AUTOMATION MARKET FOR SERVICES COMPONENT, 2015 & 2022 (%)
FIGURE 13. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY TYPE, 2014-2022 ($MILLION)
FIGURE 14. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY USER TYPE, 2014-2022 ($MILLION)
FIGURE 15. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY INDUSTRY VERTICAL, 2014-2022 ($MILLION)
FIGURE 16. GLOBAL SERVICE DELIVERY AUTOMATION MARKET, BY INDUSTRY VERTICAL, 2014-2022 ($MILLION)
FIGURE 17. SERVICE DELIVERY AUTOMATION MARKET SHARE, BY GEOGRAPHY, 2015 (%)
FIGURE 18. OVERVIEW: NORTH AMERICA SERVICE DELIVERY AUTOMATION MARKET
FIGURE 19. U.S. SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 20. CANADA SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 21. CANADA SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 22. OVERVIEW: EUROPE SERVICE DELIVERY AUTOMATION MARKET
FIGURE 23. UK SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 24. FRANCE SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 25. GERMANY SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 26. REST OF EUROPE SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 27. OVERVIEW: ASIA-PACIFIC SERVICE DELIVERY AUTOMATION
FIGURE 28. CHINA SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 29. JAPAN SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 30. SOUTH KOREA SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 31. INDIA SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 32. REST OF ASIA-PACIFIC SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 33. OVERVIEW: LAMEA SERVICE DELIVERY AUTOMATION MARKET
FIGURE 34. LATIN AMERICA SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 35. MIDDLE EAST SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 36. AFRICA SERVICE DELIVERY AUTOMATION MARKET, 2014-2022 ($MILLION)
FIGURE 1. BLUE PRISM GROUP PLC.: REVENUE, 2014-2016 ($MILLION)
FIGURE 2. BLUE PRISM GROUP PLC.: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 3. BLUE PRISM GROUP PLC.: REVENUE SHARE BY GEOGRAPHY, 2016 (%)
FIGURE 4. IBM: REVENUE, 2014-2016 ($MILLION)
FIGURE 5. IBM: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 6. IBM: REVENUE SHARE BY GEOGRAPHY, 2016 (%)
FIGURE 7. NICE LTD: REVENUE, 2014-2016 ($MILLION)
FIGURE 8. NICE LTD: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 9. NICE LTD: REVENUE SHARE BY GEOGRAPHY, 2016 (%)
FIGURE 10. PEGASYSTEMS, INC.: REVENUE, 2014-2016 ($MILLION)
FIGURE 11. PEGASYSTEMS, INC.: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 12. PEGASYSTEMS, INC.: REVENUE SHARE BY GEOGRAPHY, 2016 (%)
FIGURE 13. XEROX CORPORATION: REVENUE, 2014-2016 ($MILLION)
FIGURE 14. XEROX CORPORATION: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 15. XEROX CORPORATION: REVENUE SHARE BY GEOGRAPHY, 2016 (%)