Get a comprehensive overview of the TEM landscape with the Gartner Market Guide for Telecom Expense Management Services, 2021. See why enterprises are seeking robust TEM solutions to reduce costs, optimize processes, and improve inventory management.
Last year, the repercussions of the COVID-19 pandemic had a considerable impact on enterprise decision-making. In 2022, organizations will look past immediate cost-cutting and value ROI, operational excellence, service delivery, soft cost-saving measures, intelligence, and mobility lifecycle management as competitive differentiators.
The report covers key trends for today’s TEM vendors:
- Fully managed and outsourced TEM services dominate: For internal teams in enterprises, managing costs efficiently is a challenge. Controlling budgets, cloud-based applications, the Internet of Things (IoT), and devices have added complexity to telecom environments. This has led to an increased reliance on TEM.
- Service quality impacts TEM vendor selection: Enterprises are looking at vendor operational quality and the ability to meet defined SLAs more deeply in 2021. This is across geographic capabilities, the ability to scale for enterprise requirements, ownership, and including saving guarantees in service agreements.
- A single platform provides a consistent experience: TEM vendors that can do everything from a centralized platform are a competitive choice. This includes reporting costs, maintaining telecom inventories, and tracking service consumption. Additionally, nearly all TEM vendors can fulfill cloud-related expense management alongside TEM.
- Lifecycle management and MMS integration: The majority of RFPs still focus on mobile and fixed telecom estates. But there’s increased demand for managed mobility services (MMS) that are integrated with TEM.
- Communication expense management is a must-have: The urgency to better manage enterprise communication spend continues to rise. Nearly all organizations now rely on agile and flexible solutions, like cloud applications, that require monitoring and management. This change is here to stay, so TEM providers must adapt.
- Pricing models are slowly changing: New pricing models are emerging that allow enterprises to structure pricing as a fixed proportion of their spend, regardless of what service spend it relates to.
- Demand for data analytics and intelligence has increased: Enterprises want detailed context to fuel their decision-making. Deeper analytics capabilities such as forecasting and technology simulations will give TEM providers the edge in 2022. Robot process automation (RPA) and artificial intelligence (AI) will also be key enablers.
- Automation can improve performance: TEM vendors are increasing efforts into automation so that manual processes in complex environments can improve. This can be seen across automated invoices, inventory and data processing, and integration processes.
- Enterprises want seamless integration across capabilities: Whether it’s unified endpoint management (UEM) that helps keep employee devices secure, IT service management, or general ledger, organizations want access to a wide range of capabilities from their TEM provider. And they must be pre-integrated to enable straightforward, fast, and real-time processing.
What’s Included in the Report?
- A comprehensive TEM market description
- An overview of the current market direction
- Insights and market analysis
- Representative TEM vendor profiles
- Market recommendations
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Gartner Market Guide for Telecom Expense Management Services, Katja Ruud, Lisa Unden-Farboud, Pablo Arriandiaga, 22 December 2021
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