Research Report

2018 Technology Services Heatmap: Adoption Trends Across 42 Categories of Tools

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TSIA’s 13th annual Global Technology Survey is complete, covering 42 categories of technology used by service operations. Technology adoption was up compared to last year, with five tool categories seeing an adoption increase year over year of more than 10%. Four categories had less than 25% adoption, compared to five in 2017 and seven in 2016.

Companies should use the TSIA Technology Heatmap to gauge their level of technology adoption compared to their peers, verifying they are not missing any key infrastructure components commonly used by other companies, as well as to identify pacesetter technologies to consider for investment in 2018-2019.

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Peg Rodarmel, SVP, Subscription Services, Infor

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