Six Building Blocks for Effective Benchmarking
There are six essential building blocks that need to be applied to elicit meaningful and insightful recommendations.
Advisory
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Information Technology
Application Service Areas
- Application Development
- Application Management
- Application Support
- DevOps
- ERP/CRM
- Testing and QA
- SAP
- Database
- Infrastructure Management
- Mobility
- Network
- Servers
- Service Desk
- Storage
- Workplace
Specialty Service Areas
- Cloud
- Consultancy
- Cybersecurity
- Data Analytics
- Digital and Automation
- IT Management and Cross Functions
- Project Management
- Service and Systems Integration
- Strategy Management
- Standard Role
- Years of Experience
- Core Skill/Domain
- Service Delivery Country
- Staff Location (Client vs. Vendor)
Finance and Accounting
Order to Cash Service Areas
- Accounts Receivable
- Billing
- Cash Application
- Credit and Collections
- Dispute and Deduction
- Order Management
- Accounts Payable
- Travel and Expenses
Record to Report Service Areas
- Cost Accounting
- Financial Planning and Analysis
- Fixed Assets
- General Accounting
- Customer Service
- Standard Role
- Years of Experience
- Core Skill/Domain
- Service Delivery Country
- Staff Location (Client vs. Vendor)
Procurement
Service Areas
- Category Management and Support
- Requisitioning
- Strategic Sourcing
- Tactical and Spot Buying
Key Parameters
- Standard Role
- Years of Experience
- Core Skill/Domain
- Service Delivery Country
- Staff Location (Client vs. Vendor)
Human Capital Management
Service Areas
- Benefits Administration
- HR Administration
- HR Systems Integration
- HR Technology
Key Parameters
- Standard Role
- Years of Experience
- Core Skill/Domain
- Service Delivery Country
- Staff Location (Client vs. Vendor)
Industries
Industry Groups
- Business Services
- Consumer Packaged Goods
- Energy
- Financial Services
- Healthcare and Pharmaceuticals
- Insurance
- Manufacturing
- Media and Telecom
- Public Sector
- Retail
- Travel, Transportation, and Leisure
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Research
The Power of Payroll: It’s More than Just a Paycheck
Payroll is one of the most universal touchpoints within any organization, impacting every employee on a regular basis. It’s the one thing every employee notices if it does not work perfectly. Yet, despite its far-reaching presence, payroll often operates quietly in the background, treated as an administrative function focused solely on ensuring people are paid accurately and on time. This perception, while understandable, drastically undervalues what payroll can offer.
Research
How Software Can Help Usage Pricing Adoption
Based on the number of invitations I have received to speak on the topic, usage pricing (also referred to as consumption pricing) is hot. But as I have remarked elsewhere, it is not new. I recall a conversation with a customer over 30 years ago when I was involved with analytic software who asked, “Why can’t we just pay for the software we use?” And this of course makes sense: only pay for what you use. In fact, I assert that by 2027, over one-half of all enterprises will deploy a mixed revenue model that includes subscriptions and usage pricing in addition to one-time sales as enterprises make adjustments to remain competitive.
Research
A Strategic Approach to Replacing ERP Systems for Modernization and AI
Enterprise Resource Planning (ERP) systems are comprehensive software platforms designed to integrate and manage all the core processes of an enterprise while recording transactions and their financial consequences to support the accounting and finance functions. ISG Software Research recently completed our Buyers Guide™ for ERP systems, designed to help enterprises that are replacing their existing ERP software to make the best choice, both in terms of the product’s performance as well as the customer experience. ERP systems are central to the operations of an enterprise, streamlining cross-functional operations using workflows and consolidating data created by departments such as finance, human resources, supply chain and customer relationship management into a unified database. This integration facilitates the accessibility of real-time data, enhancing situational awareness for executives and managers while boosting overall efficiency and productivity.
Research
By harnessing AI, manufacturers can enhance CX, optimize operations and develop innovative products
The manufacturing industry is undergoing a period of significant transformation, driven by a confluence of technological advancements, economic shifts and evolving consumer expectations.
The industry is being impacted in areas such as smart manufacturing, supply chain optimization, aftermarket services and sustainability. Manufacturers are leveraging technologies such as IoT, AI, ML, digital twins, AR, VR and cloud to optimize production processes, improve quality and enhance efficiency. They are also implementing digital solutions to streamline supply chain operations, reduce costs and improve visibility. Aftermarket services are being placed at the forefront and integrated into core business processes to drive customer satisfaction and revenue.
Research
Agentic AI and autonomous Ops emerging as disruptive forces in intelligent automation services
Advancements in AI applications are redefining the landscape of business service automation in the U.S., disrupting use cases and codifying service knowledge using generative AI (GenAI) technologies. These innovations, powered by large language models (LLMs), vision-language models (VLMs), small language models (SLMs), retrieval-augmented generation (RAG) and other appropriate finetuning techniques, are revolutionizing how organizations automate customer service, IT support and business operations.
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