|CompuCom Cited for Strong Process Methodologies, Good Customer Satisfaction, and Strong Lifecycle Services and IT Asset Management Consulting Capabilities|
CompuCom Systems, Inc., a leading IT managed services provider that helps organizations maximize resources and achieve continuous improvement, today announced that a leading technology and market research company, Forrester Research, has named the company a "strong performer" in a recent Forrester Wave(TM) report on the integrated service desk and desktop outsourcing market.(1) The top North American vendors were evaluated across 37 criteria, which were grouped into three high-level categories: current offering, strategy and market presence. CompuCom, a Platinum Equity company, was selected for its strong performance based on its proven success in each of these areas among 11 other vendors.
According to Forrester, the market for desktop and service desk outsourcing will continue to follow an integrated model that drives accountability for service-level agreement (SLA) improvement and cost reduction to the outsourcer. In the Strategy section of the report, Forrester notes CompuCom's value proposition and effectiveness in combining desktop and service desk capabilities for client benefit: "CompuCom's service strategy revolves around the concept of implementing an integrated infrastructure management solution, which integrates the service desk (on-site support, remote resolution, and self-assist) with the infrastructure and aligns it with the asset life cycle. CompuCom has strong IT asset management consulting capabilities, tight integration of IT asset management, and help desk data that can help streamline agent flows, offering benefits like reduced incident handling and resolution time."(2)
"CompuCom has the cost structure, delivery capabilities, and management team to win and successfully deliver on desktop and service desk deals in the midtier market," wrote Tom Pohlmann, Forrester Research analyst and author of the report. "This is a market where the large outsourcers have experienced mixed success as customers look for customer intimacy and management attention. The acquisition of GE IT Solutions has solidified CompuCom as a player in the North American distributed management market, thanks in part to GE bringing Six Sigma process expertise to CompuCom's integrated IT management methodology, configuration management, and life-cycle services."(3)
"Forrester's coverage of integrated desktop and service desk outsourcing underscores the need for vendor accountability and higher service levels, as well as employing automation to reduce costs," said John McKenna, Chief Strategy Officer at CompuCom. "Being named as a 'strong performer' in the Forrester Wave report demonstrates the traction CompuCom has had in providing quality support to clients with innovative services through our Integrated Infrastructure Management(TM) (IIM) solution. We feel Forrester's leadership position in measuring the business value of an integrated service desk and desktop not only precisely mirrors our IIM strategy but further confirms our IIM solution is ahead of market at integrating IT and delivering value," added McKenna.
Forrester used a combination of four data sources to assess the strengths and weaknesses of each solution: vendor surveys, vendor interviews, customer reference calls and ongoing research, consulting and inquiries. Each participating vendor organization has annual integrated desktop and service desk revenues that exceed $50 million. Thirty-one user companies were interviewed by Forrester during the evaluation process.
More information about Forrester, an independent technology research company that focuses on technology's impact on business, is available at www.forrester.com.
About CompuCom Systems, Inc.
CompuCom Systems is a leading IT managed services provider. As a vendor-independent, single-source supplier, CompuCom offers IT outsourcing, application development, systems integration, and consulting, as well as the procurement and management of hardware and software. Experts throughout our company hold a combined total of more than 33,000 industry certifications, and CompuCom employs more than 6,000 highly skilled associates. Together with our Canadian subsidiary, CCSI Technology Solutions Corp., CompuCom offers extensive technology and industry-specific expertise to help clients across North America move to the high-value, integrated infrastructures that help them achieve their business goals. CompuCom is a Platinum Equity company and was founded in 1987. For more information, visit www.CompuCom.com.
(1) Forrester Research, "The Forrester Wave(TM) Integrated Desktop and Service Desk Outsourcing, Q1 2006" by Tom Pohlmann. March 6, 2006.
(2) Forrester Research, "Integrated Desktop and Service Desk Outsourcing, Q1 2006, Vendor Scorecard: CompuCom" by Robert McNeill. March 6, 2006.
(3) Forrester Research, "CompuCom is a Strong Performer for Integrated Desktop and Service Desk Outsourcing: The Forrester Wave(TM) Vendor Summary, Q1 2006," by Tom Pohlmann. March 6, 2006.