TSIA – Service Delivery in 2021: Three Trends Here to Stay


2020 was a year of dramatic change for every business. As services organizations adapted and adjusted to make better decisions in the uncertain environment created by the pandemic, a few notable changes occurred that will likely help businesses continue running stronger and faster for the long run.

Most organizations this year transitioned to a remote delivery model, but that was just one of the most visible shifts. Other changes occurred throughout the delivery process, with everything from project structures to customer experience being reevaluated. The trends that will be most durable going forward are those that help services organizations run more proactive and agile businesses.

Based on findings from TSIA research and conversations with leading professional services leaders, this session will explore the delivery trends that will shape the year to come.