Learn more about how we built the Tech Landscape by reading our methodology.
During the development of the Eduventures 2017 Higher Education Technology Landscape, our analyst team encountered a unique and challenging decision point: with so many kinds of companies entering the higher education fray, where do we draw the line on which companies to include? Namely, should we include a broader set of higher education services as part of our core map or just stick with companies that make software products?
We struggled internally—with much debate—over this decision. On the one hand, services are an integral part of making these products work for institutions. Rarely do institutions hold a competitive bidding process for a software solution and not consider some sort of wrapper services from the same vendors. On the other hand, services engagements vary wildly regarding requirements, technology scope, and implementation timelines, making it very hard to measure and compare the quality, cost, and client satisfaction levels of a services engagement in a fair and equitable manner.
Ultimately, we made a conscious decision to exclude service-based companies that do not provide edtech products to higher education from the landscape this year. This decision resulted in the removal of a handful of vendors, particularly in market segments that one typically associates with professional service organizations and consultants.
For example, most notably, we removed well-known brands such as Deloitte and Accenture from the System Integration Solutions and Implementation Support market segment. While this type of vendor provides valuable services to institutions during the implementation of large, enterprise software platforms, these companies do not sell actual products themselves. In this case, we instead included more tools like integration platform as a service (iPaaS) and products from other middleware providers to round out this segment.
Professional Services in the Context of EdTech
We recognize, however, that institutions must consider the quality and breadth of professional services available—including training and support—when evaluating new technology products. An implementation’s success depends less on software configuration and installation and related integrations and more on the ability of administrators, faculty, staff, and students to maximize the daily use of their learning environment. Vendors provide a plethora of professional services alongside their technology products that fall into the following categories:- Strategic Planning: Assess the business needs of an institution and recommend a course of action for meeting organizational goals and objectives.
- Change Management: Assist stakeholders in reallocating resources (budgets), assess current operations and promote new business processes where appropriate.
- Implementation: For a particular technology platform, perform the initial installation, deployment, and configuration up to the point of initial operational capability.
- Training: Educate end users and stakeholders in the operation of the technology platform.
- Customer Support (Helpdesk): Provide a feedback mechanism and resolution process for bugs, defects, and enhancements to the existing technology.
- Adoption: Spur engagement with new user groups, or expand usage by existing stakeholders for an established technology.