HFS Research Scraps Analyst Scoring for Client-Driven Ratings

The transition marks a departure from industry norms where rankings often relied on vendor briefings and RFI responses. Under the new model, providers are evaluated solely by clients who govern active engagements of at least 12 months. HFS analysts now focus on designing the methodology and providing market context rather than assigning subjective scores, effectively ending the era of provider-influenced evaluations. Phil Fersht, CEO of HFS Research, stated that the move is intended to provide a more credible, performance-based alternative to the traditional analyst-led scoreboard.

The inaugural study, focused on Agentic Application Management Services, highlights a persistent disconnect between AI marketing and production reality. While 54% of clients plan to increase spending, only 14% of current engagements successfully combine autonomous resolution with live-volume scale. Furthermore, the findings reveal that legacy commercial models, such as time-and-materials, remain dominant even as automation reduces the actual effort required. This data indicates that the primary hurdles for enterprises are often operational and commercial rather than purely technical, as clients continue to bear the risks of automation while paying for legacy service structures.