Future-Proofing Public Sector Learning & Development (L&D) Operations
How will governmental entities continue to serve stakeholders with a shrinking workforce?
Advisory
ISG Training and Adoption Services
ISG Training and Adoption Services helps organizations build capability, guide users in the flow of work, and track the processes behind adoption. By combining learning services, digital adoption, and process insight, we help clients accelerate proficiency, increase utilization, and sustain transformation value.
Why adoption breaks down
Many transformation programs still treat training, user adoption, and process improvement as separate workstreams. Employees attend training before go-live, but they often lose confidence when real work begins, support arrives too late, and process friction remains hidden inside the system. The result is slower adoption, lower utilization, and weaker return on the technology investment. ISG addresses that gap by connecting capability-building, in-application guidance, and process visibility in one integrated service model.
What ISG TaAS delivers
ISG Training and Adoption Services helps organizations prepare users before launch, support them during execution, and improve performance after adoption begins. The portfolio includes Training Services for strategy, curriculum design, content development, delivery, and reinforcement; Digital Adoption Services for walkthroughs, in-app guidance, analytics, and optimization, with a current focus on SAP WalkMe while remaining inclusive of other digital adoption platforms; and Process Documentation and Mining Services for mapping, documentation, mining, and improvement insight, with a current focus on SAP Signavio while remaining inclusive of other BPM and process intelligence solutions.
The ISG TaAS model
Prepare: Assess stakeholder needs, role impacts, skill gaps, and process realities so adoption planning starts with business context instead of generic content.
Enable: Design and deliver role-based learning that builds readiness before and during transformation milestones.
Guide: Embed digital adoption support directly into the user experience through walkthroughs, prompts, and contextual guidance that reduce friction in the flow of work.
Optimize: Use process documentation, process mining, and adoption analytics to identify breakdowns, improve execution, and continuously refine both learning and process design.
Service Pillars
Training Services align learning strategy to transformation goals and user populations, then translate that strategy into role-based curriculum architecture, content development, and delivery across instructor-led, virtual, self-paced, and blended models. Reinforcement planning helps clients sustain proficiency after the initial change event.
Digital Adoption Services focus on helping users perform inside the application, not just recall what they learned in class. ISG supports digital adoption strategy, use-case prioritization, platform implementation, in-app walkthroughs, prompts, guidance, and analytics, with present emphasis on SAP WalkMe and flexibility across other DAP solutions.
Process Documentation and Mining Services connect enablement to the way work actually gets done. ISG supports current-state and future-state process documentation, standard work, job aids, process mining, and performance insight, with present emphasis on SAP Signavio and flexibility across other BPM solutions. The goal is to connect user behavior, process friction, and business outcomes.
Where TaAS creates value and why ISG is different
TaAS is most valuable when an organization is asking people to work in new ways and knows that training alone will not get the job done. That is often the case in SAP and other ERP programs, shared services changes, automation efforts, and AI-enabled transformations. People need to understand what is changing, get support while they are doing the work, and have a clearer view of where the process itself is getting in the way. When those pieces come together, employees ramp up faster, make fewer mistakes, and are more likely to use the new tools and processes the way the business intended.
What makes ISG different is that we do not treat training, adoption, and process improvement as separate workstreams. We connect them. We help clients prepare people before launch, guide them in the flow of work, and use process insight to see what is working and what needs attention after go-live. Our team was built around this challenge. We have spent our careers helping people understand technology, use it with confidence, and perform better because of it. That is why we focus not just on delivering content, but on helping organizations turn change into real, lasting adoption.
Talk to an expertThe market has moved from ambition to accountability.
AI investment is accelerating, but results remain uneven. Only one in four initiatives is meeting revenue impact expectations, at an average spend of $1.3M per use case. Enterprises are no longer asking whether AI works. They are being asked to prove that it pays.
What We Deliver
AI strategy, governance and intelligence, built for execution.
Autonomous Enterprise
Operations built for autonomous execution, not retrofitted for it.
We help you identify where AI agents deliver the most value, restructure workflows around them and build the accountability models that keep autonomous execution auditable. The enterprises that win won't be the ones that reacted. They'll be the ones that designed for it first.
Autonomy-Level Pricing
Pricing that reflects how AI-enabled services are actually delivered.
We give enterprises transparent, benchmarkable pricing models that tag each resource unit with the autonomy level used to deliver it. As AI capability advances, your pricing keeps pace. Both buyers and providers can quantify what that progress is worth.
AI & Software Intelligence
Build-versus-buy decisions grounded in what AI is actually delivering.
We bring analysis of more than $2.6 billion in tracked AI spend to every sourcing decision. Procurement, technology and finance leaders get the independent intelligence to rationalize vendor portfolios and hold providers accountable to measurable outcomes.
AI Governance
Governance that accelerates AI adoption rather than constraining it.
We embed controls at the point of data creation, define accountability for autonomous actions and build adaptive frameworks that keep pace with AI without impeding it. Enterprises that get this right don't just manage risk. They build the trust that lets them scale faster.
AI Strategy
AI investment aligned to where impact is most achievable.
We ground strategy in research across 2,400 enterprise use cases, aligning investment to where impact is proven and designing the data, talent and governance foundations that move AI from pilots into the workflows that drive commercial results.
AI Maturity Index
A clear view of where you stand and a roadmap to where AI starts delivering.
We benchmark your AI readiness against peers across 75 countries, identify the dimensions holding you back and give you a personalized roadmap to close the gap.
The market today
Enterprise AI has moved out of IT and into the revenue line.
AI investment is shifting decisively toward revenue-generating functions. CRM automation, sales enablement and forecasting have replaced chatbots and IT productivity tools as the leading use case priorities, reflecting enterprise recognition that productivity gains alone do not satisfy board-level scrutiny. At the same time, use cases in production have doubled since 2024, and the portfolio is diversifying rapidly, with over 300 distinct function and industry-specific use cases now in active deployment.
ISG research across 2,400 enterprise use cases shows that the strongest AI returns are currently concentrated in compliance, risk management and quality control, not in the growth and cost outcomes most enterprises originally set out to achieve
The gap between where enterprises are investing and where AI is actually delivering is the defining commercial tension of 2025. Organizations that close it by targeting functions with structured, revenue-attributable data and clear ROI measures will establish performance benchmarks that compress the window for competitors still cycling through pilots. The standard is being set now.
Where enterprises are feeling the pressure
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Business outcomes are lagging AI ambitionEnterprises are scaling Al faster than they are realizing value from it. The number of use cases in production doubled between 2024 and 2025, yet only one in four initiatives is meeting revenue impact expectations, and broad cost savings remain elusive. At an average spend of $1.3M per use case, the ROI gap is sharpening board-level scrutiny and forcing a harder question: are we building Al for impact, or for activity?
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Data infrastructure exposing deferred investmentAl does fail in isolation. It fails on the foundations beneath it. Most enterprises are running modern Al on architectures built for reporting and compliance. Generative and agentic Al demand real-time contextually rich, governed data at the point of use. Without it, pilots stall and value dissipate before it reaches the business.
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The barrier to scale is organizational, not technicalOrganizational readiness as the bigger constraint on Al adoption, not talent or tooling. Workflows haven't been redesigned. Decision rights haven't shifted. Enterprises that treat Al as a pure technology deployment, without investing in the human side of adoption, consistently report underwhelming ROI.
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Agentic AI is outpacing governanceAs Al moves from generating outputs to executing tasks autonomously, the governance gap widens. Agentic Systems introduce a new class of risk that static compliance frameworks were never designed to catch. Governing what Al does, not just what it produces, is now a business-critical requirement.
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Enterprises that focus on improving collaboration inevitably face some employees who resist changes to the digital and physical components of the workplace. They dislike the idea of open workspaces and collaboration using video and chat. Overcoming resistance requires listening to employees throughout the transition and following a clear organization change management (OCM) plan.
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Enable people. Guide adoption. Improve process performance.
ISG Training and Adoption Services helps organizations build capability, support execution in the flow of work, and use process insight to sustain transformation value.
