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2020 UK IT Sourcing Study Results Published

The 2020 UK IT Sourcing Study, conducted by Whitelane Research in collaboration with PA Consulting, the innovation and transformation consultancy, investigates more than 550 unique IT sourcing relationships and 600 cloud sourcing relationships held by over 250 participants of the top IT spending organisations in the United Kingdom. This makes it the most comprehensive UK survey to date with more than 1,150 contracts investigated.

Key findings from the 2020 Study include:

  • Over the next two years more outsourcing is predicted for the UK, with 66% of respondents planning to outsource at the same rate or more (down 5% since last year). Insourcing remains stable with 15% of organisations planning to outsource less (insource), in a bid to achieve faster time to market and improved quality outcomes. In contrast to the UK, we have seen a trend in insourcing in the rest of Europe for the first time this year. COVID-19 is also expected to have an impact on IT outsourcing, but the true scale and implications will only become visible in the coming months.
  • Financial services and manufacturing businesses are predicting the most outsourcing, with half of organisations planning to outsource more (20% above the average for the UK). This is in sharp contrast with the public sector, where only 22% plan to increase their level of outsourcing and almost one in five will outsource less.
  • Cost reduction is the main driver for organisations planning to outsource more in the UK by a significant margin (71%), jointly followed by business transformation and improvement of service quality (both cited by 50%).
  • Overall, respondents are satisfied with their IT service provider(s), with 87% of all 564 IT sourcing relationships being rated as satisfactory. In comparison with last year the overall percentage of dissatisfaction has decreased from 16% to 13%.
  • On the overall ranking for general satisfaction, TCS is the top-scoring service provider with 81%, followed by Hexaware (79%), NIIT Technologies (78%), HCL (75%) and Cognizant (74%). Whitelane and PA’s detailed report ranks the service providers by applications, data centre and end-user services and the cloud providers by software cloud platforms and infrastructure cloud platforms.
  • Use of cloud continues to grow in the UK with more than 600 cloud sourcing relationships evaluated and 37% of organisations predicting that more than 50% of their application portfolio will be in the cloud by 2022. There are differences across the sectors, with 62% of public sector organisations predicting more than 50% of their portfolio will be in the cloud, compared to just 18% in the manufacturing sector.
  • 77% of respondents cite integration with existing or legacy systems as the biggest barrier to successfully transition to the public cloud, followed by security and privacy issues and governance and internal capabilities to manage cloud providers/solutions. In comparison with last year, challenges over security are less prominent (down 20%) showing some issues have potentially been resolved.
  • Intelligent automation (IA) continues to increase in the UK with 53% of organisations currently using these technologies. By industry, the financial services sector is significantly ahead of other sectors with 75% using IA compared to 54% in the manufacturing sector and 26% in the public sector. While all sectors are predicted to increase their investment in IA, the biggest change will likely take place in the public sector with 50% planning to use it in the coming years.

Manish Khandelwal, IT Transformation expert at PA Consulting, says: “Technology investments continue to grow and together with the impact of-COVID-19, the trend will only accelerate as organisations move from physical to digital workplace. There is a significant opportunity for service providers that are able to drive seamless delivery using collaboration technologies.”

Conducted between mid-January and April 2020 (prior to the full impact of COVID-19), the UK study is part of Whitelane’s annual IT sourcing studies. We interview sourcing executives (CIOs/CFOs or their direct reports) about their outsourcing plans and their opinions on service providers. The studies are conducted in 13 different European countries and provide a comprehensive overview of the IT outsourcing landscape in each country. The survey shows the main outsourcing trends, evaluates and ranks the main IT service providers based on a set of key performance indicators (KPIs), and analyses trends in outsourcing governance and the impact of new technologies. 

Management Summary

To request a copy of the UK management summary, please click on the button below and fill out the required information.
Management Summary

Purchase the UK Report

If you would like to purchase a copy of the full UK report containing more detailed information, such as the main sourcing trends, ranking of the service providers by five different IT domains as well as by 9 different KPIs, please email info@whitelane.com.
June 5th, 2020|Categories: IT Outsourcing Studies|

2020 Nordic IT Sourcing Study Results Published

The 2020 Nordic IT Sourcing Study, conducted by Whitelane Research in collaboration with PA Consulting, investigates more than 700 unique IT sourcing relationships as well as more than 700 cloud sourcing relationships held by over 340 participants of the top IT spending organisations in the Nordics, making this the most comprehensive Nordic survey to date with more than 1,400 contracts investigated.

Key findings from the 2020 Nordic IT Sourcing Study include:

  • Over the next two years more outsourcing is predicted for the Nordic region, with 67% of respondents planning to outsource at the same rate or more. Plans to outsource less (insource), 18%, have however increased by five percentage points in comparison with last year, signalling a more balanced and considered approach in the years to come. The majority of organisations are insourcing for faster time-to-market and/or improved quality outcomes.
  • By country, most outsourcing growth is expected in Sweden with 36% of organisations citing that they plan to outsource more (up 7% since last year). Finland has the lowest level of expected insourcing across the Nordics while less outsourcing is predicted for both Denmark and Norway.
  • More scalability to business needs is the main driver for organisations planning to outsource more in the Nordics, followed by cost reduction and focus on core business. The majority of service providers (84%) believe cost reduction is the main reason their clients outsource more, followed by access to resources/talent.
  • Overall, respondents are satisfied with their IT service provider(s), with 87% of all 702 IT sourcing relationships being rated as satisfactory, 9% being somewhat unsatisfied, 3% unsatisfied and only 1% very unsatisfied.
  • On the overall ranking for general satisfaction, TCS is the top scoring provider with 81%, followed closely by Basefarm (80%) and Sopra Steria (76%). The average satisfaction score remains stable in comparison with last year, increasing by just one percentage point. Our full report ranks the service providers by three different IT domains (applications, infrastructure and end-user services) and the cloud providers by software cloud platforms and infrastructure cloud platforms.
  • Across the four Nordic countries, the highest-ranking providers are:
    • For Denmark: TCS, HCL and Deloitte
    • For Finland: TCS, CGI and Fujitsu
    • For Norway: TCS, Basefarm and Accenture
    • For Sweden: TCS, ATEA and Accenture
  • 73% of organisations are already using Automation more intelligently in the Nordics, up 11% compared to last year while another 20% is planning to it. Use of intelligent Automation is highest in Finland (88%) while Sweden continues to lag behind the other countries with 58%, although most growth is expected in the country. One in five organisations confirm the benefits of these new technologies are shared significantly by their service providers although the majority (52%) say they are only shared marginally.
  • One in two organisations in Norway predict that more than 50% of their application portfolio will be running on a cloud platform in two years, while this figure is much lower in Denmark (21%) and Sweden (18%).

Purchase the Nordic Report

If you would like to purchase a copy of the full Nordic report containing more detailed information, such as the main sourcing trends, ranking of the service providers by five different IT domains as well as by 9 different KPIs, please email info@whitelane.com.

Management Summary

To request a copy of the Nordic management summary, please click on the button below and fill out the required information.
Management Summary
April 3rd, 2020|Categories: IT Outsourcing Studies|

2020 Dutch IT Sourcing Study Results Published

The 2020 Dutch IT Sourcing Study, conducted by Whitelane Research in collaboration with Quint, investigates more than 400 unique IT sourcing relationships as well as more than 400 cloud sourcing relationships held by over 200 participants of the top IT spending organisations in the Netherlands.

Key findings from the 2020 Dutch IT Sourcing Study include:

  • Over the next two years more outsourcing is predicted for the Netherlands with 79% of respondents planning to outsource at the same rate or more. Plans to outsource more have increased by eight percentage points while plans to insource have also increased by five percentage points in comparison with last year. The majority of organisations are insourcing in order to achieve faster time-to-market and/or improved quality outcomes.
  • By industry, most outsourcing is expected in the financial services sector with 61% of organisations citing they are planning to outsource more (up 8% since last year), followed by the manufacturing sector with 48% (up by 15%). The public sector has the lowest level of future outsourcing plans (43%) and plans to insource (7%).
  • Cost reduction is the main driver for clients outsourcing more in the Netherlands, followed by focus on core business and more scalability to business needs.
  • Overall, respondents are satisfied with their IT service provider(s), with 86% of all 405 IT sourcing relationships being rated as satisfactory, 8% being somewhat unsatisfied, 4% unsatisfied and only 2% very unsatisfied.
  • On the overall ranking for general satisfaction, TCS is the highest ranked provider with a score of 80%, jointly followed by Cegeka and Deloitte (both at 76%) and Conclusion and Atos (both at 75%). Our full report ranks the service providers by five different IT domains (applications, infrastructure, end-user services, software cloud platforms and infrastructure cloud platforms) as well as by 9 different Key Performance Indicators.
  • With over 400 evaluations cloud usage is high. Cloud is expected to continue its growth with 33% of respondents predicting that more than half of their application portfolio will be in the cloud by 2022.
  • Satisfaction of cloud is high with an average score of 79% for Infrastructure Cloud Platforms and 74% for Software Cloud Platforms; both higher than the average score for IT Outsourcing which is 69%. Detailed scores per platform are available in the full report.
  • The use of Intelligent Automation (IA) continues to increase in the Netherlands with 58% of respondents already using these technologies (up 10% from last year) and another 25% planning to adopt it. The manufacturing sector is well ahead of other sectors with 81% confirming they already use Intelligent Automation (up 25% since last year) while the public sector lags behind with one in five respondents revealing they have no plans to adopt it and another one in five unsure.
  • Clients are most satisfied with their capabilities in supplier selection/contracting and supplier relationship/contract management. While service providers agree that these are the strongest skill of their clients, they are much more critical regarding their clients’ transition/change management and business relationship management/demand forecasting capabilities, indicating that very significant improvements can be made in these areas.

Purchase the Dutch Report

If you would like to purchase a copy of the full Dutch report containing more detailed information, such as the main sourcing trends, ranking of the service providers by five different IT domains as well as by 9 different KPIs, please email info@whitelane.com.

Management Summary

To request a copy of the Dutch management summary, please click on the button below and fill out the required information.
Management Summary
March 13th, 2020|Categories: IT Outsourcing Studies|

2020 BeLux IT Sourcing Study Results Published

The 2020 BeLux IT Sourcing Study, conducted by Whitelane Research, investigates more than 500 unique IT sourcing relationships as well as more than 400 cloud sourcing relationships held by over 210 participants of the top IT spending organisations in Belgium and Luxembourg.
Key findings from the 2020 BeLux study include:

  • Over the next two years more outsourcing is predicted for the BeLux, with 78% of respondents planning to outsource at the same rate or more. In comparison with last year however, insourcing has increased by 7% while plans to outsource more have dropped by 8%. The BeLux region has historically experienced one of the highest percentages of plans to outsource in Europe however, for the first time since 2016, plans to outsource more have fallen below 50%.
  • We have asked the 14% of organisations that plan to outsource less what factors are driving more insourcing. The main reasons to insource are faster time-to-market and/or improved quality outcomes (49%), less expensive than outsourcing (43%) and the challenge of working with service providers in Agile/DevOps teams (40%).
  • The top three drivers for organisations planning to outsource (more) are focus on core business, access to resources/talent and cost reduction. Client and service provider perspectives are largely aligned with the exception of ‘more scalability to business needs’. While clients rank this driver 4th in importance with 44%, service providers only consider it the 7th most important driver with 21%.
  • Overall, respondents are satisfied with their IT service provider(s), with 91% of all 517 IT sourcing relationships being rated as satisfactory, 5% somewhat unsatisfied, 3% unsatisfied and only 1% very unsatisfied.
  • On the overall ranking for general satisfaction, Atos and TCS are the highest ranked providers with a joint score of 84%, followed by Computacenter (82%) and Telenet (80%). Cronos, EY, HCL and Tech Mahindra enter the ranking for the first time in 2020. Our full report ranks the service providers by six different IT domains (applications, infrastructure, network and telecommunications, end-user services as well as cloud rankings for software and infrastructure cloud platforms.
  • We asked participants about the model they are using to integrate their cloud providers into one seamless service. 44% cite that there is a hybrid model between the client and one or more service providers, 31% say they are integrating all cloud services internally and 17% assign this responsibility to one of their service providers.
  • The use of Intelligent Automation (IA) continues to increase in the BeLux region with 49% of respondents already using these technologies (up 10% from last year) and another third planning to adopt it. The financial services sector continues to be well ahead of other sectors with 68% confirming they already use IA while the public sector lags behind with one in five respondents revealing they have no plans to adopt it.
  • Service providers reveal that twice as much improvement is required compared to the client self assessment for transition/change management, service management/integration and business relationship management/demand forecasting governance capabilities.

Results Presentation

The results of our 2020 BeLux IT Sourcing Study were presented by Jef Loos, Whitelane in Zaventem on 20 February 2020. The event featured a keynote presentation from Peter Hinssen in addition to a vendor panel debate.

Purchase the BeLux Report

If you would like to purchase a copy of the full BeLux report containing more detailed information, such as the main sourcing trends, ranking of the service providers by six different IT domains as well as by 9 different KPIs, please email info@whitelane.com.

Management Summary

To request a copy of the BeLux management summary, please click on the button below and fill out the required information.
Management Summary
February 21st, 2020|Categories: IT Outsourcing Studies|

2019/2020 European IT Sourcing Study Results Published

The 2019/2020 European IT Sourcing Study, conducted by Whitelane Research, investigates more than 5000 unique IT sourcing relationships held by over 1600 of the top IT spending organisations in Europe. All industry sectors are represented.
Key findings from the 2019/2020 European Study include:

  • Over the next two years more outsourcing is predicted for Europe, with 74% of organisations planning to outsource at the same rate or more. Most outsourcing is expected in the financial services sector with 43% citing they are planning to outsource more, followed by the public sector with 39% (up 13% from last year). Financial services organisations are also most likely to insource with 15% of organisations planning to do so (an increase of 4% from last year).
  • By country most outsourcing growth is expected in Spain, the Netherlands and the BeLux region, with (more than) 80% of organisations planning to outsource at the same rate or more. In France and Germany on the contrary, this figure is only 59% and 65% respectively. Insourcing is highest in Germany with one in five organisations planning to outsource less in the next two years.
  • Cost reduction is still the most important outsourcing driver for organisations in Europe (cited by 60%), followed by focus on core business (59%) and access to resources (54%). Service providers also agree that cost reduction is the biggest driver for their clients (73%) with business transformation occupying second place (52%). Clients on the other hand only rank business transformation 6th in importance, showing differences in perspectives continue to exist.
  • Overall, respondents are satisfied with their IT service provider(s), with 89% of the 5347 IT sourcing relationships being rated as satisfactory. The financial services and manufacturing sectors have the largest percentage of unsatisfied clients (13% and 14% respectively) as well as the lowest percentage of (very) satisfied clients compared to the other industries.
  • On the overall ranking for general satisfaction, TCS is the highest scoring provider with 77% satisfaction, jointly followed by LTI, Hexaware and Deloitte (all three at 75%) and Accenture (74%). Econocom, Getronics and Gfi enter the ranking for the first time in 2019/2020. The full ranking of the providers by general satisfaction, IT domain, industry, country/region as well as by nine different KPIs is included in our European report.
  • 58% of organisations are already using Agile as their preferred delivery model with another 28% planning to use it. Use of Agile is highest in the financial services sector with 66%, while the manufacturing sector is currently lagging behind but shows the largest percentage of organisations (34%) that are planning to implement the agile way of working.
  • More than half of organisations are using robotics and AI (up 6% from last year) with almost 70% considering the benefits to be (very) significant. The financial services and manufacturing sectors are significantly ahead of other sectors with around 60% of organisations already using these new technologies. In contrast, just over 30% of public sector organisations currently use robotics and/or artificial intelligence, although the sector is expected to experience the largest growth in the coming years (+40%).

Purchase the European Report

If you would like to purchase a copy of the full report containing more detailed information, such as the main sourcing trends, ranking of the service providers by IT domain, industry, country/region as well as by 9 different KPIs, please email info@whitelane.com.

 

Management Summary

To request a copy of the European management summary, please click on the button below and fill out the required information.
Management Summary
February 2nd, 2020|Categories: IT Outsourcing Studies|

2019 French IT Sourcing Study Results Published

The 2019 French IT Sourcing Study, conducted by Whitelane Research, investigates more than 610 unique IT sourcing relationships held by over 160 of the top IT spending organisations across all industry sectors in France.
Key findings from the 2019 French Study include:

  • Over the next two years more outsourcing is predicted for France with 59% of organisations planning to outsource at the same rate or more. This is one of the lowest levels of outsourcing plans across Europe, partially caused by the high percentage of organisations that are unsure of their future outsourcing intentions (27%), showing a high degree of uncertainty in France. Plans to insource decrease by four percentage points to 14%.
  • We have asked the 14% of organisations that plan to outsource less what factors are driving more insourcing. The primary reason to insource is the need to increase the speed/quality of delivery (cited by 77%), followed by the increase in the total cost of outsourcing (62%).
  • The top three objectives for IT outsourcing from a client perspective are cost reduction, focus on core business and access to resources. Service providers also rank cost reduction the most important factor in their clients’ outsourcing decisions (cited by 75%), however they consider focus on core business only half as important (33% compared to 66% of clients) and underestimate the importance of access to resources.
  • The service provider community continues to show a strong overall satisfaction level with 91% of the clients being somewhat to very satisfied with the 611 evaluated IT sourcing relationships.
  • On the overall ranking for general satisfaction, TCS and Google are the highest-ranking providers with a joint satisfaction score of 80%, followed by LTI (78%), Amazon Web Services (AWS) (77%) and Microsoft and Salesforce.com (both at 76%). The average satisfaction score of 71% increases by just 1% in comparison with last year.
  • Across the three different IT domains, the highest-ranking providers are:
    • For application development, maintenance, testing and SaaS: TCS, LTI and Salesforce.com
    • For datacenter, managed infrastructure & hosting: Amazon Web Services (AWS), HCL and Microsoft
    • For end-user services & collaboration solutions: Capgemini, Google and Microsoft
  • The majority of organisations (86%) are already using Agile as their preferred delivery model with another 13% planning to use it. A significant increase in the use of DevOps (+38%) is also expected in France.

Results Presentation

The results of our 2019 IT Sourcing Study for France were presented in Paris on 12 December 2019. Jef Loos presented the results of the study to participants and the event featured client presentations from Marc Lafond, VP, Digital at Schneider Electric and Benoist Bouston, IT Transformation Program Director at Ipsen in addition to a panel debate with service providers.

Purchase the French Report

If you would like to purchase a copy of the full report (available in French and English) containing more detailed information, such as the main sourcing trends, ranking of the service providers by IT domain as well as by 9 different KPIs, please email info@whitelane.com.

Management Summary

To request a copy of the French management summary, please click on the button below and fill out the required information.
Management Summary
December 13th, 2019|Categories: IT Outsourcing Studies|

2019 German IT Sourcing Study Results Published

The 2019 German IT Sourcing Study, conducted by Whitelane Research in collaboration with Navisco AG – Sourcing Professionals, investigates more than 620 unique IT sourcing relationships held by over 150 of the top IT spending organisations across all industry sectors in Germany.
Key findings from the 2019 German study include:

  • Over the next two years more outsourcing is predicted for Germany with 65% of organisations planning to outsource at the same rate or more. Plans to insource increase from 2018 to 22% making Germany the country with one of the highest levels of insourcing in Europe.
  • We have asked the 22% of organisations that plan to outsource less what factors are driving more insourcing. The primary reason to insource is the need to increase the speed/quality of delivery (cited by 71%) followed by the need to own/retain Intellectual Property to drive the business (53%).
  • The top three objectives for IT outsourcing from a client perspective are focus on core business, cost reduction and access to resources. Service providers consider cost reduction the most important factor in their clients’ outsourcing decisions (cited by 91%) and place almost twice as much importance on business transformation (64% compared to 27% of clients).
  • The service provider community continues to show a strong overall satisfaction level with 87% of the clients being somewhat to very satisfied with the 621 evaluated IT sourcing relationships.
  • NTT DATA (Itelligence) is the highest-ranking provider with a general satisfaction score of 81%, followed by Amazon (77%), TCS and Google (both at 75%) and Microsoft (74%). The average satisfaction score remains the same in comparison with last year.
  • Across the four different IT domains, the highest-ranking providers are:
    • For application development, maintenance, testing and SaaS: TCS, NTT DATA (Itelligence) and Wipro
    • For datacenter managed infrastructure and hosting: Microsoft, Amazon and CGI
    • For network & telecommunications: Verizon, T-Systems and AT&T
    • For end-user services and collaboration solutions: Microsoft, Data Group and Bechtle
  • Almost half of all organisations are already using agile as their preferred model with another 21% planning to adopt it. A significant increase in the use of DevOps (+32%) is also expected in Germany.
  • According to the service providers, clients can still make significant improvements in their transition and change management skills, service management and integration skills as well as their business relationship management/demand forecasting skills. While clients are fairly positive about their own capabilities, at least one in two service providers cite client skills for these three capability areas as immature/somewhat immature.

Purchase the German Report

If you would like to purchase a copy of the full German report containing more detailed information, such as the main sourcing trends, ranking of the service providers by IT domain as well as by 9 different KPIs, please email info@whitelane.com.

Management Summary

To request a copy of the German management summary, please click on the button below and fill out the required information.
Management Summary
November 29th, 2019|Categories: IT Outsourcing Studies|

2019 Spanish IT Outsourcing Study Results Published

The 2019 annual Spanish IT Outsourcing Study, conducted by Whitelane Research in cooperation with Quint investigates more than 830 unique IT outsourcing relationships held by over 225 executives of the top IT spending organisations across all industry sectors in Spain. 
Key findings from the Spanish Study include:  

  • During the next two years outsourcing will continue to increase in Spain, with 83% of organisations planning to outsource at the same rate or more, up 7% since 2018. In comparison with the rest of Europe, Spain has one of the lowest levels of insourcing (6%). On an industry level, most outsourcing growth is expected in the health care sector and public sector.
  • Access to resources, service quality and cost reduction continue to be the three most important factors driving outsourcing. However, Access to resources, the main outsourcing driver for clients, is ranked penultimate in importance by service providers. Innovation is considered the least important driver by service providers, cited by only 15%.
  • In general, clients are very satisfied with their service providers, with 94% of the 837 IT outsourcing relationships evaluated as satisfactory. Spain continues to have the largest degree of client satisfaction in Europe.
  • Everis and DXC Technology are the highest ranked providers for 2019, with a shared satisfaction score of 80%, followed by Ibermática, Amazon Web Services (AWS), Accenture, Salesforce.com and Deloitte (all five with 79%). In comparison with the rest of Europe, Spain continues to have one of the highest levels of client satisfaction. New entrants in this year’s study include: Econocom, Getronics and GFI.
  • Adoption of Agile methodology continues to grow in Spain (12% since last year) and both the financial services sector and public sector experience significant increases of 22% and 15%, respectively. Less than a third of organisations are using DevOps as their preferred delivery model. However, 43% of organisations are planning to use DevOps, with a significant increase expected across all sectors, in particular the financial services sector (55%).
  • Robotics and AI present a great opportunity in Spain, with a significant proportion (81%) planning to increase their use of these technologies in the coming year. The public sector is lagging behind, with only 24% of organisations using Robotics/AI (less than half the average) and this sector in particular will experience the biggest growth (47%).

Results Presentation

The results of our 2019 IT Outsourcing Study for Spain were presented in Madrid on 14 November. The event also featured two round tables with clients from Acciona, CEPSA, Grupo Iberostar and Santander Global Tech as well as representatives from Accenture, Capgemini, Everis, TCS and T-Systems.

Purchase the Spanish Report

If you would like to purchase a copy of the full report containing more detailed information, such as the main sourcing  and technology trends, ranking of the service providers by four different IT domains as well as by 9 different KPIs, please email info@whitelane.com. (available in Spanish/disponible en Español)

Management Summary

To request a copy of the Spanish management summary (available in Spanish and English), please click on the button below and fill out the required information.
Management Summary
November 14th, 2019|Categories: IT Outsourcing Studies|

2019 Swiss IT Sourcing Study Results Published

The 2019 Swiss IT Sourcing Study, conducted by Whitelane Research in collaboration with Navisco AG – Sourcing Professionals, investigates more than 315 unique IT sourcing relationships held by over 90 of the top IT spending organisations across all industry sectors in Switzerland.
Key findings from the 2019 Swiss study include:

  • Over the next two years outsourcing will continue to increase in Switzerland with 71% of organisations planning to outsource at the same rate or more, although the percentage of organisations planning to outsource more decreased by 9 percentage points in comparison with last year. The percentage of companies planning to insource has also increased by three percentage points in comparison with last year and eight percentage points compared to 2017.
  • The top three objectives for IT outsourcing from a client perspective are focus on core business, cost reduction and access to resources. Service providers consider cost reduction the most important factor in their clients’ outsourcing decisions while they place almost twice as much emphasis on innovation.
  • Cost reduction is no longer the number 1 driver for outsourcing, dropping significantly by 12 percentage points in comparison with last year. Access to resources, business transformation and more financial flexibility all increase by 5% or more.
  • The service provider community continues to show a strong overall satisfaction level with 92% of the clients being somewhat to very satisfied with the 318 evaluated IT sourcing relationships.
  • TCS and Amazon Web Services (AWS) are the joint highest-ranking providers with a general satisfaction score of 79%, followed by HCL and SAP (both at 78%), Salesforce.com (76%) and Microsoft (74%). The average satisfaction score increased by six percent in comparison with last year demonstrating the high level of satisfaction among clients with their IT service providers in Switzerland.

Across the three different IT domains, the highest-ranking providers are:

  • For application development, maintenance, testing and SaaS: TCS, Salesforce.com and SAP
  • For data centre, managed infrastructure, hosting and IaaS/PaaS: HCL, Amazon Web Services (AWS), and Microsoft
  • For network & telecommunications: Swisscom, Orange Business Services and BT
  • 56% of organisations are already using agile as their preferred model with another 35% planning to adopt it implying that more than 90% of organisations in Switzerland have incorporated agile in their IT operations. In the financial services sector, the use of agile is significantly higher at 75%, compared to 43% of manufacturing organisations and 50% of the other sectors.

Results Presentation

The results of our 2019 Swiss IT Sourcing Study were presented by Jef Loos, Whitelane and Dr. Michael Heym, Navisco in Zurich on 19 September 2019. The event featured client presentations from Kuoni and ABB in addition to a vendor panel debate.

Purchase the Swiss Report

If you would like to purchase a copy of the full Swiss report containing more detailed information, such as the main sourcing trends, ranking of the service providers by IT domain as well as by 9 different KPIs, please email info@whitelane.com.

Management Summary

To request a copy of the Swiss management summary, please click on the button below and fill out the required information.
Management Summary
September 19th, 2019|Categories: IT Outsourcing Studies|Tags: , , , , |