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2018 French IT Outsourcing Study Results Published

The 6th annual French IT Outsourcing Study, conducted by Whitelane Research investigates more than 500 unique IT outsourcing contracts held by over 145 of the top IT spending organisations in France. 
Key findings from the 2018 French study include:

  • Over the next two years modest growth is predicted for the IT outsourcing market in France, with 63% of all organisations citing that they are planning to outsource at the same rate or more. On a European level, France has the lowest percentage of companies planning to outsource more (26% compared to the European average of 38%).
  • From a client perspective, the main objectives to outsource are focus on core business, cost reduction and improvement of service quality. Service providers in France place more importance on cost reduction and business transformation while they undervalue the importance placed by their clients on focus on core business and innovation as objectives to outsource their IT services.
  • Overall, respondents are satisfied with their IT service provider(s), with 90% of the 503 IT sourcing relationships being evaluated as satisfactory.
  • LTI and Google are the highest ranked providers with a joint general satisfaction score of 78%, followed by Capgemini (77%), Amazon (76%) and Cognizant (75%). The average satisfaction score drops by 2% in comparison with last year.
  • Service providers continue to have a more critical view about their client’s capabilities. While 76% of clients are satisfied with their business relationship management and demand forecasting skills, 58% of providers rate client skills in this area as immature. In addition, almost 60% of providers rate their client’s capabilities in transition and change management as immature while three in four clients state they are satisfied with their capabilities in this field, showing a disconnect in perceptions.
  • 88% of participants revealed that they are already using Agile as the preferred delivery model, with an additional 6% of participants planning to adopt it. Compared to the rest of Europe, France has one of the highest levels of Agile adoption.
  • Robotics and Artificial Intelligence are increasingly more adopted with almost 67% of organisations citing that they are currently using these new technologies. 

Results Presentation

The results of our 2018 IT Outsourcing Study for France were presented in Paris on 17 January 2019. Jef Loos presented the results of the study to participants and the event featured client presentations from Benoit Delmas, CTO of Saint Gobain and Franck Meriau, CIO of TF1 in addition to a panel debate with service providers from Capgemini, IBM and TCS.

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 8 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
January 18th, 2019|Categories: IT Outsourcing Studies|

2018 German IT Outsourcing Results Published

The 6th annual German IT Outsourcing Study, conducted by Whitelane Research in cooperation with Navisco AG – Sourcing Professionals, investigates more than 600 unique IT outsourcing relationships held by over 150 of the top IT spending organisations in Germany. 
Key findings from the 2018 German study include:

  • Over the next two years more outsourcing is predicted for Germany, with 43% of all organisations citing that they are planning to outsource more. The percentage of companies that are planning to insource has also gone up from 14% to 20% since last year. On a European level, Germany (together with the United Kingdom) has one of the highest levels of insourcing.
  • We have asked the 20% of organisations that plan to outsource less what factors are driving more insourcing. The primary reason to insource is the need to drive business transformation (cited by 80%) followed by the need to increase the speed/quality of delivery (67%).
  • Service providers need to better understand why their clients outsource. From a client perspective, the main objectives are focus on core business, access to resources and cost reduction. Service providers in Germany however place more importance on cost reduction, business transformation and innovation while they undervalue the importance placed by their clients on focus on core business and improvement of service quality.
  • The service provider community shows a strong overall satisfaction performance with an impressive 84% of the clients being somewhat to very satisfied with the 602 IT outsourcing relationships evaluated.
  • TCS continues to be ranked as overall number 1 with a general satisfaction score of 77% and is followed by NTT Data (Itelligence) (76%), Data Group (75%), new entrant Google and HCL (both at 74%), Amazon (72%) and Cognizant and Wipro (both at 71%). The average satisfaction score drops by 2% with the majority of providers experiencing decreases in satisfaction in comparison with last year.
  • Robotics and Artificial Intelligence are increasingly more adopted in Germany with 54% of organisations citing that they are currently using these new technologies and 90% citing the benefits as significant or even very significant.

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

Purchase the German 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 as well as by 8 different KPIs, please email info@whitelane.com. (available in German and English)
December 17th, 2018|Categories: IT Outsourcing Studies|

2018 Spanish IT Outsourcing Study Results Published

The 2018 Spanish IT Outsourcing Study, conducted by Whitelane Research in cooperation with Quint Wellington Redwood, examines 785 IT outsourcing relationships representing more than 225 participants of the top IT spending companies in Spain.
Key findings from the Spanish Study include:  

  • Over the next two years more outsourcing is predicted for Spain, with almost 82% of all organisations confirming that they are planning to outsource at the same rate or more. The percentage of companies that are planning to insource (6%) has remained stable in comparison with last year.
  • Insourcing is driven by the need to create and maintain intellectual property (cited by 88% of participants) and the speed and quality of delivery (75%).
  • By industry, outsourcing will experience the biggest growth in professional services, energy, healthcare and banking. On the other hand, the entertainment, telecommunications and retail sectors have lower than average results.
  • The main drivers for companies to outsource are improvement of service quality, cost reduction and access to resources. However, service providers in Spain need to better understand the reasons why their clients outsource. From their perspective the most important reasons for clients to outsource are business transformation and innovation.
  • Satisfaction with the providers continues to be high. Overall, respondents are satisfied with their IT service provider(s), with 95% of the 785 IT sourcing relationships being evaluated as satisfactory. Spain has one of the highest levels of client satisfaction in Europe.
  • Everis and Ibermática lead the ranking for a consecutive year, with a joint satisfaction score of 83%. They are followed by public cloud providers Amazon and Google (both at 82%) and Accenture, Atos and Deloitte (all three at 80%). The ranking includes 8 new providers in comparison with 2017, four of which are cloud providers.
  • 57% of companies have already adopted, robotics, IoT and/or artificial intelligence. This growth is most relevant within the financial services sector, with 62% of companies confirming that they already use these technologies.
  • We have also asked participants about agile methods and 40% of participants confirmed they already use agile, while 33% plan to use agile shortly. The financial services sector is again at the vanguard of this new trend, with 44% already using Agile and 41% planning to adopt this model.

Results Presentation

The results of our 2018 IT Outsourcing Study for Spain were presented by Whitelane and Quint Wellington Redwood in Madrid on 15 November. The event also featured a round table discussion with speakers from: Banco de España, Logalty, DAMM and Seguros Pelayo.

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 trends, ranking of the service providers by IT domain as well as by 8 different KPIs, please email info@whitelane.com. (available in Spanish/disponible en español)
November 16th, 2018|Categories: Events, IT Outsourcing Studies|

2018 Swiss IT Outsourcing Results Published

The 6th annual Swiss IT Outsourcing Study, conducted by Whitelane Research in cooperation with Navisco AG – Sourcing Professionals, investigates more than 300 unique IT outsourcing relationships held by over 80 of the top IT spending organisations in Switzerland.
Key findings from the Swiss Study include:  

  • Over the next two years more outsourcing is predicted for Switzerland, with almost 50% of all organisations citing that they are planning to outsource more. Interestingly also the percentage of companies that are planning to insource has gone up from 7% to 12%.
  • From a client perspective, the main objectives to outsource are cost reduction, focus on core business and access to resources. Service providers in Switzerland place more importance on business transformation while they undervalue the importance placed by their clients on innovation and focus on core business as objectives to outsource their IT services.
  • Overall, respondents are satisfied with their IT service provider(s), with 85% of the 304 IT sourcing relationships being evaluated as satisfactory.
  • TCS is the highest ranked provider with a general satisfaction score of 74%, followed by SAP and new entrant Amazon (both at 73%), Cognizant and T-Systems (both at 71%), Microsoft (70%) and HCL and Verizon (both at 68%). Average satisfaction drops by 4% in comparison with last year while satisfaction across each of the IT domains also decreases with few providers improving upon last year’s scores.
  • More than half of organisations are already using Agile as the preferred delivery model while another 30% of participants plan to adopt it. There is however still uncertainty about how exactly the agile methodology can best be incorporated, as we see organisations that no longer believe they require a traditional planning and justify any delays as well as organisations that are afraid that the costs and planning cannot be controlled anymore.
  • Robotics and Artificial Intelligence are increasingly more adopted with almost 58% of organisations citing that they are currently using these new technologies. Most clients expect their service providers to keep up to date with the latest developments in this area and integrate this into their service offering in order to further improve the service delivery and at the same time lower costs.
Above: Jef Loos, Whitelane, presents the results of the 2018 Swiss Study.

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

Purchase the Swiss 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 as well as by 8 different KPIs, please email info@whitelane.com. 
October 8th, 2018|Categories: IT Outsourcing Studies|

2018 Annual Forum, Spain – Journey to the World of Cloud

On 27 June Whitelane Research in collaboration with Quint Wellington Redwood organized a half day event in Madrid on the journey to cloud.

The event included cloud success stories from Iñaki Vélez, Head of Architecture at Grupo Santillana and Araceli García, IT Service Delivery Manager at IAG Group.

This was followed by an end-user panel debate moderated by Guillermo Lillo from Quint, on the obstacles towards cloud and lessons learned featuring: Israel Devesa, Head of Architecture at Viesgo, Pello Olaskoaga, IT Development Director at eDreams ODIGEO and Alberto Martin, CIO at FRV.

Javier Morgado, Managing Partner at Quint Wellington Redwood then presented the current challenges and future of cloud before moderating the vendor panel debate which focused on the maturity of the cloud market. Panelists included: Jorge Molina, Everis, Rosa María Rodríguez, T-Systems, María Novoa, TCS, Ramón Pérez Blanco, Capgemini and Fernando Pereiro, Ibermática.

Photos from the Event

June 29th, 2018|Categories: Events|

2018 UK IT Outsourcing Study Results Published

The 6th annual UK IT Outsourcing Study, conducted by Whitelane Research in cooperation with PA Consulting Group, investigates more than 760 unique IT outsourcing relationships held by over 240 of the top IT spending organisations in the United Kingdom. All industry sectors are represented.
Key findings from the 2018 UK study include:

  • Technology is increasingly seen as a differentiator that is driving business transformation across sectors. IT service delivery function is not limited to driving operations and efficiencies, but driving the innovation, products and revenues.
  • Over the next two years less outsourcing is predicted for the UK. Although 73% of respondents plan to outsource at the same rate or more, the number of companies planning to outsource more has decreased from 35% to 27% in comparison with last year.
  • 22% of organisations are looking to outsource less (insource) in the coming two years. The main reasons cited for insourcing are innovation, IP ownership and the speed/quality of delivery. In comparison with the rest of Europe the UK has one of the highest levels of insourcing.
  • From a client perspective, the main objectives to outsource are cost reduction, access to resources and improvement of service quality. Service providers in the UK place more importance on innovation and more financial flexibility while they undervalue the importance of cost reduction and access to resources.
  • Overall, respondents are satisfied with their IT service provider(s), with 88% of the 764 IT sourcing relationships being evaluated as satisfactory.
  • TCS and Hexaware are the highest ranked providers with a joint general satisfaction score of 81%, followed by Getronics (79%), HCL and NIIT (both at 77%) and Amazon and Salesforce.com (both at 76%).

Manish Khandelwal, IT sourcing expert at PA Consulting Group, says: “As businesses are increasingly technology driven, the IT supply chain cannot remain back office centric. While overall satisfaction levels with IT service providers remain high and outsourcers are generally seen as doing a good job of delivery, they must now prove to their customers that they are an essential part of the IT supply chain of the future as an innovation partner. If they are seen as bereft of new ideas they are destined to be relegated to the role of suppliers of utility computing”.

Results Presentation

Above: Jef Loos, Head Sourcing Research at Whitelane presents the results of the 2018 UK IT Outsourcing Study in London.

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 report containing more detailed information, such as the main sourcing trends, ranking of the service providers by IT domain as well as by 8 different KPIs, please email info@whitelane.com.
May 31st, 2018|Categories: IT Outsourcing Studies|

2018 Nordic IT Outsourcing Study Results Published

The 6th annual Nordic IT Outsourcing Study, conducted by Whitelane Research in cooperation with PA Consulting Group, investigates more than 1000 unique IT outsourcing contracts held by over 330 of the top IT spending organisations in the Nordic region. All industry sectors are represented.
Key findings from the Nordic Study include:  

  • Over the next two years less outsourcing is predicted for the Nordics. Although 74% of respondents plan to outsource at the same rate or more, the number of companies planning to outsource more has decreased from 44% to 36% in comparison with last year.
  • From a sector perspective, 42% of the respondents in Financial Services plan to outsource more followed by manufacturing where 38% indicate they are looking to outsource more.
  • From a client perspective, the main objectives to outsource are focus on core business, cost reduction and access to resources. Service providers in the Nordics place more importance on cost reduction and business transformation while they undervalue the importance of focus on core business and financial flexibility.
  • Innovation is gaining traction as a main objective for companies who consider outsourcing with 30% of the respondents citing innovation as a top three objective. However, the results show that clients are not pleased with the amount of innovation brought to bear by the service providers with 12% of the respondents indicating that they did not achieve their innovation objectives.
  • Overall, respondents are satisfied with their IT service provider(s), with 88% of the 1,003 IT outsourcing contracts being evaluated as satisfactory.
  • TCS is the highest ranked provider with a general satisfaction score of 82%, followed by Salesforce.com (78%), Accenture (75%), HCL, Telenor and Amazon (all three at 74%), LTI and Basefarm (both at 73%) and Capgemini, Telia Company and Microsoft (all three at 72%). Average satisfaction drops by 2% in comparison with last year.
  • There was a 2-percentage point increase in the number of companies looking to insource. The main reasons cited for insourcing are speed, quality of delivery and innovation.
  • Cloud providers are on the rise from a satisfaction perspective in the Nordics with Salesforce.com (78%), Amazon (74% ) and Microsoft (72%) placing themselves among the top 5 providers with highest customer satisfaction.
  • The study also covered usage of robotic process automation (robotics) and artificial intelligence (AI) and results show that 60% of organisations have adopted new technologies of robotics/AI with 3 out of 4 quantifying the benefits to be significant.

Results Presentation

The results of our 2018 IT Outsourcing Study for the Nordics were presented in Copenhagen, Oslo, Helsinki and Stockholm. We were delighted to have presentations from the following companies: ABB, Altinn, DNB, Elisa, Lantmannen, Leopharma, Maersk, Neste and Post Nord.

Purchase the Nordic 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 as well as by 8 different KPIs, please email info@whitelane.com.

Request the 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 26th, 2018|Categories: IT Outsourcing Studies|

2018 Dutch IT Outsourcing Results Published

The 2018 Dutch IT Outsourcing Study, conducted by Whitelane Research in cooperation with Quint Wellington Redwood, investigates more than 520 unique IT outsourcing contracts held by over 200 of the top IT spending organisations in the Netherlands.
Key findings from the Dutch study include:

  • There is still an appetite for outsourcing among companies in the Netherlands with 81% of participants confirming that they will continue to outsource IT at the same rate or more. One out of 10 clients say they will outsource less in the coming two years while future plans to outsource more have decreased by 11% in comparison with 2017.
  • Public cloud has moved to become an established phenomenon. The larger public cloud providers such as Microsoft (Office 365, Azure), Amazon (AWS), SAP, Salesforce, Google and Oracle are now also strongly represented in the survey results with a total of over 100 significant contracts in the Netherlands.
  • The main objectives to outsource among Dutch organisations are: focus on core business, improvement of service quality and cost reduction. In contrast, service providers in the Netherlands place twice as much emphasis on business transformation (55% compared to 25% of clients) and underestimate the importance of access to resources (18% compared to 41% of clients). Although innovation is picking up, clients still feel they are not getting sufficient innovation from their outsourcing contracts and this is a key area (also reflected by the low KPI average) where providers and clients should work together.
  • Overall, respondents are satisfied with their IT service provider(s), with 86% of the 521 IT outsourcing contracts being evaluated as satisfactory.
  • TCS is the highest ranked IT service provider (80%) followed by Cognizant (77%) and Centric (76%).
  • Amazon (80% with its AWS IaaS platform) is the highest ranked public cloud provider followed by Salesforce.com (77% with its SaaS platform) and Microsoft (74% with its Office365 SaaS platform and Azure IaaS platform)
  • Robotics and Artificial Intelligence are primarily used in the business domain to automate back- and mid-office processes (29% of respondents indicate use in this domain versus 25% in applications or IT infrastructure). However, it still appears to be in early days as clients indicate a lack of awareness, capabilities and maturity of these technologies.

Results Presentation

The results of our 2018 IT Outsourcing Study for the Netherlands were presented by Jef Loos, Whitelane and Alex van den Bergh, Partner Sourcing Advisory, Quint Wellington Redwood in Baarn on 28 March. The half-day event also featured multiple interactive presentations hosted by organizations such as ABN AMRO, Philips Lighting, ERIKS and Off.Grid:Electric.

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

Purchase the Dutch 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 as well as by 8 different KPIs, please email info@whitelane.com. 
March 29th, 2018|Categories: IT Outsourcing Studies|

2017/2018 European IT Outsourcing Results Published

The 2017/2018 European IT Outsourcing Study, conducted by Whitelane Research, investigates more than 5000 unique IT outsourcing contracts held by over 1600 of the top IT spending organisations in Europe. The total combined annual value of the contracts included in this study is more than €40 billion.
  • 44% of all respondents in the study state that they are planning to outsource more, while 11% cite that they are planning to outsource less. Overall, the sourcing market is set to continue to grow – as 77% of all respondents in the study confirm that they will continue to outsource at the same rate or more. On a country level, the Netherlands and BeLux region intend to outsource more than the European average while almost one quarter of participants in the United Kingdom plan to reduce their level of outsourcing in the coming two years.
  • Reducing costs remains the highest priority for the 5th consecutive year despite suffering a small decrease, cited by 60% of respondents. Business transformation is the 2nd most important driver, increasing by 5% in the last year.
  • Overall, respondents are satisfied with their IT service provider(s), with 89% of the 5031 IT outsourcing contracts being evaluated as satisfactory.
  • TCS is the highest ranked provider in our European study with a general satisfaction score of 80%, followed by Hexaware (79%), Google and Amazon (both at 78%) and Cognizant, LTI and Salesforce.com (all three at 77%). For the first time the study includes cloud providers in the general satisfaction ranking with the majority scoring high among clients.
  • We have also created rankings by the four main industries: Financial Services, Manufacturing, Public Sector, and Other. The full ranking of the providers by general satisfaction, industry and country is included in the final report.

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

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 as well as by 8 different KPIs, please email info@whitelane.com.
March 20th, 2018|Categories: IT Outsourcing Studies|

2018 BeLux IT Outsourcing Study Results Published

The 6th annual BeLux IT Outsourcing Study, conducted by Whitelane Research investigates more than 580 unique IT outsourcing contracts held by over 200 of the top IT spending organisations in Belgium and Luxembourg.
Key findings from the BeLux study include:

  • 86% of all respondents in the study confirm that they will continue to outsource at the same rate or more while 1 in 10 say they will outsource less.
  • Client’s objectives to outsource largely relate to the basics: focus on core business is the highest priority for organisations, followed by access to resources, service quality improvement and cost reduction.
  • Overall, respondents are satisfied with their IT service provider(s), with 90% of the 582 IT outsourcing contracts being evaluated as satisfactory.
  • Accenture, TCS and Computacenter are the highest ranked providers with a general satisfaction score of 80%, followed by Telenet (79%), Fujitsu, Getronics, Cognizant and Atos (all four at 78%) and Econocom (77%). New entrants in the 2018 study include Amazon, Deloitte and Interoute (Easynet).
  • With regard to technology trends, we already see a strong adoption of public cloud / Infrastructure as a Service (IaaS), followed by Software as a Service (SaaS) and Agile way of working.
  • Once again Whitelane’s study shows the importance of clients’ management and governance skills (service management, provider relationship and contract management, business relationship management, transition management) and that clients can still improve their focus and capabilities in these key areas.

Results Presentation

The results of our 2018 IT Outsourcing Study for Belgium & Luxembourg were presented in Zaventem on 27 February. The event also featured presentations from Tom Nauwelaerts, Director Transformation and Integration, Telenet and Catherine De Baets, CIO Commercial Entities, BPost. 

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

Purchase the BeLux 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 as well as by 8 different KPIs, please email info@whitelane.com. 
March 6th, 2018|Categories: IT Outsourcing Studies|