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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 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|

2017 German IT Outsourcing Results Published

The 2017 German IT Outsourcing Study, conducted by Whitelane Research in cooperation with Navisco AG – Sourcing Professionals, investigates more than 510 unique IT outsourcing contracts held by over 140 of the top IT spending organisations in Germany.
Key findings from the German Study include:  

  • 46% of all respondents in the German study state that they are planning to outsource more, while 14% cite that they are planning to outsource less (an increase of 6% from 2016). Overall, the sourcing market is set to continue to grow – as 3 out of 4 respondents in the study confirm that they will continue to outsource at the same rate or more.
  • Focus on core business is the highest priority for organisations for a second year in a row (69%), despite suffering a decrease of 10%. Cost reduction is the 2nd most important driver, also experiencing a drop in importance of 9%. We also asked the service provider community in Germany which drivers they expect to influence their clients most in the next few years. Service providers place twice as much emphasis on business transformation compared to what clients focus on and underestimate the importance of focus on core business as a driver for clients planning to increase their level of outsourcing.
  • Overall, respondents are satisfied with their IT service provider(s), with 84% of the 512 IT outsourcing contracts being evaluated as satisfactory.
  • TCS and Data Group are the highest ranked providers with a general satisfaction score of 80%, followed by new entrant Salesforce.com and Cognizant (both at 78%), Wipro (77%) and Amazon (76%).
  • Clients and Service providers have differing views of client capability in managing service integration. While 3 out of 4 clients are to some degree satisfied with their own service integration capability, more than 50% of service providers rated client capabilities in service integration as immature.

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. 
January 31st, 2018|Categories: IT Outsourcing Studies|

2017 French IT Outsourcing Results Published

The 2017 French IT Outsourcing Study, conducted by Whitelane Research, examines over 500 unique IT outsourcing contracts held by more than 145  participants of the top IT spending organisations in France.
Key findings from the French study include:

  • 63% of all respondents in the study confirm that they will continue to outsource at the same rate or more. Whilst 29% say they will outsource more, 14% say they will outsource less and 22% do not yet know what their outsourcing plans will look like in the next few years. In comparison with 2016 plans to outsource more have decreased by 19%.
  • Cost reduction continues to be the highest priority for organisations (71%), despite suffering a decrease of 8%. Focus on core business is the 2nd most important driver, increasing by 11% in the last year. We also asked the service provider community in France which drivers they expect to influence their clients most in the next few years. Service providers place almost twice as much emphasis on business transformation compared to what clients focus on (73% compared to 41%) and underestimate the importance of cost reduction (55% compared to 71%) as a driver influencing future client outsourcing plans.
  • Overall, respondents are satisfied with their IT service provider(s), with 91% of the 472 IT outsourcing contracts being evaluated as satisfactory.
  • LTI is the highest ranked service provider with a score of 80%, followed by Amazon (79%), Cognizant, Google and TCS (all three at 78%) and Accenture, Fujitsu and Thales (all three at 75%).
  • In the applications development and support space LTI scores high, followed jointly by Cognizant and TCS.
  • In data center services new entrants Amazon and Microsoft lead in satisfaction, closely followed by Fujitsu.
  • In end-user services, Computacenter and Groupe Neurones receive the highest satisfaction score from participants.
Above: Laurent Bendavid, Dassault Aviation

Results Presentation

The results of our 2017 IT Outsourcing Study for France were presented in Paris on 17 January 2018. The event also featured two client presentations by Laurent Bendavid, Dassault Aviation and Mickael Vasseur of GRDF .

Purchase the French 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 French and English)

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 23rd, 2018|Categories: IT Outsourcing Studies|

2017 Spanish IT Outsourcing Study Results Published

The 2017 Spanish IT Outsourcing Study, conducted by Whitelane Research in cooperation with Quint Wellington Redwood, examines more than 690 unique IT outsourcing contracts representing more than 210 participants of the top IT spending companies in Spain.
Key findings from the Spanish Study include:  

  • 80% of participants in the study confirm that they will continue to outsource at the same rate or more in the coming two years. Only 6% intend to reduce current levels of outsourcing.
  • For the first time in 5 years ‘access to resources’ has taken over ‘cost reduction’ as the most important driver for companies planning to increase their level of outsourcing.
  • 92% clients are satisfied with their outsourcing provider, especially in areas such as service quality, account management and business understanding.
  • Everis and Ibermática lead the ranking for another year with a joint score of 81%. In second place, with 78% are Accenture, Capgemini and DXC Technology, followed by Vodafone and Atos with 77%.
  • End-user clients and service providers have very different views regarding client capabilities in managing their transition and governance. The results show that 84% of clients are more or less satisfied with their current skills, whereas only 28% of providers evaluate their clients as mature in this area.

Results Presentation

The results of our 2017 IT Outsourcing Study for Spain were presented in Madrid on 16 November. The event also featured a round table discussion with speakers from: ENEL, Lafarge Holcim, REE and Repsol.

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 9 different KPIs, please email info@whitelane.com. (available in Spanish/disponible en español)
November 17th, 2017|Categories: IT Outsourcing Studies|

2017 Swiss IT Outsourcing Results Published

The 5th annual Swiss IT Outsourcing Study, conducted by Whitelane Research in cooperation with Navisco AG – Sourcing Professionals, investigates more than 310 unique IT outsourcing contracts held by over 80 of the top IT spending organisations in Switzerland.
Key findings from the Swiss Study include:  

  • 46% of all respondents in the Swiss study state that they are planning to outsource more, while only 7% cite that they are planning to outsource less. Overall, the sourcing market is set to continue to grow – as 78% of all respondents in the study confirm that they will continue to outsource at the same rate or more.
  • Focus on core business is the most important driver for organizations looking to outsource more (cited by 80%) – overtaking cost reduction for the first time in 4 years. Business transformation and innovation are strongly coming up as key drivers to outsource.
  • Overall, respondents are satisfied with their IT service provider(s), with 91% of the 311 IT outsourcing contracts being evaluated as satisfactory.
  • TCS is the highest ranked provider with a general satisfaction score of 83%, followed by Cognizant (78%), SAP (76%) and Swisscom, Microsoft and HCL (all three at 75%).
  • In the applications development and support space TCS and Cognizant score high, followed by HCL and Accenture. And SAP is scoring high as a SaaS (Software as a Service) provider.
  • In data center services HCL and Swisscom lead in satisfaction, closely followed by Microsoft as a public cloud services provider.
  • In network and telecommunications Swisscom, Orange and Verizon lead in satisfaction.
  • As to new trends, the adoption of Agile development methodology is already wide spread by now, while the new wave of automation, robotics and artificial intelligence to automate the IT function needs to mature further to deliver its full benefits.
Above: Jef Loos, Whitelane, presents the results of the 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. 
September 25th, 2017|Categories: IT Outsourcing Studies|Tags: , , |

2017 UK IT Outsourcing Study Results Published

UK IT Outsourcing Market Reaches the Biggest Tipping Point Since its Inception

The 5th annual UK IT Outsourcing Study, conducted by Whitelane Research in cooperation with PA Consulting Group, investigates more than 800 unique IT outsourcing contracts held by over 250 of the top IT spending organisations in the United Kingdom. All industry sectors are represented.
Key findings from the UK study include:

  • There is increasing appetite for UK companies to rebalance their outsourced and internally-provided services. 35% of all respondents in the study state that they are planning to outsource more, however 22% cite that they are planning to outsource less. We anticipate that increasing adoption of agile delivery methods is driving mature customers to bring development and business teams closer together, whilst less mature customers have yet to reach this inflection point. Overall, the sourcing market is set to continue to grow – as 65% of all respondents in the study confirm that they will continue to outsource at the same rate or more.
  • Reducing costs is the highest priority for organisations (69%), an increase of 9% since last year. Business transformation is the 2nd most important driver, increasing by 16% in the last year.
  • Overall, respondents are satisfied with their IT service provider(s), with 86% of the 802 IT outsourcing contracts being evaluated as satisfactory. This figure has remained constant over the past 5 years.
  • Getronics and Hexaware are the highest ranked providers with a general satisfaction score of 84%, followed by Amazon (79%), Cognizant (78%) and Computacenter and TCS (both at 77%).
  • General satisfaction tends to show that top performers are in one of three broad categories:
  1. Focused in application development and maintenance activities
  2. Specialist providers focusing on doing a smaller breadth of services well
  3. Cloud providers delivering a well understood, standard offering to their customers with minimal commitment

“The market for outsourcing is at the biggest tipping point since the term was coined. There are lots of “predictions” and “forecasts” suggesting that the end for service providers, is nigh. The reality is much more complex than that. The journey to leveraging new technologies such as Automation, Robotics, AI is only just starting and its impact on the outsourcing market is yet to be accurately predicted. What we can say is that there are huge potential opportunities from these new technologies but, like most change projects, this will be a complex journey.” Martin Molloy, Sourcing Expert, PA Consulting Group.

  • Clients and Service providers have vastly differing view of client capability in managing service integration. While 77% of clients are somewhat satisfied with their own service integration capability, 8% of service providers rated client capability in service integration as mature. A fundamental gap in perception of capability.
  • Compared to other countries, the UK is generally considered to be the most mature outsourcing market in Europe and as such, is an indicator for new and future trends for other European countries. A couple of notable differences are: the percentage of organisations that are insourcing is by far the largest in the UK when compared to other European countries (22% compared to an average of 11%). This is partly caused by the fact that in most other European countries not as much has been outsourced as in the UK. It is also noteworthy that besides cost reduction, business transformation is a far more important driver in the UK than in any of the other European countries (64% compared to an average of 39%), while focus on core business and access to resources are less relevant for UK organisations when compared to organisations on the continent.

Results Presentation

Above: Jef Loos of Whitelane at the results presentation of the 2017 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.
June 22nd, 2017|Categories: IT Outsourcing Studies|