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.

IT/Cloud Service Providers
Cloud sourcing relationships
IT sourcing relationships

Key findings from the 2020 BeLux study:

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.

Atos 84%
TCS 84%
Compuatcenter 82%
Telenet 80%

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.


49% already using IA


30% planning to use IA

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 on radical innovation and digital transformation as well as a vendor panel debate.