2020/2021 European IT Sourcing Study Results Published

The 2020/2021 European IT Sourcing Study, conducted by Whitelane Research, investigates more than 4,000 unique IT sourcing relationships and more than 3,500 cloud sourcing relationships held by close to 1,700 participants of the top IT spending organisations in Europe. This makes it the most comprehensive European survey to date with more than 7,500 sourcing relationships investigated.

IT/Cloud Service Providers
IT sourcing relationships
Cloud sourcing relationships

Key findings from the 2020/2021 European Study:

38% of organisations in Europe are planning to outsource more in the next two years, while 15% cite they will outsource less. Overall, the sourcing market is set to continue to grow with 72% of all respondents confirming they will outsource at the same rate or more. Most outsourcing is expected in the manufacturing sector with 44% of organisations revealing they are planning to outsource more, followed by the financial services sector (42%). Outsourcing in the public sector is below average with 34%.


Cost reduction is once again the main reason why organisations in Europe are planning to outsource more (54%). This is closely followed by more scalability to business needs with 53% and focus on core business (50%).

Overall, respondents are satisfied with the 23 ranked IT service provider(s), with 89% of all 4,000 IT sourcing relationships being rated as satisfactory.

TCS achieves first place on the overall ranking for general satisfaction with a score of 82%, followed by NTT DATA / Everis (81%) and Hexaware (79%). The report also includes rankings by IT domain (applications, data centre and end-user services), as well as by industry, country/region, and contract size.

TCS 82%
NTT DATA / Everis 81%
Hexaware 79%

Top 3 only (Europe)

This year the cloud providers have been ranked separately with more than 3,500 unique cloud sourcing relationships evaluated. Amazon Web Services (AWS) tops the ranking for Infrastructure Cloud Platforms with 77% while Microsoft 365 is number one for Software Cloud Platforms with 79%.

29% of clients predict that 50% or more of their application portfolio will be running on a (public) cloud platform in two years. Integration with existing or legacy systems overtakes security and privacy issues for the first time as the number one challenge to successfully transition to the public cloud, suggesting some issues have been resolved.

Almost 60% of organisations are already using Intelligent Automation (IA) although one in two say the benefits of these new technologies are only shared marginally by their service provider. The public sector continues to lag behind the other industry sectors with 43% of organisations using IA, although the sector predicts the largest amount of investment in the coming years (+37%).

Use of Intelligent Automation across Europe by industry

Financial Services
Public Sector
Other Sectors

Clients and service providers have vastly differing views regarding the amount of improvement required by clients with regard to six core governance capabilities. Almost two thirds of service providers suggest a very significant improvement is required for their client’s transition and change management skills compared to 26% of clients.

Amount of Serious Improvement Required for Client Transition & Change Management Skills

Client Perspective
Vendor Perspective