2021 European IT Sourcing Study Results Published

The 2021 European IT Sourcing Study, conducted by Whitelane Research since 2013, investigates more than 4,200 unique IT sourcing relationships and more than 4,000 cloud sourcing relationships held by over 1,800 participants of the top IT spending organisations in Europe. This makes it the most comprehensive European survey to date with more than 8,200 sourcing relationships investigated.

IT/Cloud Service Providers
Cloud sourcing relationships
IT sourcing relationships

Key findings from the 2021/2022 European study:

39% of organisations in Europe are planning to outsource more in the next two years, while 11% report they will outsource less (down from 15% in 2020/2021). Overall, the sourcing market is set to continue to grow with three quarters of all respondents confirming they will outsource at the same rate or more.

Outsource more
No change
Outsource less
We don’t know

Most outsourcing is expected in the financial services sector with 45% of organisations responding they are planning to outsource more. In contrast, the public sector continues to outsource below average with 32% while the manufacturing sector has the lowest percentage of organisations planning to insource with just 6%.

Once again, the Netherlands predicts the most outsourcing growth with 48% of organisations planning to outsource more, followed by Belgium and Spain with 46% and 45%, respectively. Plans to insource have decreased significantly across the following countries/regions: BeLux (-5%), France (-10%), Netherlands (-8%) and the Nordics (-5%). Switzerland continues to have the highest percentage of companies planning to insource (20%) while Spain remains the country with the smallest percentage (5%).

More scalability to business needs is the main driver for organisations in Europe planning to outsource more (cited by 56%). Cost reduction, ranked number one every year since 2013, drops to second place for the first time with 51%.

Overall, respondents are satisfied with their IT service provider(s), with 91% of all 4,252 IT sourcing relationships being rated as satisfactory. TCS is the highest ranked provider with a score of 84%, followed by NTT DATA (80%), Hexaware (79%), Computacenter and Deloitte (both at 78%). The average satisfaction has increased by three percentage points to 75% and is the highest to date with none of the service providers experiencing significant decreases to their scores. Client satisfaction is once again highest in Spain (79%) and lowest in France and the Netherlands (71%).

TCS 84%
Hexaware 79%
Computacenter 78%
Deloitte 78%

Top 5 only (Europe 2021/2022)

The top service providers across the three IT domains are:

  • Application development, maintenance, testing: TCS, NTT DATA and Hexaware

  • Data centre, managed infrastructure, hosting: TCS, NTT DATA and Inetum

  • End-user services: TCS, Inetum and Computacenter.

The 2021/2022 European report includes full rankings for the three IT domains, infrastructure/software cloud providers, nine KPIs, country/region, industry sector and contract size.

More than 4,000 cloud sourcing relationships have been evaluated this year. Amazon Web Services (AWS) remains top of the infrastructure cloud platforms ranking with a score of 79% while Microsoft 365 is number one for software cloud platforms for another year with 81%. There are no decreases in satisfaction among any of the cloud providers compared to last year.

There are no significant decreases among any of the service providers across the nine KPIs compared to last year. Account management has the highest average score with 79% (up 5%) with Hexaware topping the ranking with 89%. In contrast, innovation continues to have the lowest average with 64%, led by Accenture with 71% .

Account Management

Purchase the full European report

If you would like to purchase a copy of the full European report which contains 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.

Request the European management summary

Read the key findings of the 2021/2022 European IT Sourcing Study.
(Please note the management summary is only provided to end-user organisations).