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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.

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|

2015 Annual IT Outsourcing Forum – Stockholm

Whitelane and PA Consulting held their 2015 Annual IT Outsourcing Forum “Best Practices for Successful Transitions/Transformations in Outsourcing” on 30 September at the Grand Hôtel in Stockholm.

Speakers included:

  • Johan Torstensson, VP, Head of Group IT & Enterprise IT, Ericsson
  • Merethe Johansen, Group Manager Infrastructure and Operations, Marine Harvest
  • Vladimir Simic, CIO, Nynas
  • Ian Willetts, MD Technology, Accenture
  • Sven Langerak, Director Sourcing & Vendor Management, Posten Norge
  • Philippe Roques, SVP, Capgemini
October 6th, 2015|Categories: Events|Tags: , , , |

CEO of TCS presented with award for Best IT Service Provider in Europe

Jef Loos, Head Sourcing Research at Whitelane presents Natarajan Chandrasekaran, CEO of TCS, with the award for Europe’s best IT Outsourcing provider yesterday in Mumbai, India.

The award, based on our 2014/2015 IT Outsourcing Study for Europe investigates more than 4200 unique IT outsourcing contracts held by over 1470 of the top IT spending organisations in Europe.

Commenting on the No.1 ranking, Jef Loos said:

“Despite its high growth rates, TCS has managed to retain the top most position in satisfaction for both its large (above €10 million) and small accounts (below €10 million), a strong indicator of its consistent account management quality”.

January 30th, 2015|Categories: Uncategorized|Tags: , , |

2014 Annual IT Outsourcing Forum – Stockholm

The last event in our Annual IT Outsourcing Forum series took place on Wednesday, 15 October at the Grand Hôtel in Stockholm. We were delighted to welcome more than 45 attendees.

Speakers included:

  • Stefan Wilsson, Business CIO, SAS
  • Joacim Dahlgren Vanhainen, SVP & Head of Group Regulatory IT Solutions, Nordea
  • Finn Carsten, IBM Sweden
  • Abhijeet Kelkar, Cognizant Nordics

Following the end-user and service provider presentations, Gösta Ljunberg of PA Consulting and Jef Loos of Whitelane presented the sourcing advisor’s view before moderating the panel session which included representatives from Accenture, Atos, Cognizant,  IBM , TCS and Tieto.

Event Photographs

October 16th, 2014|Categories: Events|Tags: , , |

Annual IT Outsourcing Forum – Copenhagen

On Thursday, 9 October, Whitelane and PA Consulting organized the next event in our Annual IT Outsourcing Forum series. Held at the Hilton Hotel in Copenhagen, the event was attended by more than 25 executives and included presentations from the following speakers:

  • Peter Laustsen, Director IT Service and Infrastructure Mgt, Carlsberg
  • Espen Opedal, CIO, Tryg Insurance
  • Matt Milton, VP Strategic Outsourcing Nordics, IBM
  • Abhijeet Kelkar, Head Advisor Relations, Nordics Cognizant and DACH

The Sourcing Advisors’ view was presented by Leif Caspersen, Partner at PA Consulting and Jef Loos of Whitelane.

The final session consisted of an interactive panel discussion with senior executives from Accenture, Cognizant,  IBM and TCS.

Event Photographs

October 10th, 2014|Categories: Events|Tags: , |

Annual IT Outsourcing Forum – Oslo

On Wednesday, 8 October, Whitelane and PA Consulting organized the second of our Annual IT Outsourcing Forum events in the Nordic region. Held at the Hotel Continental in Oslo, Norway, the half day event was attended by over 35 executives and included presentations from the following speakers:

  • Espen Falla, CIO, SAPA
  • Lars Vågsdal, CIO, Telenor Norway
  • Frode Meltzer, Relationship Director, TCS Norway
  • Carl Christian Malm, Managing Director- Technology, Accenture

Tom Krohn of PA Consulting and Jef Loos of Whitelane presented the sourcing advisor’s view to participants while the vendor panel session included senior level representatives from  Accenture, Cognizant, EVRY, IBM and TCS.

Event Photographs

 
October 9th, 2014|Categories: Events|Tags: , |