2021 Spanish IT Outsourcing Study Results Published
The 2021 Spanish IT Outsourcing Study, conducted by Whitelane Research in collaboration with Quint, investigates more than 640 unique IT sourcing relationships and more than 500 cloud sourcing relationships held by over 240 participants of the top IT spending organisations in Spain.
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Participants
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IT/Cloud Service Providers
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Cloud sourcing relationships
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IT sourcing relationships
Key findings from the 2021 Spanish study:
45% of all respondents confirm they are planning to outsource more in the next two years, an increase of 6% from 2020 and the highest level since 2016. Spain continues to have the lowest level of insourcing compared to the rest of Europe – only 5% are planning to outsource less.
More scalability to business needs is the main reason why organisations are planning to outsource more in Spain, followed by access to resources/talent and improvement of service quality. Cost reduction sees a significant decrease in importance, with its lowest percentage to date and out of the top 3 outsourcing drivers for the first time.
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Overall, participants are satisfied with their service providers, with 93% of all 646 IT outsourcing relationships being rated as satisfactory. Ibermática, T-Systems, DXC Technology and Deloitte are the highest rated service providers with a joint score of 84%. The average satisfaction is 79%, the highest percentage to date since 2013 (up 2% from 2020) and once again the highest level compared to the rest of Europe, where Whitelane also conducts this study.
The 17 IT outsourcing service providers featured in this year’s report are also ranked by applications, data centre and end-user services.
Top 4 only (Spain 2021)
Of the nine key performance indicators (KPIs) the IT service providers are ranked by, account management and business understanding share the highest average score with 81% (both up 4% on 2020). In contrast, innovation continues to be the lowest performing KPI with an average score of 69%.
Google Cloud Platform achieves first place on the ranking for infrastructure cloud platforms with a score of 84% while Microsoft 365 leads the ranking for software cloud platforms with 83%. None of the cloud providers have seen significant improvements (5% or more) to their scores since last year. For infrastructure cloud platforms the average satisfaction remains the same, while for software cloud platforms the average satisfaction has declined significantly by 7%.
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Google Cloud Platform
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Microsoft 365
Service quality delivery has not been largely affected by Covid-19: 58% of clients confirm that there have not been any changes to service quality, while 20% said the quality had improved and another 22% believe it has declined. In addition, 42% of respondents say that the use of public cloud in their organisation will increase due to the pandemic, while one out of five reveals that it will increase their use of nearshore or offshore models.
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service quality improvement since C-19
Almost 60% of respondents are currently outsourcing managed security services, with 81% declaring themselves satisfied or very satisfied with their providers. Use of managed security services is higher in the consumer goods and retail sector with 77%, while the pharmaceutical and healthcare sector and public sector indicate the lowest levels of outsourcing with 38% and 42%, respectively.
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satisfaction with (cyber)security providers
Results presentation
The results of our 2021 IT Outsourcing Study for Spain were presented in Madrid on 4 November. The event also featured three round tables with clients from Banco Santander, Bergé Infraestructuras, Gestamp and SEUR as well as representatives from Accenture, Capgemini, DXC Technology, HCL, NTT DATA, TCS and T-Systems.
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