State of the Global ICT Outsourcing Industry 2010
Black Book Rankings, December 2010, Pages: 159
Based on publically disclosed IT services and BPO contracts, the global ICT outsourcing industry generated $64,918.6m in aggregate value during H1 2010. This report combines primary research on customer satisfaction with assessments of market activity to present a multi-faceted view of the ICT outsourcing industry today.
Features and benefits
- Results of the world's largest primary research project on customer satisfaction with outsourced services in the global ICT industry.
- Analysis of activity by region, industry and service type in the global ICT outsourcing market.
- Complemented by assessment of market activity to present a multi-faceted view of the ICT outsourcing industry.
Highlights
- This report finds a high level of satisfaction among users of outsourced services.
- A larger size, in terms of revenues, did not assure a vendor a top rank for customer satisfaction. For instance, on the overall satisfaction scale; in terms of revenues, a company which earned $1.1bn scored better than another which earned $32bn.
- Public sectors such as defense, central/federal government, and the state and local governments are shown to be crucial client segments for the global ICT outsourcing industry. The US defense industry created significant value for the global ICT industry.
Your key questions answered
- Which service providers in the global ICT outsourcing industry provide the highest levels of customer satisfaction?
- Which factors do clients consider most important when assessing satisfaction with delivery of ICT outsourcing services?
Executive Summary
A market for large sized deals
Strong presence of IBM and HP in the global manufacturing industry
Active market for ICT outsourcing in India
Several new players in the ICT outsourcing landscape
Telecom industry remained largely immune to the credit crunch
Cloud services capabilities paying for telcos
Network spend expected to increase as the global economy recovers
OVERVIEW
Introduction
Summary
Methodology
Satisfaction criteria
Questionnaire design
SURVEY FINDINGS 2010: OVERALL SATISFACTION
Overall satisfaction ranking for the global ICT outsourcing
SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
Overview
Requirements Awareness
Shared Goals
Financial Benefits
Risk Mitigation
Partnership Approach
Problem Resolution
Corporate Reputation
Skills and Resources
Future Orientation
SURVEY FINDINGS 2010: BY ICT SERVICE LINES
Introduction
Overall satisfaction ratings for ICT service providers
GLOBAL ICT OUTSOURCING CONTRACT ACTIVITY
Introduction
Overview of global ICT outsourcing contracting activity
Ten mega deals signed in H1 2010
A market for large sized deals
TCV ranged between $50,000m and $80,000m during H1 2008 and H1 2010
Public sector generated about half ICT outsourcing contracts
Telecommunications generated 11.4% of all ICT outsourcing deals since H1 2008
The US defense industry created the maximum value in H1 2010
Strong presence of IBM and HP in the global manufacturing industry
The US generated the most ICT outsourcing deals
Active market for ICT outsourcing in India
The UK is the second largest market for ICT outsourcing
Sweden witnesses a surge in ICT outsourcing activity
A market for several players of varying sizes
IBM is a key player
CSC contributed most to aggregate TCV in H1 2010
Several new players in the ICT outsourcing landscape
Telco Contracts Analysis
Introduction
Telecom industry remained largely immune to the credit crunch
Europe's share shrinks in the global telecom industry
Telecos focusing on managed network services
ICT MARKET TRENDS
Cloud services capabilities paying for telcos
MNC's still donot see telcos as credible ICT providers
Regional telcos targeting SMEs to expand their ICT strategy
A market dominated by alliances and acquisitions
Global service providers eying emerging markets
Network spend expected to increase as the global economy recovers
VENDOR PROFILES
Introduction
ACCENTURE
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
ACXIOM CORPORATION
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent Developments
AT&T
Overview
Revenue analysis
Clients
Major solutions and services
Key facts
Recent developments
BRITISH TELECOMMUNICATIONS
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
CAPGEMINI
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
CIBER
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
CRITIGEN
Overview
Clients
Major services and solutions
Key facts
Recent developments
DELL
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
GETRONICS
Business description
Revenue analysis
Clients
Major products and services
Key facts
Recent developments
HCL TECHNOLOGIES
Overview
Revenue analysis
Clients
Major solutions and services
Key facts
Recent developments
HP
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
IBM
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
IGATE
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
INFOSYS
Overview
Revenue analysis
Major services and solutions
Key facts
Recent developments
LOGICA
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
MICROSOFT CORPORATION
Overview
Revenue analysis
Clients
Major products and Solutions
Key facts
Recent developments
NIIT TECHNOLOGIES
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
ORACLE
Overview
Revenue analysis
Clients
Major products and services
Key facts
Recent developments
ORANGE BUSINESS SERVICES
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
SIEMENS IT SOLUTIONS AND SERVICES
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
T-SYSTEMS
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
TCS
Business description
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
TELEFONICA
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
TELSTRA
Overview
Revenue analysis
Clients
Major services and solutions
Key facts
Recent developments
WIPRO
Business description
Revenue analysis
Clients
Major products and services
Key facts
APPENDIX
Methodology
Further reading
Ask the analyst
Disclaimer
- Accenture
- Acxiom Corporation
- AT&T
- British Telecommunications
- Capgemini
- CIBER
- Critigen
- Dell
- Getronics
- HCL Technologies
- HP
- IBM
- IGATE
- Infosys
- Logica
- Microsoft Corporation
- NIIT Technologies
- Oracle
- Orange Business Services
- Siemens IT Solutions and Services
- T-Systems
- TCS
- Telefonica
- Telstra
- WIPRO
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