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State of the Global ICT Outsourcing Industry 2010

Black Book of Outsourcing
December 28, 2010
159 Pages - SKU: BBDM6105590

Abstract Table of Contents Search inside this report Related Reports

Countries covered: Global

Introduction

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
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
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

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