The IT Outsourcing Outlook: Fast growth sectors and the leading players

Organisations are increasingly turning to third-party service providers for their ICT infrastructure and application services requirements- IT outsourcing has matured in recent years from providing a solution to a customer’s IT nightmare into a competitive business imperative. It now encompasses a growing range of sophisticated services, from consulting to the outsourcing of entire business processes, with a blurring of the lines between discrete services. As a result, the IT outsourcing market landscape is increasingly complex. Large service providers are now facing increasing competition from not only each other but from outsourcing specialists as an increasing number of deals are being won on a best-of-breed, consortium basis.

‘The IT Outsourcing Outlook: Fast growth sectors and the leading players’ report analyses the market trends, on a sub-sector basis, and identify the vendors that are best placed to dominate in each of them over the next few years. The contents of this report are based on a unique database created on an on-going basis since 1998. It contains in-depth vendor profiles based on executive interviews and independent analyst ratings, and tracks IT outsourcing market trends down to the level of the single contract.
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The IT Outsourcing Outlook
Executive Summary

Chapter 1 An introduction to IT outsourcing

Summary
Introduction
Value and impact
Definitions
Business process outsourcing (BPO)
Grid computing
Human resources (HR) outsourcing
Multi-sourcing
Offshoring/near-shoring
Off-shoring
Near-shoring
Transformational outsourcing
Utility/on demand computing

Chapter 2 IT outsourcing: Market trends

Summary
Market trends
First quarter 2004
Overview
BPO/IT outsourcing
Vendor market share
Vertical industries
Geographical market share
Offshore
Full year 2003
Overview
Mega-deals
Vendor market share
Offshore
Geographical regions

Chapter 3 Accenture

Summary
Current positioning
Competitive stance
Outsourcing
Business process outsourcing
Application management
Infrastructure management
Strategic outsourcing
Consulting
Customer relationship management
E-commerce
Enterprise solutions
Finance and performance management
Knowledge management and collaboration
Security
Supply chain management
Market sectors
Communications and High-Technology
Products
Financial Services
Resources
Government
Financial performance
Future strategy
Conclusions

Chapter 4 Affiliated Computer Services (ACS)

Summary
Current positioning
BPO
Competitive stance
Business process outsourcing
IT outsourcing
Systems integration
Market sectors
Communications
Education
Financial Services
Government
Healthcare
Insurance
Manufacturing
Retail & Distribution
Transportation
Financial performance
Future strategy
Conclusions

Chapter 5 BT Global Services

Summary
Current positioning
Competitive stance
Syntegra
Knowledge Management
Customer Relationship Management
E-commerce
BT Global Solutions (ex-Syncordia)
In voice messaging
BT Global Products
Content Hosting
BT Global Carrier
Others
Market sectors
Financial performance
Future strategy
Conclusions

Chapter 6 Capita Group

Summary
Future strategy
Conclusions

Chapter 7 Cap Gemini Ernst & Young (CGE&Y)

Summary
Current positioning
Competitive stance
Management consulting
Program management
Enterprise resource planning
E-commerce
Integrated supply chain management
Customer relationship management
Applied knowledge management
Euro compliancy services
Outsourcing
Market sectors
Finance
Telecoms and media
Manufacturing, retail and distribution
Administration and public services
Energy, utilities and chemicals
Financial performance
Future strategy
Conclusions

Chapter 8 Cognizant

Summary
Current positioning
Market sectors
Future strategy
Conclusions

Chapter 9 CSC

Summary
Current positioning
Competitive stance
Outsourcing
Systems integration
IT management consultancy and professional services
Market sectors
Aerospace
Process industries
Financial services
Healthcare
Public sector
Manufacturing
Telecoms
Travel and tourism
Financial performance
Future strategy
Conclusions

Chapter 10 EDS

Summary
Current positioning
Competitive stance
Operations Solutions
Communications Services
Financial process management services
Customer relationship management
Administrative process management
Enterprise shared services
Solutions consulting
AT Kearney
Product Lifecycle Management Solutions
Market sectors
Manufacturing and retail
Financial
Government
Communications
Healthcare
Financial performance
Future strategy
Conclusions

Chapter 11 HP Services

Summary
Current positioning
Competitive stance
Managed Services
Consulting and Integration
Customer Support
Financial performance
Future strategy
Conclusions

Chapter 12 IBM Global Services

Summary
Current positioning
Competitive stance
Business consulting
IT consulting
Business transformation services
E-business services
Total systems management services
Strategic outsourcing services
Market sectors
Financial performance
Future strategy
Conclusions

Chapter 13 Conclusions

Summary
Trends and analysis
IT outsourcing
Business process outsourcing
Key vendors
Grid
Key vendors
Human resources outsourcing
Key vendors
Mega-deal vs multi-sourcing
Offshore/near-shore outsourcing
Key vendors
Public sector
Key vendors
Transformational outsourcing
Key vendors
Utility and on-demand
Key vendors
Index
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Table 1.1: Top 10 IT services providers 31
Table 2.2: IT services contract awards by quarter 43
Table 2.3: The 10 largest IT services contracts awards 1Q04 44
Table 2.4: Major IT services contracts awards 2003 48
Table 3.5: Accenture financial results by year 59
Table 4.6: ACS financial results by quarter 71
Table 4.7: ACS financial results by year 72
Table 7.8: CGE&Y financial results by year 103
Table 9.9: CSC financial results by quarter 120
Table 9.10: CSC financial results by year 121
Table 10.11: EDS financial results by year 135
Table 11.12: HP Services financial results by quarter 146
Table 11.13: HP financial results by year 147
Table 12.14: IBM Global Services financial results by quarter 159
Table 12.15: IBM Global Services financial results by year 160

Figure 2.1: Key deals by vendor Q104 45
Figure 2.2: Key deals by vertical industry Q104 46
Figure 2.3: Key deals by vendor 2003 49
Figure 13.4: HR outsourcing contracts by vendor 2003 170
Figure 13.5: IT outsourcing deals by vertical sector Q104 177
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