2010 Leading Providers of Application Management Outsourcing Services

Introduction

The application management services (AMS) outsourcing industry has exhibited growth in contract activity since the second half of 2009. This report combines primary research on customer satisfaction with outsourced AMS services with an assessment of market activity to present a multifaceted view of the AMS outsourcing industry.

Features and benefits

* Results of the world's largest primary research project on customer satisfaction with outsourced AMS service provision.
* Analysis of activity by region, industry and service type in the global AMS outsourcing market.

Highlights

The majority of respondents to the 2010 Black Book of Outsourcing customer satisfaction survey were satisfied with the services provided by AMS outsourcing vendors. The list of AMS outsourcing service providers compiled using the survey was led by players with strong offshore capabilities. The US and UK are major outsourcing nations.

Your key questions answered

* Which outsourced AMS service providers provide the highest levels of customer satisfaction?
* Which factors do clients consider most important when assessing satisfaction with outsourced AMS service delivery?

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TABLE OF CONTENTS
Overview 1
Introduction 1
Summary 1
Methodology 2
Executive Summary 4
Problem resolution is the most important attribute for an AMS outsourcer to have 4
Players with offshore presence in India dominate the customer satisfaction ranking 4
Strengthening AMS contract activity 4
The private sector's TCV increased during the reporting period 4
Increasing contract signings in China and India 4
Four US vendors accounted for a significant portion of aggregate TCV 4
Application management is emerging as an IT discipline 5
Survey Findings 2010: Overall Satisfaction 18
Scoring key for overall satisfaction ranking 18
Outsourcing works: 71% of respondents are satisfied or very satisfied 19
The survey successfully captures the views of service users 21
The surveyed population was global 22
The survey responses were divided across multiple industry sectors 24
Survey Findings 2010: Performance Criteria 25
Nine performance criteria 25
Problem resolution is the most important of the nine performance criteria assessed for AMS clients 25
Requirements awareness 28
Shared goals 29
Financial benefits 30
Risk mitigation 31
Partnership approach 32
Problem resolution 33
Corporate reputation 34
Skills and resources 35
Future orientation 36
Global Application Management Services Outsourcing Contract Activity 37
Introduction 37
Overview of AMS outsourcing contracts 37
Pace of AMS outsourcing picked up in 2010 40
Increasing presence of medium-term deals 45
The public sector was most active in AMS outsourcing during H2 2010 48
Prior to H2 2010, private sector clients accounted for the majority of contracts 50
Manufacturing and telecommunications accounted for a sizable portion of aggregate TCV in H2 2010 54
TCV of the private sector increased during the reporting period 56
Several AMS outsourcing contracts were signed in "non-advanced" economies during H2 2010 61
Only two developing nations outsourced AMS contracts in every half-year period 64
The US dominated contract activity in H2 2010 68
The top five regions were marked by the presence of two developing nations 69
No single vendor dominated the market by contract volume 72
Most vendors won just a single contract 73
The top five vendors by TCV accounted for the majority of aggregate TCV in H2 2010 77
Four vendors featured prominently among the leading 10 by TCV 78
Global Application Management Outsourcing Trends 84
Introduction 84
Application management as an IT discipline 85
Evolving enterprise applications 86
Differentiation in the AMS market 86
Cloud computing set to change the landscape of AMS outsourcing 86
Application management modernization 87
Vendor Profiles 90
Introduction 90
Accenture 90
Business description 90
Clients 91
Revenue breakdown 91
Major services and solutions 92
Key facts 93
Recent developments 93
Atos Origin 95
Business description 95
Clients 95
Revenue breakdown 96
Major services and solutions 96
Key facts 97
Recent developments 97
Capgemini 98
Business description 98
Clients 99
Revenue breakdown 99
Major services and solutions 100
Key facts 100
Recent developments 101
CSC 102
Business description 102
Clients 102
Revenue breakdown 103
Major services and solutions 103
Key facts 104
Recent developments 104
Dell 105
Business description 105
Clients 105
Revenue breakdown 106
Major services and solutions 107
Key facts 108
Recent developments 109
Fujitsu 110
Business description 110
Clients 110
Major services and solutions 111
Key facts 112
Recent developments 112
HP 113
Business description 113
Clients 113
Revenue breakdown 114
Major services and solutions 115
Key facts 116
Recent developments 116
iGATE 118
Business description 118
Clients 118
Revenue breakdown 119
Major services and solutions 119
Key facts 120
Recent developments 120
IBM 121
Business description 121
Clients 121
Revenue breakdown 121
Major services and solutions 122
Key facts 123
Recent developments 123
Infosys 124
Business description 124
Clients 124
Revenue breakdown 125
Major services and solutions 126
Key facts 126
Recent developments 127
NIIT 128
Business description 128
Clients 128
Revenue breakdown 128
Major services and solutions 129
Key facts 130
Recent developments 130
Siemens IT Solutions and Services 132
Business description 132
Clients 132
Revenue breakdown 133
Major services and solutions 133
Key facts 134
Recent developments 134
T-Systems 135
Business description 135
Clients 135
Revenue breakdown 135
Major services and solutions 136
Key facts 136
Recent developments 137
Tata Consultancy Services 138
Business description 138
Clients 139
Revenue breakdown 139
Major services and solutions 140
Key facts 140
Recent developments 141
Vertex 142
Business description 142
Clients 142
Major services and solutions 143
Key facts 143
Recent developments 144
Wipro 145
Business description 145
Clients 145
Revenue breakdown 146
Major services and solutions 147
Key facts 148
Recent developments 148
Appendix 150
Methodology 150
Further reading 150
Ask the analyst 151
Disclaimer 151


TABLE OF FIGURES
Figure 1: Overall satisfaction with vendors meeting minimum response requirements (100 respondents) 19
Figure 2: Overall satisfaction with services provided, all respondents (433 respondents) 20
Figure 3: Role of respondents in their organizations' outsourcing decisions (864 responses; multiple responses allowed) 21
Figure 4: Respondents by place of work (n=464) 22
Figure 5: Respondents by location of their companies' headquarters (n=464) 23
Figure 6: "Which sector does your organization primarily operate in?" (n=465) 24
Figure 7: Importance of performance criteria assessed (433 respondents) 26
Figure 8: Global AMS outsourcing, aggregate TCV ($m) and number of deals, H1 2008–H2 2010 42
Figure 9: Global AMS outsourcing, aggregate TCV ($m) and ACV ($m), H1 2008–H2 2010 43
Figure 10: Global AMS outsourcing, deals (%) by TCV, H1 2008–H2 2010 44
Figure 11: Global AMS outsourcing, TCV (%) by deal value, H1 2008–H2 2010 45
Figure 12: Global AMS outsourcing, deals (%) by duration, H1 2008–H2 2010 47
Figure 13: Global AMS outsourfing, number of deals by duration, H1 2008–H2 2010 48
Figure 14: Global AMS outsourcing, number of deals by industry, H2 2010 50
Figure 15: Global AMS outsourcing, deals (%) by sector classification, H1 2008–H2 2010 54
Figure 16: Global AMS outsourcing, TCV (%) by industry, H2 2010 56
Figure 17: Global AMS outsourcing, TCV (%) by sector, H1 2008–H2 2010 61
Figure 18: Global AMS outsourcing, number of deals by signing region, H2 2010 63
Figure 19: Global AMS outsourcing, TCV (%) by region, H2 2010 69
Figure 20: Global AMS outsourcing, number of contracts by vendor, H2 2010 72
Figure 21: Global AMS outsourcing, TCV ($m) by vendor, H2 2010 78
Figure 22: Global AMS outsourcing: scope of services 84
Figure 23: Global AMS outsourcing: application management modernization maturity model 88
Figure 24: Global AMS outsourcing: application management lifecycle stages 89


TABLE OF TABLES
Table 1: Scoring key for overall satisfaction ranking 18
Table 2: Ranking of global AMS outsourcing vendors by overall satisfaction 18
Table 3: Scoring key for performance criteria questions 27
Table 4: Scores of global AMS outsourcing vendors by different performance criteria 27
Table 5: Ranking of global AMS outsourcing vendors by requirements awareness 28
Table 6: Ranking of global AMS outsourcing vendors by shared goals 29
Table 7: Ranking of global AMS outsourcing vendors by financial benefits 30
Table 8: Ranking of global AMS outsourcing vendors by risk mitigation 31
Table 9: Ranking of global AMS outsourcing vendors by partnership approach 32
Table 10: Ranking of global AMS outsourcing vendors by problem resolution 33
Table 11: Ranking of global AMS outsourcing vendors by corporate reputation 34
Table 12: Ranking of global AMS outsourcing vendors by skills and resources 35
Table 13: Ranking of global AMS outsourcing vendors by future orientation 36
Table 14: Overview of global AMS outsourcing contract activity, H1 2008–H2 2010 38
Table 15: Global AMS outsourcing, number of deals by industry, H1 2008–H2 2010 52
Table 16: Global AMS outsourcing, deals (%) by industry, H1 2008–H2 2010 53
Table 17: Global AMS outsourcing, TCV ($m) by industry, H1 2008–H2 2010 59
Table 18: Global AMS outsourcing, TCV (%) by industry, H1 2008–H2 2010 60
Table 19: Global AMS outsourcing, number of deals by signing region, H1 2008–H2 2010 66
Table 20: Global AMS outsourcing, deals (%) by signing region, H1 2008–H2 2010 67
Table 21: Global AMS outsourcing, TCV ($m) by region, H1 2008–H2 2010 70
Table 22: Global AMS outsourcing, TCV (%) by region, H1 2008–H2 2010 71
Table 23: Global AMS outsourcing, number of contracts by vendor, H1 2008–H2 2010 75
Table 24: Global AMS outsourcing, contracts (%) by vendor, H1 2008–H2 2010 76
Table 25: Global AMS outsourcing, TCV ($m) by vendor, H1 2008–H2 2010 81
Table 26: Global AMS outsourcing, TCV (%) by vendor, H1 2008–H2 2010 82
Table 27: Accenture: revenue breakdown ($m), 2009–10 91
Table 28: Accenture: services and solutions 92
Table 29: Accenture: key facts 93
Table 30: Atos Origin: revenue breakdown (€m), 2009–10 96
Table 31: Atos Origin: services and solutions 96
Table 32: Atos Origin: key facts 97
Table 33: Capgemini: revenue breakdown (€m), 2009–10 99
Table 34: Capgemini: services and solutions 100
Table 35: Capgemini: key facts 100
Table 36: CSC: revenue breakdown ($m), 2009–10 103
Table 37: CSC: services and solutions 103
Table 38: CSC: key facts 104
Table 39: Dell: revenue breakdown ($m), 2009–10 106
Table 40: Dell: service and solutions (1) 107
Table 41: Dell: service and solutions (2) 108
Table 42: Dell: key facts 108
Table 43: Fujitsu: services and solutions 111
Table 44: Fujitsu: key facts 112
Table 45: HP: revenue breakdown ($m), 2009–10 114
Table 46: HP: services and solutions 115
Table 47: HP: key facts 116
Table 48: iGATE: revenue breakdown ($m), 2009–10 119
Table 49: iGATE: services and solutions 119
Table 50: iGATE: key facts 120
Table 51: IBM: revenue breakdown ($m), 2009–10 122
Table 52: IBM: services and solutions 122
Table 53: IBM: key facts 123
Table 54: Infosys: revenue breakdown (INRm), 2009–10 125
Table 55: Infosys: services and solutions 126
Table 56: Infosys: key facts 126
Table 57: NIIT: revenue breakdown (INRbn), 2009–10 129
Table 58: NIIT: services and solutions 129
Table 59: NIIT: key facts 130
Table 60: Siemens IT Solutions and Services: revenue breakdown ($m), 2009–10 133
Table 61: Siemens IT Solutions and Services: services and solutions 133
Table 62: Siemens IT Solutions and Services: key facts 134
Table 63: T-Systems: revenue breakdown (€bn), 2009–10 135
Table 64: T-Systems: services and solutions 136
Table 65: T-Systems: key facts 136
Table 66: TCS: revenue breakdown (INRm), 2009–10 139
Table 67: TCS: services and solutions 140
Table 68: TCS: key facts 140
Table 69: Vertex: services and solutions 143
Table 70: Vertex: key facts 143
Table 71: Wipro: revenue breakdown (INRm), 2009–10 146
Table 72: Wipro: services and solutions 147
Table 73: Wipro: key facts 148



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