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Global Information Technology Services Industry

  • January 2012
  • -
  • Global Industry Analysts

The global outlook series on Information Technology Services provides a collection of statistical anecdotes, market briefs, and concise summaries of research findings. The report offers a rudimentary overview of the industry, and details trends such as, the emergence of SaaS model, growing popularity of Green IT and cloud IT services, shift towards offshoring, and continued consolidation in the service provider market, among others. Key insights are provided for IT service segments such as computer programming services, custom software development services, IT consulting services, IT education and training services, hardware maintenance services, IT support services, and IT outsourcing services. The report identifies and discusses key regional markets, such as, the US, Japan, Europe , Asia-Pacific, Latin America and Middle East. Also included is an indexed, easy-to-refer, fact-finder directory listing the addresses, and contact details of 529 major companies worldwide.

Table Of Contents

Global Information Technology Services Industry



1. GLOBAL MARKET OVERVIEW 1
Information Technology Services: A Prelude 1
Market Trail 1
Recovery in IT Services Spending 1
Current Scenario 1
Table 1: World Recent Past, Current and Future Analysis for
Information Technology (IT) Services by Geographic Region -
North America, Europe, Asia-Pacific (including Japan) and
Rest of World Markets Independently Analyzed with Annual
Revenue Figures in US$ Billion for the Years 2010 through
2015 2

Table 2: World 5-Year Perspective for Information Technology
(IT) Services by Geographic Region - Percentage Breakdown of
Revenues for North America, Europe, Asia-Pacific (Including
Japan) and Rest of World Markets for Years 2011 and 2015 3

Table 3: World Recent Past, Current and Future Analysis for
Information Technology (IT) Services by Service Segment -
Data Processing and Outsourcing, and Consulting and Others
Markets Independently Analyzed with Annual Revenue Figures
in US$ Billion for the Years 2010 through 2015 4

Table 4: World 5-Year Perspective for Information Technology
(IT) Services by Service Segments - Percentage Breakdown of
Revenues for Data Processing and Outsourcing and Consulting
and Others for Years 2011 and 2015 5
A Glance at the Past 5
ICT Market Thrives in Emerging Markets 5
Evolution of SaaS Module 6
Cloud Computing - On Cloud Nine 6
Cloud Computing - The future of IT Sector 6
Table 5: Global Cloud Computing Services Market by
Region/Country (2010): Percentage Share Breakdown of
Revenues for US, Western Europe, Japan, and Others 7
Implications of Cloud Technology on Services and Outsourcing
Markets 7
Trends Driving Future of IT Industry 8
Globalization Influences IT Service Delivery 8
The Influence of Consumerization 8
Increased Usage of Virtualized Infrastructures 8
Growing Prominence of Server-Centric Approach 8
Rising Significance of Social Computing 8
Focus Shifts to Personalized Web Content 9
New Computing Technologies Make Presence in Enterprises 9
Advanced Business Analytics Find Acceptance 9
Growing Usage of Video-Enabled Processes 9
Other Major Trends 9
IT Aids Healthcare Market 10
All Hopes Pinned On Green IT Services 10
IT Professional Services Industry Banks on Global Sourcing
Model for Growth 11
Global Outsourcing Trends 11
Shift Towards Offshoring 12
Quality of Service: A Crucible of Success 12
Perennial Shortage of Skilled Workforce Plagues the Industry 12
Industry Structure 13
Competitive Landscape 13
Table 6: Leading Global IT Service Companies (2010):
Percentage Share Breakdown of Revenues for IBM,
Hewlett-Packard, Fujitsu, Accenture, CSC, and Others 14

2. TECHNOLOGY/SERVICE OVERVIEW 15
Information Technology Services: A Definition 15
History and Evolution 15
Research and Technology 17
Types of IT Services 17
Computer Programming Services 17
Custom Software Development Services 18
Systems Development 19
IT Consulting Services 19
IT Education and Training Services 19
Hardware Maintenance Services 19
Computer Repair Services 20
Software Repair Services 20
Hardware Repair Services 20
Computer Peripheral Installations 21
Computer Peripherals 21
IT Support Services 21
(i) Systems Support 21
(ii) Desktop Services 21
(iii) Disaster Recovery 21
Business Continuity Plan 22
Disaster Recovery Strategies 22
Data Replication Technology 23
Custom Applications Used in Disaster Recovery Planning 23
Types of Disaster Recovery Teams 23
Disaster Management Team 24
Communications Team 24
Computer Recovery Team 24
System Recovery Team 24
Network Recovery Team 24
Storage Recovery Team 24
Application Recovery Team 24
Data Management Team 24
Vendor Contact Team 25
Damage Assessment and Salvage Team 25
Business Interface Team 25
Logistics Team 25
DR Services through Call Centers 25
IT Outsourcing Services 25
Types of Outsourcing 26
(i) Infrastructure-led Outsourcing 26
(ii) Application-led Outsourcing 26
(iii) Business Process Outsourcing (BPO) 27
Benefits of Outsourcing 27
Operational Skill 27
Medium for Shift 27
Cost Savings 27
Knowledge 27
Staffing Problems 28
Cost Streamlining 28
Commodification 28
Quality Improvement 28
Decreases Time to Market 28
Venture Capital 28
Contract 28
Risk Management 28
Issues Concerning Outsourcing 28
Public Viewpoint 28
Language Proficiency 29
Human Resources Turnover 29
Company Awareness 29
Outsourcers' Qualification Parameters 29
Productivity 29
Security 30
Fraud 30

3. STRATEGIC CORPORATE DEVELOPMENTS 31

4. PRODUCT/SERVICE LAUNCHES 66


A REGIONAL MARKET PERSPECTIVE 75

1. THE UNITED STATES 75
Market Overview 75
Healthcare IT Spending Recovers 75
Federal Spending to Drive IT Market 76

2. JAPAN 76
Overview 76
Cloud Computing-The Latest Buzz 76

3. EUROPE 77
Market Overview 77
Table 7: European Recent Past, Current and Future Analysis for
Information Technology (IT) Services by Geographic Region -
France, Germany, Italy, UK, and Rest of Europe Markets
Independently Analyzed with Annual Revenue Figures in US$
Billion for the Years 2010 through 2015 78

Table 8: European 5-Year Perspective for Information
Technology (IT) Services by Geographic Region - Percentage
Breakdown of Revenues for France, Germany, Italy, UK, and
Rest of Europe Markets for Years 2011 and 2015 79
IT Services Market by Segment 79
Table 9: European IT Services Market by Segment (2009):
Percentage Share Breakdown of Revenues for Project Services,
Outsourcing Services, and Hardware Maintenance 80
Trends and Issues 80
Outsourcing to Drive Growth in IT Services Market 80
SME Market - The New Horizon 80
Shortage of Skilled Professionals Leads to Subcontracting 80
Pricing Pressure 81
Rapid Development of Nearshore Providers 81
Growing Use of Open Source Software 81
Challenges in IT and Software Services Market 81
Western Europe IT Services Market - An Overview 81
Eastern Europe - A Promising Destination for IT Services 82
Demand for IT Services in Nordic Region 82
Table 10: Nordic IT Services Market (2011E): Percentage
Breakdown of IT Spending by Country- Sweden, Denmark, Finland
and Norway 82

Table 11: Nordic IT Services Market (2011E): Percentage
Breakdown of IT Spending by Sector System Integration,
Infrastructure Outsourcing, IT Consulting, Hardware
Maintenance and Others 83

Table 12: Leading Players in the Nordic IT Services Market
(2009): Percentage Share Breakdown of Sales for IBM, Tieto,
Logica, HP, EDB, CSC, and Others 83
Growing Influence of Offshore Companies 83
Competitive Scenario 84
Table 13: Leading Players in the Western Europe Professional
IT Services Market (2010): Percentage Share Breakdown of
Revenues for IBM, Capgemini, HP, Accenture, Atos Origin,
T-Systems, and Others 84
Growing Presence of Indian IT Services Providers in EU 84

3a. BELGIUM 85
Market Overview 85
Competitive Landscape 85

3b. CZECH REPUBLIC 86
IT Services Market - Overview 86

3c. DENMARK 87

3d. FRANCE 88
Market Overview 88
Outsourcing Services 88
Project Services 88
Competitive Landscape 88

3e. GERMANY 89
Market Overview 89
Table 14: German IT Industry (2011): Percentage Share
Breakdown of Revenues by Sector - IT Services, IT Equipment,
and Software 89
Outsourcing Services 89
Growing Demand for Cloud Computing 89
Competitive Landscape 90

3f. HUNGARY 91
Market Overview 91
IT Services Sector - Segment Review 91
IT Outsourcing Services 92

3g. ITALY 92

3h. THE NETHERLANDS 93
Market Overview 93
Competitive Landscape 93

3i. POLAND 94

3j. ROMANIA 94

3k. RUSSIA 95
Market Overview 95
Cloud Computing Gets Mixed Response 95
IT Outsourcing Gaining Ground 95
Competitive Landscape 96

3l. SPAIN 96
Market Overview 96
Competitive Landscape 96

3m. SWEDEN 97

3n. UKRAINE 97

3o. THE UNITED KINGDOM 98
Market Overview 98
Current and Future Trends 98
Decline in Public Sector Hurts IT Service Vendors 98
Government Offshoring Continues to Grow 98
SMEs to Drive IT Services Revenue 99
Competitive Landscape 99

4. ASIA-PACIFIC 100
Market Overview 100
Trends Affecting the IT Market Growth 100
Retail Small and Medium Scale Businesses to Increase IT Service
Spending 101

4a. AUSTRALIA 102
Market Overview 102
IT Outsourcing Services Market 102
A Peek into Australian Outsourcing Industry 103

4b. CHINA 104
Market Overview 104
Hong Kong 104

4c. INDIA 105
Market Overview 105
IT Services Market - On the Road to Recovery 105
Key Trends in IT Services and ITeS Industry 105
India Stands to Gain from Cost Cutting Measures 106
IT Outsourcing Market in India 106
Origin and Development 106
Outsourcing Industry Eyes Emerging Markets 107
Challenges Facing IT Outsourcing Market 107
Indian IT-BPO Industry 108
The Indian Advantage 108
Strengths of the Indian IT-BPO Sector 108
Robust Fundamentals 108
Enabling Business Environment 109
Improved Capacity to Deliver Value 109
Role of Government 109
Role of Academia 109

4d. KOREA 110
Market Trends 110
Need For Enterprise Integration System 110
Project Service Market Buoyed by Next- Generation Finance
Projects 110
Enhanced Outsourcing Service Model 110
Public and Government Sector - A Key End Market 111

4e. PHILIPPINES 111
Philippines IT Services Market - A Review 111
Drivers of Growth 111

4f. TAIWAN 111

4g. SINGAPORE 112
Strong Economic Growth to Drive IT Spending 112

5. LATIN AMERICA 112
IT Industry Booming in Latin America 112
Future Trends for IT Industry 112

5a. ARGENTINA 113

5b. BRAZIL 113
Market Overview 113
Emerging as Latin America's IT Services Hub 113

5c. MEXICO 114
Market Overview 114
IT Outsourcing - A Special Focus 114
Key Trends in IT Outsourcing 114
Selective Outsourcing 114
Business Process Outsourcing (BPO) 115
Virtualization 115

6. MIDDLE EAST and AFRICA 115

6a. QATAR 116

6b. UNITED ARAB EMIRATES 116


GLOBAL DIRECTORY

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