2010 Leading Providers of Desktop Management Outsourcing

Report Summary

The global desktop management outsourcing market showed positive signs in 2010, following a weak performance during 2006–09. However, the market's aggregate total contract value and number of contracts in 2010 are yet to cross the 2006 levels.Results of the world's largest primary research project on customer satisfaction with outsourced desktop management service provision.Analysis of activity by region, industry and service type in the global desktop management outsourcing market.Majority of the respondents in the 2010 Black Book of Outsourcing customer satisfaction survey were satisfied with the services provided by desktop management outsourcing vendors.The list of desktop management outsourcing service providers compiled using the 2010 Black Book of Outsourcing customer satisfaction survey is led by leading players in the IT industry. Entities and companies in the central/federal governments, manufacturing and technology industries are major clients for desktop management service providers.Which providers of desktop management outsourcing services received the highest levels of customer satisfaction?Which factors do clients consider most important when assessing satisfaction with outsourced desktop management service delivery?

Table Of Contents

Executive Summary
Problem resolution is the most important of the nine performance criteria
Prominent players dominate the customer satisfaction ranking
A market for small- and medium-term contracts
Leading players consistently won contracts
Cost cutting driving demand
Centralized sourcing and consolidation of IT assets by central/federal governments

OVERVIEW
Introduction
Summary
Methodology
Satisfaction criteria
Questionnaire design

SURVEY FINDINGS 2010: OVERALL SATISFACTION
Introduction
Overall satisfaction
Outsourcing works: 73.6% of respondents are satisfied or very satisfied
The survey successfully captures the views of service users
The surveyed population was global
Client organizations of all sizes were represented in the survey
The survey responses were divided across multiple industry sectors
5-Step quality assurance procedure

SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
Problem resolution is the most important of the nine performance criteria
Requirements awareness
Shared goals
Financial benefits
Risk mitigation
Partnership approach
Problem resolution
Corporate reputation
Skills and resources
Future orientation

GLOBAL DESKTOP MANAGEMENT OUTSOURCING CONTRACT ACTIVITY
Introduction
2009 was a year of many smaller deals
Not a single mega deal signed in 2009
2010 desktop management outsourcing activity increased markedly in value
A market for small and medium-term contracts
Public sector dominated desktop management outsourcing contract activity in 2010
Manufacturing and services sectors consistently outsourced desktop management services
Within the public sector, defense and local government contracts declined
Top five sectors by TCV in 2010 awarded all the mega deals in that year
Retail, energy and utilities, media, and insurance sectors reported their highest TCV in 2007
Two industries in the private sector contributed more than 10% to the ACV in 2010
Most sectors' ACV in 2010 was lower than 2006
Advanced economies dominated desktop management outsourcing market in 2010
The US, the UK, Australia and Finland accounted for over 57% of all contracts awarded in each year
One developing nation made it to the top five countries by TCV in 2010
The US and the UK accounted for a majority of TCV
Fujitsu and IBM won double-digit contracts in 2010
Three US vendors were among the top five players in each year through 2006–10
The top 10 players by TCV in 2010 was dominated by the US vendors
Top five players in 2010 won contracts in all the years during 2006–10
Several vendors won their first contract in 2010
Lack of short-term contracts made IBM the fifth player by ACV in 2010
Leading players by TCV continue to dominate by ACV

MARKET TRENDS
Definition
End-user adoption indicate that markets will remain resilient
Desktop management moving to cloud
Virtualization in desktop management
Pressure to reduce spending on large-scale ILO projects is driving demand
Flexible working patterns call for specific desktop management solutions
Huge cross sell and up sell opportunities in desktop management
Centralized sourcing and consolidation of IT assets among central/federal governments

VENDOR PROFILES
Introduction

ATOS ORIGIN
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments

CAPGEMINI
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments

CRITIGEN
Business description
Clients
Major services and solutions
Key facts
Recent developments

CSC
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments

DELL
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments

FUJITSU
Business description
Clients
Major services and solutions
Key facts
Recent developments

GETRONICS
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments

HP
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments

IBM
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments

SIEMENS IT SOLUTIONS AND SERVICES
Business description
Clients
Major services and solutions
Key facts
Recent developments

T-SYSTEMS
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments

TCS
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments

Appendix
Methodology
Further reading
Ask the analyst
Disclaimer