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Information Technology Services - Global Outlook Description:

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.

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Contents:

INFORMATION TECHNOLOGY SERVICES A GLOBAL OUTLOOK, JANUARY 2012

CONTENTS

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 & 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 & 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 & 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 & 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 & 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 & 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 & 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 & AFRICA 115 6a. QATAR 116 6b. UNITED ARAB EMIRATES 116

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