IT outsourcing customers are signing more deals than ever before, but for less total value.
The total annual contract value for deals signed fell 8 percent from $14.7 billion in 2012 to $13.5 billion in 2013, according to year-end analysis by outsourcing advisory firm Information Services Group (ISG).
"Clients are opting for the flexibility of smaller and shorter deals with more providers and are willing to take on the additional management and governance responsibilities that come with that model." — Kathy Rudy, ISG
That marks the fourth year of decline in contract values. Meanwhile the number of agreements signed continued to rise from 622 in 2010 to 793 last year, according to ISG. There were more than 1,000 small deals — those in the $5 to $39 million-dollar range — done in 2013 compared to 673 in 2008, ISG says.
The average amount spend per company has decreased by $6 million, and that's not just because IT services cost less today. "Part of it is cheaper prices," says ISG partner Kathy Rudy. "But the real key is that clients are focused on providers that can provide solutions that meet specific needs and are willing to go to multiple suppliers that can fill those needs in an optimal way, as opposed to taking a one-size-fits-all approach where a service provider is better in some areas than others."
But while customers are willing to take on multi-sourcing management, not all are necessarily able. "It's a mixed bag," says ISG partner Lois Coatney. "One key challenge is getting a lot of different suppliers with different agendas to collaborate on behalf of the client." Companies must invest in the appropriate people and mechanisms to manage their suppliers long term.
Bigger Deals Aren't Better for IT Outsourcing Customers
Large, single-sourced deals just don't work in today dynamic business environment. "Clients are seeing the impact that cloud and labor automation are having and they don't want to a big, long-term deal that locks them into a static solution that's going to become obsolete," Rudy says.
"Clients are opting for the flexibility of smaller and shorter deals with more providers and are willing to take on the additional management and governance responsibilities that come with that model," Rudy says.
Infrastructure outsourcing in particular was the biggest contributor to the decrease in contract values while network services and application development and maintenance (ADM) work increased slightly both in terms of deal values and counts.
The strength in application services is part of an overall shift in their outsourced models, according to ISG partner Steve Hall. "ADM deals are finally transforming to managed services versus staff augmentation or project-based deals," Hall says. "The operating models have matured, which has led to larger application maintenance sourcing deals with a higher annual contract values."
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