Fourth Quarter and Full Year 2013 Global ISG Outsourcing Index
 

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The ISG Outsourcing Index (formerly the TPI Index) provides a quarterly review of the latest sourcing industry data and trends for clients, service providers, analysts and the media. For more than a ...

The ISG Outsourcing Index (formerly the TPI Index) provides a quarterly review of the latest sourcing industry data and trends for clients, service providers, analysts and the media. For more than a decade, it has been the authoritative source for marketplace intelligence related to outsourcing transaction structures and terms, industry adoption, geographic prevalence and service provider performance.

The global outsourcing market is constantly evolving. Keep pace with the change and capitalize on the latest trends with the ISG Outsourcing Index.

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Fourth Quarter and Full Year 2013 Global ISG Outsourcing Index Presentation Transcript

  • 1. The Global ISG Outsourcing Index Market Data and Insights Fourth Quarter and Full Year 2013 Hosted by: Moshe Katri, Cowen and Company 16 January 2014
  • 2. 2 Welcome to the 45th Quarterly Outsourcing Index Review Covering the state of the outsourcing industry for global, commercial contracts.* John Keppel Dr. David Howie Partner & President Partner Esteban Herrera Partner © 2014 Information Services Group, Inc. All Rights Reserved isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase®
  • 3. 3 At a Glance Scorecard © 2014 Information Services Group, Inc. All Rights Reserved isg-one.com Global Market New Scope Restructurings Mega-relationships ITO BPO Americas EMEA Asia Pacific 4Q13 ACV ($B)* $ $ $ $ $ $ $ $ $ 4Q Y/Y Change 4Q Q/Q Change 4.6 3.0 1.7 0.5 3.7 0.9 1.5 2.7 -12% -16% -5% -52% 8% -50% -23% -5% -17% -5% -32% -58% -12% -32% -17% -21% 0.5 -10% 15% *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® 2013 ACV ($B)* $ $ $ $ $ $ $ $ $ Y/Y Change 2013 Counts Y/Y Change 18.7 11.2 7.5 3.7 13.5 5.2 6.5 10.2 -18% -27% -2% -38% -8% -37% -26% -6% 1,155 798 357 24 790 365 442 587 2% -5% 22% -31% 8% -9% -10% 18% 1.9 -40% 126 -11%
  • 4. 4 Broader Market Contract Award Trends Fourth-quarter ACV was down 12% Y/Y and 17% Q/Q. For the full year, ACV was down 18% from 2012; however, contract counts ticked up 2% over 2012. Broader Market 4Q and Full-Year ACV ($B)* 1Q to 3Q ACV $16.2 $17.1 $3.9 $15.2 $16.6 $5.3 $4.1 $5.8 $12.3 $11.8 $11.1 2004 05 06 $18.2 4Q ACV $20.6 $22.0 $22.9 $5.6 $6.6 $5.3 $22.0 $4.6 $6.9 $10.8 $13.6 $13.7 $16.4 $15.4 $17.6 07 08 09 10 11 12 $18.7 $4.6 $14.1 2013 Broader Market 4Q and Full-Year Contracting Counts 1Q to 3Q Counts 4Q Counts 1,182 972 774 562 611 617 154 157 176 153 421 405 435 464 579 05 06 07 08 575 © 2014 Information Services Group, Inc. All Rights Reserved 2004 288 988 684 741 09 10 isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® 1,155 300 273 309 882 859 846 11 12 247 195 1,132 2013
  • 5. 5 Broader Market Contract Trends by Deal Size 2013 saw the continued dominance of contracting in the smallest ACV bands, and average deal size trended down across all bands. Comparing Broader Market Contracting Awards ($B)* Grouping in ACV Contract Size Bands $5-39M ACV($B)* $40-99M $100M + Contract Counts Average Contract Size 1,063 $14 $13 $11 $55 $57 $55 $179 $185 $11.3 60% $8.5 673 $6.6 482 $4.0 $3.1 $3.8 20% $153 70 $6.5 © 2014 Information Services Group, Inc. All Rights Reserved $5.7 $3.7 20% 2004 2008 2013 57 36 2004 68 31 24 2008 2013 isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® 2004 2008 2013
  • 6. 6 Broader Market New Scope & Restructuring Trends New Scope ACV dipped 27% from 2012, while Restructuring ACV held steady. Restructuring counts rose 22% from 2012, but New Scope awards continued down. New Scope 4Q and Full-Year ACV ($B)* 1Q to 3Q ACV $13.5 $13.6 $12.8 $12.6 $3.0 $10.1 $3.7 $4.8 $3.2 4Q ACV 1Q to 3Q ACV 2004 $8.9 05 $5.4 $3.8 $4.1 $3.5 $11.2 $7.0 $11.3 $10.2 $11.8 $8.6 $10.4 $10.5 $8.3 06 07 09 10 11 12 2013 $3.3 $0.9 $2.5 2004 New Scope 4Q and Full-Year Counts 1Q to 3Q Counts 472 © 2014 Information Services Group, Inc. All Rights Reserved isg-one.com 446 123 126 491 516 143 129 623 753 234 234 $4.5 $5.1 $4.6 $1.0 $3.1 $3.0 $4.1 $1.0 $2.1 05 06 07 $1.6 349 320 348 387 05 06 07 08 652 588 466 2004 10 11 $2.5 $1.8 $1.7 $1.5 $3.2 $3.2 $5.1 $5.2 $5.9 $5.8 08 09 10 11 12 2013 4Q Counts 357 103 116 120 31 72 09 $1.4 210 661 $1.8 187 184 569 $7.5 798 157 540 $4.6 1Q to 3Q Counts 839 $7.6 Restructuring 4Q and Full-Year Counts 4Q Counts 895 774 $7.7 $6.9 $3.0 08 4Q ACV $16.0 $15.1 $14.3 $15.3 $3.1 $9.8 Restructuring 4Q and Full-Year ACV ($B)* 12 2013 31 85 33 87 2004 05 06 *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® 101 151 24 77 38 113 07 08 198 54 144 09 235 63 172 10 287 293 66 86 221 207 258 11 12 99 2013
  • 7. 7 Broader Market Industry Trends Manufacturing stood out, with ACV off $2B+ from its prior 5-year average. Yet Energy and Travel, Transport & Leisure performed close to their prior 5-year highs. Broader Market 5 Prior Year ACV ($B)* by Industry Range of Prior 5 Years Avg of 5 Prior Years 2012 2013 $7 $6 $5.33 $5 $4 $3.48 $3 $2.59 $2.23 $2 $2.03 $1.41 $1 $1.01 $0.64 © 2014 Information Services Group, Inc. All Rights Reserved $Manufacturing Financial Services Telecom & Media Energy Travel, Transport, Leisure isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® Healthcare & Pharma Business Services Retail
  • 8. 8 ITO Contract Award Trends 4Q ITO ACV was up 8% Y/Y, yet 2013 ITO ACV was down 8% from 2012. ITO contracting counts continued to rise, up 8% over 2012 counts. ITO 4Q and Full-Year ACV ($B) and Contract Counts* 1Q to 3Q ACV 4Q ACV Full-Year Counts 790 741 729 $16.9 $4.7 $15.0 $14.7 $13.5 $4.7 $3.4 $3.7 650 622 $14.8 365 $10.6 $2.6 $3.3 $3.0 $4.0 $3.0 $8.0 $8.5 $7.9 $7.7 $9.2 $9.8 $12.3 $10.3 $11.3 $9.8 2004 05 06 07 08 09 10 11 12 2013 ITO ACV ($B)* by Function 2012 $5.0 ITO Full-Year ACV ($B)* by Industry 2012 2013 2013 Manufacturing ADM $5.2 $3.5 $3.98 $1.41 Energy $1.61 Business Services ADM + Infrastructure isg-one.com Financial Services Telecom & Media Infrastructure © 2014 Information Services Group, Inc. All Rights Reserved $2.65 $2.4 $0.80 Travel, Transport, Leisure $1.63 Healthcare & Pharma Network Services $2.5 $- $2 $1.01 Retail $4 $6 *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® $0.42 $- $1 $2 $3 $4 $5
  • 9. 9 BPO Contract Award Trends 4Q and full-year BPO ACV were down substantially Y/Y on the lack of large contract awards. BPO 4Q and Full-Year ACV ($B) and Contract Counts* 1Q to 3Q ACV 4Q ACV Full-Year Counts 322 441 366 210 $5.6 $1.2 $5.8 $1.9 $4.3 $3.3 05 © 2014 Information Services Group, Inc. All Rights Reserved isg-one.com $3.9 $4.2 $5.1 07 08 09 10 11 12 2012 $1.40 $1.35 Manufacturing $0.24 $0.83 Telecom & Media $0.96 $0.91 $0.5 $1.18 Energy $0.61 Business Services $0.21 Healthcare & Pharma $0.40 Travel, Transport, Leisure $0.39 Retail $1.0 $1.5 2013 2013 Financial Services $0.13 $0.07 $0.05 $4.3 BPO Full-Year ACV ($B)* by Industries 2013 $0.60 $0.40 $5.2 $0.9 $4.4 $0.43 $- $0.9 $6.4 BPO Full-Year ACV ($B)* by Function Facilities Mgmt Industry-Specific R&D/KPO Contact Centers Multi-Process F&A HRO Document Mgmt Procurement Supply Chain Mgmt $1.9 $1.9 $3.0 06 2012 $1.9 $8.2 $7.0 $5.1 365 $1.9 $1.1 $3.2 2004 $1.6 403 $2.0 *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® $0.21 $- $0.5 $1.0 $1.5 $2.0 $2.5 $3.0
  • 10. 10 2013 Top 20 Outsourcing Service Providers by Scope 80% of providers who lead in both ITO and BPO were repeat performers from 2012. Leaders in both ITO and BPO Accenture Atos Capgemini Cognizant HCL IBM Infosys TCS Wipro ITO Only © 2014 Information Services Group, Inc. All Rights Reserved isg-one.com BPO Only AT&T BT CSC Dell EVRY HP iGATE Tech Mahindra T-Systems Virtusa Xerox Aditya Birla Minacs Allscripts Healthcare Aon Hewitt Atento Capita CGI CSG Limited Genpact Interserve StarTek WNS Note: Service providers in alphabetical order; no rankings implied. *Contractsbased on 2013$5McommercialISG Contracts Knowledgebase® Placements with ACV ≥ ACV from the contract awards sourced from ISG Contracts Knowledgebase ®.
  • 11. 11 Americas Contract Award Trends 4Q ACV was down moderately Y/Y and Q/Q. For 2013, ACV fell more than 25% from 2012, as contract counts continued down, off 10% from last year. Americas 4Q and Full-Year ACV ($B)* 1Q to 3Q ACV $8.3 $7.6 $7.5 $7.1 $6.8 $6.2 $1.8 $1.5 $2.0 $5.7 $5.5 $5.8 2004 05 06 $2.7 $2.2 $8.8 $8.1 $1.1 $2.3 $8.8 $1.9 $4.1 $4.4 07 $6.1 08 09 $7.7 $5.8 $6.9 11 10 $6.5 $1.5 $1.8 Americas 4Q and Full-Year Counts 1Q to 3Q Counts 4Q ACV 12 $5.0 2013 Americas Full-Year Segment Details ACV ($B)* 4Q Counts Range of Prior 5 Years Avg of 5 Prior Years 2012 2013 $8 517 414 241 61 © 2014 Information Services Group, Inc. All Rights Reserved 252 273 65 75 180 187 198 273 72 201 332 116 431 82 87 298 349 493 137 109 442 115 380 384 327 245 $6 $4 $4.1 $3.8 $2.7 $2 $2.4 $0 2004 05 06 07 08 09 10 11 12 2013 isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® New Scope Restructuring ITO BPO
  • 12. 12 Americas Contract Award Trends Detail U.S. ACV was down about 25% from 2012. Drops in the Manufacturing and Financial Services sectors contributed most to the decline. Americas Industries Full-Year ACV ($B)* Americas Sub-regions 5 Prior Years ACV ($B)* Range of Prior 5 Years Avg of 5 Prior Years 2012 2013 2012 2013 $8 Manufacturing $7 Financial Services $1.33 Telecom & Media $1.24 $1.43 $0.6 $6 $5.78 $0.5 $5 Healthcare & Pharma $0.4 $4 $0.89 Business Services $3 Retail $0.26 $0.2 $2 $0.39 $0.20 $0.15 $1 © 2014 Information Services Group, Inc. All Rights Reserved $0.38 $0.3 Energy $- $0.59 $0.1 $- $0.16 U.S. Travel, Transport, Leisure Canada Brazil Mexico Other LatAm isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® $0.29 $- $1 $2 $3 $4
  • 13. 13 EMEA Contract Award Trends ACV for fourth-quarter and full-year ACV was down slightly Y/Y, yet contract counts continued to climb, up almost 18% from 2012. EMEA 4Q and Full-Year ACV ($B)* 1Q to 3Q ACV $9.9 $8.1 $7.2 $6.1 $2.6 $2.1 $7.3 $5.6 2004 05 $8.0 $4.2 $5.1 06 07 08 EMEA 4Q and Full-Year Counts 1Q to 3Q Counts 251 68 © 2014 Information Services Group, Inc. All Rights Reserved 253 74 183 179 265 263 81 63 184 200 76 272 135 296 $10.9 $10.2 $3.4 $3.8 $2.8 $2.7 $7.6 $8.1 $8.1 $7.5 10 11 12 2013 $4.0 442 587 498 138 134 397 364 420 129 313 $5.7 09 Range of Prior 5 Years $10 535 348 $11.9 EMEA Full-Year Segment Details ACV ($B)* 4Q Counts 431 $9.7 $11.0 $2.3 $1.9 $5.1 $1.9 4Q ACV 167 Avg of 5 Prior Years $8 $6 $4 2012 $7.8 $5.8 $4.4 $2.4 $2 $0 2004 05 06 07 08 09 10 11 12 2013 isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® 2013 New Scope Restructuring ITO BPO
  • 14. 14 EMEA Contract Award Trends Detail Most markets in EMEA were flat in 2013. However, U.K. ACV was down 30% Y/Y despite a 13% increase in contract counts. EMEA Industries Full-Year ACV ($B)* EMEA Sub-regions 5 Prior Years ACV ($B)* Range of Prior 5 Years Avg of 5 Prior Years 2012 2012 2013 $5.5 Financial Services 2013 $3.4 $5.0 Manufacturing $4.5 $4.0 $3.5 $1.8 Telecom & Media $1.1 $3.31 Energy $2.5 $2.0 $2.01 $1.4 Travel, Transport, Leisure $3.0 $1.4 $1.74 $1.5 Business Services $1.0 $0.88 $0.5 © 2014 Information Services Group, Inc. All Rights Reserved $0.6 $1.13 $0.51 $0.44 Retail $0.2 Healthcare & Pharma $0.4 $0.20 $U.K. & Ireland DACH Nordics Benelux France Southern Africa & E. Europe Europe Middle & Russia East isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® $- $1 $2 $3 $4 $5
  • 15. 15 Asia Pacific Contract Award Trends 4Q ACV was down moderately Y/Y. For 2013, ACV dropped substantially from 2012, and contract counts dipped more than 10%. Asia Pacific 4Q and Full-Year ACV ($B)* 1Q to 3Q ACV $0.3 $0.7 2004 $1.6 $1.2 05 06 $1.3 07 08 Asia Pacific 4Q and Full-Year Counts 1Q to 3Q Counts 127 83 25 73 57 18 © 2014 Information Services Group, Inc. All Rights Reserved 58 39 20 53 81 18 94 37 25 $0.5 $2.0 10 141 05 06 07 09 12 Avg of 5 Prior Years 27 105 11 111 99 12 2013 2012 2013 $2 $1.60 $1.59 79 10 $1.4 126 30 $1 62 08 11 $0.5 $3 2013 isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® $0.34 $0.31 $0 2004 $1.5 $1.1 09 $1.9 $2.7 Range of Prior 5 Years 36 32 90 63 115 $2.1 Asia Pacific Full-Year Segment Details ACV ($B)* 4Q Counts 130 $0.6 $2.2 $1.1 $0.6 $0.9 $0.3 $0.7 $1.6 $2.1 $0.8 $1.5 $1.5 $3.2 $2.6 $2.5 $1.9 4Q ACV New Scope Restructuring ITO BPO
  • 16. 16 Asia Pacific Contract Award Trends Detail Several of the largest markets in Asia Pacific suffered declines in 2013, notably India, Australia-New Zealand and the Media & Telecom sectors. Asia Pacific Industries Full Year ACV ($B)* Asia Pacific Sub-regions 5 Prior Years ACV ($B)* Range of Prior 5 Years Avg of 5 Prior Years 2012 2013 2012 2013 $1.6 Telecom & Media $0.22 Manufacturing $0.28 $1.4 $1.2 Financial Services $0.65 $1.0 Business Services $0.07 $0.8 $0.6 $0.4 Travel, Transport, Leisure $0.62 Energy $0.40 $0.2 Retail $0.19 $0.03 $India and South Asia ANZ Greater China $0.22 $0.38 $0.33 © 2014 Information Services Group, Inc. All Rights Reserved $0.32 ASEAN Japan $0.03 Healthcare & Pharma $0.16 South Korea isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® $- $0.5 $1.0 $1.5
  • 17. 17 2013 Top 20 Outsourcing Service Providers by Region All of the leading providers in the global and multi-region categories were repeat performers from 2012. India-heritage providers had a strong showing in the Top 20. Americas Global Multi-Region Single Region © 2014 Information Services Group, Inc. All Rights Reserved isg-one.com EMEA Asia Pacific Accenture Capgemini Cognizant CSC HCL IBM Infosys Tech Mahindra TCS Accenture Capgemini Cognizant CSC HCL IBM Infosys Tech Mahindra TCS Accenture Capgemini Cognizant CSC HCL IBM Infosys Tech Mahindra TCS AT&T BT HP Wipro AT&T BT HP Wipro Allscripts CSG Limited Dell Polaris Software StarTek Virtusa Xerox Atos Capita CGI EVRY iGATE Quindell Tieto T-Systems Amdocs Chinasoft Lufthansa Systems Group Fidelity Fujitsu Jones Lang LaSalle Nihon Unisys SingTel Optus Sutherland Telecom of New Zealand Note: Service providers in alphabetical order; no rankings implied. *Contracts with ACV ≥ACV commercial contract awards sourced from ISG Contracts Knowledgebase ®. Placements based on 2013 $5M from the ISG Contracts Knowledgebase®
  • 18. Special Topic for Fourth Quarter 2013 John Keppel Partner and President
  • 19. 19 Recognizing the Key Forces for Change in Outsourcing Market Dynamics Market Saturation in Traditionally Strong Segments Sustained Period of Economic Pressure in the West Growth in G-2000 Sourcing from 5 Years Ago Northern Europe and U.S. Regions Largest Western G-2000 Companies Stepped-up Pressure on Contract Pricing Deal Term Down 30% Financial Services and Manufacturing 15% 1% Americas isg-one.com Provider Completion Up Asia Pacific Sourcing Model Matures in Major Territories and Industries Unit Cost Drops Client © 2014 Information Services Group, Inc. All Rights Reserved EMEA Rise of the Small Deal *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® SIAM Provider Multiple ITO and BPO Providers
  • 20. 20 Taking Advantage of the New Market Forces Force 1 Market Saturation in Traditionally Strong Segments Get smarter with targeting strategies for underpenetrated markets and industries. Providers should Seek out underpenetrated industries like Energy, Pharma and Transportation. Cultivate new clients in bottom quartile of the G-2000 by offering new solutions. Force 2 Sustained Period of Economic Pressure in the West Solve the challenge of expanding into the more rapidly growing Eastern economies. Providers should Note Eastern Service Providers are maturing rapidly, are better positioned and are starting to win business from new G-2000 companies in the East. Force 3 Stepped-up Pressure on Contract Pricing Focus on delivering good returns, even on reducing revenues. Providers should Improve margins by optimizing the efficiency of delivered service. Drive down costs via technology innovations, process enhancements and automation. © 2014 Information Services Group, Inc. All Rights Reserved isg-one.com Force 4 Sourcing Model Matures in Western Markets Providers should Leverage experience in mature markets to make sourcing relevant to new buyers. Take the opportunity to move directly to current sourcing practices in new industries and with new buyers, avoiding the growing pains the early adopters experienced. *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase®
  • 21. 4Q13 and Full-Year ISG Outsourcing Index Summary and Outlook  2013 had increased deal activity but at a smaller average deal size, the new market summary       normal. Services cost less, holding down overall ACV. ITO activity is up on the strong performance in ADM sourcing. BPO activity recedes due to lack of large deals, especially in the Facilities Management/Corporate Real Estate function. EMEA had a sizable increase in the number of contracts and saw its fourth straight year of ACV over $10M. Americas results were down largely on a decline in U.S. ACV. Asia Pacific results suffered from a lack of large deals that drive their market. Manufacturing fell back following several years of strong performance. Conversely, Energy and Travel, Transport & Leisure performed close to their prior 5-year highs.  In 1H14, look for positive Broader Market results, based on a stronger market outlook © 2014 Information Services Group, Inc. All Rights Reserved industry pipeline, and expect a Global Market increase of around 5 percent.  In 2014, expect service providers to continue to offer more varied solutions, such as systems integration work, transformation work, project services and, increasingly, automation.  ACV declined, but the effect on the market from recovering economies tempers that. Service providers’ responses to changing sourcing market dynamics will be key to their success. isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® 21
  • 22. 22 Learn More Please contact us with your questions and comments. ► John Keppel Partner and President, ISG +44 (0)7879 432 212 john.keppel@isg-one.com --- Media Contacts --► Will Thoretz ► Jim Baptiste Leader, Marketing & Communications, ISG +1 203 517 3119 will.thoretz@isg-one.com © 2014 Information Services Group, Inc. All Rights Reserved isg-one.com blog.isg-one.com *Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase® Matter Communications for ISG +1 978 518 4527 jbaptiste@matternow.com
  • 23. Fourth Quarter and Full Year 2013
  • 24. 24 Fourth Quarter and Full Year TCV Scorecard The ISG Outsourcing Index has moved to ACV as the primary measure of the Broader Market. In transition, we will continue to provide a high-level TCV view of the market via a Scorecard analysis. Scorecard Global Market New Scope Restructurings Mega-deals ITO BPO Americas EMEA Asia Pacific 4Q13 TCV ($B)* $ $ $ $ $ $ $ $ $ 4Q Y/Y Change 20.0 -16% 14.3 -3% 5.7 -37% 2.7 -34% 14.0 -20% 5.9 -5% 5.6 -12% 12.5 -19% 2.0 -1% 4Q Q/Q Change -18% -17% -19% 17% -8% -35% -34% -3% -36% © 2014 Information Services Group, Inc. All Rights Reserved isg-one.com *Contracts with TCV ≥ from from Contracts Knowledgebase® *Contracts with ACV ≥ $5M$25Mthe ISG the ISG Contracts Knowledgebase® 2013 TCV ($B)* $ $ $ $ $ $ $ $ $ 2013 Y/Y Change 82.9 -20% 53.5 29.4 14.7 55.2 27.7 26.3 47.8 -24% -10% -8% -16% -26% -34% -5% 8.8 -35%
  • 25. www.isg-one.com knowledge powering results® Information Services Group is a leading technology insights, market intelligence and advisory services company, serving more than 500 clients around the world to help them achieve operational excellence. ISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on information technology, business process transformation, program management services and enterprise resource planning. Clients look to ISG for unique insights and innovative solutions for leveraging technology, the deepest data source in the industry, and more than five decades of experience of global leadership in information and advisory services. Based in Stamford, Conn., the company has more than 800 employees and operates in 21 countries.