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.

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
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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
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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
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$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
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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
$0.64
© 2014
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$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
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Financial Services
Telecom & Media
Infrastructure
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$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
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$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
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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
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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
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$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
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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
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$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
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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
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$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
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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
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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.
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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.