The ISG Outsourcing Index for Q2 2015 provides insights into the EMEA outsourcing market, noting a global ACV of €4.9 billion, a 24% increase quarter-over-quarter but a 7% decrease year-over-year. The report highlights a record-high number of awards for the quarter, despite a 14% decline in half-year ACV from the previous year. Additionally, the Americas experienced a strong growth with a 29% increase in ACV and a record count of contracts.

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Hosted by:
John King
Bank of America Merrill Lynch
20th July 2015
The ISG Outsourcing Index™
Second Quarter and First Half 2015
EMEA Market Data and Insights

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Covering the state of the outsourcing industry for EMEA commercial contracts.*
Welcome to the 51th Quarterly ISG Outsourcing Index™ Review
Bernd Schaefer
Partner
John Keppel
Partner & President
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At a Glance
Scorecard 2Q15 2Q Y/Y 2Q Q/Q
ACV (€B)* Change Change
Global Market € 4.9 -7% 24%
New Scope € 3.0 -11% 18%
Restructurings € 1.9 -1% 33%
Mega-relationships € 0.3 -75% -65%
ITO € 3.8 -8% 43%
BPO € 1.1 -6% -15%
Americas € 2.2 11% 29%
EMEA € 2.2 -12% 23%
Asia Pacific € 0.5 -39% 8%
1H15 1H Y/Y
ACV (€B)* Change
€ 8.9 -14%
€ 5.5 -16%
€ 3.4 -11%
€ 1.2 -55%
€ 6.5 -19%
€ 2.4 4%
€ 3.9 9%
€ 4.1 -21%
€ 0.9 -42%

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2Q15 Global Market ACV is up 24% Q/Q and down 7% Y/Y. The number of 2Q awards
set a record high. 1H15 ACV is down 14% from 1H14 in a smaller-deal market.
Broader Market Quarterly ACV (€B)* and Counts
Half-Year Broader Market Counts
Global Market Contract Award Trends
Half-Year Broader Market ACV (€B)*
€ 4.9
€ 4.0
€ 5.4
€ 4.5
€ 5.3€ 5.1
€ 3.8
€ 5.0
€ 3.2
451
303
388
288
363339
311
376
231
2Q151Q154Q143Q142Q141Q144Q133Q132Q13
ACV Counts
€ 8.9
€ 10.4
€ 8.0
€ 10.9
€ 8.6
€ 10.7
€ 8.7€ 9.1
€ 7.2€ 7.6
€ 9.9
€ 8.8
€ 9.3€ 11.1€ 8.4€ 9.7
€ 8.1
€ 7.7€ 6.5
€ 20.2
€ 16.8
€ 20.2€ 19.7€ 19.0€ 18.4€ 17.2
€ 15.0€ 14.1
201514131211100908072006
1H ACV 2H ACV
754702
541
677657
579542
438
375372
676
687570648
530547
484
363369
1,378
1,2281,2471,305
1,1091,089
922
738741
201514131211100908072006
1H Counts 2H Counts

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EMEA ACV in 2Q15 is up 23% Q/Q yet down 12% Y/Y. 1H Restructuring and New
Scope awards fall in nearly equal magnitudes, dropping more than 20%.
EMEA Half-Year ACV (€B)*
EMEA Contract Award Trends
EMEA Quarterly ACV (€B)* and Counts
EMEA Half-Year Segment ACV (€B)*EMEA Half-Year Counts
€ 2.8
€ 1.3
€ 3.2
€ 0.9
€ 0
€ 1
€ 2
€ 3
€ 4
€ 5
New Scope Restructuring ITO BPO
Range of Prior 4 Halves Avg of Prior 4 Halves
1H14 1H15
€ 2.2€ 1.9
€ 2.7
€ 2.1
€ 2.6€ 2.6
€ 2.1
€ 3.1
€ 1.9
169
124
182
130
153
169162
183
119
2Q151Q154Q143Q142Q141Q144Q133Q132Q13
ACV Counts
€ 4.1
€ 5.2
€ 4.0
€ 5.2
€ 4.5€ 5.2
€ 3.9
€ 5.7
€ 3.3€ 2.8
€ 4.8
€ 5.2
€ 4.8
€ 6.6
€ 4.5
€ 4.9
€ 4.0
€ 3.6
€ 3.1
€ 10.1
€ 9.2
€ 10.0
€ 11.1
€ 9.7
€ 8.8
€ 9.7
€ 6.9
€ 5.9
201514131211100908072006
1H ACV 2H ACV
293322262300305238244199166143
312
345263318
255253
219
165175
634607
563
623
493497
418
331318
201514131211100908072006
1H Counts 2H Counts

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U.K. market sees increased activity, and 1H results turn positive. Financial Services
and Energy verticals show 1H growth but lag behind historical half-year results.
EMEA Sub-regions Half-Year ACV (€B)*
EMEA Industry Half-Year ACV (€B)*
EMEA Contract Award Trends Detail
€ 1.30
€ 0.52
€ 0.72 € 0.65
€ 0.46
€ 0.11 € 0.12 € 0.10 € 0.14€ 0.0
€ 0.5
€ 1.0
€ 1.5
€ 2.0
€ 2.5
Financial
Services
Manufacturing Energy Travel
Transport
Leisure
Telecom
& Media
Business
Services
Consumer
Products
& Goods
Healthcare
& Pharma
Retail
Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15
€ 1.76
€ 0.85
€ 0.30 € 0.37
€ 0.21 € 0.26 € 0.21 € 0.16
€ 0.0
€ 0.5
€ 1.0
€ 1.5
€ 2.0
€ 2.5
U.K. & Ireland DACH Nordics Benelux France Southern
Europe
Africa & Middle
East
E. Europe &
Russia
Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15

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Co. Revenues < $2 BCo. Revenues $2 -10 B
ISG Sourcing Market Standouts in EMEA
Cognizant moves into the Big 10 category. Large multinationals and providers with
strong local “home market” profiles head up each of the company size segments.
1New to group as of the current quarter
Placements based on ACV of commercial contract awards in the past 12 months sourced from ISG Contracts Knowledgebase®.
Service providers in alphabetical order; no rankings implied.
Revenues sourced from Hoovers and individual company financial fillings
Co. Revenues > $10B
SOURCING
STANDOUTS GROUPED BY COMPANY SIZE
The Building 10
Sourcing Standouts
The Breakthrough 10
Sourcing Standouts
The Big 10
Sourcing Standouts
Accenture
Atos
BT
Capgemini
Cognizant1
Fujitsu
HP
IBM
TCS
Vodafone1
Capita
Carillion1
CGI
Computacenter1
HCL
Infosys
MITIE
Serco
Tieto
Wipro
HH Global
IGATE
InnerWorkings
Kuehne & Nagel
Luxoft
MAYKOR
Mindtree
Transcom1
WNS1
Xchanging

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2Q15 Americas ACV is up 29% Q/Q and 11% Y/Y with a record-high award count.
1H15 New Scope increases over 1H14 by 2% in ACV and 32% in contract counts.
Americas Half-Year ACV (€B)*
Americas Contract Award Trends
Americas Quarterly ACV (€B)* and Counts
Americas Half-Year Segment ACV (€B)*Americas Half-Year Counts
€ 2.0
€ 1.9
€ 2.6
€ 1.3
€ 0.5
€ 1.0
€ 1.5
€ 2.0
€ 2.5
€ 3.0
New Scope Restructuring ITO BPO
Range of Prior 4 Halves Avg of Prior 4 Halves
1H14 1H15
€ 2.2
€ 1.7
€ 2.1€ 2.0€ 2.0
€ 1.6
€ 1.3€ 1.5
€ 0.9
236
144
159
126
171
124121
150
78
2Q151Q154Q143Q142Q141Q144Q133Q132Q13
ACV Counts
€ 3.9€ 3.6
€ 3.1
€ 4.2
€ 3.2
€ 4.8
€ 3.5
€ 2.8€ 2.9
€ 3.9
€ 4.1
€ 2.8
€ 3.2
€ 3.6
€ 2.6€ 3.7
€ 2.7
€ 3.1
€ 2.9
€ 7.7
€ 5.9
€ 7.3
€ 6.8
€ 7.4€ 7.2
€ 5.5
€ 6.0
€ 6.8
201514131211100908072006
1H ACV 2H ACV
380
295
211
290267270231190162179
285
271
226261196214
195
150149
380
580
482516528
466445
385
312328
201514131211100908072006
1H Counts 2H Counts

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2Q15 ACV increases due to strength in the U.S. Traditionally smaller verticals such
as Transportation, Retailing and Healthcare help support market growth.
Americas Sub-regions Half-Year ACV (€B)*
Americas Industry Half-Year ACV (€B)*
Americas Contract Award Trends Detail
€ 0.67
€ 0.58
€ 0.43
€ 0.56
€ 0.32 € 0.33 € 0.34 € 0.35 € 0.32
€ -
€ 0.2
€ 0.4
€ 0.6
€ 0.8
€ 1.0
€ 1.2
Financial
Services
Manufacturing Telecom
& Media
Healthcare
& Pharma
Energy Business
Services
Consumer
Products
& Goods
Travel
Transport
Leisure
Retail
Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15
€ 0.27
€ 0.13
€ 0.02
€ 0.09
€ -
€ 0.1
€ 0.2
€ 0.3
€ 0.4
€ 0.5
Canada Brazil Mexico Other LatAm
Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15
€ 3.39
€ -
€ 0.5
€ 1.0
€ 1.5
€ 2.0
€ 2.5
€ 3.0
€ 3.5
€ 4.0
U.S.

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Co. Revenues < $2 BCo. Revenues $2 -10 B
ISG Sourcing Market Standouts in the Americas
BPOs and service providers with substantial offshore profiles lead in the Building
tier. The Breakthrough 10 experiences a 40% turnover.
1New to group as of the current quarter
Placements based on ACV of commercial contract awards in the past 12 months sourced from ISG Contracts Knowledgebase®.
Service providers in alphabetical order; no rankings implied.
Revenues sourced from Hoovers and individual company financial fillings
The Building 10
Sourcing Standouts
The Breakthrough 10
Sourcing Standouts
The Big 10
Sourcing Standouts
Co. Revenues > $10B
SOURCING
STANDOUTS GROUPED BY COMPANY SIZE
Accenture
Atos
BT
Capgemini
Cognizant1
Dell
HP1
IBM
TCS
Xerox
Aon Hewitt
CGI
CompuCom
Convergys1
Genpact
HCL
Infosys
Tech Mahindra1
Teleperformance
Wipro
APAC Customer Services
Firstsource Solutions
ICF International
IGATE
Luxoft
Minacs1
Mindtree1
Syntel
UST Global1
Virtusa1

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€ 0.74
€ 0.18
€ 0.70
€ 0.21
$0.0
$0.5
$1.0
$1.5
$2.0
New Scope Restructuring ITO BPO
Range of Prior 4 Halves Avg of Prior 4 Halves
1H14 1H15
Asia Pacific 2Q15 ACV is up 8% Q/Q but down 39% Y/Y. Almost 70% of the IT ACV
awarded in the second quarter is in Applications.
Asia Pacific Half-Year ACV (€B)*
Asia Pacific Contract Award Trends
Asia Pacific Quarterly ACV (€B)* and Counts
Asia Pacific Half-Year Segment ACV (€B)*Asia Pacific Half-Year Counts
€ 0.5€ 0.4
€ 0.6
€ 0.4
€ 0.8€ 0.8
€ 0.4€ 0.4€ 0.4
46
35
47
32
39
46
28
43
34
2Q151Q154Q143Q142Q141Q144Q133Q132Q13
ACV Counts
€ 0.9
€ 1.6
€ 0.9
€ 1.5
€ 0.9
€ 0.7
€ 1.3
€ 0.7
€ 1.0
€ 0.9
€ 0.9
€ 0.8
€ 1.3
€ 0.9€ 1.3
€ 1.2
€ 1.4€ 1.1
€ 0.5
€ 2.5
€ 1.7
€ 2.8
€ 1.8€ 2.0
€ 2.5
€ 2.1€ 2.0
€ 1.3
201514131211100908072006
1H ACV 2H ACV
8185
68
8785
7167
494750
79
71
81
697980
70
4845
164
139
168
154150147
119
9595
201514131211100908072006
1H Counts 2H Counts

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€ 0.18
€ 0.36
€ 0.15
€ 0.09
€ 0.12
€ 0.02€ 0.0
€ 0.1
€ 0.2
€ 0.3
€ 0.4
€ 0.5
ANZ India and South
Asia
Japan Greater China Southeast Asia South Korea
Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15
€ 0.20 € 0.17
€ 0.23
€ 0.13
€ 0.07 € 0.05
€ 0.01 € 0.02 € 0.04
€ 0.0
€ 0.1
€ 0.2
€ 0.3
€ 0.4
€ 0.5
€ 0.6
Financial
Services
Manufacturing Telecom
& Media
Travel
Transport
Leisure
Energy Consumer
Products
& Goods
Healthcare
& Pharma
Business
Services
Retail
Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15
India steps up its contracting pace. However, ANZ remains sluggish, holding back
overall regional results. Financial Services, Manufacturing and Telecom results lag.
Asia Pacific Sub-regions Half-Year ACV (€B)*
Asia Pacific Industry Half-Year ACV (€B)*
Asia Pacific Contract Award Trends Detail

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Co. Revenues < $2 BCo. Revenues $2 -10 B
ISG Sourcing Market Standouts in Asia Pacific
Several Japanese providers, along with Cognizant, join the large multinationals in
Big 10 Sourcing Standouts list. Australian and India-based providers contribute
greatly to middle tier, while smaller segment sees 30% turnover from last quarter.
1New to group as of the current quarter
Placements based on ACV of commercial contract awards in the past 12 months sourced from ISG Contracts Knowledgebase®.
Service providers in alphabetical order; no rankings implied.
Revenues sourced from Hoovers and individual company financial fillings
Co. Revenues > $10B
SOURCING
STANDOUTS GROUPED BY COMPANY SIZE
The Building 10
Sourcing Standouts
The Breakthrough 10
Sourcing Standouts
The Big 10
Sourcing Standouts
Accenture
BT
Cognizant1
CSC1
Fujitsu
Hitachi
HP
IBM
Ricoh
TCS
Genpact1
HCL
Infosys
NEC
Optus1
Tech Mahindra
Transfield Services
Unisys
United Group Services
Wipro
Aegis
ChinaSoft
Hollysys Automation
Minacs1
NGA Human Resources
SITA
TeleTech1
UST Global1
Vertex
WNS

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Special Topic for Second Quarter 2015
CLOUD-BASED TRANSFORMATION –
AS-A-SERVICE CREATES OPPORTUNITIES & CHALLENGES
John Keppel
Partner and President

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Provider
Currency
StandardStandard
Support
Tiers
Supplier
Weighted MSA
Cloud Adoption Defined
All-Inclusive
Unit Price Elastic
Operational
Expense
Capital
Expense
Limited
Commitment
Long-term
Commitment
Asset/FTE
Based RUs
ConsumptionConsumption
Based RUs
Line
Item
Pricing
IT Absorbs
Costs
Buyer
Currency
Custom
Support
Tiers
Provisioned
for Maximum
Demand
Buyer
Weighted
MSA
Labor
Based
Consumer
Charge-backs
AS-A-SERVICE CHARACTERISTICS
Traditional Service Characteristics
Automated
ADOPTION APPROACH CHANGED DRAMATICALLY about 18 months ago
EVOLVE CURRENT DELIVERY MODEL to create a more cloud-like experience
RE-ENGINEER FINANCIALS MODELS so traditional services take on a cloud feel
COST REDUCTION is primary motivator
FOCUS IS ON TRANSFORMATION using public cloud
CLIENTS EMBRACE STRATEGIC BENEFITS OF SHARING infrastructure and software
AGILITY is primary motivator
ISG-Advised DEALS WITH A CLOUD COMPONENT DOUBLED since 2012

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Emerging Solutions for Transformational Renewals
Design, Source and Provision a Complete Solution
Centralizes Business Management and Analytics
Multi-sourced Provider Management
Unified Self-service Storefront
Public
Cloud
IaaS
PrivatePrivate
Cloud
IaaS
Managed
Services
ExistingExisting
Data
Center
Cloud Brokerage
Platform
Public
Cloud
SaaS
Traditional Providers
Tower-centric solutions
Dedicated data centers
Traditional service
characteristics
Next Generation Providers
Application-centric solutions
Shared data centers
As-a-service characteristics
Marketing
Sales &
Marketing
R&D
OperationsOperations Finance
HR
Cloud Service
Broker
Internal IT or Managed
Services Provider
is as
Technology
Supply
Enterprise
LOBs
buyers mix and
match providers
Expected
in Renewal TCV
over next 3 Years

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2Q15 Global Market sets a record for number of contract awards as the
busiest quarter ever.
Structural industry change towards smaller deal values as first-half ACV
matches pre-Recession levels, but with double the number of awards.
The Americas logs strong, consistent quarter and half;
EMEA and AP post sequential ACV gains but lag Y/Y against tough compares.
Expect near double digit Y/Y growth in 3Q in 2015 as European markets and
smaller G-2000 companies step up contracting pace.
Long term, transformative work in industry will take priority over focus on cost
savings; new spend will be on revenue generation initiatives.
Providers that adapt rapidly to cloud platforms and digitization will flourish;
those focused on driving competitors from yesterday’s business will not.
2Q15 ISG Outsourcing Index™ - Global Summary and Outlook
summary
market
outlook
market

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Please contact us with your questions and comments.
Learn More
Paul Reynolds
Partner
+1 508 625 2194
paul.reynolds@isg-one.com
ISG insights serving providers and market analysts
www.isg-one.com
Denise Colgan
EMEA and AP Media Contact
+44 1737 371523
denise.colgan@isg-one.com
Rob Arnott
Cohn & Wolfe for ISG
+44 (0) 20 7331 5363
robert.arnott@cohnwolfe.com
John Keppel
Partner and President
+44 (0)7879 432 212
john.keppel@isg-one.com

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Second Quarter and First Half 2015
APPENDIX: SCORE CARD FOR TCV

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The ISG Outsourcing Index has moved to ACV as the primary measure of the
Broader Market. We will continue to provide a high-level TCV view of the market via
a Scorecard analysis.
Second Quarter and First Half 2015 TCV Scorecard
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Scorecard
2Q15 2Q Y/Y 2Q Q/Q 1H15 Y/Y
TCV (€B)* Change Change TCV (€B)* Change
Global Market € 15.7 -28% -9% € 33.0 -24%
New Scope € 11.0 -24% -13% € 23.6 -17%
Restructurings € 4.7 -36% 2% € 9.4 -38%
Mega-deals € 0.0 -100% -100% € 3.9 -53%
ITO € 11.4 -32% -11% € 24.2 -25%
BPO € 4.3 -16% -2% € 8.8 -21%
Americas € 5.8 -21% 4% € 11.3 -19%
EMEA € 8.0 -27% -16% € 17.6 -21%
Asia Pacific € 1.9 -45% -9% € 4.0 -44%

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