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MUMBAI, India, May 6, 2019

Gartner Says End-User Spending on IT Services in India to Reach $15 Billion in 2019

Gartner Analysts Explore How to Evolve IT Operations at the IT Infrastructure, Operations & Cloud Strategies Conference 2019, May 6-7 in Mumbai, India

End-user spending on IT services in India is on track to total nearly $15 billion in 2019, an increase of 9.8% from 2018, according to Gartner, Inc. Spending on business process outsourcing (BPO) is forecast to achieve the highest growth in 2019, at 14.4% year over year.

In 2019, end-user spending on IT services in India will represent 59% of total end-user spending on IT services in emerging Asia/Pacific, and it is on track to reach 60% in 2020. “High GDP growth rates are driving local organizations to increase their investment in infrastructure, applications and digital initiatives, which are increasingly moving to the cloud. Nontraditional sectors, such as logistics and transportation and manufacturing, are also experiencing healthy growth rates, and their business models are centered on investments in IT,” said Arup Roy, research vice president at Gartner.

BPO is the segment where Indian end-user organizations will increase their IT services spending the most in 2019. End-user spending on BPO is on course to reach $1.7 billion in 2019, and is forecast to reach $1.9 billion in 2020 (see Table 1).

Table 1

IT Services End-User Spending by Segment, India, 2018-2020 (Millions of Dollars)

Segment

2018

2019

2020

Consulting

3,373

3,782

4,362

Managed services and cloud infrastructure services

5,537

5,946

6,605

Business process outsourcing

1,451

1,660

1,941

Implementation

3,232

3,535

3,985

Total

13,593

14,923

16,893

Source: Gartner (May 2019)

Crowdsourcing, Home Working/Teleworking and the “Gig Economy” Are on the Rise

Gartner analysts expect that crowdsourcing, working at home (WAH)/teleworking, and the “gig economy” will account for 40% of the customer management (CM) BPO workforce by 2021, up from 7% in 2017. By 2021, it will account for an estimated 900,000 people.

“Most of this workforce — nearly two-thirds — will be employed by CM BPO service providers, while the rest will be employed by end-user companies directly,” said Mr. Roy. “A key benefit of crowdsourcing, WAH/teleworking and the gig economy is access to specialized talent that may not all reside in the same area or that may be unwilling to commute to a central location to work.”

In addition, this model helps mitigate some other business risks, by, for example, providing clear benefits from a business continuity perspective and helping attract buyers from a corporate social responsibility perspective.

Managed Services and Cloud Infrastructure Services Continues to Grow

In 2019, managed services and cloud infrastructure services remains the biggest segment in terms of spending on IT services in India, accounting for close to $6 billion. The segment represents 40% of the end-user spending on IT services in India.

“We have identified a shift in how organizations adopt cloud technologies,” said Mr. Roy. “Organizations in India are increasingly looking to acquire not only cloud infrastructure as a service (IaaS) resources themselves, but also the automated management of those resources, management tools delivered as services, and cloud software infrastructure services.” As a result, Gartner analysts expect that, while IaaS-only cloud providers will continue to exist, they will become increasingly niche due to the breadth and depth of service offerings that end-user organizations require.

Gartner clients can read more in the following report: “Forecast: IT Services, Worldwide, 2017-2023 1Q19 Update.”

Gartner IT Infrastructure, Operations & Cloud Strategies Conferences

Gartner analysts will provide additional analysis of cloud strategies and infrastructure and operations trends at the Gartner IT Infrastructure, Operations & Cloud Strategies conferences taking place on May 6-7 in Mumbai, June 4-5 in Frankfurt, June 25-26 in Mexico City, November 25-26 in London and December 9-12 in Las Vegas. Follow news and updates from these events on Twitter using #GartnerIO.

About Gartner

Gartner, Inc. (NYSE: IT), is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations of tomorrow.

Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and enterprise size.

To learn more about how we help decision makers fuel the future of business, visit gartner.com.

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