Looking for an overview of the global services market? Look no further - this 6-page deck offers details on the business process services (BPS), IT services (ITS), and shared services/global in-house center (GIC) markets.

1. Global Services Fact Sheet
Technology model
Role of technologyin delivering the solution and level of customization
Level and typeof automation to offset talent requirements
Type of technology (e.g., COTS, proprietary, add-ons)
Sourcingmodel
Relative roles of internal and external models (segmented, hybrid, etc.)
Typeof internal (e.g., shared services, COEs, business)
Typeof external (e.g., outsourcing, MSP, contractors)
Talent & location model
Required skills
Supply and demand of skills (volumes, languages, etc.)
Role of geographiesin delivery (hubs, spokes, etc.)
Distributionof resources across locations
Global
services
Solutionmodel
Output required
Process model (e.g., activities, functional, end-to-end)
Roleof people (e.g., self-service, judgment)
Degree of customization
1
2
4
3
What is global services? Global services is the intersection and management of four areas

2. Global Offshore Services Market
GIC Market Activity Heatmap
Offshore Delivery Center Set-Up Locations, 2013
105
Set-Ups
APAC
EMEA
LATAM
52%
16%
31%
Offshore Delivery Center Set-Ups Tier 1 v Tier 2/3 City, 2013
# of transactions
Outsourcing Transactions by Type
www.everestgrp.com
$US billion
73
81
90
98
107
21
24
26
29
31
2009
2010
2011
2012
2013
3rdparty service providers
GICs
94
105
116
127
138
Distribution of Cloud Deals, 2013
47%
35%
15%
# of deals
Europe & UK
North America
APAC
Latin America
3%
GIC = Global In-house Center replaces “captive”
No major activity (<10 centers)
Nascent location (10-50 centers)
Mature location (>100 centers)
Emerging location (50-100 centers)
NOT EXHAUSTIVE
LA
MEA
Rest
of
Asia
India
Recent Change in GIC Activity
Increase
Decrease
GIC Activity Trends
Divestitures
Set ups &
expansions
89
70
71
2011
2012
2013
1
5
2
ITO
BPO
Both
1,730
1,978
1,929
1,633
1,679
73%
68%
66%
71%
75%
24%
30%
31%
27%
22%
4%
3%
2%
2%
3%
2009
2010
2011
2012
2013
Tier-1 Cities, by Country, Indexed to India BPO=100
100
236
150
314
257
518
254
246
143
321
186
407
336
632
243
375
0
200
400
600
India
China
Costa Rica
Philippines
Czech
Republic
Poland
Brazil
Mexico
BPO
ITO
Indexed Annual Operating Cost Per FTE
Global Services Fact Sheet
Europe
Tier 1
Tier 2/3/4
61%
50%
29%
86%
39%
50%
71%
14%
APAC
Central
& Eastern
Europe
Latin
America
Middle
East &
Africa
updated August 2014

3. Global Services Fact Sheet
BPO Market Maturity S-curve
Pioneers
Emerging rapid growth
Reaching maturity
Market value creation
Market maturity
Horizontal BPO
Industry-specific BPO
Contact center
HR
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The largest and most mature BPO segment
Largely commoditized for the core services and hence greater push to offer value-adds to increase client stickiness
Provider M&As primarily driven to enhance scale
Supply Chain
Management
F&A
Most mature non-voice BPO segment
Beyond North America and Europe, adoption spreading into emerging geographies (APAC, LATAM)
Laborarbitrage is the traditional value lever though other levers / solutions increasingly important (automation, industry-specificity, end-to-end process enablement)
Most-mature industry specific BPO market
Adoption moving beyond large global banks to national and mid-tier banks
Global sourcing a key value lever though domain expertise, technology leverage, and analytics increasingly important
Healthcare
Quickly moved beyond pioneering stage though market still getting defined
Both broad-based BPO players as well as specialists playing / entering the market
M&As likely to increase, driven primarily by expertise considerations
Banking
Fast growing market on the back of structural changes in the industry
Adoption across payers and providers though solutions differ significantly
Service provider M&As primarily driven by capabilities enhancements than scale
Procurement
Insurance
updated August 2014

4. 7-8%
6-7%
8-9%
2-5%
9-12%
15-20%
13-16%
North America
Europe & UK
APAC
Others
$US billion
Annual growth rate
Accenture | ADP
Aon Hewitt | IBM
NGA Human Resources
Accenture | Capgemini| Genpact| IBM
Infosys | TCS
Serco | Sitel
Teleperformance| Xerox
AonHewitt| Fidelity |
Towers Watson
Accenture- Procurian| GEP | IBM | Infosys | Xchanging
Alexander Mann Solutions | Kenexa| ManpowerGroup,
Pinstripe | Pontoon Solutions | Randstad Sourceright| The RightThing
Allegis Global Solutions | KellyOCG| Randstad Sourceright| TAPFIN, ManpowerGroupSolution
Horizontal BPO Key Market Characteristics
www.everestgrp.com
Buyer maturation drives service evolution and doubling of deal sizes
Market Characteristics
CCO
Contact Center
BAO
Benefits Administration
MPFAO
Multi-Process Finance & Accounting
PO
Procurement
RPO
Recruitment Process
MSP
Managed Services
23
21
10
13
25
23
20
Market Leaders
# Providers Tracked
Global Services Fact Sheet
MPHRO
Multi-Process Human Resources
Growth is the theme: deal number and scope, geographic footprint, FTE count –all on the rise
Slow growth, but significant change as APAC becomes the market’s activity hub
Advances in FAO solutions empower buyers to switch providers in search of more value, improved customer experiences, and transformation
US healthcare reform spurs steady growth; private health exchanges are expected to have impact going forward
Evolution is the catchphrase in RPO as geographic mix shifts and an RPO+ value proposition comes to the fore
89%
1%
2%
8%
4.6
3.3
2.0
1.8
50%
3%
36%
11%
54%
33%
10%
3%
46%
34%
15%
5%
59%
25%
12%
4%
45%
32%
12%
11%
59%
1.05
8%
1%
33%
72.5
6.3
Elementary changes are altering the dynamics of the MSP market as buyer profiles and demands change, and the service provider landscape morphs
updated August 2014

5. ITO Key Market Characteristics
Global Services Fact Sheet
www.everestgrp.com
Global IT outsourcing market by service type
2013; US$ billion
36%
33%
28%
3%
North
America
EMEA
APAC
Rest of World
Global IT outsourcing market
2013; US$ billion
472
484
496
509
521
2013
2014 (E)
2015 (E)
2016 (E)
2017 (E)
$US472
billion
Application outsourcing
Infrastructure outsourcing
Consulting services
37%
35%
28%
Global IT outsourcing market by geography
2013; US$ billion
Manufacturing
Energy, utilities, and chemical
Retail, distribution, and CPG
Telecom
Electronics & hi-tech
Healthcare & life sciences
Media & entertainment
Others
22-27%
20-25%
12-14%
7-9%
6-8%
6-8%
5-7%
4-6%
3-5%
3%
100%
BFSI
Public
Total
Global IT outsourcing market size by industry vertical
2013; Percentage
100% = US$472 billion
updated August 2014

6. Global Services Fact Sheet
$US billion
Annual growth rate
CSC | Fujitsu | HP | IBM
Accenture | Cognizant | IBM | TCS | Wipro
ITO Key Market Characteristics
www.everestgrp.com
Unprecedented disruption: providers and enterprises scramble as cloud and software-defined models unsettle the industry
Market Characteristics
Accenture | Cognizant | CSC | IBM | TCS
Accenture | Cognizant | IBM | TCS
Accenture | Cognizant | Dell Services | IBM
Accenture | Cognizant | HCL Technologies | IBM| Infosys | TCS
Accenture | CSC | Dell Services
27
20
28
12
20
18
12
Market Leaders
# Providers Tracked
Others
Infrastructure
Banking
Insurance
~24%
~50%
0%
~15%
~12%
~11%
~14%
North America
Europe & UK
APAC
Cap Markets
Life Sci& Pharma
Provider
Payer
10-15
8-13
5-8
42%
35%
15%
8%
49%
43%
4%
3%
47%
42%
7%
82%
11%
7%
49%
34%
17%
68%
17%
11%
4%
50-55
35-40
BANKING, FINANCIAL SERVICES, & INSURANCE
HEALTHCARE
Analytics and infrastructure services are most in demand as life sciences firms seek leverage in a challenging market
A return of discretionary spend among banks drives applications investments and intensifying provider competition
Insurance industry challenges drive SMAC adoption
Environmental challenges – revenue, cost, regulations, customer demand –are forcing investments in technology, making capital markets the highest growth market in BFSI
Market challenges drive ITO adoption with a focus on analytics, EHR, and digitization
35%
31%
28%
6%
163-167
30-35
4%
Buyers in the payer market are beginning to look up from the reforms mandate to find additional value in ITO
updated August 2014