Managed Service Provider (MSP) – Mastering the Winds of Change
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This document is a market report on managed service providers (MSP), highlighting the recent growth, changing dynamics, and emerging trends within the sector. It presents a comprehensive analysis covering market size, buyer adoption, service provider landscape, and future predictions about the MSP market. Key findings indicate significant growth in managed spend and the evolution of the provider landscape, driven by diverse job families and varying types of workers.
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Managed Service Provider (MSP) – Mastering the Winds of Change
- 1. Topic: Managed Service Provider (MSP) – Mastering the Winds of Change Market Report: October 2013 – Preview Deck Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958
- 2. Our research offerings for global services Subscription information The full report is included in the following subscription(s) – Recruitment Process Outsourcing (RPO) – Procurement Outsourcing (PO) Market Vista Global services tracking across functions, sourcing models, locations, and service providers – industry tracking reports also available 1 BFSI1 business process If you want to learn whether your organization has a subscription agreement or request information on pricing and subscription options, please contact us: – [email protected] – +1-214-451-3110 Procurement Human resources Information technology Recruitment process Cloud Vista Contact center Global sourcing Service provider intelligence PricePoint In addition to published research, a subscription may include analyst inquiry, data cuts, and other services Finance & accounting Healthcare information technology BFSI1 information technology Transaction Intelligence Custom research capabilities Benchmarking | Pricing, delivery model, skill portfolio Peer analysis | Scope, sourcing models, locations Locations | Cost, skills, sustainability, portfolio Tracking services | Service providers, locations, risk Other | Market intelligence, service provider capabilities, technologies, contract assessment Banking, financial services, and insurance Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958 2
- 3. Background and methodology of the research Background of the research Over the last few years, the Managed Service Provider (MSP) market experienced steady growth as well as concurrent elementary changes that are altering the dynamics of the market. Not only are buyer expectation and drivers changing, but also the buyer profile. The service provider landscape too is morphing as is the operating model of the providers. This flux in MSP makes it imperative for buyers to understand what they can derive from the offering in the market and service providers to update/upgrade their service portfolio. In this research, we analyze the MSP market across various dimensions – Market overview and key business drivers – Shifting market dynamics – Buyer adoption and solution characteristics – Service provider landscape – Future outlook The scope and methodology of this report includes: MSP deals with a minimum of four core processes are included Deals with a minimum contract term of two years Scope of hires includes temporary/contingent hires, SoW consultants, and independent contractors All geographies and industries Proprietary database of operational capability of MSP service providers Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958 3
- 4. Table of contents (page 1 of 2) Topic Page no. Introduction and overview 6 Summary of key messages 10 Section I: Market overview Summary Market size Key drivers MSP market by geography Business models Challenges 13 14 15 16 17 20 22 Section II: Shifting market dynamics Summary Talent scope Delivery model Service provider landscape Pricing models Geographic scope 23 24 25 29 30 31 33 Section III: Buyer adoption and solution characteristics Summary Buyer size Industry 34 35 37 38 Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958 4
- 5. Table of contents (page 2 of 2) Topic Page no. Section III: Buyer adoption and solution characteristics (continued) Deal size Deal duration Technology Process scope 39 40 41 42 Section IV: Service provider landscape Summary Service provider differentiation Engagement models Service provider scale Geographic presence 43 44 45 46 49 50 Section V: Future outlook 52 Appendix Research participant information Glossary of key terms RPO research calendar PO research calendar References 55 56 57 59 60 61 Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958 5
- 6. Overview and abbreviated summary of key messages This research provides comprehensive coverage of the MSP market and analyzes it across various dimensions such as market overview, key business drivers, and shifting market dynamics across buyer adoption trends, solution and transaction trends, and service provider landscape. Additionally, it includes predictions for market size, buyer adoption, solution and transaction trends, and service provider landscape for the MSP market. Some of the findings in this report, among others, are: Market overview The managed spend in the MSP market grew by 13-16% in 2012 to reach US$60-65 billion. The current market size, in terms of Net Fee Income (NFI), is ~US$1.05 billion Shifting market dynamics The MSP market has evolved to include varying job families and different types of workers such within its scope With increasing maturity, MSPs have started to gain cost benefits through centralization of some MSP processes and pioneering usage of nearshoring/offshoring Buyer adoption and solution characteristics Service provider landscape The large market is the pioneer of MSP but smaller organizations too are increasingly adopting MSP Vendor management and transaction-intensive processes are the most frequently included processes in MSP contracts There are three primary categories of service providers, based on their background and value proposition / approach to the market: staffing-legacy MSPs, pure-play MSPs, and other “new” providers While a few providers have global capabilities, a large number of players have regional focus Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958 6
- 7. This study offers four distinct chapters providing a deep dive into key aspects of the MSP market; below are four charts to illustrate the depth of the report Market size and growth Business models and their prevalence MSP business model (based on the role played by MSP provider in requisition fulfillment) MSP managed spend US$ billion LO1 LO2 LO3 Location (LO) coverage JB3 Other vendors JB2 MSP JB1 Other vendors LO1 LO2 LO3 Location (LO) coverage Job family (JB) coverage JB1 Job family (JB) coverage LO1 LO2 LO3 Location (LO) coverage JB2 MSP MSP JB1 JB3 Other vendors JB2 Other vendors Master supplier 50% Percentage of requisitions fulfilled by MSP Other vendors JB3 Job family (JB) coverage Job family (JB) coverage MSP market size US$ billion Hybrid 10% JB3 Other vendors JB2 MSP JB1 LO1 LO2 LO3 Location (LO) coverage 100% Job family (JB) coverage Vendor neutral 0% Prevalence of business models Managed spend in US$ million; number of deals 2011 2011 2012 2012 JB2 JB1 LO1 LO2 LO3 Location (LO) coverage 100% = Number of deals Service provider share in global deals Geographic scope of MSP deals Percentage of deals 100% = 100% = On-site / client-site locations MSP Other vendors Managed spend Delivery models (onsite/onshore/offshore) Distribution of MSP FTEs Percentage of FTEs JB3 Off-site centralized locations (both in-country/onshore and offshore/nearshore) Distribution of service provider FTEs Percentage of FTEs Regional (multiple countries within the same continent) Likely high future growth Global (multi-continental deals) Offshore/ nearshore Onshore Market share of global deals Percentage of deals 100% = Others Service provider E Service provider D Multi-country adoption is likely to increase Service provider C Service provider B Service provider A Single-country MSP FTEs Source: RPO FTEs PO FTEs Market share Everest Group (2013) Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958 7
- 8. RPO research calendar Published Topic Current Release date RPO Annual Report 2013 – Dichotomy of Market Exuberance and Subdued Economy RPO – Service Provider Landscape with PEAK Matrix™ Assessment 2013 Managed Service Provider (MSP) – Mastering the Winds of Change RPO – Service Provider Compendium 2013 February-2013 April-2013 October-2013 Q4-2013 Sourcing Contingent Workforce – Service Provider Landscape with PEAK Matrix Assessment 2013 Q4-2013 Sourcing Contingent Workforce – Service Provider Compendium 2013 Q4-2013 Rise of RPO in Asia Pacific Q4-2013 Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958 8
- 9. PO research calendar Published Topic Current Release date Unlocking Value From End-to-End Process Outsourcing: Focus on Procure-to-pay (P2P) February 2013 Supply Chain Management (SCM) BPO – Beyond Procurement Outsourcing (PO) March 2013 Procurement Outsourcing (PO) – Annual Report 2013: Expertise and Technology Driving Growth June-2013 Source-to-Contract (S2C) Outsourcing – Significant Value Potential but Challenging to Implement October-2013 Managed Service Provider (MSP) – Mastering the Winds of Change October-2013 PO – Service Provider Landscape with PEAK Matrix Assessment 2013 Q4-2013 PO – Service Provider Profile Compendium 2013 Q4-2013 Growth of Horizontal BPO in LATAM Q4-2013 The Rise of Procurement and HR Collaboration – Effectively Managing HR-spend Q4-2013 Evaluation of BPaaS Solutions for FAO/PO/HRO Q4-2013 Tail-end Spend Management Q4-2013 Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958 9
- 10. Additional RPO research recommendations The following documents are recommended for additional insight into the topic covered in this research. The recommended documents either provide additional details on the topic or complementary content that may be of interest 1. RPO Annual Report 2013 - Dichotomy of Market Exuberance and Subdued Economy (EGR-2013-3-R-0850); 2013. Recruitment Process Outsourcing (RPO) continued its momentum in 2012 with record new deal signings. However, due to a decrease in hiring volumes, the RPO market grew at a moderate rate of 12% to touch US$1.5 billion. This research provides comprehensive coverage of the market across dimensions such as market overview, key business drivers, buyer adoption trends, transaction trends, and service provider landscape. It also provides predictions for the 2013 RPO market. 2. RPO Service Provider Landscape with PEAK Matrix Assessment 2013 (EGR-2013-3-R-0860); 2013. RPO market continued its growth in 2012 with record new deal signings. This report examines the global 2013 RPO service provider landscape and its impact on the RPO market. It focuses on service provider position and growth in the RPO market, changing market dynamics, emerging service provider trends and differentiating factors, and assessment of service provider delivery capabilities. It also identifies the key implications of the research findings for buyers and service providers. 3. Rise of Blended RPO - Addressing the Total Talent Acquisition Need (EGR-2011-3-R-0597); 2011. The "Rise of Blended RPO" report provides insights into the value proposition of a total talent acquisition approach leveraging a blended RPO solution. It highlights the drivers behind such an approach; provides an analysis of the benefits in terms of financial, business, and strategic impact; and describes challenges and key considerations for adoption. For more information on this and other researches published by Everest Group, please contact us: Rajesh Ranjan, Vice President: [email protected] Abhishek Menon, Practice Director: [email protected] Arkadev Basak, Senior Analyst: [email protected] Everest Group Two Galleria Tower 13455 Noel Road, Suite 2100 Dallas, TX 75240 Copyright © 2013, Everest Global, Inc. EGR-2013-3-PD-0958 Phone: Email: +1-214-451-3110 [email protected] 10
- 11. At a glance With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of the next generation of global services Through its practical consulting, original research, and industry resource services, Everest Group helps clients maximize value from delivery strategies, talent and sourcing models, technologies, and management approaches Established in 1991, Everest Group serves users of global services, providers of services, country organizations, and private equity firms in six continents across all industry categories Dallas (Headquarters) [email protected] +1-214-451-3000 New York [email protected] +1-646-805-4000 Toronto [email protected] +1-647-557-3475 London [email protected] +44-207-129-1318 Stay connected Websites www.everestgrp.com research.everestgrp.com Twitter @EverestGroup @Everest_Cloud Blogs Delhi [email protected] +91-124-284-1000 www.sherpasinblueshirts.com www.gainingaltitudeinthecloud.com