IT service
An IT service ( English IT Service ) is a service in the field of information technology .
definition
There are various definitions for the term IT service or IT service. According to the definition of the IT Service Management Forum ( itSMF ) Working Group Publication ITIL Version 3 Translation Project, an IT service is a service that is provided to one or more customers by an IT service provider . An IT service is based on the use of information technology and supports the customer's business processes . An IT service consists of a combination of people, processes and technologies and should be defined via a service level agreement (SLA). According to the service concept, an IT service is offered as a self-contained unit similar to a product .
Market for IT services in Germany
The market research company Lünendonk , Kaufbeuren, divides the market for IT services into two segments. One side of IT services is the IT consulting , individual software development and system integration sector . On the other hand, IT services such as outsourcing , ASP , data center services , maintenance , training or software are offered.
Lünendonk analyzes both segments annually. The company incorporates the results of this market research into the Lünendonk lists and studies that have been conducted since the mid-1990s and serve as a market barometer. The market research company does not claim to represent the entire market. Rather, it focuses on looking at the leading providers in a given market segment. In addition, some medium-sized and small IT consulting and system integration companies are included in the analyzes for purposes of comparison. Together, these companies represent the basic structure of the market and such high sales shares that it is possible to draw conclusions for the overall situation and development.
Market for IT consulting and system integration in Germany
In 2017, the following providers largely determined the German market for IT consulting and system integration :
| rank | Companies | Sales in Germany in million euros | Number of employees in Germany |
|---|---|---|---|
| 1 | Accenture 2) *) | 2,000.0 | 8,000 |
| 2 | T-Systems 1) *) | 1,400.0 | 4,000 |
| 3 | IBM Global Business Services 2) *) | 1,280.0 | 3,800 |
| 4th | Capgemini Germany 2) *) | 920.0 | 3,800 |
| 5 | NTT Data Germany | 702.0 | 4,294 |
| 6th | Atos IT Solutions and Services 1) *) | 640.0 | 3,000 |
| 7th | msg systems | 621.4 | 4,600 |
| 8th | DXC Technology | 470.0 | 1,360 |
| 9 | Allgeier | 434.9 | 3.082 |
| 10 | Tata Consultancy Services Germany 4) *) | 433.0 | 1,600 |
| 11 | Infosys Limited *) | 390.0 | 1,600 |
| 12 | Sopra Steria Consulting | 344.8 | 2.173 |
| 13 | Arvato Systems Group | 312.9 | 2.006 |
| 14th | Mieschke Hofmann and Partner (MHP) | 310.0 | 1,800 |
| 15th | CGI (Germany) | 285.0 | 2,350 |
| 15th | All for One Steeb | 262.2 | 1,134 |
| 17th | Adesso SE | 260.0 | 2,194 |
| 18th | ESG electronics system and logistics group | 246.9 | 1,540 |
| 19th | Cognizant Technology Solutions GmbH | 240.0 | 1,400 |
| 20th | Materna GmbH | 218.0 | 1,741 |
| 21st | Lufthansa Systems *) | 460.0 | 2,700 |
| 22nd | Wipro | 190.0 | 750 |
| 16 | Reply AG | 162.0 | 1,090 |
| 18th | BTC Business Technology Consulting AG | 177.6 | 1,539 |
| 24 | Senacor Technologies AG | 120.1 | 383 |
- *) Sales and / or employee numbers are partially estimated
- 1) Turnover from IT consulting and system integration
- 2) Sales also include sales with management consulting
- 3) Planned merger with Sopra not yet taken into account
- 4) 2013/2014 financial year
- 5) Is a wholly-owned subsidiary of NTT Data Europe
Inclusion in this ranking is subject to precisely defined criteria. More than 60 percent of sales are achieved with IT consulting, individual software development and system integration . The analysis of 2013 includes 61 companies including the top 25.
IT service
Alphabetical order of the 25 largest IT service companies in Germany in 2013:
| Companies | Sales in Germany in million euros | Number of employees in Germany |
|---|---|---|
| Aareon | 119.8 | 713 |
| Atos IT Solutions and Services 1) *) | 1,221.0 | 6.130 |
| Bitmarck Holding | 286.0 | 1,350 |
| Bull GmbH *) | 42.0 | 500 |
| Cenit | 101.9 | 566 |
| Cognizant (Germany) Group 2) *) | 145.0 | 590 |
| Computacenter *) | 1,529.0 | 4,802 |
| Controlware (group) | 169.0 | 570 |
| Datagroup | 156.1 | 1,300 |
| Dimension Data Germany | 700 | 1,500 |
| Fidelity Information Services Kordoba *) | 85.0 | 280 |
| Fiducia IT | 733.1 | 3,040 |
| Financial informatics | 1,508.4 | 4,992 |
| Freudenberg IT *) | 88.0 | 440 |
| Fujitsu TDS 3) | 110.0 | 860 |
| GAD (group) | 760.5 | 1,750 |
| GISA (group) | 85.4 | 586 |
| gkv computer science | 240.1 | 825 |
| H&D International Group (Hönigsberg & Düvel Datentechnik GmbH) | 86.5 | 1,544 |
| Hewlett-Packard Germany Services 1) *) | 1,370.0 | 4,100 |
| IBM Global Technology Services *) | 2,540.0 | 10,200 |
| SVA System Sales Alexander | 207.7 | 910 |
| T-Systems 1) *) | 5,053.0 | 22,600 |
| TUI InfoTec | 44.9 | 330 |
| Unisys Germany Group | 86.0 | 301 |
- *) Sales and / or employee numbers are partially estimated
- 1) Not including sales from IT consulting and system integration
- 2) The sales of the Cognizant (Germany) Group include the sales of the following subsidiaries: Cognizant Technology Solutions, Cognizant Solutions, Cognizant Business Services, Cognizant SetCon, Cognizant Consulting and Services (btconsult), Cognizant Energy and Financial Services Consulting.
- 3) Formerly TDS AG
Inclusion in this list is subject to precisely defined criteria. More than 50 percent of sales are achieved with IT services such as outsourcing, ASP, data center services, maintenance, training or software. However, this list does not represent a ranking, but only an alphabetically sorted market sample of the 25 most relevant IT service providers according to the above criteria. some international companies do not provide any corresponding information for Germany. On the other hand, the heterogeneity of the providers makes a specific classification difficult: IT areas outsourced as subsidiaries of economic and financial groups (e.g. Fiducia IT , GAD ), international technology groups (e.g. IBM , HP ), IT consultants and system integrators ( e.g. T-Systems ) as well as former system houses (e.g. Computacenter ). Due to the diversified portfolios, some companies can also appear in several Lünendonk lists.
The analysis of 2014 includes 30 companies including the top 25.
IT services in the narrower sense - according to Lünendonk, these include outsourcing , application management , facility management as well as equipment services, maintenance and training - represent an important sub-segment of the entire software and services market. IT service companies are primarily on the run Business (IT operations), while IT consultants mainly do change the business (project business).
According to the industry association Bitkom, the market volume for IT services in Germany in 2012 was 34.9 billion euros. The IT service providers examined in the Lünendonk study have turned over 18.9 billion euros.
The market forecasts of the 34 IT service providers involved in the study show an average growth rate of 3.7 percent for 2013. In the medium term, i.e. for the period 2013 to 2018 p. a., the respondents are more confident about the development of the IT service market overall. The simple arithmetic mean for these years is an average of 4.1 percent p. a. In the long-term market development 2018 to 2020 p. a. the expectations are somewhat more cautious: the mean value of the forecasts results in annual growth rates of 3.4 percent.
For 2012, the companies report an average increase in total sales generated in or from Germany of 7.6 percent. Eight of the 34 study participants had to accept declining sales. Sales at an IT service provider stagnated. For 2013, an average sales growth of 3.8 percent is anticipated. For the period 2013 to 2018, IT service companies are predicting higher annual growth rates of at least 5.4 percent on average.
In 2012, the providers had a total of around 103,508 permanent employees (2011: 92,387 employees; +5.5%). On average, around 78 percent of their employees are available to IT service companies as directly productive resources. The business of IT service providers entails a greater overhead for management, administration and sales than, for example, IT consulting and system integration companies or management consulting companies. The respondents were also asked to describe the problems in recruiting qualified IT workers using a scale (+2 = "very difficult" to −2 = "not difficult at all"). 70.0 percent of IT service providers rate the acquisition of qualified IT specialists as "very difficult" or "difficult"; 16.7 percent have no problems with it. 13.3 percent say "neutral". The mean is 0.87.
In terms of the range of services, the “banks” sector took first place in 2012 with an average share of sales of 22.5 percent. In the group of industrial sectors, the "automotive industry" (12.3%) has a top position. The IT service companies examined generate less than 3.0 percent of their sales with the other industrial sectors such as “electrical engineering”, “mechanical engineering” or “chemicals, pharmaceuticals”. The totality of the industrial segments comes to a 23.7 percent share of sales as a market sector. In 2012, the “retail” sector together with “health care” took third place with an average share of 9.5 percent each. "Transport, logistics" (9.0%) follows in fifth place, ahead of "Telecommunications, IT" with 6.5 percent, "Other services" with 6.3 percent and "Authorities, public services" with 5.9 percent.
On average, IT operating services ( outsourcing , managed services, “desktop management / client management ”, telecommunications services and BPO ) account for around 48 percent of the sales of the IT service companies examined. Realization projects , ie “ individual software development ”, “standard software introduction” and “ system integration ”, add up to an average of around 27 percent. The sale of IT products (hardware and standard software including maintenance) generates an average of 13.0 percent of sales. The rest is accounted for by the provision of IT experts and other services.
performance
IT services can be provided by external providers as well as by company departments. The outsourcing of IT services, especially in larger companies, is known as outsourcing . The advantage of an external provider for the company is that they can provide highly qualified specialist knowledge if required without the company having to acquire the relevant knowledge itself. However, there is a risk here that the company's individual circumstances and existing specialist knowledge are not sufficiently taken into account when implementing standards. It can therefore be advisable to outsource individual areas of the IT area. A distinction is made between:
- Complete outsourcing: disposal, maintenance, financing, purchasing and human resource management are included. This service provider assumes all corporate goals and overall responsibility for IT services.
- Selective outsourcing / outtasking: Individual areas of responsibility are taken over.
- Business Process Outsourcing: The entire business process is taken over and responsibility is transferred to the service provider.
Web links
- Example of an IT service contract ( Memento from October 23, 2008 in the Internet Archive )
- Fritz Kleiner: IT Service Management - From practice for practice . Springer Vieweg , 2013, ISBN 978-3-658-00180-3 .
Individual evidence
- ↑ itSMF Germany e. V. Publications. (No longer available online.) ItSMF Germany e. V., January 11, 2011, archived from the original on February 4, 2012 ; Retrieved January 28, 2012 . Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice.
- ↑ Archived copy ( memento of the original dated August 10, 2018 in the Internet Archive ) Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice.
- ↑ Lünendonk list 2014 "IT service companies in Germany (market sample)" (PDF; 399 kB)
- ↑ Alfons Regulator: Status of information technology in workshops for people with disabilities in Germany: IT-Alignment and IT-Staffing in Sheltered Workshops in Germany , GRIN Verlag, 2010, ISBN 978-3-640-69754-0 , p. 29ff ( restricted Preview in Google Book Search)
- ↑ IT Outsourcing Guide ( Memento from March 5, 2012 in the Internet Archive )
