Professional Documents
Culture Documents
www.claranet.co.uk
info@claranet.co.uk
0845 355 1000
@claranet
Innovation in
European IT
Claranet Research Report 2015
Introduction
European summaries
The European view - 4
Benelux - 6
France - 8
Germany - 10
Portugal - 12
Spain - 14
UK - 16
The IT department
1.1: The changing business - 20
1.2: IT challenges - 21
1.3: How are IT budgets changing? - 23
1.4: Understanding between the IT department and the business - 24
1.5: Measuring IT department performance - 26
1.6: The role of the IT department, 2015 and 2020 - 27
1.7: Skills in the IT department, 2015 and 2020 - 29
Innovation
2.1: Time management - 32
2.2: Formalising innovation - 33
2.3: Driving innovation - 34
2.4: Digital leadership - 35
Applications
3.1: Application development - 38
3.2: Application development, 2020 - 39
3.3: The future of DevOps - 41
3.4: Application hosting and management - 42
3.5: Application delivery - 43
IT services providers
4.1: IT services provider usage, 2015 and 2020 - 46
4.2: Services taken from IT services providers - 47
4.3: Why use an IT services provider? - 48
4.4: What factors were important in the choice of your IT services provider(s)? - 49
4.5: The ideal IT services provider vs the reality - 51
4.6: Where do IT services providers help most? - 53
Case study
Peugeot - 54
Contact us:
www.claranet.co.uk
info@claranet.co.uk
0845 355 1000
@claranet
Claranet
Founded in 1996, Claranet is one of
Europes leading IT services providers
offering businesses integrated hosting
and network services.
The company has annual revenues in
excess of 140 million (195 million*)
with over 800 employees in six
countries. While Claranet has grown
internationally, the focus has always
been on local service, out of local
offices, using local data centres.
Claranet brings together the best
people, process and technology to
provide flexible, secure and costeffective managed services that
guarantee network and application
performance. We allow customers
to focus on their core business, not
IT management.
Vanson Bourne
The research was carried out
by Vanson Bourne. Vanson Bourne
is an independent specialist in
market research for the technology
sector. For more information, visit
www.vansonbourne.com
EUROPEAN SUMMARIES
3%
26%
of IT leaders completely
understand their business
5
UK
15%
of UK IT infrastructure is currently
managed by third parties
9%
of IT department time
is spent innovating
36%
of organisations have an
innovation programme
89%
Benelux
31%
of IT estate is anticipated to
be managed by third parties
by 2020 in Benelux
Germany
12%
of German IT department
time is spent innovating
the joint highest in Europe
France
5%
Spain
Portugal
60%
Europe
62%
EUROPEAN SUMMARIES
Benelux
6
1218 billion
GDP (2014)
56 billion
1%
average IT department
budget increase (2014)
78%
of organisations have
a digital strategy
25%
of organisations have an
innovation programme
+65%
+15%
51%
33%
Europe
Benelux
3%
7%
7%
11%
9%
5%
10%
-40%
50%
-32%
+38%
-46%
16%
Europe
18%
Benelux
12%
16%
17%
15%
14%
13%
Innovation
Business projects
IT
operations projects
G
eneral maintenance
R
esponding to user problems
Changes
Unplanned work
T
alking to vendors
Other tasks
+21%
+11%
36%
30%
29%
28%
26%
19%
18%
13%
26%
24%
-13%
-50%
Business continuity
and disaster
recovery
Telephony
Infrastructure
hosting
Application
management
18%
14%
Storage
Source: www.tradingeconomics.com. Conversion rate: 1 USD = 0.89 EUR. 2 Source: Gartner Market Databook, 1Q15 Update, 31 March 2015 G00272883. Conversion rate 1 USD = 0.89 EUR.
Security
-71%
29%
20%
16%
14%
16%
14%
8%
Unified
communications
14%
+72%
38%
31%
Backup
Consultancy/
professional
services
Systems
integration
Monitoring and
reporting
4%
My organisation
does not currently
use IT services
providers
EUROPEAN SUMMARIES
France
8
rench organisations
emerged as some of
the most dynamic and
forward-looking in Europe,
focused on innovation,
collaboration, innovative application
development techniques and digital
strategies. Fully 97 per cent of
French respondents expect their
organisations to change radically over
the next two years, and it looks likely
that the IT department will sit at the
heart of this transformation.
2434 billion
GDP (2014)
102 billion
5%
average IT department
budget increase (2014)
Innovation
Business projects
IT
operations projects
G
eneral maintenance
R
esponding to user problems
Changes
Unplanned work
T
alking to vendors
Other tasks
7%
8%
11%
Europe
97%
12%
of organisations have
a digital strategy
12%
5%
12%
14%
16%
France
17%
17%
11%
of organisations have an
innovation programme
13%
13%
Corporate website
Developed internally
Developed both internally and by an external partner
Developed by an external partner
45%
Ecommerce
35%
41%
42%
20%
39%
48%
Extranets/portals
Databases
46%
Finance/ERP/HR
46%
31%
33%
33%
41%
35%
29%
23%
32%
22%
27%
40%
CRM
Collaboration and communication
14%
23%
41%
Mobile applications
Industry-specific applications
Source: www.tradingeconomics.com. Conversion rate: 1 USD = 0.89 EUR. 2 Source: Gartner Market Databook, 1Q15 Update, 31 March 2015 G00272883. Conversion rate 1 USD = 0.89 EUR.
9%
9%
43%
3%
9%
18%
27%
29%
34%
41%
29%
36%
12%
of organisations have
a digital strategy
14%
Germany
10%
17%
12%
41%
17%
12%
of organisations have an
innovation programme
Source: www.tradingeconomics.com. Conversion rate: 1 USD = 0.89 EUR. 2 Source: Gartner Market Databook, 1Q15 Update, 31 March 2015 G00272883. Conversion rate 1 USD = 0.89 EUR.
12%
15%
Europe
13%
13%
Operations
4%
9%
96%
Sales
Marketing
Legal/
compliance
HR
43%
Product
29%
32%
25%
24%
41%
31%
23%
35%
27%
28%
26%
41%
43%
44%
Finance
31%
28%
9%
22%
average IT department
budget increase (2014)
8%
11%
3%
32%
4%
7%
39%
Innovation
Business projects
IT
operations projects
G
eneral maintenance
R
esponding to user problems
Changes
Unplanned work
T
alking to vendors
Other tasks
27%
129 billion
11
42%
GDP (2014)
33%
3235 billion
56%
24%
41%
10
36%
Germany
22%
EUROPEAN SUMMARIES
EUROPEAN SUMMARIES
Portugal
12
174 billion
GDP (2014)
9 billion
-3%
average IT department
budget decrease
13
7%
19%
16%
19%
17%
14%
of organisations have an
innovation programme
Source: www.tradingeconomics.com. Conversion rate: 1 USD = 0.89 EUR. 2 Source: Gartner Market Databook, 1Q15 Update, 31 March 2015 G00272883. Conversion rate 1 USD = 0.89 EUR.
17%
Portugal
8%
14%
12%
of organisations have
a digital strategy
9%
6% 2% 6%
11%
Europe
74%
3%
13%
13%
Europe
Portugal
37%
44%
35%
48%
To increase efficiency
34%
26%
32%
40%
32%
22%
29%
33%
27%
41%
Cost savings
27%
42%
To drive innovation
27%
15%
26%
21%
24%
33%
11%
16%
EUROPEAN SUMMARIES
Spain
14
ealthy IT budgets,
combined with a
consistent and pervasive
focus on innovation and
digital strategies, put
Spanish organisations in good stead
to drive business change, of which
there is much expected; 95 per cent
of respondents predict radical change
within their organisation during the
next two years.
The Spanish market appears to
be dynamic and optimistic, with
businesses harnessing their IT
department as a driver for business
growth and IT departments nurturing
culturally progressive approaches. In
this sense, the Spanish market seems
to be overcoming the economic
uncertainty of recent years.
Spanish IT departments conduct the
greatest amount of IT performance
measurement of any European market.
By measuring their performance,
Spanish IT departments are able to
make better-informed decisions which
impact the business as a whole,
promoting a high level of transparency
and ensuring the department is
well aligned with the business
objectives. Another area where
Spanish IT departments commitment
to innovation is apparent is through
their high adoption rates of a DevOps
approach; eight in 10 expect to have
implemented a DevOps approach
within the next two years.
IT departments in the region exhibited
both the greatest understanding of
the rest of the business and were
in turn the best understood of the
European markets surveyed critical
for ensuring that IT services are fit-forpurpose. 98 per cent of organisations
surveyed had a digital strategy in
1209 billion
GDP (2014)
48 billion
5%
average IT department
budget increase (2014)
Innovation
Business projects
IT
operations projects
G
eneral maintenance
R
esponding to user problems
Changes
Unplanned work
T
alking to vendors
Other tasks
12%
9%
Europe
12%
14%
15%
10%
Spain
11%
16%
60%
11%
of organisations have an
innovation programme
Source: www.tradingeconomics.com. Conversion rate: 1 USD = 0.89 EUR. 2 Source: Gartner Market Databook, 1Q15 Update, 31 March 2015 G00272883. Conversion rate 1 USD = 0.89 EUR.
9%
6%
11%
of organisations have
a digital strategy
3%
7%
98%
17%
11%
13%
13%
Europe
Spain
+26%
+12%
73%
52%
-24%
58%
+27%
50%
33%
Performance-reporting
tools
(e.g. APM tools)
-71%
33%
25%
User feedback
(e.g. internal/external
interviews)
15
Availability-reporting
tools
(e.g. Uptime)
26%
Surveys
(e.g. Net Promoter)
21%
6%
We do not
measure the
performance of our IT
EUROPEAN SUMMARIES
UK
16
2245 billion
GDP (2014)
174 billion
5%
average IT department
budget increase (2014)
Innovation
Business projects
IT operations projects
General maintenance
Responding to user problems
Changes
Unplanned work
Talking to vendors
Other tasks
3%
7%
5%
11%
85%
3% 7%
14%
10%
17%
UK
12%
of organisations have
a digital strategy
16%
17%
17%
34%
14%
of organisations have an
innovation programme
13%
13%
Security and
compliance
48%
53%
Europe
UK
36%
48%
+23%
35%
+39%
48%
26%
43%
29%
+30%
17%
+5%
-10%
26%
We are not currently facing any
IT challenges in our organisation
13%
+24%
39%
Innovation
Shadow IT
21%
+27%
41%
37%
+8%
33%
+37%
Skills shortages
in-house
26%
Enabling collaboration
across the organisation
38%
39%
+10%
Improving/optimising IT
33%
Supporting the
business 24/7
Increasing
complexity
Data storage
and analytics
Source: www.tradingeconomics.com. Conversion rate: 1 USD = 0.89 EUR. 2 Source: Gartner Market Databook, 1Q15 Update, 31 March 2015 G00272883. Conversion rate 1 USD = 0.89 EUR.
9%
10%
Europe
50%
17
+30%
3%
1%
-66%
18
The IT department
1.1: The changing business - 20
1.2: IT challenges - 21
1.3: How are IT budgets changing? - 23
1.4: Understanding between the IT department
and the business - 24
1.5: Measuring IT department performance - 26
1.6: The role of the IT department, 2015 and 2020 - 27
1.7: Skills in the IT department, 2015 and 2020 - 29
19
20
THE IT DEPARTMENT
THE IT DEPARTMENT
84%
1.1
48%
UK IT decision-makers are, on
average, more likely to report that
something is a challenge today than
their European counterparts. They do,
however, predict the sharpest drop
in terms of the challenges that they
will likely face by 2020. Half state that
improving/optimising IT is a challenge
today, but just 32 per cent expect it to
remain one in 2020.
21
1.2
2015
2020
-2%
+5%
48%
-13%
-14%
-17%
-6%
47%
39%
41%
38%
37%
33%
36%
32%
35%
30%
33%
+6%
33%
0%
+4%
35%
29%
29%
26%
+19%
27%
25%
+8%
21%
13%
Europe
Benelux
France
Germany
Portugal
Spain
UK
84%
72%
97%
85%
61%
95%
81%
Security and
compliance
Increasing
complexity
Supporting
the business
24/7
Enabling
collaboration
across the
organisation
Improving/
optimising IT
Ensuring IT
can support a
fast-changing
business
Mobility and
the consumerisation of IT
Innovation
Data storage
and analytics
Skills
shortages
in-house
14%
Shadow IT
22
THE IT DEPARTMENT
THE IT DEPARTMENT
1.2: Continued
1.2a
Europe
Benelux
France
Germany
Portugal
Spain
UK
48%
44%
47%
48%
56%
34%
53%
Increasing complexity
39%
45%
36%
40%
38%
25%
48%
38%
43%
37%
30%
39%
42%
41%
Enabling collaboration
across the organisation
37%
44%
40%
31%
36%
31%
39%
Improving/optimising IT
36%
28%
34%
37%
25%
29%
50%
35%
46%
27%
28%
42%
25%
48%
33%
26%
27%
40%
22%
34%
43%
Innovation
29%
24%
27%
38%
22%
35%
26%
26%
22%
21%
26%
31%
26%
33%
21%
26%
10%
18%
36%
21%
26%
Shadow IT
13%
23%
9%
6%
14%
16%
17%
75%
23
1.3
Benelux
France
Germany
Portugal
Spain
UK
6%
5%
4%
3%
5%
5%
5%
4%
1%
5%
4%
1%
-3%
-1%
THE IT DEPARTMENT
THE IT DEPARTMENT
26%
1.4
22%
25
1.4a
Europe
Benelux
France
Germany
Portugal
Spain
UK
Europe
Benelux
France
Germany
Portugal
Spain
UK
Operations
30%
11%
37%
56%
4%
44%
25%
Operations
21%
6%
32%
41%
0%
35%
14%
Finance
31%
30%
34%
44%
7%
52%
19%
Finance
28%
17%
36%
42%
3%
59%
11%
Sales
25%
9%
39%
41%
4%
40%
18%
Sales
23%
7%
42%
43%
2%
34%
10%
Marketing
24%
5%
38%
35%
0%
48%
20%
Marketing
21%
9%
41%
31%
2%
31%
12%
Legal/compliance
23%
2%
42%
39%
1%
41%
19%
Legal/compliance
20%
1%
39%
36%
0%
31%
10%
HR
22%
7%
26%
41%
2%
34%
21%
HR
21%
8%
32%
32%
1%
44%
10%
Product
25%
0%
43%
43%
0%
42%
24%
Product
22%
1%
46%
32%
0%
40%
14%
All departments
26%
9%
37%
43%
3%
43%
21%
All departments
22%
7%
38%
37%
1%
39%
12%
26
THE IT DEPARTMENT
THE IT DEPARTMENT
21%
1.5
70%
70%
UK
France
60%
50%
60%
Spain
Germany
Portugal
Europe
50%
40%
40%
Benelux
30%
30%
Germany
20%
Europe
Benelux
20%
UK
Portugal
10%
France
10%
Spain
0%
0%
Performance-reporting
tools (e.g. APM tools)
Availability-reporting
tools (e.g. Uptime)
Surveys
(e.g. Net Promoter)
34%
27
28
THE IT DEPARTMENT
THE IT DEPARTMENT
1.6: Continued
1.6
France
Germany
Portugal
Spain
UK
2015
2020
Data security
49%
53%
63%
57%
32%
66%
56%
50%
37%
24%
32%
42%
30%
61%
38%
32%
Cost reduction
40%
32%
31%
52%
29%
30%
34%
31%
50%
27%
20%
36%
17%
42%
31%
26%
24%
35%
31%
19%
22%
30%
29%
31%
32%
21%
29%
30%
25%
25%
26%
34%
13%
30%
24%
14%
21%
28%
23%
25%
Contract management
22%
30%
22%
19%
34%
16%
23%
21%
12%
20%
27%
12%
16%
17%
18%
18%
14%
16%
18%
14%
20%
20%
17%
19%
14%
15%
17%
11%
17%
18%
16%
18%
12%
21%
17%
10%
10%
8%
14%
13%
Procurement
12%
9%
12%
14%
17%
16%
13%
11%
13%
11%
18%
12%
17%
8%
13%
12%
7%
9%
14%
14%
8%
11%
11%
11%
19%
3%
2%
37%
1%
14%
10%
8%
13%
10%
7%
7%
12%
5%
8%
13%
14%
4%
7%
6%
4%
7%
6%
12%
66%
1.7
-13%
-12%
66%
Application
development
Currently required
Required in 2020
-21%
-9%
-13%
-9%
83%
75%
29
+6%
81%
72%
Project
management
64%
Support
desk
62%
66%
Data analysis
+5%
81%
84%
74%
62% 65%
Business
analysis
Security and
compliance
73%
Technical
expertise
69%
63%
Vendor
management
30
Innovation
2.1: Time management - 32
2.2: Formalising innovation - 33
2.3: Driving innovation - 34
2.4: Digital leadership - 35
31
32
INNOVATION
INNOVATION
9%
7%
3% 9%
11%
14%
2.1
Innovation
Business projects
IT operations projects
General maintenance
Responding to user problems
7% 5%
8%
10%
16%
5%
17%
13%
12%
9%
France
12%
16%
9%
15%
14%
8%
16%
18%
Benelux
Europe
12%
4%
15%
Germany
17%
12%
11%
12%
2%
6%
19%
6%
9%
14%
10%
Spain
16%
17%
11%
16%
11%
11%
Portugal
UK
16%
17%
14%
30%
43%
8%
11%
47%
41%
26%
33%
35%
57%
60%
Spain
UK
27%
45%
Germany
7%
15%
10%
19%
3%
10%
17%
Portugal
5%
12%
37%
25%
France
6%
Y
es
N
o, but we are planning to implement one
N
o and we are not planning on implementing one
36%
Benelux
33
2.2
Europe
36%
12%
9%
10%
17%
13%
34%
29%
33%
7%
38%
34
INNOVATION
INNOVATION
45%
IT
Operations
Marketing
Product
Finance
2%
7% 1%
9%
10%
Europe
45%
11%
35
2.4
12%
89%
14%
Europe
2.3a
78%
Benelux
97%
96%
France
74%
Germany
98%
Portugal
85%
Spain
UK
2.4a
WHICH ARE THE TOP THREE DEPARTMENTS IN YOUR ORGANISATION MOST LIKELY TO DRIVE INNOVATION?
Europe
Benelux
France
Germany
Portugal
Spain
UK
IT
78%
90%
51%
87%
93%
83%
87%
Marketing
50%
83%
50%
39%
79%
51%
33%
Operations
47%
33%
51%
47%
44%
37%
58%
Product
38%
4%
41%
48%
5%
41%
50%
Finance
35%
23%
39%
32%
42%
43%
32%
Sales
34%
47%
48%
30%
21%
20%
29%
Legal/compliance
11%
3%
15%
14%
7%
19%
2%
HR
7%
17%
5%
4%
9%
6%
6%
31%
23%
25%
18%
42%
53%
20%
9%
47%
31%
9%
29%
21%
20%
15%
24%
6%
6%
11%
22%
7%
3%
Benelux
31%
8%
4%
13%
Europe
22%
France
16%
36%
5%
2%
4%
Germany
10%
2%
5%
15%
23%
17%
5%
3%
2%
Portugal
Spain
UK
36
Applications
3.1: Application development - 38
3.2: Application development, 2020 - 39
3.3: The future of DevOps - 41
3.4: Application hosting and management - 42
3.5: Application delivery - 43
37
38
APPLICATIONS
APPLICATIONS
3.2: A
pplication development, 2020
47%
of organisations develop
databases in-house the most
commonly internally developed
application type
3.1
ARE THE APPLICATIONS YOUR ORGANISATION USES DEVELOPED INTERNALLY OR BY AN EXTERNAL PROVIDER?
30%
39
3.2
1%
Developed internally
Developed both
internally and by an
external partner
Developed by an
external partner
Ecommerce
40%
20%
39%
Corporate website
43%
25%
33%
Mobile applications
37%
27%
37%
Extranets/portals
37%
28%
35%
Databases
47%
29%
24%
Finance/ERP/HR
39%
29%
32%
CRM
37%
25%
38%
34%
30%
36%
39%
23%
37%
Industry-specific applications
37%
30%
33%
10%
22%
24%
Europe
11%
17%
10%
France
Benelux
44%
Yes, there will be more
There will be the
same amount
No, there will be less
Don't know
5%
7%
12%
17%
70%
17%
Portugal
51%
Germany
45%
72%
3%
6%
14%
18%
35%
10%
25%
37%
22%
Spain
66%
UK
32%
40
APPLICATIONS
APPLICATIONS
3.2: Continued
3.2a
Corporate website
43%
-7%
40%
Mobile applications
37%
0%
37%
Databases
47%
33%
Extranets/portals
37%
-24%
28%
Collaboration and communication
34%
-24%
26%
Finance/ERP/HR
39%
-38%
24%
-30%
26%
41
Ecommerce
40%
-43%
23%
3.3
39%
-41%
23%
CRM
37%
-43%
21%
Industry-specific applications
37%
18%
-51%
Europe
Benelux
France
Germany
Portugal
Spain
UK
Yes
26%
24%
32%
24%
8%
35%
30%
29%
14%
43%
38%
10%
51%
11%
13%
23%
7%
11%
20%
4%
19%
25%
28%
14%
27%
51%
7%
31%
42
APPLICATIONS
APPLICATIONS
3.4: A
pplication hosting and management
Extranets/portals
33%
45%
38%
39%
36%
55%
28%
54%
Finance/ERP/HR
46%
CRM
35%
54%
45%
27%
25%
41%
29%
37%
Databases
Managed internally
Managed both internally and by an external partner
Managed by an external partner
36%
Corporate website
Mobile applications
of databases are
hosted internally
3.4
Ecommerce
55%
26%
31%
3.5
32%
Ecommerce
26%
Corporate website
25%
Mobile applications
24%
Extranets/portals
17%
Databases
20%
Finance/ERP/HR
29%
CRM
25%
20%
24%
Industry-specific applications
Availability
Performance
Security
46%
28%
39%
35%
27%
34%
35%
34%
36%
29%
38%
31%
33%
23%
32%
40%
39%
34%
25%
39%
31%
26%
26%
36%
28%
28%
30%
49%
40%
28%
43
44
IT services providers
4.1: IT services provider usage, 2015 and 2020 - 46
4.2: Services taken from IT services providers - 47
4.3: Why use an IT services provider? - 48
4.4: What factors were important in the choice of
your IT services provider(s)? - 49
4.5: The ideal IT services provider vs the reality - 51
4.6: Where do IT services providers help most? - 53
45
46
IT SERVICES PROVIDERS
IT SERVICES PROVIDERS
4.2: S
ervices taken from IT services providers
86%
47
4.2
35%
35%
30%
30%
25%
25%
20%
20%
15%
15%
10%
10%
5%
5%
Benelux
4.1
Europe
France
Germany
Portugal
Spain
UK
2015
2020
Unified communications
33%
37%
31%
37%
Telephony
30%
33%
Infrastructure hosting
29%
37%
Application management
28%
34%
Storage
26%
31%
Security
26%
31%
Backup
24%
33%
Consultancy/professional services
18%
23%
Systems integration
16%
22%
16%
25%
14%
11%
48
IT SERVICES PROVIDERS
IT SERVICES PROVIDERS
4.3
76%
49
of IT decision-makers ranked
application expertise as an
important reason for choosing
an IT services provider
4.4
WHAT WAS THE MOST IMPORTANT FACTOR IN THE CHOICE OF YOUR IT SERVICES PROVIDER(S)?
Benelux
France
Germany
Portugal
Spain
UK
50%
16%
28%
33%
26%
34%
50%
43%
34%
44%
39%
22%
46%
30%
27%
40%
29%
31%
44%
17%
22%
41%
16%
32%
44%
39%
32%
48%
43%
18%
To increase efficiency
41%
25%
41%
26%
21%
47%
Cost savings
30%
19%
27%
42%
13%
33%
28%
26%
21%
21%
24%
34%
27%
1%
11%
16%
4%
11%
To drive innovation
24%
33%
34%
15%
28%
20%
23%
37%
35%
22%
33%
31%
23%
15%
30%
33%
22%
27%
UK
86%
France
73%
Germany
90%
Spain
73%
Portugal
69%
Benelux
85%
Support
Breadth of
portfolio
Clear SLAs
Application
expertise
Security
expertise
Application
expertise
50
IT SERVICES PROVIDERS
IT SERVICES PROVIDERS
4.4: Continued
4.4a
Organisations overwhelmingly
favour IT services providers that can
proactively engage with them over
those that will simply follow orders.
Over half (54 per cent) believe that IT
services providers should be trusted
advisers, and 46 per cent think they
should be innovators. By contrast,
just one in 10 stated that IT services
providers should be passive, and a
quarter believed the relationship should
simply be transactional.
HOW IMPORTANT WERE THE FOLLOWING REASONS FOR CHOOSING YOUR IT SERVICES PROVIDER(S)?
Benelux
France
Germany
Portugal
Spain
UK
Trusted brand
58%
56%
82%
44%
70%
60%
Security expertise
65%
70%
90%
39%
73%
75%
Clear SLAs
68%
73%
71%
54%
69%
73%
Support
59%
73%
81%
48%
62%
86%
Breadth of portfolio
48%
60%
76%
31%
73%
44%
Flexibility
36%
72%
85%
35%
66%
64%
Price
57%
70%
87%
58%
70%
72%
55%
61%
81%
45%
71%
60%
50%
62%
78%
49%
62%
52%
72%
62%
85%
46%
70%
60%
36%
69%
84%
20%
67%
57%
References
52%
60%
76%
38%
70%
55%
Application expertise
85%
73%
86%
69%
72%
69%
4.5
Ideal
Reality
Aggregator of IT services
20%
17%
Expert guide
43%
38%
Influencer
30%
26%
Innovator
46%
33%
Passive
11%
10%
42%
40%
Transactional
24%
25%
Trusted adviser
54%
40%
54%
51
52
IT SERVICES PROVIDERS
IT SERVICES PROVIDERS
4.5: C
ontinued
4.5a
Benelux
France
Germany
Portugal
Spain
UK
Aggregator of IT services
41%
9%
13%
30%
19%
23%
Expert guide
54%
29%
44%
32%
29%
62%
Influencer
42%
31%
31%
26%
26%
27%
Innovator
42%
57%
49%
26%
48%
42%
Passive
27%
9%
7%
13%
6%
11%
44%
48%
35%
38%
30%
51%
Transactional
29%
22%
21%
27%
39%
17%
Trusted adviser
57%
53%
56%
44%
32%
69%
Benelux
France
Germany
Portugal
Spain
UK
Aggregator of IT services
33%
9%
12%
22%
19%
18%
Expert guide
42%
32%
50%
28%
38%
35%
Influencer
17%
27%
31%
14%
32%
26%
Innovator
15%
44%
45%
13%
52%
23%
Passive
11%
10%
3%
9%
8%
17%
46%
51%
33%
32%
34%
41%
Transactional
30%
34%
18%
19%
30%
21%
Trusted adviser
41%
26%
56%
26%
30%
51%
61%
53
of IT decision-makers view
flexibility to deliver customisable
solutions as an important way in
which IT services providers help
their business
4.5b
4.6
Benelux
France
Germany
Portugal
Spain
UK
61%
59%
58%
68%
60%
52%
62%
49%
35%
46%
44%
49%
48%
62%
48%
58%
41%
37%
62%
46%
53%
38%
29%
49%
50%
15%
48%
28%
38%
33%
41%
47%
25%
38%
35%
34%
32%
49%
35%
19%
55%
14%
Commitment to delivering
lasting value to clients
33%
52%
17%
20%
69%
12%
45%
CASE STUDY
55
About Peugeot
Established in France in 1810 as an
engineering firm producing a host of
mechanical objects, Peugeot is bestknown today as one of the leading car
manufacturers in the world.
Claranets technological
expertise is plain to see they
understood our requirements
immediately but it has been
the overall service wrap that has
impressed us the most.
Vijay Mistry
Manager Technical Services,
PSA Peugeot Citron
The challenge
At the beginning of 2013, a highprofile IT services provider collapsed,
impacting a number of businesses
including Peugeot.
The company had been relying on
the MSP to manage the hosting of a
number of microsites and suddenly
found itself in the position of having to
find, vet and migrate to a new hosting
provider quickly or risk temporarily
losing the delivery of these sites. Such
a scenario would have dealt a serious
blow for the car dealer, explained Vijay
Mistry, Manager Technical Services,
at PSA Peugeot Citron.
The solution
Having consulted with and reviewed
a number of suppliers, Peugeot opted
for Claranet, which came up with a
proposal that would not only meet its
requirements for the immediate short
term, but which would also be fit for
purpose five years down the line.
Claranets recommendations for
our hosting solution were head and
shoulders above the other suppliers
that we spoke to, Mistry explained.
While our primary concern was
getting our microsites up and running,
we were also keen to see what other
options were available in terms of our
hosting arrangements.
The benefits
In spite of the tight time frame,
Claranet took the time to work out the
hosting solution that would be right in
the short term, to maintain delivery of
Peugeots web properties but also
with a mind to developing the solution
over time.
Mistry said: The main constraint with
this project was time. Our previous
supplier collapsed in quite a sudden
and dramatic fashion, giving us only
a short time to find a new hosting
provider. Claranet fully appreciated
the situation and the pressure that
we were under, and responded
accordingly. Typically a migration
project like this could take over a
month to complete from start to finish;
that Claranet were able to deliver the
solution within such a short space of
time is an absolute credit to them.
The success of the relationship
with Claranet owes much to its
ongoing technical support and
technical architects, who helped
to devise a migration road map as
the solution evolved. Since initial
implementation of the managed
hosting solution, Peugeot has
steadily increased its workloads