Middle Eastern Managed Services Market Emerging Opportunities in the Managed Services Market

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1 Middle Eastern Managed Services Market Emerging Opportunities in the Managed Services Market October 2012

2 Disclaimer Frost & Sullivan takes no responsibility for any incorrect information supplied to us by manufacturers or users. Quantitative market information is based primarily on interviews and therefore is subject to fluctuation. Frost & Sullivan research services are limited publications containing valuable market information provided to a select group of customers in response to orders. Our customers acknowledge when ordering that Frost & Sullivan research services are for our customers internal use and not for general publication or disclosure to third parties. No part of this research service may be given, lent, resold, or disclosed to non-customers without written permission. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the permission of the publisher. For information regarding permission, write to: Frost & Sullivan Sullivan House 4 Grosvenor Gardens London, SW1W 0DH 2012 Frost & Sullivan. All rights reserved. This document contains highly confidential information and is the sole property of Frost & Sullivan. No part of it may be circulated, quoted, copied or otherwise reproduced without the written approval of Frost & Sullivan. 2

3 Certification We hereby certify that the views expressed in this research service accurately reflect our views based on primary and secondary research with industry participants, industry experts, end users, regulatory organisations, financial and investment community, and other related sources. In addition to the above, our robust in- house forecast & benchmarking models along with the Frost & Sullivan Decision Support Databases have been instrumental in the completion and publishing of this report. We also certify that no part of our analyst compensation was, is or will be, directly or indirectly, related to the specific recommendations or views expressed in this service. 3

4 Contents Section Slide Numbers Executive Summary 16 Market Overview 21 External Challenges: Drivers and Restraints Total Market 25 Forecasts and Trends Total Managed Services Market 35 Market Share and Competitive Analysis Total Managed Services Market 44 Competitor Profiles of Selected Industry Participants 51 Segment Analysis: Cloud Services 62 Saudi Arabia Breakdown 89 Economic outlook 91 Regulatory Framework 95 Total Managed Service Market 96 Competitive Environment & Analysis 98 Drivers & Restrains 113 UAE Breakdown 122 Economic outlook 124 4

5 Contents Section Slide Numbers Regulatory Framework 128 Total Managed Service Market 129 Competitive Environment & Analysis 131 Drivers & Restrains 147 Qatar Breakdown 156 Economic outlook 158 Regulatory Framework 162 Total Managed Service Market 163 Competitive Environment & Analysis 165 Drivers & Restrains 178 Kuwait Breakdown 187 Economic outlook 189 Regulatory Framework 193 Total Managed Service Market 194 Competitive Environment & Analysis 196 5

6 Contents Section Slide Numbers Drivers & Restrains 209 Oman Breakdown 218 Economic outlook 220 Regulatory Framework 224 Total Managed Service Market 225 Competitive Environment & Analysis 227 Drivers & Restrains 240 Bahrain Breakdown 249 Economic outlook 251 Regulatory Framework 255 Total Managed Service Market 256 Competitive Environment & Analysis 258 Drivers & Restrains 269 Strategic Recommendation for Service Providers 278 Last Word 285 6

7 List of Figures Section Slide Numbers Total Managed Services Market: GCC, Total Managed Services Market: Competitive Structure: GCC, Cloud Services Market: Per cent Contribution by Cloud Type: GCC, Total Managed Services Market: Saudi Arabia, Total Managed Services Market: Competitive Structure: Saudi Arabia, Saudi Arabia Competitive Landscape Overview 103 Managed Services Market: Company Market Share Analysis of Top Five Participants: Saudi Arabia, 2011 Total Managed Services Market: UAE, Total Managed Services Market: Competitive Structure: UAE, UAE Competitive Landscape Overview 137 Managed Services Market: Company Market Share Analysis of Top Five Participants: UAE, 2011 Total Managed Services Market: Qatar, Total Managed Services Market: Competitive Structure: Qatar, Qatar Competitive Landscape Overview

8 List of Figures (continued) Section Managed Services Market: Company Market Share Analysis of Top Five Participants: Qatar, 2011 Slide Numbers Total Managed Services Market: Kuwait, Total Managed Services Market: Competitive Structure Kuwait, Kuwait Competitive Landscape Overview 201 Managed Services Market: Company Market Share Analysis of Top Five Participants: Kuwait, 2011 Total Managed Services Market: Oman, Total Managed Services Market: Competitive Structure: Oman, Oman Competitive Landscape Overview 232 Managed Services Market: Company Market Share Analysis of Top Five Participants: Oman, 2011 Total Managed Services Market: Bahrain, Total Managed Services Market: Competitive Structure Bahrain, Bahrain Competitive Landscape Overview 263 Managed Services Market: Company Market Share Analysis of Top Five Participants: Bahrain,

9 List of Charts Section Slide Numbers Total Managed Services Market Revenue Forecast: GCC, Managed Services Market Breakdown by Country: GCC, Managed Service Market Revenue Structure by Verticals: GCC, Managed Services Market Split by Service Type: GCC, Managed Services Market Split by Client Size: GCC, Managed Service Market Revenue Structure by type of companies: GCC, Managed Services Market Revenue Structure Managed Services Market: GCC, Segregation of Top 20 Competitors Managed Services Market: GCC, Revenues of Top 20 Managed Service Providers in GCC (US$ million) 50 Cloud Service development scenarios: GCC, Cloud Service End user adoption metrics: GCC, Cloud Services Market: Key Success Factors (GCC), Cloud Services Market: End-user Requirements Security: GCC, Cloud Services Market: End-user Requirements Reliability: GCC, Cloud Services Market: End-user Requirements Ease of Use: GCC,

10 List of Charts (continued) Section Slide Numbers Cloud Services Market: End-user Requirements Standartisation: GCC, Cloud Services Market: End-user Requirements Price Models: GCC, Cloud Services Market: End-user Requirements SLAs: GCC, Gross Domestic Product ( GDP) and real GDP Growth forecast: Saudi Arabia, Inflation forecast: Saudi Arabia, Composition of GDP: Saudi Arabia, ICT market indicators: Saudi Arabia, IT Spending: Saudi Arabia, Total Managed Services Market Revenue Forecast: Saudi Arabia, Managed Service Market Revenue Structure by Verticals: Saudi Arabia, Managed Services Market Split by Service Type: Saudi Arabia, Managed Services Market Split by Client Size: Saudi Arabia, Managed Service Market Revenue Structure: Saudi Arabia, Revenues of Managed Service Providers in Saudi Arabia (US$ million) 106 Gross Domestic Product ( GDP) and real GDP Growth forecast: UAE,

11 List of Charts (continued) Section Slide Numbers Inflation forecast: UAE, Composition of GDP: UAE, ICT market indicators: UAE, IT Spending: UAE, Total Managed Services Market Revenue Forecast: UAE, Managed Service Market Revenue Structure by Verticals: UAE, Managed Services Market Split by Service Type: UAE, Managed Services Market Split by Client Size: UAE, Managed Services Market Engagement Model: UAE, Managed Service Market Revenue Structure : UAE Revenues of Managed Service Providers in UAE (US$ million) 140 Gross Domestic Product ( GDP) and real GDP Growth forecast: Qatar, Inflation forecast: Qatar, Composition of GDP: Qatar,

12 List of Charts (continued) Section Slide Numbers ICT market indicators: Qatar, IT Spending: Qatar, Total Managed Services Market Revenue Forecast: Qatar, Managed Service Market Revenue Structure by Verticals: Qatar, Managed Services Market Split by Service Type: Qatar, Managed Services Market Split by Client Size: Qatar, Managed Service Market Revenue Structure: Qatar, Revenues of Managed Service Providers in Qatar (US$ million) 173 Gross Domestic Product ( GDP) and real GDP Growth forecast: Kuwait, Inflation forecast: Kuwait, Composition of GDP: Kuwait, ICT market indicators: Kuwait, IT Spending: Kuwait, Total Managed Services Market Revenue Forecast: Kuwait, Managed Service Market Revenue Structure by Verticals: Kuwait,

13 List of Charts (continued) Section Slide Numbers Managed Services Market Split by Service Type: Kuwait, Managed Services Market Split by Client Size: Kuwait, Managed Service Market Revenue Structure: Kuwait, Revenues of Managed Service Providers in Kuwait (US$ million) 204 Gross Domestic Product ( GDP) and real GDP Growth forecast: Oman, Inflation forecast: Oman, Composition of GDP: Oman, ICT market indicators: Oman, IT Spending: Oman, Total Managed Services Market Revenue Forecast: Oman, Managed Service Market Revenue Structure by Verticals: Oman, Managed Services Market Split by Service Type: Oman, Managed Services Market Split by Client Size: Oman, Managed Service Market Revenue Structure: Oman, Revenues of Managed Service Providers in Oman (US$ million)

14 List of Charts (continued) Section Slide Numbers Gross Domestic Product ( GDP) and real GDP Growth forecast: Bahrain, Inflation forecast: Bahrain, Composition of GDP: Bahrain, ICT market indicators: Bahrain, IT Spending: Bahrain, Total Managed Services Market Revenue Forecast: Bahrain, Managed Service Market Revenue Structure by Verticals: Bahrain, Managed Services Market Split by Service Type: Bahrain, Managed Services Market Split by Client Size: Bahrain, Managed Service Market Revenue Structure: Bahrain, Revenues of Managed Service Providers in Bahrain (US$ million) 266 Managed Services Market Strategic Recommendations: GCC,

15 Study Objectives and Research Scope 15

16 Aim and Objective Objective 1 To identify and analyse key industry challenges, drivers, and restraints affecting the managed services market The aim of this research is to provide a full analysis of the managed services market in the GCC. Objective 2 To determine the current revenues and provide forecasts for the total market, and identify key managed services segments Objective 3 To analyse the industry s competitive environment and trends, identify key industry participants, and benchmark their product offerings Objective 4 To identify the managed services market differences across the GCC states. Objective 5 To analyse GCC market readiness for the cloud computing uptake and identify current challenges in the region. Source: Frost & Sullivan analysis. 16

17 Gulf Cooperation Council Geographic Scope The project will focus on the Gulf Cooperation Council (GCC) Region: Saudi Arabia UAE Qatar Kuwait Oman Bahrain 17

18 Research Scope Competitor Scope Product Scope The competitor scope will include the following companies: Injazat Saudi Telecom Company (STC) Gulf Business Machines (GBM) IBM Wipro Etisalat HP TCS Jerraisy JCCS Mobily Arabic Computer Systems ACS Qtel Batelco MEEZA Diyar United Company CNS MDS The product scope will include the following managed services: Infrastructure Support Managed Desktop Managed Router Managed Network Network Security Disaster Recovery & Business Continuity Services Data Center Hosting Cloud Computing Source: Frost & Sullivan analysis. 18

19 Market Overview Key Questions This Study Will Answer How is the market for managed services changing in the GCC? What are the key trends in the manage services markets? What is the level of adoption of managed services offerings and cloud-based services in the different GCC states? What customer needs and demand trends are pertinent in the key verticals in the GCC? Which companies are leading managed services providers in the GCC? What type of companies dominate GCC markets? What are key differences in the managed service market adoption across GCC countries? Are the products/services offered presently meeting customers needs or are there opportunities to develop tailored offerings that could address these needs? Source: Frost & Sullivan analysis. 19

20 Executive Summary 20

21 Drivers and Restraints Managed Services Market: Key Market Drivers and Restraints (GCC), Increasing need to focus on core business processes is driving the demand for outsourced services 1-2 years 3-5 years 6-10 years Market Drivers Government support for infrastructural developments which also affect the IT market Shortage of in-house skills is driving the demand for third-party services Increasing competition is driving the price of managed services down Market Restraints Data Security Concerns remains a major hurdle in the GCC region Regional connectivity issues, high bandwidth costs and no SLA between MS providers and ISPs Local workforce quota requirement increase price for managed services Budget limitations on IT expenditure reduces uptake in the managed services market Impact: High Medium Low Source: Frost & Sullivan analysis. 21

22 Executive Summary Market Engineering Measurements Market Overview Managed Services Market: GCC, 2011 Market Stage Market Revenues Base Year Market Growth Rate Market Size at End of Forecast Period Growth $932 M 11.6% $3.11 B (2011) (2018) X-year Forecast Market Growth Rate Customer Price Sensitivity Degree of Technical Change Market Concentration 18.8% % (CAGR) (scale:1 [Low] to 10 [High]) (scale:1 [Low] to 10 [High]) (% of market share held by top 3 companies) Decreasing Stable Increasing For a tabular version click here. Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. 22

23 Total Market Revenue Forecast Revenue (US$ Million) Total Managed Services Market Revenue Forecast: GCC, ,500 3,000 2,500 2,000 1,500 1, Revenue ,07 1,25 1,47 1,75 2,11 2,56 3,11 Growth Rate CAGR = 18.8% The managed service market in the GCC region experienced a 11.6 per cent growth. It is projected that the market will grow at 18.8 per cent CAGR during the forecast period and the market will reach US$ 3,116 in The majority of this growth is accounted for the three leading countries in the region- KSA, UAE and Qatar. Managed Services Market Breakdown by Country: GCC, 2011 Kuwait 7.2% Oman 3.7% Qatar 10.0% Bahrain 4.0% KSA 39.3% UAE 35.7% The businesses in the region still limit their spending on non core operations. It was a common trend across the Gulf as companies started seeking efficiency. It forced a shift from Capex to Opex, reducing total cost of ownership on IT equipment. Infrastructure support is expected to remain the most demanded type of managed services, while data hosting services and DR &BCs will also lead the growth. Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. 23

24 Managed Services Market Splits Managed Service Market Revenue Structure by Verticals: GCC, 2011 Manufacturing 4.5% Education 4.5% Media 4.8% Health 5.9% IT & Telecom 12.6% Other 14.7% Government 21.6% BFSI 18.2% Gas & Oil 13.2% Managed Services Market Split by Service Type: GCC, 2011 Web Hosting 5.4% Application Hosting 5.9% Network Security 7.6% DR & BCs 8.5% Other 1.5% Infrastructure Support 49.6% Data Centre Hosting 21.5% The governmental entities and BFSI organisations in the Gulf were the key clients for the MS providers; the oil & gas vertical, the biggest contributor to countries economy, generated only 13.2 per cent. The future MS market growth is expected to be led by orders from oil & gas vertical, IT & Telecom, health, media and manufacturing. Companies in the Gulf have a shortage of skilled IT personnel and the red tapism involved in bringing an expat staff is time consuming, hence MS providers come handy with their experience and infrastructure. Data centre hosting services was the second largest segment; it is projected to grow faster than the whole MS market due to significant demand for data hosting in the KSA. Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. 24

25 Vertical Analysis Medium Companies 26% Small Companies 9% Managed Services Market Split by Client Size: GCC, 2011 Managed Services Market Split by Service Type: GCC, 2011 Telecom Operators 22.3% International SI 28.4% ISP 4.1% Large Enterprises 65% Small Companies have 1-50 employees Medium Companies have employees Large Enterprises have at least 500 employees HSP 15.6% Local SI 29.6% The large enterprises in the Gulf usually sign up for infrastructure support services, DR & BCs and network security services. While demand for data hosting solutions is on the rise, a big share of large enterprises still choose to keep their data on their proprietary servers on site. SMBs generated more than a third of regions MS revenue. It is expected that their market share will increase in the future due to dropping service price, increased competition, decreasing broadband cost, and new developments, especially cloud computing. Four types of companies telecom operators, International and local system integrators and data hosting service providers dominate the managed services market in the GCC region. Note: All figures are rounded. The base year is Source: Frost & Sullivan analysis. 25

26 Competitive Analysis Market Share International players have successfully penetrated the GCC managed services market, particularly KSA and UAE which are the largest markets. Out of the 20 top MS service providers 7 were international SI s, 6 local SIs, while there were 4 telecom operators and 3 hosting service providers. Managed Services Market Revenue Structure Managed Services Market: GCC, 2011 Segregation of Top 20 Competitors Managed Services Market: GCC, 2011 Injazat 8% STC 5% GBM 5% IBM 5% Wipro 4% Hosting Service Providers 7% Telecom Operators 25% Other 50% ACS 3% JCCS 4% Mobily 4% Etisalat 4% HP 4% TCS 4% International SI 43% Local SI 25% Other: % Qtel 3.3 MDS 2.2 Mahindras 2.9 Infosys 2.1 EHDF 2.8 MEEZA 2.1 Diyar United 2.6 Ejada 2 Ebttikar 2.2 Other 30 Note: All figures are rounded. Source: Frost & Sullivan analysis. 26

27 Further Sections Country Overviews includes Economic outlook with core segments: GDP, Inflation, composition of GDP, Key ICT indicators and IT spend forecast. Explicit presentation of drivers and restrains of managed services market per country. Regulatory Framework per country. Managed Service market revenue per country with subdivisions similar to the ones provided in this executive summary document i.e. Managed Services revenue by Vertical, by Service Type and by Client size. Competitive Analysis of the key market players per country Company profiles of selected managed service providers including their core product lines, list of key clients in the region, growth levels, revenues and market shares. Section overviewing cloud computing stance in the GCC, which includes Cloud Service development scenarios, Cloud Service End user adoption metrics and Key Success Factors for Cloud Service Providers. Finally strategic recommendations for better market penetration for the managed service providers 27

28 About Frost & Sullivan 28

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