The ISG Outsourcing Index Global Market Data and Insights. Second Quarter and First Half Hosted by: Joe Foresi, Janney Capital Markets

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1 1 The ISG Outsourcing Index Global Market Data and Insights Second Quarter and First Half 2015 Hosted by: Joe Foresi, Janney Capital Markets 16 July 2015

2 2 Welcome to the 51 th Quarterly ISG Outsourcing Index Review Covering the state of the outsourcing industry for global, commercial contracts. * John Keppel Partner & President Esteban Herrera Partner Stanton Jones Director & Emerging Technology Analyst

3 At a Glance NUMBER OF AWARDS SET RECORDS DURING THE QUARTER ACROSS A VARIETY OF BROADER MARKET AREAS 3 AN ABSENCE OF LARGE AWARDS HOLDS BACK 1H ACV ACROSS THE BROADER MARKET AMERICAS ACV UP BOTH Y/Y AND Q/Q WITH STRENGTH FROM U.S. MARKET AND SMALLER-INDUSTRY VERTICALS EMEA ACV DOWN Y/Y BUT UP Q/Q WITH STEPPED-UP ACTIVITY IN THE U.K., FINANCIAL SERVICES AND ENERGY VERTICALS ASIA PACIFIC ACV DOWN Y/Y BUT UP Q/Q ON THE STRENGTH OF APPLICATION OUTSOURCING AND INDIAN MARKETS Scorecard 2Q15 2Q Y/Y 2Q Q/Q ACV ($B)* Change Change Global Market $ 6.2-7% 24% New Scope $ % 18% Restructurings $ 2.4-1% 33% Mega-relationships $ % -65% ITO $ 4.8-8% 43% BPO $ 1.4-6% -15% Americas $ % 29% EMEA $ % 23% Asia Pacific $ % 8% 1H15 1H Y/Y ACV (B)* Change $ % $ % $ % $ % $ % $ 3.1 4% $ 4.9 9% $ % $ %

4 Broader Market Contract Award Trends 2Q15 Broader Market ACV is up 24% Q/Q and down 7% Y/Y. The number of 2Q awards set a record high. 1H15 ACV is down 14% from 1H14 in a smaller-deal market. Broader Market Quarterly ACV ($B)* and Counts ACV 363 Counts $4.0 $6.3 $4.8 $6.3 $6.7 $5.6 $6.7 $5.0 $6.2 2Q13 3Q13 4Q13 1Q14 2Q14 3Q14 4Q14 1Q15 2Q15 Half-Year Broader Market ACV ($B)* Half-Year Broader Market Counts 1H ACV 2H ACV 1H Counts 2H Counts $17.6 $8.1 $9.4 $18.7 $9.6 $9.1 $21.5 $10.1 $11.4 $23.0 $12.1 $10.9 $23.8 $10.5 $13.3 $24.7 $13.9 $10.8 $25.2 $11.6 $13.6 $21.0 $11.1 $10.0 $25.3 $12.3 $13.0 $ , , , , , ,

5 Americas Contract Award Trends 2Q15 Americas ACV is up 29% Q/Q and 11% Y/Y with a record-high award count. 1H15 New Scope increases over 1H14 by 2% in ACV and 32% in contract counts. 5 Americas Quarterly ACV ($B)* and Counts Americas Half-Year ACV ($B)* ACV Counts 1H ACV 2H ACV $ $ $ $ $ $ $ $2.1 $2.8 $8.6 $3.6 $4.9 $7.5 $3.8 $3.6 $6.9 $3.4 $3.4 $9.0 $4.6 $4.4 $9.2 $3.2 $6.0 $8.4 $4.5 $4.0 $9.2 $4.0 $5.2 $7.3 $3.5 $3.8 $9.6 $5.1 $4.5 $4.9 2Q13 3Q13 4Q13 1Q14 2Q14 3Q14 4Q14 1Q15 2Q Americas Half-Year Counts Americas Half-Year Segment ACV ($B)* H Counts H Counts $4.5 $3.5 $2.5 $1.5 $0.5 Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15 $2.6 $2.3 $3.3 New Scope Restructuring ITO BPO $1.6

6 Americas Contract Award Trends Detail 2Q15 ACV increases due to strength in the U.S. Traditionally smaller verticals such as Transportation, Retailing and Healthcare help support market growth. 6 Americas Sub-regions Half-Year ACV ($B)* Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15 $4.5 $4.0 $3.5 $3.0 $2.5 $2.0 $1.5 $1.0 $0.5 $- U.S. 1 $4.2 $0.60 $0.50 $0.40 $0.30 $0.20 $0.10 $0.00 $0.34 $0.16 $0.02 Canada Brazil Mexico Other LatAm $0.11 Americas Industry Half-Year ACV ($B)* $1.4 $1.2 $1.0 $0.8 $0.6 $0.4 $0.2 $- Financial Services $0.83 $0.72 Manufacturing Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15 Telecom & Media $0.54 Healthcare & Pharma $0.70 Energy $0.40 $0.41 $0.42 $0.43 $0.40 Business Services Consumer Products & Goods Travel Transport Leisure Retail

7 ISG Sourcing Market Standouts in the Americas Cognizant moves into the Big 10 category. BPOs and service providers with substantial offshore profiles lead in the Building tier. The Breakthrough 10 experiences a 40% turnover. 7 SOURCING STANDOUTS GROUPED BY COMPANY SIZE The Big 10 Sourcing Standouts The Building 10 Sourcing Standouts The Breakthrough 10 Sourcing Standouts Accenture Atos BT Capgemini Cognizant 1 Dell HP 1 IBM TCS Xerox Co. Revenues > $10B Aon Hewitt CGI CompuCom Convergys 1 Genpact HCL Infosys Tech Mahindra 1 Teleperformance Wipro Co. Revenues $2-10 B APAC Customer Services Firstsource Solutions ICF International IGATE Luxoft Minacs 1 Mindtree 1 Syntel UST Global 1 Virtusa 1 Co. Revenues < $2 B 1 New to group as of the current quarter Placements based on ACV of commercial contract awards in the past 12 months sourced from ISG Contracts Knowledgebase. Service providers in alphabetical order; no rankings implied. Revenues *Contracts sourced with from ACV Hoovers $5M and individual from the company ISG financial Contracts fillings Knowledgebase

8 Asia Pacific Contract Award Trends Asia Pacific 2Q15 ACV is up 8% Q/Q but down 39% Y/Y. Almost 70% of the IT ACV awarded in the second quarter is in Applications. 8 Asia Pacific Quarterly ACV ($B)* and Counts Asia Pacific Half-Year ACV ($B)* 34 $ $ $0.54 ACV $1.00 $0.98 Counts $0.73 $ $ $0.59 $1.7 $0.6 $1.1 $2.6 $1.3 $1.2 $2.6 $1.7 $0.8 1H ACV $3.1 $2.4 $1.5 $1.6 $1.6 $0.8 2H ACV $3.5 $1.7 $2.3 $1.2 $1.9 $1.1 $2.1 $1.0 $1.1 $3.2 $1.2 $2.0 $1.1 2Q13 3Q13 4Q13 1Q14 2Q14 3Q14 4Q14 1Q15 2Q Asia Pacific Half-Year Counts Asia Pacific Half-Year Segment ACV ($B)* 1H Counts 2H Counts 168 $ $ $ $0.5 $ Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15 $0.92 $0.22 $0.88 New Scope Restructuring ITO BPO $0.26

9 Asia Pacific Contract Award Trends Detail India steps up its contracting pace. However, ANZ remains sluggish, holding back overall regional results. Financial Services, Manufacturing and Telecom results lag. 9 Asia Pacific Sub-regions Half-Year ACV ($B)* $0.6 $0.5 $0.4 $0.3 $0.2 $0.1 $0.0 Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15 $0.45 $0.23 $0.19 $0.11 $0.15 $0.02 ANZ India and South Asia Japan Greater China Southeast Asia South Korea Asia Pacific Industry Half-Year ACV ($B)* $0.7 $0.6 $0.5 $0.4 $0.3 $0.2 $0.1 $- Financial Services $0.25 $0.22 Manufacturing Telecom & Media $0.29 Travel Transport Leisure $0.16 Energy Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15 $0.08 $0.06 Consumer Products & Goods $0.01 $0.02 Healthcare Business & Pharma Services Retail $0.06

10 ISG Sourcing Market Standouts in Asia Pacific Several Japanese providers, along with Cognizant, join the large multinationals in Big 10 Sourcing Standouts list. Australian and India-based providers contribute greatly to middle tier, while smaller segment sees 30% turnover from last quarter. 10 SOURCING STANDOUTS GROUPED BY COMPANY SIZE The Big 10 Sourcing Standouts The Building 10 Sourcing Standouts The Breakthrough 10 Sourcing Standouts Accenture BT Cognizant 1 CSC 1 Fujitsu Hitachi HP IBM Ricoh TCS Co. Revenues > $10B Genpact 1 HCL Infosys NEC Optus 1 Tech Mahindra Transfield Services Unisys United Group Services Wipro Co. Revenues $2-10 B 1 New to group as of the current quarter Placements based on ACV of commercial contract awards in the past 12 months sourced from ISG Contracts Knowledgebase. Service providers in alphabetical order; no rankings implied. Revenues sourced from Hoovers and individual company financial fillings Aegis ChinaSoft Hollysys Automation Minacs 1 NGA Human Resources SITA TeleTech 1 UST Global 1 Vertex WNS Co. Revenues < $2 B

11 EMEA Contract Award Trends EMEA ACV in 2Q15 is up 23% Q/Q yet down 12% Y/Y. 1H Restructuring and New Scope awards fall in nearly equal magnitudes, dropping more than 20%. 11 EMEA Quarterly ACV ($B)* and Counts EMEA Half-Year ACV ($B)* 119 $ $ $2.6 ACV $3.3 $3.2 Counts $3.4 $ $ $2.8 $7.3 $3.9 $3.5 $8.6 $4.5 $4.2 $12.1 $5.0 $7.1 $10.9 $6.1 1H ACV 2H ACV $13.9 $12.1 $8.3 $5.7 $12.5 $11.5 $6.0 $6.5 $6.4 $6.5 $5.7 $4.9 $5.0 $12.6 $6.1 $6.5 $5.2 2Q13 3Q13 4Q13 1Q14 2Q14 3Q14 4Q14 1Q15 2Q EMEA Half-Year Counts EMEA Half-Year Segment ACV ($B)* H Counts H Counts $6.0 $5.0 $4.0 $3.0 $2.0 $1.0 $- Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15 $3.5 $1.7 $4.0 New Scope Restructuring ITO BPO $1.2

12 EMEA Contract Award Trends Detail U.K. market sees increased activity, and 1H results turn positive. Financial Services and Energy verticals show 1H growth but lag behind historical half-year results. 12 EMEA Sub-regions Half-Year ACV ($B)* $3.00 $2.50 $2.00 $1.50 $1.00 $0.50 $0.00 $2.20 Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15 $1.07 $0.37 $0.46 U.K. & Ireland DACH Nordics Benelux France Southern Europe $0.26 $0.33 $0.26 $0.20 Africa & Middle East E. Europe & Russia EMEA Industry Half-Year ACV ($B)* $3.0 $2.5 $2.0 $1.5 $1.0 $0.5 $- Financial Services $1.62 Range of Prior 4 Halves Avg of Prior 4 Halves 1H14 1H15 $0.65 $0.90 $0.81 Manufacturing Energy Travel Transport Leisure Telecom & Media $0.57 Business Services $0.14 $0.15 $0.13 $0.17 Consumer Products & Goods Healthcare & Pharma Retail

13 ISG Sourcing Market Standouts in EMEA Large multinationals and providers with strong local home market profiles head up each of the company size segments. Each tier sees 20% turnover from last quarter. 13 SOURCING STANDOUTS GROUPED BY COMPANY SIZE The Big 10 Sourcing Standouts Accenture Atos BT Capgemini Cognizant 1 Fujitsu HP IBM TCS Vodafone 1 Co. Revenues > $10B The Building 10 Sourcing Standouts Capita Carillion 1 CGI Computacenter 1 HCL Infosys MITIE Serco Tieto Wipro Co. Revenues $2-10 B 1 New to group as of the current quarter Placements based on ACV of commercial contract awards in the past 12 months sourced from ISG Contracts Knowledgebase. Service providers in alphabetical order; no rankings implied. Revenues sourced from Hoovers and individual company financial fillings The Breakthrough 10 Sourcing Standouts HH Global IGATE InnerWorkings Kuehne & Nagel Luxoft MAYKOR Mindtree Transcom 1 WNS 1 Xchanging Co. Revenues < $2 B

14 14 CLOUD-BASED TRANSFORMATION AS-A-SERVICE CREATES OPPORTUNITIES & CHALLENGES Special Topic for Second Quarter 2015 Stanton Jones Director & Emerging Technology Analyst

15 Cloud Adoption Defined 15 ISG-Advised DEALS WITH A CLOUD COMPONENT DOUBLED since 2012 EVOLVE CURRENT DELIVERY MODEL to create a more cloud-like experience RE-ENGINEER FINANCIALS MODELS so traditional services take on a cloud look and feel COST REDUCTION is primary motivator ADOPTION APPROACH CHANGED DRAMATICALLY about 18 months ago FOCUS IS ON TRANSFORMATION using public cloud CLIENTS EMBRACE THE STRATEGIC BENEFITS OF SHARING infrastructure and software AGILITY is primary motivator AS-A-SERVICE CHARACTERISTICS Operational Expense Limited Commitment Consumption Based RUs All-Inclusive Unit Price Consumer Charge-backs Provider Currency Standard Support Tiers Automated Supplier Weighted MSA Elastic Capital Expense Long-term Commitment Asset/FTE Based RUs Line Item Pricing IT Absorbs Costs Buyer Currency Custom Support Tiers Traditional Service Characteristics Buyer Weighted MSA Labor Based Provisioned for Maximum Demand

16 Emerging Solutions for Transformational Renewals 16 Traditional Providers Tower-centric solutions Dedicated data centers Traditional service characteristics Expected in Renewal TCV over next 3 Years Next Generation Providers Application-centric solutions Shared data centers As-a-service characteristics Public Cloud IaaS Managed Services Cloud Service Broker Sales & Marketing is as buyers mix and match providers Technology Supply Private Cloud IaaS Existing Data Center Public Cloud SaaS Internal IT or Managed Services Provider Cloud Brokerage Platform R&D HR Operations Finance Enterprise LOBs Design, Source and Provision a Complete Solution Centralizes Business Management and Analytics Multi-sourced Provider Management Unified Self-service Storefront

17 2Q15 ISG Outsourcing Index - Global Summary and Outlook 17 market summary 2Q15 Broader Market sets a record for number of contract awards as the busiest quarter ever. Structural industry change towards smaller deal values as first-half ACV matches pre-recession levels, but with double the number of awards. The Americas logs strong, consistent quarter and half; smaller-sized verticals compensate for weak Financial Services sector. EMEA and AP post sequential ACV gains but lag Y/Y against tough compares. market outlook Expect near double digit Y/Y growth in 3Q in 2015 as European markets and smaller G-2000 companies step up contracting pace. Long term, transformative work in industry will take priority over focus on cost savings; new spend will be on revenue generation initiatives. Providers that adapt rapidly to cloud platforms and digitization will flourish; those focused on driving competitors from yesterday s business will not.

18 Learn More Please contact us with your questions and comments. 18 John Keppel Partner and President +44 (0) www. Will Thoretz Americas Media Contact Denise Colgan EMEA and AP Media Contact Stanton Jones Director & Emerging Technology Analyst Paul Reynolds Chief Research Officer ISG insights serving providers and market analysts

19 19 APPENDIX: SCORE CARD FOR TCV Second Quarter and First Half 2015

20 Second Quarter and First Half 2015 TCV Scorecard The ISG Outsourcing Index has moved to ACV as the primary measure of the Broader Market. We will continue to provide a high-level TCV view of the market via a Scorecard analysis. 20 Scorecard 2Q15 2Q Y/Y 2Q Q/Q 1H15 Y/Y TCV ($B)* Change Change TCV ($B)* Change Global Market $ % -9% $ % New Scope $ % -13% $ % Restructurings $ % 2% $ % Mega-deals $ % -100% $ % ITO $ % -11% $ % BPO $ % -2% $ % Americas $ % 4% $ % EMEA $ % -16% $ % Asia Pacific $ % -9% $ % *Contracts with TCV $25M from the ISG Contracts Knowledgebase

21 21 www. knowledge powering results Group is a leading technology insights, market intelligence and advisory services company, serving more than 500 clients around the world to help them achieve operational excellence. ISG supports private and public sector organizations 2015 to transform and optimize their operational environments through research, benchmarking, consulting and Information managed Services services, with a focus on information technology, business process transformation, program management services and All Rights enterprise Reserved resource planning. Clients look to ISG for unique insights and innovative solutions for leveraging technology, the deepest data source in the industry, and more than five decades of experience of global leadership in information and advisory services. Based in Stamford, Conn., the company has more than 900 employees and operates in 21 countries.

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