infrastructure & cloud square
We have 7 companies represented in our Infrastructure and Cloud Services Square. Infrastructure services cover datacenter, workplace, service desk and cloud transformation. This year there was a bigger focus on datacenter services – therefore we do not see any companies focused exclusively on service desk or workplace on this list. We have also excluded network providers from the assessment.
In the Leaders category, we have 2 companies:
Atos and HCL. Both of these companies have a broad portfolio of services across datacenter management, digital workplace and service desk. They both have strong cloud transformation skills and a strong client base across industries.
Atos has the most complete portfolio of services across datacenter, cloud transformation (public cloud, ATOS private cloud), workplace and service desk. They are one of the few companies present across the entire spectrum – mid market and large clients. While being particularly big in the European institutions and government sector, they have a good presence in the private sector too.
HCL has the most future looking and mature service offering. Having no baggage with legacy datacenters, they have an aggressive approach to the cloud and a strong digital workplace offering. They have a limited number of very high profile clients within the industry. They have the best satisfaction rating from amongst all suppliers in this Square.
We have 2 companies on our list of Challengers – Cegeka and Fujitsu. Both these companies also have a broad service offering, capabilities to offer strong and industrialized datacenter services, cloud transformation, workplace and service desk. They have strong delivery capabilities and presence at multiple clients. They are lower than the Leaders however – either in terms of market presence or the maturity of their service offerings.
cegeka is focused on the mid-market segment. They are very strong within public - social, healthcare and within the mid-tier banking and insurance companies. They have strong competencies and a good nearshore capability. Clients praise them for their good delivery capabilities and strong cultural fit.
fujitsu has strong capabilities globally and locally. They are less industrialized compared to their competition – but have the ability to adapt and fit well, particularly with the small and mid-tier clients. They have a strong presence with Japanese head-quartered companies and European institutions. Their Kazan center is particularly praised by clients.
Any provider with an average client satisfaction score of < 2.6 is placed within the category of Low Performers. This year, we have 3 providers in this category for Infrastructure services – IBM, DXC and Capgemini. While these providers also have a broad portfolio of services and strong offerings, they score low on client satisfaction.
ibm would have ranked amongst the Leaders from a capabilities perspective. They have very a strong hybrid cloud offering based on Redhat, strong global capability and a very big market share in Belgium. They have however low client satisfaction and a
presence that is mostly within financial services and the public sector.
dxc has a complete service offering and strong capabilities both locally and offshore. They have however bad satisfaction ratings – particularly on the datacenter business. Going forward, we see DXC focusing much more on cloud transformation rather than the traditional datacenter business which is the legacy from HP.
capgemini is one of the few players active on both applications and infrastructure services. While they have very good performance on the applications part, the client satisfaction on infrastructure services is low. They have a broad presence across the industry and public institutions.
We see a clear trend of service providers moving away from the traditional datacenter services towards cloud transformation. The scale and capabilities of the public cloud providers like Amazon, Microsoft and Google will be difficult to beat and the traditional datacenter business will shrink to a large extent. The recent announcement by IBM to spin off its infrastructure services division ‘NewCo’ so that IBM can focus on cloud transformation is a clear indicator of this strategy. DXC has also changed its strategy locally by putting a focus away from the datacenter towards cloud transformation.