India's IT services market is forecast to grow to £5.5bn by 2011, at a five-year compound annual growth rate of 23.2%, as outsourcing is increasingly adopted by companies within India, according to research firm Gartner.
As companies are finding it more difficult to hire and retain staff in their IT departments, they are looking at external service providers as an option, hoping to also cut down costs, and better manage growth in the process, Gartner said Tuesday.
Indian user companies compete for staff with Indian outsourcing companies and Indian operations of multinational companies, which hire new staff by the thousands each quarter.
Staff attrition is however not the key reason why companies are outsourcing, said Arun Gupta, chief technology officer, at Shopper's Stop, a top Indian retail chain. Driving outsourcing in India is a growing demand for new technologies and applications. Shopper's Stop has six IT projects in progress with another 12 projects planned for the next six to 12 months.
Rather than creating and managing a large IT organization in house, the company is working with service partners to support its 45 IT staff, Gupta said. Some of the functions it outsources are network maintenance, desktop and server maintenance, monitoring enterprise resource planning (ERP) applications, and software development, he added.
A number of large banks and telecommunications service providers are already outsourcing key IT operations, though the key winners so far have been multinational services companies. Many Indian outsourcing companies had neglected the Indian market in favour of exports, according to a survey last year by Gartner. But that may be changing as the weakening dollar puts pressure on rupee realization from exports.
IBM, Tata Consultancy Services (TCS) and Wipro together accounted for 26.1% of IT services vendor market share in India last year, according to Gartner. IBM was the top vendor, with 11.2% market share. TCS and Wipro occupy the second and third positions with 10.9% and 4.1% market shares, respectively.
However, the Indian IT services market is still fragmented, with the majority of the market being serviced by smaller local players that account for close to 40 per cent of the IT services market, according to Gartner.
"We have looked at smaller players for very small and specific jobs, but for larger jobs, running into a number of years, and which require a variety of skills, we look at large Indian companies or multinational services companies," Gupta said.
The key segments of the Indian IT services market are hardware maintenance and support, software support, consulting, development and integration, IT management, and process management, Gartner said.