This year, we have seen outsourcing activity increase across various functions. We have identified the rapidly expanding use of cloud-based offerings and an increasing shift of automation as increased market trends over the past 12 months. Cloud-based offerings and some level of automation have been available for years, but the widespread acceptance and use of the cloud and an increased use of enablement technologies such as Robotics Process Automation suggest that businesses will continue to increase their use of multiple service providers for their technology environment.

The impact of these trends is significant. Our market assessment details the current state of the market on various key terms and conditions, and, where applicable, we have identified issues where cloud providers vary. We expect that the emergence of cloud-enabled solutions and automation will, in the coming year, continue to disrupt the current state of the way in which services are delivered and the corresponding “market-standard” terms and conditions.

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