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Change in service delivery models in companies worldwide 2020

Automation is the most mentioned service delivery model expected to take on a larger role in many companies worldwide. 71 percent of surveyed CIOs and IT leaders expect an increase of automation services for their companies. Managed services and centralised outsourcing are also high on the list with a strong majority of respondents expect their companies' service delivery models for those to either increase or stay the same.

How do you expect your service delivery model to change for the following activities?

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Release date

September 2020



Survey time period

December 2019 to March 2020 / May to August 2020

Number of respondents

2,791 / 1,428

Special properties

CIOs and IT leaders across 83 countries

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Statistics on "IT outsourcing"

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