The ISG Index™ provides a quarterly review of the state of the Global IT Services Market, covering both the traditional sourcing market and the fast-growing as-a-service (Infrastructure-as-a-Service and Software-as-a-Service) market. We cover data and trends for clients, service providers, analysts and the media. For more than a decade, it has been the authoritative source for marketplace intelligence related to outsourcing transaction structures and terms, industry adoption, geographic prevalence and service provider performance.

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Proprietary and Confidential. No part of this document may be reproduced in any form or by any electronic
or mechanical means, including information storage and retrieval devices or systems, without prior written
permission from Information Services Group, Inc.
Global Sourcing and
As-a-Service Market Insights
Hosted by:
Moshe Katri, Wedbush Securities
11 October 2017
THIRD QUARTER 2017

2. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 2
GLOBAL 3Q17
Covering the state of the
combined Traditional
Sourcing and As-a-Service
industry for the global
commercial market.
Welcome
to the 60th
Quarterly
ISG Index
Steven Hall
Partner and Global Leader ISG Index
Esteban Herrera
Partner and Global Leader ISG Research
Stanton Jones
Research Director and
Principal Analyst

3. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 3
GLOBAL 3Q17
‘‘
*Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase™
At a Glance
Scorecard 3Q17 3Q Y/Y 3Q Q/Q YTD YTD
ACV ($B)* Change Change ACV ($B)* Change
Global Commercial Combined Market $ 10.7 16% 9% $ 31.3 14%
By Type Traditional Sourcing $ 6.0 2% 2% $ 18.4 1%
As-a-Service $ 4.7 43% 18% $ 12.9 41%
By Region Americas Commercial $ 6.3 45% 31% $ 16.3 20%
EMEA Commercial $ 2.9 -23% -22% $ 11.3 3%
AP Commercial $ 1.5 43% 16% $ 3.7 25%
Demand for cloud-based solutions spurs record As-
a-Service ACV of $4.7 billion, up 43%
Combined global market up 16%, including slight
increase in Traditional Sourcing
Americas ACV surges 45%, with both As-a-Service
and Traditional Sourcing up over 40%
Despite record As-a-Service sourcing, EMEA
stumbles on drop-off in Traditional Sourcing
Asia Pacific up 43%, with Traditional Sourcing
slightly outpacing As-a-Service growth

4. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 4
GLOBAL 3Q17
Global Commercial Sector Contracting Trends
3Q17 Combined Market ACV up 16% Y/Y on record high As-a-Service ACV;
YTD, Traditional Sourcing remains static but with record high contracting activity (based on number of awards).
Global Commercial Sector Quarterly ACV ($B)
Global Commercial Sector YTD ACV ($B) Global Commercial Sector YTD ACV by Type ($B)
Global Commercial Sector Quarterly ACV ($B)
Global Commercial Sector YTD ACV ($B) Global Commercial Sector YTD ACV by Type ($B)
$6.0$5.9$6.5
$5.6$5.9$5.7$6.6$7.4
$5.9$6.5
$5.2
$6.8
$5.8
$7.1$6.8
$4.7$3.9$4.3
$4.0$3.3$2.9
$3.0$2.9
$2.8$2.2
$2.1
$2.0
$1.9
$2.1$1.8
$10.7$9.8
$10.8
$9.6$9.2$8.6
$9.6$10.3
$8.7$8.7
$7.3
$8.8
$7.7
$9.2$8.6
3Q172Q1Q4Q3Q162Q1Q4Q3Q152Q1Q4Q3Q142Q1Q14
Traditional Sourcing As-a-Service
$14.5
$3.8
$3.3
$9.7
$0
$5
$10
$15
ITO BPO SaaS IaaS
Range of Prior 3 YTDs Avg of Prior 3 YTDs
YTD 3Q16 YTD 3Q17
$18.4$18.3$17.6$19.7
$12.9$9.2$7.1$5.9
$9.6$10.3$8.8
$31.3
$37.0$35.0$34.3
2017201620152014
YTD Traditional Sourcing YTD As-a-Service Combined 4Q

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GLOBAL 3Q17
Americas Commercial Sector Contracting Trends
Commercial Market ACV is up 45% Y/Y as both Traditional Sourcing and As-a-Service segments exceed 40+% growth;
YTD, Combined Market up 20% on record highs in As-a-Service (37%) and Traditional Sourcing (9% Y/Y).
Americas Commercial Sector Quarterly ACV ($B)
Americas Commercial Sector YTD ACV ($B) Americas Commercial Sector YTD ACV by Type ($B)
$3.5
$2.4$2.8$2.4$2.4$2.7$2.9$2.9
$2.4
$2.9
$2.2
$2.7$2.6$2.7$2.4
$2.8
$2.4$2.5$2.4$1.9$1.8$1.9$1.8
$1.7$1.3
$1.2
$1.2$1.2$1.3$1.1
$6.3
$4.8
$5.3
$4.8
$4.3$4.5$4.8$4.7
$4.1$4.2
$3.4
$3.9$3.8$4.0
$3.5
3Q172Q1Q4Q3Q162Q1Q4Q3Q152Q1Q4Q3Q142Q1Q14
Traditional Sourcing As-a-Service
$8.7$8.0$7.5$7.7
$7.6
$5.6$4.2$3.6
$4.8
$4.7$3.9
$16.3
$18.4
$16.4$15.2
2017201620152014
YTD Traditional Sourcing YTD As-a-Service Combined 4Q
$7.0
$1.7 $2.1
$5.5
$0.5
$2.5
$4.5
$6.5
$8.5
ITO BPO SaaS IaaS
Range of 3 YTDs Avg of Prior 3 YTDs
YTD 3Q16 YTD 3Q17

6. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 6
GLOBAL 3Q17
Americas Commercial Sector Industry Award Trends
Combined Market shows growth across all industries with the exception of Telecom;
largest verticals, Financial Services and Manufacturing, lead the way in Y/Y growth in both Traditional Sourcing and As-a-Service.
Traditional
Sourcing
YTD ACV ($B)
Americas
Commercial
Industries
As-a-Service
YTD ACV ($B)
Americas
Commercial
Industries
$2.30
$1.98
$0.92
$1.06
$0.35 $0.46 $0.38 $0.54
$0.69
$0.0
$0.5
$1.0
$1.5
$2.0
$2.5
Financial Services Manufacturing Healthcare &
Pharma
Business Services Telecom & Media Energy Retail Consumer
Packaged Goods
Travel, Transport &
Leisure
Range of 3 YTDs Avg of Prior 3 YTDs YTD 3Q16 YTD 3Q17
$1.37
$1.01
$0.67
$1.68
$0.82
$0.35
$0.60 $0.48
$0.64
$0.0
$0.5
$1.0
$1.5
$2.0
Financial Services Manufacturing Healthcare &
Pharma
Business Services Telecom & Media Energy Retail Consumer
Packaged Goods
Travel, Transport &
Leisure
Range of 3 YTDs Avg of Prior 3 YTDs YTD 3Q16 YTD 3Q17

7. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 7
GLOBAL 3Q17
Our Contracts Knowledgebase™
is used to determine placements
based on the annual value of
commercial contracts
awarded in the past 12 months.
Traditional Sourcing Market
C3/CustomerContactChannels
Ensono
EXL
Hexaware
HGS
LTI
Luxoft
Mindtree
StarTek
Syntel
Virtusa
As-a-Service Market
Coresite
CyrusOne
LogMeIn
Mulesoft
Traditional Sourcing Market
Black Knight, Inc
Diebold Nixdorf
Genpact
HCL
Sutherland Global
TeleTech
Unisys
Wipro
As-a-Service Market
Adobe Systems
Digital Realty
Equinix
Iron Mountain
Rackspace/Datapipe
ServiceNow
Workday
Traditional Sourcing Market
Accenture
AT&T
Atos
Capgemini
Cognizant
DXC Technology
IBM
Infosys
NTT DATA
TCS
As-a-Service Market
Amazon Web Services
Google
Microsoft
Oracle
Salesforce
The Building 15 The Breakthrough 15The Big 15
Co. Revenues > $10 B
Sourcing Standouts
AMERICAS Co. Revenues $1 -10 B Co. Revenues < $1 B
Providers in alphabetical order; no rankings implied. Revenues sourced from Hoovers and individual company financial fillings.
the
ISG15

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GLOBAL 3Q17
Asia Pacific Commercial Sector Contracting Trends
Combined Market ACV rises 43% Y/Y on record high As-a-Service awards and best Traditional Sourcing ACV since 2014;
YTD, Asia Pacific ACV is up 25% as both IaaS and ITO ACV increase 30+%.
AP Commercial Sector Quarterly ACV ($B)
AP Commercial Sector YTD ACV ($B) AP Commercial Sector YTD ACV by Type ($B)
$0.78
$0.66
$0.35
$0.47$0.52$0.60
$0.48$0.54$0.56$0.61$0.57
$0.73
$0.46
$1.00$1.02
$0.69
$0.61
$0.63$0.59$0.51$0.44
$0.45$0.41$0.38$0.28$0.28
$0.26
$0.25
$0.26$0.21
$1.47
$1.27
$0.98$1.06$1.03$1.04
$0.93$0.95$0.94$0.89$0.85
$0.99
$0.71
$1.26$1.23
3Q172Q1Q4Q3Q162Q1Q4Q3Q152Q1Q4Q3Q142Q1Q14
Traditional Sourcing As-a-Service
$1.8$1.6$1.7
$2.5
$1.9
$1.3$0.9
$0.7
$1.1
$0.9
$1.0
$3.7$4.0
$3.6
$4.2
2017201620152014
YTD Traditional Sourcing YTD As-a-Service Combined 4Q
$1.4
$0.4
$0.3
$1.6
$0.0
$0.5
$1.0
$1.5
$2.0
$2.5
ITO BPO SaaS IaaS
Range of 3 YTDs Avg of Prior 3 YTDs
YTD 3Q16 YTD 3Q17

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GLOBAL 3Q17
Asia Pacific Commercial Sector Industry Award Trends
Most industry verticals grow Y/Y in Combined Market ACV;
Financial Services and mid-sized markets such as Energy and CPG generate both strong Y/Y As-a-Service and Traditional Sourcing activity.
Traditional
Sourcing
YTD ACV ($B)
Asia Pacific
Commercial
Industries
As-a-Service
YTD ACV ($B)
Asia Pacific
Commercial
Industries
$0.33 $0.36
$0.50
$0.17
$0.23
$0.10 $0.06
$0.00
$0.04
$0.0
$0.2
$0.4
$0.6
$0.8
Telecom & Media Manufacturing Financial Services Travel, Transport &
Leisure
Energy Business Services Consumer Packaged
Goods
Healthcare &
Pharma
Retail
Range of 3 YTDs Avg of Prior 3 YTDs YTD 3Q16 YTD 3Q17
$0.19
$0.27 $0.30
$0.14
$0.09
$0.56
$0.11 $0.13 $0.13
$0.0
$0.1
$0.2
$0.3
$0.4
$0.5
$0.6
Telecom & Media Manufacturing Financial Services Travel, Transport &
Leisure
Energy Business Services Consumer Packaged
Goods
Healthcare &
Pharma
Retail
Range of 3 YTDs Avg of Prior 3 YTDs YTD 3Q16 YTD 3Q17

10. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 10
GLOBAL 3Q17
Our Contracts Knowledgebase™
is used to determine placements
based on the annual value of
commercial contracts
awarded in the past 12 months.
Traditional Sourcing Market
Datacom
Firstsource Solutions
Hexaware
Insurity
Luxoft
Ness Technologies
Posco ICT
SsangYong Information & Comm.
Virtusa
WNS
As-a-Service Market
Atlassian
Kingdee
LogMeIn
Xero
Zoho
Traditional Sourcing Market
Harman International
HCL
Orange Business Services
Samsung SDS
SingTel Optus
SK C&C Co.
Sutherland Global
Tech Mahindra
Telstra
Wipro
As-a-Service Market
Adobe Systems
Autodesk
Equinix
Iron Mountain
PTC
Traditional Sourcing Market
Accenture
BT
Cognizant
DXC Technology
IBM
Infosys
NEC
TCS
As-a-Service Market
Alibaba
Amazon Web Services
Google
Microsoft
Oracle
Salesforce
SAP
The Building 15 The Breakthrough 15The Big 15
Co. Revenues > $10 B
Sourcing Standouts
Asia Pacific Co. Revenues $1 -10 B Co. Revenues < $1 B
Providers in alphabetical order; no rankings implied. Revenues sourced from Hoovers and individual company financial fillings.
the
ISG15

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GLOBAL 3Q17
EMEA Commercial Sector Contracting Trends
Combined Market in EMEA declines 23% Y/Y; record ACV levels in As-a-Service (+48%) can’t offset decline in Traditional Sourcing (-43%);
YTD, Combined Market increases 3% with strength in IaaS and a flurry of Traditional Sourcing activity from early in 2017.
EMEA Commercial Sector Quarterly ACV ($B)
EMEA Commercial Sector YTD ACV ($B) EMEA Commercial Sector YTD ACV by Type ($B)
$7.9$8.7$8.3$9.5
$3.4$2.2$2.0$1.6
$3.7$4.7$3.9
$11.3
$14.6$15.0$15.0
2017201620152014
YTD Traditional Sourcing YTD As-a-Service Combined 4Q
$6.2
$1.7
$0.8
$2.6
$0.0
$2.0
$4.0
$6.0
$8.0
$10.0
ITO BPO SaaS IaaS
Range of 3 YTDs Avg of Prior 3 YTDs
YTD 3Q16 YTD 3Q17
$1.7
$2.8
$3.4
$2.7
$3.0
$2.4
$3.2
$4.0
$2.8$3.0
$2.4
$3.4
$2.7
$3.4$3.4 $1.2
$1.0
$1.2
$1.1$0.8
$0.7
$0.7
$0.7
$0.8$0.6
$0.6
$0.5
$0.5
$0.5$0.5 $2.9
$3.8
$4.5
$3.7$3.8
$3.1
$3.9
$4.7
$3.6$3.6
$3.0
$3.9
$3.2
$3.9$3.9
3Q172Q1Q4Q3Q162Q1Q4Q3Q152Q1Q4Q3Q142Q1Q14
Traditional Sourcing As-a-Service

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GLOBAL 3Q17
EMEA Commercial Sector Industry Award Trends
YTD, mixed results in many industry sectors with Financial Services leading and Manufacturing and Telecom lagging; Financial Services and mid-
sized verticals CPG and Business Services lead the way with double-digit gains in both Traditional Sourcing and As-a-Service.
Manufacturing and Retail are the exceptions.
Traditional
Sourcing
YTD ACV ($B)
EMEA
Commercial
Industries
As-a-Service
YTD ACV ($B)
EMEA
Commercial
Industries
$2.57
$1.06
$1.36
$0.85
$0.84 $0.50
$0.24
$0.16
$0.31
$0.0
$0.5
$1.0
$1.5
$2.0
$2.5
$3.0
Financial Services Manufacturing Energy Telecom & Media Travel, Transport &
Leisure
Business Services Healthcare &
Pharma
Retail Consumer
Packaged Goods
Range of 3 YTDs Avg of Prior 3 YTDs YTD 3Q16 YTD 3Q17
$0.61
$0.55
$0.19
$0.35 $0.33
$0.58
$0.27 $0.27 $0.23
$0.0
$0.1
$0.2
$0.3
$0.4
$0.5
$0.6
$0.7
Financial Services Manufacturing Energy Telecom & Media Travel, Transport &
Leisure
Business Services Healthcare &
Pharma
Retail Consumer
Packaged Goods
Range of 3 YTDs Avg of Prior 3 YTDs YTD 3Q16 YTD 3Q17

13. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 13
GLOBAL 3Q17
Our Contracts Knowledgebase™
is used to determine placements
based on the annual value of
commercial contracts
awarded in the past 12 months.
Traditional Sourcing Market
Adare Group
Coor Service Management
Eulen
Firstsource Solutions
Hexaware
Ibykus
KMD
Luxoft
MAYKOR
NNIT A/S
Virtusa
WNS
As-a-Service Market
Interxion
LogMeIn
OVH
Traditional Sourcing Market
Atento
Capita
Carillion
Diebold Nixdorf
EVRY
HCL
Interserve
Orange Business Services
Sopra Steria
Tech Mahindra
Tieto
Wipro
As-a-Service Market
Adobe Systems
Equinix
United Internet
Traditional Sourcing Market
Accenture
Atos
BT
Capgemini
Cognizant
DXC Technology
IBM
Infosys
TCS
T-Systems
As-a-Service Market
Amazon Web Services
Google
Microsoft
Oracle
SAP
The Building 15 The Breakthrough 15The Big 15
Co. Revenues > $10 B
Sourcing Standouts
EMEA Co. Revenues $1 -10 B Co. Revenues < $1 B
Providers in alphabetical order; no rankings implied. Revenues sourced from Hoovers and individual company financial fillings.
the
ISG15

14. GLOBAL 3Q17
The Rapidly Transforming Digital Contact Center
Stanton Jones
Research Director and Principal Analyst
3Q17 Index Inside Track from

15. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 15
GLOBAL 3Q17
Digital Drivers of Call Center Transformations
A Labor Intensive
Cost Center
A Brand and Customer
Connection Point
Demographic
Change
Millennials have significant buying
power, and they expect a seamless,
omni-channel experience.
Switching Costs are
Very Low
A personalized brand experience – right
products, right services, right time, right
place – creates Customer stickiness.
Dramatic Intelligent Tech
Improvements
Dramatic improvement in human-like
“intelligent assistance“ technologies
that can understand conversation.
321
Over the next 2 Years expect 2X Increase in adoption of virtual agents and chat bots.
Rapid
Transformation
Drivers
Change

16. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 16
GLOBAL 3Q17
Contact Center Market Outlook
A $60B Contact Center Market is expected to grow 2-3% percent then flatten in 2 to 3 years.
Sentiment
+50% of IT and business
leaders feel +50% of offshore
work will be repatriated due to
intelligent automation
ISG Research 2017
 Focus on improving call center customer experience drives
repatriation of projects.
 Labor shortage of higher skilled agents, especially in U.S.
 Accelerated shift towards “intelligent assistance”
operating models
 Technology buying increases while services buying drops
Higher skilled
workforce
What’s Driving the Flattening Market?
Outlook
Leverage new
technology
Successful
Service Providers
Increased customer retention
and brand awareness
Need More? Look the ISG Provider Lens™ Report on Contact Center Outsourcing, and a forthcoming Buyer’s Guide to Intelligent Assistance for insights.

17. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 17
GLOBAL 3Q17
3Q 2017 ISG Index - Global Summary and Outlook
● Substantial Y/Y growth for the quarter in both the Americas and Asia Pacific, but that was offset by a
decline in EMEA.
● As-a-Service segment rebounded from slowing 2Q with record-setting ACV; YTD, As-a-Service rose 40%
with strength in IaaS segment, notably the public cloud, and high single-digit growth in SaaS.
● Several Industries generated both Traditional Sourcing and As-a-Service YTD growth, including Financial
Services and smaller sectors such as Energy and CPG.
● As-a-Service segment: forecast 20+% growth through next year, driven by further acceptance of public
cloud and stepped-up activity occurring in both EMEA and Asia Pacific.
● Traditional Sourcing segment: forecast an increase of 2.5% next year
Summary
Outlook

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GLOBAL 3Q17
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GLOBAL 3Q17
isg-one.com
Learn More
Esteban Herrera
Partner, Global Leader
ISG Research
+1 203 820 8987
bill.mcnee@isg-one.com
Paul Reynolds
Partner, Chief Research Officer
ISG Momentum
+1 508 625 2194
paul.reynolds@isg-one.com
Steven Hall
Partner & Global Leader ISG Index
+1 303 748 6599
steven.hall@isg-one.com
Will Thoretz
Americas Media Contact
+1 203 517 3119
will.thoretz@isg-one.com
Denise Colgan
EMEA and AP Media Contact
+44 1737 371523
denise.colgan@isg-one.com

20. GLOBAL 4Q16
GLOBAL 3Q17
Appendix: Score Card for TCV
THIRD QUARTER 2017

21. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved 21
GLOBAL 3Q17
3Q 2017 TCV Scorecard
The ISG 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.
*Contracts with TCV ≥ $25M from the ISG Contracts Knowledgebase™
Scorecard
3Q17 3Q Y/Y YTD Y/Y
TCV ($B)* Change TCV ($B)* Change
Global Commercial Combined Market $ 32.4 27% $ 84.9 16%
By Type Traditional Sourcing $ 25.4 25% $ 65.4 4%
As-a-Service $ 7.0 39% $ 19.5 27%
ITO $ 19.6 33% $ 49.8 12%
BPO $ 5.8 2% $ 15.6 -15%
IaaS $ 3.4 47% $ 9.7 58%
SaaS $ 3.6 32% $ 9.8 7%
By Region Americas Commercial $ 19.6 66% $ 41.2 33%
EMEA Commercial $ 8.3 -23% $ 33.7 2%
Asia Pacific Commercial $ 4.5 56% $ 10.0 10%

22. ISG Confidential. © 2017 Information Services Group, Inc. All Rights Reserved.
Proprietary and Confidential. No part of this document may be reproduced in any form or by any electronic
or mechanical means, including information storage and retrieval devices or systems, without prior written
permission from Information Services Group, Inc.
isg-one.com
ISG (Information Services Group) (NASDAQ: III) is a leading global technology research and advisory
firm. A trusted business partner to more than 700 clients, including 75 of the top 100 enterprises in the
world, ISG is committed to helping corporations, public sector organizations, and service and technology
providers achieve operational excellence and faster growth. The firm specializes in digital
transformation services, including automation, cloud and data analytics; sourcing advisory; managed
governance and risk services; network carrier services; technology strategy and operations design;
change management; market intelligence and technology research and analysis. Founded in 2006, and
based in Stamford, Conn., ISG employs more than 1,300 professionals operating in more than 20
countries—a global team known for its innovative thinking, market influence, deep industry and
technology expertise, and world-class research and analytical capabilities based on the industry’s most
comprehensive marketplace data.