{"id":4735,"date":"2025-03-11T08:00:00","date_gmt":"2025-03-11T07:00:00","guid":{"rendered":"https:\/\/web-preprod.retelit.it\/news-events\/uncategorized\/2025\/managed-services-and-it-outsourcing-markets-and-trends\/"},"modified":"2026-07-20T19:27:51","modified_gmt":"2026-07-20T17:27:51","slug":"managed-services-and-it-outsourcing-markets-and-trends","status":"publish","type":"post","link":"https:\/\/retelit.it\/en\/magazine\/insights\/2025\/managed-services-and-it-outsourcing-markets-and-trends\/","title":{"rendered":"Managed Services and IT Outsourcing: Markets and Trends"},"content":{"rendered":"<p><b>Managed Services<\/b> or <b>IT Outsourcing<\/b> refers to the subset of IT services that enable companies to outsource the installation, maintenance, and software updates of:<\/p>\n<ul  class=\"ul-rds ul-rds-4\">\n<li>Servers<\/li>\n<li>Cloud-based virtual machines<\/li>\n<li>Workstations<\/li>\n<li>Mobile devices<\/li>\n<li>Local and wide-area networks<\/li>\n<li>Complex systems composed of software applications and databases<\/li>\n<li>Cloud-based application systems in the form of &#8220;Software as a Service&#8221;<\/li>\n<\/ul>\n<p>The reasons for outsourcing vary from cost optimization needs to the necessity of acquiring increasingly specialized skills, certifications that are difficult to obtain internally, and, increasingly, the delegation of significant aspects of corporate cybersecurity (which is not covered in this article as it requires separate treatment).<\/p>\n<p style=\"font-size:130%;\"><b>An Overview of the Italian Market<\/b><\/p>\n<p>In 2024, this sector generated nearly \u20ac10 billion in revenue and is expected to grow at a compound annual rate of more than 30% over the next five years.<\/p>\n<div class=\"rds-press-content-image\"><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/retelit.it\/wp-content\/uploads\/r_temp_a9609c8df9284a54a174829c534d9d85.png\" style=\"max-width:800px;\" width=\"800\" height=\"478\"><\/div>\n<p style=\"text-align:center; font-size:80%; font-style:italic;\">Source: Statista<\/p>\n<p>It is also interesting to look at the growth in average spending per employee: not only will the overall market grow\u2014due to more companies adopting IT outsourcing\u2014but the amount of money spent per employee will also increase by approximately 40% over five years.\n<\/p>\n<div class=\"rds-press-content-image\"><img decoding=\"async\" src=\"https:\/\/retelit.it\/wp-content\/uploads\/r_2-Average-Spending-per-Employee.png\" style=\"max-width:800px;\" width=\"800\" height=\"481\"><\/div>\n<p style=\"text-align:center; font-size:80%; font-style:italic;\">Source: Statista<\/p>\n<p style=\"font-size:130%;\"><b>Europe<\/b><\/p>\n<p>At the European level, Italy presents a similar profile to Spain, while Germany and France have significantly larger markets, likely due to the presence of bigger companies, which are more inclined to outsource IT spending.<\/p>\n<div class=\"rds-press-content-image\"><img decoding=\"async\" src=\"https:\/\/retelit.it\/wp-content\/uploads\/r_3-IT-Outsourcing-Comparison-Between-Countries.png\" style=\"max-width:800px;\" width=\"800\" height=\"479\"><\/div>\n<p style=\"text-align:center; font-size:80%; font-style:italic;\">Source: Statista<\/p>\n<p style=\"font-size:130%;\"><b>Types of Providers<\/b><\/p>\n<p>Looking at IT outsourcing service providers, only 16% of the market is controlled by major players such as Hitachi, IBM, SeSa, Atos, Capgemini, and Cognizant, while the rest is managed by smaller operators.<\/p>\n<div class=\"rds-press-content-image\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/retelit.it\/wp-content\/uploads\/r_4-market-share-of-IT-Outsourcing-providers.png\" style=\"max-width:800px;\" width=\"800\" height=\"577\"><\/div>\n<p style=\"text-align:center; font-size:80%; font-style:italic;\">Source: Statista<\/p>\n<p style=\"font-size:130%;\"><b>SLA, RACI, Certifications, and Privacy: Three Key Aspects<\/b><\/p>\n<p>When choosing to outsource, companies must consider the following key elements.<br \/>\n<b>SLA = Service Level Agreement<\/b><br \/>\nThis answers the question: &#8220;How quickly will the outsourced operation on servers\/systems be completed?&#8221;<br \/>\nThe formulation of this element depends heavily on the type of operation. The minimum level to be specified is the time for &#8220;problem\/activity acknowledgment&#8221; within different activity windows (working hours, night shifts, holidays, etc.). Often, but not always, there is also a statement about &#8220;resolution&#8221; (if possible), &#8220;activity execution,&#8221; or, in the case of problems, &#8220;problem containment&#8221; if an immediate solution is not feasible.<br \/>\nContracts may also include penalties\u2014either direct financial compensation or a credit toward future payments if agreed-upon service levels are not met.<\/p>\n<p><b>RACI = Responsibility Assignment Matrix<\/b><br \/>\nThis answers the question: &#8220;Who does the work, and who is responsible?&#8221;<br \/>\nThe RACI matrix is named after the initial letters of the English terms defining the roles in business process execution:<\/p>\n<ul class=\"ul-rds ul-rds-4\">\n<li><b>Responsible (R)<\/b>: Performs the task<\/li>\n<li><b>Accountable (A)<\/b>: Delegates and reviews the work<\/li>\n<li><b>Consulted (C)<\/b>: Works with the Responsible party<\/li>\n<li><b>Informed (I)<\/b>: Must be informed at the time of execution or upon completion<\/li>\n<\/ul>\n<p>Assigning a RACI matrix to each activity ensures well-defined roles.<\/p>\n<p><b>Certifications and Privacy<\/b><br \/>\nBeyond commonly requested certifications\u2014such as ISO 9001 for quality management systems and ISO 27001 for information security\u2014there are sector-specific ones, including the recent NIS2 and DORA regulations on security. It is crucial for an IT outsourcing provider to possess basic certifications and for contracts to include clear privacy provisions ensuring compliance with the European GDPR.<\/p>\n<p style=\"font-size:130%;\"><b>Retelit&#8217;s Perspective<\/b><\/p>\n<p>As an ICT infrastructure provider for operators and an ICT solutions provider for businesses, Retelit has integrated a broad portfolio of managed services into its offerings in networking, voice, cloud, and data centers.<br \/>\nServices, developed in-house or through specialized partners, are highly granular to meet specific needs. Retelit&#8217;s managed services portfolio includes:<\/p>\n<ul class=\"ul-rds ul-rds-4\">\n<li><b>Spoc<\/b>: First-level support via phone, email, and portal<\/li>\n<li><b>Monitor<\/b>: Proactive and reactive monitoring of workstations, mobile devices, and infrastructure (networks, backup systems, databases, etc.)<\/li>\n<li><b>Service<\/b>: Management of IT incidents and change requests for servers, networks, workstations, mobile devices, and cloud environments<\/li>\n<li><b>Patch<\/b>: System and application patch management, software distribution for workstations, and similar tasks<\/li>\n<li><b>Third-Party Management<\/b>: Handling IT vendor relationships for hardware and software interventions<\/li>\n<li><b>MWM<\/b>: Management of Microsoft 365 environments and Active Directory<\/li>\n<\/ul>\n<p>To execute these services, Retelit holds key certifications, including:<\/p>\n<ul class=\"ul-rds ul-rds-4\">\n<li><b>Security and Compliance<\/b>: ISO 27001, SOC 2, GDPR Compliance<\/li>\n<li><b>IT and Service Management<\/b>: ITIL, COBIT<\/li>\n<li><b>Networking and Cybersecurity<\/b>: CompTIA Security+, CISSP, CEH<\/li>\n<li><b>Cloud and Infrastructure<\/b>: Microsoft Azure Expert MSP, AWS Managed Service Provider, Cisco CCNP\/CCIE<\/li>\n<\/ul>\n<p>Contracts always include SLA agreements and penalties, supported by additional service monitoring and reporting tools to document operations and identify areas for improvement, ensuring professional, long-term service tailored to customer needs.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Managed Services or IT Outsourcing refers to the subset of IT services that enable companies to outsource the installation, maintenance, and software updates of: Servers Cloud-based virtual machines Workstations Mobile devices Local and wide-area networks Complex systems composed of software applications and databases Cloud-based application systems in the form of &#8220;Software as a Service&#8221; The [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":2872,"comment_status":"closed","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_meta-robots-noindex":"","_yoast_wpseo_meta-robots-nofollow":"","_yoast_wpseo_canonical":"","footnotes":"","_retelit_schema_faq":""},"categories":[123],"tags":[],"class_list":["post-4735","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights"],"retelit_translations":{"it":null,"en":4735,"de":null,"trid":2854},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - 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