2026年 IT 外包趋势报告：人工智能、混合交付模式与企业 IT 的未来 2026 IT OUTSOURCING TRENDS AI,hybrid delivery,and the future of enterprise IT

2026

ITOUTSOURCINGTRENDS

AI,hybriddelivery,andthefutureofenterpriseIT

2026:TheYearITOutsourcingFundamentallyShifts

ITisnolongeraback-officecostcenter–itisnowtheengineofAIadoption,automation,cybersecurityresilience,cloudscalability,

anddigitalinnovation.Yet,asitsmandateexpands,sodothepressuresitconfronts.

In2026,ITleadersfaceawideninggap:

Demandforadvancedcapabilitiesis

accelerating,whiletalentavailability,budgetflexibility,andoperationalcapacitylag.

Severalforcesareconvergingintoaperfectstorm:

AIatscale.GenerativeAI(GenAI)and

AgenticAIarenolongerexperimental.CIOs,CISOs,andCTOsareexpectedto

operationalizeAIsecurely,integrateitintoenterprisearchitectures,anddeliver

measurableROI–oftenwithoutexpandingheadcountproportionately.

Escalatingcyberrisk.Cyberthreatsremainthetopglobalbusinessriskforthefifth

consecutiveyear,accordingtotheAllianzRiskBarometer1.AsAIamplifiesthreat

sophistication,securityteamsmustdefendfasterandatgreaterscale–without

equivalentgrowthinskilledresources.

Cloudcomplexity.Hybridarchitectures,

distributeddataenvironments,and

proliferatingtoolshaveincreased

operationalburden.ModernITenvironmentsaremorepowerful–butsignificantlyhardertomanage.

Thetalentgap.DemandforAI,cloud,and

cybersecurityexpertisecontinuestooutpacesupply.AccordingtoRobertHalf’s2026

SalaryGuide2,52%oforganizationsare

willingtoraisestartingsalariesforcriticalITroles–intensifyingcostpressures.

Theresult:ITdepartmentsarestretchedthin–taskedwithdrivinginnovationwhile

controllingcosts,managingrisk,andsupportingenterprisegrowth.

Inthisenvironment,IToutsourcingis

undergoingareset.Macroeconomic

headwinds–frominflationtotariffsto

regulatoryexpansion–havereinforcedtheneedforcostdisciplineandoperational

resilience.

Whatwasonceviewedasavehiclefor

infusingoffshorecostarbitrageinto

transactionalprocessesisevolvingintoastrategic,skills-driven,AI-enabled

partnershipmodelfocusedonproximity,flexibility,andmeasurableoutcomes.

ForITleaders,thissignalsafundamental

shiftinhowcapabilitiesaresourced,risksaremanaged,andinnovationisdelivered.ReadontoexplorehowtheIToutsourcingmarketisresettingin2026–andwhatthatmeans

foroperatingmodels,talentstrategy,andperformanceexpectations.

JoseAlvarez

ManagingDirectorofITServices

Auxis

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3

TableofContents

6ITOutsourcingTrendsDisruptingtheMarketin2026

1.IToutsourcingmovesdeeperintocomplex,mission-criticalfunctions 4

2.QualityandoutcomesovertakecostasthebiggestIToutsourcingdrivers 10

3.AIredefinestheIToutsourcingmodel 16

4.Cybersecurityisthe#1ITfunctionoutsourced 22

5.Nearshoringevolvesfromalocationchoicetoacapabilitystrategy 25

6.Hybrid,outcome-drivendeliverybecomestheengineforend-to-endITmodernization 30

4

1.IToutsourcingmovesdeeperintocomplex,mission-critical

functions

5

TheglobalITOmarketisexpectedtohit$639billionin2026–andrapidlyexpandbymorethan17%toexceed$752billionwithinfiveyears,accordingtoMordorIntelligence3.NorthAmerica

remainsthelargestmarketsupported.

Demandsignalsareequallystrongattheenterpriselevel.Some46%ofbusinessesoutsourcetechnologyservices,andanother42%areconsideringoutsourcingoverthenext12months,

Wipfli’slatestOutsourcingTrendsReport4found.

Thismomentumisnothingnew.What’schangingiswhatthedemandnowreflects:astructuralshiftinhoworganizationssourcecriticalITcapabilities.

Historically,outsourcingfocusedonstandardized,repeatableITservicessuchashelpdesk,desktopsupport,andinfrastructuremanagement.Thesefunctionsarenaturalcandidates–characterizedbypredictableworkloads,clearlydefinedSLAs,andclearopportunitiesforcostefficiencyviascaleandlaborarbitrage.

Whiletheseservicesremainwidely

outsourced,demandisnowexpandingtowardmorecomplexandcriticalIT

functions,including:

Cybersecurity

Cloudoperations

>AI-enabledinfrastructuremanagement Hybridarchitectureorchestration

Notably,cybersecurity–rankingamongtheleast-outsourcedITfunctionsasrecentlyas2023duetoconcernsaroundcontroland

dataprivacy–nowtieswithinfrastructureservicesasthemost-outsourcedbusinessfunctionacrossenterprises,accordingto

Deloitte’slatestGlobalOutsourcingSurvey5.

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PercentageofOrganizationsOutsourcingbyScopeArea

77%

ITInfrastructureServices

77%

75%

Cybersecurity InnovativeTechnologies(GenAI,Blockchain,IoT,etc.)

72%

DataandAnalytics

72%

69%

68%

Application/SoftwareDevelopmentApplicationSupportLegal

65%

60%

HelpDeskandEnd-UserComputingTax

57%

54%

HumanResources(HR)Finance

52%

49%

40%

SupplyChain/ManufacturingProcurement/SourcingBusiness/Operations

Source:DeloitteGlobalOutsourcingSurvey

46%ofbusinessescurrentlyoutsourcetechnologyservices,andanother42%areactivelyconsideringitoverthenext12months.

WipfliOutsourcingTrendsReport

7

So,what’sdrivingtheshift?

Capabilitygapsinhigh-growthITfunctions

AI,cloud,andcybersecuritydemandspecializedandever-evolvingskillsthatremainscarceandexpensive.Enterprisesfaceongoingtalentshortages,risingsalarypressures,andescalating

complexity.IToutsourcingprovidesaccesstoconcentrated–and,insomecases,specialized–expertise,withouttheburdenoflong-termfixedcosts.

Asemergingtechnologiesscale,in-houseteamsalsooftenlacktheexpertiseorbandwidthtooperationalizethemsecurelyandefficiently.QualityIToutsourcingprovidersbridgethatgap.

PercentageofOrganizationsUnderstaffedinKeyTechnologicalAreas

AI&MLEngineeringandOperationsCybersecurityandCompliance FinOpsandCostOptimizationCloudComputing

PlatformEngineering

0%10%20%30%40%50%60%70%80%

Source:LinuxFoundation:2025StateofTechTalent

65%

68%

56%

59%

61%

ChangingperceptionofIToutsourcingpartnersfromvendorstostrategiccollaborators

FormostCIOs,IToutsourcingpartnersarenolongersimplyviewedastransactionalvendors.

Today,threeoutoffourcompanieswanttheirpartnerstodrivetransformationaloutcomessuchasnewbusinessmodelsandtechnologyinnovation–notjustcostsavings,KPMG’s2025report,TheFutureofOutsourcing:RethinkEverything,6found.

Asaresult,81%oforganizationsareseekingIToutsourcingfirmswhocanfunctionasstrategiccollaborators–notjustserviceproviders,thereportstates.

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Valueisbeingredefined.Whilecostsavingsremainapriority,ITleadersincreasinglymeasure

successthroughmeasurableoutcomes,digitalinnovation,accesstoadvancedtools,useofbestpractices,andreliablepoolsofexperiencedtechtalent.

AsHackettGroupTechnologyTransformationManagerRyanSebastianiexplainedonarecentITOutsourcingTrendsfor2025”podcast7:Alotofcompaniesarenownotviewingvalueasdollars

andpenniessavedbutmoreaboutthethoughtleadershipthatpartnersandvendorsarebringingtothetable.Theyarelookingformorecollaborativerelationships.”

Outsourcingin2026isbecomingaplatformforcapabilityexpansion–requiringstrategicalignmentandanew,collaborativeoperationalmindsetwhichtreatsoutsourcingasa

continuouslyevolvingpartnership.

FactorsAffectingITOutsourcingDecisionsToday

Talentandskillsavailability

Riskexposureandcompliancerequirements

Digitalandinnovationpotential

Strategicfit

Marketattractiveness

Processmaturity

Source:Everestwebinar:EvolvingOutsourcingDecisionsforanUncertainWorld:EquippingBuyersforWhat’sAhead

Threeinfourcompaniesnowexpectoutsourcingpartners

todrivetransformationaloutcomesratherthansimplyexecutetransactionalworkordelivercostsavings.

KPMG2025TheFutureofOutsourcing:RethinkEverythingReport

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Providermaturityand

outcome-basedmodels

ITserviceprovidershavealsoevolved.Overthelastfewyears,leadingIToutsourcingcompanieshavebeeninvestingheavilyinAI,automation,

andcloudinfrastructurethatenablemore

advanceddeliverymodels,suchasAI-driven

servicedesks,predictivecybersecurity

operations,autonomouscloudoptimization,andAgenticAIforinfrastructuremanagement.

Asaresult,topprovidersareadvancingfrom

task-levelautomationtoGenerativeandAgenticAIarchitecturesthatenablecontextual

decision-making,exceptionmanagement,andend-to-endorchestration–deliveringgreaterefficiency,resilience,andclientvalue.

Today,nearlyhalf(44%)ofIToutsourcing

contractsincludeAIandautomation

components,andmorethanhalf(54%)offirmsadopthybridcloudoutsourcingmodels,

accordingtoGlobalGrowthInsights’2026IToutsourcingmarketreport8.

Additionally,contractmodelsareshifting.IDC’sFutureScape:WorldwideServices2026

Predictions9forecastthat30%ofITservice

contractswillbeoutcome-basedby2029,

emphasizinguptime,resolutiontimes,andotherperformancemetricsinsteadofticketsclosedor

laborhours.Innovationclausesand

value-sharingmechanismsarealsobeingadded.

Thisvalue-basedcontractingreducesperceivedrisk–helpingtoexpandoutsourcinginto

previouslyguardeddomainslikecybersecurity.Itisalsopromptingproviderstorearchitectdeliverytomakeoutcomesrepeatableandmeasurable.

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2.Qualityandoutcomesovertakecostasthebiggest IToutsourcingdrivers

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Outsourcinghaslongbeenapopulartactictostretchdollarsandclosepersistenttalentgaps.ButwhilecoststillranksamongthetopreasonsforIToutsourcing,itisnolongerthedominantdriver.

Just34%oforganizationscitedcostreductionastheprimaryfactorforoutsourcinginDeloitte’s

latestoutsourcingsurvey,downfrom70%in2020.Instead,organizationspointtoimprovedaccesstotalentandabetterabilitytomeetrisingcustomerexpectationsastheirbiggestmotivations.

KPMG’sreportreinforcestheincreasingemphasisonfactorsbeyondsavings,withcost

predictabilityprioritizedmorethancostsavings.Intoday’sITenvironment–definedbyhybridcloudarchitectures,escalatingcybersecuritythreats,andalways-ondigitaloperations–

unexpectedITcostscandisruptrevenue,compliance,andcustomerexperience.

Asaresult,enterprisesareincreasinglywillingtopayapremiumforproviderswhocandeliver

assuredservicelevels,securityresilience,operationalstability,andgobeyondsimpleticket

processingtoproactivelyanalyzeissues–drivingfaster,moreeffectivesolutions.Whenasked

abouttheirprimaryoutsourcingobjectives,organizationsrankedfasterspeedtomarketandtheabilitytoredeployin-houseresourcestomorestrategicactivitiesabovecostconsiderationsintheKPMGsurvey.

Predictablecostsrankedthird.Costsavingsrankedfifthoutof12priorities.

RankingofPrimaryGoalsforAdoptingOutsourcing

01

Fasterspeedtomarketfornewproductsandservices

02

Redeployinginternalstafftootheractivities

03

Predictablecosts

04

Improvedstakeholderexperience

05

Costsavingsandefficiency

06Improvedstakeholdertrust

07

Accesstoscarcetalent

08

Accesstonewtechnology

09

Acceleratedinnovation

10

Accesstobestpractices

11

Drivingotherstrategicpriorities

businessmodeltransformation

12

12Enablingoperatingmodelor

Source:KPMG2025TheFutureofOutsourcing:RethinkEverythingReport

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Putsimply,costefficiencyhasbecometablestakes.Competitiveadvantage,innovation,andbusinessmodeltransformationnowdefinethevalueequation.

ExpectationsfromOutsourcingintheNext2Years

Strategic

outcomesthat

drivecompetitiveadvantage

Businessmodeltransformation

78%

81%

Operatingmodeltransformation

76%

73%

Technologyinnovation

Source:KPMG2025TheFutureofOutsourcing:RethinkEverythingReport

Thislonger-term,strategicorientationisreflectedinsatisfactiondata.Wipflifound93%oforganizationsthatoutsourcedsaidtheyweresatisfiedwiththeexperience.

ThelatestITOutsourcingStatisticsreport10byComputerEconomicsreinforcesthese

findings.Across11functionalareas,IT

outsourcingachievedanaverageservice

experiencesuccessrateof85%,withnoareafallingbelow75%–underscoringconsistent,qualityperformanceacrossfunctions.

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OutsourcingService-SuccessRateforEachFunction

0%33%67%100%

92% 92% 91%90%

88% 85%83%

83%

79%

78%

75%

WebOperations

CloudInfrastructureManagement DataCenterOperationsDisasterRecoveryServicesNetworkOperations

ApplicationDevelopmentApplicationManagement

SystemImplementation/IntegrationDesktopSupport

HelpDesk

ITSecurity

PercentOrganizations

Source:ComputerEconomics

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Similarly,thereportshowedhighIToutsourcingsuccessratesacrossthesefunctionsforloweringormaintainingcosts:

OutsourcingCost-SuccessRateforEachFunction

0%33%67%100%

91%83%

79%

78%

76%

75%

73%

70%

69%62%

61%

PercentOrganizations

Source:ComputerEconomics

HelpDeskDesktopSupportWebOperations

DataCenterOperations

CloudInfrastructureManagementApplicationManagementNetworkOperations

DisasterRecoveryServicesApplicationDevelopment

SystemImplementation/IntegrationITSecurity

Buthere’sanoteworthypoint:Whilehelpdeskanddesktopsupportscoredthehighestcost

reductionsuccessrates(91%and83%,respectively),theirserviceexperiencesuccessrateswerelower(78%and79%).

Whilestillstrong,thedisparityhighlightsacriticaltakeaway:choosinganexperienced,

high-qualityIToutsourcingproviderisessential–combiningcostefficiencieswithbestpractices,

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strategicadvisory,strongperformancemanagement,acustomerexperiencefocus,andadvancedtechnologiestomaximizebothsavingsandresults.

IToutsourcingisnolongersimplyaboutlaborarbitrage.Itisincreasinglyviewedasanenablerofagility,innovation,andresilienceinanenvironmentwheretechnologicalcomplexityand

performanceexpectationscontinuetorise.

Just34%oforganizationscitecostreductionastheirprimaryoutsourcingdriver,downfrom70%in2020.

DeloitteGlobalOutsourcingSurvey

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3.AIredefinestheIToutsourcingmodel

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AIadoptionhasacceleratedrapidlyoverthelastfewyears,withglobalenterpriseAIspendingsurgingmorethan200%yearoveryearto$37billionin2025(MenloVentures’2025Stateof

GenerativeAIintheEnterprisereport11).

By2030,CIOsexpect75%ofITworktobeperformedbyhumansaugmentedwithAI,and25%byAIalone,accordingtoa2025GartnerCIOsurvey12.

AIisnolongerexperimental–itisbecomingembeddedintothecorefabricofIToperations.Butwhileinvestmenthassurged,resultshavenotkeptpace.

Onlyone-thirdoforganizationsreporttangiblefinancialbenefitsfromAIinthepastyear(PwC’s

29thGlobalCEOSurvey13),andMITresearch14suggestsmostenterpriseAIprogramsstillshowzeroreturn.

ThechallengeisnolongerwhethertoexperimentwithAI–itishowtooperationalizeitatscale.ThatexecutiongapisfundamentallyreshapingexpectationsforIToutsourcingpartners.

By2030,CIOsexpect75%ofITworkwillbedonebyhumansaugmentedwithAI,and25%byAIalone.

Gartner2025CIOSurvey

Fromlabormodeltointelligencemodel

Historically,IToutsourcingfocusedonlaborarbitrageandtaskexecution.AIisacceleratingtheshiftofthevalueproposition.

EnterprisesnowexpectIToutsourcingpartnersto:

Reducemanualintervention,notjustoffloadit

Delivermeasurableperformanceimprovements

Tieautomationgainstooutcome-basedSLAs

IToutsourcingisexpandingfromasupplementallabormodeltoatechnologyaccelerator,

mergingadvancedAIcapabilitieswithexperiencedtalenttodeliversmarterexecution,scalableperformance,andmaximizedresultsacrossdistributeddeliveryenvironments.

ProvidersarealsoembeddingAIdirectlyintodeliverycontracts,redefiningSLAsaround

performance,availability,andintelligentautomationratherthantraditionalmeasuresliketicketvolume.

Some87%ofITleaderssaytheyareleveragingoutsourcingmodelstoaccelerateAIadoptionandROI–thehighestofanybusinessfunction.They’refocusedongaininginstantaccesstotools,capabilities,andexpertisetheycan'tbuildfastenoughin-house(DeloitteGlobal

OutsourcingSurvey).

AI-enableddeliveryinpractice

AIOps–thepracticeofapplyingAI,analytics,andothertechnologiestoautomateandimproveIToperations–isemergingasoneoftheclearestexamplesofthisshift.ByapplyingAItoIT

operations,outsourcingprovidersarehelpingto:

Reducedowntimethroughearlyanomalydetectionandfasterroot-causeanalysis

Accelerateincidentresponse,improvingservicereliabilityanduserexperience

Automateroutine

operationaltaskssuchasalerttriage,remediation,andcapacityplanning

Enhancevisibilityand

intelligentinsightsacross

complexhybrid,multi-cloud,anddistributedsystems

Proactivelyidentifyserviceriskstosupportconsistent

applicationperformanceandbetterdigitalexperiencesforemployeesandcustomers

Improveforecasting,

performanceoptimization,andinfrastructureplanningalignedwithreal-timebusinessdemand

Beyondoperationalimprovements,thefinancialimpactcanbesubstantial.BCG’slatestIT

SpendingPulse15projectsGenAIcouldreduceaddressableITcostsbyupto50%throughefficiencygainsandintelligentautomationofknowledgework.

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19

GenAIUseCasesCanReduceupto50%ofITServicesCosts

ShareoftotalITcosts,bytype(%)

222317410996

Upto

50%

ofcostsareaddressable

Addressablecostsare

areasofITcoststhatGenAI

canpotentiallyreduceby

increasingefficiency.

CIOoffice

ServicedeskDigitalCybersecurityand

workplaceriskmanagement

Estimatedvaluepotential

HighMediumLowNone30%to50%ofAI-addressablecosts

Source:BCG’sITSpendingPulse

Infrastructureandoperations

Applicationdevelopment

Applicationsupport

Network

Closingemergingtechnologygaps

Bridgingtechnologyexecutiongapsisthetopexpectationorganizationsareplacingon

outsourcingpartnersin2026,withGenerativeandAgenticAIcapabilitiesleadingtheagenda(SSONBusinessProcessOutsourcingin2026:

ShiftingExpectationsreport16).

Asperformanceexpectationsrise,enterprisesincreasinglyexpectIToutsourcingpartnerstodeliverready-to-deployAIcapabilitiesand

provenusecasesthatdrivemeasurableoperationalimprovement.

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NewCapabilitiesExpectedfromOutsourcingPartnersin2026

(multipleoptionsselected)

80%

GenerativeAI&Agenticsolutions

70%

Automationsolutions

(otherthanGenAI

&AgenticAI)

44%

Process

reengineering

expertise

42%

Advanced

analytics&data

insights

38%

Globalfootprint&

deliveryflexibility/

agility

14%

Industry/domainspecialization

8%

ESG&

sustainability

alignment

2%

Other

Source:SSONBusinessProcessOutsourcingin2026:ShiftingExpectations

Oneexample:AuxisisembeddingGenAI-poweredvirtualvoiceagentsintoenterpriseservicedesksasLevel0support–handlingfirst-contactinteractions24x7x365andresolvingroutineissuesautonomously.Poweredbyadvancednaturallanguageunderstandingandcontextualreasoning,thesesystemsminimizecallabandonment,accelerateresolution,andelevateuserexperiencewhilereducingdependencyonhumanintervention.

AgenticAImarksthenextstageofthisevolution–movingIToutsourcingbeyondtaskautomationtowardintelligent,coordinatedexecutionatscale.Withtheabilitytoreason,plan,andtakeactionsautonomously,thesesystemscanexecuteend-to-endprocesses,suchasdiagnosing

infrastructureissues,rebalancingworkloads,resolvingservicetickets,investigatingsecurityalerts,performingcross-systemworkflows,andmore.

Theshiftisaccelerating.MorethanhalfofbusinessesdeployingorplanningtodeployAIagentsareprioritizingITandcybersecurityusecases(PwC2025AIAgentSurvey17).Earlyadoptersarealreadyreportingoperationalcostreductionsofupto38%(2026Automatic.coreport18).

ButasITteamsoverwhelmedwithcompetingprioritiesstruggletokeeppacewiththespeedof

emergingtechnologies,theyareincreasinglyturningtooutsourcingpartnerstoembedadvancedcapabilitiesintooperations.

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87%ofITleadersareturningtooutsourcingtoaccelerate

AIadoptionandROI–gaininginstantaccesstotools,capabilities,andexpertisetheylackin-house.

DeloitteGlobalOutsourcingSurvey

AIgovernanceasadifferentiator

AsAIexpands,sodoregulatoryandcompliancerisks.YetfewerthanhalfoftechnologyleadershaveformalAIgovernanceframeworksinplace,a2025Collibrasurvey19found.Only47%providegovernanceorcompliancetrainingforemployees.

It’sadangerousgap:AmongorganizationsthatreportedAI-relatedbreaches,97%lackedproperAIaccesscontrolsandgovernance,accordingtoIBM’s2025CostofaDataBreachReport20.

LeadingIToutsourcingprovidersaredifferentiatingbybuildinggovernanceframeworksdirectlyintoAI-enableddelivery.

Thisincludes:

AImodeloversightandperformancemonitoring

Dataprotectionandsovereignoperationscompliance

Riskcontrolsembedded

intoautomatedworkflows

Transparentreportingandauditability

By2027,IDCexpectsmostglobalenterprisestoreassessITpartnersbasedontheirabilitytoguaranteesovereignoperations,dataprotection,andtransparentAIgovernance.

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4.Cybersecurityisthe#1ITfunctionoutsourced

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Onceconsideredtoocriticaltoentrusttothirdparties,cybersecuritynowstandsasthemostoutsourcedITfunctionheadinginto2026.IntensifyingAI-enabled

risk–combinedwithincreasingskillsgaps,coveragerequirements,operationalcomplexity,surging

regulatorydemands,andbudgetchallenges–hasreshapedhoworganizationssecuretheir

environments.

Putsimply,cyberriskisnolongerconfinedtoIT–itisenterpriserisk,withdirectfinancialandreputationalconsequences.Andit’sbecometoocomplexand

highstakesformostorganizationstomanagealone.

AInowsitsatthecent