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European CIO Cloud SurveyAddressing security, risk and transitionMay 2011
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Executive Summary
Cloud computing is one of the fastest growing, and potentially most exciting IT innovations in a
generation. Cloud computing is a major step-change in the evolution of IT, providing the means through
which services ranging from computing power, storage and networks to software, applications and
business processes can be delivered as and when needed. Cloud computing, however, is not without
controversy with vague denitions of whats in the cloud and heated debate regarding the best
deployment model.
Following on from previous surveys in 2009 and 2010, Colt, a leading provider of integrated managed
IT and networking solutions, again has commissioned industry research amongst CIOs to explore
current attitudes and adoption levels of cloud computing. The aim being to provide an evidence-
based view of cloud sentiment and deployment in European enterprises in 2011. The results of the
Colt European CIO Cloud Survey are based on more than 500 interviews with IT decision makers in
a cross-section of organisations with some level of familiarity with cloud computing. At least 100interviews were conducted in each of the UK, France, Germany, Spain and Benelux.
The research nds that although still in early adopter territory, with relatively few company-wide
cloud implementations, the cloud agenda has shifted beyond concerns about security to a wider
view of risk. It also highlights various challenges associated with supplier lock-in and transition.
Despite such concerns, cloud services look set to dominate the IT landscape in next couple of years
and those enterprises taking a more holistic view of the benets, drawbacks and various models
of cloud seem best placed to make informed choices to deliver a more agile operating model and
sustainable ROI.
Fig. A: Sample breakdown Industry sector
Onlineretail / wholesale
5%
Consumer
productsmanufacturing
4%
Media Services3%
Professional services22%
Financial services9%
Public sector &education
21%
High tech productsmanufacturing
16%
Industrial productsmanufacturing
7%
Chemicals &
petroleummanufacturing
2%
Other14%
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Some highlights o the research include:
Cloud watching
60% of enterprises think cloud will be their most signicant IT operating method by 2014
Few companies have company-wide cloud implementations showing we are still in earlyadopter territory but adoption levels in parts of the organisation are encouraging
The key challenges for cloud adoption are ease of transition (58%), quality assurance (55%),
cost justication (55%) and regulation on security and control of customer data (54%)
The top ve cloud applications deployed company-wide are website hosting (24%), email
hosting (23%), database hosting (22%), servers (22%) and storage (20%)
Security sticking points
Security still remains the biggest identied barrier to adoption (63%), followed by integration
issues (57%) and performance / reliability concerns (55%) although these are all far less
pressing concerns than last year
Security is deemed an ongoing issue that goes beyond cloud (74%) but is certainly a priority
in evaluating and managing IT delivered via cloud (80%)
43% say it will not prevent them adopting more cloud services
Cloud and risk
63% see business risks in the transition to the cloud but 42% think they are not in a position
to fully assess the risks associated with cloud services
The key risks are considered to be compromises in security (45%) and worry that a major
cloud performance or security incident could damage the brand (42%)
Perhaps reecting this inability to quantify risk, the preferred cloud deployment in 2011 is via
private cloud (53%), up signicantly since 2010 (27%).
Fig. B: Sample breakdown Cloud adoption
Other
15%Evaluated but decided
not to go ahead5%
Evaluating options
24%
Planning to adopt innext 12 months
16%
Currently implementing24%
Already adopted
16%
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Cloud supply
As in 2010 the key requirement of a cloud supplier is that they provide data security and
privacy (73%) having strong business continuity and disaster recovery processes has grown
in importance (70%), whilst providing performance SLAs (67%) remains the third biggest
consideration
Most prefer to use a mix of cloud suppliers (71%) rather than relying on a single service
provider (25%)
2011 is a year that will dene cloud adoption across Europe. Whilst awareness and denitions of
cloud models preoccupied end-user businesses (and the IT industry) in 2009 / 2010, there is a tangible
change in 2011. Real world cloud usage today is characterised by email hosting and data storage
services extensions of hosted services and the high volume / low risk components of IT infrastructure.
Web services, such as e-commerce, are rmly placed in the next phase of cloud adoption, benetting
from domain expertise and a raft of wrap-around services that deliver convincing ROI for margin-
hungry retailers. Whilst these deployments contribute to the established use of cloud services, the key
enterprise applications deployment marches on at a slower pace.
Methodology overview
The Colt CIO Cloud Survey was conducted by Loudhouse,
an independent marketing research consultancy based in
the UK. The survey comprised more than 500 online
interviews IT decision makers in companies with a turnover
of at least 100K and some level of familiarity with cloud
computing. The research was conducted in January 2011.
At least 100 interviews were conducted in each of the UK,
France, Germany, Spain and Benelux.
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What does this all mean?
Whilst the absolute deployment of cloud services is very difcult to establish, the trend is clear:
Companies are evaluating and deploying cloud services at a higher rate year-on-year, fuelled by the
need to be more agile and responsive in todays business climate and the market is transitioning to
a more mature phase. The key developments in this trend, as dened by the Colt European CIO
Cloud Survey, are:
Security actors prevail
Risk evaluation o cloud
Data privacy and contract issues
Quality assurance and transition management
Inrastructure and service provider business
Security actors prevail as cloud adoption grows
Security is not a simple case of considering if cloud computing is secure. Moreover, adoption-
levels show that a healthy regard for security is an integral part of cloud usage, not a barrier.
However, businesses are now asking how the services are secured and what the weak
points are in the end-to-end service.
Risk evaluation o cloud deployment is hard to fnd
Whilst risk evaluation of any IT issue remains a complex matter, the absence of risk assessmentin moving to cloud models is alarming. Some of this concern can be mitigated by the nature of
cloud usage to date smaller companies, low-level applications, deployments at departmental
levels. However, in order to
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Data privacy and contract issues are increasingly importantor adoption
Businesses are beginning to ask the seemingly mundane but critically important questions
about cloud deployment. Even in a cloudy world, the demands from enterprises to know the
location of data, to elicit meaningful service level obligations and the need for an integratedend-to-end service are indicators of cloud services moving out of the playground.
Quality assurance and transition management are key enablers
As shown by detailed adoption gures, businesses are taking a phased approach to cloud
adoption. The nature of the delivery model makes this a relatively comfortable deployment
path. However, there is always the concern that a phased approach will not embrace the new
services model inherent in cloud computing and lead to internal politics and conservatism
compromising momentum.
Inrastructure and service provider business will drive enterprisecloud adoption
With the metaphor of electricity utility still at large, it is not surprising that enterprises initially
viewed cloud services as simply a question of largest scale and lowest cost, driven by service
providers who owned internet-scale data centres or were traditional enterprise software and
systems houses. The issue of service market understanding and the ability to understand
and meet specic European customer needs in order to accommodate cloud transitions willdene the success in the nascent enterprise phase of cloud adoption that 2011 promises
in Europe.
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Fig.1: Key enablers of cloud adoption
Charts and commentary
Cloud watching
There is much discussion about the drivers and benets of cloud computing. In the current economic
climate, a key starting point of cloud adoption is substantially reduced or no capital spending for a
given application in favour of a exible, on-demand model helping enterprises to better adapt to
market needs. The key enablers of this process, as highlighted in Figure 1 are ease of transition
(58%), quality assurance (55%), addressing cost saving pressures (55%) and regulations on the
security and control of customer data (54%).
Making the transition from legacy operating environments to the cloud or integrating cloud alongside
legacy infrastructure is a daunting prospect for many companies. It is encouraging to see that many
cloud providers are now focusing on easing this transition process. The fact that ease of transition
has now emerged as the most signicant enabler of cloud adoption, up from third place in 2010,
reveals a more mature marketplace where the realities of implementation are now coming to the fore.
As in 2010, companies continue to think that quality assurance is vital to the wider adoption of cloud
computing assurances of uptime helping to allay any reliability and performance concerns. Security
regulations and control of data are another sought after feature for CIOs (54%); their importance
continually reinforced through high prole press horror stories of corporate and public sector data
leaks. The high prole of cloud computing is also putting such outages under the microscope.
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Ease of transition and quality assurance are rated consistently high by all countries in the survey.
Costs saving pressures are particularly noted as a cloud enabler in the UK (63%) whilst Germany
is more likely to cite the need for in-country government endorsement (45%) than other countries.
Regulations on security and control of customer data both resonate more strongly as cloud enablers
in Germany (66%) and the UK (65%).
Figure 2 shows that the cloud operating model is most likely to become mainstream within the next
two to three years, 60% of CIOs considering that it will become the most signicant method of IT
delivery by 2014. Spain and Italy appear more optimistic - where 52% and 51% of companies
respectively believe cloud adoption will reach this level of penetration by 2013. Only time will tell
exactly how much reliance the market will place on cloud services. Whilst predictions may vary, the
emphasis on cloud being widely accepted sooner rather than later is a view that IT decision makers
consistently hold. Only 6% remain sceptical.
Fig.2: Cloud as most signicant method of IT delivery
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Cloud choices
The cloud computing marketplace is for convenience divided into three strata Software as a Service
(SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (IaaS). Figures 3, 4 and 5 show
the relative levels of company-wide and partial adoption of cloud amongst specic applications
/ services. It becomes apparent that company-wide usage of cloud only occurs in a minority of
cases, even in applications that are used extensively across the business, such as email, backup anddesktop applications. Most cloud adopters are taking a measured approach with implementations
only in part of the business. Looking across the three different strata, it is interesting that there
appears to be similar levels of adoption of cloud amongst service users in each area even though
SaaS service revenues currently dominate the market gures. Typically, around 30% to 40% of other
companies are using cloud in more of a piecemeal fashion.
SaaS may be considered the oldest and most mature element of cloud computing, but it should
be noted that there is a blurring of SaaS, PaaS and IaaS with the distinctions between these three
prevailing service models unclear. PaaS, for example, speaks to a more generalised services platform
concept and in many cases these models are seen as a continuum. Looking at the top ve cloud
applications across the entire business with examples such as website hosting (24%), email hosting
(23%), database hosting (22%), servers (22%), storage (20%) - it becomes clear that SaaS, PaaS
and IaaS implementations can be comparative in adoption terms. The use of platform as a service as
a development cloud really is in its infancy across Europe.
Fig.3: SaaS adoption amongst application users
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Fig.4: PaaS adoption amongst application users
Fig.5: IaaS adoption amongst application users
One would expect that company-wide implementations will become more widespread as organisations
experience the benets that cloud brings and manage and mitigate any associated risks. Gartner,
for example, is already reporting growth in both the number of businesses signing cloud deals and
the size of those deals (Source: IT Pro, October 2010) although one always has to be aware of
cloud washing companies claiming cloud implementations when they arent really. Many internal
virtualisation projects can be magically renamed private cloud.
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Fig.6: Biggest barriers to adoption of cloud services
Security sticking points
As more information on individuals and companies is placed external to the organisation, concerns
about security dominate discussions about cloud computing. Figure 6 shows that it remains the
single biggest hurdle impacting cloud take up (63%) despite being less signicant than in last years
survey (71%). Security is a particular issue for companies in the UK (74%) and Germany (70%).
However it is worth noting that other issues associated with a more mature marketplace are starting to
emerge such as supplier lock-in (46%) and geographic location (31%). The key issue is that security
concerns are not new. The changing nature of this perennial priority, however, is important.
Organisations still clearly lack the certainty that they or their cloud provider can secure their data
beyond their own four walls. It is worth noting, however, that most of what typically gets ascribed
to security in the cloud boils down to data management and compliance issues. However, security
must be recognised as a continual concern.
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As shown in Figure 7, three quarters (74%) of CIOs think IT security is a concern whether IT systems
and applications are delivered via the cloud or not. Against this backdrop, the fact that 80% see
security issues as a priority when evaluating and managing IT via cloud services may in part be simply
due diligence in coming to terms with a new approach. Concerns over cloud security are grounded in
common sense. However, further detail on security shows it is not a wholesale obstacle to adoption,
35% saying they will become less concerned the more reliant their company become on cloud. Yet,
for 43% these will not prevent their organisation from adopting more cloud services.
The security agenda is likely to shift further still in the coming year as cloud stakeholders increase
their understanding of cloud security issues, companies deploy more advanced security options and
issues regarding security architecture, location, transition and contracts prevail.
Fig.7: Attitudes to cloud security
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Cloud and risk
It seems that although cloud is associated with risk, the nature of this risk is unclear. Almost two-
thirds (63%) of CIOs think that there are business risks associated with the transition from in-house IT
management to a cloud service. This is particularly the case in the UK where this gure stands at 81%.
It seems, however, that companies are not applying the same risk-management and governance
disciplines to the cloud environment as they do with their other IT initiatives. 42% claim they are
not in a position to fully assess the risks associated with cloud services whilst one in four (25%)
believe that their business has made errors in adopting cloud services without full consideration of
the impact on the company.
Risk can be dened as the potential that a chosen action or activity will lead to a loss or an
undesirable outcome. For many companies, risk is synonymous with security, as shown in Figure
8 where compromises in security (45%) and brand damage as a result of performance issues or
security incidents (42%) are pinpointed as specic business risks associated with adopting cloud
services. Other risks relate to more internal concerns such as increased IT complexity (30%) and
more pressure on IT staff (22%).
Fig.8: Specic business risks of adopting cloud services
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Community Cloud13%
Private Cloud
27%
Public Cloud8%
Enterprise Cloud53%
2010
Public Cloud
13%
Community Cloud
9%
Private Cloud
53%
Enterprise Cloud21%
None of the above
4%
2011
Fig.9: Preferred deployment of cloud
Figure 9 shows the preferred deployment of cloud. Private clouds are particularly popular as an
option in Spain (58%), Germany (57%) and the UK (56%). Private clouds are somewhat contradictory
as a notion of cloud philosophy. As a sentiment, private clouds overcome security concerns whilst
compromising on scalability and cost savings. Enterprise clouds, dened as a concoction of two
or more cloud types (internal, community, or public) bound together to enable data and application
portability are the preferred choice of one in ve companies (21%) and their popularity is likely
to grow further with increased awareness of the benets that a hybrid approach can bring. As
customers begin to untangle the options available to them in the market for deployment, preferences
are certain to uctuate.
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Cloud supply
Alongside the explosion of choice of cloud models and suppliers, buying organisations now seem
more open to considering cloud services from a range of different supplier types, with network
infrastructure and services providers (48%) and managed hosting companies (42%) most trusted
to deliver cloud computing services. Figure 10 shows those factors that CIOs look for in cloud
suppliers. Not surprisingly, given the consistent focus on security issues, providing data security and
privacy (73%) emerges as the most important factor, followed by business continuity and disaster
recovery processes (70%) and the provision of performance assurances / SLAs (67%). Data security
and privacy was the key concern in 2010 although this year strong business continuity and disaster
recovery has moved up from 5th place to 2nd place whilst taking end-to end responsibility for services
has dropped from 2nd place to 4th place.
Given organisations focus on risk reduction and security, it is not really surprising that CIOs are
choosing not to put all of their cloud eggs in one basket. Figure 11 shows that only one in four
companies would opt for a single supplier, most instead opting to spread the risk by using more
than one supplier. Part of this will be due to the levels of supplier expertise in certain cloud models
and application areas, but given the relative immaturity of the sector, this is likely to also be a risk-
reduction strategy by companies.
Fig.10: Key requirements of cloud suppliers
Fig.11: Future business use of cloud service providers
Don't know
3%
One service provider will deliver a
range of application and network
services for the business25%
A small number of service providers
will provide the majority of cloud
services for an organisation38%
A mix of services providers will
deliver services for specific
aspects of IT use33%
None of theabove
4%
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Conclusion
The themes that dene the 2011 Colt European CIO research, Security, Risk and Transition are likely
to endure as they reect corporate IT concerns. However, the priorities surrounding these issues, the
way that organisations overcome their associated challenges and realise tangible business benets
is evolving as the market matures. Companies are now looking for service providers to mirror their
need for agility and responsiveness through their cloud offerings whilst also providing the necessary
geographical reach, integration expertise and security reassurances that the market demands. With
such a range of cloud service providers now emerging, it is those that can stay ahead of these
evolving customer needs who are best placed to succeed.
Across Europe attitudes to cloud computing vary from the increased focus on security and control
of customer data in the UK and Germany to the optimistic projections of cloud usage in Spain and
Italy. As the hype around cloud computing gives way to a more solid market understanding, so a
more mature service provider approach is emerging, offering tailored cloud services to meet diverse
customer needs rather than expecting enterprises to re-design themselves to better align to the cloud
model. The trend towards increased cloud use is apparent but, whilst the cloud model promises
exibility, it is clear that enterprise deployment remains multi-faceted. The technology-driven view of
cloud computing is what has been awed. Perhaps it is better for companies across Europe to look
at cloud computing as a single philosophy comprising many different solutions.
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Appendix:Country-specic data
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Contents
Figure 1: Key enablers of cloud adoption
Figure 2: Timeline when cloud will be the most signicant
IT operating method
Figure 3: Adoption of SaaS
Figure 4: Adoption of PaaS
Figure 5: Adoption of IaaS
Figure 6: Biggest barriers to cloud adoption
Figure 7: Attitudes to cloud security
Figure 8: Specic risks of adopting cloud services
Attitudes to cloud and risk
Figure 9: Preferred deployment of cloud
Figure 10:Key requirements of cloud suppliers
Figure 11:Future business use of cloud service providers
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Figure 3: SaaS adoption UK Germany Spain France Benelux
Email hosting Co.wide: 11%Partial: 25%
Co.wide: 25%Partial: 36%
Co.wide: 28%Partial: 28%
Co.wide: 27%Partial: 42%
Co.wide: 25%Partial: 21%
Backup Co.wide: 11%Partial: 20%
Co.wide: 17%Partial: 38%
Co.wide: 24%Partial: 32%
Co.wide: 24%Partial: 41%
Co.wide: 25%Partial: 23%
Desktop applications Co.wide: 6%Partial: 22% Co.wide: 21%Partial: 37% Co.wide: 16%Partial: 44% Co.wide: 18%Partial: 42% Co.wide: 16%Partial: 23%
Collaboration Co.wide: 10%Partial: 29%
Co.wide: 19%Partial: 43%
Co.wide: 15%Partial: 44%
Co.wide: 24%Partial: 48%
Co.wide: 14%Partial: 28%
HR Co.wide: 11%Partial: 22%
Co.wide: 15%Partial: 35%
Co.wide: 17%Partial: 42%
Co.wide: 18%Partial: 38%
Co.wide: 9%Partial: 35%
Payroll / nance Co.wide: 9%Partial: 22%
Co.wide: 9%Partial: 41%
Co.wide: 19%Partial: 37%
Co.wide: 15%Partial: 49%
Co.wide: 14%Partial: 30%
CRM Co.wide: 12%Partial: 22%
Co.wide: 12%Partial: 42%
Co.wide: 12%Partial: 46%
Co.wide: 17%Partial: 44%
Co.wide: 18%Partial: 27%
Business intelligence Co.wide: 5%
Partial: 29%
Co.wide: 14%
Partial: 41%
Co.wide: 17%
Partial: 39%
Co.wide: 17%
Partial: 51%
Co.wide: 12%
Partial: 33%
ERP Co.wide: 9%Partial: 28%
Co.wide: 11%Partial: 44%
Co.wide: 10%Partial: 47%
Co.wide: 17%Partial: 43%
Co.wide: 10%Partial: 27%
Supply chain Co.wide: 9%Partial: 29%
Co.wide: 7%Partial: 46%
Co.wide: 15%Partial: 40%
Co.wide: 18%Partial: 47%
Co.wide: 6%Partial: 26%
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Figure 4: PaaS adoption UK Germany Spain France Benelux
Website hosting Co.wide: 26%Partial: 33%
Co.wide: 22%Partial: 45%
Co.wide: 24%Partial: 42%
Co.wide: 28%Partial: 43%
Co.wide: 18%Partial: 35%
Database hosting Co.wide: 17%Partial: 23%
Co.wide: 23%Partial: 44%
Co.wide: 22%Partial: 40%
Co.wide: 28%Partial: 38%
Co.wide: 20%Partial: 27%
Application hosting Co.wide: 12%Partial: 27% Co.wide: 24%Partial: 41% Co.wide: 20%Partial:41% Co.wide: 25%Partial: 47% Co.wide: 16%Partial: 27%
Integration services Co.wide: 14%Partial: 20%
Co.wide: 20%Partial: 38%
Co.wide: 18%Partial: 44%
Co.wide: 21%Partial: 46%
Co.wide: 13%Partial: 36%
Applications development Co.wide: 13%Partial: 22%
Co.wide: 16%Partial: 44%
Co.wide: 19%Partial: 45%
Co.wide: 19%Partial: 49%
Co.wide: 13%Partial: 29%
Figure 5: IaaS adoption UK Germany Spain France Benelux
Servers Co.wide: 14%Partial: 19%
Co.wide: 29%Partial: 33%
Co.wide: 19%Partial: 37%
Co.wide: 26%Partial: 44%
Co.wide: 22%Partial: 25%
Storage Co.wide:15%
Partial: 22%
Co.wide: 26%
Partial: 34%
Co.wide: 17%
Partial: 41%
Co.wide: 23%
Partial: 49%
Co.wide: 19%
Partial: 26%
Security Co.wide: 10%Partial: 24%
Co.wide: 25%Partial: 28%
Co.wide: 20%Partial: 37%
Co.wide: 25%Partial: 36%
Co.wide: 22%Partial: 25%
Computing Co.wide: 14%Partial: 22%
Co.wide: 21%Partial: 38%
Co.wide: 17%Partial: 45%
Co.wide: 20%Partial: 51%
Co.wide: 20%Partial: 26%
Disaster recovery Co.wide: 11%Partial: 22%
Co.wide: 23%Partial: 34%
Co.wide: 3%Partial: 38%
Co.wide: 23%Partial: 49%
Co.wide: 14%Partial: 25%
Application testing Co.wide: 10%Partial: 25%
Co.wide: 15%Partial: 48%
Co.wide: 12%Partial: 44%
Co.wide: 17%Partial: 46%
Co.wide: 10%Partial: 28%
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Figure 6: Biggest barriers to cloud adoption UK Germany Spain France Benelux
Barriers security 74% 70% 57% 56% 56%
Barriers integration with IT applications 60% 59% 50% 60% 55%
Barriers performance / reliability 59% 65% 51% 50% 48%
Barriers regulatory and compliance 61% 44% 44% 46% 39%
Barriers lock in 52% 47% 59% 50% 27%
Barriers transparency of costs 47% 46% 38% 50% 37%
Barriers geographic location 29% 34% 37% 33% 22%
Figure 7: Attitudes to cloud security UK Germany Spain France Benelux
% thinking that business managers are not even aware of the security is-sues associated with cloud services
62% 43% 50% 59% 41%
% thinking IT security is a concern whether IT systems and applications aredelivered via the cloud or not
85% 78% 60% 71% 72%
% saying the more reliant their company becomes on cloud services, theless concerned they become about security issues
26% 37% 43% 39% 29%
% saying security concerns will not prevent their organisation adoptingmore cloud services
33% 43% 52% 48% 41%
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Figure 8: Specic business risks of adopting cloud services UK Germany Spain France Benelux
Predicted return on investment is not achieved 31% 14% 18% 22% 17%
Service delivery compromises end user / staff experience 39% 26% 8% 20% 12%
More staff pressure on internal IT teams 25% 28% 19% 18% 21%
Compromises in security 57% 64% 37% 25% 41%
More complexity in managing mixed environments 38% 21% 23% 31% 34%
Service delivery compromised customer service / business operations 41% 25% 13% 25% 17%
Major cloud performance / security incident could damage brand 55% 36% 32% 46% 35%
There would be no business risks 2% 11% 7% 4% 2%
Attitudes to cloud and risk UK Germany Spain France Benelux
% thinking there are business risks associated with the transition from in-house IT management to a cloud service 81% 68% 53% 55% 53%
% saying they are not in a position to fully assess the risks associated withcloud delivery
43% 36% 38% 51% 40%
% believing that their business has made errors in adopting cloud serviceswithout full consideration of the impact on the company
19% 27% 23% 33% 24%
Figure 9: Preferred deployment of cloud UK Germany Spain France Benelux
Public cloud 12% 12% 7% 18% 17%
Private cloud 56% 57% 58% 51% 42%
Community cloud 10% 7% 5% 9% 13%
Enterprise cloud 18% 16% 28% 20% 23%
None of the above 4% 7% 2% 2% 5%
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Figure 10: Key requirements of cloud suppliers UK Germany Spain France Benelux
Provides data security and privacy 84% 77% 68% 69% 65%
Strong business continuity and disaster recovery processes 84% 74% 57% 66% 63%
Provides performance assurances (SLAs) 82% 74% 49% 61% 64%
Takes end to end responsibility for services 74% 71% 57% 62% 57%
Provides competitive pricing 77% 54% 54% 67% 59%
Adheres to local compliance requirements 74% 58% 54% 54% 54%
Figure 11: Future business use of cloud service providers UK Germany Spain France Benelux
One service provider will deliver a range of services 17% 17% 32% 31% 27%
A small number of providers will provide the majority of services 43% 48% 29% 37% 33%
A mix of providers will deliver services for specic aspects of IT use 35% 32% 33% 28% 35%