This major study reports current levels of outsourcing by U.S. and Canadian organizations for 11 IT functions: application development, application maintenance, data center operations, database administration, desktop support, disaster recovery services, help desk services, IT security, network operations, SaaS/Hosted applications, and web/e-commerce systems. Among the dozens of outsourcing metrics, we report the percentage of organizations that outsource the function (frequency), the average percentage of work outsourced (level), the change in level of outsourcing over the past year (trend), the percentage finding cost and quality of service greater or less than doing the same work in-house, and the percentage of outsourced work performed offshore. (111 pp., 92 figs.)
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