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  • Outsourcing Profile Help Desk - IT Help Desk Outsourcing Trends and Customer Experience 2023

    IT Help Desk Outsourcing Trends and Customer Experience 2023

    The decision to turn over an IT organization’s help desk function to a service provider has a long and varied history. It is one of the services that helped establish the contemporary IT outsourcing industry. Our research shows that 50% of IT organizations surveyed currently rely on service providers to perform the help desk function, at any level of utilization.

    November, 2023

  • Outsourcing Profile IT Security Featured Image - IT Security Outsourcing Trends and Customer Experience 2023

    IT Security Outsourcing Trends and Customer Experience 2023

    IT security is a major focus for IT leaders that continues to grow in importance. The threat landscape is evolving with increased reliance on the cloud, greater diversity in the IT service portfolio, more employees working from home, and a more burdensome regulatory environment.

    November, 2023

  • Outsourcing Frequency 2 450x450 - Application Management Outsourcing Trends and Customer Experience 2023

    Application Management Outsourcing Trends and Customer Experience 2023

    As the application portfolio of an enterprise grows, the ongoing support for those systems can become a burden on the IT organization, leaving little time for developing and implementing new applications. In response, some organizations see outsourcing application management as an attractive option.

    December, 2023

  • Outsourcing Frequency v1 450x450 - Web Operations Outsourcing Trends and Customer Experience 2024

    Web Operations Outsourcing Trends and Customer Experience 2024

    Web operations outsourcing is one of the most popular types of managed services. Organizations of all kinds continue to expand their efforts in online marketing, website management, and e-commerce. This shift toward web-enabled business processes and e-commerce has prompted many companies to reassess their online strategies. In doing so, many have turned to managed service providers that can provide the needed expertise and a flexible, scalable infrastructure to deliver highly available and reliable web and e-commerce systems.

    February, 2024

  • Outsourcing Frequency Application Developement 450x450 - Application Development Outsourcing Trends and Customer Experience 2024

    Application Development Outsourcing Trends and Customer Experience 2024

    The demand for applications is constantly increasing due to digital transformation, changing business needs, and the surge in generative AI.

    February, 2024

  • Outsourcing Frequency Application Network Operations 450x450 - Network Operations Outsourcing Trends and Customer Experience 2024

    Network Operations Outsourcing Trends and Customer Experience 2024

    Network operations outsourcing is an established market. Today, major IT and telecom industry service providers and even disruptive newcomers are competing with regional providers for market share. In the past, large equipment vendors only provided the hardware that serves as the network's backbone. However, these giants are beginning to recognize the potential of value-added network services. Businesses can now obtain dependable infrastructure, along with expert network design, planning, and even network support operations from a single source.

    February, 2024

  • Outsourcing 450x450 - IT Outsourcing Statistics 2023

    IT Outsourcing Statistics 2023

    IT leaders are expecting to increase their outsourcing budgets this year, and they expect to reap outsourcing benefits of streamlined processes and reduced operational costs. The study profiles outsourcing activity for 11 IT functions. For each IT function, we measure the frequency and level of outsourcing. We also look at the current plans of IT organizations to increase or decrease the amount of work they outsource. Finally, we examine the customer experience to assess whether organizations are successfully lowering costs or improving service through outsourcing.

    April, 2023

  • Database Administration Staffing Ratios 450x450 - Disaster Recovery Outsourcing Trends and Customer Experience 2023

    Disaster Recovery Outsourcing Trends and Customer Experience 2023

    Experiences over the past three years have revealed that many organizations were not adequately prepared for a worldwide pandemic from a business continuity perspective. But most enterprises responded by establishing remote working environments on short notice and built out the network infrastructure and security measures to support them. Now, emerging from pandemic lockdowns, most businesses are retaining these remote work capabilities, even if they are to support a hybrid work model. Businesses are now more resilient, not just in facing another pandemic but in supporting remote work in the event of other natural or man-made disasters.

    June, 2023

  • Ousourcing Frequency Rb 450x450 - Data Center Operations Outsourcing Trends and Customer Experience 2023

    Data Center Operations Outsourcing Trends and Customer Experience 2023

    As data centers become larger, more automated, virtualized, and complex, service providers can leverage expertise and economies of scale to provide attractive alternatives to on-premises data centers. On the other hand, turning over data center operations to a service provider or moving applications to a hosting site can entail risk. Making the choice to outsource data center operations can reduce the infrastructure budget, but when managed incorrectly the outcome can be adverse.

    July, 2023

  • RB Featured Image Outsourcing Services v1 450x450 - System Implementation/Integration Outsourcing Trends and Customer Experience 2023

    System Implementation/Integration Outsourcing Trends and Customer Experience 2023

    System implementation/integration outsourcing is the use of an external service provider to assist in implementing new systems, which often includes integration with other new or existing systems. A systems integration (SI) firm can help or be responsible for some or all of the following: identifying system requirements, understanding and redesigning business processes, selecting a new system, and deploying the system.

    November, 2023

  • Desktop - Desktop Support Outsourcing Trends and Customer Experience 2022

    Desktop Support Outsourcing Trends and Customer Experience 2022

    The question of whether to turn over the desktop support function to a service provider is a critical and surprisingly complicated one. Our research shows there is a strong cost advantage to outsourcing the desktop support function, but other factors, including giving up control, can lead to problems. Nevertheless, 51% of IT organizations are outsourcing at least some of their desktop support function, making this one of the most popular functions to outsource, according to our annual IT Outsourcing Statistics study.

    October, 2022

  • DR IT Outsourcing 450x450 - Disaster Recovery Outsourcing Trends and Customer Experience 2022

    Disaster Recovery Outsourcing Trends and Customer Experience 2022

    Experiences over the past two years have revealed that many organizations were not adequately prepared for a worldwide pandemic from a business continuity perspective. But most enterprises responded by establishing remote working environments on short notice and built out the network infrastructure and security measures to support them. Now, emerging from pandemic lockdowns, most businesses are retaining these remote work capabilities, even if they are to support a hybrid work model. Businesses are now more resilient, not just in facing another pandemic but in supporting remote work in the event of other natural or man-made disasters.

    September, 2022

  • Featured Image Application Management Outsourcing Trends and Customer Experience  - Application Management Outsourcing Trends and Customer Experience 2022

    Application Management Outsourcing Trends and Customer Experience 2022

    As the application portfolio grows, the ongoing support for those systems can become a burden on the IT organization, leaving little time for developing and implementing new systems. In response, a growing number of organizations see outsourcing application management as an attractive option. Still, we are a long way from eliminating application management entirely from the IT organization.

    August, 2022

  • IT Vendor Governance BP 01 - IT Vendor Governance Best Practices

    IT Vendor Governance Best Practices

    IT vendor management is a function and set of practices that guide the selection, management, and assessment of IT suppliers to ensure that all parties comply with the terms of their contracts. IT supplier management has been a best practice for many years, but the disciplines have evolved. Traditional IT vendor governance practices are now inadequate to navigate the changing business ecosystem. The upshot is that most organizations need to transform their vendor governance programs. This Research Byte summarizes our full report on IT Vendor Governance Best Practices.

    August, 2022

  • Outsourcing Profile Newtork - Network Operations Outsourcing Trends and Customer Experience 2022

    Network Operations Outsourcing Trends and Customer Experience 2022

    Network operations is a mature but evolving outsourcing category with a wide assortment of top IT and telecom industry service providers competing with regional providers for market share. In addition, large equipment vendors are transforming their businesses beyond being manufacturing producers to delivering value-added network services. In doing so, they provide the network backbone to enterprise organizations as well as a growing variety of network services, including network design and planning, and even network support operations.

    July, 2022