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  • 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

  • E Commerce Adoption and Customer Experience Profile 3.0 - System Implementation/ Integration Outsourcing Trends and Customer Experience 2022

    System Implementation/ Integration Outsourcing Trends and Customer Experience 2022

    The outsourcing of system implementation/integration is on the rise. Our report examines adoption trends and customer experience with system implementation/integration outsourcing. We report on the percentage of organizations outsourcing it (frequency) and the average amount of work outsourced (level). We also present data on the cost and service experience and how these trends differ by organization size and sector. We conclude with guidelines to consider when outsourcing this function.

    July, 2022

  • Figure 1 pie Frank Corrections - IT Outsourcing Statistics 2022

    IT Outsourcing Statistics 2022

    Outsourcing levels are growing as more organizations take advantage of the cost flexibility that service providers offer. 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.

    March, 2022

  • Graph Template Outsourcing - Application Development Outsourcing Trends and Customer Experience 2021

    Application Development Outsourcing Trends and Customer Experience 2021

    The outsourcing of the application development function grew a noticeable amount in our annual IT Outsourcing Statistics study after two years being stuck at a lower percentage. Why the uptick? For starters, there is much going on in the application development universe. This report examines adoption trends and customer experience with application development outsourcing. We report on the percentage of organizations outsourcing it (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present data on the cost and service experience and on how these trends differ by organization size and sector. We conclude with guidelines to consider when outsourcing application development.

    October, 2021

  • Outsourcing Frequency Website Operations - Web Operations Outsourcing Trends and Customer Experience 2021

    Web Operations Outsourcing Trends and Customer Experience 2021

    Web operations outsourcing is one of the most popular types of managed services. As the pandemic showed more than ever, organizations of all kinds continue to expand their efforts in online marketing, website management, and e-commerce. To help IT executives better assess their options, this report analyzes the percentage of organizations outsourcing web operations (frequency), the average amount of work outsourced (level), and the change to the amount of work being outsourced (net growth trend). We also present data on cost and service experience and how these trends differ by organization size and sector. We conclude with recommendations on how to engage with a web, e-commerce, or electronic data interchange (EDI) service provider.

    August, 2021

  • Outsourcing Frequency Help Desk - IT Help Desk Outsourcing Trends and Customer Experience 2021

    IT Help Desk Outsourcing Trends and Customer Experience 2021

    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. Even so, our research shows that help desk outsourcing is not as pervasive as one might think. In this report, we analyze the percentage of organizations outsourcing help desk (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present data on cost and service experience and on how these trends differ by organization size and sector. We conclude with some key questions to consider.

    March, 2021

  • Outsourcing Frequency IT Security - IT Security Outsourcing Trends and Customer Experience 2021

    IT Security Outsourcing Trends and Customer Experience 2021

    IT security has become a major focus for IT leaders in 2021. This is because the threat landscape is evolving with increased reliance on the cloud, a greater diversity in the IT service portfolio, more employees working from home, and a more burdensome regulatory environment. This report helps IT executives compare their outsourcing activity and experience with other IT organizations. We use three metrics to measure IT security outsourcing activity: how many organizations outsource IT security (frequency), how much of the workload is typically outsourced (level), and the change in the amount of work outsourced (trend). We also measure the cost and service experience of organizations that outsource this function and determine how outsourcing activity and experience vary by organization size and sector. We conclude with recommendations.

    May, 2021

  • IT Outsourcing Statistics primary image - IT Outsourcing Statistics 2020-2021

    IT Outsourcing Statistics 2020-2021

    This major study profiles outsourcing activity for 11 IT functions: application development, application management, data center operations, database administration, desktop support, disaster recovery services, help desk services, IT security, network operations, system implementation/integration and web/e-commerce systems.

    August, 2020

  • CE ApDevOut Fig2 - Application Development Outsourcing Trends and Customer Experience 2019

    Application Development Outsourcing Trends and Customer Experience 2019

    The outsourcing of the application development function showed a slight increase in our annual IT Outsourcing Statistics study, but overall, the frequency of outsourcing this function has been on the decline since 2012. The use of application development service providers is at a crossroads, and the slow decline may continue. This report examines adoption trends and customer experience with application development outsourcing.

    March, 2019

  • NetworkOps Fig1 - Network Operations Outsourcing Trends and Customer Experience 2019

    Network Operations Outsourcing Trends and Customer Experience 2019

    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. This study examines adoption trends in the outsourcing of network operations.

    April, 2019