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Database Administration Outsourcing Trends and Customer Experience 2020
Database administration outsourcing often leads to satisfied customers who save money. But compared with other outsourcing categories in our annual study, the use of database administration service providers is not a widely practiced strategy. To help IT executives understand their options, this study examines adoption trends in database administration outsourcing.
May, 2020
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Data Center Operations Outsourcing Trends and Customer Experience 2020
Data center outsourcing provides good economic and service success, but the frequency by which IT organizations choose to outsource this function has been volatile. In this study, we provide IT executives with insight into how broadly their peers are undertaking outsourcing as a data center strategy. We also examine the success rates that organizations are having with reducing cost and improving service through outsourcing the critical data center function.
April, 2020
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Desktop Support Outsourcing Trends and Customer Experience 2019
Cost savings from outsourcing the desktop support function are positive, but declining service levels are bogging down growth in these services. This report examines adoption trends and customer experience with desktop support outsourcing.
December, 2019
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IT Outsourcing Statistics 2019/2020
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. 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. We examine the customer experience to assess whether organizations are successfully lowering costs or improving service through outsourcing. Finally, we show the outsourcing frequency by sector for each function. (115 pp., 97 fig.) Full Report Description [Research Byte]
August, 2019
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Database Administration Outsourcing Trends and Customer Experience 2019
Database administration outsourcing often leads to satisfied customers who save money. But compared with other outsourcing categories in our study, the use of database administration service providers is not a widely practiced strategy. To help IT executives understand their options, this study examines adoption trends in database administration outsourcing. We report on the percentage of organizations outsourcing database administration (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present success rates for customer cost and service experience and show how these trends differ by organization size and sector. We conclude with recommendations for improving the effectiveness of database administration outsourcing. (17 pp., 8 fig.) [Research Byte]
April, 2019
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Data Center Outsourcing Trends and Customer Experience 2018
In a growing economy, IT groups face decisions on how best to support increased transaction volumes. Should they upgrade infrastructure, turn to hosting providers, or move some computing resources to the cloud? In this study, we provide IT executives with insight into how broadly and eagerly their peers are undertaking outsourcing as a data center strategy. We also examine the success rates that organizations are having with reducing cost and improving service through outsourcing the critical data center function. We conclude with five steps for assessing the feasibility of data center outsourcing. (18 pp., 8 fig.) [Research Byte]
November, 2018
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Desktop Support Outsourcing Trends and Customer Experience 2018
Customer satisfaction with desktop support outsourcing appears to be rising, although the use of these services has not. This report examines adoption trends and customer experience with desktop support outsourcing. We report on the percentage of organizations that outsource (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present success rates for the customer’s cost and service experience, and show how use of these services differs by organization size and sector. We conclude with factors to consider when evaluating options for outsourcing this function. (17 pp., 8 fig.) [Research Byte]
October, 2018
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IT Outsourcing Statistics 2018/2019
This major study profiles outsourcing activity for 10 IT functions: application development, application maintenance, data center operations, database administration, desktop support, disaster recovery services, help desk services, IT security, network operations, and web/e-commerce systems. 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. We examine the customer experience to assess whether organizations are successfully lowering costs or improving service through outsourcing. Finally, we show the outsourcing frequency by sector for each function. (105 pp., 89 fig.) Full Report Description [Research Byte]
August, 2018
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Disaster Recovery Outsourcing Trends and Customer Experience 2018
Because information technology plays a significant role in the support and function of nearly all business operations, it is essential that IT organizations be able to quickly restore services after a disaster or any disruption. This report analyzes the percentage of organizations outsourcing disaster recovery capabilities (frequency), the scope of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present success rates for the cost and service experience and show how these trends differ by organization size and sector. We discuss the elements that every disaster recovery plan should contain as well. (18 pp., 9 fig.) [Research Byte]
April, 2018
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Application Maintenance Outsourcing Trends and Customer Experience 2018
As the application portfolio of an enterprise grows, the need to maintain those systems increases and can become a burden on the IT organization. In response, many organizations see outsourcing as an attractive option, although the number of organizations using these services has declined. In this report, we analyze the percentage of organizations outsourcing application maintenance (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also assess the customer experience by showing how many IT organizations successfully lower costs by outsourcing this function. (18 pp, 8 fig.) [Research Byte]
February, 2018
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Database Administration Outsourcing Trends and Customer Experience 2018
Database administration (DBA) outsourcing often leads to satisfied customers who save money. But compared to other outsourcing categories, it is not a widely embraced strategy. To help IT executives understand their options, this study examines adoption trends in DBA outsourcing. We report on the percentage of organizations outsourcing database administration (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present success rates for customer cost and service experience. Finally, we show how these trends differ by organization size and sector. (17 pp., 8 fig.) [Research Byte]
January, 2018
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Data Center Outsourcing Trends and Customer Experience 2017
Data center outsourcing remained relatively stable over the course of the recession, but now appears to be rising. As business growth resumes, IT organizations face decisions on how best to support that increased growth, including whether to upgrade infrastructure, turn to hosting service providers, or move some computing resources to the cloud. In this study, we provide IT executives with insight into how broadly and eagerly their peers are undertaking outsourcing as a data center strategy. We also examine the success rates that organizations are having with reducing cost and improving service through outsourcing the critical data center function. Finally, we show how these trends differ by organization size and sector. (18 pp., 8 fig.) [Research Byte]
October, 2017
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IT Security Outsourcing Trends and Customer Experience 2017
IT security is a critical area for IT managers, who face increasingly varied threats. The response to these threats has been to bring in some help: 45% of IT organizations are increasing the amount of IT security work that they outsource. In light of the new realities, this report is designed to help 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. (17pp., 8 fig.) [Research Byte]
September, 2017
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Network Operations Outsourcing Trends and Customer Experience 2017
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. We report on the percentage of organizations outsourcing network operations (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend and volatility). We also present the cost- and service-success ratings, which provide insight into the potential risks and rewards IT organizations take in turning to outside service providers. (16 pp., 8 fig.) [Research Byte]
September, 2017
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Desktop Support Outsourcing Trends and Customer Experience 2017
Customer satisfaction with desktop support outsourcing appears to be rising, while the use of these services has not. This report examines adoption trends and customer experience with desktop support outsourcing. We report on the percentage of organizations that outsource (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present success rates for the customer’s cost and service experience, and show how use of these services differs by organization size and sector. We conclude with factors to consider when evaluating options for outsourcing this function. (17 pp., 8 fig.) [Research Byte]
September, 2017
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