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IT Outsourcing Statistics 2017/2018
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, 2017
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Website/E-Commerce Outsourcing Trends and Customer Experience 2017
Website and e-commerce outsourcing is one of the most ubiquitous forms of outsourcing. To help IT executives better assess their options, this report analyzes the percentage of organizations outsourcing website and e-commerce 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 on how these trends differ by organization size and sector. (16 pp., 8 fig.) [Research Byte]
April, 2017
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Application Development Outsourcing Trends and Customer Experience 2017
The frequency of application development outsourcing has been somewhat static over the past few years and, relative to other types of IT outsourcing, the customer experience is poor. Nevertheless, application development remains popular. This report is designed to help IT executives compare their application development outsourcing strategy with other IT organizations. The report uses three metrics to measure outsourcing activity: how many organizations outsource application development (frequency), how much of the workload is typically outsourced (level), and the change in the amount of work being outsourced (trend). We also measure the cost and service experience of companies that outsource this function, and determine how outsourcing activity and experience vary by organization size and sector. (16 pp., 8 figs.) [Research Byte]
April, 2017
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Application Maintenance Outsourcing Trends and Customer Experience 2017
As the applications portfolio of an enterprise grows, the need to maintain those systems increases and can easily become an all-consuming burden on the IT organization. In response, many organizations see outsourcing as an attractive option. 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). (18 pp., 8 fig.) [Research Byte]
March, 2017
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IT Help Desk Outsourcing Trends and Customer Experience 2017
IT help desk outsourcing helped establish the contemporary IT outsourcing industry. Nevertheless, the number of organizations that outsource the IT help desk dropped this year and has been on a steady decline since the end of the recession. This study examines adoption trends and customer experience with help desk outsourcing. We report on 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 success rates for the customer’s cost and service experience. Finally, we show how these trends differ by organization size and sector. (17 pp., 8 fig.) [Research Byte]
March, 2017
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Disaster Recovery Outsourcing Trends and Customer Experience 2017
Because information technology plays a significant role in the functioning of nearly all business operations, it is essential for IT organizations to be able to restore services after a disaster. 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 data on the cost and service experiences of IT organizations that outsource disaster recovery, and we identify the business sectors most likely to outsource their disaster recovery operations. (18 pp., 9 fig.) [Research Byte]
February, 2017
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Database Administration Outsourcing Trends and Customer Experience 2016
Outsourcing the database administration (DBA) function usually is undertaken to reduce costs and improve the level of service, although it is not a widely adopted 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 the customer’s cost and service experience. Finally, we show how these trends differ by organization size and sector. (15 pp., 7 fig.) [Research Byte]
November, 2016
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Four Essential Steps Toward Outsourcing IT Functions
The maturation of IT outsourcing and the improving economy continue to provide opportunities for organizations of all sizes to leverage outside service providers. The amount of work being outsourced continues to grow, but up-front planning is needed to ensure that the outsourcing experience is positive. In this report, we outline the essential steps needed to establish requirements, select a service provider, and negotiate a deal. (12 pp., 2 fig.) [Research Byte]
November, 2016
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Data Center Outsourcing Trends and Customer Experience 2016
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 off-premises hosting service providers, or move some computing resources to the cloud. In this study, we examine data center outsourcing trends to 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. (17 pp., 8 fig.) [Research Byte]
October, 2016
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Desktop Support Outsourcing Trends and Customer Experience 2016
Customer satisfaction with desktop support outsourcing appears to be rising, while the use of these services has not. It could be time to reassess the outsourcing of this function in light of current trends. This study 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. (17 pp., 8 fig.) [Research Byte]
September, 2016
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IT Security Outsourcing Trends and Customer Experience 2016
IT security is a critical area for enterprise IT managers, who face a growing number of threats. In light of the new realities, this study is designed to help IT executives compare their outsourcing activity 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 being outsourced (trend). We also measure the cost and service experience of companies that outsource this function. (18 pp., 8 fig.) [Research Byte]
August, 2016
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Network Operations Outsourcing Trends and Customer Experience 2016
Network operations is a mature but evolving outsourcing category. 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. (15 pp., 8 fig.) [Research Byte]
August, 2016
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IT Outsourcing Statistics 2016/2017
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, 2016
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Network Operations Outsourcing Trends and Customer Experience 2014
Network operations is a mature, but evolving outsourcing category. 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. (15 pp., 14 fig.) [Research Byte]
May, 2016
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Application Development Outsourcing Trends and Customer Experience 2016
The frequency of application development outsourcing has been somewhat static over the past few years, and the customer experience poor. Nevertheless, application development remains one of the most common forms of IT outsourcing. This study is designed to help IT executives compare their application development outsourcing strategy with other IT organizations. The study uses three metrics to measure outsourcing activity: it determines how many organizations outsource application development (frequency), how much of the workload is typically outsourced (level), and the change in the amount of work being outsourced (trend). We also measure the cost and service experience of companies that outsource this function, and determine how outsourcing activity and experience vary by organization size and sector. (12 pp., 8 fig.) [Research Byte]
April, 2016
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