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Application Maintenance Outsourcing Trends and Customer Experience 2016
Application maintenance and related functions such as application performance management and application life-cycle management consume a significant portion of the IT budget, and IT organizations need to examine their outsourcing strategies in this area. In this study, we report on 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 or improve service by outsourcing application maintenance. (8 Fig., 14 pp.) [Research Byte]
March, 2016
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Desktop Support Outsourcing Trends and Customer Experience, February 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. (14 pp., 8 fig.) [Research Byte]
February, 2016
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Help Desk Outsourcing Trends and Customer Experience
The number of organizations that outsource help desk work rose in 2015, halting a two-year decline during which IT organizations brought help desk operations back in-house. Help desk outsourcing is a strategy IT organizations turn to when budgets get tight. 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. (13 pp., 8 fig.) [Research Byte]
January, 2016
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Database Administration Outsourcing Trends and Customer Experience 2015
Outsourcing the database administration function usually is undertaken to reduce costs, achieve better cost predictability, and improve the level of IT functionality. 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 the customer’s cost and service experience. Finally, we show how these trends differ by organization size and sector. (13 pp., 8 fig.) [Research Byte]
November, 2015
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Data Center Outsourcing Trends and Customer Experience 2015
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 as to 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 data center outsourcing as a strategy. We also examine the success rates organizations are having reducing cost and improving service through outsourcing this critical function. Finally, we show how these trends differ by organization size and sector. (18 pp., 8 fig.) [Research Byte]
October, 2015
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Web/E-Commerce Outsourcing Trends and Customer Experience 2015
The outsourcing of web and e-commerce systems and operations is rising again. Online sales are growing, business is shifting to mobile platforms, and organizations are reluctant to invest in aging data center infrastructure. As such, they are turning to outsourcing partners that can provide the latest expertise and a flexible, scaled approach to Internet infrastructure and systems. To help IT executives better assess their options, this study reports the percentage of organizations outsourcing web/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. (8 fig., 14 pp.) [Research Byte]
September, 2015
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IT Outsourcing Statistics 2015/2016
This major study profiles outsourcing activity for 11 IT functions: application development, application hosting, 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. Finally, we examine the customer experience to assess whether organizations are successfully lowering costs or improving service through outsourcing. (111 pp., 97 fig.) Full Report Description [Research Byte]
August, 2015
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Disaster Recovery Outsourcing Trends and Customer Experience 2015
Disaster recovery outsourcing is a strategic consideration for all organizations. This study reports 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. (17 pp., 8 fig.) [Research Byte]
February, 2015
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Help Desk Outsourcing Trends and Customer Experience 2015
The frequency of help desk outsourcing has declined in this period of recovery, particularly among smaller organizations. One reason may be the decidedly mixed customer experience. 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. (13 pp., 8 figs.) [Research Byte]
February, 2015
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Database Administration Outsourcing Trends and Customer Experience 2014
Outsourcing the database administration function usually is undertaken to reduce costs, achieve better cost predictability, and improve the level of IT functionality. 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 the customer’s cost and service experience. Finally, we show how these trends differ by organization size and sector. (16 pp., 8 figs.) [Research Byte]
September, 2014
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IT Outsourcing Statistics 2014/2015
This major study profiles outsourcing activity for 11 IT functions: application development, application hosting, 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. Finally, we examine the customer experience to assess whether organizations are successfully lowering costs or improving service through outsourcing. (115 pp., 100 figs.) [Full report description and sample pages] [Research Byte]
September, 2014
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Web/E-Commerce Outsourcing Trends and Customer Experience 2014
The outsourcing of web and e-commerce systems and operations is rising again, after a period of flat growth. On-line sales are growing, business is shifting to mobile platforms, and organizations are reluctant to invest in aging data center infrastructure. As such, they are turning to outsourcing partners that can provide the latest expertise and a flexible, scaled approach to Internet infrastructure and systems. To help IT executives better assess their options, this study reports the percentage of organizations outsourcing web/e-commerce operations (frequency), the average amount of work outsourced (level), and the change to 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. (12 pp., 8 fig.) [Research Byte]
August, 2014
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IT Security Outsourcing Trends and Customer Experience 2014
The use of IT security outsourcing services has been rising steadily, if modestly. In this study, we present data on the five-year trend in IT security outsourcing. We determine 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 experience 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 fig.) [Research Byte]
April, 2014
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Application Maintenance Outsourcing Trends and Customer Experience 2014
Application maintenance and related functions such as application performance management and application lifecycle management consume a rising portion of the IT budget, and IT organizations need to examine their outsourcing strategies. In this study, we report on 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 or improve service by outsourcing application maintenance. (12 pp., 8 fig.) [Research Byte]
February, 2014
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Application Development Outsourcing Trends and Customer Experience 2014
The frequency of application development outsourcing has leveled off after a post-recession rise, and the customer experience remains poor. In light of current trends, 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. (16 pp., 8 fig.) [Research Byte]
February, 2014
Outsourcing
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