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IT Security Outsourcing Trends and Customer Experience 2011
As security threats grow and change, outsourcing to IT security service providers can be an attractive option for augmenting in-house security capabilities. In this study, we present data about the four-year trend in IT security outsourcing. We examine the amount of IT security work being outsourced, the impact on costs and service levels, and the amount of IT security outsourcing broken down by organization size. We also examine the three-year trend in offshoring IT security work. Finally, we examine the sectors most likely to engage in IT security outsourcing. We conclude with recommendations on outsourcing security. (19 pp., 4 figs.) [Research Byte]
November, 2011
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IT Help Desk Outsourcing Trend and Customer Experience
Companies can dramatically reduce costs through outsourcing the help desk function, but caution is advised. Service levels can decline as well. In this study, we measure help desk outsourcing activity in four ways: outsourcing frequency, outsourcing amount, outsourcing cost experience, and outsourcing service experience. The study also examines the rate at which organizations use offshore service providers and the amount of work typically offshored. Finally, the report examines the five-year trend in help desk outsourcing frequency and amount to determine whether the outsourcing of this function is growing or shrinking. (20 pp., 14 figs.) [Research Byte]
October, 2011
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IT Outsourcing Statistics 2011/2012
This major study reports current levels of outsourcing by U.S. and Canadian organizations 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. Among the dozens of metrics, we report the percentage of organizations that outsource the function (frequency), the average percentage of work outsourced (level), the change in level of outsourcing over the past year (trend), the percentage finding cost and quality of service greater or less than doing the same work in-house, and the percentage of outsourced work performed offshore. (109 pp., 91 figs.) [Full Report Description and Sample Pages]
October, 2011
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Data Center Outsourcing Trends and Experience
As economic growth resumes and data center technology continues to advance, IT executives face a critical decision as to whether to upgrade data center infrastructure or outsource this function, or both. 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 have when it comes to reducing cost or improving service. Finally, we report on the extent to which IT organizations are relying on offshore service providers to meet their strategic objectives. (21 pp., 14 figs.) [Research Byte]
July, 2011
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Disaster Recovery Outsourcing Trends and Experience 2011
Disaster recovery is a high priority for all organizations, and outsourcing some or all of an organization’s DR processes is a popular strategy for ensuring business continuity. To help IT executives assess their options, this study reports the percentage of organizations outsourcing disaster recovery (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 experiences, show how these trends differ by organization size and sector, and examine the role that offshore outsourcing plays in this market. (20 pp., 14 figs.) [Research Byte]
February, 2011
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Web/E-Commerce Outsourcing Trends and Experience 2010
Web/e-commerce outsourcing activity is up sharply. To help IT executives 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 in the amount of work being outsourced (trend). We also present data on cost and service experience. The cost experience is the percentage of organizations that find outsourcing costs more, the same, or less than performing the function in-house. The service experience is the percentage that finds outsourcing delivers service that is worse, about the same, or better. We also show how these trends differ by organization size and sector and examine the role that offshore outsourcing plays in this market.(19 pp., 14 figs.) [Research Byte]
December, 2010
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IT Outsourcing Statistics 2010/2011
This major study reports current levels of outsourcing by U.S. and Canadian organizations for 11 IT functions: application development, application maintenance, data center operations, database administration, desktop support, disaster recovery services, help desk services, IT security, network operations, SaaS/Hosted applications, and web/e-commerce systems. Among the dozens of outsourcing metrics, we report the percentage of organizations that outsource the function (frequency), the average percentage of work outsourced (level), the change in level of outsourcing over the past year (trend), the percentage finding cost and quality of service greater or less than doing the same work in-house, and the percentage of outsourced work performed offshore. (111 pp., 92 figs.)[Full Report Description and Sample Pages]
October, 2010
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Data Network Operations Outsourcing Trends
Outsourcing of data network operations is a strategy for controlling costs related to the configuration and support of corporate data networks. This study examines the percentage of organizations outsourcing data network operations (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present the cost experience, which provides insight into the risk IT organizations take in turning to outside service providers. This statistic measures the percentage of organizations that find outsourcing of data network operations costs more, the same as, or less than expected. We also show how these trends differ by organization size and sector and examine the role played by offshore service providers in the data network operations outsourcing market. (17 pp., 12 Figs.) [Research Byte]
August, 2010
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Database Administration (DBA) Outsourcing Trends
Database administration (DBA) outsourcing is an often-overlooked strategy for controlling costs related to the maintenance and support of databases. This study examines 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 the cost experience, which provides insight into the risk IT organizations take in turning to outside service providers. This statistic measures the percentage of organizations that find database administration outsourcing costs more, the same, or less than expected. We also show how these trends differ by organization size and sector and examine the role played by offshore service providers.(19 pp., 13 figs.) [Research Byte]
July, 2010
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Four Essential Steps Toward Outsourcing IT Functions 2010
The maturation of outsourcing, globalization, an abundance of offshore providers, and the improving economy are creating more opportunities for organizations of all sizes, but especially for small and midsize businesses, to leverage outside service providers. This report outlines the essential steps required to establish the requirements, select a service provider, and negotiate a deal. (11 pp., 2 figs.) [Research Byte]
May, 2010
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Desktop Support Outsourcing Trends and Cost Experience
Outsourcing of desktop support is a popular strategy for controlling costs related to PC hardware, software, and maintenance. This study examines the percentage of organizations outsourcing desktop support (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present the cost experience, which provides insight into the risk IT organizations take in turning to outside service providers. This statistic measures the percentage of organizations that find outsourcing desktop support costs more, the same, or less than expected. We also show how these trends differ by organization size and sector and examine the surprisingly substantial role played by offshore outsourcing. (19 pp., 13 figs.) [Research Byte]
April, 2010
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Application Maintenance Outsourcing Trends
Outsourcing of application maintenance is a popular strategy for controlling costs and freeing resources to reinvest in new systems. This study examines 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 present the cost experience, which provides insight into the risk IT organizations take in turning to outside service providers. This statistic measures the percentage of organizations that find outsourcing costs more, the same, or less than expected. We also show how these trends differ by organization size and sector and examine the substantial role that offshore outsourcing plays in this market. (11 figs., 17 pp.) [Research Byte]
February, 2010
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Application Development Outsourcing Status and Trends
Application development outsourcing declined sharply over the past year, although the economy, rather than disappointment with service providers, was the primary culprit. As organizations renew capital spending, IT managers will again be faced with the decisions on whether to hire or outsource. This report will help IT managers understand how many organizations outsource application development, how much of the workload is typically outsourced, the percentage of organizations suffering cost overruns, the percentage turning to offshore service providers for application development, and the trend in offshore outsourcing. (16 pp., 11 figs.) [Research Byte]
January, 2010
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Help Desk Outsourcing Activity, Trends, and Cost Experience
Help desk outsourcing is poised for growth, despite the bad reputation that offshoring of call centers has received in recent years. This study examines current help desk outsourcing activity. We report on the three-year trend in the percentage of organizations outsourcing the help desk (frequency) and average percentage of work outsourced (level). Next we examine outsourcing activity by organization size, reporting on frequency, level, change in amount of work outsourced (current trend), and actual cost vs. expectations (cost experience). Concerning offshore outsourcing, we report on the frequency and trend in the use of offshore service providers. Finally, we consider how outsourcing frequency varies by sector. (17 pp., 12 figs.)[Research Byte]
October, 2009
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IT Outsourcing Statistics 2009/2010
This major study reports current levels of outsourcing for 11 IT functions: data center operations, help desk, desktop support, application development, application maintenance, database administration, website/e-commerce systems, data network operations, voice network operations, disaster recovery services, and IT security. For each function, we report the percentage of organizations that outsource the function (frequency), the average percentage of work outsourced (level), the change in level of outsourcing over the past year (trend), and the ability of organizations to accurately predict the cost of outsourcing (cost experience). Offshore outsourcing trends are also reported. (66 pp., 53 figs.)[Full Report Description]
September, 2009
Outsourcing
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