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Computer Economics Expands Research Team
Computer Economics, Irvine, Calif., expanded its research team this month with the hiring of two Silicon Valley technology industry journalists as research directors. Reporting to research vice president John Longwell, Dave Wagner and Tom Dunlap will deepen the firm's research coverage and provide a greater presence in the Bay Area.
April, 2016
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Application Maintenance Outsourcing Goes Flat
Application software maintenance may not be sexy, but it is a critical task for every organization. As the complexity of applications grow, application maintenance and related functions such as application performance management and application life-cycle management pose a key challenge to IT departments grappling with resource limitations. Outsourcing is one solution. This Research Byte shows that about half of all IT organizations are outsourcing application maintenance work today.
March, 2016
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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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Enterprises Curtail Spending on Printers and Printing
The percentage of total IT spending that the enterprise spends on printers, supplies, and related services has reached it lowest point in at least five years. In this Research Byte we review the five year trend in printer/printing expense as a percentage of total IT spending.
March, 2016
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IT Printer/Printing Expense Benchmarks
The corporate printing market is in a state of reinvention. Printer and printing expenses as a percentage of the IT budget is trending downward and there has been a dramatic decline in the number of printers per user. With the changing environment, IT organizations that have not reassessed their printing strategies over the past five years should do so. This study establishes three benchmarks that enable organizations to assess their print strategies. The benchmarks include printers per user, printer/printing expenses as a percentage of the IT budget, and printer/printing expenses per user. We examine the five-year trend in these benchmarks as well as variances by organization size and sector. We conclude with recommendations for optimizing printer and printing costs. (16pp., 9 fig.) [Research Byte]
March, 2016
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The Rise and Fall of Network Support Staffing
After rising significantly at the start of the recovery period, network support staffing as a percentage of the IT staff has descended to its lowest point in five years. This Research Byte shows the five-year trend in staffing support for voice and data network infrastructure.
March, 2016
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Network Support Staffing Ratios 2016
This study will help IT managers determine whether their organization is keeping pace with improvements in network management by comparing their network support staffing against industry benchmarks. We provide four benchmarks: network support staff as a percentage of the IT staff, network support staff as a percentage of the Network and Communications Group, network devices per network support staff member, and users per network support staff member. We provide benchmarks by organization size and sector. (18 pp., 9 fig.) [Research Byte]
March, 2016
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ITIL Adoption and Best Practices 2016
This study examines adoption trends for the Information Technology Infrastructure Library framework for IT management. The study shows large IT organizations are continuing to embrace ITIL initiatives, but at a slower pace than in past years. Moreover, the number of organizations committed to full ITIL implementation remains relatively small. With the emergence of DevOps methodology, ITIL faces another challenge: some IT organizations are shifting their focus to DevOps in an effort to make their organizations more nimble. The two methodologies are not necessarily in competition, however. IT organizations that successfully marry ITIL with DevOps could energize their IT service management initiatives. (14 pp., 5 fig.) [Research Byte]
March, 2016
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Is ITIL Losing Momentum?
The ITIL framework for IT service management could be facing some headwinds as IT organizations shift focus from operational excellence to becoming more agile in deploying new technologies on a regular basis. Our research shows that IT organizations are continuing to embrace IT Infrastructure Library initiatives, but at a slower pace than previous years.This Research Byte shows the five-year trend in ITIL adoption.
March, 2016
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Technology Trends 2016
This major study provides insight into the customer experience and adoption rates for 12 technology initiatives that are top-of-mind for many companies. The study also delves into satisfaction of the customer experience and the specific types of solutions under consideration. With this information business leaders are in a better position to assess the potential risks and rewards of each of these technology initiatives. They also can gain insight into just how aggressively competitors and peers are making these investments. (95 pp., 86 figs.) [Full Description and Sample Pages] [Research Byte]
February, 2016
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Software-Defined Networking Tops Leading Technologies List for 2016
Software-defined networking ranks No. 1 among the top five best technology investments for 2016, based on our newly-released Technology Trends 2016 study. Other technologies that scored highly in custom experience include social business/collaboration solutions, mobile applications, infrastructure as a service, and tablet computers. This Research Byte summarizes these findings and provides an overview of the full report.
February, 2016
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Desktop Support Outsourcing Pulls Back from Peak
The outsourcing of desktop support by IT organizations rose at the beginning of the recovery period along with IT budgets and renewed hiring, but the number of organization engaging in the strategy has since fallen back to its precession level. In this Research Byte, we review the five-year trend in the percentage of companies outsourcing desktop support.
February, 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 Staffing on Slow March to Recovery
IT organizations are slowly returning their help desk operations to full strength, as this function continues to make gains as a percentage of the IT staff. This Research Byte analyzes the five year trend in help desk staffing.
January, 2016
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Help Desk Staffing Ratios 2016
This study provides metrics for benchmarking help desk staffing levels in the current environment. We look at the trend in help desk staffing over a five-year period and provide two benchmarks by organization size and sector: help desk staff as a percentage of the IT staff and users per help desk staff member. Because companies organize the end-user support function in different ways, we also provide benchmarks for a combined help desk and desktop support staff. We conclude with recommendations on optimizing help desk staffing levels. (19 pp., 9 fig.) [Reseach Byte]
January, 2016
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