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Network Operations Outsourcing Trends and Customer Experience 2022
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. In addition, large equipment vendors are transforming their businesses beyond being manufacturing producers to delivering value-added network services. In doing so, they provide the network backbone to enterprise organizations as well as a growing variety of network services, including network design and planning, and even network support operations.
July, 2022
Pandemic Gives Web Operations Outsourcing a Shot in the Arm
Web operations outsourcing is one of the most popular types of managed services. As the pandemic showed more than ever, organizations of all kinds continue to expand their efforts in online marketing, website management, and e-commerce. In doing so, many are turning to managed service providers that provide needed expertise. This Research Byte summarizes our full report on Web Operations Outsourcing Trends and Customer Experience.
August, 2021
Web Operations Outsourcing Trends and Customer Experience 2021
Web operations outsourcing is one of the most popular types of managed services. As the pandemic showed more than ever, organizations of all kinds continue to expand their efforts in online marketing, website management, and e-commerce. To help IT executives better assess their options, this report analyzes the percentage of organizations outsourcing web 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 how these trends differ by organization size and sector. We conclude with recommendations on how to engage with a web, e-commerce, or electronic data interchange (EDI) service provider.
August, 2021
Third-Party Security Providers Evolve to Handle Diverse Threats
Security has become a major focus for IT leaders in 2021, and companies are now increasing their spending to secure the enterprise, including greater use of third-party security providers. This is because the threat landscape is evolving, as seen most recently in the Colonial Pipeline ransomware attack. This Research Byte summarizes our full report on IT security outsourcing trends.
May, 2021
IT Security Outsourcing Trends and Customer Experience 2021
IT security has become a major focus for IT leaders in 2021. This is because the threat landscape is evolving with increased reliance on the cloud, a greater diversity in the IT service portfolio, more employees working from home, and a more burdensome regulatory environment. This report helps 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. We conclude with recommendations.
May, 2021
Computer Economics: Worldwide IT Spending and Staffing Outlook for 2021
Despite the chaos of 2020, the outlook for 2021 is surprisingly positive. IT organizations are expecting budget growth and to consolidate the changes made in the past turbulent year. This year, our report assesses IT operational and capital spending plans, executive priorities for IT investment, and plans for hiring and outsourcing for IT organizations worldwide.
March, 2021
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
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
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
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
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
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
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
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
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