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Help Desk Outsourcing Trends and Customer Experience 2013
The frequency of help desk outsourcing has leveled off after a sharp, post-recession rise. While recent trends may be prompting more organizations to consider this option, the customer experience remains decidedly mixed. 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 figs.) [Research Byte]
November, 2013
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IT Outsourcing Statistics: 2013/2014
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 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 outsourcing cost and service experience compared to in-house delivery, and the outsourcing frequency and level by organization size and sector. (118 pp., 100 figs.) [Full report description and sample pages]
August, 2013
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Application Development Outsourcing Trends and Customer Experience 2013
This study is designed to help IT executives compare their application development outsourcing activity and experience 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 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 figs.) [Research Byte]
February, 2013
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Web/E-Commerce Outsourcing Trends and Experience 2012
Web/e-commerce systems outsourcing continues to be a significant part of the outsourcing business. 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 and show how these trends differ by organization size and sector. (14 pp., 8 figs.) [Research Byte]
November, 2012
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IT Outsourcing Statistics: 2012/2013
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 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 outsourcing cost and service experience compared to in-house delivery, and the outsourcing frequency and level by organization size and sector. (111 pp., 100 figs.) [Full Report Description and Sample Pages]
September, 2012
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Database Administration (Remote DBA) Outsourcing Trends
Database administration outsourcing is an often-overlooked strategy for controlling costs related to the maintenance and support of databases. 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, and examine the role that offshore service providers play in the outsourcing of database administration. (21 pp., 14 figs.) [Research Byte]
May, 2012
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Application Development Outsourcing Trends and Customer Experience 2012
As IT organizations renew capital spending, IT managers again will be faced with deciding whether to build internal development capabilities or outsource application development. This report will help IT managers understand how many organizations outsource application development, how much of the workload is typically outsourced, and what the cost and service experience is for companies that outsource this function. The study also assesses outsourcing by organization sector and size and the frequency and level of offshore outsourcing (19 pp., 14 figs.) [Research Byte]
March, 2012
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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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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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DBA Outsourcing Not Widely Embraced but May Become Strategic
Although the DBA function is not often a target for outsourcing, it may become more popular in the future as databases grow and DBA skills are increasingly in short supply. This Research Byte, an extract from our full report, analyzes current trends in database administration outsourcing.
July, 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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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
outsourcing
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