Application Maintenance Outsourcing Trends and Customer Experience 2012

January, 2012


Application maintenance is one of the most popular IT functions to turn over to third-party service providers. This study examines application maintenance outsourcing trends and customer experience. We report 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). For customer experience, we show how many IT organizations successfully lower costs or improve service by outsourcing application maintenance. Finally, we look at the popularity of offshore-outsourcing this function. (19 pp., 14 figs.)
[Research Byte]