Application Maintenance Outsourcing Trends and Customer Experience 2013

April, 2013


Application maintenance and related functions such as application performance management and application lifecycle management consume an ever-rising portion of the IT budget, and IT organizations need to examine outsourcing strategies. 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. (14 pp., 8 figs.)
[Research Byte]