Application Maintenance Outsourcing Trends and Customer Experience 2014

February, 2014


Application maintenance and related functions such as application performance management and application lifecycle management consume a rising portion of the IT budget, and IT organizations need to examine their 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. (12 pp., 8 fig.)
[Research Byte]