Application Maintenance Outsourcing Trends and Customer Experience 2018

February, 2018


As the application portfolio of an enterprise grows, the need to maintain those systems increases and can become a burden on the IT organization. In response, many organizations see outsourcing as an attractive option, although the number of organizations using these services has declined. In this report, we analyze 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 by outsourcing this function. (18 pp, 8 fig.)
[Research Byte]