Network Operations Outsourcing Trends and Customer Experience 2012

October, 2012


This study examines adoption trends in the outsourcing of network operations. We report on the percentage of organizations outsourcing network operations (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend and volatility). We also present the cost- and service-success ratings, which provide insight into the potential risks and rewards IT organizations take in turning to outside service providers. We show how these trends differ by organization size and sector, and provide recommendations for engaging with network outsourcing service providers. (12 pp., 8 figs.)
[Research Byte]