Network Operations Outsourcing Trends and Customer Experience 2017

September, 2017


Network operations is a mature but evolving outsourcing category with a wide assortment of top IT and telecom industry service providers competing with regional providers for market share. 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. (16 pp., 8 fig.)
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