The outsourcing of system implementation/integration is on the rise. Our report examines adoption trends and customer experience with system implementation/integration outsourcing. We report on the percentage of organizations outsourcing it (frequency) and the average amount of work outsourced (level). We also present data on the cost and service experience and how these trends differ by organization size and sector. We conclude with guidelines to consider when outsourcing this function. (16 pp., 7 fig.)
System Implementation/ Integration Outsourcing Trends and Customer Experience 2022
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