Latest Reports

• Desktop Support Outsourcing Trends and Customer Experience 2024

  The question of whether to turn over the desktop support function to a service provider is a critical and surprisingly complicated one. Our research shows a strong cost advantage to outsourcing the desktop support function, but other factors, including increased automation and self-service assistance, can change the equation, potentially making it less cost-effective.

  June, 2024

• Network Operations Outsourcing Trends and Customer Experience 2024

  Network operations outsourcing is an established market. Today, major IT and telecom industry service providers and even disruptive newcomers are competing with regional providers for market share. In the past, large equipment vendors only provided the hardware that serves as the network's backbone. However, these giants are beginning to recognize the potential of value-added network services. Businesses can now obtain dependable infrastructure, along with expert network design, planning, and even network support operations from a single source.

  February, 2024

• Application Development Outsourcing Trends and Customer Experience 2024

  The demand for applications is constantly increasing due to digital transformation, changing business needs, and the surge in generative AI.

  February, 2024

• Web Operations Outsourcing Trends and Customer Experience 2024

  Web operations outsourcing is one of the most popular types of managed services. Organizations of all kinds continue to expand their efforts in online marketing, website management, and e-commerce. This shift toward web-enabled business processes and e-commerce has prompted many companies to reassess their online strategies. In doing so, many have turned to managed service providers that can provide the needed expertise and a flexible, scalable infrastructure to deliver highly available and reliable web and e-commerce systems.

  February, 2024

• Application Management Outsourcing Trends and Customer Experience 2023

  As the application portfolio of an enterprise grows, the ongoing support for those systems can become a burden on the IT organization, leaving little time for developing and implementing new applications. In response, some organizations see outsourcing application management as an attractive option.

  December, 2023

• IT Security Outsourcing Trends and Customer Experience 2023

  IT security is a major focus for IT leaders that continues to grow in importance. The threat landscape is evolving with increased reliance on the cloud, greater diversity in the IT service portfolio, more employees working from home, and a more burdensome regulatory environment.

  November, 2023

• IT Help Desk Outsourcing Trends and Customer Experience 2023

  The decision to turn over an IT organization’s help desk function to a service provider has a long and varied history. It is one of the services that helped establish the contemporary IT outsourcing industry. Our research shows that 50% of IT organizations surveyed currently rely on service providers to perform the help desk function, at any level of utilization.

  November, 2023

• System Implementation/Integration Outsourcing Trends and Customer Experience 2023

  System implementation/integration outsourcing is the use of an external service provider to assist in implementing new systems, which often includes integration with other new or existing systems. A systems integration (SI) firm can help or be responsible for some or all of the following: identifying system requirements, understanding and redesigning business processes, selecting a new system, and deploying the system.

  November, 2023

• Data Center Operations Outsourcing Trends and Customer Experience 2023

  As data centers become larger, more automated, virtualized, and complex, service providers can leverage expertise and economies of scale to provide attractive alternatives to on-premises data centers. On the other hand, turning over data center operations to a service provider or moving applications to a hosting site can entail risk. Making the choice to outsource data center operations can reduce the infrastructure budget, but when managed incorrectly the outcome can be adverse.

  July, 2023

• Disaster Recovery Outsourcing Trends and Customer Experience 2023

  Experiences over the past three years have revealed that many organizations were not adequately prepared for a worldwide pandemic from a business continuity perspective. But most enterprises responded by establishing remote working environments on short notice and built out the network infrastructure and security measures to support them. Now, emerging from pandemic lockdowns, most businesses are retaining these remote work capabilities, even if they are to support a hybrid work model. Businesses are now more resilient, not just in facing another pandemic but in supporting remote work in the event of other natural or man-made disasters.

  June, 2023

• IT Outsourcing Statistics 2023

  IT leaders are expecting to increase their outsourcing budgets this year, and they expect to reap outsourcing benefits of streamlined processes and reduced operational costs. The study profiles outsourcing activity for 11 IT functions. For each IT function, we measure the frequency and level of outsourcing. We also look at the current plans of IT organizations to increase or decrease the amount of work they outsource. Finally, we examine the customer experience to assess whether organizations are successfully lowering costs or improving service through outsourcing.

  April, 2023

• Desktop Support Outsourcing Trends and Customer Experience 2022

  The question of whether to turn over the desktop support function to a service provider is a critical and surprisingly complicated one. Our research shows there is a strong cost advantage to outsourcing the desktop support function, but other factors, including giving up control, can lead to problems. Nevertheless, 51% of IT organizations are outsourcing at least some of their desktop support function, making this one of the most popular functions to outsource, according to our annual IT Outsourcing Statistics study.

  October, 2022