from
Datamonitor Premium Research Reports39 page (8169 word) report
published Aug 01, 2009
Price
$2,500.00 available for immediate download
Report Overview
Table of Contents
Search Inside
About
Datamonitor Premium Research R...
| Abstract: | In 2009, the Black Book Information Technology Outsourcing Tech Support Client/User survey investigated over 500 contracts held by 1,500 of the top tech outsourcing spending corporations and organizations globally.
18 Key Performance Indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.
Key Findings
Key Finding: Most Important Customer Satisfaction KPIs
Customization, Cultural Fit, Reliability and Customer Relationships are the most important attributes influencing ITO Technology Support Services clients' satisfaction of their respective and collective outsourcing providers.
Key Finding: Technology Support Services Vendor Dissatisfaction is rare among those with Comprehensive Programs
Strong dissatisfaction is uncommon in this niche ITO service segment, where the vendor offers extensive services for Hardware & Devices, Applications & Tools and Services, occurring in only 7.9% of clients globally. Vendors focused on small niches of tech support attribute higher dissatisfaction rates, particularly from offshore locations.
US clients are among the most satisfied with technology support services delivery, exceeding 93%. Strong dissatisfaction with offshore outsourcing vendors exceeded 18.3% of all surveyed clients with 2009 tech support projects.
Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End Tech Support Vendor produces the Highest Satisfaction Rates equally from Onshore, Nearshore and Offshore Locations
|
| Brief Excerpt: | ...Figure 1: Comprehensive ITO Support Services Vendors are defined as being comprised of three surveyed functions: 13 Figure 2: Key to Raw Scores 14 Figure 3: Color-coded Stop Light Dashboard Scoring Key 15 Figure 4: Raw Score Compilation and Scale of Reference 16 Figure 5: Scoring key 17...
|
| Report Type: | Black Book Surveys
|
| Industry(ies): | Technology
|
| Free Sample: |
Click Here to Download
|
| Format: | | PDF |  |
|
|
| Table of Contents: | Introduction 6 Summary 8
Methodology 10
Top 20 ITO Support Vendors 12
Stop Light Scoring Key 13
Overview of KPI Leaders 18
Individual Key Performance Indicator Detail 20
|
Datamonitor is a premium business information company specializing in industry analysis. Datamonitor's industry research addresses complex strategic issues by providing unbiased expert analysis and in-depth forecasts across the Automotive, Consumer, Energy, Financial Services, Healthcare & Technology sectors.
