2009 Top Legacy Migration ITO Vendors, Black Book Survey 2009 Results
In 2009, the Black Book ITO legacy migration, systems transformation and IT modernization user survey investigated the customer experience of nearly 400 corporate and organizational decision-makers and influencers.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored for 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, client adaptability, reliability and interfaces/integrations are the most important attributes influencing legacy migration ITO clients' satisfaction with their providers.
Key finding: legacy migration outsourcing vendor dissatisfaction is rare among the top ITO providers
Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.9% of the top ITOs.
US clients are among the most satisfied with comprehensive vendors that offer migration services. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 6.0% of all surveyed clients with 2009 projects.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored for 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, client adaptability, reliability and interfaces/integrations are the most important attributes influencing legacy migration ITO clients' satisfaction with their providers.
Key finding: legacy migration outsourcing vendor dissatisfaction is rare among the top ITO providers
Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.9% of the top ITOs.
US clients are among the most satisfied with comprehensive vendors that offer migration services. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 6.0% of all surveyed clients with 2009 projects.
INTRODUCTION
Legacy migration outsourcing
SUMMARY
Survey overview
Key findings
Legacy migration ITO – top honors overall 2009
Legacy migration ITO – top vendor by function 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
Legacy migration ITO vendor rankings and results, 2009
PREDICTED LEGACY MIGRATION ITO GROWTH THROUGH 2010–12
TOP 20 LEGACY MIGRATION ITO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of legacy migration ITO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Outsourcing vendors with most top individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
Legacy migration outsourcing
SUMMARY
Survey overview
Key findings
Legacy migration ITO – top honors overall 2009
Legacy migration ITO – top vendor by function 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
Legacy migration ITO vendor rankings and results, 2009
PREDICTED LEGACY MIGRATION ITO GROWTH THROUGH 2010–12
TOP 20 LEGACY MIGRATION ITO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of legacy migration ITO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Outsourcing vendors with most top individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
