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2009 Top Managed Security Services Information Technology Outsourcing Vendors, Black Book 2009 Surveys

December 2009 | 38 pages | ID: 2EB173C7D95EN
The Black Book of Outsourcing

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In 2009, the Black Book managed security services ITO user survey investigated over 160 contracts held by 1,100 current outsourcing customers.

In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 1–10 scale per KPI.

Key findings

Key finding: most important customer satisfaction KPIs

Trust, customization, reliability and best of breed technology are the most important attributes influencing MSS client satisfaction with their 2009 outsourcing providers.

Key finding: vendor dissatisfaction is uncommon in the MSS industry among top ranked suppliers

Strong satisfaction is common in this niche ITO sector, occurring in 82.7% of all clients globally.

UK and US clients are among the most satisfied with MSS ITO services delivery with 89.9% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was 15.6% of all surveyed clients with 2009 projects, significantly higher than European and US vendors with less than 5.8% strongly dissatisfied.

Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end MSS ITO vendor produce the highest satisfaction rates

Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
INTRODUCTION

SUMMARY

Survey overview
Key findings
MSS ITO – top honors overall 2009
MSS 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
MSS ITO vendor rankings and results 2009

TOP 20 MSS ITO VENDORS

STOP LIGHT SCORING KEY

Operational excellence of MSS ITO vendors

OVERALL KPI LEADERS

Top score per individual criteria
Outsourcing vendors with most #1 individual criteria scores

INDIVIDUAL KEY PERFORMANCE

APPENDIX

Orbys consulting
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