Report Description:
In 2009, the Black Book IT Infrastructure Management Outsourcing client/user survey investigates over 400 contracts held by 1120 of the top ITO spending corporations and organizations globally.
KEY CLIENT EXPERIENCE FINDINGS
►► KEY FINDING: THE MOST IMPORTANT CUSTOMER SATISFACTION KPIs TO OUTSOURCED INFRASTRUCTURE IN 2009
Innovation, Trust, Reliability and Deployment are the most important attributes influencing Client Companies’ satisfaction with their cloud infrastructure outsourcing & IAAS providers.
►► KEY FINDING: ITO INFRASTRUCUTRE VENDOR SATISFACTION IS HIGHEST AMONG SMALL & MIDMARKET VENDORS CURRENTLY
Clients with annual revenues from $500M to $1B are significantly more satisfied with their Infrastructure Outsourcer than are Large Market Cap clients.
►► KEY FINDING: US VENDORS ARE SIGNIFICANTLY PREFERRED BY US CLIENTS
Latin American alternatives are challenging Indian infrastructure vendors as they evolve.
PREFERRED LOCATION FOR CLOUD INFRASTRUCTURE MANAGEMENT OUTSOURCING VENDOR BY WESTERN EUROPEAN CLIENTS (SELECT TWO)
- UK 96.1%
- France 80.8%
- Germany 5.5%
- Norway/Sweden/Denmark 4.7%
- Russia/Eastern Europe 3.2%
HIGHEST ANTICIPATED GROWTH INDUSTRIES FOR INFRASTRUCTURE AS A SERVICE
INDUSTRY CY2009 BUDGETED/ ANTICIPATED BUDGETING INFRASTRUCTURE OUTSOURCING INITIATIVES ADD ONS NEW
- COMMUNICATIONS 70.8% 30.7%
- NONPROFITS 64.2% 20.4%
- EDUCATION 61.5% 25.7%
- MANUFACTURING 55.2% 14.9%
- ENERGY 50.7% 20.8%
- TECHNOLOGY 43.2% 31.4%
- INSURANCE/FINANCE 28.5% 18.2%
PREFERRED LOCATION FOR CLOUD INFRASTRUCTURE MANAGEMENT OUTSOURCING VENDOR BY US CLIENTS (SELECT TWO)
- United States 94.0%
- Mexico 32.1%
- India 26.6%
- Brazil 24.1%
- Chile 10.0%
WOULD CONSIDER OFFSHORE CLOUD FIRMS IN FUTURE AS INDUSTRY MATURES
- India 90.8%
- Latin America 91.3%
- Eastern/Central Europe 80.5%
- China 11.4%