NEW YORK, June 1 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:
In 2009, the Black Book high-tech and ISV ITO user survey investigates over 337 contracts held by 61 of the leading technology services firms and companies globally.
18 key performance indicators (KPIs) or criteria are employed, scored for each respective vendor by client type and ranked on a 1–10 scale per KPI.
Key finding: most important customer satisfaction KPIs
Customization, scalability, innovation and best of breed technology/quality improvement are the most important attributes influencing high-tech and ISV ITO clients' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the high-tech and ISV industry outsourcing marketplace among top-ranked suppliers
Strong satisfaction is common in this niche services sector, reported by 14.4% of all clients globally. UK and US clients are among the most satisfied with high-tech and ISV services delivery, with 20.4% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was reported by 7.9% of all surveyed clients with 2009 projects.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end high-tech and ISV vendor produce the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
High technology and ISV manufacturing industries 5
Survey overview 6
Key findings 6
High technology ISV ITO – top honors overall 2009 6
High technology ISV ITO – top vendor by function 2009 6
BLACK BOOK METHODOLOGY 8
How the data sets are collected 8
Understanding the statistical confidence of Black Book data 8
Who participates in the Black Book ranking process 9
High technology ISV ITO vendor rankings and results, 2009 9
TOP 20 HIGH TECHNOLOGY ISV ITO VENDORS 10
STOP LIGHT SCORING KEY 11
Operational excellence of high technology ISV ITO vendors 11
OVERALL KPI LEADERS 16
Top score per individual criteria 16
Outsourcing vendors with most top individual criteria scores 17
INDIVIDUAL KEY PERFORMANCE 18
Orbys consulting 37
Symphony Services, Steria, Verizon Business, Accenture, HCL Technologies, IBM Global, Oracle, Tata Consultancy Services, Infosys, CSC, Capgemini, Hewlett Packard EDS, HiSOFT, Cognizant, Stonesoft, Wipro, Mahindra Satyam, Logica, Softtek, Atos Origin
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