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

Jun 01, 2010, 07:54 ET from Reportlinker

NEW YORK, June 1 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

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

http://www.reportlinker.com/p0199256/2009-Top-Managed-Security-Services-Information-Technology-Outsourcing-Vendors-Black-Book-2009-Surveys.html

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 5

SUMMARY 7

Survey overview 7

Key findings 7

MSS ITO – top honors overall 2009 7

MSS ITO – top vendor by function 2009 7

BLACK BOOK METHODOLOGY 9

How the data sets are collected 9

Understanding the statistical confidence of Black Book data 9

Who participates in the Black Book ranking process 10

MSS ITO vendor rankings and results 2009 10

TOP 20 MSS ITO VENDORS 11

STOP LIGHT SCORING KEY 12

Operational excellence of MSS ITO vendors 12

OVERALL KPI LEADERS 17

Top score per individual criteria 17

Outsourcing vendors with most #1 individual criteria scores 18

INDIVIDUAL KEY PERFORMANCE 19

APPENDIX 38

Orbys consulting 38

Disclaimer 38

Companies mentioned

BT Global, SecureWorks VeriSign, AT&T, Verizon Business, Unisys, Symantec, Northrop Grumman, CSC, IBM, HCL Tech, Logica, Dell-Perot, CGI Group, EDS - HP, Siemens, Mphasis, Tata Consultancy Group, Ciber, Mahindra Satyam, Wipro

To order this report:

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

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    Nicolas Bombourg
    Reportlinker
    Email: nbo@reportlinker.com
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    Intl: +1 805-652-2626

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