For B2B Market Research Professionals

The State Of Enterprise IT Services: 2009

Business Data Services North America And Europe

by Pascal Matzke, John C. McCarthy, November 6, 2009

As the global economic downturn continues to put pressure on IT budgets, companies are taking a variety of measures to get more value for the money spent on IT services. But unlike the last recession in 2001 to 2002, when outsourcing and offshoring benefitted . . .

For Sourcing & Vendor Management Professionals

Assessing Your Onshore/Offshore Staffing Ratios

Shifting More Staff Offshore Drives More Savings Than 5% To 10% Rate Reductions

by John C. McCarthy, October 13, 2009

With the economic collapse and the sudden downturn in IT budgets, we have seen a large spike in the number of inquiries from clients asking about the best mix of onshore versus offshore staff at their global delivery model suppliers. Based on more than . . .

For Infrastructure & Operations Professionals

Case Study: CryoPort Turns To Cloud Computing To Develop Tomorrow's New Vaccines

by James Staten, September 9, 2009

New-vaccine and pharmaceutical delivery is a very time-sensitive application to say the least, especially when uncertainty can skew test results. CryoPort and KLATU Networks teamed up to build a biological package tracking system that leveraged Amazon . . .

For Infrastructure & Operations Professionals

Best Practices: Infrastructure-As-A-Service (IaaS)

by James Staten, September 9, 2009

It seems as if every CIO comes back from a conference cocktail party demanding IT "move to the cloud." While this can mean many things, including using software-as-a-service, managed hosting, or application service providers, the demand often centers . . .

For Sourcing & Vendor Management Professionals

Clients Speak Out On Infrastructure Outsourcing Satisfaction

Overall Satisfaction Is Good, But Providers Should Focus On Account Management

by Paul Roehrig, Ph.D., August 25, 2009

Forrester's data shows that an increasing number of IT services clients are turning to infrastructure outsourcing to free up management focus, save money, and focus on technology enablement of the core business. But smart services decision-makers want . . .

For B2B Market Research Professionals

IT Services: Banking And Insurance Services Budget Data  (542 KB PPT)

by Ellen Carney, August 6, 2009

A data chart on IT services banking and insurance budget data.

For B2B Market Research Professionals

IT Services: Banking And Insurance Service Provider Selection And Satisfaction Data  (546 KB PPT)

by Ellen Carney, August 6, 2009

Data chart on IT services banking and insurance service provider selection and satisfaction data.

For Sourcing & Vendor Management Professionals

How Europeans Tune Global IT Service Delivery Models

Deal-Makers Hedge Offshore Risk With Blended Models

by Euan Davis, August 5, 2009

The IT services industry in Europe continues to mature, with global delivery strategies superseding traditional offshore approaches. First, movers with standard IT process models configured for sourcing maturity fully exploited global delivery; now, a . . .

For Sourcing & Vendor Management Professionals

Multisourcing By Alliance: Getronics Uses Partners To Deliver Services Globally To Clients

by Andrew Parker, May 7, 2009

On March 25, 2009, Getronics and six partner firms formally announced the Getronics Workspace Alliance. The group will collaborate to deliver managed desktop services and a range of associated capabilities for enterprise clients. Forrester got the lowdown . . .

For Sourcing & Vendor Management Professionals

IT Infrastructure Market And Services Data  (222 KB PPT)

by Paul Roehrig, Ph.D., April 13, 2009

IT Infrastructure Market And Services Data.

For Sourcing & Vendor Management Professionals

The Forrester Wave™: Global IT Infrastructure Outsourcing, Q1 2009

IBM, Wipro, And HP Lead, But Overall Maturity And Quality Are High

by Paul Roehrig, Ph.D., April 6, 2009

Forrester evaluated leading global IT infrastructure outsourcing service providers across 31 criteria — including an additional 25-item reference client survey — and found that IBM and the combined HP/EDS firm both stand out from the . . .

For Vendor Strategy Professionals

EMEA IT Outsourcing Deals: 2008 Review

by Pascal Matzke, March 30, 2009

While 2008 proved to be a tumultuous year in the world economy, IT outsourcers were well positioned to take advantage as companies looked to cut costs and potentially headcount. Despite the fact that Forrester recorded, remarkably, the same number of . . .

For Infrastructure & Operations Professionals

Hollow Out The MOOSE: Reducing Cost With Strategic Rightsourcing

Operationalizing BTaaS And Determining What Infrastructure Services Not To Do Yourself

by James Staten, March 19, 2009

Leading IT shops are leveraging today's recessionary climate to transform their organizations and the portfolio of services they manage and maintain. A new business-technology-as-a-service model, put forth by Forrester in July 2008, established a strategic . . .

For Sourcing & Vendor Management Professionals

Smaller Regional Infrastructure Providers Can Be The Right Size For The Right US Clients

Market Overview Of Smaller US Infrastructure Service Providers

by Paul Roehrig, Ph.D., January 9, 2009

Although massive global IT outsourcers like Accenture, CSC, HP, and IBM still take on the majority of outsourced infrastructure management work, there are cases where bigger may not be better for services clients. Thousands of US-based infrastructure . . .

For B2B Market Research Professionals

2008 Canadian IT Services: Consulting And Service Line Spending Outlook  (228 KB PPT)

by Ellen Daley, October 1, 2008

Canadian firms reporting on their use of infrastructure outsourcing services, application management services, and their plans to hire a third-party consultant for various projects.

For B2B Market Research Professionals

2008 IT Services: Consulting And Service Line Spending For North America Versus Europe  (290 KB PPT)

by Ellen Daley, October 1, 2008

European and North American firms reporting on their use of infrastructure outsourcing services, use of application management services and their plans to hire third-party consultant for various projects.

For Technology Product Management & Marketing Professionals

Forecast: The SMB IT Infrastructure Managed Services Market, 2008 To 2013

Providers Must Choose Their Target Market Segment Carefully

by Michael Speyer, July 24, 2008

Small and medium-size businesses (SMBs) are comfortable paying a provider to fix their hardware or networks if they break, but the idea of contracting for IT infrastructure support before there's trouble is a foreign concept. The SMB IT infrastructure . . .

For Infrastructure & Operations Professionals

Client Virtualization Enables Green Customer Care Centers: A Cox Communications Case Study

Hosted Application Virtualization Allows Workers To Bring The Call Center Home

by Natalie Lambert, Christine E. Atwood, July 11, 2008

As part of an initiative to differentiate its customer care centers to attract top talent, Cox Communications turned to hosted application virtualization to enable its care agents to work from home. Over the past three years, Cox has embraced home workers . . .

For Sourcing & Vendor Management Professionals

IT Outsourcing Providers: Annual Financials 2007  (238 KB PPT)

by Paul Roehrig, Ph.D., May 22, 2008

The following data charts are a review of the 2007 annual financials of the main IT outsourcing providers.

For Sourcing & Vendor Management Professionals

European Telecom Operator Managed Services Deals Survey: H2 2007

by Phil Sayer, May 20, 2008

Forrester's fourth survey of managed services contracts signed by telecom service providers takes the lid off 177 European service deals sealed in the second half of 2007. The number of deals was up significantly from the 120 that we tracked in H1 2007, . . .

For Sourcing & Vendor Management Professionals

EMEA IT Outsourcing Deals: 2007 Review

by Andrew Parker, Caroline Hoekendijk, April 22, 2008

With 341 deals closed and tracked spending of almost €21 billion, 2007 showed a very different picture to 2006. Deal activity forged ahead — 2006 was good for 304 deals — but the overall spend in 2007 lagged by around €9 billion compared with 2006. Infrastructure . . .

For Sourcing & Vendor Management Professionals

EMEA IT Outsourcing Deals, Q4 2007

by Andrew Parker, Caroline Hoekendijk, April 4, 2008

The 113 IT outsourcing deals with a deal value of €10 million or more that Forrester tracked in Q4 2007 represents a major upward shift over the number of deals observed in Q4 2006. Firms evidenced the most appetite for infrastructure services, and seemed . . .

For Sourcing & Vendor Management Professionals

EMEA IT Outsourcing Deals, Q3 2007

by Andrew Parker, Caroline Hoekendijk, February 1, 2008

With 73 deals closed for a total deal value of €4.3 billion, Q3 2007 wasn't as successful for IT outsourcing providers as Q3 2006, when €6.5 billion was sold. The biggest — and most unexpected — change came in the strong resurgence of BPO activity. The . . .

For Technology Product Management & Marketing Professionals

Demand Insights: Cracking The SMB Managed IT Services Nut

Vendors With Broad Distribution And Low Cost Service Delivery Will Win

by Michael Speyer, Julie Giera, December 4, 2007

Outsourcing hardware maintenance and management is widespread among SMBs, with 51% using outside help. But only 6% of SMBs do this in the form of managed services. Unlike their enterprise counterparts, SMBs tend to use hardware outsourcing to solve tactical . . .

For Sourcing & Vendor Management Professionals

EMEA IT Outsourcing Deals, Q2 2007

by Andrew Parker, October 19, 2007

With 84 deals closed and more than €5.8 billion spent, Q2 2007 blew away the results of Q2 2006. Infrastructure services maintained its No. 1 position, but help desk and support services came close this quarter and were one percentage point short of the . . .