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