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2009 Infrastructure-as-a-Service & Cloud Computing, Black Book Survey 2009 Results
The Black Book of Outsourcing, Aug 2009, Pages: 50
Results from 2009 Black Book Infrastructure-as-a-service and Cloud Computing survey. Analysis of 400 contracts held by 1120 of the top global companies on IT Outsourcing shows that Innovation, Trust, Reliability and Deployment are the key criteria influencing client satisfaction. Small and midmarket vendors currently have the highest levels of client satisfaction and the biggest factor influencing client dissatisfaction is failure to deliver on promised cost savings.
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
- UK 96.1%
- France 80.8%
- Germany 5.5%
- Norway/Sweden/Denmark 4.7%
- Russia/Eastern Europe 3.2%
Preferred Location For Cloud Infrastructure Management Outsourcing Vendor By US Clients
- 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%
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