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2009 Top Legacy Migration ITO Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Feb 2010, Pages: 40
In 2009, the Black Book ITO legacy migration, systems transformation and IT modernization user survey investigated the customer experience of nearly 400 corporate and organizational decision-makers and influencers.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored for each respective vendor by client type and ranked on a 0-10 scale per KPI.
Key findings
- Key finding: most important customer satisfaction KPIs
Customization, client adaptability, reliability and interfaces/integrations are the most important attributes influencing legacy migration ITO clients' satisfaction with their providers.
- Key finding: legacy migration outsourcing vendor dissatisfaction is rare among the top ITO providers
Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.9% of the top ITOs. US clients are among the most satisfied with comprehensive vendors that offer migration services. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 6.0% of all surveyed clients with 2009 projects.
Industry: Sourcing: IT Outsourcing
Keywords: legacy, migration, information, technology, outsourcing, ITO, applications, business, process, BPO, service, orientated, architecture, SOA, database, programming, integration, modernization, reverse, engineering, ADM, porting, upgrade, data, turnkey, platform
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