Introduction

The application development and maintenance (ADM) outsourcing industry exhibited cyclical trends between 2006 and 2010, with the total contract activity bottoming out in 2007. The US accounted for a significant portion of the contract activity both in terms of volume (number of contracts) and value (dollar value of contracts).

Features and benefits

* Results of the world's largest primary research project on customer satisfaction with outsourced ADM service provision.
* Analysis of activity by region, industry and service type in the global ADM outsourcing market.

Highlights

The list of ADM outsourcing service providers compiled using the 2010 Black Book of Outsourcing customer satisfaction survey is led by vendors with significant offshore presence.
This report finds a high level of satisfaction among users of outsourced services. Entities and companies in the public sector, as well as in the services, manufacturing, and banking industries, are the major clients of the ADM outsourcing service providers.

Your key questions answered

* Which outsourced ADM service providers provide the highest levels of customer satisfaction?
* Which factors do clients consider most important when assessing satisfaction with outsourced ADM service delivery?

Table Of Contents

Executive Summary
Problem resolution is the most important of the nine performance criteria
Players with offshore presence in India dominate the customer satisfaction ranking
A cyclical market
A market for small deals
Several European countries reduced volume of ADM outsourcing
Offshore vendors continue to reduce their dependence on ADM
OVERVIEW
Introduction
Summary
Methodology
Satisfaction criteria
Questionnaire design
SURVEY FINDINGS 2010: OVERALL SATISFACTION
Scoring key for overall satisfaction ranking
The survey successfully captures the views of service users
The surveyed population was global
The survey responses were divided across multiple industry sectors
SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
Problem resolution is the most important of the nine performance criteria assessed for ADM clients
Requirements awareness
Shared goals
Financial benefits
Risk mitigation
Partnership approach
Problem resolution
Corporate reputation
Skills and resources
Future orientation
GLOBAL ADM OUTSOURCING CONTRACT ACTIVITY
Datamonitor's outsourcing contracts database
Overview of the global ADM outsourcing contracting activity
A cyclical market
Annual contract value continues to grow despite a decrease in TCV
A market for small deals
The public sector dominated the outsourced ADM services market in 2010
The logistics/wholesale industry was the least active outsourcer of ADM contracts
Several sectors showed a steady decrease in contracts activity
TCV of various industries showed a decreasing trend
The US recorded the majority of contract signings in 2010As shown in
There are two developing Asian countries among the top five by volume
Several European countries have seen reduced volumes of ADM outsourcing
Several European countries were among the leading 10 by TCV in 2010
The US dominated the ADM market during 2006-10
Several vendors attached to the public sector were among the leading players in 2010
No single vendor dominated the market
Northrop Grumman accounted for the highest TCV in 2010
Large tech vendors have continued to lose market share
ADM OUTSOURCING MARKET TRENDS
Overview
Prolonged recovery in the US and Europe forces clients to outsource entire ADM activities
Offshore vendors continue to reduce their dependence on ADM
Growing adoption of new methodologies in ADM
DevOps movement to improve software efficiency
Evolving application development platforms
On-demand and cloud-computing-based CRM applications development is leading to similar development practices in ERP
Web applications development
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VENDOR PROFILES
Introduction
ACCENTURE
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
CAPGEMINI
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
HP
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
IBM
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
IGATE
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
INFOSYS
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
LOGICA
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
NIIT
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
TCS
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
WIPRO
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
APPENDIX
Methodology
Further reading
Ask the analyst
Disclaimer

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