Service providers saw promise in 2010 as organizations outsourced more IT work than in 2009, but 2011 isn’t looking as good, according to
The Computer Economics
Other key findings in the study:
• The use of software-as-a-service continues to gain strength, making application hosting one of the fastest-growing areas for outsourcing. While the amount of the typical portfolio being hosted by outside parties remains low, application hosting is the most frequently outsourced service in the study.
• The three most strongly adopted outsourcing services are Web/e-commerce systems, application development and application maintenance. These functions rank high in both the number of organizations that outsource them and the amount of work typically outsourced.
• The IT function with the greatest potential for reducing costs through outsourcing is help desk. Fifty-one percent of organizations that outsource this function find that they have lower costs than when they performed the function in-house.
• The function that holds the greatest potential for improving service through outsourcing is IT security, followed by disaster recovery. Only 6 percent and 8 percent of IT organizations, respectively, find outsourcing these functions makes service worse.