Studie - 2009 Top BI Data Warehousing ITO Vendors, Black Book Survey 2009 Results

In 2009, the Black Book BI data warehousing industry IT outsourcing (ITO) user survey investigated over 258 contracts held by ITO users.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria were employed, with each respective vendor scored by client type and ranked on a 0—10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Client relationship and cultural fit, innovation, reliability and data backup/security are the most important attributes influencing BI and data warehousing services clients' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in BI/DW outsourcing among top-ranked suppliers
Strong dissatisfaction is uncommon in end-to-end BI and data warehousing IT vendors, occurring in less than 2.5% of US client types and 7.7% of UK and European customers.
Key finding: BI/DW services vendor arrangements from a comprehensive/end-to-end ITO niche vendor produced the highest satisfaction rates in 2009
Full-service BI/DW/decision support and enterprise reporting vendors attained the top client experience and satisfaction ranking in 2009. The top three performers, Oracle, IGate and Accenture, championed customer satisfaction and top honors in the individual functions of BI/DW as well.

INTRODUCTION 5

Business intelligence 5

Outsourcing business intelligence and data warehousing 6

SUMMARY 7

Survey overview 7

Key findings 7

BI/DW ITO — top honors overall 2009 7

BI/DW ITO — top vendor by function 2009 7

BLACK BOOK METHODOLOGY 9

How the data sets are collected 9

Understanding the statistical confidence of Black Book data 9

Who participates in the Black Book ranking process 10

BI/DW ITO vendor rankings and results 2009 10

PREDICTED BUSINESS INTELLIGENCE DATA WAREHOUSING ITO GROWTH 2010 — 2012 11

TOP 20 BUSINESS INTELLIGENCE DATA WAREHOUSING ITO VENDORS 12

STOP LIGHT SCORING KEY 13

Operational excellence of BI/DW ITO vendors 13

OVERALL KPI LEADERS 18

Top score per individual criteria 18

Outsourcing vendors with most top individual criteria scores 19

INDIVIDUAL KEY PERFORMANCE 20

APPENDIX 39

Orbys consulting 39

Disclaimer 39

• Global Procurement Outsourcing Market 2012-2016
• Global Software Testing System Integrator Market 2012-2016
• Global Governance, Risk and Compliance Platform Market 2012-2016
• Global Software Testing Services Market in Telecom Sector 2012-2016
• Helpdesk Outsourcing Market in North America 2012-2016
• Mobile Edugame Market in North America 2012-2016
• Central Government ICT Spending in the UK to 2016/17 - Services Market
• Defense ICT Spending in the UK to 2016/17 - Services Market
• Education ICT Spending in the UK to 2016/17 - Services Market
• Global Virtual Goods Market 2012-2016
• Global Virtual Goods Market 2012-2016
• Healthcare ICT Spending in the UK to 2016/17 - Services Market
• Local Government ICT Spending in the UK to 2016/17 - Services Market
• Policing/Justice ICT Spending in the UK to 2016/17 - Services Market
• Transport ICT Spending in the UK to 2016/17 - Services Market
• Global Digital Recording Music Market 2012-2016
• Global e-Learning Market 2012-2016
• Global Hardware and Software Support Services Market 2012-2016
• IT Market in the Nordic Region 2012-2016
• Global Document Outsourcing Market 2012-2016