Studie - 2009 Top Legacy Migration ITO Vendors, Black Book Survey 2009 Results

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.

INTRODUCTION 5

Legacy migration outsourcing 5

SUMMARY 8

Survey overview 8

Key findings 8

Legacy migration ITO — top honors overall 2009 8

Legacy migration ITO — top vendor by function 2009 8

BLACK BOOK METHODOLOGY 10

How the data sets are collected 10

Understanding the statistical confidence of Black Book data 10

Who participates in the Black Book ranking process 11

Legacy migration ITO vendor rankings and results, 2009 11

PREDICTED LEGACY MIGRATION ITO GROWTH THROUGH 2010—12 12

TOP 20 LEGACY MIGRATION ITO VENDORS 13

STOP LIGHT SCORING KEY 14

Operational excellence of legacy migration ITO vendors 14

OVERALL KPI LEADERS 19

Top score per individual criteria 19

Outsourcing vendors with most top individual criteria scores 20

INDIVIDUAL KEY PERFORMANCE 21

APPENDIX 40

Orbys consulting 40

Disclaimer 40

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