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2010 Leading Providers of Application Development and Maintenance Outsourcing Services

Black Book of Outsourcing
April 5, 2011
125 Pages - SKU: BBDM6329228

Abstract Table of Contents Search inside this report Related Reports

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?

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
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; [Missing title]
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

2010 Leading Providers of Application Development and Maintenance Outsourcing Services

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