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2010 Leading Providers of Desktop Management Outsourcing

Black Book of Outsourcing
March 18, 2011
131 Pages - SKU: BBDM6329222

Abstract Table of Contents Search inside this report Related Reports

Introduction

The global desktop management outsourcing market showed positive signs in 2010, following a weak performance during 2006-09. However, the market's aggregate total contract value and number of contracts in 2010 are yet to cross the 2006 levels.

Features and benefits

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

Highlights

Majority of the respondents in the 2010 Black Book of Outsourcing customer satisfaction survey were satisfied with the services provided by desktop management outsourcing vendors.

The list of desktop management outsourcing service providers compiled using the 2010 Black Book of Outsourcing customer satisfaction survey is led by leading players in the IT industry. Entities and companies in the central/federal governments, manufacturing and technology industries are major clients for desktop management service providers.

Your key questions answered

Which providers of desktop management outsourcing services received the highest levels of customer satisfaction?
Which factors do clients consider most important when assessing satisfaction with outsourced desktop management service delivery?

Executive Summary: Problem resolution is the most important of the nine performance criteria; Prominent players dominate the customer satisfaction ranking; A market for small- and medium-term contracts; Leading players consistently won contracts; Cost cutting driving demand; Centralized sourcing and consolidation of IT assets by central/federal governments
OVERVIEW: Introduction; Summary; Methodology
SURVEY FINDINGS 2010: OVERALL SATISFACTION: Introduction; Overall satisfaction; Outsourcing works: 73.6% of respondents are satisfied or very satisfied; The survey successfully captures the views of service users; The surveyed population was global; Client organizations of all sizes were represented in the survey; 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; Requirements awareness; Shared goals; Financial benefits; Risk mitigation; Partnership approach; Problem resolution; Corporate reputation; Skills and resources; Future orientation
GLOBAL DESKTOP MANAGEMENT OUTSOURCING CONTRACT ACTIVITY: Introduction; 2009 was a year of many smaller deals; Not a single mega deal signed in 2009; 2010 desktop management outsourcing activity increased markedly in value; A market for small and medium-term contracts; Public sector dominated desktop management outsourcing contract activity in 2010; Manufacturing and services sectors consistently outsourced desktop management services; Within the public sector, defense and local government contracts declined; Top five sectors by TCV in 2010 awarded all the mega deals in that year; Retail, energy and utilities, media, and insurance sectors reported their highest TCV in 2007; Two industries in the private sector contributed more than 10% to the ACV in 2010; Most sectors' ACV in 2010 was lower than 2006; Advanced economies dominated desktop management outsourcing market in 2010; The US, the UK, Australia and Finland accounted for over 57% of all contracts awarded in each year; One developing nation made it to the top five countries by TCV in 2010; The US and the UK accounted for a majority of TCV; Fujitsu and IBM won double-digit contracts in 2010; Three US vendors were among the top five players in each year through 2006-10; The top 10 players by TCV in 2010 was dominated by the US vendors; Top five players in 2010 won contracts in all the years during 2006-10; Several vendors won their first contract in 2010; Lack of short-term contracts made IBM the fifth player by ACV in 2010; Leading players by TCV continue to dominate by ACV
MARKET TRENDS: Definition; End-user adoption indicate that markets will remain resilient; Desktop management moving to cloud; Virtualization in desktop management; Pressure to reduce spending on large-scale ILO projects is driving demand; Flexible working patterns call for specific desktop management solutions; Huge cross sell and up sell opportunities in desktop management; Centralized sourcing and consolidation of IT assets among central/federal governments
VENDOR PROFILES: Introduction
ATOS ORIGIN: 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
CRITIGEN: Business description; Clients; Major services and solutions; Key facts; Recent developments
CSC: Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments
DELL: Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments
FUJITSU: Business description; Clients; Major services and solutions; Key facts; Recent developments
GETRONICS: 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
SIEMENS IT SOLUTIONS AND SERVICES: Business description; Clients; Major services and solutions; Key facts; Recent developments
T-SYSTEMS: 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
Appendix: Methodology; Further reading; Ask the analyst; Disclaimer

2010 Leading Providers of Desktop Management Outsourcing

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