Abstract
This IDC study provides an outlook on various organizations' perspectives on IT
service providers (ITSPs), the technology solutions and services offered, and
the common drivers and inhibitors for engaging IT services. This study also
provides a guideline for ITSP management executives in evaluating and analyzing
their customers' needs, appraising themselves among other ITSPs, and assessing
competitors' strategies in order to further propel in the services area.
The improvements in the ITSPs' solution and service offerings indicate that
these providers are becoming more customer centric and cost effective. They are
consistently looking for potentials, and as such, leading to transferring some
of their IT services to offshore locations. Many organizations also consider
deploying security and management solutions.
"Organizations are leveraging technologies and ITSPs' solution offerings in
order to meet their IT services and further improve their businesses. Nowadays,
organizations are looking for cost-effective and innovative IT solutions that
can bring them more value," says Peter Hee, market analyst, Services, IDC
Malaysia.
Table of Contents
- Table of Contents
- IDC Opinion
- In This Study
- Methodology
- Demographics
- Figure: Respondents by Vertical Industry
- Figure: Respondents by Company Size
- Situation Overview
- Introduction
- IT and Solution Services: A Perspective
- Services Engagement
- Figure: Organizational Operations Requiring Vendor or Third-Party IT Services
- Reasons for Retaining In-House Management of IT Services
- Figure: Reasons for Managing IT Services In-House
- Offshore IT Services
- Figure: Level of Comfort with Offshore IT Services
- Preferred Offshore Locations for IT Services
- Figure: Top 3 Offshore Locations
- Benefits of a Global IT Services Delivery Model
- Figure: Top 3 Benefits of a Global IT Services Delivery Model
- Challenges of a Global IT Services Delivery Model
- Figure: Top 3 Challenges of a Global IT Services Delivery Model
- Preferred Attributes of IT Service Providers
- Figure: Top 3 Attributes of IT Security Service Providers
- IT Services
- IT Services: Hardware and Software Support
- Hardware: PCs and Other End-User Devices
- Figure: Importance of Support Services for PCs and Other End-User Devices
- Figure: Pricing of Support Services for PCs and Other End-User Devices
- Hardware: Server and Storage Products
- Figure: Importance of Support Services for Server and Storage Products
- Figure: Pricing of Support Services for Server and Storage Products
- Hardware: Network Devices
- Figure: Importance of Support Services for Network Devices
- Figure: Pricing of Support Services for Network Devices
- Software
- Figure: Importance of Support Services for Software
- Figure: Pricing of Support Services for Software
- Hardware and Software: Time of Purchase
- Figure: Organization Purchase of Support Services
- IT Services: IS Outsourcing
- Desktop Management
- Figure: Reasons for Using a Third-Party Vendor for Desktop Management
- Figure: Implementation of Desktop Management Solutions
- Business Continuity and Disaster Recovery
- Figure: Factors That Drive Business Continuity and Disaster Recovery
- Figure: IT Operation Using an Outside Supplier of Business Continuity/Disaster Recovery Services
- Figure: Reasons for Engaging an Outside Supplier for Business Continuity or Disaster Recovery
- Figure: Activation of Business Continuity or Disaster Recovery
- Solution Services
- Figure: Importance of IT Solutions
- Figure: Engagement of a Third-Party Vendor in the Implementation of IT Solutions
- Solution Services: Business Intelligence
- Figure: Reason for Investing in Business Intelligence
- Figure: Existence of a Business Intelligence Competency Center
- Figure: Top 3 Attributes for Selecting a Business Intelligence Service Provider
- Solution Services: IT Security
- Figure: IT Security Threats to Organizations
- IT Security: Purchasing Channels
- Figure: Channel from Which IT Security Products Are Purchased
- IT Security: Preferred Attributes of Vendors and Reasons for Adopting or Considering Managed IT Security Services
- Figure: Top 3 Attributes of an IT Security Service Provider
- Figure: Top 3 Reasons for Using or Considering Managed IT Security Services
- Other Services
- Software as a Service and Desktop Solutions
- Deployment of Software as a Service or Hosted Application Management
- Figure: Deployment of Software as a Service or Hosted Application Management
- Desktop Virtualization
- Figure: Level of Understanding of Desktop Virtualization
- Figure: Implementation of Desktop Virtualization
- IT Service Providers
- Performance Rating
- Figure: Ranking of Vendor Types in Terms of Performance
- Customer Relationship
- Figure: Current Relationship with Vendors
- Figure: Level of Satisfaction with Vendors
- Preference: Business Consulting Services
- Figure: Preferred Vendors for Business Consulting Services
- Figure: Business Consulting Services Bundled in Larger IT Projects
- Service-Level Agreements
- Penalty for Failing to Meet the Service-Level Agreement
- Figure: Penalty Clauses Commonly Included in Service-Level Agreements
- Reward for Exceeding the Service-Level Agreement
- Figure: Reward Clauses Commonly Included in Service-Level Agreements
- Future OutlooK
- 2007 IT Budget and 2008 Services Allocation
- Table: IT Budget for 2007 as a Percentage of Organization' s Revenue
- Figure: IT Services Allocation in 2008 IT Budget
- 2008 IT Services Expenditure Breakdown
- Figure: IT Services Expenditure Breakdown in 2008
- Vendors with Potential in the Future
- Figure: Potential Vendors Considered in the Future
- Figure: Security Management Challenges Over the Next 12 Months
- Essential Guidance
- Learn More
- Related Research
- Synopsis
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