In 2009, the Black Book IT Infrastructure Management Outsourcing client/user survey investigates over 700 contracts held by 3100 of the top ITO spending corporations and organizations globally.

INFRASTRUCTURE OUTSOURCING: A RAPIDLY EVOLVING SERVICE

Traditional Infrastructure Outsourcing - versus -Remote Infrastructure Management Outsourcing – versus - IAAS
Outsourcing suppliers face the strategic dilemma in Infrastructure Outsourcing (IO) services, caused by the convergence of 'traditional' (multinational) and offshore suppliers' value propositions, a maturing remote infrastructure management delivery model, and adoption of labor arbitrage by traditional suppliers.

During the last decade, the emergence and rapid growth of new models of infrastructure services delivery, such as Remote Infrastructure Management (RIMO) and Information Management Services are showing signs of convergence with more traditional ways of delivering infrastructure service.

Offshore RIMO suppliers still hold a minor share of the IO market; nonetheless, there are increasing signs of the sophistication of RIMO leading to a growing convergence of the models of infrastructure delivery. The trend poses a challenge for buyers who need to understand the complexities of the offerings and suppliers who must refine their strategies. The convergence of IO models is driving offshore suppliers to one of three choices:
- Continue to adopt key elements of the traditional infrastructure management outsourcing model,
- Build added value to their remote offering or
- Simply continue to focus on classical RIMO services that rely on labor savings as a key driver.

On the other hand, traditional IO suppliers are confronted with a simpler, but not less challenging option:
- Focus on end-to-end infrastructure deals that avoid direct competition or develop variations of a converged RIMO/Traditional IO offering with an active role of labor arbitrage.

Evidence of convergence can be seen as offshore suppliers of remote management services are not limiting themselves anymore to targeting smaller companies with a basic labor arbitrage value proposition.

Large buyers (above US$10 billion in revenue) now account for 55 percent of the deals signed by offshore suppliers. Although the majority of offshore deals are still based on delivering remote services offshore, RIMO suppliers held 26 percent of more traditional deals in 2008 compared to only five percent in 2004.

KEY CLIENT EXPERIENCE FINDINGS
MOST IMPORTANT CUSTOMER SATISFACTION KPIs

Innovation, Trust, Reliability and Deployment are the most important attributes influencing Client Companies’ satisfaction with their infrastructure outsourcing providers.

ITO INFRASTRUCUTRE VENDOR SATISFACTION IS HIGHEST AMONG MIDMARKET VENDORS

Clients with annual revenues from $500M to $1B are significantly more satisfied with their Infrastructure Outsourcer than are Large Market Cap clients.

US VENDORS ARE SIGNIFICANTLY PREFERRED BY US CLIENTS

Latin American alternatives are challenging Indian infrastructure vendors as they evolve, although two vendors, HCL and TCS are commanding market growth share and commanding global user respect. "
 

INTRODUCTION 2
Remote Infrastructure Management Outsourcing 2
Offshoring Infrastructures 2
Infrastructure-As-A-Service/Virtualization/Cloud Computing 2
SUMMARY 2
Infrastructure Outsourcing: A Rapidly Evolving Managed Service 2
Key Client Experience Findings 2
Overall Top Infrastructure Performers 2
BLACK BOOK METHODOLOGY 2
How the Data Is Collected 2
Understanding the Statistical Confidence of Black Book Data 2
Who Participates in the Black Book Ranking Process 2
2009 Insurance Industry Outsourcing Vendor Rankings and Results 2
PART ONE: RANKING OF ITO INFRASTRUCTURE VENDORS BY SERVICE LINE 2
Applications Monitoring 2
Help Desk Services 2
Data Center Services 2
Desktop Support 2
Storage and Servers 2
LAN/WAN Network Management 2
Security and Disaster Services 2
Remote Infrastructure Management Outsourcing 2
The Top Comprehensive ITO Traditional Infrastructure Management Outsourcing Vendors 2009 2
PART TWO: RANKING OF ITO INFRASTRUCTURE TIER 1 VENDORS 2
PART THREE: RANKING OF ITO INFRASTRUCTURE MID TIER VENDORS 2
PART FOUR: RANKING OF REMOTE INFRASTRUCTURE MANAGEMENT OUTSOURCING VENDORS 2
APPENDIX 2
Orbys Consulting 2
Disclaimer 2

TABLE OF FIGURES
Figure 1: Outsourcing IT Infrastructure Business Benefits and Drivers 2
Figure 2: IT Infrastructure Outsourcing Risks 2
Figure 3: Evaluating Infrastructure IT Outsourcers by Black Book Criteria 2
Figure 4: Tier 1: Scoring Key 2
Figure 5: Mid Tier Scoring Key 2
Figure 6: RIMO Scoring Key 2


TABLE OF TABLES
Table 1: 2009 Race for Market Share 2
Table 2: Highly anticipated growth industries for ITO Infrastructure 2010 2
Table 3: Infrastructure Outsourcing by size of Market presence 2
Table 4: Preferred location for traditional Infrastructure Management Outsourcing Vendor by US Clients (select two) 2
Table 5: Preferred location for traditional Infrastructure Management Outsourcing Vendor by Western European Clients (select two) 2
Table 6: Preferred location remote Infrastructure Management Outsourcing Vendor by US Clients (select two) 2
Table 7: Would consider offshore RMO firms in future as Industry matures 2
Table 8: Overall Top ITO Infrastructure Vendors by Client Market Size 2
Table 9: Top scored ITO Infrastructure Vendors by Industry/Vertical Served 2
Table 10: Top scored ITO Infrastructure Vendors by Geographic Location 2
Table 11: Ranked Sub-sets of ITO Infrastructure: Back-end Applications Integration & Monitoring 2
Table 12: Infrastructure: Helpdesk 2
Table 13: Infrastructure: Data Center Management 2
Table 14: Infrastructure: Data Warehouse Database Management 2
Table 15: Infrastructure: Desktop Management 2
Table 16: Infrastructure: Servers & Storage 2
Table 17: Infrastructure: LAN/WAN Network Management Services 2
Table 18: Infrastructure: System Security 2
Table 19: Remote Infrastructure Management Outsourcing 2
Table 20: Tier 1: Top score per individual criteria 2
Table 21: Tier 1: ITO Vendors with most #1 Individual Criteria Scores 2
Table 23: Tier 1: Vendor Overall Preference/Vertical Industry Recommendations 2
Table 24: Tier 1: Innovation 2
Table 25: Tier 1: Training 2
Table 26: Tier 1: Client Relationships 2
Table 27: Tier 1: Trust 2
Table 28: Tier 1: Breadth of Offerings, Client Types, Delivery Excellence 2
Table 29: Tier 1: Breadth of Offerings, Client Types, Delivery Excellence 2
Table 30: Tier 1: Customization 2
Table 31: Tier 1: Integration and Interfaces 2
Table 32: Tier 1: Scalability, Client Adaptability, Flexible Pricing 2
Table 33: Tier 1: Compensation and Employee Performance 2
Table 34: Tier 1: Reliability 2
Table 35: Tier 1: Reliability 2
Table 36: Tier 1: Marginal Value Adds 2
Table 37: Tier 1: Viability 2
Table 38: Tier 1: Data Security and Backup Services 2
Table 39: Tier 1: Support and Customer Care 2
Table 40: Tier 1: Best of Breed Technology and Process Improvement 2
Table 41: Mid Tier Infrastructure Vendors with most #1 Individual Criteria Scores 2
Table 42: Mid Tier Top score per individual criteria 2
Table 44: Mid Tier: Vendor Overall Preference/Vertical Industry Recommendations 2
Table 45: Mid Tier: Innovation 2
Table 46: Mid Tier: Training 2
Table 47: Mid Tier: Client Relationships 2
Table 48: Mid Tier: Trust 2
Table 49: Mid Tier: Breadth of Offerings, Client Types, Delivery Excellence 2
Table 50: Mid Tier: Deployment and Outsourcing Implementation 2
Table 51: Mid Tier: Customization 2
Table 52: Mid Tier: Integration and Interfaces 2
Table 53: Mid Tier: Scalability, Client Adaptability, Flexible Pricing 2
Table 54: Mid Tier: Compensation and Employee Performance 2
Table 55: Mid Tier: Reliability 2
Table 56: Mid Tier: Brand Image and Marketing Communications 2
Table 57: Mid Tier: Marginal Value Adds 2
Table 58: Mid Tier: Viability 2
Table 59: Mid Tier: Data Security and Backup Services 2
Table 60: Mid Tier: Support and Customer Care 2
Table 61: Mid Tier: Best of Breed Technology and Process Improvement 2
Table 62: RIM Outsourcing Vendors with most #1 Individual Criteria Scores 2
Table 63: RIM Top score per individual criteria 2
Table 65: RIMO: Vendor Overall Preference/Vertical Industry Recommendations 2
Table 66: RIMO: Innovation 2
Table 67: RIMO: Training 2
Table 68: RIMO: Client Relationships 2
Table 69: RIMO: Trust 2
Table 70: RIMO: Breadth of Offerings, Client Types, Delivery Excellence 2
Table 71: RIMO: Deployment and Outsourcing Implementation 2
Table 72: RIMO: Customization 2
Table 73: RIMO: Integration and Interfaces 2
Table 74: RIMO: Scalability, Client Adaptability, Flexible Pricing 2
Table 75: RIMO: Compensation and Employee Performance 2
Table 76: RIMO: Reliability 2
Table 77: RIMO: Brand Image and Marketing Communications 2
Table 78: RIMO: Marginal Value Adds 2
Table 79: RIMO: Viability 2
Table 80: RIMO: Data Security and Backup Services 2
Table 81: RIMO: Support and Customer Care 2
Table 82: RIMO: Best of Breed Technology and Process Improvement 2
Industry: Sourcing: IT Outsourcing

Companies Mentioned
EDS, IBM, ACCENTURE, HEWLETT PACKARD, PEROT SYSTEMS, T SYSTEMS, CSC, WIPRO INFOCROSSING, ATOS ORIGIN, CAPGEMINI, HCL TECHNOLOGIES, TATA CONSULTANCY SERVICES, UNISYS, ACS, INFOSYS, GETRONICS, LOGICA, COGNIZANT, MAHINDRA SATYAM, CIBER, ONE NECK, CH2M HILL MANAGED SERVICES, IBM GLOBAL, ITC INFOTECH, MICROLAND, COMPUCOM, N FRAME, ACCEL FRONTLINE, ATG CORPORATE SOLUTIONS, CONNECTRIA, VERIZON, DIGICA,
COMPUCOM, BLUE HILL DATA SERVICES, OAO TECHNOLOGY SOLUTIONS, LARSEN & TOUBRO INFOTECH, TECH MAHINDRA, SIEMENS BUSINESS SOLUTIONS, TECHTEAM, POMEROY IT, LIONBRIDGE, NIIT TECHNOLOGIES, LUXOFT, TIETO ENATOR, CPM BRAXIS, STEFANINI, ORACLE, SAP, PATNI, SUN MICROSYSTEMS, NORTHROP GRUMMAN, SAIC, CGI, S & T GROUP, DELL, HITACHI, CSS CYBERNET SLASHSUPPORT, CALENCE, WEBULANT, BT GLOBAL, CA, VERISIGN, ENTRUST, EMC, MICROSOFT, FUJITSU, ACXIOM, COMPUTACENTER, IGATE, STERLING COMMERCE, PROGRESS SOFTWARE, REDHAT - JBOSS, TIBCO SOFTWARE, E2E TECHNOLOGIES, IWAY SOFTWARE, FIORANO SOFTWARE, TMAX SOFT, NEC, ENTRUST, FIDELITY INFO SYSTEMS - FNIS, ATG CORPORATE, TERRADATA, NETEZZA, SYBASE, GREENPLUM, SAND TECHNOLOGIES, VERTICA, NETAPP, BROCADE, SYMANTEC, VIRTELA, HTC, BABLASOFT, CISCO, RSA, ACCEL FRONTLINE"

Keywords
Information, Technology, Outsourcing, Infrastructure, vendors, APPLICATIONS, MONITORING, HELP, DESK, SERVICES, DATA, CENTER SERVICES, DESK, TOP, SUPPORT, STORAGE, SERVERS, LAN, WAN, NETWORK, MANAGEMENT, SECURITY, DISASTER, SERVICES, INFRASTRUCTURE-AS-A-SERVICE, CLOUD COMPUTING, REMOTE, INFRASTRUCTURE , RIMO, OFFSHORING, INFRASTRUCTURES, VIRTUALIZATION, IAAS, support, networks, systems, SaaS, ITO