In 2009, the Black Book managed security services ITO user survey investigated over 160 contracts held by 1,100 current outsourcing customers.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 1–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Trust, customization, reliability and best of breed technology are the most important attributes influencing MSS client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the MSS industry among top ranked suppliers
Strong satisfaction is common in this niche ITO sector, occurring in 82.7% of all clients globally.
UK and US clients are among the most satisfied with MSS ITO services delivery with 89.9% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was 15.6% of all surveyed clients with 2009 projects, significantly higher than European and US vendors with less than 5.8% strongly dissatisfied.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end MSS ITO vendor produce the highest satisfaction rates
Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.

INTRODUCTION 5
SUMMARY 7
Survey overview 7
Key findings 7
MSS ITO – top honors overall 2009 7
MSS ITO – top vendor by function 2009 7
BLACK BOOK METHODOLOGY 9
How the data sets are collected 9
Understanding the statistical confidence of Black Book data 9
Who participates in the Black Book ranking process 10
MSS ITO vendor rankings and results 2009 10
TOP 20 MSS ITO VENDORS 11
STOP LIGHT SCORING KEY 12
Operational excellence of MSS ITO vendors 12
OVERALL KPI LEADERS 17
Top score per individual criteria 17
Outsourcing vendors with most #1 individual criteria scores 18
INDIVIDUAL KEY PERFORMANCE 19
APPENDIX 38
Orbys consulting 38
Disclaimer 38