• ITO: INFRASTRUCTURE


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    • Abstract: ITO: INFRASTRUCTUREOUTSOURCING VENDORS2007 Rankings and ResultsA subset report of the Annual Black Book Global User Surveyhttp://TheBlackBookOfOutsourcing.comComprehensive IT Infrastructure Outsourcing Criteria

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ITO: INFRASTRUCTURE
OUTSOURCING VENDORS
2007 Rankings and Results
A subset report of the Annual Black Book Global User Survey
http://TheBlackBookOfOutsourcing.com
Comprehensive IT Infrastructure Outsourcing Criteria
Includes Seven End-to-End Service Lines:
APPLICATIONS MONITORING ║ HELP DESK SERVICES ║
DATA CENTER SERVICES ║ DESK TOP SUPPORT ║
STORAGE & SERVERS║LAN WAN NETWORK MANAGEMENT ║
SECURITY & DISASTER SERVICES
SURVEY SUMMARY: ITO INFRASTRUCTURE PROVIDERS
Number of Vendors Qualified (minimum ten unique & authenticated client ballots): 276
Number of Vendors Qualified by Subsets of ITO Infrastructure:
APPLICATIONS MONITORING 218
HELP DESK SERVICES 105
DATA CENTER SERVICES 101
DESKTOP SUPPORT 98
STORAGE & SERVERS 93
LAN WAN NETWORK MANAGEMENT 81
SECURITY & DISASTER SERVICE 69
TOTAL ALL ITO ON SITE INFRASTRUCTURE SERVICES 46
TOTAL ALL ITO REMOTE INFRASTRUCTURE SERVICES 77
HCL OUTCOMES OF NOTE:
• Ranked #1 of 46 qualified competitors for On-Site Comprehensive/End-to-End
Infrastructure Services
• Ranked #1 of 77 qualified competitors for Remote Comprehensive/End-to-End
Infrastructure Services
• Ranked #1 of 98 qualified competitors for Infrastructure subset: Desk Top Support Services
• Ranked #1 of 93 qualified competitors for Infrastructure subset: Storage & Servers
• Ranked #2 of 101 qualified competitors for Infrastructure subset: Data Center Management
• Ranked #3 of 69 qualified competitors for Infrastructure subset: Security & Disaster
Services
• Ranked #5 of 81 qualified competitors for Infrastructure subset: LAN WAN Network Mgmt
• Ranked #6 of 218 qualified competitors for Infrastructure subset: Applications Monitoring
• Ranked #17 of 105 qualified competitors for Infrastructure subset: Help Desk Services
What’s Measured (The 18 Criteria of ITO Infrastructure Operational Excellence)
1. Vendor Overall Preference/Highest Recommendation
2. Innovation
3. Training
4. Client Relationships
5. Trust
6. Breadth of Offerings, Client Types, Delivery Excellence
7. Deployment and Outsourcing Implementation
8. Customization
9. Integration and Interfaces
10. Scalability, Client Adaptability, Flexible Pricing
11.Compensation and Employee Performance
12. Reliability
13. Brand Image
14. Marginal Value Adds
15. Viability
16. Data Security and Backup Services
17. Support and Customer Care
18. Best of Breed Technology and Process Improvement
Part I:
OVERALL RANKING SUMMARY OF ITO:INFRASTRUCTURE VENDORS
(TOP 20 OF 46 QUALIFIED VENDORS-ALL INFRASTRUCURE SERVICES)
2007 RANK COMPANY
1 HCL TECHNOLOGIES
2 EDS
3 CSC
4 UNISYS
5 IBM
6 HEWLETT PACKARD
7 PEROT SYSTEMS
8 CIBER
9 ACCENTURE
10 COMPUCOM
11 ATOS ORIGIN
12 CAPGEMINI
13 SATYAM
14 WIPRO
15 GETRONICS
16 ACS
17 LOGICA CMG
18 INFOSYS
19 T SYSTEMS
20 TATA CONSULTANCY SERVICES
Part II:
RANKED SUBSETS OF ITO INFRASTRUCTURE
INFRASTRUCTURE: APPLICATIONS MONITORING
2007 RANK COMPANY
1 Satyam
2 Oracle
3 SAP
4 EDS
5 IBM
6 HCL Technologies
7 Fujitsu
8 Infosys
9 TCS
10 Cognizant
INFRASTRUCTURE: HELP DESK
2007 RANK COMPANY
1 CIBER
2 Unisys
3 Hewlett Packard
4 CSC
5 CompuCom
6 Siemens IT
7 EDS
8 TechTeam
9 Verizon Business
10 GlobalServe
INFRASTRUCTURE: DATA CENTER MANAGEMENT
2007 RANK COMPANY
1 Sungard
2 HCL Technologies
3 Cognizant
4 Hewlett Packard
5 Patni
6 Keane
7 Wipro
8 IBM
9 EDS
10 Accenture
INFRASTRUCTURE: DESK TOP MANAGEMENT
2007 RANK COMPANY
1 HCL Technologies
2 Northrop Grumann
3 Unisys
4 Pomeroy IT Services
5 CIBER
6 Lockheed Martin
7 EDS
8 CSC
9 Dell
10 DecisionOne
INFRASTRUCTURE: SERVERS & STORAGE
2007 RANK COMPANY
1 HCL Technologies
2 IBM
3 Hewlett Packard
4 Unisys
5 Wipro
6 Infosys
7 Accenture
8 EDS
9 Perot Systems
10 CSC
INFRASTRUCTURE:
LAN WAN NETWORK MANAGEMENT SERVICES
2007 RANK COMPANY
1 CompuCom
2 Unisys
3 Calence
4 Infosys
5 HCL Technologies
6 T Systems
7 Perot Systems
8 Unisys
9 Fujitsu
10 IBM
INFRASTRUCTURE: SYSTEM SECURITY
2007 RANK COMPANY
1 BT Counterpane
2 Unisys
3 HCL Technologies
4 CSC
5 Verisign
6 LogicaCMG
7 Accenture
8 SAP
9 Symantec
10 ACS
Part III:
THE TOP COMPREHENSIVE PROCUREMENT OUTSOURCING VENDORS
2007 Criteria Key Findings
Operational Excellence of Comprehensive Infrastructure Outsourcing Firms
Comprehensive ITO Infrastructure Vendor defined as being comprised of seven surveyed functions:
APPLICATIONS MONITORING
HELP DESK SERVICES
DATA CENTER SERVICES
DESK TOP SUPPORT
STORAGE & SERVERS MANAGEMENT
LAN WAN NETWORK MANAGEMENT
SECURITY & DISASTER SERVICES
Evaluating Infrastructure IT Outsourcers by Black Book Criteria:
Individual vendors can be examined by specific indicators on each of the main functions of ITO INFRASTRUCTURE as well as
grouped and summarized subsets. Detail of each subset is contained so that each IT vendor may be analyzed by function and
as a full service infrastructure management collectively.
Raw Score Compilation and Scale of Reference
◄ 0.00 – 5.87 ► ◄ 5.88 – 7.14 ► ◄ 7.15 – 8.79 ► ◄ 8.80 – 10.00

DEAL-BREAKING NEUTRAL SATISIFACTORY OVERWHELMING
DISSATISFACTION SATISFACTION
DOES NOT MEET MEETS/DOES NOT MEETS EXCEEDS
EXPECTATIONS MEET EXPECTATIONS EXPECTATIONS EXPECTATIONS
INCONSISTENTLY
CAN NOT WOULD NOT LIKELY RECOMMENDS HIGHLY
RECOMMEND RECOMMEND VENDOR VENDOR RECOMMENDED
VENDOR VENDOR
Color-coded Stop Light Dashboard Scoring Key:
Green (Top 10%) Scores Better than 90% of ITO Outsourcing Vendors
Green Coded Vendors have received constantly highest client satisfaction scores.
8.80 +
Clear (Top 33%) Scores Better than 67% of POs
Well scored vendor which have middle of the pack results
7.15 to 8.79
Yellow Scores Better Than Half/ 50%of POs
Cautionary performance scores, Areas of improvement required.
7.14 to 5.88
Red Scores Worse Than 66% of POs
Poor performances reported, Potential
Less than 5.87
COMPREHENSIVE ITO
INFRASTRUCTURE OUTSOURCER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 MEAN
9.49 9.47 9.33 9.33 9.61 9.66 9.12 9.49 9.27 9.75 9.73 9.46 9.63 9.83 9.27 9.17 9.70 9.50 9.49
1
HCL TECHNOLOGIES
8.89 9.73 9.38 9.08 9.71 8.85 8.82 9.57 9.45 8.50 9.41 8.78 9.28 9.60 8.99 8.59 9.65 9.25 9.20
2
EDS
9.12 9.83 8.94 8.73 9.09 8.93 8.57 8.88 9.07 9.02 8.93 9.18 8.52 8.91 9.12 8.90 9.30 8.67 8.98
3
CSC
8.95 8.87 8.92 9.13 9.27 9.32 8.84 9.62 9.05 8.78 8.71 8.88 8.84 9.40 7.97 8.48 8.11 8.65 8.88
4
UNISYS
8.85 9.27 8.39 8.33 8.67 9.08 8.16 9.08 7.95 9.15 8.78 9.02 8.81 8.80 8.31 8.62 8.69 8.63 8.70
5
IBM
8.38 8.93 8.87 8.86 9.50 9.05 9.09 8.42 8.89 8.89 8.37 7.72 8.98 8.69 8.08 8.16 7.93 8.67 8.64
6
HEWLETT PACKARD
8.49 9.04 8.61 8.55 8.44 9.30 8.38 7.81 8.83 7.86 8.55 9.24 9.03 7.70 8.53 8.84 8.96 8.97 8.62
7
PEROT SYSTEMS
8.26 8.14 7.74 8.85 8.87 8.73 7.30 8.99 7.93 8.40 8.30 8.92 8.84 9.08 8.33 8.94 8.85 8.51 8.50
8
CIBER
8.35 9.43 7.38 7.54 9.26 8.68 8.01 9.39 7.94 8.89 7.97 9.27 8.42 7.58 8.21 7.81 9.03 8.32 8.41
9
ACCENTURE
8.38 9.15 8.18 8.23 9.45 7.23 8.61 7.71 8.97 8.18 8.97 7.20 8.21 9.00 7.72 7.85 9.22 8.34 8.37
10
COMPUCOM
8.39 8.65 7.29 8.91 8.23 7.11 7.84 8.31 6.91 8.40 8.24 7.60 8.16 8.80 8.32 7.69 8.24 8.05 8.06
11
ATOS ORIGIN
7.67 9.06 8.62 8.07 7.24 9.01 7.79 8.19 8.12 6.83 7.65 8.24 6.01 6.80 8.32 8.07 9.37 7.20 7.90
12
CAPGEMINI
8.15 7.52 7.22 7.16 7.48 7.61 8.43 8.21 7.50 7.66 7.99 7.72 9.25 8.00 7.47 7.84 8.68 7.67 7.86
13
SATYAM
7.63 8.25 8.16 8.13 7.25 7.44 7.63 8.52 8.35 6.02 9.18 8.13 8.20 7.58 7.95 6.48 6.94 7.47 7.74
14
WIPRO
8.24 8.09 8.87 8.15 7.79 6.54 6.89 7.72 8.93 7.89 7.27 7.47 9.11 7.70 6.62 6.31 7.34 7.45 7.69
15
GETRONICS
6.37 7.26 7.89 7.54 9.01 6.41 7.82 7.47 8.84 8.01 9.05 7.49 7.98 6.36 8.08 7.13 7.60 8.01 7.68
16
ACS
7.74 6.99 7.71 9.00 6.71 7.41 6.11 6.53 7.10 8.86 6.71 8.23 8.69 7.41 8.18 9.14 7.42 7.69 7.65
17
LOGICA CMG
7.83 9.11 6.81 6.76 9.05 7.00 8.98 7.58 8.49 6.60 7.01 6.65 6.28 8.10 9.13 7.04 6.83 7.40 7.59
18
INFOSYS
7.85 8.26 6.89 5.88 8.30 7.90 6.23 6.07 9.01 8.40 7.07 8.92 6.38 6.98 7.95 7.29 8.45 8.08 7.55
19
T SYSTEMS
8.09 8.02 8.50 6.04 6.17 6.90 7.60 6.57 6.21 7.90 8.41 6.08 8.91 8.82 6.22 7.58 7.45 8.05 7.42
20
TCS
SCORING KEY: Note: Color Coding not applied within each individual criteria report card to follow, #1-#18
HELP DESK
OVERALL OUTSOURCING
RANK This subset
This rank (one/seventh of
references the total ITO
the Final Infrastructure
Position of all Q”___” Vendor Mean at
18 criteria Refers to the the end of this
averaged by number of the row, includes all
the mean QUESTION…o buyers and users
score r CRITERIA who indicate they
collectively. surveyed contract with each LOCAL AREA
Company
This vendor This is the respective vendor NETWORK
Name of IT
ranked 5th of sixth question
INFRASTRUCTURE for traditional Help DESK TOP WAN
the 20 of the 18 SERVICES SECURITY
Outsourcing Vendor Desk Services. SERVICES SERVICES
competitors. criteria. OUTSOURCING
▼ ▼ ▼ OUTSOURCING

▼ ▼ ▼
Q6 INFRA-
APPS HELP DATA DESK STORAGE & LAN WAN SECURITY
OVERALL MONITORING DESK CENTER TOPS SERVERS MGMT SERVICES
STRUCURE
FINAL Criteria Company MGMT
RANK Rank
MEAN
5 1
GLOBAL ITO INC. 8.30 7.44 6.89 7.02 9.58 5.75 9.60 7.98
▲ ▲ ▲ ▲ ▲
APPLICATIONS MONITORING DATA STORAGE ITO INFRASTRUCTURE
Criteria Rank This subset (one/seventh of the total ITO CENTER & MEAN
The actual rank of the Infrastructure Vendor Mean at the end of this row, Congruent with the Criteria
SERVICES SERVERS
top twenty vendors includes all buyers and users who indicate they Rank, the) MEAN is a
positioned by only this contract with each respective vendor Applications calculation of all four subsets
particular criteria or Monitoring Solutions specific to their enterprise as of PO functions surveyed. As
question. a distinct outsourced function. Scores are based a final ranking reference, it
This vendor ranked 1st on the 0 (Deal-Breaking Dissatisfaction) to 10 includes all vertical
of the 20 competitor (Overwhelming Client Satisfaction) and 1/7 of full industries, market sizes and
qualified vendors PO Mean. geographies.
1. Vendor Overall Preference/Vertical Industry Recommendations - Vendor Overall Preference/Recommendation
(Organizational structure meets the needs of stakeholders or customers and stakeholder satisfaction is the most important priority. Is the
client likely to recommend the vendor for an outsourcing engagement for Comprehensive ITO initiatives and management to other ITO
buyers?
Q1 INFRA-
APPS HELP DATA DESK STORAGE & LAN WAN SECURITY
OVERALL MONITORING DESK CENTER TOPS SERVERS MGMT SERVICES
STRUCURE
FINAL Criteria Company MGMT
RANK Rank
MEAN
1 HCL TECHNOLOGIES 9.43 8.82 9.70 9.81 9.74 9.21 9.72 9.49
1
3 CSC 8.37 9.66 8.53 9.44 9.76 8.26 9.80 9.12
2
4 UNISYS 8.87 9.59 8.76 8.63 9.64 9.00 8.16 8.95
3
2 EDS 9.63 9.33 9.17 8.69 9.04 8.27 8.13 8.89
4
5 IBM 9.56 9.23 8.31 8.54 8.51 8.93 8.90 8.85
5
7 PEROT SYSTEMS 9.00 8.36 8.12 8.49 8.62 8.09 8.75 8.49
6
11 ATOS ORIGIN 8.20 8.11 8.15 7.96 9.03 8.44 8.82 8.39
7
6 HEWLETT PACKARD 8.04 9.73 9.54 8.38 7.76 8.16 7.04 8.38
8
10 COMPUCOM 8.29 9.44 7.85 7.13 8.05 9.74 8.18 8.38
9
9 ACCENTURE 8.45 9.45 9.02 7.42 7.93 7.59 8.56 8.35
10
2. Innovation - Customers are also continuing to push the envelope for further enhancements to which the ITO process
outsourcing vendor is responsive. PO clients also believe that their vendors’ technology is helping them compete more effectively,
generate larger revenues and profits, and cut their overhead in ways that were difficult or impossible to accomplish before ITO was
introduced.
Q2 INFRA-
APPS HELP DATA DESK STORAGE & LAN WAN SECURITY
OVERALL MONITORING DESK CENTER TOPS SERVERS MGMT SERVICES
STRUCURE
FINAL Criteria Company MGMT
RANK Rank
MEAN
3 CSC 9.76 9.81 9.84 9.87 9.80 9.79 9.85 9.83
1
2 EDS 9.74 9.86 9.63 9.76 9.84 9.78 9.47 9.73
2
1 HCL TECHNOLOGIES 9.57 8.00 9.67 9.76 9.91 9.73 9.64 9.47
3
9 ACCENTURE 9.30 9.44 9.80 9.76 9.05 9.51 9.15 9.43
4
5 IBM 9.32 9.11 9.52 9.08 8.89 9.43 9.56 9.27
5
10 COMPUCOM 9.10 9.36 9.59 8.75 8.12 9.78 9.29 9.15
6
18 INFOSYS 8.95 8.83 9.34 9.48 9.02 9.03 9.10 9.11
7
12 CAPGEMINI 9.13 9.02 8.73 8.81 8.90 9.20 9.66 9.06
8
7 PEROT SYSTEMS 9.45 8.73 9.18 8.03 9.67 9.17 9.04 9.04
9
6 HEWLETT PACKARD 9.28 9.17 9.00 8.76 8.82 8.72 8.74 8.93
10
3. Training - Outsourcing leadership provides significant and meaningful training opportunities for employees and client staff.
Leadership strives to develop technology staff, customer service and consultant employees in particular.
Q3 INFRA-
APPS HELP DATA DESK STORAGE & LAN WAN SECURITY
OVERALL MONITORING DESK CENTER TOPS SERVERS MGMT SERVICES
STRUCURE
FINAL Criteria Company MGMT
RANK Rank
MEAN
EDS 9.65 9.68 9.70 9.54 9.01 8.27 9.84 9.38
2 1
HCL TECHNOLOGIES 9.45 9.59 9.24 9.75 9.11 9.10 9.08 9.33
1 2
CSC 9.29 8.16 9.69 8.87 8.93 8.59 9.07 8.94
3 3
UNISYS 8.04 9.55 8.17 9.71 8.97 9.20 8.78 8.92
4 4
HEWLETT PACKARD 8.41 8.27 9.28 8.65 9.75 9.37 8.34 8.87
6 5
GETRONICS 9.03 9.11 8.63 8.47 8.55 9.02 9.27 8.87
15 6
CAPGEMINI 9.26 9.07 9.00 8.35 8.18 8.44 8.02 8.62
12 7
PEROT SYSTEMS 8.54 8.17 9.37 8.08 7.93 9.02 9.13 8.61
7 8
TCS 9.63 8.37 8.22 8.45 8.76 8.18 7.90 8.50
20 9
IBM 8.38 8.06 8.49 8.70 8.60 7.87 8.64 8.39
5 10
4. Client Relationships - Outsourcing leadership honors customer relationships highly. The relationship with the ITO vendor elevates
the customer reputation. Improving customer efficiency and effectiveness is a priority of the supplier. Governance of engagement is neither
complex for buyer nor does it require vendor management attention regularly. There are no regular transparency or quality issues.
Q4 INFRA-
APPS HELP DATA DESK STORAGE & LAN WAN SECURITY
OVERALL MONITORING DESK CENTER TOPS SERVERS MGMT SERVICES
STRUCURE
FINAL Criteria Company MGMT
RANK Rank
MEAN
HCL TECHNOLOGIES 9.34 9.18 9.50 9.04 9.37 9.31 9.54 9.33
1 1
UNISYS 9.03 9.44 9.29 8.99 8.67 9.03 9.43 9.13
4 2
EDS 9.24 9.10 9.05 8.87 8.79 9.11 9.40 9.08
2 3
LOGICA CMG 8.67 9.50 9.13 9.10 8.63 8.54 9.43 9.00
17 4
ATOS ORIGIN 9.17 9.42 9.22 8.45 8.04 8.92 9.18 8.91
11 5
HEWLETT PACKARD 8.27 9.35 9.13 9.08 9.26 8.80 8.12 8.86
6 6
CIBER 8.98 9.84 8.63 9.00 9.17 8.29 8.07 8.85
8 7
CSC 8.80 8.27 9.19 9.28 8.43 8.60 8.52 8.73
3 8
PEROT SYSTEMS 9.09 8.16 8.09 8.30 8.31 8.90 8.97 8.55
7 9
IBM 8.03 7.98 9.14 8.96 7.68 8.43 8.09 8.33
5 10
5. Trust -Trust in enterprise reputation is important to ITO services clients, as well as prospects. Client possesses an understanding that
their outsourcing organization has the people, processes, and resources to effectively deliver the desired business results, based on its
ITO industry reputation and past performance.
Q5 INFRA-
APPS HELP DATA DESK STORAGE & LAN WAN SECURITY
OVERALL MONITORING DESK CENTER TOPS SERVERS MGMT SERVICES
STRUCURE
FINAL Criteria Company MGMT
RANK Rank
MEAN
EDS 9.75 9.71 9.82 9.40 9.85 9.52 9.84 9.71
2 1
HCL TECHNOLOGIES 9.59 9.74 9.79 9.65 9.45 9.33 9.70 9.61
1 2
HEWLETT PACKARD 9.64 9.43 9.05 9.77 9.31 9.76 9.55 9.50
6 3
COMPUCOM 9.20 9.48 9.16 9.48 9.30 9.83 9.70 9.45
10 4
UNISYS 9.11 9.55 9.18 9.43 9.37 9.20 9.04 9.27
4 5
ACCENTURE 9.49 9.40 9.20 9.17 9.12 9.44 8.99 9.26
9 6
CSC 9.37 8.94 9.04 9.11 9.17 8.95 9.03 9.09
3 7
INFOSYS 8.91 8.83 9.40 9.63 9.20 8.64 8.72 9.05
18 8
ACS 9.00 9.15 8.49 8.79 9.05 9.20 9.38 9.01
16 9
CIBER 8.75 9.83 8.38 9.01 8.87 9.10 8.18 8.87
8 10
6. Breadth of Offerings, Client Types, Delivery Excellence - Industry recognized horizontal functionality and vertical Industry
applications to manage bundled ITO services. Vendor routinely drives Operational Performance improvements and results in the areas
they affect.
Q6 INFRA-
APPS HELP DATA DESK STORAGE & LAN WAN SECURITY
OVERALL MONITORING DESK CENTER TOPS SERVERS MGMT SERVICES
STRUCURE
FINAL Criteria Company MGMT
RANK Rank
MEAN
HCL TECHNOLOGIES 9.66
1 1 9.76 9.47 9.65 9.50 9.74 9.76 9.70
UNISYS 9.32
4 2 9.48 9.11 9.48 9.50 9.03 9.28 9.38
PEROT SYSTEMS 9.30
7 3 9.18 8.91 9.57 9.30 9.15 9.62 9.40
IBM 9.08
5 4 8.79 9.03 9.18 9.24 8.93 9.09 9.30
HEWLETT PACKARD 9.05
6 5 9.55 9.24 9.03 8.74 9.09 8.95 8.78
CAPGEMINI 9.01
12 6 8.62 8.97 8.90 9.34 9.30 9.26 8.65
CSC 8.93
3 7 9.38 9.06 9.11 8.29 8.50 9.03 9.18
EDS 8.85
2 8 9.00 9.38 9.14 8.64 8.39 8.47 8.98
CIBER 8.73
8 9 8.75 9.54 8.57 9.04 8.16 8.24 8.78
ACCENTURE 8.68
9 10 8.50 8.15 8.95 8.44 8.97 9.04 8.75
7. Deployment and Outsourcing Implementation - Faster Deployments – outsourced ITO solutions eliminate the excessive
buyer supervision over vendor implementations. There is a minimized need for consultant management of deployments due to highly
astute vendor staff. ITO services vendor overcomes implementation obstacles and challenges effectively. Technical, organizational, and
cultural implementation obstacles are handled professionally and timely. Implementation time exceeds expectations.
Q7 INFRA-
APPS HELP DATA DESK STORAGE & LAN WAN SECURITY
OVERALL MONITORING DESK CENTER TOPS SERVERS MGMT SERVICES
STRUCURE
FINAL Criteria Company MGMT
RANK Rank
MEAN
HCL TECHNOLOGIES 9.12
1 1 9.03 9.15 9.45 9.22 9.14 8.84 9.00
HEWLETT PACKARD 9.09
6 2 8.89 9.38 9.38 8.97 9.43 8.79 8.78
INFOSYS 8.98
18 3 9.11 9.08 8.76 8.56 8.90 9.16 9.27
UNISYS 8.84
4 4 8.83 8.73 8.97 8.90 8.66 8.60 9.17
EDS 8.82
2 5 8.60 9.04 9.06 8.87 8.79 8.66 8.69
COMPUCOM 8.61
10 6 8.37 8.47 8.11 8.73 8.26 9.68 8.69
CSC 8.57
3 7 8.62 8.39 8.70 8.15 8.22 8.89 9.04
SATYAM 8.43
13 8 9.72 8.60 8.06 8.43 8.02 8.23 8.05
PEROT SYSTEMS 8.38
7 9 8.50 8.24 8.79 8.46 8.76 7.94 8.00
IBM 8.16
5 10 7.68 7.59 8.24 8.73 8.84 8.03 7.98
8. Customization - Outsourcing products and process services are customized to meet the unique needs of specific client purpose,
processes and models. Little resistance to changing performance measurements clients’ needs vary.


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