top legacy migration ito vendors
TRANSCRIPT
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Top Legacy Migration ITO Vendors Published 03/2010
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied Page 1
THE BLACK BOOK OF OUTSOURCING 2009 SURVEY
Top Legacy Migration ITO Vendors
Publication Date: March 2010
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Table of Contents
Top Legacy Migration ITO Vendors Published 03/2010
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied Page 2
TABLE OF CONTENTS
INTRODUCTION 5Legacy migration outsourcing 5
SUMMARY 8Survey overview 8Key findings 8
BLACK BOOK METHODOLOGY 9How the data sets are collected 9Understanding the statistical confidence of Black Book data 9Who participates in the Black Book ranking process 10Legacy migration ITO vendor rankings and results, 2009 10
PREDICTED LEGACY MIGRATION ITO GROWTH THROUGH 201012 11TOP 20 LEGACY MIGRATION ITO VENDORS 12
NDIVIDUAL KEY PERFORMANCE 16APPENDIX 35
Orbys consulting 35Disclaimer 35
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TABLE OF FIGURES
Figure 1: Key to raw scores 13Figure 2: Color-coded stop light dashboard scoring key 13Figure 3: Raw score compilation and scale of reference 14Figure 4: Scoring key 15
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TABLE OF TABLES
Table 1: How useful are your companys existing systems in helping you reach your strategicgoals? 6
Table 2: If you are currently migrating or planning to migrate any of your current systems in thenext year, what are the main reasons? 7
Table 3: What are your top outsourced technology priorities for 2011? 7Table 4: Highest anticipated growth industries for outsourced legacy migration outsourcing
initiatives in the mid-market space 11Table 5: Top 20 ITO vendors 12Table 6: ITO vendors - raw scores 2009 16Table 7: Vendor overall preference/vertical industry recommendations 17Table 8: Innovation 18Table 9: Training 19Table 10: Client relationships and cultural fit 20Table 11: Trust 21Table 12: Breadth of offerings, client types, delivery excellence 22Table 13: Deployment and outsourcing implementation 23Table 14:
Customization 24
Table 15: Integration and interfaces 25Table 16: Scalability, client adaptability, flexible pricing 26Table 17: Compensation and employee performance 27Table 18: Reliability 28Table 19: Brand image and marketing communications 29Table 20: Marginal value adds 30Table 21: Viability 31Table 22: Data security and backup services 32Table 23: Support and customer care 33Table 24: Best of breed technology and process improvement 34
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Introduction
Top Legacy Migration ITO Vendors Published 03/2010
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied Page 5
INTRODUCTION
Each year, the Brown-Wilson Group and Black Book Research undertake an annual survey into organizations' satisfaction
with their outsourcing service providers.
This research is recognized as the most extensive and representative perception study of outsourcing vendors, validated
by over 26,000 respondents from service users around the globe.
Over 140 functions and sectors are investigated to determine best fit vendors with industry specifications.
Of these, the IT industry is ultimately the most complex in terms of needs, client essentials, data demands, regulation,
legislation, revenue models, market sizes, geographies, core and non-care functions, and outsourcing niche vendors.
The marketplace results of this comprehensive research study are used by:
Current ITO clients, to compare other users experiences with similar and competitive industry vendors in the
midmarket space.
Prospective outsourcing clients, to long-list vendors in the request for information (RFI) stages or contrast final-cut
vendors in selection stages.
Investors, venture capital firm, analysts, advisors and bankers when making financing decisions.
Media and press, to recognize IT industry outsourcing trends as collected from client ballots.
Most service providers, to inform their go-to-market strategies, assess their perceived strengths and weaknesses,
educate their staff, communicate to a wider market, and fine-tune their improvement and marketing position programs.
The end-user groups that participate use the data as a tool to benchmark their own satisfaction compared to that of other IT
service providers. The data also provide them with the opportunity to understand the perceived strengths and weaknesses
of their service providers compared to the market at large.
Legacy migration outsourcing
In today's dynamic business environment, it is critical to know when to adopt new technology and when to keep current
applications in place. The challenge is to understand when doing business in the current environment has become more
painful than the task of migrating to a new environment. Legacy migration is an opportunity to align business processes
more closely with new IT capabilities.
With the appearance of new applications, standards and technologies, old ones become out of date. Therefore, every
organization's prime concern is moving their data and content into the new or upcoming environment.
The scope of the migration can vary: porting of application migration and service-oriented architecture (SOA), database
migration, technology and platform migration (third-generation programming language code, user interface and
middleware), database conversion, web-enabling, or turnkey migration to a new operating system (OS) or platform.
Key legacy migration terminology
Integration connecting business processes, data and applications across information architectures.
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Introduction
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The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied Page 6
Modernization analysis, improvement, redesign and reuse of existing software systems to meet changing
information requirements.
Reverse engineering the process of analyzing systems to identify components and interrelationships, and create
representations in another form or a higher level of abstraction.
Reuse the practice of employing the same logical or physical components within an information architecture to
reduce redundancy and facilitate change.
Architecture-driven modernization (ADM) the process of understanding and evolving existing software assets.
Modernization starts when existing practices fail to deliver against business objectives.
Key components of systems transformation
Migration assessment application rationalization, inventory identification, migration strategy definition, migration
roadmap definition, optional proof-of-concept (POC).
Application porting porting an application to a new OS or database.
Application upgrade (within same operating environment) language version, OS version, database version,
integrated development environment (IDE)/tools version, product scripting.
Application re-engineering for new or improved business functionality and operation reverse engineering,
POC (recommended), partial or full redevelopment, warranty support, optional maintenance support.
Data migration: schema translation, data migration, data cleansing.
Technology migration language migration, OS migration, database migration, user interface migration.
Table 1: How useful are your companys existing systems in helping you reach your strategic goals?
Very useful/somewhat useful 10.1%
Somewhat limiting/very limiting 89.8%
Source: The Black Book of Outsourcing
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Introduction
Top Legacy Migration ITO Vendors Published 03/2010
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied Page 7
Table 2: If you are currently migrating or planning to migrate any of your current systems in the next year,
what are the main reasons?
Outsourcing vendor has made process more affordable 80.4%
Outsourcing vendor has made process less complicated for client 74.5%
Existing systems cant support business processes 65.4%
New systems will be more cost effective after implementation 55.6%
New strategic goals 50.1%
New systems will make company more productive 41.6%
Existing systems provide poor interoperability 40.9%
Staff unable to maintain existing systems 32.0%
Finally have budgeted funds to complete migration 11.3%
Existing system too unreliable 10.8%
Source: The Black Book of Outsourcing
Table 3: What are your top outsourced technology priorities for 2011?
Service orientated architectures and transformation 46.7%
Security 43.2%
Legacy application modernization 14.5%
Business intelligence and data warehousing applications 14.4%
Collaboration technologies 7.2%
Unsure 2.4%
Source: The Black Book of Outsourcing
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Summary
Top Legacy Migration ITO Vendors Published 03/2010
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied Page 8
SUMMARY
Survey overview
In 2009, the Black Book ITO legacy migration, systems transformation and IT modernization user survey investigated the
customer experience of nearly 400 corporate and organizational decision-makers and influencers.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored for each
respective vendor by client type and ranked on a 010 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Customization, client adaptability, reliability and interfaces/integrations are the most important attributes influencing legacy
migration ITO clients' satisfaction with their providers.
Key finding: legacy migration outsourcing vendor dissatisfaction is rare among the top ITO providers
Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.9% of the top ITOs.
US clients are among the most satisfied with comprehensive vendors that offer migration services. Strong dissatisfaction
with offshore outsourcing vendors was expressed by less than 6.0% of all surveyed clients with 2009 projects.
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Predicted Legacy Migration ITO Growth through201012
Top Legacy Migration ITO Vendors Published 03/2010
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PREDICTED LEGACY MIGRATION ITO GROWTH THROUGH 201012
Table 4: Highest anticipated growth industries for outsourced legacy migration outsourcing initiatives inthe mid-market space
Industry
CY201012 budgeted/anticipated budgeting ITOinitiatives
Add-ons New
Energy 48.2% 32.1%
Healthcare 40.8% 38.9%
Government 35.1% 16.9%
Banking and capital markets 33.7% 29.0%
Technology 29.6% 45.2%
Hospitality and gaming 21.5% 27.7%
Logistics and distribution 20.6% 60.0%
Source: The Black Book of Outsourcing
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Top 20 Legacy Migration ITO Vendors
Top Legacy Migration ITO Vendors Published 03/2010
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TOP 20 LEGACY MIGRATION ITO VENDORS
Table 5: Top 20 ITO vendors
2009 rank ITO vendor
1 UST Global
2 IBM Global
3 Cognizant
4 Hewlett Packard
5 Larsen & Toubro
6 Unisys
7 Capgemini
8 Fujitsu
9 Orange Business Services
10 Clerity Solutions
11 HCL Technologies
12 Accenture
13 Wipro Infocrossing
14 Tata Consultancy Services
15 MajescoMastek
16 Tiburon Technologies
17 Logica
18 Atos Origin
19 Hitachi
20 Ebosys
Source: The Black Book of Outsourcing
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Stop Light Scoring Key
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
Figure 1: Key to raw scores
0.005.79 5.807.32 7.338.70
Deal breakingdissatisfaction
Does not meet expectations
Cannot recommend vendor
Neutral
Does not meet expectationsconsistently
Would not likely recommendvendor
Satisfactoryperformance
Meets expectations
Recommendsvendor
Overwh
Exce
Highly re
Source: The Black Book of Outsourcing
Figure 2: Color-coded stop light dashboard scoring key
Green (top 10%) scores better than 90% of legacy migration ITO vendors. Green coded vendors have received constantly highest cli
8.71 +
Clear (top 33%) scores better than 67% of legacy migration ITO vendors. Well-scored vendors which have middle of the p
7.33 to 8.70
Yellow scores better than half of legacy migration ITO vendors. Cautionary performance scores, areas of improvement
5.80 to 7.32
Red scores worse than 66% of legacy migration ITO vendors. Poor performances reported potential cause for contract ca
Less than 5.79
Source: The Black Book of Outsourcing
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Stop Light Scoring Key
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
Figure 3: Raw score compilation and scale of reference
Black Book raw score scales
0 = Deal breaking dissatisfaction ___ 10 = Exceeds all expectations
Source: The Black Book of Outsourcing
Individual vendors can be examined by specific indicators on each of the main functions of legacy migration ITO vendors, as well as group
subset are contained so that each vendor may be collectively analyzed by function and end-to-end services.
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Stop Light Scoring Key
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
O
Overall rank this rank references the final position of all 18 criteria averaged by the mean score collectively. This vendor ranked fifth
Criteria rank refers to the number of the question or criteria surveyed. This is the sixth question of the 18 criteria of which this ven
positioned only on this particular criteria or question.
Company name of the outsourcing vendor.
Subsections each subset comprises one-third of the total vendor mean at the end of this row, and includes all buyers and users wh
service subsection with the supplier, specific to their enterprise.
Mean congruent with the criteria rank, the mean is a calculation of all seven subsets of functions surveyed. As a final ranking refere
sizes and geographies.
Figure 4: Scoring key
Overallrank
Q6 rank Vendor Application migrationand SOA
Data migrationTechnology and
platform migrationTurnk
5 1 Legacy ITO Inc 6.14 5.80 7.44
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
1. Vendor overall preference/vertical industry recommendations
Vendor achieves the overall preference for expertise, appreciation and insight within the clients respective vertical. Organizational structu
and stakeholders in this industry. The client is overwhelmingly likely to recommend the vendor for an outsourcing engagement for same vert
Table 7: Vendor overall preference/vertical industry recommendations
Overall rank Q1Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
1 1 UST Global 10.00 9.56 9.93
3 2 Cognizant 9.71 9.58 9.69
2 3 IBM Global 9.02 9.69 8.74
6 4 Unisys 9.47 9.61 8.73
4 5 Hewlett Packard 9.62 9.29 8.52
5 6 Larsen & Toubro 9.48 8.14 9.01
9 7 Orange Business Services 9.22 9.19 8.28
7 8 Capgemini 8.79 7.44 9.16
11 9 HCL Technologies 9.27 8.78 7.58
10 10 Clerity Solutions 9.29 7.53 8.4
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
2. Innovation
Customers are also continuing to push the envelope for further enhancements to which the vendor is responsive. Clients also believe that
compete more effectively, generate larger revenues and profits and cut their overhead in ways that were difficult or impossible to accomplis
Table 8: Innovation
Overall rank Q2Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
3 1 Cognizant 9.90 10.00 9.29
2 2 IBM Global 9.95 9.89 9.20
5 3 Larsen & Toubro 9.22 9.65 9.49
1 4 UST Global 9.30 9.27 10.00
10 5 Clerity Solutions 9.19 9.74 9.39
12 6 Accenture 9.38 9.43 8.72
6 7 Unisys 9.53 9.49 8.35
9 8 Orange Business Services 9.22 9.24 9.09
7 9 Capgemini 9.58 8.89 7.98
11 10 HCL Technologies 9.34 9.21 7.81
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
3. Training
Outsourcing leadership provides significant and meaningful training opportunities for employees and client staff. Leadership strives to dev
customer servicing consultant employees, in particular.
Table 9: Training
Overall rank Q3Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
2 1 IBM Global 9.80 9.88 9.35
1 2 UST Global 9.68 9.25 9.92
3 3 Cognizant 9.27 9.57 8.52
4 4 Hewlett Packard 9.65 9.02 8.39
7 5 Capgemini 9.19 9.71 8.25
12 6 Accenture 9.40 9.35 8.08
5 7 Larsen & Toubro 9.12 9.18 9.44
6 8 Unisys 8.93 9.10 8.41
16 9 Tiburon Technologies 9.35 8.75 8.55
10 Kelly HR 8.99 8.86 7.89
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
4. Client relationships and cultural fit
Outsourcing leadership honors customer relationships highly. The relationship with the vendor elevates the customer reputation. Improvin
priority of the supplier. Governance of engagement is neither complex for buyer nor does it require regular vendor management attention.
issues. There are no culture clashes or misfits that threaten the relationships success or clients satisfaction.
Table 10: Client relationships and cultural fit
Overall rank Q4Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
1
1
UST Global
9.73 9.82 9.86 2 2 IBM Global 9.83 9.88 9.25
4 3 Hewlett Packard 9.36 9.08 8.79
3 4 Cognizant 9.00 9.59 8.22
11 5 HCL Technologies 9.29 9.35 8.58
7 6 Capgemini 9.22 9.80 8.07
8 7 Fujitsu 8.97 9.05 8.67
5 8 Larsen & Toubro 8.52 9.24 8.51
6 9 Unisys 9.86 9.32 7.99
9 10 Orange Business Services 8.00 8.89 9.15
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
5. Trust
Trust in enterprise reputation is important to current clients as well as prospective ones. Client possesses an understanding that its outsour
and resources to effectively deliver the desired business results, based on its industry reputation and past performance.
Table 11: Trust
Overall rank Q5Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
2 1 IBM Global 9.86 9.72 9.28
1 2 UST Global 9.70 9.56 9.85
7 3 Capgemini 9.68 9.27 9.25
9 4 Orange Business Services 9.98 9.23 9.01
4 5 Hewlett Packard 8.95 9.75 8.66
10 6 Clerity Solutions 9.47 9.40 8.59
3 7 Cognizant 9.62 9.25 8.27
8 8 Fujitsu 9.00 9.01 8.62
5 9 Larsen & Toubro 9.64 9.37 8.04
6 10 Unisys 8.52 9.29 8.32
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
6. Breadth of offerings, client types, delivery excellence
Industry recognized horizontal functionality and vertical industry applications to manage bundled services. Vendor routinely drives operatio
the areas they affect. Comprehensive offerings are constructed to meet the unique needs of the clients initiatives.
Table 12: Breadth of offerings, client types, delivery excellence
Overall rank Q6Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
1 1 UST Global 9.99 10.00 10.00
4 2 Hewlett Packard 9.42 10.00 9.30
5 3 Larsen & Toubro 9.71 9.69 9.29
6 4 Unisys 9.61 9.78 8.68
7 5 Capgemini 9.43 9.61 9.14
12 6 Accenture 9.82 9.73 8.75
3 7 Cognizant 9.89 9.74 8.29
2 8 IBM Global 9.43 9.30 8.72
8 9 Fujitsu 9.15 8.92 8.44
10 10 Clerity Solutions 9.27 9.40 8.20
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
7. Deployment and outsourcing implementation
Faster deployments. Outsourced solutions eliminate excessive buyer supervision over vendor implementations. Minimized need for con
highly astute vendor staff. Vendor overcomes implementation obstacles and challenges effectively. Technical, organizational and cult
professionally and punctually. Implementation time exceeds expectations.
Table 13: Deployment and outsourcing implementation
Overall rank Q7Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
7
1
Capgemini
9.73 10.00 8.95 1 2 UST Global 9.72 9.56 9.90
2 3 IBM Global 9.42 9.39 8.87
4 4 Hewlett Packard 9.22 9.04 8.52
9 5 Orange Business Services 9.05 9.49 8.39
3 6 Cognizant 9.65 8.89 8.37
5 7 Larsen & Toubro 9.14 9.60 8.18
13 8 Wipro Infocrossing 8.92 9.16 7.19
6 9 Unisys 9.61 9.44 7.30
15 10 MajescoMastek 8.62 8.98 7.10
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
8. Customization
Products and process services are customized to meet the unique needs of specific client purposes, processes and models. Little
performance measurements, as clients needs vary. Extraordinary efforts are made to adapt and convert client special needs into wor
considerations.
Table 14: Customization
Overall rank Q8Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
4 1 Hewlett Packard 9.62 9.80 9.43
2 2 IBM Global 9.94 9.93 8.99
1 3 UST Global 9.75 9.45 9.65
10 4 Clerity Solutions 9.39 9.62 9.21
8 5 Fujitsu 9.42 9.50 8.58
6 6 Unisys 9.69 9.38 8.39
3 7 Cognizant 9.25 9.06 7.10
14 8 Tata Consultancy Services 8.82 8.99 8.21
11 9 HCL Technologies 9.33 9.08 7.47
13 10 Wipro Infocrossing 8.40 9.22 7.73
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
9. Integration and interfaces
Managed vendor supports interfaces so that information can be shared between necessary applications. Solutions are easily integrat
interfaces to legacy applications are performed as required for optimal functioning. Human integration and interface activities are admini
learning expertise is evidenced by execution and orchestration of multiple programming and training products, services and systems.
Table 15: Integration and interfaces
Overall rank Q9Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
2 1 IBM Global 9.85 9.92 9.29
1 2 UST Global 9.40 9.95 9.71
3 3 Cognizant 9.30 9.25 8.83
4 4 Hewlett Packard 9.49 9.45 9.12
9 5 Orange Business Services 9.25 9.36 9.13
7 6 Capgemini 9.74 9.58 8.32
5 7 Larsen & Toubro 9.21 9.69 8.44
14 8 Tata Consultancy Services 9.39 8.73 8.05
16 9 Tiburon Technologies 8.99 8.55 8.30
12 10 Accenture 8.36 8.85 7.78
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
10. Scalability, client adaptability, flexible pricing
Services and solutions vendor provides flexible outsourcing pricing allowing the client to choose and pay for the precise functionality
infrastructure and has the ability to provide services to enterprise organizations. IT products and services meet the changing and varied nee
Table 16: Scalability, client adaptability, flexible pricing
Overall rank Q10Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
1 1 UST Global 10.00 10.00 10.00
6 2 Unisys 9.70 9.65 9.28
3 3 Cognizant 9.33 9.59 8.82
10 4 Clerity Solutions 9.54 9.02 8.30
7 5 Capgemini 9.22 9.77 8.53
4 6 Hewlett Packard 9.19 9.15 8.68
2 7 IBM Global 9.38 9.47 7.80
9 8 Orange Business Services 8.80 9.36 7.82
8 9 Fujitsu 9.22 8.81 8.05
11 10 HCL Technologies 9.17 9.11 8.13
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
11. Compensation and employee performance
Vendor is focused on building and developing a strong employee team of producers. Employees act like owners/leaders. Company is
Implications of the contractor mentality are minimized. Vendor is using effective tools to tie performance metrics to compensation policy
resources-related criteria are scored from the c lient perspective on this indicator.
Table 17: Compensation and employee performance
Overall rank Q11Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
1
1
UST Global
9.94 9.77 9.83 14 2 Tata Consultancy Services 9.66 9.42 9.12
2 3 IBM Global 9.53 9.87 8.90
5 4 Larsen & Toubro 9.25 9.45 8.78
9 5 Orange Business Services 9.14 8.85 8.65
3 6 Cognizant 9.26 8.72 7.68
6 7 Unisys 9.51 9.42 8.01
4 8 Hewlett Packard 8.90 9.26 7.59
8 9 Fujitsu 9.01 8.75 8.09
15 10 MajescoMastek 8.83 8.79 8.30
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
12. Reliability
Services supplier meets agreed terms as evidenced by routine, acceptable service level reporting and industry expectations. Depth and bre
in meeting client needs. Online reliability is maximized and outages/downtimes are minimized. Solid product and outsourcing service capa
levels are consistently met as agreed. Services and support response is maximized by vendor team.
Table 18: Reliability
Overall rank Q12Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
1
1
UST Global
9.78 9.89 10.00 10 2 Clerity Solutions 9.47 9.97 9.25
5 3 Larsen & Toubro 9.50 10.00 9.20
3 4 Cognizant 9.26 9.29 9.29
6 5 Unisys 9.63 9.70 9.28
8 6 Fujitsu 9.03 9.47 8.93
4 7 Hewlett Packard 9.59 9.29 8.86
2 8 IBM Global 8.92 9.74 8.55
12 9 Accenture 9.18 9.01 7.77
17 10 Logica 8.33 8.98 8.27
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
13. Brand image and marketing communications
The outsourcing vendors human resources outcomes are accurately and appropriately represented via service deliverables. Image is
presentations and proposals are delivered upon and corporate integrity/honesty in marketing and business development are highly value
upheld top-down consistently. Maintains high image and reputation so that customer, manufacturers, multinationals and other buyers o
vendor representatives as client team members. High level of relevant client communications enhances relationship.
Table 19: Brand image and marketing communications
Overall rank Q13
Criteriarank
Company Application migration and
SOA Data migration
Technology and platform
migration
1 1 UST Global 10.00 9.79 10.00
2 2 IBM Global 9.93 10.00 9.57
13 3 Wipro Infocrossing 9.52 9.65 9.13
5 4 Larsen & Toubro 9.40 9.00 9.84
16 5 Tiburon Technologies 9.39 9.59 9.12
6 6 Unisys 9.68 9.74 8.61
7 7 Capgemini 9.25 9.44 8.79
4 8 Hewlett Packard 9.60 9.15 8.42
8 9 Fujitsu 9.19 9.12 8.19
3 10 Cognizant 8.49 9.38 8.88
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
14. Marginal value adds
Outsourced vendors' cost savings are realized as generally estimated and not over-positioned or over/underestimated in ways that affec
expectations such as decreases in firm process handling and support staff are realized. Buyers publishing support costs are reduced signif
industry outsourcing partner in cost savings management initiatives and creative programs through bundled product design outsourc
opportunities to buyer and opportunities for top line contributions.
Table 20: Marginal value adds
Overall rank Q14Criteria
rank
Company Application migration and
SOA
Data migrationTechnology and platform
migration1 1 UST Global 9.86 9.85 10.00
2 2 IBM Global 9.92 9.52 9.25
4 3 Hewlett Packard 9.90 9.98 8.93
8 4 Fujitsu 9.22 9.71 9.00
9 5 Orange Business Services 9.10 9.15 8.36
3 6 Cognizant 9.11 8.30 9.11
6 7 Unisys 9.69 9.35 8.09
7 8 Capgemini 8.40 9.12 8.59
18 9 Atos Origin 8.03 9.09 8.29
13 10 Wipro Infocrossing 8.27 8.91 8.21
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
15. Viability
Vendors viability, employee turnover, financial stability and/or cultural mismatches do not threaten relationship. This outsourcing vendor ta
problems among service providers and the client as well. Senior management and the board exemplify strong leadership principals to stew
in particular.
Table 21: Viability
Overall rank Q15Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
3
1 Cognizant 9.32 9.54 9.37 1 2 UST Global 9.58 9.42 9.89
2 3 IBM Global 9.37 9.18 9.03
5 4 Larsen & Toubro 9.39 9.28 8.27
8 5 Fujitsu 8.70 8.95 8.14
11 6 HCL Technologies 9.25 8.34 7.99
12 7 Accenture 8.93 8.80 8.01
6 8 Unisys 8.75 7.98 8.95
10 9 Clerity Solutions 8.79 8.47 8.09
17 10 Logica 8.23 9.39 7.70
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
16. Data security and backup services
In order to provide secure and constantly dependable service offerings for corporate product development entities, an outsourcing vendor h
data back-up services. In some cases, you may find the vendors service in these two areas superior to the security and back-up system in y
Table 22: Data security and backup services
Overall rank Q16Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
3 1 Cognizant 9.26 9.66 9.65
1 2 UST Global 9.49 9.30 9.50
5 3 Larsen & Toubro 9.69 9.70 8.68
8 4 Fujitsu 9.57 9.43 8.58
6 5 Unisys 8.74 9.90 9.53
2 6 IBM Global 9.05 9.23 9.37
19 7 Hitachi 8.99 9.20 9.50
4 8 Hewlett Packard 8.79 8.62 8.89
12 9 Accenture 8.91 7.79 8.30
7 10 Capgemini 8.01 8.29 7.92
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
17. Support and customer care
Account management leadership provides an adequate amount of onsite administration and support to clients. There exists a formal outso
program that meets client needs among suppliers for the customer. Vendor evidences successful management strategies services desig
reference this vendor as a services leader and top producer correctly. Customer services and relationship satisfaction is manifested through
and newest customers.
Table 23: Support and customer care
Overall rank Q17
Criteriarank
Company Application migration and
SOA Data migration
Technology and platform
migration
1 1 UST Global 9.73 9.57 10.00
2 2 IBM Global 9.68 9.70 9.27
12 3 Accenture 9.92 9.73 9.36
5 4 Larsen & Toubro 9.41 9.54 9.29
3 5 Cognizant 9.10 9.02 9.89
9 6 Orange Business Services 9.15 9.63 9.00
8 7 Fujitsu 8.98 9.40 8.75
10 8 Clerity Solutions 9.08 9.43 8.57
13 9 Wipro Infocrossing 9.33 9.36 8.42
6 10 Unisys 9.56 9.01 8.18
Source: The Black Book of Outsourcing
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Individual Key Performance
Top Legacy Migration ITO Vendors
The Black Book of Outsourcing. This report is a licensed product and is not to be photocopied
18. Best of breed technology and process improvement
Management and related technology services are considered best of breed. Vendor technology elevates customers via capabilities, equip
staff, leadership, quality assurance and innovative initiatives. Services are delivered at or above current/former in-house service levels.
Table 24: Best of breed technology and process improvement
Overall rank Q18Criteria
rank
Company Application migration andSOA
Data migrationTechnology and platform
migration
1 1 UST Global 9.47 9.91 9.95
2 2 IBM Global 9.66 9.80 9.28
5 3 Larsen & Toubro 9.25 9.26 8.97
3 4 Cognizant 8.86 8.44 8.48
7 5 Capgemini 9.37 9.50 8.14
4 6 Hewlett Packard 8.77 8.76 8.94
6 7 Unisys 9.58 9.31 8.39
8 8 Fujitsu 9.02 9.13 8.22
9 9 Orange Business Services 9.26 8.89 9.02
10 10 Clerity Solutions 8.84 8.57 7.58
Source: The Black Book of Outsourcing
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Appendix
APPENDIX
Orbys consulting
We hope that the data and analysis in this report will help you make informed and imaginative business decisions. If you
have further requirements, the Orbys consulting team may be able to help you. For more information about Orbys'
consulting capabilities, please contact us directly at [email protected].
Disclaimer
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(electronic, mechanical, photocopying, recording or otherwise), without the prior permission of the publisher, The Black
Book of Outsourcing.
The facts of this report are believed to be correct at the time of publication but cannot be guaranteed. Please note that the
findings, conclusions and recommendations that the Black Book of Outsourcing delivers will be based on information
gathered in good faith from both primary and secondary sources, whose accuracy we are not always in a position to
guarantee. As such, The Black Book of Outsourcing can accept no liability whatever for actions taken based on any
information that may subsequently prove to be incorrect.