www.TheBlackBookOfOutsourcing.
com
Copyright 2008
All Rights Reserved.
Brown-Wilson Group
The Black Book of Outsourcing®
www.TheBlackBookOfOutsourcing.com
Brown-Wilson Group annually evaluates leading global
outsourcing service providers across 18 operational
excellence key performance indicators completely from
the perspective of the client experience.
Independent and unbiased from vendors influence,
over 400,000 global outsourcing users are invited to
participate. Suppliers also encourage their clients to
participate to produce current and objective customer
service data for buyers, analysts, investors,
consultants,
competitive suppliers and the media. Additionally,
Outsourcing Advisors and Consultants are evaluated
on 20 advisor-unique key performance indicators
simultaneously.
For information on hard-copy or electronic reprints of
The 2008 State of the Outsourcing Industry Report,
please contact the Client Resource Center at
+1 727.784.6689 or vijay.j@brown-wilson.com
© 2008 Brown-Wilson Group All Rights Reserved.
Reproduction of this publication in any form without
prior written permission is forbidden. The information
contained herein has been obtained from sources
believed to be reliable. Brown-Wilson Group disclaims
all warranties as to the accuracy, completeness or
adequacy of such information. Brown-Wilson Group
shall have no liability for errors, omissions or
inadequacies in the information contained herein or for
interpretations thereof. The reader assumes sole
responsibility for the selection of these materials to
achieve its intended results. The opinions expressed
herein are subject to change without notice.
Brown-Wilson Group's unrivaled objectivity and
credibility is perhaps your greatest assurance. At a
time when alliances between major consultancies and
suppliers have clouded the landscape, Brown-Wilson
Group remains resolutely independent. We have no
incentive to recommend specific outsourcing vendors
or advisors. Our only allegiance is to help you achieve
the results you want with the best possible solution.
The Black Book of Outsourcing: How to Manage the
Changes, Challenges and Opportunities, published by
John Wiley & Sons Publishers, Inc. is the bestselling
management book, available in its second edition
in June 2008 in four languages around the world,
every where books are sold.
www.TheBlackBookOfOutsourcing.com

CONTENTS
Introduction 2

Summary of Results 7

Overall Top Performers 9

Methodology & Overview 14

PART ONE 16
Ranking of ITO Infrastructure Vendors
by Service Line

APPLICATIONS MONITORING
HELP DESK SERVICES
DATA CENTER SERVICES
DESK TOP SUPPORT
STORAGE & SERVERS
LAN WAN NETWORK MANAGEMENT
SECURITY & DISASTER SERVICES
Information Technology Outsourcing:
INFRASTRUCTURE-AS-A-SERVICE &
CLOUD COMPUTING TOP INFRASTRUCTURE
MANAGEMENT
REMOTE INFRASTRUCTURE
MANAGEMENT OUTSOURCING OUTSOURCING VENDORS
PART TWO 31 An Analysis of the Top Ranked ITO
Ranking of Enterprise Management Solutions/
ITO INFRASTRUCTURE Infrastructure Vendors servicing all
TIER I VENDORS verticals

PART THREE 54
Ranking of
ITO INFRASTRUCTURE
MID TIER VENDORS

PART FOUR 77
Ranking of
REMOTE INFRASTRUCTURE
MANAGEMENT OUTSOURCING
VENDORS
www.TheBlackBookOfOutsourcing.com
Introduction
Each year, Brown-Wilson Group and Black Book
Research undertakes an annual survey into
organizations’ satisfaction with their outsourcing
service providers.
These research results are recognized as the
most extensive and representative perception
study of outsourcing vendors, validated by over
24,000 respondents from service users around the
globe.
The results from the Information Technology
Infrastructure Outsourcing client survey subset is
among the most requested of all Black Book
reports.
The current $520B infrastructure management
services industry – that manages an enterprises
core IT systems, including hardware, software,
connectivity and people – could become as
important as the Application Development and
Maintenance (ADM) and Business Process
Offshoring (BPO) industries that have dominated
the rise of offshoring in the last decade. The
infrastructure outsourcing industry is moving
towards a remote delivery model where services
are increasing delivered by vendors and captives
from low-cost locations.
The marketplace results of this comprehensive
research study, are used by
▪ Current outsourcing clients to compare
other users’ experiences with similar and
competitive ITO vendors;
▪ Prospective outsourcing clients to long list
vendors in the RFI stages, or contrast final
cut vendors in selection stages;
▪ Investors, venture capital firm, analysts,
advisors and bankers in making financing
decisions;
▪ Media and press to recognize industry
outsourcing trends as collected from client
ballots; and
▪ Most Service Providers to inform their go-
to-market strategies, assess their perceived
strengths and weaknesses, educate their
staffs, 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 ITO infrastructure
service providers. It also provides them with the
opportunity to understand the perceived strengths
and weaknesses of their service providers
compared to the market at large.
76% of 9300 “Black Book”-surveyed
companies outsourced some portion of their IT
infrastructure in 2008. 93% expect to
outsource IT infrastructure in 2009, of which
89% have it budgeted.
This report highlights those service vendors which
have significantly exceeded client experience
expectations, and outlines the IT services provider
opportunity in the market for infrastructure
outsourcing and managed services. It identifies
broad trends in the core areas of enterprise
infrastructure covering networking, hosting,
storage, security, desktop and maintenance/break-
fix services led by exceptionally well performing
infrastructure suppliers.
Handing over activities such as email, Web
hosting, network management and service desk to
a third-party provider can minimize internal
headaches and maximize an IT department’s
ability to focus on core competencies.
Nevertheless, there’s nothing routine about IT-
infrastructure outsourcing.
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IT Infrastructure Outsourcing enables businesses
to maintain a competitive edge. C-level executives
rely on strategic initiatives to take their business to
the next level.
Infrastructure Management Outsourcing is an
emerging trend in the otherwise mature
Infrastructure Outsourcing market. IMO can be an
enabler of the asset-light approach to IT
transformation, presenting a viable alternative to
the traditional IO model.
The reasons that companies opt to outsource their
infrastructure vary greatly, from reducing head
count to increasing service availability. In fact,
drivers often correlate with a company’s size and
scope. Large market organizations need to
provide some level of 24/7 infrastructure services,
and that’s often well beyond their current staffing
capacities, hence seeking value through
outsourcing.
Other companies turn to IT-infrastructure
outsourcing to gain access to scarce skills and
resources. Furthermore, recruiting employees
with such skills can be a time-consuming and
costly endeavor.
More companies also seek to convert fixed IT
costs into variable costs. Whether a business is in
the throes of rapid growth or is being forced to
scale back rapidly, outsourcing allows a company
to pay for only those services that it requires, as
well as add and subtract services on an as-
needed basis. With outsourcing IT infrastructure,
companies can rely on a pay-on-demand model
until they reach a tipping point to determine
whether or not to invest in house or continue to
outsource.
That’s not to suggest, however, that IT-
infrastructure outsourcing is a panacea. Rather,
the error threshold for estimating IT outsourcing
cost savings ranges from 30 to 60 percent.
The variability of error in estimating IT
Infrastructure outsourcing savings is the
largest cause of dissatisfaction with
infrastructure outsourcing more than anything
else. Hands-on dissatisfaction with reliability
and security issues are a far second.
Companies really have to be targeting a minimum
savings of at least 15 or 20 percent going into an
outsourcing arrangement to see value.
There are ways, however, in which companies can
maximize the value derived from infrastructure
outsourcing. Spending anywhere from 6 to 18
months evaluating your company’s end -to-end IT
processes and discovering their strengths, gaps,
costs and key requirements can be undertaken in
house or through outsourcing advisors.
Outsourcing a company’s IT infrastructure is a
very expensive proposition. In no other area of an
enterprise would you spend millions of dollars
without significant due diligence.
As companies mature in their use of IT, they
progress from farming out just their hardware
support to include network and desktop
management as well.
The progression not only shows that organizations
are seeking out greater relationship depth offered
by network and desktop outsourcing, but also
signifies the general shift toward more
sophisticated engagements with external IT
service providers.
Infrastructure Outsourcing Solutions keep your
entire end-to-end heterogeneous environment up
and running—while transforming infrastructure and
operations management practices to:
- Create streamlined, lower-cost
environments
- Free capital for business and IT innovation
- Improve security, continuity, compliance
and resource utilization
- Deliver agreed-upon service levels at
predictable costs, and
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- Tap into new skills and expertise as
needed.
The Remote Infrastructure Management
Outsourcing (RIMO) market from the US is likely
to exceed $8 billion over the next five years. The
RIMO market, an emerging Infrastructure
outsourcing (IO) model, is growing at 60 to 70
percent and traditional model of IO will start to
show declining trend.
A shift toward asset-light deals in both RIMO and
traditional models will result in revenue deflation
as assets start getting excluded from the scope of
IO engagements.
REMOTE INFRASTRUCTURE MANAGEMENT
OUTSOURCING
Three RIMO multi-sourcing collaborative sourcing
models are emerging:
Selective/Discreet RIMO, where a set of
functions and processes is set aside for remote
management. That means, for example, that
functions such as help desk or data center may be
retained by the customer while their monitoring
and management is outsourced. This is the best
way for most IT executives to get started with
RIMO regardless of company size because it
involves the least risk: if the first RIMO
arrangement does not work, it does not jeopardize
the company’s entire IT infrastructure. It also
embodies the real promise of RIMO in that the
company can outsource pieces of the IT
infrastructure to different providers based on their
relative capabilities and offers.
Full-service RIMO encompasses outsourced
services but the buying company retains the
assets and the physical data center. Decisions
around full-service outsourcing depend on
business case and strategic drivers such as asset
refresh and data center consolidation. This
scenario is ideal for those companies with the
largest embedded base of both IT investment and
in-house experience with regard to the equipment
itself, but little capability and expertise in
application management. This is a good model for
nearly all Tier 1 organizations.
Vendor-managed inventory (a.k.a. business-
ready infrastructure or BRI), where assets are
largely owned by the RIMO provider. BRI
combines certified, on-demand application
infrastructures and offshore-based services to
create a predictable, pay-per-use, multi-year
service model and a platform for SaaS that is ideal
for the SMB market. RIM is a mission critical
service requiring sophisticated tools and reflects
high customer confidence and relationships. By
increasing RIM services the Indian IT industry is
moving towards becoming a fully integrated
service provider.
Vendors and captives in low-cost locations have
captured a mere $6-7 billion of this opportunity.
This coupled with the fact that 70-75 percent of
infrastructure management roles can be
outsourced, suggests that this could be a new
frontier for growth.
It has been estimated by research groups that
as an independent global industry, RIM could
realize $25 Billion in revenues by 2013.
The majority of growth is likely to come from
offshoring midrange services, and network towers,
likely to account for approximately 70 percent of
the overall opportunity during this time.
In terms of industries, the banking, financial
services and insurance industries will lead this
growth followed by the telecommunications,
healthcare, government, education (higher & K-
12), and manufacturing industries.
India is once again, well positioned to capture a
disproportionate share of this growth by 2013.
About $15B of the global $25B spend and 300,000
to 400,000 newly created jobs await India. Given
its leadership in IT and BPO, India has a
substantial head-start over other low-cost
destinations. India-based vendors have increasing
scale and maturity, deep customer relationships,
access to sound technical infrastructure, and
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access to and the ability to manage a large low-
cost talent pool.
Finally, it’s the convergence of three independent
forces – the rapid evolution in technologies and IT
architectures, changes in customer behaviors and
demand patterns, and finally, developments in the
vendor and offshore supply environment – that
have propelled the industry at a pace faster than
earlier conceived, and will continue to accelerate
RIM adoption.
These forces are a result of the dismantling of
traditional barriers to RIM. Technology evolution
has enabled the creation of processes and tools
that facilitate remote management. In addition, the
sharp fall in hardware prices, has shifted the focus
of IT managers from managing infrastructure to
managing associated labor costs and productivity.
In parallel, customer capabilities have matured –
particularly in governance mechanisms and
vendor management.
As enterprises scale their IT infrastructure to
support business growth, managing global
networks, databases and applications becomes a
herculean task which can overwhelm internal
resources. Of the current market for Infrastructure
Management Services around 80-90% can be
done remotely.
Over the past few years, the infrastructure
outsourcing industry has witnessed substantive
shifts - average deal values have reduced by
nearly 70 per cent, deal durations shortened by
approximately 20 percent, all this while the overall
market continues to grow.
Key drivers behind these shifts include enterprise
customers that seek to enhance service and
performance levels while exploring innovative
delivery models to reduce costs, technology that
has improved infrastructure efficiency and
management and maturing offshore capabilities.
The global Remote Infrastructure Management
(RIM) industry has grown at more than 80 per cent
CAGR and India has been a significant beneficiary
of this shift.
As a result, questions about the potential of the
RIM industry, the forces that propel it, and
implications for various stakeholders, are now
pertinent.
OFFSHORING INFRASTRUCTURES
Beyond monitoring Web servers and networks
remotely for customers over the last five or six
years, there has been little traction in outsourcing
infrastructure management to Indian providers in
the past (those deals went to US-based
providers). But that is changing. Because buyers'
trust level of Indian expertise has increased, they
now see advantages to moving remote
management of infrastructure--including entire
data centers--to Indian providers.
To date, though, few Indian companies have
jumped on board for this work without a partner.
Buying the facilities, rebadging employees, and
running the whole operation is a capital-intensive
play that not many Indian companies have
ventured into yet. But it is happening. An Indian
provider may not be able to acquire a customer's
data center on its own, but it can accomplish the
value proposition jointly with a US partner.
INFRASTRUCTURE-AS-A-
SERVICE/VIRTUALIZATION/CLOUD
COMPUTING
Infrastructure as a Service (IaaS) is the delivery of
computer infrastructure (typically a platform
virtualization environment) as a service. It is also
referred to as Cloud Computing.
These virtual infrastructure stacks are an example
of this service trend. Rather than purchasing
servers, software, data center space or network
equipment, clients instead buy those resources as
a fully outsourced service. The service is typically
billed on a utility computing basis and amount of
resources consumed (and, therefore, the cost) will
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typically reflect the level of activity. It is an

evolution of web hosting and virtual private server
offerings.

The key characteristics of Infrastructure as a

service (IAAS) include:

▪ Resources delivered as a service including

servers, network equipment, memory, CPU,
disk space, data center facilities,
▪ Dynamic scaling of infrastructure which scales
up and down based on application resource
needs
▪ Variable cost service using fixed prices per
resource component
▪ Multiple tenants typically coexist on the same
infrastructure resources
▪ Enterprise grade infrastructure allows mid-size
companies to benefit from the aggregate
compute resource pools

These combine with three new cloud

infrastructure-as-a-service markets:
1) developer applications services;
2) middleware-as-a-service; and
3) IT infrastructure-as-a-service.

To capture these new cloud service providers as

customers, IT vendor strategists must create new
business units and evolve existing offerings.
www.TheBlackBookOfOutsourcing.com
Summary
In 2008, the Black Book IT Infrastructure
Management Outsourcing client/user survey
investigates over 700 contracts held by nearly five
thousand users in 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 24
percent of more traditional deals in 2007-2008
compared to only five percent in 2004.
KEY CLIENT EXPERIENCE FINDINGS
►► KEY FINDING: MOST IMPORTANT
CUSTOMER SATISFACTION KPIs
Innovation, Trust, Reliability and Deployment
are the most important attributes influencing
Client Companies’ satisfaction with their
infrastructure outsourcing providers.
►► KEY FINDING: 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.
►► KEY FINDING: US VENDORS ARE STILL
PREFERRED BY US MIDMARKET CLIENTS
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PREFERRED LOCATION FOR TRADITIONAL

HIGHEST ANTICIPATED INFRASTRUCTURE MANAGEMENT
GROWTH INDUSTRIES OUTSOURCING VENDOR BY
FOR ITO INFRASTRUCTURE US CLIENTS
CY2009 BUDGETED/ (SELECT TWO)
ANTICIPATED United States 95.3%
BUDGETING Mexico 22.1%
INDUSTRY INFRASTRUCTURE India 14.7%
OUTSOURCING Brazil 13.1%
INITIATIVES Chile 10.0%
ADD ONS NEW
HEALTHCARE 62.8% 22.5% PREFERRED LOCATION FOR TRADITIONAL
FINANCIAL SERVICES 71.9% 20.3% INFRASTRUCTURE MANAGEMENT
BANKING 32.7% 18.3% OUTSOURCING VENDOR BY
GOVERNMENT 50.2% 13.9% WESTERN EUROPEAN CLIENTS
LIFE SCIENCES 72.3% 25.0% (SELECT TWO)
ENERGY 20.4% 21.5% UK 82.5%
INSURANCE 36.4% 30.1% France 60.8%
Germany 20.4%
Norway/Sweden/Denmark 17.7%
INFRASTRUCTURE OUTSOURCING Russia/Eastern Europe 15.8%
BY SIZE OF MARKET PRESENCE
EDS
IBM
ACCENTURE PREFERRED LOCATION FOR
HEWLETT PACKARD REMOTE INFRASTRUCTURE MANAGEMENT
PEROT SYSTEMS OUTSOURCING VENDOR BY
T SYSTEMS US CLIENTS
CSC (SELECT TWO)
WIPRO United States 92.3%
ATOS ORIGIN India 34.4%
CAPGEMINI Latin America 33.9%
HCL TECHNOLOGIES Eastern/Central Europe 13.5%
TATA CONSULTANCY SERVICES No Preference 6.2%
UNISYS
ACS
INFOSYS WOULD CONSIDER OFFSHORE
GETRONICS RIMO FIRMS IN FUTURE AS INDUSTRY
LOGICA MATURES
COGNIZANT India 95.8%
SATYAM Latin America 86.4%
CIBER Eastern/Central Europe 60.9%
China 4.1%
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Overall Top
Infrastructure Performers
#1
TIER I TRADITIONAL IT
INFRASTRUCTURE
OUTSOURCING
WIPRO
INFOCROSSING
www.wipro.com
www.infocrossing.com
Wipro is a pioneer in Infrastructure Management
services, and a recognized process and quality
leader among IT Outsourcing Service Providers.
With the acquisition of Infocrossing by Wipro, the
combined entity now provides significantly
enhanced delivery capability and choice of
engagement models to the market. This enables
Wipro-Infocrossing to compete more effectively in
larger IT management deals, and is granting entry
into very comprehensive global total
outsourcing contracts.
Wipro's latest acquisition of Infocrossing
accelerated the sweeping changes already
affecting the IT services industry. The move
separates Wipro from its offshore competitors like
Satyam and Infosys Technologies and, more
importantly, represents a new threat to the
incumbents, such as IBM, ACS, Hewlett-Packard,
EDS, Computer Sciences Corporation (CSC), Dell
and Accenture.
This deal also marks a striking departure from
Wipro's services-only business model, which has
been the bedrock of Wipro's success in the past
seven years. Wipro has acquired top IO
management, thought leaders and technology
staff via Infocrossing which complements is
shaking up the Indian ITO offshore industry with a
major wake-up call for Wipro's competitors.
Such overwhelming approval and customer
experience is being observed across several
vertical/industry segments as well for Wipro.
Infocrossing, which posted revenue of $229.2
million last year, has five data centers in the
United States, providing hosted and managed IT
services. Wipro's acquisition of Infocrossing will
help the Indian outsourcer grow its U.S. customer
base by filling a gap. That gap is created by U.S.
customers that want to have their data centers
physically located in the United States.
Indeed, while many U.S. businesses have gone
the route of having their data centers managed
offshore to save costs, many still aren't
comfortable with having their data centers actually
outside the United States.
With Wipro's acquisition of Infocrossing, Wipro
expands its appeal as a full-service IT outsourcing
firm for U.S. customers.
With the acquisition of Infocrossing's data
centers and infrastructure outsourcing
business, Wipro has gained instant credibility
and a strong US presence from which to
continue its expansion of services beyond
applications development and maintenance.
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Infrastructure management is different from NOTABLE WIPRO INFOCROSSING

Application Development and Management (ADM) TOP HONORS IN INFRASTRCUTURE
outsourcing , as it has the ability to price on a per OUTSOURCING
machine or per network basis as against per
person, and is completely usage based. #1 – ITO Tier I Enterprise Wide Traditional
Infrastructure Outsourcing
Wipro moved ahead by manifesting a strategy
beyond labor arbitrage to surpass US competition #1 - Financial Services (Tier I)
in the infrastructure market such as incumbent
Black Book winners like Electronic Data Systems #1 – Manufacturing (Tier I)
(EDS), Hewlett Packard (HP), IBM Global,
Accenture, and Affiliated Computer Services #1 – Media & Entertainment (Tier I)
(ACS).
#1 – Offshore (Tier I)
Wipro’s strategic model of prioritizing clients
distinct vertical and business customizations, and #1 – Indian Firms (Tier I)
demand for virtualization.
#1 – Applications Monitoring (Tier I)
Furthermore, Wipro’s acquisition of Infocrossing
has addressed its sameshore issues for US #1 – Desk Top Management (Tier I)
clients. The company’s extended efforts into
nearshore capabilities for European clients are #1 – Healthcare (Mid Tier)
also highly commended.
#1 – Hospitality & Leisure (Tier I)

#1 – Utilities (Tier I)

#1 – Chemical (Tier I & Mid Tier)

www.TheBlackBookOfOutsourcing.com
#1
MIDMARKET
TRADITIONAL IT
INFRASTRUCTURE
OUTOURCING
CIBER
www.ciber.com
CIBER’s IT Outsourcing division has been growing
and expanding dramatically over the last 5 years.
CIBER delivers a robust set of mature offerings
that span the entire spectrum of infrastructure and
IT operations services. CIBER’s ITIL and ITSM
compliant processes, along with investments in
tools and people , and a broad geographic
footprint enables quality and global delivery on a
24 x 7 basis. Many CIBER clients have realized
the benefits of recognized cost-effective
enterprise-level services combined with very
flexible and close-to-the-customer relationship
management and governance strategies. This
description of CIBER’s services is an introduction
to a wide array of choices and service offerings
they bring to market and deliver to Black Book
surveyed customers every day
CIBER is $1.2B international IT solutions company
that was founded in 1974. With more than 8,500
employees in 85 offices in 18 countries, CIBER
has the depth and breadth to assist large
enterprises and mid-sized companies, as well as
federal, state and local government agencies.
CIBER offers lower risk to the midmarket
outsourcing buyer. CIBER combines financial
strength, technical and management expertise,
and a track record of success at some of the
world’s leading companies and fastest-growing
mid-market companies.
Financial Stability
CIBER’s end-to-end offerings reduce costs,
accelerate time-to-market, simplify management,
expand client resources, enhance efficiency, and
help refocus resources on a client’s highest-value
opportunities.
CIBER also provides the right mix of outsourced,
managed, and IT project services that deliver the
greatest business value for a midmarket client’s
organization, which differ greatly from those in the
large market space.
Clients endorse CIBER’s customizable, cost-
effective, and easy to implement services with top
Black Book scores per KPI. CIBER received
several client endorsements for working with
organizations to design industry-standard service
level agreements (SLAs) to best meet their
specific needs, while reducing costs and
enhancing service.
CIBER Help Desk and Desk Side Support
Services earned top satisfaction and customer
experience scores across all industries and
client sizes (small, mid and large) in 2008.
CIBER’s world-class help desk services can
dramatically improve an organization’s customer
satisfaction and significantly reduce costs at the
same time. CIBER has been included on two of
Gartner, Inc’s “Magic Quadrants”
 Gartner, Inc. "Magic Quadrant for Help Desk
Outsourcing, North America, 2008" by Richard T.
Matlus and William Maurer, 2008 (published 28-Feb-
08)
 Gartner, Inc. "Magic Quadrant for Desktop
Outsourcing Services, North America, 2008" by
Richard T. Matlus and William Maurer, 2008
(published 28-Feb-08)
CIBER’s help desk and desk side support (also
called “break/fix”) services provide a single point of
contact for all services and support and are fully
integrated and offered on a 24x7x365 basis.
CIBER integrates best practices in process
engineering, knowledge and incident
management, SLA negotiation, metrics,
communication and more.
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solutions include Root-Cause Problem Resolution

Data Center Operations
CIBER provides comprehensive data center
operations with state-of-the-art redundancy and
reliability. CIBER offers high-availability services
and application operations for solutions such as
SAP, Lawson, PeopleSoft, Oracle, Microsoft
Exchange, Lotus Notes, Citrix and many others.
CIBER also provides the facilities for secure data
replication and disaster recovery services.
and Server & PC Lifecycle Management.
The Gartner Magic Quadrants are copyrighted 28-Feb-08 by Gartner, Inc.,
and are reused with permission. The Magic Quadrant is a graphical
representation of a marketplace at and for a specific time period. It depicts
Gartner’s analysis of how certain vendor’s measure against criteria for that
marketplace, as defined by Gartner. Gartner does not endorse any vendor,
product or service depicted in the Magic Quadrant, and does not advise
technology users to select only those vendors placed in the “Leaders”
quadrant. The Magic Quadrant is intended solely as a research tool, and is
not meant to be a specific guide to action. Gartner disclaims all warranties,
express or implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.

Help Desk
CIBER’s help desk experts can help companies
NOTABLE CIBER TOP HONORS IN
leverage best practices that will dramatically
INFRASTRCUTURE OUTSOURCING
improve the performance and efficiency of their
support services – whether a company is creating
#1 – ITO Mid Tier Enterprise Wide Traditional
a new help desk, enhancing a help desk, or
Infrastructure Outsourcing
consolidating multiple help desks. CIBER will help
integrate best practices in process engineering,
#1 – Higher Education (Tier I & Mid Tier)
knowledge and incident management, SLA
negotiation, metrics, communication, and more.
#1 - Utilities (Mid Tier)
Desk Side Support
#1 – Federal Government (Mid Tier)
CIBER provides fully managed support that covers
the entire technology environment including end-
#1 – State & Local Government (Tier 1 & Mid Tier)
to-end systems management. CIBER’s desk side
support will help companies reduce risk, lower
#1 – Hospitality & Leisure (Mid Tier)
cost of ownership, streamline IT management, and
minimize downtime throughout an organization.
#1 – Help Desk (Tier I & Mid Tier)
CIBER will help improve user and infrastructure
support without up-front investments or
#1 – Desk Top Services (Mid Tier)
management hassles. At a remarkably low cost,
CIBER includes automated proactive monitoring to
#1 – US Firms (Mid Tier)
identify and begin solving problems — often
before a client has even noticed them. CIBER is a
client’s single point of contact for all service and
support.

Networks, Systems and Applications

Monitoring
For networks, systems, applications, security, and
storage, CIBER uses CA’s Unicenter Network and
Systems Management product, allowing
companies dramatically reduced business risk,
combining decades of experience with a strong
process orientation that drives consistent
excellence and constant improvement. CIBER
www.TheBlackBookOfOutsourcing.com
#1
REMOTE
INFRASTRUCTURE
MANAGEMENT
OUTSOURCING
WIPRO
INFOCROSSING
www.wipro.com
www.infocrossing.com
Wipro employs over 13,500 professionals for its
RIM business. RIM provides a basket of
opportunities that helps an individual grow
technically as well as seek managerial positions in
organizations such as shift leads, operations
managers, service delivery heads etc.
Managing computer servers, networks and
desktops remotely from locations such as India will
be the next big business to emerge in offshore
tech services, industry experts say, and
companies such as Wipro Ltd are gearing up to
address this market—projected to reach at least at
$13 billion by 2013.
India, which provides about two-thirds of the
world’s offshored tech and backoffice services, is
well positioned to maintain its 50% market share
of the RIM market and create up to 400,000 new
jobs.
The three triggers for the sharp growth in Wipro’s
RIM services include:
- as more sophisticated machines evolving it
is easier to manage these remotely;
- It’s more about having a sense of break and
fix, and
- there is a recognition of the fact that
security can be provided offshore
With the criticality of IT to business having gone
up significantly in the last few years, RIM has
almost become mandatory for clients today, and
Wipro has demonstrated full command of meeting
this customer need.
Clients also extol Wipro’s Global Command
Center which is designed to specifically address
some of the key issues that clients face when they
outsource remote infrastructure management.
Wipro’s performance as the #1 in client experience
and customer satisfaction with remote
infrastructure management services globally, is
matched by their vision to emerge as the top 10
infrastructure management service providers
globally.
Wipro invested significantly in both nearshore and
offshore infrastructure and technological
capabilities to meet the demands, expectations
and satisfaction levels of current and prospect
clients.
Wipro’s toughest RIMO competitor: HCL
Technologies Ltd, India’s fifth largest tech services
firm by revenues, are ahead in the race to capture
a lead in the RIM business. The firm intends to
leverage its six-year presence in RIM, backed by
nearly a decade’s experience of managing
infrastructure for Indian clients before that, as it
aims to double its business in three years. HCL
Technologies earned $207 million, from July 2007
to March 2008 from its RIM business.
NOTABLE WIPRO INFOCROSSING TOP
HONORS IN REMOTE INFRASTRCUTURE
OUTSOURCING
#1 – ITO Remote Infrastructure Management
Outsourcing
#1 – Comprehensive RIM Outsourcing 2008
www.TheBlackBookOfOutsourcing.com
Black Book
Methodology
How the Data Is Collected
Black Book utilizes a three-step process to collect
candid performance data. First, Black Book
collects a series of direct evaluations covering 26
performance areas on leadership and senior
management, which comprise the scored ranking
of the “Black Book 50 Best Managed Vendors”.
Second, Black Book collects ballot results on 18
performance areas of operational excellence to
rank vendors by outsourced service lines. Third,
the gathered data is subjected immediately to an
internal and external audit to verify completeness
and accuracy, and to make sure the respondent is
valid while ensuring the anonymity of the client
company is maintained. During the audit, each
data set is reviewed by a Brown-Wilson executive
and at least two other people. In this way, our
clients are able to clearly see how a vendor is truly
performing. The 18 criteria on operational
excellence are subdivided by the client's industry,
market size, geography and function outsourced
and reported accordingly.
Third, Black Book collects ballot results on 20
performance areas of consultation excellence to
rank Advisors by outsourced practice outcomes
and subjected to the same audit and validation
processes.
Last, situational studies are conducted on areas of
high interest such as Green Outsourcers,
Educational Providers in Outsourcing, Outsourcing
Benchmarkers and Boutique Advisors. These
specific survey areas range from four to twenty
questions or criteria each.
Understanding the Statistical Confidence of
Black Book Data
Statistical confidence for each performance rating
is based upon the number of organizations scoring
the outsourcing service. Black Book identifies data
confidence by one of several means:
1. Top Ten ranked vendors and advisors must
have a minimum of five unique clients
represented. Broad categories require a minimum
of ten unique client ballots. Data that is asterisked
(*) represents a sample size below required limits
and are intended to be used for tracking purposes
only, not ranking purposes. Performance data for
an asterisked vendor services can vary widely until
a larger sample size is achieved. The margin of
error can be very large and the reader is
responsible for considering the possible current
and future variation (margin of error) in the Black
Book performance score reported.
2. Vendors and Advisors with over ten unique
client votes are eligible for top ten rankings and
are assured to have highest confidence and
lowest variation. Confidence increases as more
organizations report on their outsourcing vendor.
Data reported in this form is shown with a 95
percent confidence level (+/- .25, .20 or .15,
respectively).
3. Raw numbers include the quantity of completed
surveys and the number of
unique organizations contributing the data for the
survey pool of interest.
The complete Black Book survey methodology
is available for gratis document download at
http://TheBlackBookOfOutsourcing.com
www.TheBlackBookOfOutsourcing.com
Who Participates in the Black Book Ranking
Process
Over 400,000 individuals are invited to participate
annually (including C officers of the Fortune 2000,
Inc 500, institutional members and officers of
various professional organizations, subscribers of
our media partners and previously validated
survey participants). Non-invitation receiving
participants must complete a verifiable profile,
utilize valid corporate email address and are then
included as well. Over 24,000 users were
validated in the 2008 ranking process.
The Black Book survey web instrument is open to
respondents and new participants annually Q2-3
at http://TheBlackBookOfOutsourcing.com
About The Black Book
Released first in May 2005 by John Wiley & Sons
Publishers, “The Black Book of Outsourcing” is the
world’s best-selling business book on the subject.
With over twenty print runs of the first edition, The
Black Book will be re-released in an updated format in
March 2008 by Wiley.
Available wherever books are sold, The Black Book is
available in five languages as well as in print, digital
and audio formats.
2008 IT Infrastructure Outsourcing
Vendor Rankings and Results
4454 qualified respondents ranked 178
infrastructure services suppliers offering
traditional, remote and alternative IO
individual or bundled contractual
arrangements for infrastructure service
processes as part of the Black Book annual
survey conducted Q2-3 2008, via web
survey instrument. The Top 20 ITO
Infrastructure Vendors for Traditional (Tier 1
and Mid Tier Client sizes), Remote and
Infrastructure as a Service Vendors are
ranked in this report.
The seven most highly scored functions of
infrastructure outsourcing are included as
subsets, with top ranked firms included.
The highest scored Tier 1 and Mid Tier
service vendors by the most survey-
participative verticals are also included.
Please contact vijay.j@brown-wilson.com
with requests for more specific data slices
and drill downs such as industry specific
results and rankings.
www.TheBlackBookOfOutsourcing.com

PART ONE:
OVERALL RANKING SUMMARY OF ITO INFRASTRUCTURE:
ENTERPRISE MANAGEMENT VENDORS
www.TheBlackBookOfOutsourcing.com

OVERALL TOP ITO INFRASTRUCTURE VENDORS BY

CLIENT MARKET SIZE

TIER I MID TIER

2008 IT INFRASTRUCTURE IT INFRASTRUCTURE
RANK OUTSOURCING SUPPLIER OUTSOURCING SUPPLIER
1 WIPRO INFOCROSSING CIBER

2 UNISYS
ACCENTURE
3 PEROT SYSTEMS
ONE NECK
4 T SYSTEMS
CH2M HILL MANAGED SERVICES
5 IBM GLOBAL
ITC INFOTECH
6 CIBER
MICROLAND
7 HCL TECHNOLOGIES
COMPUCOM
8 CSC
N FRAME
9 ACS ACCEL FRONTLINE

10 HEWLETT PACKARD ICON SOLUTIONS

11 ACCENTURE ATG CORPORATE SOLUTIONS

12 ATOS ORIGIN CONNECTRIA

13 TATA CONSULTANCY SERVICES VERIZON

14 EDS DIGICA

15 LOGICA CALSOFT

16 SATYAM VMC

17 COMPUCOM BLUE HILL DATA SERVICES

18 INFOSYS OAO TECHNOLOGY SOLUTIONS

19 CAPGEMINI LARSEN & TOUBRO INFOTECH

20 TECH MAHINDRA SIEMENS BUSINESS SOLUTIONS

www.TheBlackBookOfOutsourcing.com

TOP SCORED ITO INFRASTRUCTURE VENDORS BY

INDUSTRY/VERTICAL SERVED

TIER I Vertical
MID TIER Vertical
INDUSTRY IT INFRASTRUCTURE Client IT INFRASTRUCTURE Client
OUTSOURCING Mean OUTSOURCING Mean
VERTICAL Score Score
SUPPLIER SUPPLIER
AUTOMOTIVE ACCENTURE 9.73 TECHTEAM 9.68

BANKING UNISYS 9.69 HCL TECHNOLOGIES 9.46

CHEMICALS WIPRO INFOCROSSING 9.54 WIPRO INFOCROSSING 9.51

COMMUNICATIONS T SYSTEMS 9.71 ITC INFOTECH 9.67

CONSTRUCTION LOGICA 9.55 CONNECTRIA 9.40

ENERGY, GAS & OIL EDS 9.70 COMPUCOM 9.43

ENGINEERING SATYAM 9.59 CH2M HILL 9.77

FINANCIAL SERVICES WIPRO INFOCROSSING 9.78 COMPUCOM 9.48

GOVERNMENT, CSC 9.73 CIBER 9.71

FEDERAL
GOVERNMENT, CIBER 9.77 CIBER 9.91
STATE & LOCAL
HEALTHCARE PEROT SYSTEMS 9.84 WIPRO INFOCROSSING 9.75

HIGHER EDUCATION CIBER 9.62 CIBER 9.70

& K-12 SCHOOLS
HOSPITALITY, FOOD, WIPRO INFOCROSSING 9.79 CIBER 9.55
BEVERAGE, LEISURE
INSURANCE IBM GLOBAL 9.63 ACCENTURE 9.62

LIFE SCIENCES ACCENTURE 9.58 SATYAM 9.34

MANUFACTURING WIPRO INFOCROSSING 9.80 POMEROY IT 9.55

MEDIA & WIPRO INFOCROSSING 9.63 ITC INFOTECH 9.39

ENTERTAINMENT
RETAIL & CPG EDS 9.76 ONE NECK 9.45

TECHNOLOGY IBM GLOBAL 9.54 LIONBRIDGE 9.50

TRAVEL & ACS 9.72 NIIT TECHNOLOGIES 9.55
TRANSPORTATION
UTILITIES WIPRO INFOCROSSING 9.82 CIBER 9.79
www.TheBlackBookOfOutsourcing.com

TOP SCORED ITO INFRASTRUCTURE VENDORS BY

GEOGRPAHIC LOCATION

LOCATION TIER I MID TIER

Vertical Vertical
IT INFRASTRUCTURE Client IT INFRASTRUCTURE Client
OUTSOURCING Mean OUTSOURCING Mean
Score Score
SUPPLIER SUPPLIER
INDIA WIPRO INFOCROSSING 9.83 HCL TECHNOLOGIES 9.55

US UNISYS 9.72 CIBER 9.77

UK T SYSTEMS 9.80 DIGICA 9.64

WESTERN EUROPE LOGICA 9.75 ATOS ORIGIN 9.71

EASTERN EUROPE LUXOFT 9.31 TIETO ENATOR 9.47

BRAZIL & LATIN AMERICA CPM BRAXIS 9.66 STEFANINI 9.60

www.TheBlackBookOfOutsourcing.com

RANKED SUBSETS OF ITO INFRASTRUCTURE

INFRASTRUCTURE: APPLICATIONS MONITORING

TIER I MID TIER

2008 RANK IT INFRASTRUCTURE IT INFRASTRUCTURE
OUTSOURCING SUPPLIER OUTSOURCING SUPPLIER

1
WIPRO INFOCROSSING BMC

2 IBM GLOBAL EBS

3 ACCENTURE CIBER

4 ORACLE VERICENTER

5 SAP TECH TEAM

6 EDS MICROLAND

7 TATA CONSULTANCY SERVICES NAVISITE

8 CSC MOMENTUM

9 PATNI TECH MAHINDRA

10 SUN MICROSYSTEMS CONNECTRIA

www.TheBlackBookOfOutsourcing.com

INFRASTRUCTURE: HELP DESK

2008 RANK ALL TIER

COMPANIES

1 CIBER

2 TECH TEAM

3 UNISYS

4 LIONBRIDGE

5 COMPUCOM

6 CSC

7 ACS

8 VERIZON BUSINESS

9 ITC INFOTECH

10 GLOBALSERVE
www.TheBlackBookOfOutsourcing.com

INFRASTRUCTURE: DATA CENTER MANAGEMENT

2008 RANK TIER I MID TIER

IT INFRASTRUCTURE IT INFRASTRUCTURE
OUTSOURCING SUPPLIER OUTSOURCING SUPPLIER

1 UNISYS ONE NECK

2 WIPRO INFOCROSSING MICROLAND

3 PEROT SYSTEMS CIBER

4 EDS VERIZON

5 ACS HCL TECHNOLOGIES

6 T SYSTEMS ACCENTURE

7 IBM DIGICA

8 HEWLETT PACKARD BLUE HILL DATA SERVICES

9 NORTHROP GRUMMAN SAIC

10 CGI VMC
www.TheBlackBookOfOutsourcing.com

INFRASTRUCTURE: DESK TOP MANAGEMENT

2008 RANK TIER I MID TIER

COMPANIES COMPANIES

1 WIPRO INFOCROSSING CIBER

2 LOGICA ACS

3 UNISYS PEROT SYSTEMS

4 CSC HCL TECHNOLOGIES

5 ACCENTURE POMEROY TECHNOLOGIES

6 CAPGEMINI TECH MAHINDRA

7 HEWLETT PACKARD SIEMENS

8 IBM COMPUCOM

9 INFOSYS S & T GROUP

10 NORTHROP GRUMANN DELL

www.TheBlackBookOfOutsourcing.com

INFRASTRUCTURE: SERVERS & STORAGE

2008 RANK ALL TIER

COMPANIES

1 T SYSTEMS

2 HEWLETT PACKARD

3 WIPRO INFOCROSSING

4 HITACHI

5 ITC INFOTECH

6 CSS CYBERNET SLASHSUPPORT

7 PROSYS

8 PEROT SYSTEMS

9 N FRAME

10 IBM GLOBAL
www.TheBlackBookOfOutsourcing.com

INFRASTRUCTURE:
LAN WAN NETWORK MANAGEMENT SERVICES

2008 RANK ALL TIER

COMPANIES

1 COMPUCOM *

2 CALENCE

3 WEBULANT

4 UNISYS

5 CIBER

6 HTC

7 BT GLOBAL

8 ACS

9 MICROLAND

10 LARSEN & TOUBRO INFOTECH

* Third Consecutive Year as #1 LAN WAN Outsourcing

www.TheBlackBookOfOutsourcing.com

INFRASTRUCTURE: SYSTEM SECURITY

2008 RANK ALL TIERS

IT INFRASTRUCTURE
OUTSOURCING SUPPLIER

1 CA

2 VERISIGN

3 WIPRO INFOCROSSING

4 CIBER

5 ACCENTURE

6 UNISYS

7 CSC

8 ENTRUST

9 ITC INFOTECH

10 LOGICA
www.TheBlackBookOfOutsourcing.com

INFRASTRUCTURE AS A SERVICE (IAAS)

(& CLOUD COMPUTING*)

TIER 1 MID TIER

2008 RANK IT INFRASTRUCTURE IT INFRASTRUCTURE

1 EMC - PI - VMWARE AMAZON S3

2 MICROSOFT SAVVIS

3 IBM GLOBAL 3TERA

4 SUN MICROSYSTEMS BLUELOCK

5 INTEL LAYERED TECHNOLOGIES

6 CITRIX TIER3

7 HEWLETT PACKARD MOSSO

8 BT ADAPTIVITY

9 DELL JOYENT

10 FUJITSU NIRVANIX

* Newly added in 2008 survey

www.TheBlackBookOfOutsourcing.com

REMOTE INFRASTRUCTURE MANAGEMENT

OUTSOURCING

RIM OUTSOURCING VENDOR

2008 RANK
1 WIPRO INFOCROSSING
2 HCL TECHNOLOGIES
3 T SYSTEMS
4 IBM GLOBAL
5 LOGICA
6 UNISYS
7 CAPGEMINI
8 MICROLAND
9 TECH TEAM
10 COMPUCOM
11 CSC
12 SATYAM
13 BT GLOBAL
14 HEWLETT PACKARD
15 PATNI
16 INFOSYS
17 ATOS ORIGIN
18 ACS
19 SIFY TECHNOLOGIES
20 SUNGARD
www.TheBlackBookOfOutsourcing.com

THE TOP COMPREHENSIVE ITO TRADITIONAL INFRASTRUCTURE

MANAGEMENT OUTSOURCING VENDORS 2008
Criteria Key Findings
Operational Excellence of Enterprise Management Infrastructure Outsourcing Firms
Enterprise Management 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

Additionally, Enterprise RIMO is scored separately:

REMOTE INFRASTRUCTURE MANAGEMENT OUTSOURCING

www.TheBlackBookOfOutsourcing.com

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.

◄ 1.00 – 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 MEET MEETS EXCEEDS EXPECTATIONS

EXPECTATIONS EXPECTATIONS EXPECTATIONS
INCONSISTENTLY
HIGHLY RECOMMENDED
CAN NOT RECOMMEND WOULD NOT LIKELY RECOMMENDS VENDOR VENDOR
VENDOR RECOMMEND VENDOR

Red Scores
Worse Than 67% of ITO
INFRASTRUCTURE VENDORS
Poor performances reported
routinely. Contract viability in
jeopardy on this KPI.
Yellow Scores Clear (Top 33%) Scores
Better Than Half/ 50% of ITO Better than 67% of ITO
INFRASTRUCTURE VENDORS INFRASTRUCTURE
VENDORS
Cautionary performance
scores, Inconsistent areas of Well scored vendor which
improvement required. outperform two-thirds of
competitors by experience.
Green (Top 10%) Scores Better
than 90% of ITO
INFRASTRUCTURE VENDORS
Highest client experiences and
outcomes achieved by with
this outsourcing vendor.
www.TheBlackBookOfOutsourcing.com

PART TWO:
TIER I ENTERPRISE MANAGEMENT
TRADITIONAL ITO INFRASTRUCTURE
OUTSOURCING SUPPLIERS
www.TheBlackBookOfOutsourcing.com

TOP SCORE PER INDIVIDUAL CRITERIA

ITO INFRASTRUCTURE Overall
(Q) # Criteria VENDOR Rank
1 Vendor Overall Preference /Vertical Industry Recommendations WIPRO INFOCROSSING 1
2 Innovation WIPRO INFOCROSSING 1
3 Training WIPRO INFOCROSSING 1
4 Client Relationships and Cultural Fit IBM GLOBAL 5
5 Trust WIPRO INFOCROSSING 1
6 Breadth of Offerings, Client Types, Delivery Excellence WIPRO INFOCROSSING 1
7 Deployment and Outsourcing Implementation PEROT SYSTEMS 3
8 Customization WIPRO INFOCROSSING 1
9 Integration and Interfaces WIPRO INFOCROSSING 1
10 Scalability, Client Adaptability, Flexible Pricing WIPRO INFOCROSSING 1
11 Compensation and Employee Performance IBM GLOBAL 5
12 Reliability WIPRO INFOCROSSING 1
13 Brand Image and Marketing Communications PEROT SYSTEMS 3
14 Marginal Value Adds UNISYS 2
15 Viability WIPRO INFOCROSSING 1
16 Data Security and Backup Services PEROT SYSTEMS 3
17 Support and Customer Care CIBER 6
18 Best of Breed Technology and Process Improvement WIPRO INFOCROSSING 1
www.TheBlackBookOfOutsourcing.com

TIER 1 TRADITIONAL INFRASTRUCTURE

OUTSOURCING SERVICES
ITO VENDORS WITH MOST #1
INDIVIDUAL CRITERIA SCORES
Number of Criteria Overall
ITO Vendor Ranks #1 of18 IO Vendor Rank
11 WIPRO INFOCROSSING 1
3 PEROT SYSTEMS 3
2 IBM GLOBAL 5
1 UNISYS 2
1 CIBER 6
www.TheBlackBookOfOutsourcing.com
TIER I ENTERPRISE ITO VENDOR 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 MEAN
9.66 9.77 9.74 9.63 9.69 9.78 9.32 9.84 9.81 9.56 9.66 9.78 9.39 9.73 9.56 9.69 9.42 9.63 9.65
WIPRO INFOCROSSING
1
9.24 9.58 9.65 9.26 9.35 9.00 8.94 9.26 9.75 9.18 9.08 8.91 9.28 9.80 8.87 9.85 9.40 9.18 9.31
UNISYS
2
8.71 9.38 9.22 9.58 8.74 9.43 9.55 9.03 8.77 9.25 9.47 9.47 9.62 9.43 9.33 9.88 9.29 8.97 9.28
PEROT SYSTEMS
3
9.26 9.46 9.49 9.28 9.21 9.40 8.86 9.31 8.81 9.02 8.91 9.65 8.60 9.61 8.71 9.22 8.81 9.02 9.15
T SYSTEMS
4
8.78 9.38 8.91 9.69 9.10 8.79 8.91 9.07 9.35 9.39 9.72 8.82 9.25 8.24 9.49 8.79 9.35 9.56 9.14
IBM GLOBAL
5
9.17 9.19 9.51 9.02 9.54 9.41 8.80 9.06 9.11 9.05 9.00 8.36 8.78 9.25 8.74 9.67 9.70 9.04 9.13
CIBER
6
8.96 9.22 8.93 8.80 9.38 9.24 8.46 8.81 8.20 8.86 9.70 8.23 8.54 8.80 9.29 9.25 8.79 8.86 8.91
HCL TECHNOLOGIES
7
8.99 8.88 9.19 8.52 8.80 8.34 7.54 8.73 9.40 9.55 9.13 8.68 9.01 9.30 8.41 9.34 9.01 9.22 8.89
CSC
8
9.09 8.28 9.15 9.10 8.99 7.76 7.86 8.78 9.01 9.05 9.23 8.95 6.98 9.02 9.11 9.66 8.22 9.05 8.74
ACS
9
8.82 8.81 8.46 8.77 8.90 8.25 7.87 9.58 9.29 7.99 9.24 7.27 8.75 9.60 8.59 8.68 9.29 7.99 8.68
HEWLETT PACKARD
10
9.21 9.54 9.23 7.18 8.01 8.58 8.43 8.81 7.77 9.25 9.44 9.21 8.78 7.91 8.35 9.20 8.33 8.90 8.67
ACCENTURE
11
8.93 8.46 7.98 8.09 7.84 8.25 8.38 9.04 8.66 8.50 9.55 8.24 9.38 8.70 9.00 9.29 8.66 8.78 8.65
ATOS ORIGIN
12
8.14 9.40 8.54 7.77 8.05 9.11 8.98 9.54 7.90 7.93 9.23 9.58 7.21 9.03 8.67 9.18 7.90 9.30 8.64
TATA CONSULTANCY SERV
13
8.55 8.79 8.65 8.68 8.59 8.70 7.21 9.03 9.11 8.57 8.62 8.65 7.57 8.48 7.41 9.59 7.89 8.74 8.49
EDS
14
8.75 8.22 8.30 8.02 9.60 9.22 9.06 9.22 8.56 7.07 8.95 8.69 8.30 7.48 7.96 8.09 8.56 7.07 8.40
LOGICA
15
8.64 7.65 8.34 7.47 8.11 8.21 9.40 7.88 8.97 8.99 7.47 7.77 9.17 8.58 9.06 8.11 8.97 8.03 8.38
SATYAM
16
8.89 9.49 8.16 8.04 8.45 8.78 8.14 8.94 9.08 7.92 8.54 6.41 7.73 7.47 8.00 9.29 8.39 8.79 8.36
COMPUCOM
17
8.79 6.96 7.92 6.83 8.63 8.13 7.46 8.20 7.46 7.44 8.68 7.95 7.35 7.44 7.65 7.22 7.46 7.44 7.72
INFOSYS
18
8.50 7.60 8.45 7.32 8.21 7.80 7.21 6.81 6.77 6.52 7.71 8.52 8.27 7.87 7.02 8.95 7.51 6.31 7.63
CAPGEMINI
19
7.83 7.39 8.48 7.99 6.60 7.30 7.27 6.16 7.50 8.35 7.93 6.68 7.09 8.61 7.24 6.91 7.50 8.35 7.51
TECH MAHINDRA
20
www.TheBlackBookOfOutsourcing.com

HELP DESK SCORING KEY

OVERALL
OUTSOURCING
RANK
This subset
This rank
(one/seventh of the
references the
total ITO Infrastructure
Final Position of all
Vendor Mean at the
18 criteria
end of this row,
averaged by the
includes all buyers
mean score LOCAL AREA
and users who
collectively. This
Company indicate they contract NETWORK
vendor ranked 5th DESK TOP
Name of IT with each respective WAN
of the 20 SECURITY
INFRASTRUCTURE vendor for traditional SERVICES SERVICES
competitors . Help Desk Services. OUTSOURCING SERVICES
Outsourcing Vendor OUTSOURCING
▼ ▼ ▼ ▼ ▼ ▼

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Overall Q1 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Rank Rank MEAN

1 1 WORLD ITO INC. 9.43 8.82 9.70 9.81 9.74 9.21 9.72 9.49

▲ ▲ ▲ ▲ ▲
Criteria Rank APPLICATIONS MONITORING DATA STORAGE
The actual rank of This subset (one/seventh of the total ITO CENTER & ITO INFRASTRUCTURE
the top twenty Infrastructure Vendor Mean at the end of this SERVICES SERVERS MEAN
vendors positioned row, includes all buyers and users who Congruent with the Criteria
by only this indicate they contract with each respective Rank, the) MEAN is a
particular criteria or vendor Applications Monitoring Solutions calculation of all four subsets
question. specific to their enterprise as a distinct of PO functions surveyed. As
This vendor ranked outsourced function. Scores are based on the a final ranking reference, it
1st of the 20 0 (Deal-Breaking Dissatisfaction) to 10 includes all vertical industries,
competitor qualified (Overwhelming Client Satisfaction) and 1/7 of market sizes and
vendors analyzed. full PO Mean. geographies.
www.TheBlackBookOfOutsourcing.com

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. Client is
likely to recommend the vendor for an outsourcing engagement for traditional ITO infrastructure initiatives and management
buyers

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q1 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN

1 WIPRO 9.75 9.61 9.83 9.55 9.43 9.79 9.67 9.66

1 INFOCROSSING

2 9.13 9.66 8.96 9.45 9.89 9.20 8.54

4 T SYSTEMS 9.26

3 8.88 9.16 9.53 9.49 9.38 9.03 9.21

2 UNISYS 9.24

4 9.54 9.45 8.80 9.28 8.93 9.10 9.35

11 ACCENTURE 9.21

5 8.99 9.14 9.21 9.75 9.23 9.32 9.58

6 CIBER 9.17

6 8.63 9.00 8.87 9.10 9.43 9.54 9.04

9 ACS 9.09

7 9.03 9.02 8.56 9.65 8.95 9.43 8.28

8 CSC 8.99

8 8.26 9.35 8.93 8.87 9.19 9.10 9.02

7 HCL TECHNOLOGIES 8.96

9 9.02 9.09 8.83 9.26 8.42 9.24 8.64

12 ATOS ORIGIN 8.93

10 8.23 8.12 9.00 8.83 9.20 9.88 9.00

17 COMPUCOM 8.89
www.TheBlackBookOfOutsourcing.com

2. Innovation - Customers are also continuing to push the envelope for further enhancements to which the ITO infrastructure vendor is
responsive. ITO 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 infrastructure outsourcing was introduced.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q2 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN

1 WIPRO 9.82 9.91 9.73 9.69 9.83 9.83 9.60

1 INFOCROSSING 9.77

2 9.77 9.39 9.69 9.68 9.52 9.45 9.55

2 UNISYS 9.58

3 9.86 8.88 9.64 9.71 9.49 9.70 9.53

11 ACCENTURE 9.54

4 9.50 9.57 9.80 9.39 8.93 9.89 9.35

17 COMPUCOM 9.49

5 8.99 9.60 9.51 9.34 9.88 9.50 9.43

4 T SYSTEMS 9.46

6 TATA CONSULTANCY 9.64 9.34 8.87 9.33 9.55 9.75 9.30

13 SERVICES 9.40

7 9.03 9.59 9.67 9.02 9.60 9.50 9.22

3 PEROT SYSTEMS 9.38

8 9.53 9.35 9.44 9.10 9.52 9.26 9.46

5 IBM GLOBAL 9.38

9 9.02 9.40 9.18 9.60 8.42 9.29 9.65

7 HCL TECHNOLOGIES 9.22

10 9.59 9.02 9.11 9.43 9.22 8.96 9.00

6 CIBER 9.19
www.TheBlackBookOfOutsourcing.com

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.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q3 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN

1 WIPRO 9.83 9.75 9.81 9.87 9.73 9.47 9.70 9.74

1 INFOCROSSING

2 9.75 9.62 9.72 9.62 9.65 9.55 9.64 9.65

2 UNISYS

3 9.75 9.49 9.53 9.74 9.75 9.00 9.31 9.51

6 CIBER

4 9.35 9.60 9.33 9.42 9.80 9.53 9.41 9.49

4 T SYSTEMS

5 9.54 9.04 9.73 9.51 9.29 8.32 9.18 9.23

11 ACCENTURE

6 9.24 9.16 9.59 9.59 9.29 8.96 8.73 9.22

3 PEROT SYSTEMS

7 8.69 9.14 9.57 9.79 9.32 8.47 9.32 9.19

8 CSC

8 9.08 9.32 9.04 9.07 9.10 9.38 9.08 9.15

9 ACS

9 8.46 9.05 8.39 9.32 9.42 8.90 8.99 8.93

7 HCL TECHNOLOGIES

10 9.55 8.98 9.00 8.19 9.27 7.83 9.52 8.91

5 IBM GLOBAL
www.TheBlackBookOfOutsourcing.com

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.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q4 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
5
1 9.82 9.70 9.78 9.71 9.66 9.69 9.83 9.69
IBM GLOBAL
1
WIPRO 9.60 9.56 9.71 9.75 9.52 9.72 9.70 9.63
2
INFOCROSSING
3
3 8.81 9.74 9.80 9.68 9.54 9.68 9.31 9.58
PEROT SYSTEMS
4
4 9.46 9.38 9.20 9.35 9.88 9.55 9.60 9.28
T SYSTEMS
2
5 9.65 9.31 9.54 9.43 8.67 9.17 8.84 9.26
UNISYS
9
6 9.33 9.50 9.56 8.66 9.02 9.28 9.16 9.10
ACS
6
7 9.26 8.55 9.81 9.48 9.10 8.85 9.26 9.02
CIBER
7
8 9.08 9.46 9.30 9.23 8.56 9.08 9.35 8.80
HCL TECHNOLOGIES
10
9 7.91 8.64 7.49 8.03 9.83 8.38 8.99 8.77
HEWLETT PACKARD
14
10 9.04 9.16 9.52 8.75 8.15 8.49 9.27 8.68
EDS
 www.TheBlackBookOfOutsourcing.com

5. Trust -Trust in enterprise reputation is important to infrastructure services clients, as well as prospects. Client possesses an
understanding that their outsourcing organization has the systems, people, processes, and resources to effectively deliver the desired
business results, based on its ITO industry reputation and past performance.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Overall Q5 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Rank Rank MEAN

1 9.76 9.35 9.82 9.78 9.67 9.84 9.64

1 WIPRO INFOCROSSING 9.69

2 9.54 9.56 9.74 9.93 9.26 9.64 9.53

15 LOGICA 9.60

3 9.83 9.67 9.59 9.57 9.35 9.34 9.46

6 CIBER 9.54

4 9.32 9.64 9.34 9.14 9.45 9.43 9.36

7 HCL TECHNOLOGIES 9.38

5 9.29 9.45 9.60 9.78 8.95 9.62 8.75

2 UNISYS 9.35

6 9.04 8.89 9.83 9.33 9.85 8.29 9.23

4 T SYSTEMS 9.21

7 9.41 8.91 9.23 9.07 8.75 9.37 8.98

5 IBM GLOBAL 9.10

8 9.43 8.45 8.41 9.79 8.32 9.03 9.53

9 ACS 8.99

9 9.00 9.35 9.04 8.22 9.93 8.31 8.45

10 HEWLETT PACKARD 8.90

10 9.14 8.57 8.65 9.68 8.30 8.67 8.57

8 CSC 8.80
www.TheBlackBookOfOutsourcing.com

6. Breadth of Offerings, Client Types, Delivery Excellence - Industry recognized horizontal functionality and vertical Industry
applications to manage bundled ITO infrastructure services. Vendor routinely drives Operational Performance improvements and results in
the areas they affect. Breadth of service offerings permits client to expand initiatives and collaborate with vendor management.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q6 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1 WIPRO 9.78
1 9.76 9.45 9.87 9.82 9.73 9.65 9.76
INFOCROSSING
3 PEROT SYSTEMS 9.43
2 9.65 9.46 9.54 9.48 9.23 9.34 9.32

6 CIBER 9.41
3 9.34 9.78 9.42 9.32 9.09 9.56 9.36

4 T SYSTEMS 9.40
4 9.45 9.75 9.39 9.09 9.92 8.87 9.35

7 HCL TECHNOLOGIES 9.24

5 9.34 9.57 9.25 9.12 9.11 8.99 9.32

15 LOGICA 9.22
6 8.73 9.13 9.09 9.96 9.02 9.55 9.04

13 TATA CONSULTANCY 9.11

7 9.16 9.49 9.38 8.97 8.50 8.93 9.35
SERVICES
2 UNISYS 9.00
8 9.21 9.43 9.51 8.00 8.75 8.76 9.32

5 IBM GLOBAL 8.79

9 9.14 8.64 8.51 9.05 8.54 8.73 8.92

17 COMPUCOM 8.78
10 8.37 9.08 7.96 9.24 8.99 9.44 8.35
www.TheBlackBookOfOutsourcing.com

7. Deployment and Outsourcing Implementation - Faster Deployments – outsourced infrastructure 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 obstacles are handled professionally and timely. Implementation time exceeds expectations.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q7 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
3 9.55
1 9.42 9.40 9.78 9.35 9.47 9.80 9.65
PEROT SYSTEMS
16 9.40
2 9.26 9.17 9.37 9.55 9.56 9.43 9.47
SATYAM
1 9.32
3 WIPRO 9.16 9.26 9.53 9.42 9.41 9.10 9.35
INFOCROSSING
15 9.06
4 9.32 8.55 9.24 9.86 9.22 8.98 9.25
LOGICA
13 8.98
5 TATA CONSULTANCY 9.37 9.54 8.34 9.17 8.15 9.26 9.03
SERVICES
2 8.94
6 8.98 9.31 9.04 8.59 8.99 9.00 8.69
UNISYS
5 8.91
7 9.39 8.35 9.12 8.44 9.10 8.80 9.20
IBM GLOBAL
4 8.86
8 9.07 8.73 8.59 8.62 9.61 8.08 9.32
T SYSTEMS
6 8.80
9 8.50 9.33 9.13 8.47 8.85 8.87 8.42
CIBER
7 8.46
10 8.44 8.35 8.88 8.31 8.32 8.60 8.34
HCL TECHNOLOGIES
www.TheBlackBookOfOutsourcing.com

8. Customization – Infrastructure Outsourcing products and process services are customized to meet the unique needs of specific client
purpose, processes and models. Vendor manifests little resistance to changing performance measurements as clients’ needs vary.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q8 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1 9.84
1 WIPRO 9.89 9.77 9.72 9.90 9.87 9.84 9.89
INFOCROSSING
10 9.58
2 9.51 9.79 9.75 9.03 9.78 9.61 9.59
HEWLETT PACKARD
13 9.54
3 TATA CONSULTANCY 9.24 9.36 9.49 9.77 9.62 9.48 9.85
SERVICES
4 9.31
4 9.68 9.30 9.31 9.04 9.88 8.86 9.08
T SYSTEMS
2 9.26
5 9.54 9.47 9.24 9.03 8.99 9.25 9.27
UNISYS
15 9.22
6 9.49 8.85 9.54 9.91 8.97 8.34 9.47
LOGICA
5 9.07
7 9.68 8.56 9.15 9.09 9.04 8.87 9.10
IBM GLOBAL
6 9.06
8 8.83 9.64 9.28 9.24 8.46 9.54 8.46
CIBER
12 9.04
9 8.68 9.29 8.88 8.36 9.68 9.34 9.02
ATOS ORIGIN
3 9.03
10 9.31 9.40 9.51 9.08 8.48 9.13 8.32
PEROT SYSTEMS
www.TheBlackBookOfOutsourcing.com

9. Integration and Interfaces – Managed ITO services Vendor supports interfaces so information can be shared between necessary
applications. Solutions are easily integrated to existing backend systems. Seamless interfaces to legacy applications are performed as
required for optimal functioning. Human integration and interface activities are administered precisely. Cross-industry infrastructure services
expertise is evidenced by execution and orchestration of multiple transaction and purchasing products, services and systems.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q9 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1
1 WIPRO 9.75 9.88 9.84 9.78 9.78 9.80 9.83 9.81
INFOCROSSING
2
2 9.69 9.75 9.74 9.81 9.83 9.65 9.77 9.75
UNISYS
8
3 9.46 9.05 9.64 9.71 9.53 9.45 8.95 9.40
CSC
5
4 9.54 9.44 9.55 9.24 9.25 9.46 8.94 9.35
IBM GLOBAL
10
5 8.90 9.22 9.34 9.30 9.91 9.02 9.35 9.29
HEWLETT PACKARD
6
6 9.72 9.57 9.02 9.10 8.56 9.16 8.67 9.11
CIBER
14
7 8.69 9.24 9.63 8.73 9.57 9.13 8.81 9.11
EDS
17
8 8.87 9.08 9.54 9.24 9.61 9.92 7.28 9.08
COMPUCOM
9
9 9.05 9.43 8.92 8.56 8.67 9.29 9.13 9.01
ACS
16
10 7.84 9.33 8.99 9.36 9.22 9.14 8.93 8.97
SATYAM
www.TheBlackBookOfOutsourcing.com

10. Scalability, Client Adaptability, Flexible Pricing – Traditional Infrastructure solutions vendor provides flexible outsourcing
pricing, allowing client to choose and pay for the precise functionality and services needed. Invested in significant infrastructure and have the
ability to provide

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q10 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1
1 WIPRO 9.64 9.16 9.64 9.84 9.5 9.78 9.38 9.56
INFOCROSSING
8
2 9.53 9.48 9.39 9.73 9.60 9.39 9.71 9.55
CSC
5
3 9.68 9.53 9.36 9.24 9.31 9.63 8.97 9.39
IBM GLOBAL
3
4 8.90 9.46 9.48 9.30 9.35 9.35 8.93 9.25
PEROT SYSTEMS
11
5 9.54 9.38 9.06 9.15 9.02 9.18 9.40 9.25
ACCENTURE
2
6 8.73 9.56 9.57 9.00 8.66 9.33 9.44 9.18
UNISYS
6
7 9.32 9.45 8.55 9.01 8.39 9.24 9.37 9.05
CIBER
9
8 9.08 7.88 9.46 9.30 9.28 9.19 9.18 9.05
ACS
4
9 8.21 9.79 9.60 8.99 9.84 8.36 8.38 9.02
T SYSTEMS
16
10 7.53 9.19 9.16 9.52 8.88 9.02 9.65 8.99
SATYAM
www.TheBlackBookOfOutsourcing.com

11. Compensation and Employee Performance – ITO process services outsourcing vendor is focused on building and developing
a strong employee team of producers. Employees act like owners/leaders. Company is moving towards leveraged pay at all levels.
Implications of the “contractor mentality” are minimized. Vendor is using effective tools to tie performance metrics to compensation policy
and compensating top leaders. FYI, Human resources-related criteria are scored from the client perspective on this indicator.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q11 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
5
1 9.90 9.62 9.83 9.67 9.74 9.88 9.38
IBM GLOBAL 9.72
7
2 9.56 9.84 9.75 9.53 9.63 9.79 9.83
HCL TECHNOLOGIES 9.70
1
3 WIPRO 9.81 9.71 9.35 9.54 9.68 9.72 9.84
INFOCROSSING 9.66
12
4 9.40 9.75 9.26 9.60 9.78 9.54 9.54
ATOS ORIGIN 9.55
3
5 8.79 9.89 9.62 9.02 9.83 9.66 9.45
PEROT SYSTEMS 9.47
11
6 9.66 9.44 9.54 9.60 9.50 8.97 9.38
ACCENTURE 9.44
10
7 8.73 9.65 9.48 9.02 9.55 9.39 8.83
HEWLETT PACKARD 9.24
13
8 8.60 9.56 8.83 9.22 9.71 9.04 9.68
ACS 9.23
9
9 TATA CONSULTANCY 8.75 9.48 8.88 9.71 9.54 9.33 8.92
SERVICES 9.23
8
10 8.49 9.69 8.86 9.04 9.66 9.49 8.65
CSC 9.13
www.TheBlackBookOfOutsourcing.com

12. Reliability – Infrastructure Outsourcing supplier meets agreed terms as evidenced by routine, acceptable IT service level reporting
and industry expectations. Depth and breadth of applications/solutions are acceptable in meeting client needs. Online reliability is maximized
and outages/downtimes are minimized. Solid product and outsourcing service capacities are demonstrated consistently. Service levels are
consistently met as agreed. Services and support response is maximized by vendor team.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
MONITORING CENTER SERVERS MGMT SERVICES
Overall Q12 TIER I ITO VENDOR
Rank Rank MEAN
1
1 WIPRO 9.83 9.68 9.60 9.86 9.74 9.90 9.86 9.78
INFOCROSSING
4
2 9.47 9.47 9.28 9.92 9.87 9.88 9.66 9.65
T SYSTEMS
13
3 TATA CONSULTANCY 9.76 9.07 9.59 9.38 9.88 9.73 9.66 9.58
SERVICES
3
4 9.74 9.01 9.71 9.65 9.52 9.20 9.48 9.47
PEROT SYSTEMS
11
5 9.87 9.29 9.77 9.33 8.24 9.54 8.46 9.21
ACCENTURE
9
6 9.25 8.97 9.22 8.78 8.13 9.05 9.22 8.95
ACS
2
7 9.59 9.18 9.32 8.13 8.83 8.47 8.89 8.91
UNISYS
5
8 9.20 7.59 9.06 8.75 9.17 9.03 8.95 8.82
IBM GLOBAL
6
9 8.25 9.44 9.34 7.97 8.61 8.83 8.42 8.69
CIBER
15
10 8.27 9.33 8.21 9.83 8.09 9.00 8.10 8.69
LOGICA
www.TheBlackBookOfOutsourcing.com

13. Brand Image and Marketing Communications - The IT outsourcing vendor’s sales and marketing processes accurately and
appropriately represent service deliverables. Image is consistent with top IT service rankings. Sales presentations and proposals delivered
upon and corporate integrity/honesty in marketing and business development are highly valued. Company image and integrity are values
upheld top-down consistently. Maintains high image and reputation so that customer, manufacturers, MNCs and other buyers of IT services
openly reference their IT representatives as client team members. Marketing team is run with responsible, strategic influencers.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
MONITORING CENTER SERVERS MGMT SERVICES
Overall Q13 TIER I ITO VENDOR
Rank Rank MEAN
3
1 9.40 9.56 9.70 9.46 9.75 9.63 9.86 9.62
PEROT SYSTEMS
1
WIPRO 9.42 9.18 9.00 9.55 9.34 9.60 9.66 9.39
2
INFOCROSSING
12
3 8.81 9.02 9.72 9.22 9.65 9.58 9.66 9.38
ATOS ORIGIN
2
4 9.45 9.48 9.53 9.43 8.82 9.18 9.05 9.28
UNISYS
5
5 9.69 9.39 9.35 9.31 8.75 9.22 9.07 9.25
IBM GLOBAL
16
6 8.77 8.67 9.33 9.20 9.58 9.40 9.22 9.17
SATYAM
8
7 9.73 8.24 8.08 9.51 8.64 9.69 9.18 9.01
CSC
11
8 9.42 8.86 9.33 8.02 9.03 7.60 9.20 8.78
ACCENTURE
6
9 9.19 9.68 8.53 7.65 8.88 9.40 8.10 8.78
CIBER
4
10 8.66 8.50 6.94 8.92 9.75 9.08 8.35 8.60
T SYSTEMS
www.TheBlackBookOfOutsourcing.com

14. Marginal Value Adds - Outsourced ITO vendor’s cost savings are realized as generally estimated, and not over positioned or
over/underestimated in ways that effect major client satisfaction or costs. Savings expectations such as decreases in firm IT handling and
support staff are realized. Buyer’s document services support costs are reduced significantly. Vendor offers value-adds as a cross-industry
outsourcing partner in cost savings IT management initiatives and creative programs through bundled product design and purchasing
services outsourcing. Provides true business transformation opportunities to buyer and opportunities for top line contributions.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q14 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
9.80
1 9.75 9.87 9.82 9.88 9.69 9.73 9.84
2 UNISYS
9.73
2 WIPRO 9.85 9.78 9.74 9.85 9.78 9.60 9.53
1 INFOCROSSING
9.61
3 9.51 9.70 9.41 9.62 9.83 9.55 9.68
4 T SYSTEMS
9.60
4 9.66 9.65 9.74 9.56 9.84 9.29 9.48
10 HEWLETT PACKARD
9.43
5 9.12 9.43 9.68 9.45 9.20 9.55 9.61
3 PEROT SYSTEMS
9.30
6 8.89 9.28 9.52 9.22 9.42 9.84 8.93
8 CSC
9.25
7 9.09 9.62 9.32 8.91 9.33 8.95 9.54
6 CIBER
9.03
8 TATA CONSULTANCY 8.61 8.90 9.00 9.68 9.17 8.18 9.68
13 SERVICES
9.02
9 8.79 9.21 9.47 8.09 9.11 9.33 9.14
9 ACS
8.80
10 8.94 8.78 8.69 8.49 8.92 8.24 9.54
7 HCL TECHNOLOGIES
 www.TheBlackBookOfOutsourcing.com

15. Viability – Vendor’s viability, employee turnover, financial stability, and/or cultural mismatches do not threaten relationship. This
outsourcing vendor takes extraordinary efforts to avoid relationship problems among service providers and the client as well. Senior
management and board exemplify strong leadership principals to steward resources appropriate that impact IT buyers in particular.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q15 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
9.56
1 WIPRO 9.52 9.77 9.54 9.34 9.66 9.39 9.67
1 INFOCROSSING
9.49
2 9.83 9.54 9.36 9.75 9.55 9.42 9.00
5 IBM GLOBAL
9.33
3 9.09 9.33 9.77 9.58 9.24 9.10 9.22
3 PEROT SYSTEMS
9.29
4 9.70 8.91 9.40 8.95 8.66 9.65 9.76
7 HCL TECHNOLOGIES
9.11
5 8.97 9.15 9.50 9.32 9.03 8.73 9.05
9 ACS
9.06
6 7.70 8.09 9.32 9.48 9.60 9.52 9.71
16 SATYAM
9.00
7 8.45 9.21 9.53 8.09 9.17 9.28 9.27
12 ATOS ORIGIN
8.87
8 8.53 9.48 9.59 8.32 8.54 9.09 8.54
2 UNISYS
8.74
9 8.82 9.46 8.95 8.15 8.02 8.91 8.86
6 CIBER
8.71
10 9.00 7.98 8.72 9.32 9.91 9.05 7.00
4 T SYSTEMS
www.TheBlackBookOfOutsourcing.com

16. Data Security and Backup Services – In order to provide a secure and constantly dependable IT services offerings for corporate
product development entities, an outsourcing vendor has to provide the highest level of security and data back-up services. In some cases,
you may find their service in these two areas superior to the security and back-up system in your own firm/corporation.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q16 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN

1 9.91 9.94 9.89 9.80 9.86 9.90 9.85 9.88

3 PEROT SYSTEMS

2 9.83 9.86 9.90 9.95 9.82 9.77 9.81 9.85

2 UNISYS

3 WIPRO 9.58 9.58 9.61 9.60 9.71 9.84 9.90 9.69

1 INFOCROSSING

4 9.61 9.81 9.76 9.54 9.92 9.36 9.72 9.67

6 CIBER

5 9.62 9.83 9.76 9.30 9.75 9.83 9.53 9.66

9 ACS

6 9.74 9.49 9.83 9.77 9.55 9.58 9.18 9.59

14 EDS

7 9.35 9.67 8.89 9.28 9.57 9.40 9.24 9.34

8 CSC

8 9.62 8.90 9.54 8.96 9.39 9.42 9.22 9.29

12 ATOS ORIGIN

9 9.24 9.89 9.40 9.01 9.29 9.90 8.28 9.29

17 COMPUCOM

10 9.13 8.79 9.54 9.79 9.10 9.25 9.18 9.25

7 HCL TECHNOLOGIES
www.TheBlackBookOfOutsourcing.com

17. Support and Customer Care –ITO Management Services Outsourcing leadership provides an adequate amount of onsite
administration and support to clients. There exists a formal outsourcing relationship and account management program that meets client
needs among suppliers for the customer. Vendor evidences successful management strategies of IT process and design products, and
services. Media and clients reference this vendor as a services leader and top producer correctly. Customer services and relationship
satisfaction is manifested through significant flagship infrastructure clients as well as smaller and newest customers similarly.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q17 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
6
1 9.85 9.72 9.40 9.76 9.85 9.59 9.71 9.70
CIBER
1
2 WIPRO 9.58 9.41 9.02 9.31 9.77 9.34 9.48 9.42
INFOCROSSING
2
3 9.02 9.58 9.62 9.28 9.43 9.43 9.43 9.40
UNISYS
5
4 9.79 9.28 9.50 8.21 9.67 9.38 9.59 9.35
IBM GLOBAL
3
5 9.43 9.37 9.70 9.55 8.69 8.86 9.46 9.29
PEROT SYSTEMS
10
6 8.65 9.74 9.09 9.28 9.74 9.48 9.08 9.29
HEWLETT PACKARD
8
7 9.58 9.31 8.80 9.72 8.82 7.85 8.98 9.01
CSC
16
8 9.54 9.04 8.75 9.13 9.00 8.99 8.32 8.97
SATYAM
4
9 8.94 9.09 8.28 8.59 9.64 8.04 9.08 8.81
T SYSTEMS
7
10 7.98 8.87 7.73 9.43 9.74 9.21 8.57 8.79
HCL TECHNOLOGIES
www.TheBlackBookOfOutsourcing.com

18. Best of Breed Technology and Process Improvement – Infrastructure management outsourcing and related technology
services management are considered best in breed. Vendor technology elevates customers via capabilities, equipment, processes,
deliverables, professional staff, leadership, quality assurance and innovative initiatives. IT services are delivered above former in-house
service levels. Constant quality improvement efforts are incorporated into service performance.

INFRA-
STORAGE STRUCURE
APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q18 TIER I ITO VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1
1 WIPRO 9.60 9.82 9.50 9.78 9.25 9.88 9.60 9.63
INFOCROSSING
5
2 9.71 9.58 9.47 9.73 9.70 9.42 9.28 9.56
IBM GLOBAL
13
3 TATA CONSULTANCY 8.93 9.01 9.65 9.42 9.68 8.87 9.54 9.30
SERVICES
8
4 9.85 8.91 8.78 8.93 9.28 9.45 9.31 9.22
CSC
2
5 9.27 9.33 9.52 9.14 9.08 8.94 9.00 9.18
UNISYS
9
6 9.22 8.78 8.13 9.65 9.29 9.61 8.67 9.05
ACS
6
7 9.01 9.49 9.49 9.18 8.60 8.13 9.36 9.04
CIBER
4
8 8.97 9.30 9.22 9.62 9.95 8.58 7.50 9.02
T SYSTEMS
3
9 8.56 7.97 9.75 8.97 9.52 9.48 8.86 8.97
PEROT SYSTEMS
11
10 8.21 9.85 8.09 9.44 8.03 9.74 8.92 8.90
ACCENTURE
www.TheBlackBookOfOutsourcing.com

PART THREE:
MID TIER ENTERPRISE MANAGEMENT
TRADITIONAL ITO INFRASTRUCTURE
www.TheBlackBookOfOutsourcing.com

MID TIER
IT INFRASTRUCTURE OUTSOURCING
MID TIER INFRASTRUCTURE VENDORS WITH MOST #1
INDIVIDUAL CRITERIA SCORES
Overall
Number of Criteria Mid Tier
Vendor Ranks #1 of 18 IO Vendor Rank
10 CIBER 1
1 ACCENTURE 2
1 ONE NECK 3
1 ITC INFOTECH 4
1 COMPUCOM 5
1 MICROLAND 6
1 CONNECTRIA 7
1 DIGICA 9
1 LARSEN & TOUBRO INFOTECH 14
www.TheBlackBookOfOutsourcing.com

TOP SCORE PER INDIVIDUAL CRITERIA

Overall
Mid Tier
(Q) # Criteria IO Vendor Rank
1 Vendor Overall Preference /Vertical Industry Recommendations CIBER 1
2 Innovation COMPUCOM 5
3 Training MICROLAND 6
4 Client Relationships and Cultural Fit CIBER 1
5 Trust CIBER 1
6 Breadth of Offerings, Client Types, Delivery Excellence CIBER 1
7 Deployment and Outsourcing Implementation CIBER 1
8 Customization CIBER 1
9 Integration and Interfaces ITC INFOTECH 4
10 Scalability, Client Adaptability, Flexible Pricing DIGICA 9
11 Compensation and Employee Performance ACCENTURE 2
12 Reliability CIBER 1
13 Brand Image and Marketing Communications LARSEN & TOUBRO 14
14 Marginal Value Adds CIBER 1
15 Viability ONE NECK 3
16 Data Security and Backup Services CONNECTRIA 7
17 Support and Customer Care CIBER 1
18 Best of Breed Technology and Process Improvement CIBER 1
www.TheBlackBookOfOutsourcing.com

MID TIER INFRASTRUCTURE MEA

OUTSOURCER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 N

1 CIBER 9.51 9.61 9.22 9.76 9.47 9.72 9.43 9.37 9.20 9.50 8.99 9.59 9.04 9.52 9.59 9.46 9.77 9.45 9.46
2 ACCENTURE
9.41 9.00 9.46 9.05 9.14 8.89 9.39 9.04 8.99 8.70 9.69 9.20 8.25 9.26 9.11 9.05 9.16 9.03 9.10
3 ONE NECK
9.01 9.11 8.90 8.87 8.79 9.22 9.23 7.86 9.33 8.89 9.35 9.34 9.00 8.74 9.77 9.37 9.51 9.35 9.09
4 ITC INFOTECH
9.14 9.03 9.29 7.18 8.01 9.58 9.06 8.17 9.55 7.89 9.44 9.21 9.22 9.07 9.53 9.19 8.77 8.31 8.87
5 COMPUCOM
9.21 9.73 8.82 9.03 9.22 7.62 9.16 8.67 7.90 9.17 8.80 8.43 7.22 8.91 8.79 9.01 8.50 9.02 8.73
6 MICROLAND
9.00 8.59 9.73 8.54 8.22 8.74 9.21 8.94 9.08 8.75 8.92 7.30 7.43 8.03 9.46 9.06 8.98 8.74 8.71
7 CONNECTRIA
8.78 7.23 7.94 8.16 7.87 9.71 9.38 8.23 8.27 9.00 8.58 8.79 7.17 7.90 9.34 9.59 8.08 8.79 8.49
8 CH2M HILL MANAGED SRVCS
8.50 7.99 8.53 9.10 8.53 7.30 7.86 8.98 7.36 9.61 9.02 8.08 7.50 9.37 7.11 8.91 9.31 8.72 8.44
9 DIGICA
8.63 9.13 8.18 7.85 8.78 8.19 8.57 7.46 7.02 9.66 8.77 8.32 7.34 9.28 8.76 8.24 8.03 9.26 8.41
10 N FRAME
8.23 8.11 8.18 9.10 8.99 8.88 8.63 8.45 8.05 8.38 9.23 8.53 7.11 7.43 7.91 8.46 9.41 7.86 8.39
11 VMC
7.95 7.32 8.11 8.77 8.90 8.45 8.86 8.68 8.55 7.39 9.24 7.27 8.54 8.44 8.77 8.68 8.62 7.81 8.35
12 ATG CORP SOLUTIONS
7.69 8.11 8.38 7.35 7.48 9.06 8.24 8.96 8.79 8.91 8.03 8.65 9.05 7.90 9.23 8.14 7.11 8.56 8.31
13 VERIZON
8.74 7.88 6.93 8.06 8.74 8.41 7.29 8.24 8.60 9.23 8.92 7.73 8.92 8.41 7.19 8.85 8.34 8.56 8.28
14 LARSEN & TOUBRO
7.91 7.62 7.27 8.02 7.23 9.30 8.75 6.99 9.49 7.77 8.95 7.58 9.53 8.50 9.59 8.29 7.99 7.54 8.24
15 ICON SOLUTIONS
8.43 8.03 6.78 7.47 8.11 9.15 7.12 7.87 9.18 8.29 7.47 7.77 9.29 7.24 9.69 9.57 7.25 6.76 8.08
16 CALSOFT
7.25 9.66 8.23 9.13 8.59 6.68 8.14 8.86 7.54 8.11 9.05 7.56 6.18 7.06 7.29 7.51 9.10 6.58 7.92
17 SIEMENS
8.26 9.08 8.49 6.83 8.63 7.64 7.21 6.82 8.93 8.77 8.68 7.95 6.71 8.23 6.97 7.22 5.33 8.19 7.77
18 BLUE HILL DATA SERVICES
8.66 7.86 8.92 6.98 6.82 7.90 9.01 7.42 8.46 9.00 8.54 6.41 5.71 8.33 6.28 7.93 6.59 8.29 7.73
19 OAO TECH SOLUTIONS
7.38 7.11 9.51 7.32 8.21 8.17 7.40 6.74 7.16 7.07 7.71 8.52 8.27 6.94 7.03 7.98 7.51 6.31 7.57
20 ACCEL FRONTLINE
8.89 7.47 7.56 7.99 6.60 6.83 7.66 6.32 6.94 8.87 7.93 6.68 8.77 6.06 7.88 6.91 7.40 7.35 7.45
www.TheBlackBookOfOutsourcing.com

SCORING KEY
HELP DESK
OVERALL OUTSOURCING
RANK This subset
This rank (one/seventh of the
references the total ITO Infrastructure
Final Position of Vendor Mean at the
all 18 criteria end of this row,
averaged by the includes all buyers
mean score and users who LOCAL AREA
collectively. This Company
Name of IT
indicate they contract DESK TOP NETWORK
vendor ranked with each respective WAN
INFRASTRUCTURE SERVICES
5th of the 20 vendor for traditional
Outsourcing Vendor OUTSOURCING SERVICES SECURITY
competitors. Help Desk Services.
▼ ▼ ▼ ▼ OUTSOURCING SERVICES
▼ ▼

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q1 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN

1 1 GLOBAL ITO INC. 9.43 8.82 9.70 9.81 9.74 9.21 9.72 9.49

▲ ▲
Criteria Rank APPLICATIONS MONITORING
▲ ▲ ▲
The actual rank of the This subset (one/seventh of the total ITO DATA STORAGE ITO INFRASTRUCTURE
top twenty vendors Infrastructure Vendor Mean at the end of CENTER & MEAN
positioned by only this this row, includes all buyers and users who SERVICES SERVERS Congruent with the Criteria
particular criteria or indicate they contract with each respective Rank, the) MEAN is a
question. vendor Applications Monitoring Solutions calculation of all four subsets
This vendor ranked specific to their enterprise as a distinct of PO functions surveyed. As
1st of the 20 outsourced function. Scores are based on a final ranking reference, it
competitor qualified 1/7 of full Mean. includes all vertical industries,
vendors analyzed. market sizes and
www.TheBlackBookOfOutsourcing.com

1. Vendor Overall Preference/Vertical Industry Recommendations - Vendor Overall Preference/Midmarket

Recommendation Organizational structure meets the needs of stakeholders or customers and stakeholder satisfaction is the most important
priority. The client likely to recommend the vendor for an outsourcing engagement for infrastructure outsourcing initiatives to other midmarket
buyers.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q1 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1 CIBER
1 9.54 9.54 9.21 9.76 9.23 9.58 9.73
9.51
2 ACCENTURE
2 9.13 9.39 9.55 9.45 9.52 9.34 9.48
9.41
5 COMPUCOM
3 9.24 9.71 8.87 9.43 9.21 9.00 9.04
9.21
4 ITC INFOTECH
4 9.02 9.09 9.54 9.63 8.42 9.32 8.98
9.14
3 ONE NECK
5 8.88 9.16 8.81 9.21 8.44 9.03 9.53
9.01
6 MICROLAND
6 8.26 9.29 8.74 8.87 9.22 9.52 9.08
9.00
20 ACCEL FRONTLINE
7 9.38 9.33 9.50 8.32 8.43 8.11 9.13
8.89
7 CONNECTRIA
8 9.03 8.65 8.34 9.02 8.72 9.40 8.28
8.78
13 VERIZON
9 9.32 8.12 9.20 8.67 9.29 7.56 9.00
8.74
18 BLUE HILL DATA
10 SERVICES 8.45 8.59 8.46 7.97 8.93 8.89 9.35
8.66
www.TheBlackBookOfOutsourcing.com

2. Innovation - Customers are also continuing to push the envelope for further enhancements to which the infrastructure outsourcing
vendor is responsive. Midmarket 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.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q2 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
5 COMPUCOM
1 9.60 9.78 9.89 9.87 9.62 9.54 9.82 9.73

16 CALSOFT
2 9.67 9.81 9.75 9.81 9.59 9.40 9.60 9.66

1 CIBER
3 9.83 9.52 9.80 9.72 9.28 9.77 9.33 9.61

9 DIGICA
4 8.29 9.39 9.65 9.63 8.73 9.21 9.02 9.13

3 ONE NECK
5 9.44 8.90 8.99 9.47 9.00 9.16 8.81 9.11

17 SIEMENS
6 9.24 9.04 9.76 9.10 8.88 9.64 7.88 9.08

4 ITC INFOTECH
7 9.17 8.17 9.41 9.57 9.00 8.72 9.16 9.03

2 ACCENTURE
8 8.91 8.06 9.72 8.88 8.47 9.32 9.67 9.00

6 MICROLAND
9 8.98 7.78 9.11 9.00 7.67 8.54 9.04 8.59

10 N FRAME
10 8.71 7.26 7.72 7.38 8.90 7.69 9.11 8.11
www.TheBlackBookOfOutsourcing.com

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.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q3 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
6 MICROLAND
1 9.83 9.58 9.84 9.72 9.75 9.80 9.58 9.73

19 OAO TECH
2 SOLUTIONS 8.89 9.64 9.57 9.39 9.69 9.52 9.84 9.51

2 ACCENTURE
3 9.52 9.87 9.66 9.46 9.50 9.27 8.93 9.46

4 ITC INFOTECH
4 9.65 9.30 9.69 8.33 9.76 8.97 9.32 9.29

1 CIBER
5 8.85 9.55 9.68 9.01 8.97 9.46 9.03 9.22

18 BLUE HILL DATA

6 SERVICES 9.46 9.30 8.91 7.90 9.45 9.19 8.23 8.92

3 ONE NECK
7 8.89 8.44 9.51 8.11 9.12 9.16 9.09 8.90

5 COMPUCOM
8 8.55 9.01 8.27 9.48 8.82 8.63 9.00 8.82

8 CH2M HILL MANAGED

9 SRVCS 9.16 8.19 8.98 8.15 9.07 8.58 7.56 8.53

17 SIEMENS 8.47 7.88 9.35 8.68 7.91 8.22 8.89 8.49

10
www.TheBlackBookOfOutsourcing.com

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.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q4 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1 CIBER
1 9.78 9.61 9.72 9.82 9.87 9.78 9.73
9.76
16 CALSOFT
2 9.58 8.77 8.87 8.76 9.43 9.58 8.89
9.13
8 CH2M HILL MANAGED
3 SRVCS 7.83 9.18 9.54 8.83 9.25 9.33 9.76
9.10
10 N FRAME
4 8.22 9.46 9.65 8.73 9.21 9.02 9.43
9.10
2 ACCENTURE
5 8.49 9.17 8.99 9.51 9.31 8.82 9.05
9.05
5 COMPUCOM
6 9.55 9.04 8.97 8.88 8.45 8.88 9.46
9.03
3 ONE NECK
7 8.55 8.73 9.41 8.15 9.08 9.16 9.02
8.87
11 VMC
8 9.18 7.87 9.00 8.47 9.32 9.20 8.38
8.77
6 MICROLAND
9 8.98 8.01 8.48 8.08 8.02 9.04 9.16
8.54
7 CONNECTRIA
10 8.02 8.33 7.12 7.29 8.45 9.46 8.47
8.16
www.TheBlackBookOfOutsourcing.com

5. Trust -Trust in enterprise reputation is vital to midmarket 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 in infrastructure outsourcing.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q5 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1 CIBER
1 9.80 9.62 9.77 9.67 9.16 8.87 9.38
9.47
5 COMPUCOM
2 9.13 9.42 9.28 8.98 9.56 9.19 8.96
9.22
2 ACCENTURE
3 9.05 9.30 8.83 9.04 9.28 8.94 9.53
9.14
10 N FRAME
4 9.00 8.58 9.26 7.94 9.21 9.54 9.37
8.99
11 VMC
5 8.79 9.51 8.87 8.17 9.20 9.20 8.57
8.90
3 ONE NECK
6 8.97 9.14 9.19 9.16 8.79 8.38 7.92
8.79
9 DIGICA
7 8.79 8.95 8.48 9.45 8.38 8.28 9.15
8.78
13 VERIZON
8 8.37 8.85 8.83 9.22 8.82 8.65 8.46
8.74
17 SIEMENS
9 8.75 8.23 8.88 7.79 8.75 9.22 8.80
8.63
16 CALSOFT
10 8.02 8.94 7.56 9.20 8.45 9.46 8.47
8.59
www.TheBlackBookOfOutsourcing.com

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. Vendor has demonstrated expertise and delivery processes for Midmarket clients.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q6 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1 CIBER
1 9.30 9.76 9.90 9.65 9.80 9.75 9.87
9.72
7 CONNECTRIA
2 9.84 9.86 9.78 9.73 9.60 9.62 9.55
9.71
4 ITC INFOTECH
3 9.40 9.59 9.62 9.64 9.74 9.69 9.40
9.58
14 LARSEN & TOUBRO
4 9.11 9.63 9.50 9.49 9.48 9.04 8.82
9.30
3 ONE NECK
5 9.54 9.42 9.35 9.76 8.23 8.80 9.47
9.22
15 ICON SOLUTIONS
6 9.25 9.29 9.35 8.67 9.33 9.20 8.98
9.15
12 ATG CORP
7 SOLUTIONS 8.47 9.38 9.39 9.54 9.18 9.20 8.29
9.06
2 ACCENTURE
8 9.10 8.95 9.17 8.95 8.01 8.80 9.28
8.89
10 N FRAME
9 9.05 9.12 9.08 8.86 9.28 8.57 8.18
8.88
6 MICROLAND
10 9.28 8.10 9.00 8.69 9.08 9.04 8.00
8.74
www.TheBlackBookOfOutsourcing.com

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.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q7 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1 CIBER
1 9.55 9.27 9.40 9.77 9.35 9.12 9.55 9.43

2 ACCENTURE
2 9.49 9.47 9.57 8.94 9.26 9.53 9.47 9.39

7 CONNECTRIA
3 9.20 9.25 9.11 9.42 9.75 9.40 9.50 9.38

3 ONE NECK
4 8.90 9.62 9.39 9.28 9.06 9.43 8.92 9.23

6 MICROLAND
5 8.91 9.21 9.32 9.24 9.07 9.39 9.35 9.21

5 COMPUCOM
6 9.01 9.18 9.05 9.13 9.51 9.21 9.01 9.16

4 ITC INFOTECH
7 8.57 9.25 8.34 9.48 9.51 9.08 9.17 9.06

18 BLUE HILL DATA

8 SERVICES 9.25 8.83 9.08 8.38 9.02 9.11 9.40 9.01

11 VMC
9 8.51 9.42 8.61 8.46 8.81 8.70 9.51 8.86

14 LARSEN & TOUBRO

10 8.82 8.30 8.11 8.98 9.43 9.17 8.46 8.75
www.TheBlackBookOfOutsourcing.com

8. Customization - Outsourcing products and process services are customized to meet the unique needs of specific client purpose,
processes, midmarket organizational size and business models.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q8 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1 CIBER
1 9.33 9.48 9.70 9.43 9.71 9.06 8.91
9.37
2 ACCENTURE
2 9.36 8.77 9.02 9.15 8.87 9.41 8.73
9.04
8 CH2M HILL MANAGED
3 SRVCS 9.57 9.24 8.89 8.84 8.76 8.52 9.02
8.98
12 ATG CORP
4 SOLUTIONS 9.19 8.98 9.21 8.68 9.27 9.61 7.81
8.96
6 MICROLAND
5 8.70 8.56 9.30 8.94 8.88 9.46 8.75
8.94
16 CALSOFT
6 9.26 9.28 9.41 9.05 8.65 8.72 7.64
8.86
11 VMC
7 7.89 8.80 9.45 9.50 8.29 7.99 8.83
8.68
5 COMPUCOM
8 8.14 8.82 8.08 9.15 8.49 9.27 8.74
8.67
10 N FRAME
9 8.76 8.18 9.36 8.21 8.99 8.66 6.98
8.45
3 ONE NECK
10 8.94 8.59 8.14 8.20 8.87 8.29 8.04
8.44
www.TheBlackBookOfOutsourcing.com

9. Integration and Interfaces – Midmarket client services vendor supports interfaces so information can be shared between necessary
applications. Solutions are easily integrated to existing backend systems. Seamless interfaces to legacy applications are performed as
required for optimal functioning. Human integration and interface activities are administered precisely. Cross-industry ITO services expertise
is evidenced by execution and orchestration of multiple transaction and purchasing products, services and systems.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q9 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
4 ITC INFOTECH
1 9.53 9.63 9.72 9.49 9.40 9.68 9.40
9.55
14 LARSEN & TOUBRO
2 9.33 9.18 9.57 9.60 9.45 9.47 9.81
9.49
3 ONE NECK
3 9.30 9.47 9.60 9.17 9.25 9.45 9.06
9.33
1 CIBER
4 9.38 9.15 9.44 8.95 9.49 9.31 8.67
9.20
15 ICON SOLUTIONS
5 9.14 9.02 9.06 8.91 9.55 8.96 9.64
9.18
6 MICROLAND
6 9.45 9.08 9.43 8.84 8.47 9.26 9.05
9.08
2 ACCENTURE
7 9.05 9.19 8.66 9.41 8.42 8.89 9.30
8.99
17 SIEMENS
8 9.28 9.26 8.70 8.49 8.41 8.83 9.53
8.93
12 ATG CORP
9 SOLUTIONS 8.53 8.70 8.38 9.29 8.30 9.08 9.24
8.79
13 VERIZON
10 7.03 8.76 9.25 8.67 9.17 8.30 9.02
8.60
www.TheBlackBookOfOutsourcing.com

10. Scalability, Client Adaptability, Flexible Pricing - ITO Solutions vendor provides flexible outsourcing pricing, allowing
midmarket client to choose and pay for the precise functionality and services needed. Invested in significant infrastructure and have the
ability to provide services to enterprise organizations. IT products and services meet the changing needs of midmarket clientele.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q10 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
9 DIGICA
1 9.35 9.71 9.59 9.67 9.85 9.64 9.84 9.66

8 CH2MHILL
2 9.83 9.33 9.77 9.36 9.71 9.53 9.74 9.61

1 CIBER
3 9.34 9.31 9.57 9.74 9.67 9.54 9.34 9.50

13 VERIZON
4 9.58 9.15 9.24 9.12 9.22 9.06 9.24 9.23

5 COMPUCOM
5 9.45 9.04 9.02 8.95 8.79 9.62 9.34 9.17

18 BLUE HILL DATA

6 SERVICES 8.89 9.24 9.33 9.29 8.69 8.82 8.73 9.00

7 CONNECTRIA
7 8.91 9.23 8.45 9.04 9.22 8.98 9.16 9.00

12 ATG CORP
8 SOLUTIONS 8.45 9.08 9.22 8.32 9.03 9.05 9.21 8.91

3 ONE NECK
9 9.35 9.24 9.36 8.57 8.37 8.45 8.92 8.89

20 ACCEL FRONTLINE
10 9.25 9.68 8.65 8.65 8.56 8.95 8.37 8.87
www.TheBlackBookOfOutsourcing.com

11. Compensation and Employee Performance – ITO process services outsourcing vendor is focused on building and developing
a strong employee team of producers. Employees act like owners/leaders. Company is moving towards leveraged pay at all levels.
Implications of the “contractor mentality” are minimized. Vendor is using effective tools to tie performance metrics to compensation policy
and compensating top leaders. FYI, Human resources-related criteria are scored from the client perspective on this indicator.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q11 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
2 ACCENTURE
1 9.65 9.79 9.42 9.72 9.82 9.60 9.85 9.69

4 ITC INFOTECH
2 9.24 9.78 9.25 9.44 9.32 9.71 9.35 9.44

3 ONE NECK
3 9.34 9.57 9.25 9.18 9.74 9.09 9.28 9.35

11 VMC
4 8.84 9.24 9.19 9.86 8.98 9.32 9.24 9.24

10 N FRAME
5 9.16 9.49 9.38 9.38 8.92 8.93 9.35 9.23

16 CALSOFT
6 9.21 9.43 8.99 8.28 8.75 9.38 9.32 9.05

8 CH2M HILL MANAGED

7 SRVCS 8.92 8.93 9.09 9.05 8.96 9.07 9.14 9.02

1 CIBER
8 8.37 9.08 9.24 9.37 9.13 9.40 8.35 8.99

14 LARSEN & TOUBRO

9 9.24 8.42 8.68 8.67 8.88 9.07 9.68 8.95

13 VERIZON
10 9.00 8.37 9.24 9.40 9.13 8.79 8.48 8.92
www.TheBlackBookOfOutsourcing.com

12. Reliability – IT Outsourcing supplier meets agreed terms as evidenced by routine, acceptable IT service level reporting and industry
expectations. Depth and breadth of applications/solutions are acceptable in meeting client needs. Online reliability is maximized and
outages/downtimes are minimized. Solid product and outsourcing service capacities are demonstrated consistently. Service levels are
consistently met as agreed. Services and support response is maximized by vendor team.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q12 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
1 CIBER
1 9.68 9.24 9.72 9.56 9.65 9.72 9.55 9.59

3 ONE NECK
2 9.25 9.18 9.65 9.33 8.92 9.37 9.65 9.34

4 ITC INFOTECH
3 9.09 9.86 9.13 9.17 9.24 8.98 9.00 9.21

2 ACCENTURE
4 9.38 8.97 9.10 8.93 9.35 9.33 9.35 9.20

7 CONNECTRIA
5 8.99 8.28 8.75 8.39 9.32 9.07 8.73 8.79

12 ATG CORP
6 SOLUTIONS 8.51 9.05 8.38 9.11 8.14 8.50 8.87 8.65

10 N FRAME
7 9.24 8.33 9.13 7.96 8.35 9.46 8.35 8.53

19 OAO TECH
8 SOLUTIONS 7.83 8.46 9.34 9.30 8.94 7.87 7.92 8.52

5 COMPUCOM
9 8.54 7.56 8.46 9.45 7.57 8.78 8.67 8.43

9 DIGICA
10 8.69 8.05 8.25 8.24 8.39 9.13 7.48 8.32
www.TheBlackBookOfOutsourcing.com

13. Brand Image and Marketing Communications - The IT outsourcing vendor’s sales and marketing processes accurately and
appropriately represent service deliverables. Image is consistent with top IT service rankings. Sales presentations and proposals delivered
upon and corporate integrity/honesty in marketing and business development are highly valued. Company image and integrity are values
upheld top-down consistently. Maintains high image and reputation so that customer, manufacturers, MNCs and other buyers of IT services
openly reference their IT representatives as client team members. Midmarket branding is actualized by supportive midmarket references.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q13 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
14 LARSEN & TOUBRO
1 9.40 9.80 9.58 9.35 9.58 9.83 9.16 9.53

15 ICON SOLUTIONS
2 8.97 9.03 9.73 9.57 9.34 9.50 8.87 9.29

4 ITC INFOTECH
3 9.31 9.57 9.35 9.67 9.23 8.33 9.09 9.22

12 ATG CORP
4 SOLUTIONS 9.14 9.29 9.28 9.43 8.73 8.26 9.25 9.05

1 CIBER
5 9.04 9.27 8.95 9.24 9.07 8.34 9.36 9.04

3 ONE NECK
6 9.35 9.40 9.29 8.07 9.03 8.73 9.13 9.00

13 VERIZON
7 9.12 8.93 8.31 8.82 8.98 9.09 9.17 8.92

20 ACCEL FRONTLINE
8 8.41 8.02 8.32 9.03 9.00 9.21 9.43 8.77

11 VMC
9 9.72 8.17 9.00 8.13 8.13 9.11 7.50 8.54

19 OAO TECH
10 SOLUTIONS 8.02 7.73 8.12 8.85 8.06 8.11 8.99 8.27
www.TheBlackBookOfOutsourcing.com

14. Marginal Value Adds - Outsourced ITO vendor’s cost savings are realized as generally estimated, and not over positioned or
over/underestimated in ways that effect major client satisfaction or costs. Savings expectations such as decreases in firm IT handling and
support staff are realized. Buyer’s document services support costs are reduced significantly. Vendor offers value-adds as a cross-industry
outsourcing partner in cost savings IT management initiatives and creative programs through bundled product design and purchasing
services outsourcing. Provides true business transformation opportunities to buyer and opportunities for top line contributions.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
MONITORING CENTER SERVERS MGMT SERVICES
Overall Q14 VENDOR
Rank Rank MEAN
1 CIBER
1 9.60 9.50 9.77 9.43 9.69 9.13 9.50 9.52

8 CH2M HILL MANAGED

2 SRVCS 9.67 9.57 9.45 9.52 9.62 8.54 9.20 9.37

9 DIGICA
3 9.16 9.41 9.02 9.81 9.03 9.53 8.99 9.28

2 ACCENTURE
4 9.51 8.80 9.18 9.02 9.43 9.35 9.51 9.26

4 ITC INFOTECH
5 9.14 9.21 9.45 9.23 9.58 8.32 8.58 9.07

5 COMPUCOM
6 8.46 8.87 9.72 9.40 9.08 9.04 7.83 8.91

3 ONE NECK
7 8.65 9.43 9.25 9.31 7.98 9.28 7.27 8.74

14 LARSEN & TOUBRO

8 8.05 7.57 8.72 9.19 9.43 9.20 7.32 8.50

11 VMC
9 8.99 8.83 8.34 8.42 8.12 8.19 8.22 8.44

13 VERIZON
10 8.12 7.97 8.51 9.10 8.02 8.20 8.98 8.41
www.TheBlackBookOfOutsourcing.com

15. Viability – Vendor’s viability, employee turnover, financial stability, and/or cultural mismatches do not threaten relationship. This
outsourcing vendor takes extraordinary efforts to avoid relationship problems among service providers and the client as well. Senior
management and board exemplify strong leadership principals to steward resources appropriate that impact IT buyers in particular.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q15 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
3 ONE NECK
1 9.73 9.81 9.83 9.74 9.83 9.65 9.80 9.77

15 ICON SOLUTIONS
2 9.67 9.85 9.47 9.84 9.39 9.78 9.85 9.69

1 CIBER
3 9.59 9.72 9.58 9.50 9.70 9.43 9.64 9.59

14 LARSEN & TOUBRO

4 9.65 9.56 9.39 9.62 9.63 9.64 9.67 9.59

4 ITC INFOTECH
5 9.29 9.28 9.59 9.54 9.82 9.66 9.53 9.53

6 MICROLAND
6 9.41 9.40 9.53 9.64 9.65 9.41 9.20 9.46

7 CONNECTRIA
7 8.87 9.54 9.64 9.29 9.53 9.60 8.92 9.34

12 ATG CORP
8 SOLUTIONS 8.99 9.07 9.20 9.31 9.40 9.43 9.24 9.23

2 ACCENTURE
9 9.12 9.09 9.39 9.45 9.16 8.56 9.00 9.11

5 COMPUCOM
10 8.28 9.55 8.27 9.28 8.68 8.63 8.84 8.79
www.TheBlackBookOfOutsourcing.com

16. Data Security and Backup Services – In order to provide a secure and constantly dependable IT services offerings for corporate
product development entities, an outsourcing vendor has to provide the highest level of security and data back-up services. Midmarket
clients find their vendor service in these two areas superior to the security and back-up system in your own firm/corporation.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
Q16 VENDOR MONITORING CENTER SERVERS MGMT SERVICES
Overall
Rank Rank MEAN
7 CONNECTRIA
1 9.13 9.64 9.77 9.74 9.48 9.70 9.64 9.59

15 ICON SOLUTIONS
2 9.14 9.52 9.84 9.31 9.83 9.59 9.75 9.57

1 CIBER
3 9.53 9.60 9.58 9.44 9.74 9.00 9.31 9.46

3 ONE NECK
4 9.35 9.28 9.33 9.12 9.63 9.39 9.50 9.37

4 ITC INFOTECH
5 9.12 9.54 9.01 9.08 9.42 8.62 9.54 9.19

6 MICROLAND
6 9.03 9.28 9.04 8.67 9.04 9.37 9.02 9.06

2 ACCENTURE
7 9.10 9.28 9.11 9.19 9.35 8.30 9.02 9.05

5 COMPUCOM
8 9.46 8.90 9.04 8.97 8.94 8.69 9.08 9.01

8 CH2M HILL MANAGED

9 SRVCS 9.21 9.04 8.39 9.29 8.89 9.02 8.51 8.91

13 VERIZON
10 9.00 8.98 8.48 8.19 9.49 8.92 8.90 8.85
www.TheBlackBookOfOutsourcing.com

17. Support and Customer Care –ITO Management Services Outsourcing leadership provides an adequate amount of onsite
administration and support to clients. There exists a formal outsourcing relationship and account management program that meets client
needs among suppliers for the customer. Vendor evidences successful management strategies of IT process and design products, and
services. Media and clients reference this vendor as a services leader and top producer correctly. Customer services and relationship
satisfaction is manifested through significant flagship Midmarket size clients as well as smaller and newest customers similarly.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
MONITORING CENTER SERVERS MGMT SERVICES
Overall Q17 VENDOR
Rank Rank MEAN
1 CIBER
1 9.83 9.85 9.57 9.78 9.83 9.80 9.72 9.77

3 ONE NECK
2 9.73 9.60 9.83 9.54 9.14 9.16 9.59 9.51

10 N FRAME
3 9.02 9.82 9.14 9.85 9.07 9.56 9.38 9.41

8 CH2M HILL MANAGED

4 SRVCS 9.55 9.51 8.89 9.40 9.25 9.33 9.24 9.31

2 ACCENTURE
5 9.40 9.23 9.58 9.56 8.58 9.04 8.71 9.16

16 CALSOFT
6 8.97 9.37 9.04 8.77 9.11 9.10 9.35 9.10

6 MICROLAND
7 9.02 9.44 8.99 9.29 9.05 8.59 8.48 8.98

4 ITC INFOTECH
8 8.87 9.33 8.93 8.90 9.03 8.03 8.32 8.77

11 VMC
9 8.91 8.99 8.12 8.19 9.37 8.39 8.38 8.62

5 COMPUCOM
10 7.79 8.29 9.39 9.00 8.98 8.01 8.07 8.50
www.TheBlackBookOfOutsourcing.com

18. Best of Breed Technology and Process Improvement - Cross-Industry IT sourcing and related technology services
management are considered best in breed. Vendor technology elevates Midmarket customers via capabilities, equipment, processes,
deliverables, professional staff, leadership, quality assurance and innovative initiatives. IT services are delivered at or above current/former
in-house service levels.

INFRA-
STORAGE STRUCURE
MID TIER ITO APPS HELP DESK DATA DESK TOPS & LAN WAN SECURITY MGMT
MONITORING CENTER SERVERS MGMT SERVICES
Overall Q18 VENDOR
Rank Rank MEAN
1 CIBER
1 9.53 9.64 9.78 9.04 9.54 9.51 9.10 9.45

3 ONE NECK
2 9.30 9.40 9.62 9.01 9.50 9.57 9.04 9.35

9 DIGICA
3 9.22 9.31 8.80 9.26 9.24 9.43 9.55 9.26

2 ACCENTURE
4 9.39 8.45 9.46 8.47 9.10 9.35 9.00 9.03

5 COMPUCOM
5 9.32 9.01 8.82 9.15 9.02 9.12 8.72 9.02

7 CONNECTRIA
6 8.83 8.73 9.33 8.40 8.81 8.89 8.57 8.79

6 MICROLAND
7 8.47 8.75 9.09 8.55 9.22 8.59 8.49 8.74

8 CH2M HILL MANAGED

8 8.88 9.08 8.25 9.46 9.30 7.94 8.14 8.72
SRVCS
13 VERIZON
9 9.11 8.21 9.33 8.64 8.25 8.03 8.33 8.56

12 ATG CORP
10 7.83 7.53 9.10 8.87 9.38 9.05 8.15 8.56
SOLUTIONS
www.TheBlackBookOfOutsourcing.com

PART FOUR:
REMOTE INFRASTRUCTURE OUTSOURCING
(RIMO) SUPPLIERS
www.TheBlackBookOfOutsourcing.com

REMOTE INFRASTRUCTURE MANAGEMENT

OUTSOURCING VENDOR

RIM OUTSOURCING VENDORS WITH MOST #1

INDIVIDUAL CRITERIA SCORES
Overall
Number of Criteria RIMO
Vendor Ranks #1 of 18 RIMO Vendor Rank
11 WIPRO INFOCROSSING 1
2 T SYSTEMS 3
2 LOGICA 5
1 HCL TECHNOLOGIES 2
1 UNISYS 6
1 SATYAM 12
www.TheBlackBookOfOutsourcing.com

TOP SCORE PER INDIVIDUAL CRITERIA

Remote Infrastructure Overall
Management RIMO
(Q) # Criteria Outsourcing Vendor Rank
1 Vendor Overall Preference /Vertical Industry Recommendations WIPRO INFOCROSSING 1
2 Innovation WIPRO INFOCROSSING 1
3 Training WIPRO INFOCROSSING 1
4 Client Relationships and Cultural Fit UNISYS 6
5 Trust T SYSTEMS 3
6 Breadth of Offerings, Client Types, Delivery Excellence WIPRO INFOCROSSING 1
7 Deployment and Outsourcing Implementation WIPRO INFOCROSSING 1
8 Customization SATYAM 12
9 Integration and Interfaces WIPRO INFOCROSSING 1
10 Scalability, Client Adaptability, Flexible Pricing LOGICA 5
11 Compensation and Employee Performance LOGICA 5
12 Reliability WIPRO INFOCROSSING 1
13 Brand Image and Marketing Communications HCL TECHNOLOGIES 3
14 Marginal Value Adds T SYSTEMS 2
15 Viability WIPRO INFOCROSSING 1
16 Data Security and Backup Services WIPRO INFOCROSSING 1
17 Support and Customer Care WIPRO INFOCROSSING 1
18 Best of Breed Technology and Process Improvement WIPRO INFOCROSSING 1
www.TheBlackBookOfOutsourcing.com

RIMO VENDOR 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 MEAN

1 WIPRO INFOCROSSING 9.61 9.78 9.75 9.54 9.69 9.65 9.65 9.29 9.60 9.51 9.23 9.84 9.57 9.48 9.75 9.91 9.80 9.70 9.63

2 HCL TECHNOLOGIES 9.40 9.72 9.65 9.44 9.54 9.07 9.44 9.01 9.34 9.28 9.61 9.73 9.92 9.68 9.19 9.68 9.07 9.49 9.46

3 T SYSTEMS 9.47 9.53 9.32 9.25 9.78 9.45 9.04 8.93 9.42 9.13 9.03 8.86 9.75 9.75 9.56 9.52 9.09 9.27 9.34

4 IBM 9.49 9.41 9.37 9.47 8.88 9.42 8.53 9.51 9.00 9.21 9.10 8.94 9.09 9.28 9.31 8.89 8.48 8.69 9.12

5 LOGICA 9.00 9.33 8.58 9.36 8.77 9.13 8.82 8.74 9.54 9.58 9.91 9.01 9.44 8.72 9.23 8.46 9.02 9.30 9.11

6 UNISYS 8.93 9.33 9.41 9.95 8.65 9.10 9.46 8.70 8.88 8.92 9.14 9.14 8.99 9.10 9.00 9.55 8.96 8.64 9.10

7 CAPGEMINI 9.18 9.17 9.25 8.96 8.83 9.52 9.27 8.49 8.74 8.23 8.89 9.35 9.22 9.57 9.33 9.32 9.41 8.82 9.09

8 MICROLAND 9.21 8.83 8.91 8.47 8.75 8.29 7.49 8.68 9.07 9.05 9.08 8.63 8.96 9.04 8.83 8.44 9.37 9.04 8.79

9 TECH TEAM 9.15 8.41 8.17 8.28 8.77 8.44 8.57 8.71 8.33 8.17 9.22 8.43 9.00 8.89 8.96 9.48 9.45 8.97 8.74

10 COMPUCOM 8.34 9.35 8.73 7.96 8.24 9.30 9.17 9.21 7.57 8.04 8.16 9.77 7.90 9.22 8.86 9.37 8.09 9.23 8.70

11 CSC 9.44 9.49 9.57 7.13 7.96 8.53 8.38 8.76 7.95 9.20 9.39 9.16 8.73 8.81 8.02 8.87 8.00 8.57 8.66

12 SATYAM 9.04 8.76 8.84 8.72 8.85 8.20 7.82 9.53 9.24 7.94 9.19 7.22 9.34 9.42 8.26 8.35 8.96 7.66 8.63

13 BT GLOBAL 8.76 8.74 8.87 8.90 8.80 8.92 7.39 9.26 9.34 8.78 8.84 8.87 6.33 8.69 7.60 9.83 8.09 8.96 8.61

14 HEWLETT PACKARD 9.32 8.23 8.31 9.05 8.94 8.57 7.81 8.73 8.96 9.00 8.98 8.90 6.93 7.01 9.05 9.14 9.69 8.25 8.60

15 PATNI 9.11 9.44 8.35 8.23 8.64 8.97 8.33 9.13 9.27 8.11 8.21 6.08 7.92 8.00 8.19 9.48 8.58 8.98 8.50

16 INFOSYS 8.86 7.60 8.01 7.14 7.78 8.40 9.59 8.07 9.16 9.18 9.09 7.44 9.36 8.77 8.73 9.00 8.64 7.70 8.47

17 ATOS ORIGIN 8.97 8.17 9.25 8.33 8.05 9.41 9.25 9.41 8.75 7.26 8.62 8.36 8.49 6.98 7.63 7.76 8.23 9.14 8.45

18 ACS 9.01 9.07 8.12 9.00 8.85 8.33 9.65 8.31 7.65 7.63 8.90 8.15 7.53 9.24 7.84 9.40 7.65 7.63 8.44

19 SIFY TECHNOLOGIES 8.71 7.55 8.66 7.50 8.42 8.00 7.39 6.98 6.94 6.68 7.90 8.73 8.47 8.07 7.20 9.17 7.70 6.47 7.81

20 SUNGARD 8.03 7.34 8.69 8.19 6.77 7.48 7.45 6.31 7.69 8.56 8.13 6.85 7.27 8.83 7.42 7.08 7.69 8.56 7.69
www.TheBlackBookOfOutsourcing.com

REMOTE INFASTRUCTURE MANAGEMENT OUTSOURCING

OVERALL SCORING KEY
RANK
This rank
references the
Final Position of all
18 criteria
averaged by the RIMO VENDOR
mean score
collectively. This Name of IT REMOTE FULL
vendor ranked 5th INFRASTRUCTURE SERVICE RIMO
of the 20 Outsourcing Vendor
MEAN
competitors. ▼ RIMO
▼
▼ ▼

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO RIMO RIMO MEAN
Overall Q1 VENDOR
Rank Rank

1 1 WORLD ITO INC. 9.43 8.82 9.70 9.49

▲ ▲
VENDOR
SELECTIVE
MANAGED
DISCREET INVENTORY
RIMO RIMO
www.TheBlackBookOfOutsourcing.com

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. The RIM
client is likely to recommend the vendor for an outsourcing engagement for remote infrastructure initiatives and management to other ITO
buyers
SELECTIVE FULL VENDOR
MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q1 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.68 9.72 9.43 9.61

4 IBM
2 9.50 9.66 9.32 9.49

3 T SYSTEMS
3 9.28 9.67 9.47 9.47

11 CSC
4 9.31 9.40 9.60 9.44

2 HCL TECHNOLOGIES
5 9.54 9.31 9.35 9.40

14 HEWLETT PACKARD
6 8.97 9.56 9.44 9.32

8 MICROLAND
7 9.43 9.21 9.00 9.21

7 CAPGEMINI
8 9.20 9.22 9.11 9.18

9 TECH TEAM
9 9.17 9.03 9.25 9.15

15 PATNI
10 9.40 9.05 8.88 9.11
www.TheBlackBookOfOutsourcing.com

2. Innovation - RIM customers are also continuing to push the envelope for further enhancements to which the ITO process outsourcing
vendor is responsive. RIM 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 remote ITO was introduced.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q2 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.83 9.73 9.79 9.78

2 HCL TECHNOLOGIES
2 9.75 9.68 9.73 9.72

3 T SYSTEMS
3 9.38 9.75 9.45 9.53

11 CSC
4 9.42 9.56 9.49 9.49

15 PATNI
5 9.13 9.58 9.61 9.44

4 IBM
6 9.25 9.43 9.54 9.41

10 COMPUCOM
7 9.41 9.35 9.29 9.35

5 LOGICA
8 9.09 9.21 9.70 9.33

6 UNISYS
9 9.42 9.12 9.45 9.33

7 CAPGEMINI
10 9.16 9.50 8.84 9.17
www.TheBlackBookOfOutsourcing.com

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.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q3 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.80 9.63 9.81 9.75

2 HCL TECHNOLOGIES
2 9.64 9.61 9.69 9.65

11 CSC
3 9.52 9.78 9.42 9.57

6 UNISYS
4 9.58 9.23 9.42 9.41

4 IBM
5 9.45 9.05 9.61 9.37

3 T SYSTEMS
6 9.40 9.42 9.14 9.32

17 ATOS ORIGIN
7 9.18 9.15 9.41 9.25

7 CAPGEMINI
8 9.38 9.04 9.32 9.25

8 MICROLAND
9 8.93 8.87 8.93 8.91

13 BT GLOBAL
10 8.60 8.90 9.10 8.87
www.TheBlackBookOfOutsourcing.com

4. Client Relationships - Outsourcing leadership honors customer relationships highly. The relationship with the RIMO 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 with RIM.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q4 RIMO VENDOR
Rank Rank
6 UNISYS
1 9.84 9.76 9.70 9.95

1 WIPRO
2 INFOCROSSING 9.43 9.52 9.66 9.54

4 IBM
3 9.58 9.55 9.29 9.47

2 HCL TECHNOLOGIES
4 9.31 9.51 9.49 9.44

5 LOGICA
5 9.30 9.50 9.28 9.36

3 T SYSTEMS
6 9.49 9.56 8.70 9.25

14 HEWLETT PACKARD
7 8.88 9.02 9.24 9.05

18 ACS
8 9.10 8.79 9.10 9.00

7 CAPGEMINI
9 9.32 9.02 8.53 8.96

13 BT GLOBAL
10 8.72 8.85 9.13 8.90
www.TheBlackBookOfOutsourcing.com

5. Trust -Trust in enterprise reputation is crucial to RIMO 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.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q5 RIMO VENDOR
Rank Rank
3 T SYSTEMS
1 9.82 9.85 9.67 9.78

1 WIPRO
2 INFOCROSSING 9.56 9.80 9.72 9.69

2 HCL TECHNOLOGIES
3 9.43 9.66 9.53 9.54

14 HEWLETT PACKARD
4 9.46 8.35 9.00 8.94

4 IBM
5 8.82 8.98 8.84 8.88

18 ACS
6 8.90 8.64 9.02 8.85

12 SATYAM
7 8.95 8.95 8.65 8.85

7 CAPGEMINI
8 7.88 9.32 9.30 8.83

13 BT GLOBAL
9 8.69 8.89 8.83 8.80

5 LOGICA
10 9.04 9.07 8.19 8.77
www.TheBlackBookOfOutsourcing.com

6. Breadth of Offerings, Client Types, Delivery Excellence - Industry recognized horizontal functionality and vertical Industry
applications to manage RIM services. Vendor routinely drives Operational Performance improvements and results in the areas they affect.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q6 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.51 9.80 9.63 9.65

7 CAPGEMINI
2 9.57 9.42 9.57 9.52

3 T SYSTEMS
3 9.12 9.54 9.68 9.45

4 IBM
4 9.20 9.52 9.54 9.42

17 ATOS ORIGIN
5 9.21 9.43 9.60 9.41

10 COMPUCOM
6 9.34 9.23 9.34 9.30

5 LOGICA
7 8.90 9.43 9.06 9.13

6 UNISYS
8 9.07 9.11 9.13 9.10

2 HCL TECHNOLOGIES
9 8.95 9.04 9.21 9.07

15 PATNI
10 9.18 9.37 8.36 8.97
www.TheBlackBookOfOutsourcing.com

7. Deployment and Outsourcing Implementation - Faster Deployments via RIMO 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.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q7 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.54 9.82 9.60 9.65

18 ACS
2 9.60 9.67 9.67 9.65

16 INFOSYS
3 9.72 9.64 9.41 9.59

6 UNISYS
4 9.35 9.65 9.37 9.46

2 HCL TECHNOLOGIES
5 9.43 9.35 9.55 9.44

7 CAPGEMINI
6 9.03 9.38 9.40 9.27

17 ATOS ORIGIN
7 9.52 9.06 9.18 9.25

10 COMPUCOM
8 9.49 9.00 9.03 9.17

3 T SYSTEMS
9 9.11 9.30 8.72 9.04

5 LOGICA
10 8.89 9.15 8.42 8.82
www.TheBlackBookOfOutsourcing.com

8. Customization - Outsourcing products and process services are customized to meet the unique needs of specific client purpose,
processes and models. RIM vendor manifests little resistance to changing performance measurements clients’ needs vary.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q8 RIMO VENDOR
Rank Rank
12 SATYAM
1 9.67 9.58 9.34 9.53

4 IBM
2 9.23 9.64 9.67 9.51

17 ATOS ORIGIN
3 9.20 9.50 9.54 9.41

1 WIPRO
4 INFOCROSSING 9.45 9.53 8.89 9.29

13 BT GLOBAL
5 8.98 9.17 9.64 9.26

10 COMPUCOM
6 9.33 9.04 9.26 9.21

15 PATNI
7 9.02 9.38 8.99 9.13

2 HCL TECHNOLOGIES
8 9.40 9.15 8.49 9.01

3 T SYSTEMS
9 8.79 8.97 9.02 8.93

11 CSC
10 8.89 8.98 8.42 8.76
www.TheBlackBookOfOutsourcing.com

9. Integration and Interfaces – RIMO services vendor supports interfaces so information can be shared between necessary
applications. Solutions are easily integrated to existing backend systems. Seamless interfaces to legacy applications are performed as
required for optimal functioning. Human integration and interface activities are administered precisely. RIMO services expertise is evidenced
by execution and orchestration of multiple transaction and purchasing products and systems.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q9 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.54 9.85 9.42 9.60

5 LOGICA
2 9.38 9.68 9.56 9.54

3 T SYSTEMS
3 9.53 9.59 9.14 9.42

2 HCL TECHNOLOGIES
4 9.07 9.51 9.43 9.34

13 BT GLOBAL
5 9.11 9.24 9.66 9.34

15 PATNI
6 9.25 9.48 9.09 9.27

12 SATYAM
7 9.36 9.15 9.20 9.24

16 INFOSYS
8 9.32 8.99 9.17 9.16

8 MICROLAND
9 9.00 9.18 9.03 9.07

4 IBM
10 9.18 8.98 8.84 9.00
www.TheBlackBookOfOutsourcing.com

10. Scalability, Client Adaptability, Flexible Pricing - RIM vendor provides flexible outsourcing pricing, allowing client to choose
and pay for the precise functionality and services needed. Invested in significant infrastructure and have the ability to provide
services to enterprise organizations. IT products and services meet the changing and varied needs of RIM services customer.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q10 RIMO VENDOR
Rank Rank
5 LOGICA
1 9.65 9.70 9.40 9.58

1 WIPRO
2 INFOCROSSING 9.29 9.58 9.65 9.51

2 HCL TECHNOLOGIES
3 9.72 8.97 9.14 9.28

4 IBM
4 9.63 9.09 8.92 9.21

11 CSC
5 8.92 9.37 9.30 9.20

16 INFOSYS
6 9.44 8.99 9.10 9.18

3 T SYSTEMS
7 9.30 9.35 8.73 9.13

8 MICROLAND
8 8.78 9.10 9.28 9.05

14 HEWLETT PACKARD
9 8.83 8.87 9.30 9.00

6 UNISYS
10 8.94 8.98 8.84 8.92
www.TheBlackBookOfOutsourcing.com

11. Compensation and Employee Performance – RIM outsourcing vendor is focused on building and developing a strong
employee team of producers. Employees act like owners/leaders. Company is moving towards leveraged pay at all levels. Implications of the
“contractor mentality” are minimized. Vendor is using effective tools to tie performance metrics to compensation policy and compensating top
leaders. FYI, Human resources-related criteria are scored from the client perspective on this indicator.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q11 RIMO VENDOR
Rank Rank
5 LOGICA
1 9.89 9.92 9.93 9.91

2 HCL TECHNOLOGIES
2 9.47 9.58 9.78 9.61

11 CSC
3 9.20 9.46 9.52 9.39

1 WIPRO INFOCROSSING
4 9.23 9.16 9.30 9.23

9 TECH TEAM
5 9.54 9.22 8.89 9.22

12 SATYAM
6 9.00 9.33 9.24 9.19

6 UNISYS
7 8.49 9.49 9.43 9.14

4 IBM
8 9.08 8.89 9.33 9.10

16 INFOSYS
9 9.45 8.91 8.91 9.09

8 MICROLAND
10 9.11 9.23 8.90 9.08
www.TheBlackBookOfOutsourcing.com

12. Reliability – RIM Outsourcing supplier meets agreed terms as evidenced by routine, acceptable infrastructure service level reporting
and industry expectations. Depth and breadth of applications/solutions are acceptable in meeting client needs. Online reliability is maximized
and outages/downtimes are minimized. Solid product and outsourcing service capacities are demonstrated consistently. Service levels are
consistently met as agreed. Services and support response is maximized by RIM vendor team.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q12 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.76 9.90 9.85 9.84

10 COMPUCOM
2 9.72 9.82 9.78 9.77

2 HCL TECHNOLOGIES
3 9.65 9.74 9.80 9.73

7 CAPGEMINI
4 9.19 9.77 9.10 9.35

11 CSC
5 9.02 9.14 9.32 9.16

6 UNISYS
6 8.95 9.02 9.45 9.14

5 LOGICA
7 9.01 9.55 8.48 9.01

4 IBM GLOBAL
8 9.30 9.46 8.07 8.94

14 HEWLETT PACKARD
9 8.99 8.93 8.78 8.90

13 BT GLOBAL
10 8.72 9.44 8.45 8.87
www.TheBlackBookOfOutsourcing.com

13. Brand Image and Marketing Communications - The RIM outsourcing vendor’s sales and marketing processes accurately
and appropriately represent service deliverables. Image is consistent with top IT service rankings. Sales presentations and proposals
delivered upon and corporate integrity/honesty in marketing and business development are highly valued. Company image and integrity are
values upheld top-down consistently. Maintains high image and reputation openly reference their IT representatives as client team members.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q13 RIMO VENDOR
Rank Rank
3 HCL TECHNOLOGIES
1 9.96 9.89 9.90 9.92

3 T SYSTEMS
2 9.59 9.86 9.80 9.75

1 WIPRO
3 INFOCROSSING 9.39 9.70 9.61 9.57

5 LOGICA
4 9.60 9.50 9.22 9.44

16 INFOSYS
5 9.21 9.41 9.46 9.36

12 SATYAM
6 9.25 9.22 9.56 9.34

7 CAPGEMINI
7 9.54 8.95 9.16 9.22

4 IBM
8 8.94 9.19 9.15 9.09

9 TECH TEAM
9 9.05 9.67 8.28 9.00

6 UNISYS
10 8.46 9.72 8.78 8.99
www.TheBlackBookOfOutsourcing.com

14. Marginal Value Adds – RIM outsourcing vendor’s cost savings are realized as generally estimated, and not over positioned or
over/underestimated in ways that effect major client satisfaction or costs. Savings expectations such as decreases in firm IT handling and
support staff are realized. Buyer’s document services support costs are reduced significantly. Vendor offers value-adds as a cross-industry
outsourcing partner in cost savings IT management initiatives and creative programs through bundled product design and purchasing
services outsourcing. Provides true business transformation opportunities to buyer and opportunities for top line contributions.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q14 RIMO VENDOR
Rank Rank
3 T SYSTEMS
1 9.82 9.79 9.64 9.75

2 HCL TECHNOLOGIES
2 9.55 9.73 9.76 9.68

7 CAPGEMINI
3 9.71 9.49 9.52 9.57

1 WIPRO INFOCROSSING
4 9.38 9.45 9.61 9.48

12 SATYAM
5 9.45 9.49 9.31 9.42

4 IBM
6 9.40 9.31 9.14 9.28

18 ACS
7 9.19 9.53 8.99 9.24

10 COMPUCOM
8 9.06 9.40 9.20 9.22

6 UNISYS
9 9.33 9.22 8.75 9.10

8 MICROLAND
10 8.73 8.93 9.45 9.04
www.TheBlackBookOfOutsourcing.com

15. Viability – RIM vendor’s viability, employee turnover, financial stability, and/or cultural mismatches do not threaten relationship. This
outsourcing vendor takes extraordinary efforts to avoid relationship problems among service providers and the client as well. Senior
management and board exemplify strong leadership principals to steward resources appropriate that impact RIM buyers in particular.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q15 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.75 9.87 9.62 9.75

3 T SYSTEMS
2 9.44 9.69 9.54 9.56

7 CAPGEMINI
3 9.30 9.55 9.14 9.33

5 LOGICA
4 9.27 9.25 9.17 9.23

2 HCL TECHNOLOGIES
5 9.18 9.01 9.38 9.19

14 HEWLETT PACKARD
6 8.90 8.92 9.34 9.05

6 UNISYS
7 8.93 9.42 8.66 9.00

1 TECH TEAM
8 9.28 8.94 8.65 8.96

10 COMPUCOM
9 8.81 8.77 9.01 8.86

9 MICROLAND
10 9.06 9.15 8.27 8.83
www.TheBlackBookOfOutsourcing.com

16. Data Security and Backup Services – In order to provide a secure and constantly dependable RIM services offerings for
corporate product development entities, an outsourcing vendor has to provide the highest level of security and data back-up services. In
some cases, you may find their service in these two areas superior to the security and back-up system in your own firm/corporation.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q16 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.89 9.94 9.90 9.91

13 BT GLOBAL
2 9.87 9.84 9.78 9.83

2 HCL TECHNOLOGIES
3 9.72 9.57 9.74 9.68

6 UNISYS
4 9.58 9.40 9.66 9.55

3 T SYSTEMS
5 9.31 9.78 9.47 9.52

9 TECH TEAM
6 9.22 9.52 9.70 9.48

15 PATNI
7 9.60 9.65 9.18 9.48

18 ACS
8 9.54 9.13 9.52 9.40

10 COMPUCOM
9 9.40 9.52 9.18 9.37

7 CAPGEMINI
10 9.41 9.01 9.55 9.32
www.TheBlackBookOfOutsourcing.com

17. Support and Customer Care –Remote Infrastructure Management Outsourcing leadership provides an adequate amount of
onsite administration and support to clients. There exists a formal outsourcing relationship and account management program that meets
client needs among suppliers for the customer. Vendor evidences successful management strategies of IT process and design products,
and services. Media and clients reference this vendor as a services leader and top producer correctly. Customer services and relationship
satisfaction is manifested through significant flagship clients as well as smaller and newest customers similarly.

SELECTIVE FULL VENDOR

MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q17 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.89 9.92 9.60 9.80

14 HEWLETT PACKARD
2 9.75 9.63 9.70 9.69

9 TECH TEAM
3 9.56 9.26 9.53 9.45

7 CAPGEMINI
4 8.97 9.61 9.65 9.41

8 MICROLAND
5 9.01 9.70 9.40 9.37

3 T SYSTEMS
6 9.38 9.01 8.89 9.09

2 HCL TECHNOLOGIES
7 9.42 9.13 8.65 9.07

5 LOGICA
8 9.20 9.13 8.72 9.02

6 UNISYS
9 9.09 8.65 9.14 8.96

12 SATYAM
10 8.88 9.08 8.92 8.96
www.TheBlackBookOfOutsourcing.com

18. Best of Breed Technology and Process Improvement - Cross-Industry RIM outsourcing and related technology services
management are considered best in breed. Vendor technology elevates customers via capabilities, equipment, processes, deliverables,
professional staff, leadership, quality assurance and innovative initiatives. RIM services are delivered at or above current/former in-house
service levels.
SELECTIVE FULL VENDOR
MANAGED RIMO
DISCREET SERVICE
INVENTORY
RIMO RIMO MEAN
RIMO
Overall Q18 RIMO VENDOR
Rank Rank
1 WIPRO
1 INFOCROSSING 9.82 9.77 9.50 9.70

2 HCL TECHNOLOGIES
2 9.55 9.62 9.29 9.49

5 LOGICA
3 9.32 9.38 9.21 9.30

3 T SYSTEMS
4 9.08 9.68 9.04 9.27

10 COMPUCOM
5 9.15 9.44 9.11 9.23

17 ATOS ORIGIN
6 9.22 9.30 8.89 9.14

8 MICROLAND
7 9.61 9.12 8.38 9.04

15 PATNI
8 9.03 9.21 8.69 8.98

9 TECH TEAM
9 9.32 8.05 9.55 8.97

13 BT GLOBAL
10 9.49 8.41 8.99 8.96
The Outsourcing Management Institute sanctions the annual process by authorizing and endorsing specific
www.TheBlackBookOfOutsourcing.com
quantifiable and qualifiable criteria that objectively judge outsourcing leadership impact and organizational
operational excellence as result of managerial control. Bringing true value to outsourcing buyers, job seekers and
vendors, Outsourcings Best Managed top fifty ranked vendor, recognized globally as the “Black Book 50” is
differentiated from similar judged rankings by not being based on any subjective criteria.

Over 4000 global and regional outsourcing providers of various service offerings and over 500
advisors/consultants were graded and analyzed by actual customers, contractors and partners to arrive at the
results for the 50 Best Managed Outsourcing Vendors in 2008, the fifth year of the survey process. Recognized as
the only unbiased resource for Outsourcing Buyers, Investors and Competitive vendors, it was first included in
the initial release of “The Black Book of Outsourcing” in April 2005, (Wiley Publishers), now the internationally
best-selling business book, translated into five languages and available in audio book as well. The Black Book of
Outsourcing second edition is available August 2008.

The purpose of annual updating the list is

to provide objective analysis and non-biased advisement to outsourcing buyers and investors.

For more information contact:

Brown-Wilson Group
2519 McMullen Booth Road N, Suite 510, Mail Stop 108
Clearwater, Florida 33761
Phone: (727) 784-6689
Web site: http://www.TheBlack BookofOutsourcing.com
& http://www.Brown-Wilson.com

Recipient agrees that the Confidential Information is to be considered confidential and proprietary to Owner and Recipient shall hold the same
in confidence, shall not use the Confidential Information other than for the purposes of its business with Owner, and shall disclose it only to its
officers, directors, or employees with a specific need to know. Recipient will not disclose, publish or otherwise reveal any of the Confidential
Information received from Owner to any other party whatsoever except with the specific prior written authorization of Owner.