Japan Outsourcing User Survey 2008: Customer Perception and Needs

Publication Date	February 2009
Publisher	IDC
Product Type	Report
Pages	148
ISBN Number	not applicable
Product Code	IDC07388

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Summary

This IDC study (which is a translation of the Japanese report IDC #<A href="/getdoc.jsp?containerId=J8450104">J8450104</A>) analyzes the results of the Japan Outsourcing Survey conducted in April 2008. It compares this survey's results with those of similar surveys in the past and analyzes the annual trends.

According to the survey, the implementation rate of IT outsourcing services among companies hovered at 30%. There were no major changes in the rate from the last two surveys (April 2007 and April 2006). The survey also found that the increase in IT outsourcing investment per company is slowing down, suggesting that the market is approaching maturity. "There is a high level of dissatisfaction among user companies toward IT outsourcing service prices. Meanwhile, there are signs that user companies are increasing their use of small-scale IT outsourcing services, which is expected to affect vendors' revenue and profits. Vendors need to promote the acceptance of their prices among users by visualizing the effects of their services and enhancing the services themselves as well as improving the efficiency of their service delivery. In particular, it is important for them to strengthen their consulting ability in areas such as IT security that can lead to the increased use of IT outsourcing services," says Akiko Takei, market analyst, IT Service Research, IDC Japan.

Content

IDC Opinion
In This Study
- Methodology
  - First Stage of the Survey
  - Second Stage of the Survey
- Sample Profile
- Table: Japan Outsourcing Market Survey Sample by Industry: Stage 1
- Table: Japan Outsourcing Market Survey Sample by Company Size: Stage 1
- Table: Japan Outsourcing Market Survey Sample by Industry: Stage 2
- Table: Japan Outsourcing Market Survey Sample by Company Size: Stage 2
- Executive Summary
Situation Overview
- IT Outsourcing Implementation
- Figure: Japan IT Outsourcing Implementation Rates, 2008
- Figure: Japan IT Outsourcing Implementation Rates by Company Size, 2008
- Figure: Japan IT Outsourcing Implementation Rates by Industry, 2008
- Table: Japan IT Outsourcing Service Usage Rate Changes, 2006-2008
- IT Outsourcing Vendor Recognition
- Figure: Japan IT Outsourcing Vendor Recognition Rates, 2008
- Figure: Japan IT Outsourcing Vendor Recognition Rates by Company Size, 2008
- Figure: Japan IT Outsourcing Vendor Recognition Rates by Industry, 2008
- IT Outsourcing Investment and Usage
- Table: Japan IT Outsourcing Implementation Respondent Profile: Stage 2
  - IT Outsourcing Investment Values
  - Figure: Japan Annual IT Outsourcing Investment Values by Company Size: Stage 2, 2008
  - Figure: Japan Annual IT Outsourcing Investment Values by Company Size: Stage 2, 2008
  - Figure: Japan Annual IT Outsourcing Investment Value Changes by Company Size, FY06 and FY07
  - Figure: Japan Annual IT Outsourcing Investment Value Changes by Industry, FY06 and FY07
  - Figure: Japan Annual IT Outsourcing Investment Value Changes by Company Size, FY07 and FY08
  - Figure: Japan Annual IT Outsourcing Investment Value Changes by Industry, FY07 and FY08
  - Figure: Japan IT Outsourcing Investment Share Changes by Company Size, FY07 and FY08
  - Figure: Japan IT Outsourcing Investment Share Changes by Industry, FY07 and FY08
  - IT Outsourcing Forms and Applications
  - Figure: Japan IT Outsourcing Forms by Company Size, 2008
  - Figure: Japan IT Outsourcing Forms by Industry, 2008
  - Figure: Japan IT Outsourcing Application Initial Costs by Company Size, 2008
  - Figure: Japan IT Outsourcing Application Usage Rates by Company Size, 2008
  - Figure: Japan IT Outsourcing Application Usage Rates by Industry, 2008
  - Future IT Outsourcing Service Implementation
  - Figure: Japan IT Outsourcing Investment Value Forecast by Company Size, 2007 and 2008
  - Figure: Japan IT Outsourcing Investment Value Forecast by Industry, 2007 and 2008
  - Figure: Japan IT Outsourcing Forms Expecting Increased Investments by Company Size, 2008
  - Figure: Japan IT Outsourcing Forms Expecting Increased Investments by Industry, 2008
  - Figure: Japan IT Outsourcing Forms Expecting Increased Investments by Company Size, 2008
  - Figure: Japan IT Outsourcing Forms Expecting Increased Investments by Industry, 2008
  - IT Outsourcing Expected and Actual Usage Results
  - Figure: Japan IT Outsourcing Usage Effects, 2008
  - Figure: Japan IT Outsourcing Usage Effects by Company Size, 2008
  - Figure: Japan IT Outsourcing Usage Effects by Industry, 2008
  - Figure: Japan IT Outsoucing Service Usage Rates
  - Figure: Japan Comparison of Expected and Actual IT Outsourcing Usage Effects, 2008
  - Figure: Japan IT Outsourcing Usage Expected Effects: Existence of Evaluation Indices, 2008
  - Figure: Japan IT Outsourcing Usage Actual Effects: Existence of Evaluation Indices, 2008
  - IT Outsourcing Vendors
  - Figure: Japan IT Outsourcing Preferred Vendors by Company Size, 2008
  - Table: Japan IT Outsourcing Vendors by Industry, 2008 (%)
  - IT Outsourcing Vendor Selection Criteria
  - Figure: Japan IT Outsourcing Vendor Selection Criteria, 2008
  - Figure: Japan IT Outsourcing Vendor Selection Criteria by Company Size, 2008
  - Figure: Japan IT Outsourcing Vendor Selection Criteria by Industry, 2008
  - Table: Japan Most Preferred IT Outsourcing Vendors by Criterion, 2008 (%)
  - Satisfaction with IT Outsourcing Vendors
  - Figure: Japan IT Outsourcing Service Satisfaction Levels, 2008
  - Figure: Japan IT Outsourcing Service Dissatisfaction Levels by Company Size, 2008
  - Figure: Japan IT Outsourcing Service Dissatisfaction Levels by Industry, 2008
  - Review of IT Outsourcing Contracts
  - Figure: Japan IT Outsourcing Contract Revisions by Company Size, 2008
  - Figure: Japan IT Outsourcing Contract Revisions by Industry, 2008
  - Figure: Japan Reasons for Revising IT Outsourcing Contracts, 2008
  - Figure: Japan Timing of Revising IT Outsourcing Contracts, 2008
  - Necessity and Components of Service-Level Agreements
  - Figure: Japan Necessity of IT Outsourcing Service-Level Agreements by Company Size, 2008
  - Figure: Japan Necessity of IT Outsourcing Service-Level Agreements by Industry, 2008
  - Figure: Japan Components of IT Outsourcing Service-Level Agreements, 2008
  - Figure: Japan Service-Level Agreement Aspects Emphasized by IT Outsourcing Contract Form, 2008
  - Concerns with Regard to IT Outsourcing Service Usage
  - Figure: Japan IT Outsourcing Concerns, 2008
  - Figure: Japan IT Outsourcing Concerns by Company Size, 2008
  - Figure: Japan IT Outsourcing Concerns by Industry, 2008
  - Reasons for Not Using IT Outsourcing Services
  - Figure: Japan Reasons for Not Using IT Outsourcing Services, 2008
  - Agreements Signed with Outsourcing Vendors t o Ensure Information Security
  - Figure: Japan Agreements with Outsourcing Vendors to Ensure IT Security by Company Size, 2008
  - Figure: Japan Agreements with Outsourcing Vendors to Ensure IT Security by Industry, 2008
- New Outsourcing Trends
  - Business Continuity
  - Figure: Japan Business Continuity Measure Implementation Rates, 2008
  - Figure: Japan Business Continuity Measure Implementation Rates by Company Size, 2008
  - Figure: Japan Business Continuity Measure Implementation Rates by Industry, 2008
  - Figure: Japan Business Continuity Measure Implementation Rates by Usage, 2008
  - Figure: Japan Use of Vendors for Business Continuity Measure Implementations, 2008
  - Figure: Japan Expectations of IT Vendors to Realize Business Continuity, 2008
  - Business Process Outsourcing Services
  - Figure: Japan Business Process Outsourcing Service Implementation Rates, 2008
  - Figure: Japan Finance and Accounting Business Process Outsourcing Service Implementation Rates, 2008
  - Figure: Japan Human Resource and Administration Business Process Outsourcing Service Implementation Rates, 2008
  - Figure: Japan Customer Care Business Process Outsourcing Service Implementation Rates, 2008
  - Figure: Japan Procurement Business Process Outsourcing Service Implementation Rates, 2008
  - Figure: Japan Profile of Survey Respondents That Are Currently Using or Considering Business Process Outsourcing Service Usage, 2008
  - Figure: Japan Expected Effects of Business Process Outsourcing Service Implementation, 2008
  - Figure: Japan Expected Business Process Outsourcing Service Implementation Effects by Company Size, 2008
  - Figure: Japan Expected Business Process Outsourcing Service Implementation Effects by Industry, 2008
  - Figure: Japan Concerns over Business Process Outsourcing Service Implementation, 2008
  - Figure: Japan Concerns over Business Process Outsourcing Service Implementation by Company Size, 2008
  - Figure: Japan Concerns over Business Process Outsourcing Service Implementation by Industry, 2008
  - Outsourcing Trends from the Users' Point of View
  - Figure: Japan IT Outsourcing Trends, 2008
  - Figure: Japan Outsourcing Trends by Company Size, 2008
  - Figure: Japan Outsourcing Trends by Industry, 2008
  - Figure: Japan Outsourcing Trends by Implementation Status, 2008
Future Outlook
Essential Guidance
Learn More
- Related Research
- IT Service Market Definitions
  - Project-Oriented Services
    - IT Consulting
    - Systems Integration
    - Custom Application Development
    - Network Consulting and Integration Services
  - IT Outsourcing
    - Network and Desktop Outsourcing Services
    - Hosted Application Management
    - Hosting Infrastructure Services
  - Support and Training
    - Hardware Deployment and Support
    - Software Deployment and Support
    - IT Education and Training
- Japan Outsourcing Survey Questionnaire
  - Stage 1 of the Survey
  - Stage 2 of the Survey
- Synopsis