Report Description:

In 2009, the Black Book IT ERP management outsourcing client/user survey investigated over 550 contracts held by 1,888 of the top outsourced ERP management spending corporations and organizations globally.

Key findings
Key finding: most important customer satisfaction KPIs
Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their ERP outsourcing providers.

Key finding: ITO infrastructure vendor satisfaction is highest among midmarket vendors
Clients with annual revenues from $100m to $1 billion are significantly more satisfied with their ERP outsourcer than are large market cap clients. Strong satisfaction in the mid-market segment surged to 82.5% in 2009, while large market ($1 billion-plus in annual revenues) maintained a strong satisfaction in 74.8% of all clients.

INTRODUCTION 5

ERP and the economic climate 5

• Overview of the ERP management market 6

SUMMARY 11

Survey overview 11

Key findings 11

• ERP management outsourcing vendor – top honors overall 2009 11
• ERP management outsourcing vendor – top vendor by ERP system supported 2009 11
• ERP management outsourcing vendor – top vendor by market size client 2009 12
• ERP management outsourcing vendor – top vendor by geographic location of client 2009 12

BLACK BOOK METHODOLOGY 14

• How the data sets are collected 14
• Understanding the statistical confidence of Black Book data 14
• Who participates in the Black Book ranking process 15
• IT ERP management outsourcing vendor rankings and results – 2009 15

TOP 20 ERP Management OUTSOURCING VENDORS 16

STOP LIGHT SCORING KEY 17

• Operational excellence of ERP management outsourcing vendors 17

OVERALL KPI LEADERS 22

• Summary of criteria outcomes 22
• Top score per individual criteria 23

INDIVIDUAL KEY PERFORMANCE 24

APPENDIX 43

• Orbys consulting 43
• Disclaimer 43