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SUMMARY
Managed services simplify IT operations and reduce investment by delivering
systems and applications as an externally administered service. They provide
organizations with predictable monthly costs, access to best-of-breed IT and
the latest applications - all without the costly and pain-staking need to
overhaul IT systems regularly. Managed services also provide 24x7 IT
administration services, allowing IT personnel to focus on strategic issues.
The Managed IT Services Market Outlook: Key growth and market opportunities by
sector and country report examines and forecasts the opportunities for managed
services providers, equipment vendors, systems integrators, and network
operators in delivering managed and hosted IT services through to 2008. The
report breaks down these opportunities and provides comprehensive analysis of
the key drivers and inhibitors by service provided, region and vertical.
TABLE OF CONTENTS
Chapter 1 Introduction 16
- Summary 16
- Introduction 16
- What are managed IT services? 16
- End-user benefits 18
- Predictable costs 18
- Reduced overall costs 18
- Access to best-of-breed technology without capital investment 18
- Usage-based pricing 19
- Access to new applications 19
- Other benefits 19
Chapter 2 Managed and hosted contact
- center services 22
- Summary 22
- Introduction 22
- What are managed and hosted contact center services? 23
- Drivers & inhibitors 24
- Market drivers 24
- End-users benefits 24
- Service provider benefits 28
- Vendor benefits 30
- Market inhibitors 31
- Demand side 31
- Supply side 33
- Market context 34
- Market sizing and opportunity 36
- By application 36
- Hosted contact centers 39
- By region 41
- Conclusions 43
- Traditional network services 43
- Hosted contact centers 44
Chapter 3 Managed security services 48
- Summary 48
- Introduction 49
- Drivers & inhibitors 50
- Market drivers 50
- Market inhibitors 54
- Trust is key 54
- Lack of clarity with regard to cost benefits 54
- Legal concerns 54
- Perceived lack of control over core functions 55
- Internal politics resulting from move to converged networks 55
- Limited/bad experience of outsourcing 56
- Market sizing and opportunity 57
- By region 57
- North America 58
- Europe 59
- By vertical 60
- By service 62
- Managed firewall services 63
- Security monitoring services 64
- Managed vulnerability scanning 66
- Managed email filtering and anti-virus services 67
- Managed authentication services 69
- Managed SSL VPN services 70
- MSSP response and threat analysis services 72
- Conclusions 74
- Business process impact 74
- Building in-house SOCs 75
- Regulations and legislation 76
- 'Follow the sun' 76
Chapter 4 Managed mobile services 80
- Summary 80
- Introduction 81
- Managed mobile service components 82
- Network coverage 83
- Operators and airtime management 84
- Ongoing management 84
- The managed mobile services value proposition 85
- Drivers and inhibitors 85
- Market drivers 85
- More complex mobile solutions 85
- Devices operating outside the firewall 85
- More advanced mobile and wireless networks 86
- Optimizing the productivity of mobile workers 86
- Increased business process complexity 86
- Lack of a defined mobile strategy 86
- Cost savings 86
- Market inhibitors 87
- Market immaturity 87
- Perceived costs 87
- Fear of a security breach 87
- Technology choice 87
- Technology issues 88
- Market sizing and opportunities 88
- By region 88
- North America 90
- Europe 91
- Asia Pacific 93
- By component 94
- By hosting model 96
- By size band 96
- By vertical 99
- Conclusions 100
- Successful services provider characteristics 100
- A network-agnostic approach 101
- Educational qualities 101
- Business process understanding and readjustment 101
- Effective partnerships 101
- On demand/hosted solutions 102
- Global service delivery 102
- Ongoing application roll out 102
- Track the potential of new technologies 102
- Demonstrate ongoing returns 102
- The importance of return on investment 102
- Developing ROI strategies 103
- Scenarios best suited for ROI 104
- Post implementations 104
Chapter 5 Managed network services: a European focus 106
- Summary 106
- Introduction 107
- What are managed network services? 107
- Drivers & inhibitors 108
- Market drivers 109
- Increased network reliability and efficiency 109
- Improved control over costs 109
- Enabling companies to focus on their core business priorities 110
- Providing expertise to deal with increasing technology complexity 110
- Increasing prevalence of IP-based networks 110
- Sharing the risk 110
- Providing better business continuity 111
- Market inhibitors 111
- Trust is key 111
- Lack of clarity with regard to cost benefits 112
- Legal concerns 112
- Perceived lack of control over core functions 112
- Internal politics resulting from move to converged networks 113
- Limited/bad experience of outsourcing 113
- Market sizing and opportunity 114
- By country 116
- By vertical 118
- Conclusions 120
- Index 122
List of Figures
- Figure 2.1: Typical contact center spending by type in Western Europe 29
- Figure 2.2: Global hosted and managed contact center services spending by
application type, 2004-- 2008 36
- Figure 2.3: Global hosted and managed contact center services spending by
geography, 2004 -- 2008 38
- Figure 2.4: Global hosted APs, 2004 - 2008 39
- Figure 2.5: Global hosted contact center penetration by geography 41
- Figure 3.6: Security information management solution drivers by vertical
market 52
- Figure 3.7: Global managed security service revenues by region from 2004
to 2008 ($m) 57
- Figure 3.8: European managed security service revenues by country / region
from 2004 to 2008 ($m) 59
- Figure 3.9: Global managed security service revenues by vertical market
from 2004 to 2008 ($m) 61
- Figure 3.10: Global managed security service revenues by type of service
from 2004 to 2008 ($m) 62
- Figure 3.11: Global managed firewall service revenues by region 2004-2008
($m) 64
- Figure 3.12: Global managed security service revenues by type of region
from 2004 to 2008 ($m) 65
- Figure 3.13: Global vulnerability scanning service revenues by region from
2004 to 2008 ($m) 67
- Figure 3.14: Global managed email filtering and anti-virus update service
revenues by region from 2004 to 2008 ($m) 68
- Figure 3.15: Global managed authentication service revenues by region from
2004 to 2008 ($m) 70
- Figure 3.16: Global managed SSL VPN service revenues by region from 2004
to 2008 ($m) 71
- Figure 3.17: Global MSSP response and threat analysis service revenues by
region from 2004 to 2008 ($m) 73
- Figure 4.18: Managed mobile services in the mobile solutions stack 81
- Figure 4.19: Global managed mobile services revenues by region ($m)
2004-2008 89
- Figure 4.20: Managed mobile services revenues in North America ($m)
2004-2008 91
- Figure 4.21: Managed mobile services revenues in Western Europe ($m)
2004-2008 92
- Figure 4.22: Managed mobile services revenues in Asia Pacific ($m)
2004-2008 93
- Figure 4.23: Global managed mobile services revenues by component ($m)
2004-2008 95
- Figure 4.24: Enterprise segmentation by size band 97
- Figure 4.25: Global managed mobile services revenues by size band ($m)
2004-2008 98
- Figure 4.26: Global managed mobile services revenues by vertical market
($m) 2004-2008 99
- Figure 5.27: Key factors affecting the potential of the European MNS
sector 114
- Figure 5.28: European managed network services revenues, 2005-2008 115
- Figure 5.29: Country comparison: MNS revenues and growth, 2005-2008 117
- Figure 5.30: Vertical opportunities in the European MNS market, 2005 118
- Figure 5.31: An increasingly competitive market for MNS 121
List of Tables
- Table 2.1: Further benefits of managed services 28
- Table 2.2: Global hosted and managed contact center services spending by
application type, 2004-- 2008 37
- Table 2.3: Global hosted and managed contact center services spending by
geography, 2004 -- 2008 38
- Table 2.4: Global hosted contact center penetration by geography 41
- Table 3.5: Global managed security service revenues by type of region from
2004 to 2008 ($m) 58
- Table 3.6: European managed security services revenues by country / region
from 2004 to 2008 ($m) 60
- Table 3.7: Global managed security service revenues by vertical market
from 2004 to 2008 ($m)61
- Table 3.8: Global managed security service revenues by type of service
from 2004 to 2008 ($m) 63
- Table 3.9: Global managed security service revenues by type of region from
2004 to 2008 ($m)64
- Table 3.10: Global security monitoring service revenues by region from
2004 to 2008 ($m) 66
- Table 3.11: Global vulnerability scanning service revenues by region from
2004 to 2008 ($m) 67
- Table 3.12: Global managed email filtering and anti-virus update service
revenues by region from2004 to 2008 ($m) 69
- Table 3.13: Global managed authentication service revenues by region from
2004 to 2008 ($m) 70
- Table 3.14: Global managed SSL VPN service revenues by region from 2004 to
2008 ($m) 72
- Table 3.15: Global MSSP response and threat analysis service revenues by
region from 2004 to2008 ($m) 73
- Table 4.16: Global managed mobile services revenues by region ($m)
2004-2008 89
- Table 4.17: Managed mobile services revenues in North America ($m)
2004-2008 91
- Table 4.18: Managed mobile services revenues in Western Europe ($m)
2004-2008 92
- Table 4.19: Managed mobile services revenues in Asia Pacific ($m)
2004-2008 94
- Table 4.20: Global managed mobile services revenues by component ($m)
2004-2008 95
- Table 4.21: Global managed mobile services revenues by hosting model ($m)
2004-2008 96
- Table 4.22: Global managed mobile services revenues by size band ($m)
2004-2008 98
- Table 4.23: Global managed mobile services revenues by vertical market
($m) 2004-2008 100
- Table 5.24: European managed network services revenues ($m), 2005-2008 115
- Table 5.25: Country comparison: MNS revenues and growth, 2005-2008 117
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