The most recently published study conducted by the Experton Group has revealed a change in trend for IT as a service. In a survey of 150 companies, a high level of customer satisfaction for IT and software as a service (ITaaS/SaaS) was achieved. The average rating was 2.13. Although current usage of software as a service, on-demand and cloud computing solutions is still relatively low, many small- and medium-sized businesses (SMBs) have already opted for the solutions or are planning to introduce the online-usage of IT.
The results also show that ITaaS has reshuffled the cards in the IT outsourcing market. Compared to a similar Experton study from last year, the global players have suffered with the new access models in terms of visibility in the market, as their level of recognition remains under 40%. Medium-sized providers have fared better in terms of meeting customer needs since their SMB customers are especially satisfied with the on demand services. Pironet NDH has been able to position itself as the best known medium-sized SaaS provider. With their ICT services, they have further increased their recognition level, and, according to the market researchers and the corporate survey, Pironet NDH offers a similarly effective service portfolio compared with the major market leaders.
Pironet NDH executive board member Felix Höger views the strong positioning of his company to be the result of consistently addressing the IT needs of SMBs:
"The study confirms our own experiences in the market, that SMBs require one-source, integrated packages for ITaaS which are customized to meet their specific needs and security concept."
Data security is a selling point for ITaaS
The issue of security has been transformed from a critical issue to a selling point for ITaaS. Two thirds of companies surveyed now view the high level of data security as a clear benefit of ITaaS. According to the market researchers, SMBs have become especially aware that their data is more securely stored in a specialized data center environment than in their own system facilities. There are still reservations, however, on the issues of data deletion upon contract termination and legal security.
For this reason, almost half of those surveyed, in particular SMBs, attach a great deal of importance to data storage in this country. "This is why our priority is on data centers located in Germany", explains Felix Höger. "We have set up a complete portfolio for cloud computing. All cloud services are produced by our own German data centers."
Customers demand service quality
Along with data security, corporate users expect top service quality. Support, hotlines and experienced consultants with expertise are the top three criteria for the choice of vendor. Opinions differ greatly when it comes to the evaluation of running operations. While SMBs are very satisfied, providers commonly receive a less favorable rating from large companies. "This reflects the customer's desire to be on par with their provider of services", explains Felix Höger. "We have a natural advantage as a medium-sized company. But we also implement this eye-level concept into measurable processes. All service and support is carried out based on ITIL-based workflows. This way, we have less customer fluctuation and a high level of customer satisfaction with SMBs, as confirmed by the study."
With regard to the guaranteed availability of IT services, the market researchers at Experton advise corporate users to take a closer look. Alleged high availability of 99.5 percent still allows for 40 hours of downtime over the course of a year. "This is why we guarantee a fixed level of availability per month", comments Felix Höger, "This way, downtimes are not accumulated over a year and customers can count on consistent service and guaranteed performance."
Caution for new contracts despite high acceptance levels?
Despite high levels of acceptance for the new IT supply models, companies surveyed in the study expressed caution with regard to further ITaaS projects. The analysts at Experton hold the current financial crisis responsible for this discrepancy. Pironet NDH executive board member Felix Höger's experience differs: "Caution has only been apparent with new customers in the first six months of this year. This may have something to do with the general economic situation, as well as corporate adaptation to new supply models. In the last few months, however, we have experienced a significant and wide-ranging increase in demand for IT and software as a service solutions, both from our longstanding customers and newly acquired ones."
Corporate users can obtain a free management summary of the latest Experton study ("IT as a Service - Status Quo and Trends in Germany - 2009") at www.pironet-ndh.com/kontakt.
The results also show that ITaaS has reshuffled the cards in the IT outsourcing market. Compared to a similar Experton study from last year, the global players have suffered with the new access models in terms of visibility in the market, as their level of recognition remains under 40%. Medium-sized providers have fared better in terms of meeting customer needs since their SMB customers are especially satisfied with the on demand services. Pironet NDH has been able to position itself as the best known medium-sized SaaS provider. With their ICT services, they have further increased their recognition level, and, according to the market researchers and the corporate survey, Pironet NDH offers a similarly effective service portfolio compared with the major market leaders.
Pironet NDH executive board member Felix Höger views the strong positioning of his company to be the result of consistently addressing the IT needs of SMBs:
"The study confirms our own experiences in the market, that SMBs require one-source, integrated packages for ITaaS which are customized to meet their specific needs and security concept."
Data security is a selling point for ITaaS
The issue of security has been transformed from a critical issue to a selling point for ITaaS. Two thirds of companies surveyed now view the high level of data security as a clear benefit of ITaaS. According to the market researchers, SMBs have become especially aware that their data is more securely stored in a specialized data center environment than in their own system facilities. There are still reservations, however, on the issues of data deletion upon contract termination and legal security.
For this reason, almost half of those surveyed, in particular SMBs, attach a great deal of importance to data storage in this country. "This is why our priority is on data centers located in Germany", explains Felix Höger. "We have set up a complete portfolio for cloud computing. All cloud services are produced by our own German data centers."
Customers demand service quality
Along with data security, corporate users expect top service quality. Support, hotlines and experienced consultants with expertise are the top three criteria for the choice of vendor. Opinions differ greatly when it comes to the evaluation of running operations. While SMBs are very satisfied, providers commonly receive a less favorable rating from large companies. "This reflects the customer's desire to be on par with their provider of services", explains Felix Höger. "We have a natural advantage as a medium-sized company. But we also implement this eye-level concept into measurable processes. All service and support is carried out based on ITIL-based workflows. This way, we have less customer fluctuation and a high level of customer satisfaction with SMBs, as confirmed by the study."
With regard to the guaranteed availability of IT services, the market researchers at Experton advise corporate users to take a closer look. Alleged high availability of 99.5 percent still allows for 40 hours of downtime over the course of a year. "This is why we guarantee a fixed level of availability per month", comments Felix Höger, "This way, downtimes are not accumulated over a year and customers can count on consistent service and guaranteed performance."
Caution for new contracts despite high acceptance levels?
Despite high levels of acceptance for the new IT supply models, companies surveyed in the study expressed caution with regard to further ITaaS projects. The analysts at Experton hold the current financial crisis responsible for this discrepancy. Pironet NDH executive board member Felix Höger's experience differs: "Caution has only been apparent with new customers in the first six months of this year. This may have something to do with the general economic situation, as well as corporate adaptation to new supply models. In the last few months, however, we have experienced a significant and wide-ranging increase in demand for IT and software as a service solutions, both from our longstanding customers and newly acquired ones."
Corporate users can obtain a free management summary of the latest Experton study ("IT as a Service - Status Quo and Trends in Germany - 2009") at www.pironet-ndh.com/kontakt.
