REPORT
The high cost of low-quality L1 NOC outsourcing
New research from BigPanda reveals what enterprise IT leaders spend on outsourced L1 NOC support, what they get in return, and why organizations are rethinking the model.
Enterprises spend millions on outsourced IT support. However, higher spending doesn’t guarantee improved outcomes. This new research examines the costs and quality gaps, as well as operating-model pressures, shaping enterprise IT operations today.
What you’ll learn:
- The true costs of outsourced L1 NOC support.
- Where misrouting, rework, and SLA breaches enter the operating model.
- Why 92% of respondents are open to evaluating or piloting an alternative.
- How automation and operational intelligence could change the economics of frontline IT operations.
This report is built for CIOs, SVPs of IT, ITOps and NOC leaders, service-management executives, and sourcing leaders evaluating the future of IT operations.
BigPanda commissioned UserEvidence Research Council to survey 112 U.S.-based IT leaders at enterprise organizations with 1,000 or more employees using GSIs for L1/NOC support. Figures are self-reported. The average annual spend figure is based on 109 valid responses.
