Hype Cycle for Business Process Services and Outsourcing, 2011

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Analysis
- What You Need to Know
- The Hype Cycle
  - Increasing Demand for Resource Augmentation
  - Rise of the Cloud — BPU a Key Addition to This Year's Hype Cycle
  - Growing Interest in KPO
  - Increasing Adoption in Emerging Markets and Multidomain Services
  - What Has Changed — 2011 vs. 2010
  - Major Changes to the 2011 Hype Cycle
  - Notable Positioning and Adoption Changes
- The Priority Matrix
- Off the Hype Cycle
  - Deleted in 2011
- On the Rise
  - Business Pattern Framework
  - Core Banking BPO
  - Finance and Accounting BPU
  - Health Insurance Business Process Utility
  - Cloud-Driven Business and IT Services
  - Source-to-Pay BPO
  - Government Business Process Utility
  - Customer Management BPU
  - Mobile Device Management: Services
  - SCM BPO
- At the Peak
  - HCM Transformation
  - Order-to-Cash BPO
  - Indirect-Procurement BPO
  - Knowledge Process Outsourcing
  - Business Process Management in C&SI
  - Life Insurance Closed-Book BPO
- Sliding Into the Trough
  - Multidomain BPO
  - Customer Analytics (BPO)
  - Billing BPO for Communications Service Providers in Europe and Asia/Pacific
  - Finance Transformation Services
  - Comprehensive F&A BPO
  - Accounts Receivable BPO
  - Comprehensive CM BPO
- Climbing the Slope
  - Comprehensive Human Resources BPO
  - HR Business Process Utility
  - SCM BPU
  - Risk Management and Compliance Consulting Services
  - Work-at-Home
  - Hiring and Recruiting Outsourcing
  - Marketing Service Providers
  - Accounts Payable BPO
  - Mortgage Service Outsourcing
  - Strategic Document Outsourcing
- Entering the Plateau
  - Benefits Administration Outsourcing
  - Contact Center BPO
  - Payroll Outsourcing
  - Telecom Expense Management
- Appendixes
  - Hype Cycle Phases, Benefit Ratings and Maturity Levels
Recommended Reading

Tables

Table 1.

Hype Cycle Phases

Table 2.

Benefit Ratings

Table 3.

Maturity Levels

Figures

Figure 1.

Hype Cycle for Business Process Outsourcing, 2011

Figure 2.

Priority Matrix for Business Process Services and Outsourcing, 2011

Figure 3.

The Five Activity Areas of the Gartner Business Pattern Framework

Figure 4.

Hype Cycle for Business Process Outsourcing, 2010

Table of Contents

Contents

Tables

Figures

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