Hype Cycle for Business Process Services and Outsourcing, 2011



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Business process services and outsourcing comprises horizontal and vertical submarkets. There is greater maturity in discrete offerings, whereas comprehensive offerings cluster at the Trough of Disillusionment, and new business process utility services cluster at the Technology Trigger.

Table of Contents

  • 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
© 2011 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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