Gartner Research

What's in a Name for Cloud Business Process Outsourcing Services: Explaining BPU and BPaaS

Published: 20 March 2012

ID: G00219518

Analyst(s): Frances Karamouzis , Cathy Tornbohm , Robert H. Brown


Multiple terms are emerging to describe cloud business process services, from "business process utility" to "business process as a service." Buyers must consider the specific business deliverables and delivery models, rather than rely on the terminology to distinguish offerings.

Table Of Contents


  • What Is the Impact of Cloud on BPO?
  • Gartner's BPO Terminology
  • Six Key Questions to Investigate When Evaluating BPU or BPaaS Offerings
    • Is It Going to Deliver the Business Outcomes That You Need?
    • Will the BPU or BPaaS Offering Lower Your Total Cost of Process, Inclusive of the Technology Capital Expenditure and Operating Expenditure of the People Delivering the Function?
    • Is It a Sustainable Service With Longevity?
    • Has the Provider Made Adequate Security and Privacy Provisions?
    • Who Sells It? What Other Services Are Coming in the Next Two Years That Could Be Considered When Evaluating Your BPO Options?
    • What Are the Local Regulations and Data Privacy Issues?
  • Frequently Asked Questions
    • Is a BPaaS Solution Less Expensive Than Traditional BPO Offerings?
    • What Is Different About the Pricing Models and Contract Terms in BPaaS?
    • What Is the Difference Between BPaaS and SaaS?

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