Gartner Research

Hype Cycle for Business Process Services and Outsourcing, 2013

Published: 30 July 2013

ID: G00248924

Analyst(s): Morgan Yeates, Jacqueline Heng


BPS&O offerings can be evaluated by their delivery model and maturity. This document helps CIO and COO buyers determine how much hype surrounds each service and then decide whether that hype is warranted or undeserved and whether the services will benefit them, now and over the next five years.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
    • Business Process Services
    • Business Process Outsourcing
    • BPO by Process Domain
    • BPO by Service Delivery Model
    • Business Consulting Services
    • BPS&O Growth Outlook
    • BPaaS a Key Addition to This Year's Hype Cycle
    • Buyers and Providers Making Up for Lost Time
    • Growing Interest in Analytics Services
    • Increasing BPS&O Adoption in Emerging Markets
    • Major Activity Within the 2013 BPS&O Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Finance and Accounting BPaaS
    • Managed GRC Services
    • Core Banking BPO
    • CSB-Enabled Multienterprise Processes
    • Sustainability Consulting Services
    • Learning BPO
  • At the Peak
    • SCM BPO
    • Source-to-Pay BPO
    • BPaaS
    • Customer Management BPaaS
    • Order-to-Cash BPO
    • Indirect-Procurement BPO
    • Life Insurance Closed-Book BPO
    • Business Process Management in C&SI
  • Sliding Into the Trough
    • BPM-Enabled BPO
    • Customer Analytics BPO
    • Digital Transformation Consulting
    • Knowledge Process Services
  • Climbing the Slope
    • Accounts Receivable BPO
    • Comprehensive CM BPO
    • Enterprise Risk Management Consulting Services
    • SCM BPaaS
    • BPO
    • HR BPaaS
    • RPO
    • Work at Home
    • Marketing and Customer Management Consulting
    • Accounts Payable BPO
    • Financial Management Consulting Services
    • Marketing Service Providers
    • Business Operations Consulting
  • Entering the Plateau
    • Cloud Advertising
    • Mortgage Service Outsourcing
    • Strategic Document Outsourcing
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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