BusinessProcessOutsourcingPopularityGrowsinSMBMarketUserWantsandNeedsPublicationDate:30January2003©2003Gartner,Inc.NORTHAMERICACorporateHeadquarters56TopGallantRoadStamford,CT06904-2212U.S.A.Tel:+1-203-316-1111Fax:+1-203-316-6300WestCoastHeadquarters251RiverOaksParkwaySanJose,CA95134-1913U.S.A.Tel:+1-408-468-8000Fax:+1-408-954-1780LatinAmericaHeadquartersGartnerdoBrasilAv.NacoesUnidas1290119andar-TorreOesteCEP04578-903SaoPauloSPBrasilTel:+55113443-1509Fax:+55113443-1401ASIA/PACIFICAsia/PacificHeadquartersLevel740MillerSt.NorthSydney,NSW2060AustraliaTel:+61-2-9459-4600Fax:+61-2-9459-4601JAPANJapanHeadquartersAobadaiHills6F7-7,Aobadai,4-chomeMeguro-kuTokyo153-0042JapanTel:+81-3-3481-3670Fax:+81-3-3481-3644GARTNERWORLDWIDEHEADQUARTERSEUROPEEuropeanHeadquartersTamesisTheGlantyEghamSurrey,TW209AWUnitedKingdomTel:+44-1784-431611Fax:+44-1784-268980PublicationDate:30January2003BusinessProcessOutsourcingPopularityGrowsinSMBMarketUserWantsandNeedsAuthorsRobertH.BrownMikaYamamotoKrammerThisdocumenthasbeenpublishedtothefollowingClustercodes:ITSM-NA-UW-0109ITOU-WW-UW-0109ForMoreInformation...InNorthAmericaandLatinAmerica:+1-203-316-1111InEurope,theMiddleEastandAfrica:+44-1784-268819InAsia/Pacific:+61-7-3405-2582InJapan:+81-3-3481-3670Worldwideviagartner.com:www.gartner.comEntirecontents©2003Gartner,Inc.and/oritsAffiliates.AllRightsReserved.Reproductionofthispublicationinanyformwithoutpriorwrittenpermissionisforbidden.Theinformationcontainedhereinhasbeenobtainedfromsourcesbelievedtobereliable.Gartnerdisclaimsallwarrantiesastotheaccuracy,completenessoradequacyofsuchinformation.Gartnershallhavenoliabilityforerrors,omissionsorinadequaciesintheinformationcontainedhereinorforinterpretationsthereof.Thereaderassumessoleresponsibilityfortheselectionofthesematerialstoachieveitsintendedresults.Theopinionsexpressedhereinaresubjecttochangewithoutnotice.112490©2003Gartner,Inc.and/oritsAffiliates.AllRightsReserved.iiiTableofContentsPage1.ExecutiveSummary..........................................................................................................................................1KeyFindings.................................................................................................................................................22.IntroductionandMethodology......................................................................................................................5BPOGrowsinPopularityAmongSMBs...................................................................................................5StudyObjectives...........................................................................................................................................5ReportObjectives..........................................................................................................................................5Methodology.................................................................................................................................................6KeyTermsandDefinitions..........................................................................................................................6SmallandMidsizeBusiness...................................................................................................................6BPOServices....................................
