IT System
Usage and Maintenance

IT System
Usage and Maintenance

Hospitality Businesses and Large Enterprises Have Higher Demand for Outsourcing IT System


84.1% of the responses say their companies have personal information stored in the IT system. Businesses in hospitality whose type is large enterprise and whose IT department is staffed with 6+ employees have significantly higher percentage.

Status of Personal Information Storage

Source: This report (2020)

Source: This report (2020)

Source: This report (2020)

64.8% of systems are using vendor services for maintenance. Businesses in hospitality whose type is large enterprise and whose IT department is staffed with 11+ employees have significantly higher percentage.

This tells us that companies rich in resources, such as large enterprises or IT departments with large staffing, have higher demand in outsourcing their system maintenance.

Status of IT System Outsourcing

Source: This report (2020)

Source: This report (2020)

Source: This report (2020)

Outsourced Tasks and IT System Certification


When we asked companies about which services/maintenance tasks they have outsourced, 'IT security maintenance' tops the list (58.3%), followed by 'web security detection' (55.4%) and more than half are outsourcing their 'security threat monitoring' (50.7%) as well. To compare the results by industry, hospitality obviously has outsourced more tasks than manufacturing and others.

Outsourced Security Tasks

Source: This report (2020)

The result shows no apparent differences in the percentage between certified company systems and certified vendor solutions, the results are 40% and 50% respectively.

Certified IT System
(With Certification)

n=343
Source: This report (2020)

n=186
Source: This report (2020)

Security Service Purchase/Rental/Subscription


In addition to outsourced IT maintenance, we also looked into the products/services they have purchased or subscribed to understand security requirements. For purchased or subscribed services, 'firewall' comes first on the list, with the percentage as high as 80%+ , followed by 'antivirus' (77.5%). The third highest service, 'email filtering tool,' has more than 50%.

Businesses in manufacturing, with mostly B2B transactions, have lower demand in security comparing with hospitality service providers, which are more B2C in its nature. Manufacturers do not have as many assets/sensitive data that need protection. Hospitality, however, always accesses customers' personal information directly and it is the task of their entry-level staff or front-line service persons.

We (the manufacturers) do not link to external network and we do B2B, not B2C. We have no customers on the front-line, but we serve our upstream buyers. Most of our clients also have their own way (of safeguarding system security.)

In manufacturing, not many people need to get their hands on the core system. But for hotels, the very entry-level personnel will need to access the system. That's why personnel training is their priority.

Purchased/Rented Security Service

Source: This report (2020)

Self-Assessment on Security Protection and Requirements Details


When asked to assess how well their security protection is, 44% opt for 4, and 26.3% rate it as 5. In summary, more than half give a score above 4, which shows they are well familiar and attentive to their IT system. Overall, the average score is 3.9.

Security Protection Self-Assessment

n=529
Source: This report (2020)

Assistance from Others

n=529
Source: This report (2020)

When asked about how security solution is implemented, only 10% seek assistance from external organizations like TWCERT/CC and a number of IT service providers such as Trend Micro, Athena Information Systems, DigiWin, Well Take Computer, IBM, and Microsoft.

Services they asked from vendors to provide include consultation, ERP implementation, implementation of mainframes or system solutions, cloud services, packet analysis, ransomware solution as well as outsourced system development.

Security Requirement Details


In addition to how respondents assess their own security protection, the survey also looks into the level of demand on security services and finds that 'incident reporting and response' has the most demand (53.1%), followed by 'security consultation’ (52.2%) and 'incident coordination and handling’ (51.2%) All three security services demonstrate high level of demand with more than 50% of percentage. Hospitality has significantly higher demand than the other industries.

Security Requirement Details

n=529
Source: This report (2020)