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Why Your Service Levels May Have Lost their Oomph

Of all the factors to consider when executing a sourcing contract with a service provider, conventional wisdom has it that service-level agreements (SLAs) may be one of the most important elements. SLAs do the hard work of aligning expectations between the enterprise client and the service provider.…

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The Key to Successful Sourcing is Not Service Provider Size but Collaboration

We can no longer assume that today’s IT sourcing transactions are awarded primarily to tier-one providers as they so often have been in the past. The provider playing field has broadened dramatically over the past few years, and enterprises are increasingly committed to finding a solution that best fits their needs, even if it comes from a smaller, nimbler niche provider with whom they’ve never worked.…

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Dealing with Multiple Service Providers: A Necessary Evil

Leveraging today’s emerging technologies for operating efficiency and growth is likely one of your top priorities, but figuring out how to integrate and manage multiple service providers and partners may not be.

The fact is, effective service integration is the linchpin in your digital business transformation and the key to long-term business success.…

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Is the IT Services Industry at a Crossroads?

The latest ISG Index shows that enterprise buyers of IT services have grown very fond of the on-demand model cloud computing offers. In fact, the As-a-Service market now makes up more than one-third of the global sourcing market, nearly double the share it had just two years ago.…

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IT Services Industry is Headed for Shakedown Street

The precipitous rise in the adoption of digital technologies has pushed the information technology (IT) services industry to yet another important inflection point. As automation increasingly makes its impact in the back offices of today’s enterprises and in the front pockets and front seats of daily life, the way we live and work is changing more rapidly than ever before.…

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The Art of Restructuring with an Incumbent

This blog was co-authored by Hack Heyward, Partner.

Top_5_smA natural consequence of a maturing outsourcing market is the growing number of contracts that need to be renewed, restructured or renegotiated. In fact, the latest ISG Outsourcing Index® shows the number of outsourcing contract restructurings in the first quarter of 2016 set an all-time record, jumping nearly 50 percent since the first quarter of last year.…

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The Outsourcing Industry Has a New Set of Usual (and Small) Suspects

More and more large enterprises are striking deals with smaller IT services providers. And among those enterprise buyers are some pretty happy customers. It ends up that good old-fashioned service and new ideas can go a long way in helping IT achieve business goals.…

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What Problems are Digital Solutions Solving?

Everywhere I go, IT service providers are talking about digital. And, I have to admit, the promise of advanced technologies is alluring. But, unless enterprise leaders understand how new technology will specifically address their business problems and goals, they are best served by taking a cautious approach and being suspicious of jargon.…

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What is the State of the Industry? Here’s a Sneak Peek at our Findings for the Outsourcing World Summit 2016

For the second year running, ISG partnered with IAOP to conduct the annual State of the Industry Survey. The survey was sent to more than 100,000 buy-side clients, service providers and third-party advisors. The focus of the survey is to take the pulse of the outsourcing market and to track movement on recent trends like the adoption of social, mobile, analytics and cloud (SMAC) technologies.…

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Creating a Level Playing Field: IT Sourcing with Technology Business Management

How does an enterprise manage its sourcing arrangements to realize their full value? How do service providers gain a full understanding of contract expectations so they can bid accurately on RFPs? Enter Technology Business Management (TBM), a methodology that provides deeper cost insights for a more dynamic and automated sourcing process.…

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