In this video, Computer Weekly’s Cliff Saran speaks to Navin Anand, executive consultant at ImprovIT about where outsourcing is heading.
He says: “From an enterprise perspective, I would like to see outsourcers take an active role in conversations about business alignment and technology enablement.”
But while the IT service provider as a strategic business technology partner may have much to offer, Anand believes there is a downside, which is associated with service delivery quality and/or cost and mission creep.
He says organisations feel they are paying too much for services, while outsourcers feel they are being continually asked to provide more for less. To avoid an eventual impasse requires open communications, regular service delivery reviews, performance benchmarking, structured IT governance procedures and clearly outlined specification and service delivery commitments.