As IT outsourcing moves well into its third decade, IT decision makers have made great strides in maturity, managing to avoid some common and costly pitfalls of the practice. As clients enter into their next-generation outsourcing deals today, they’re doing a number of things right, says Randy Wiele, managing director with KPMG’s Shared Services and Outsourcing Advisory. They tend to create better service levels that more accurately reflect real performance and end user experience, recognize the importance of service integration and process alignment, keep strategic elements close to home, and develop more flexible contracts — just for a start.
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Source: IT Strategy