Second-Generation IT Outsourcing

Best practices are changing as the process matures.

According to Archstone Consulting's Mark Peacock, expectations are changing as companies become more experienced in business process outsourcing.

Some trends he sees are:

  • Movement to managed services (focus on activities/results, not headcount)
  • Movement to multiple vendor environment
  • Movement from outsourcing one segment of its IT environment (e.g., help desk); now looking to expand outsourcing's scope
  • Revisiting the insourcing vs. outsourcing question entirely.

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