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.