1. Articles from Stephanie Overby

    1-22 of 22
    1. Acquisition signals increasing role of AI in outsourcing

      With its announcement last week that it will purchase enterprise artificial intelligence (AI) and automation vendor Rage Frameworks, Genpact became the first IT and business process service provider to acquire an AI platform.  The addition of Rage Frameworks, which has been applying machine learning and language processing to build intelligent automation platforms for financial services, capital markets and supply chains, “will take Genpact deeper into integrating semi and unstructured data and AI, where we see the true marriage of business processes with clever technology and self-developing algorithms,” says Phil Fersht, CEO of outsourcing analyst and consulting firm HfS Research.

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    2. Outsourcing trends to watch in 2017

      This year, we saw outsourcing integration challenges multiply, production workloads and enterprise systems hit the cloud, and security hit the top of the agenda. So what’s ahead for 2017? Uncertainty for one thing. Industry watchers expect a number of shifts in the IT and business process services space — not least of which will be the initiation of more flexible outsourcing terms as the world watches and waits to see what happens once president elect Donald Trump takes office and Brexit takes hold.

       

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    3. Major IT outsourcing acquisition will have mixed impact

      The announcement that outsourcing consultancy Information Services Group (ISG) will acquire competitor Alsbridge marked the biggest M&A announcement in the IT services advisory industry since KPMG bought EquaTerra in 2011. The two large independent outsourcing advisors are joining forces to create a 1,300-person firm with offices in 20 countries revenues targeted at between $285 and $300 million in 2017.

      [ Related: Cloud services now account for a third of IT outsourcing market ]

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    4. Why Vietnam is an attractive IT offshoring destination

      Vietnam’s technical talent, retention rates and modern tech infrastructure has attracted the likes of IBM, Microsoft and Intel to set up operations there. While it will never be able to offer the scale of IT services hubs in India and China, Vietnam is increasingly an attractive alternative for IT organizations that are frustrated with high turnover and rising costs in the usual offshore locations.

      [ Related: Is Vietnam a viable offshore outsourcing alternative? ]

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    5. How to contract for outsourcing your agile development

      Agile software development methodologies are hardly new. But figuring out a way to adequately contract for them in IT outsourcing deal is. “Under traditional contracting approaches, there is an assumption that the development team can define, with some specificity, the ultimate ‘thing’ to be created supported by a detailed project plan and key milestones tied to client acceptance and financial payment triggers,” says Derek J. Schaffner, attorney in the Washington, D.C. office of law firm Mayer Brown. 

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    6. How to embrace the benefits of shadow IT

      The terms shadow IT conjures up negative images in the minds of most IT organizations. By making shadow IT a bad word, CIOs are ignoring the benefits of what are business-aligned systems and missing an opportunity to build a cohesive strategy and governance system that includes all the technology systems in an enterprise. Here’s how to better identify, manage and take advantage of business-procured IT.

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    7. Public sector embraces bigger, longer outsourcing deals

      Over the past five years, as outsourcing in the commercial sector has grown steadily but modestly, the annual contract value of outsourcing deals in the public sector has more than doubled, according to analysis by outsourcing consultancy ISG. Today, public sector outsourcing deals account for two-thirds of the annual contract value in the market overall. Much of the activity is happening in the U.S., which consists almost entirely of information technology work and driven in large part by Department of Defense spending.

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    8. Why outsourcing customers are terminating their call center deals

      The contact center outsourcing industry has always been subject to greater provider churn than other areas of IT and business process services. Historically around a quarter to a third of call center deals up for renewal are terminated every year compared to just fifteen percent of non-voice contracts. But that termination rate has risen dramatically in recent years. Over the last two years, more than half of customers with end-of-term call center contracts decided not to renew their vendor relationships.

       

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    9. Opportunities and risks in 5 global outsourcing locations

      A look at some of the key trends impacting IT and business process outsourcing locations around the globe—from U.S. veterans entering the IT outsourcing talent pool to currency fluctuations in China and Latin America to the geopolitical situation in Ukraine. Everest Group’s 2015 outsourcing year in review report included a quick peek at some important trends taking place in five global outsourcing geographies around the globe including India, China, the United States, Latin America, and Ukraine. This article gives an overview of this report, consisting of the opportunities and risks that are arising in these areas. 

       

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    10. IT outsourcing customers cling to cost-savings mindset

      IT leaders continue to focus on cost containment with their IT service deals, but in today’s business environment companies will have to spend money to save money  and also deliver the new capabilities their enterprises expect from IT, whether that means migrating applications to the cloud, introducing new automation or robotic capabilities, or partnering with IT service providers to deliver business outcomes.

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    11. How long can IT outsourcing deliver more for less?

      IT and business process outsourcing deals have been getting smaller in dollar value and shorter in duration for some time. And, according to analysis of 2015’s deal activity, enterprise digitization is strengthening that trend. The number of outsourcing contracts signed last year hit an all-time high, but annual contract values were down 8 percent, according to outsourcing consultancy Information Services Group (ISG).

       

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    12. How captive centers can drive digital transformations

      Captive centers currently account for less than 25 percent of the full-time employees delivering digital services, such as analytics, cloud and mobility, from offshore and nearshore locations, according to research by outsourcing consultancy Everest Group. However, these wholly owned subsidiaries are uniquely qualified to play a pivotal role in the digital transformation of their parent companies, says Everest Group practice director Aditya Verma.

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    13. 6 outsourcing questions to ask during an M&A

      Merger and acquisition deal announcements hit an all-time high of in 2015, from Anthem and Cigna to EMC and Dell. And experts expect robust M&A activity this year. But just as major mergers lead to major integration efforts for IT, they also spell significant work around outsourcing arrangements. In fact, the selling company is typically responsible for negotiating new sourcing services agreements before a divestiture is complete.

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    14. How robotic process automation threatens workers today

      IT professionals may or may not believe that robotic process automation (RPA) is a threat to their long-term livelihoods, but they’re not crazy about it might do to their near-term workloads. Derek Toone, managing director at outsourcing consultancy Alsbridge, reports seeing push-back from IT groups based not on a fear of job loss, but rather on the belief that RPA represents an additional, burdensome project that will stretch resources, create extra work and disrupt the enterprise.

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    15. How digital transformation is disrupting IT outsourcing

      Digital transformation is the business goal du jour. And while the increased adoption of social, mobile, analytics, cloud, autonomics, robotics and Internet of Things technologies is creating tremendous opportunities for the enterprise, it’s also introducing new risk. Most notably, these emerging technologies are impacting on how IT organizations interact with their IT service providers. 

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    16. Why enterprise digital transformation efforts stall

      Enterprises are likely to hit a roadblock after the initial stage of digital adoption, according to a recent survey by outsourcing consultancy and research firm Everest Group. In fact, 43 percent of organizations are going through what Everest has dubbed the “digital trough,” according to a survey of 120 business and IT leaders at North American companies that have embarked on significant digital adoption programs.

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    17. Why CIOs can’t wait to renegotiate their outsourcing contracts

      As business needs—and the new technologies required to support them—evolve ever more rapidly, outsourcing contracts signed just a year or two ago are already getting stale. That’s why Mayer Brown business and sourcing technology partner Dan Masur is advising companies to revamp their outsourcing deals right now to not only access new options, but also to cut significant costs. “There have been dramatic changes in how services are delivered, and those continue to evolve.

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    18. 4 Ways To Cut App Development And Maintenance Costs

      A managed services or fixed-fee outsourcing model for application development and maintenance can ultimately yield major savings for IT organizations that embrace it. A well-planned managed service delivery contract for application maintenance can yield a 25 to 45 percent cost reduction over staff augmentation in the first year alone, according Steven Kirz, managing director with outsourcing consultancy Pace Harmon, with many organizations seeing 50 to 75 percent savings after five years.

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