We are in the midst of an evolution of how IT services and service delivery intersect. This new way of doing business requires a fresh view on how you manage internal and external service providers. And if this isn’t enough of a challenge, consider the fact that for the foreseeable future, IT budgets will continue to remain flat or even decline. As a result, managing multiple IT service providers and integrating services into a single “hybrid” service delivery model have become critical factors in determining IT success or failure across an organization.
Most enterprises source IT services from a number of internal and external suppliers to enable delivery of a rich services portfolio. Multisourcing brings complexity, which multiplies with each supplier relationship. IT must measure service-level performance while identifying and resolving root-cause problems, as you manage the relationship with suppliers.