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IT outsourcing customers mad as hell, ready to walk

Stephanie Overby | Aug. 6, 2014
IT outsourcing customers are demanding more from their providers and consider showing the door to those who can't move up the value chain of IT services, according to recent survey.

Meanwhile, many enterprises are actively implementing software-as-a-Service applications -- in some cases, in lieu of outsourcing. However, notes Fersht, some failed to invest in the change management and organizational redesign required to reap the full business value of cloud-based systems. This is another area where IT service providers can step up to help companies implement a cloud platform and support the transformation that must happen. That's "the Holy Grail for many buyers," Fersht says.


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