Certain technical requirements will narrow the list of options for many clients. Companies looking to automate in areas that involve sensitive data or seeking to limit integration and ongoing maintenance effort will find just a few providers capable of meeting their needs, says Fersht.
As with any significant IT transformation, talking to those who have gone down this road before is important. “I strongly suggest that clients get input from customer references, both to understand peer experiences and to prove out deployment at scale,” says Fersht.
Outsourcing customers should also consider the governance and service level metrics implications of these new types of outsourcing arrangements. “As the services penetration changes and the solution characteristics change, there is also a growing question about how to measure performance and success, and create a commercial relationship with the provider to equitably share in that success.”
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