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Customer Expectations in IT Outsourcing are Changing Fast in Europe, and Suppliers Need to Change Faster

Customer Expectations in IT Outsourcing are Changing Fast in Europe, and Suppliers Need to Change Faster

This IDC Insight examines how end-user attitudes toward IT outsourcing have shifted decisively over the past few years, following the impact of a series of major changes, including the arrival of the 3rd Platform (aka digital, and more notably, cloud and mobile technologies), the rise of customer experience (CX)/user experience (UX), agile development, DevOps, insourcing, and open innovation ecosystems.While IT outsourcing remains strategic, it is now set within the context of a broader and more mature set of technology and service options, including enterprise-grade cloud services and newly reinvigorated in-house IT capabilities. Traditional IT outsourcing will have to play a less dominant role in the provision technology-related services in the future, ceding share of client wallet to both new (cloud) and old (in-house provision) rivals.

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IDC Opinion
In This Insight
Situation Overview
Customer Interest in Outsourcing is Evolving
Multisourcing and Service Management Gain Importance
Blended and Cloud-Enabled Deals Increasingly Become the Norm
Insourcing Becomes a More Viable Option
Insourcing to Gain Flexibility: European Government Agency
Insourcing to Regain Control of IT: AstraZeneca
Future Outlook
End-User Expectations of Outsourcing Partners
Collaboration and Partnership
Knowledge Management
Mandating Innovation
Continuous Improvement and Outsourcing Model Evolution
Provider Breadth and Depth of Cloud Services Capabilities
Conclusion: A Journey for Suppliers and Clients Alike

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