This IDC study examines outsourcing from the perspective of the customer, specifically customers in the telecommunications industry. This study offers insight into the drivers that influenced the telecommunications firms to take the path of outsourcing, the processes they used to determine the scope of the outsourcing engagement, the processes they used to manage the outsourcing implementation, the effects of outsourcing on their businesses, the aspects of vendor management and, finally, lessons learned.

"This study highlights the need for IT outsourcing vendors to clearly demonstrate an understanding of the business requirements and therefore the desired business outcomes of their clients in the telecommunications industry, in order to develop a comprehensive IT outsourcing solution," said Osman Tora, Research Manager, Asia/Pacific IS Outsourcing and xSP Program.