Customer Outsourcing Directions: IT Prefers Integrated Outsourcing, BPO Prefers Multisourcing - But What About the Future?

This IDC study uses demand-side research from three IDC surveys to provide outsourcers or players looking to compete in outsourcing with an overview of market feedback on customer buying patterns for outsourced services in the IT and business process markets. In particular, this study will highlight market trends in customer preferences for integrated versus multisourcing; outsourcer preferences; key provider criteria needed to win customers; and preferred pricing methodologies and savings expectations. Within the IT outsourcing market, this study provides details on outsourcing patterns for specific IT markets (e.g., network, desktop, application, data centers, help desk, business continuity). Finally, this study provides players in the outsourcing market with critical information on the optimal business model and go-to-market strategy needed to ensure success. Areas discussed include key customer needs, portfolio of offerings, partnership requirements, sourcing investments, and transformational enablers.

"Today's customers are leveraging a variety of sourcing options that include integrated and multisourcing across both IT and business process, as well as traditional and emerging models (e.g., hosting, software as a service [SaaS]), all while leveraging new technologies with the goal of driving optimal business performance," said David Tapper, director of Outsourcing, Utility, and Offshore Services research at IDC. "For outsourcers, the combination of increased customer sophistication in sourcing capabilities and increased integration of new technologies and service models will require that players build a robust set of capabilities, develop new partnership ecosystems, invest in new service models, support multiple processes and IT requirements, and ensure that they can provide customers with flexible sourcing options."