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

  • August 2016 •
  • 7 pages •
  • Report ID: 4064942 •
  • Format: PDF
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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