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Many organisations have embraced a multisource model to lower costs and improve service quality and flexibility in their IT environments. Although multisourcing is now commonplace, organisations are faced with the complex task of getting multiple service providers to work towards common goals, often when they have competing agendas and different approaches to planning, service delivery and account management. A lack of cultural alignment and poor relationships between providers and their clients are often blamed for outsourcing failures. Engagement models, responsibilities matrices, governance frameworks and service contracts can help organisations define and manage the interconnecting relationships between multiple providers and client stakeholder groups, but these only go so far in creating a successful outsourcing environment.
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