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SupportWorld, Jan/Feb 2013

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Business Intelligence: The Power of IT Services By Dr. Shue-Jane Thompson According to Computer Economics, "among organizations that outsource IT work, the percentage of their total IT budget going to service providers rose at the median from 6.1 percent in 2009 to 7.1 percent in 2010…[and] then jumped to 8.6 percent in 2012."1 These statistics speak to an increasing trend in IT outsourcing where greater offshoring and/or outsourcing of services operations has shifted the IT service culture from internal command and control of IT assets to IT service as a utility. Consuming IT services as a utility shifts the risks to the service provider, but it often results in the loss of valuable business intelligence. ____________________ "IT Outsourcing Spending Resumes Its Rise," Computer Economics (September 2012), www.computereconomics.com/article.cfm?id=1777. 1 20 | Suppor tWorld January / February 2013 In any service and support situation, the relationship between service providers and consumers is mechanically bounded by the service terms and conditions and a set of agreeable payment terms. What's often missing in outsourcing-based provider-consumer relationships is a set of business rules that governs the processes for handling the valuable

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