Stephanie Overby

Stephanie Overby is a regular contributor to CIO.com and CIO magazine. Disclosure: She also writes for Hewlett-Packard's marketing website TechBeacon.

Why outsourcing customers are terminating their call center deals

4 ways to apply SLAs to shadow IT

4 ways to apply SLAs to shadow IT

IT can harness the power of shadow IT services and solutions and mitigate associated risks by wrapping formal SLAs around them.

Opportunities and risks in 5 global outsourcing locations

Opportunities and risks in 5 global outsourcing locations

A look at some of the key trends impacting IT and business process outsourcing locations around the globe—from U.S. veterans entering the IT outsourcing talent pool to currency fluctuations in China and Latin America to the...

How to build cybersecurity into outsourcing contracts

How to build cybersecurity into outsourcing contracts

IT outsourcing customers must take greater care in building cyber-risk protection into their IT services and cloud computing deals.

Mobile-only banking startup bets on bots

Mobile-only banking startup bets on bots

Companies are implementing artificial intelligence technology for customer service. Here’s a look at how Atom Bank is incorporating WDS Virtual Agent software from Xerox into its mobile app to solve customer issues.

Why it’s time to set standards for outsourcing providers

Why it’s time to set standards for outsourcing providers

Sure, you and all your IT service providers follow ITIL guidelines, but you interpret those standards differently. And those little inconsistencies can lead to big problems.

Should you outsource vendor management?

Should you outsource vendor management?

Outsourcing the management of outsourcers has been a controversial approach in the past, but the increased demands of IT service management may be too much for some IT groups to handle themselves.

IT outsourcing customers cling to cost-savings mindset

IT outsourcing customers cling to cost-savings mindset

IT leaders continue to focus on cost containment with their IT service deals, but in today’s business environment companies will have to spend money to save money, according to KPMG’s David Brown.

How long can IT outsourcing deliver more for less?

How long can IT outsourcing deliver more for less?

Digital transformation is driving even smaller and shorter deals for IT service providers, but how low can providers go?

How captive centers can drive digital transformations

How captive centers can drive digital transformations

The majority of global in-house centers are in the early stages of digital service delivery maturity, but they’re poised to bring greater value to enterprise transformation.

How to prepare IT workers for the impact of automation

How to prepare IT workers for the impact of automation

What happens to technology professionals as artificially intelligent machines take over increasingly complex IT tasks?

The top 10 IT outsourcing service providers of the year

The top 10 IT outsourcing service providers of the year

Everest Group’s inaugural service provider awards name Cognizant, Accenture and IBM the top three outsourcing providers. In addition, Accenture is highlighted as ‘leader of the year’ for continuing to transform itself and HCL as...

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