News This year, the ability to simply configure and run a server or develop software in isolation won't be enough. Employers will aggressively pursue workers with multi-dimensional talent -- combinations of technology, domain, business, process and people skills.
Feature IT outsourcing experts tell CIO.com what to expect in the year ahead. And if they're right, this could be the year customers -- and a few robots -- take greater control of the IT outsourcing space.
Feature CIO.com talked to Som Mittal, departing president of India's National Association of Software and Services Companies, about immigration policy and protectionist politics in the U.S., political and economic instability at home, and what the future holds for the Indian IT services industry.
News Last year, we predicted that 2013 would be the year that outsourcing governance finally grew up. We said outsourcing customers would take the reins with do-it-yourself deals. And we forecasted that local support would be a critical differentiator for service providers. Now it's time to see how those predictions panned out.
Feature Major sporting events have one thing in common: long lines everywhere. For the Seattle Seahawks, those lines at its souvenir shop were costing it game-day revenue. The team's IT specialist architected a winning game plan that starred a mobile point-of-sale system that kept the lines moving.
Feature In theory, a hybrid offshore deal combines the best of pure outsourcing and a captive IT services center. In reality, it's more complicated -- and not for everyone.
Tip Nearly half of all contact centers consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey.
News Analysis Philippines outsourcing hub Cebu, closest to the path of the storm, did not take a direct hit. However, a lack of public statements from industry groups and providers reveals industry immaturity.
Tip Rather than giving away free stuff, The North Face and Red Robin create customized "experience" rewards for faithful customers
News An agreement by the Indian IT service provider to pay $34 million to settle claims of visa fraud and abuse could force more outsourcers to reconsider their business models.n
News Following the Infosys visa fraud $34 million settlement, IT outsourcing customers should take these five steps to protect themselves. Here's a look at what outsourcing customers need to do.
News Analysis The first half of the year was relatively quiet for global IT outsourcing deals, but activity has picked up considerably in the third quarter. Outsourcing consultancy ISG examines why and predicts how the IT outsourcing market will finish out the year.
News Analysis The federal government's recent launch of Healthcare.gov is a stunning example of outsourced IT gone wrong. The multi-contractor project has been riddled with issues and should serve as a reminder to any IT outsourcing customer regarding steps to take to ensure a smooth rollout.
News If the government shutdown continues on for more than a couple of months it could be trouble for IT outsourcers. But currently, the shutdown of iCert is not yet a problem for IT service providers. Here's why.
News Heading into 2014, IT outsourcing service providers will be hard at work stealing business from their competitors -- and having theirs stolen as well.
News Even though the state of IT outsourcing has matured, mistakes in flawed deals are often repeated, and the most disappointing deals share common characteristics. Here are 10 steps that are guaranteed to lead to an outsourcing catastrophe.
News There's a growing shift from tier 1 offshore outsourcing providers to midsize IT services players. Scale and price are no longer the sole interest of outsourcing customers. They are seeking agility, flexibility, vertical alignment, responsiveness and trust -- all of which they are more likely to find in a smaller, more focused provider.
News Analysis China is looking to compete with India on the global IT outsourcing stage. However, its progress has been slow due to a sluggish IT and business process services industry, a lack a IT talent and a bad reputation for intellectual property protection and security.
News Analysis As the market for contact center outsourcing has matured, buyers are increasingly looking for sophisticated support from suppliers to enhance the customer experience across multiple channels, which include mobile apps and social media.
News The rupee's depreciation has been a windfall for IT service providers in India, but there are steps customers can take to share in the benefits. Before you head to the negotiating, or renegotiating, table, there are some things you should keep in mind. Here are six tips for leveraging the rupee's depreciation to get a better deal.
News Analysis 'Press 1 for America' legislation continues to take aim at U.S. companies that offshore call centers, but it's expected to have little impact.
News Analysis Cost-conscious customers, uncertain economic conditions and evolving delivery models are causing the IT services market to grow more slowly than expected, according to a recent Gartner report.
News IT outsourcing providers that set up new delivery centers in the first quarter of this year were more likely to do so at an onshore location than in offshore ones, according to a recent report. However, both location options continue to grow in terms of headcount and scope of processes.
News When the Georgia Technology Authority's plan to transform its aging IT infrastructure was failing to deliver, its CIO decided to rework the high-profile IT outsourcing deal it had struck with IBM Global Services and AT&T. The IT team worked with the vendors to get the relationship and the deal back on course.
News Five out of 10 outsourcing buyers will up their bets on applications outsourcing, according to a joint survey from KPMG and HfS Research, but they continue to be disappointed by providers' analytical capabilities and innovation.
Feature As the IT outsourcing industry is undergoing some fundamental changes, CIOs will need to take their vendor management game to a new level. Forrester vice president and principal analyst John C. McCarthy discusses how CIOs can move from outsourcing procurement to true vendor management.
News Analysis Though IT outsourcing vendors and clients cite concern over the potential H-1B visa reform currently heading to the senate for a vote, they are, for the most part, taking a wait-and-see approach and are doing very little to prepare for the possible effects of the visa changes.
News IT organizations and CIOs don't contract and outsource to countries, they contract and outsource to companies. Given that, it's time to stop assessing location-based risk in a vacuum because sometimes the 'riskiest' suppliers may have the most innovative solutions.
Feature CIO.com talked to a domestic outsourcing provider about partnering with universities to build a domestic outsourcing model, growing dissatisfaction with offshoring, the real problem with Gen Y, and how immigration reform might impact outsourcing in the U.S.
News Analysis India's application development and maintenance business will take a hit if a provision of the U.S. Senate immigration bill becomes law, and some experts say the restrictions will drive more outsourcing offshore.
News Analysis After a decade of double-digit growth, India's offshore IT outsourcing leaders must shift strategies if they want to continue to dominate in technology services as growth slows in a maturing market. Here are eight things Indian outsourcers need to do to grow.
News Analysis CIOs struggle with communication and language issues offshore, so it's good news that global business English proficiency is increasing. However, some countries are further along than others. Here are the 10 best and the 10 worst countries for English proficiency.
Feature Should you trade your clear-cut written outsourcing contract for a simpler agreement and a handshake with your IT services provider? Thomas Young from Information Services Group (ISG) says you should consider what he calls 'evolutionary contracting.'
Feature Finding IT pros with business skills has always been a bear. So award-winning CIOs are taking radical steps to train, recruit or grow the hybrid staff they covet. (Plus: Meet the new members of the CIO Hall of Fame and the Ones to Watch winners.)
Feature In part 2 of our two-part series on IT offshoring lessons, we look at seven more examples of successful IT outsourcing offshoring best practices.
Feature The need to remain competitive has kept offshoring an essential part of nearly every company's sourcing strategy. The questions that remain are what and how to offshore. Offshore pioneers who have navigated the changing IT offshoring terrain have some answers based on a decade's worth of lessons. In part 1 of a two-part series, we look at seven of those lessons.
Feature As IT outsourcing has evolved so have IT outsourcing customers' benchmarking needs. As a result, a new approach to benchmarking is necessary. Kathy Rudy, partner with outsourcing consultancy ISG, discusses pros and cons of benchmarking for transformation and how to do it right.