Maintaining a mutually beneficial contract throughout the full term, once dissatisfaction with the supplier is experienced, can be a challenge and often past the point of recovery. The recurrent reason for this is the stage at which the contract is brought in. Concerns usually fester long before they are raised.
In response to growing CIO concerns about multi-sourcing and service integration and management (SIAM), Quantum Plus sponsored CIO Connect to carry out a survey to ascertain the current thinking and view point on multi-sourcing and SIAM. A six month research project was undertaken with thirty leading IT executives and twenty IT vendors.
Desktop outsourcing is the delegation of responsibility for the day-to-day management and support of end‑user (client) devices within an organisation to a third party under a multi-year managed service contract. We would expect this service to include support of the hardware, operating system, web browser, ‘office productivity’ software such as Microsoft Office and an agreed list of other PC software; plus the support of any peripherals associated with the end-user devices (e.g.