For IT Services Professionals

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	June 26, 2006 SOA Will Shape The Future Of BPO Delivery by Bill Martorelli with Tom Pohlmann, John C. McCarthy, Katherine Brown

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Executive Summary

With large recent awards in hand and full supplier pipelines, the business process outsourcing (BPO) market is poised for significant growth. But BPO delivery remains a complex undertaking in a constant state of evolution. The principal reason for this complexity is the often fractured relationship between BPO and the applications platforms that underlie it. Customers do not always consider the suitability of applications assets as a foundation for BPO delivery — a mismatch that can lead to high costs for customers and unprofitable BPO operations for suppliers, threatening not only the success of individual BPO engagements but also continued vendor viability in the BPO segment. A number of factors, most notably an increased use of service-oriented architecture (SOA) by suppliers, will resolve this split. But for the immediate future, buyers of BPO must take a more holistic approach to BPO decision-making, changing a model where responsibility for business process and application are often split.

TABLE OF CONTENTS

• Services And Apps Must Be Harmonized To Achieve Success In BPO
• The Future of BPO Delivery Rests On SOA

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