Service Integration Needs A New Approach

The trend to selectively source continues as firms carve up the IT estate into smaller chunks for outsourcing to multiple providers. But sourcing groups face problems when outsourcing selectively when each provider seeks to dominate your firm and maximize its account, and the provider group collectively avoids or resists attempts to drive collaboration and innovation among them. With stakeholder dissatisfaction rising, sourcing groups need an effective approach to integrate outsourced IT services. Forrester proposes that firms follow a systematic approach to multisourcing that aligns outsourcing objectives, IT service delivery, contracts, and governance to the needs and expectations of line-of-business stakeholders. Sourcing groups are actually multisourcing's enablers, identifying the principles that drive a structured multisourcing program and defining the processes that guarantee effective IT delivery.