Outsourcing Contracts
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IT Optimization
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Contingent Workforce Management
Organizational Efficiency
In the last few years, enterprise preference for IT service delivery has shifted subtly toward in-house delivery. While IT support remains predominantly outsourced, share of delivery from Global In-house Centers (GICs, or shared services centers) has risen steadily.
Although MSP currently has the lowest offshoring levels in the global Business Process Services (BPS) space, offshoring of MSP FTEs is slowly rising, and we expect to see an increase in offshoring in similarly transaction-intensive process that are offshored in other BPS areas
Activity in the past few years has been concentrated in top-10 countries due to the availability of relevant talent to support complex areas or digital skills (e.g., SMAC, automation, IoT, blockchain, and cybersecurity)
Common issues relate to: rate cards, sub-par operational metrics, inflation and FOREX, suboptimal shoring, and misaligned service levels
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