IT outsourcing customers mad as hell, ready to walk

Stephanie Overby

Meanwhile, many enterprises are actively implementing software-as-a-Service applications -- in some cases, in lieu of outsourcing. However, notes Fersht, some failed to invest in the change management and organizational redesign required to reap the full business value of cloud-based systems. This is another area where IT service providers can step up to help companies implement a cloud platform and support the transformation that must happen. That's "the Holy Grail for many buyers," Fersht says.

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