Stories by Stephanie Overby

The ‘as-a-service’ market now accounts for a third of IT services activity. Can traditional outsourcing survive?

Large application outsourcing is booming at big banks, driven in large part by the need for digital transformation.

While IBM and Accenture still command a majority of the IT services markets, the combination of offshore-centric and as-a-service competition has proven to be an ‘all-out assault’ on traditional providers.

The merger between HPE’s enterprise services business and CSC may or may not help solve those providers’ problems, but there are steps customers can take to make sure the huge ‘spin-merger’ works out in their favor.

The buttoned-up contracting approaches used for traditional software won’t work for outsourced agile projects. Here’s how to implement different protections for agile development agreements.

Public sector outsourcing deals are growing as the U.S. government seeks shared services efficiencies.

Cost of living prices increases are intended to keep IT outsourcing staff happy and working hard on your account. However, only a fraction of the money makes it into the pockets of those workers. Here are three ways to fix that.

No longer content with simply lower costs, call center outsourcing buyers are looking for providers to deliver emerging technology and improved business outcomes as well.

A look at some of the key trends impacting IT and business process outsourcing locations around the globe—from U.S. veterans entering the IT outsourcing talent pool to currency fluctuations in China and Latin America to the geopolitical situation in Ukraine.

Companies are implementing artificial intelligence technology for customer service. Here’s a look at how Atom Bank is incorporating WDS Virtual Agent software from Xeros into its mobile app to solve customer issues.

Sure, you and all your IT service providers follow ITIL guidelines, but you interpret those standards differently. And those little inconsistencies can lead to big problems.

Outsourcing the management of outsourcers has been a controversial approach in the past, but the increased demands of IT service management may be too much for some IT groups to handle themselves.

IT leaders continue to focus on cost containment with their IT service deals, but in today’s business environment companies will have to spend money to save money, according to KPMG’s David Brown.

Digital transformation is driving even smaller and shorter deals for IT service providers, but how low can providers go?

The majority of global in-house centers are in the early stages of digital service delivery maturity, but they’re poised to bring greater value to enterprise transformation.