Gartner Research

Outsourcing Trends 2013: How to Integrate and Manage Multiple IT Service Providers

Published: 15 February 2013

ID: G00239100

Analyst(s): Helen Huntley


This research is part of "Gartner on Outsourcing, 2013 series." Sourcing managers are using greater numbers of external providers, but fail to integrate and manage them effectively. Managers must define collaboration expectations, apply structured governance and align performance metrics.

Table Of Contents
  • Impacts


  • Key Challenges in 2012
  • Outlook for 2013

Impacts and Recommendations

  • Cooperation between IT vendors does not happen automatically without the right framework, processes and governance put in place by the client
  • Enterprises lack end-to-end visibility when vendor relationships are constructed, managed and reported in silos
  • Without strong vendor management to keep control over the enterprise vendor ecosystem, enterprises are more likely to experience business disruption when vendors fail to work together cooperatively to resolve issues that may cross individual contract lines

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