Gartner Research

Address Critical Support Processes Before Outsourcing Your ERP Support

Published: 26 June 2014

ID: G00264358

Analyst(s): Pat Phelan, Mike Guay

Summary

Outsourcing ERP support is a good way to address skill or head count shortages, or focus internal staff on value-added work, rather than sustainment. However, IT leaders should outsource ERP support only if they're already good at outsourcing and the services to be outsourced have been well-defined.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Outsource ERP Support Only When You're Good at Outsourcing
  • Enhance/Create Communication Processes for Each Outsourced ERP Support Service
  • Retain Internal Accountability for Ensuring That Third-Party Deliverables Are Production-Ready
  • Retain Governance Over ERP Decisions

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