Gartner Research

Sourcing Success in the Digital Age Requires a Continuous Focus on Quality, Experience and Timing

Published: 22 August 2014

ID: G00259939

Analyst(s): Frank Ridder , Gilbert van der Heiden , Claudio Da Rold


Sourcing executives must drive IT to support the business and realize their external business objectives. This drive focuses on the infinite loop of addressing external customer expectations in terms of quality and users' experience of business products, in time, every time.

Table Of Contents
  • Impacts


  • A continuous loop approach to adaptive sourcing ensures IT delivers value to the business

Impacts and Recommendations

  • In a digitalized business, sourcing executives must enable the continuous adaptation of services to match dynamic business outcome requirements, by focusing on increased product quality, customer experience, and time to market
  • If business-outcome-driven services are overemphasized, the cost of maintenance (IT debt) outweighs IT value and the focus on new functionality only, ignores the reliability and integrity of the supporting technology layers
  • Appendix
    • Adaptive Sourcing

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