Gartner Research

China Summary Translation: Key Factors That Can Make or Break Your Managed Services Outsourcing Deal

Published: 26 November 2015

ID: G00291994

Analyst(s): Tina T. Tang, Ruby Jivan


By 2016, 70% of CIOs expect to change their mix of sourcing providers to get more business value and innovation from new partner relationships. Sourcing managers must consider using the managed services approach to outsourcing, and focus on the key success factors to realize sourcing objectives.

Table Of Contents


Key Factors That Can Make or Break Your Managed Services Outsourcing Deal


Research Highlights

  • Defining and Documenting a Clear SOW
    • Gartner Resources for SOWs
  • Selecting the Right SLAs, KPIs and Measurable Metrics
    • Gartner Resources for SLAs and KPIs
    • KPIs for Quality of Code — Enhancements and Development
  • Negotiating Mutually Beneficial Terms and Commercial Structures That Match Outsourcing Objective
    • Service Penalties and Earn-Back (SP)
    • Termination (Te)
    • Key Personnel (KP)
    • Innovation Plan (IP)
    • Benchmarking
  • Dedicating Sufficient Time for Transition and Steady State
  • Ensuring Optimal Change Management and Assessing Retained Organizational Competencies

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