Gartner Research

A Future View for BPO

Published: 12 February 2001

ID: G0095599

Analyst(s): Rebecca S Scholl, Allie Young


Outsourcing, as a business strategy and a relationship model, has evolved over the past decade to become a dominant force in the IT industry. Megaforces -- most notably the impact of the Internet on both business and IT strategies -- are changing the nature of the outsourcing opportunity: its value proposition, how services are/will be delivered, and what customers will require. Furthermore, new competitors are moving quickly to capture the new outsourcing opportunities. Outsourcers are at a crossroads, and they must determine how they will most effectively compete in the future outsourcing market.

Table Of Contents
  • Introduction
  • Outsourcing Generations
  • Methodology and Assumptions
    • The Delivery Spectrum
    • The Value Spectrum
  • The Sourcing Matrix
    • Management
    • Access
    • Optimization
    • Creation
  • IT Services and the Sourcing Matrix
  • Engagement Structures
  • Pricing Structures
  • Sourcing Relationship Structures
  • Dataquest Perspective
    • Dataquest Recommendations

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