Gartner Research

Tech CEOs Must Create Outsourcing KPIs for Technology and Business Outcomes to Remain Relevant

Published: 22 January 2019

ID: G00382648

Analyst(s): David Ackerman , William Maurer


The maturity of outsourcing IT services offerings depends on solution measurement plans that support the organization’s business goals. Tech CEOs should use this research to create sustainable measures and processes that focus on technology and business outcomes for client success.

Table Of Contents



  • Step 1. Create Playlist
    • Activity A. Assess Factors Influencing Outsourcing Measurement Decisions
    • Activity B. Promote BU Collaboration to Define and Prioritize Relevant Measures
    • Activity C. Analyze Applicability of Market-Ready Solutions for Meeting Business Objectives
    • Activity D. Engage IT to Analyze Solutions for Potential Fit With Organizational Architectural Guidelines and Ability to Manage Operational Delivery
    • Recommendations for Tech CEOs
  • Step 2. Select and Finalize Playlist
    • Finalize Playlist — Actions
    • Recommendations for Tech CEOs
  • Step 3. Utilize Playlist for Outsourcing Deals
    • Activity A. Develop MSA Articles
    • Activity B. Develop MSA Attachments
    • Recommendations for Tech CEOs

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