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A New Rhythm In HCM

Mark Brandau June 13, 2019
Maybe I’ve been in the software world for too long. Or maybe I’m a product of my earlier years. You might remember the old Russian proverb, “Doveryai, no proveryai,” which President Reagan made famous in the context of nuclear disarmament. Translated: “Trust, but verify.” Either way, I’m curious about a lot of things, question everything, […]
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New Engagement Models Emerge For Custom Software Outsourcing

Christopher Condo December 5, 2017
The purchase of Whole Foods by Amazon, and more recently, the proposed purchase of Aetna by CVS, are creating an imperative for all businesses to digitally transform. In my report on new engagement models, I capture and report on new and creative ways that AD&D leaders are working with custom software development partners to transform […]
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The Future Of Organizations

Today's organizational structure has aged out.

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Whither Indian IT?

Somak Roy July 7, 2017
The Indian media has been busy sounding the death knell for the US$150 billion IT and BPO services industry. Doom generates page views and can make for compelling reading, but do the facts justify the rising sense of despondency? Not quite, we believe. The retrenchments and the modest guidance are real. But they are neither […]
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Link Pricing To Business Drivers To Take Services Partnerships To The Next Level

Liz Herbert April 1, 2016
Clients and services partners have talked for years about linking services partner pricing to business goals. However, traditional pricing models such as time and materials and fixed fee still dominate in services partnerships; examples of truly innovative pricing models are rare. Despite the rarity of these outcome-oriented pricing models, interest remains high. Clients frequently ask […]
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What’s New With I&O: September 2015

Eveline Oehrlich September 1, 2015
Our research focus for this quarter was about how to make your team – The Service Delivery Team – more effective and efficient part of the I&O team. This spans four key topics: how to support your company's employees, how to become more automated, how to increase your speed and quality of service delivery, and […]
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Contact center outsourcers move strongly to omnichannel—brands’ attitudes need to catch up to that change

Ian Jacobs July 27, 2015
Contact center outsourcers have gotten a bum rap. Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice. Comedians have mocked offshore agents, often mercilessly. In particular, the shared services outsourcing model in which a single agent supports multiple brands at […]
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Do You Need To Rethink Your Sourcing Strategy In 2015? (Hint: You Should)

Megan Doerr March 9, 2015
Getting dressed in the morning. Driving to work. Cooking dinner. If you could outsource one (or all) of these seemingly mundane daily tasks, would you? The majority would answer yes – and we do, when we go out to dinner instead of making it ourselves or calling a taxi to take us where we need […]
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US Tech Market Will Rise By Around 6% In 2014 And 2015, Led By Software And Services In Support Of The BT Agenda

Andrew Bartels October 22, 2014
We published today our fall update to Forrester's US tech market outlook for 2014 and 2015 (see "US Tech Market Growth Remains Solid For 2014 And 2015: The BT Agenda Will Be The Main Driver of 5% To 6% Growth"), as well as our forecast for US tech market growth by industry (see "US Tech […]
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As Software Enriches The Brand, Companies Need Help

Forrester June 20, 2014
In the age of the customer, companies need to drive a new business agenda around customer engagement- and to achieve that level of engagement, software becomes critical. Software has become a strategic asset which sits at the intersection between companies and their customers and has become vital in enriching companies’ brands. For example, how you […]
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Are You Ready To Outsource Your Agile Modern Application Delivery?

Diego Lo Giudice May 27, 2014
Our bi-yearly Forrester Agile survey suggests that Agile development (or simply "Agile") continues to see consistent, strong adoption. However, the same survey data shows that only a small percentage of firms are outsourcing Agile application development due to a lack of experience with the development sourcing approaches and governance models needed to make it work. Successfully outsourcing […]
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Bharti Airtel Finally Says “Yes” To IBM — But With Caveats

Forrester April 3, 2014
All the speculations on whether IBM will get a renewal of its landmark contract with Bharti Airtel, largest telecom operator in India, have finally come to an end. Yesterday, IBM announced that Bharti Airtel has extended the agreement to manage latter’s infrastructure and application services over the next five years. The key highlights: Although the […]
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Announcing Forrester’s Inaugural Software Product Development Services Wave

Forrester March 31, 2014
We live in a time of digital disruption. The next generation of product development will require wholesale change to the types of skills companies need. As my colleague James Staten recently wrote, an earthquake in Silicon Valley is turning every company into a software vendor. It is this notion, that every company becomes an ISV, […]
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The Recent Ruling In Oracle vs Rimini Street Has Significant Implications For The Wider Outsourcing Industry

Duncan Jones February 26, 2014
I've just published a Quick Take report that explains why the Nevada District Court’s recent decision on some of the issues in the four-year-old Oracle versus Rimini Street case has significant implications for sourcing professionals — and, indeed, the entire technology services industry — beyond its impact on the growing third-party support (3SP) market. http://www.forrester.com/Quick+Take+The+Rimini+Street+Ruling+Has+Serious+Implications+For+Oracle+Customers/fulltext/-/E-RES115572 […]
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IBM Plans To Build 15 Data Centers To Expand Its Global Cloud Footprint

Forrester February 11, 2014
Last month IBM announced plans to invest $1.2 billion in expanding its cloud footprint. IBM will deliver cloud services from 25 existing data centers and 15 new data centers in 2014. In the Asia Pacific region, IBM plans to open new data centers in Australia, China, Hong Kong, India, and Japan.   In the last […]
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Case Study: News UK Transformed Its Data Center To Become More Agile

Forrester December 30, 2013
Data center procurement approaches have significantly changed in the past five years. While many CIOs are following a cloud-first approach to commissioning new services, most enterprises struggle to move the majority of their infrastructure to public clouds due to application interdependencies and legacy infrastructure silos. As profiled in my recently published case study, in 2008 […]
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Meeting with Tech Mahindra – Insights and Reality Check on IT Automation

Richard Fichera December 5, 2013
I recently had a meeting with executives from Tech Mahindra, an Indian-based IT services company, which was refreshing for the both the candor with which they discussed the overall mechanics of a support and integration model with significant components located half a world away, as well as their insights on the realities and limitations of […]
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Manufacturers In China Should Change Their Sourcing Strategy To Improve Business Competence

Gene Cao November 23, 2013
Chinese manufacturers are repositioning. They’re willing to invest more in improving their core competencies, like R&D and design capabilities, by using outsourcing providers that have successfully served foreign peer companies in the same industry. They must dedicate all their resources — including internal IT systems and solutions like ERP — to meeting this goal. We […]
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Despite challenges, distributed Agile is possible

Forrester November 18, 2013
As we move to what Forrester calls ‘The Age Of The Customer,’ enterprises will need to reinvent themselves to systematically understand and serve increasingly powerful customers, we are seeing a notable shift in what the business expects from IT. IT requirements are increasingly being influenced by the business leader who wants technology to not just […]
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Brazil’s IT industry refines its value proposition

Forrester November 13, 2013
Although Brazil’s IT sector has frequently been compared as an up and coming challenger for India’s share of the offshore pie, Brazilian vendors are keener to position themselves as potential local partners rather than as nearshore alternatives. The reasoning is simple – with tremendous opportunity for growth existing locally, there is less motivation to pursue […]
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The Cost of PRISM Will Be Larger Than ITIF Projects

James Staten August 14, 2013
Earlier this month The Information Technology & Innovation Foundation (ITIF) published a prediction that the U.S. cloud computing industry stands to lose up to $35 billion by 2016 thanks to the National Security Agency (NSA) PRISM project, leaked to the media in June. We think this estimate is too low and could be as high […]
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