Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Sourcing Trends: Challenges and Opportunities Facing Service Providers

1,811 views

Published on

Published in: Business
  • Hi there! Get Your Professional Job-Winning Resume Here - Check our website! http://bit.ly/resumpro
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Sourcing Trends: Challenges and Opportunities Facing Service Providers

  1. 1. Sourcing Trends: What is Next?Challenges and Opportunities Facing ServiceProvidersOutsourcing Institute Service Provider SummitJanuary 30th, 2013Stanton Jones, Analyst, Emerging Technology Copyright © 2012 Information Services Group, Inc. All Rights Reserved. No part of this document may be reproduced in any form or by any electronic or mechanical means, including information storage and retrieval devices or systems, without prior written permission from ISG, Inc.
  2. 2. Sourcing and the CIOOver the past decade, many sourcing decisions and projects have evolved to fromthe strategic to the tactical.Strategic CIO Fewer Lower Longer Sourcing Related Projects General Trend Deals Competition Duration N-1 2002: 377 2000: 32% TMS 1999: 6.5Y 2011: 933 2010: 64% TMS 2012: 4.8Y Tactical N-2 More Higher Shorter TMS: True Multi-Source where no one provider has more than 80% of spendCopyright © 2012 Information Services Group, Inc. All Rights Reserved 2
  3. 3. Trends in the Technology Sourcing MarketAs technologies evolve, Functional Out-Tasking and Service Integration will emergeas the growth areas for Third Party Services. SI Management is strategic. Strategic Tactical Out-Tasking Players ► EMC Tower 1 ► Akamai ► VMWare Multi- Tower 2 ► Hitachi Tower One Neck ► iPSoft To Choke ► Oracle Tower 3 Model ► SFDC ► Rackspace Tower 4 ► Amazon ► Workday Importance of Software, Platforms, ► Etc. Labor Automation, Importance of Labor Arbitrage ScalabilityCopyright © 2012 Information Services Group, Inc. All Rights Reserved 3
  4. 4. Functional Out-Tasking: What is the big deal?Think of the market progression from the left hand side of the chart to the right intwo waves: Wave 1: Labor Arbitrage; Wave 2: Labor Automation Wave 1 Wave 2 Labor Labor Arbitrage Automation Wave 1 Characteristics Wave 2 Characteristics ► 15%-30% cost take out ► Projecting 40%-60% cost take out for automated functions (need more data) ► Model is scalable to the extent that you can scale labor ► Model is scalable and is largely independent of labor growth ► Custom/complex, legacy :“Your mess for less” ► Transformative – New way of doing business ► Access to Low Cost Labor necessary to provide continuous value ► Access to “Rocket Scientists” who can codify manual processes ► Revenue/Profit correlated to People ► Revenue/Profit NOT correlated to PeopleCopyright © 2012 Information Services Group, Inc. All Rights Reserved 4
  5. 5. Research: Is the Automation Trend Real?Most providers feel that labor is likely to decrease in favor of automation over thenext three years…Copyright © 2012 Information Services Group, Inc. All Rights Reserved 5
  6. 6. Live Poll: Instructions You can also use Twitter: send a Tweet to @Poll with the code (vote)Copyright © 2012 Information Services Group, Inc. All Rights Reserved 6
  7. 7. Live Poll: What do you think?Copyright © 2012 Information Services Group, Inc. All Rights Reserved 7
  8. 8. Process Level Perspective: ADM ServicesADM is a mature outsourcing market offering both on and offshore service providers.Solutions include multi-sourcing models with on and offshore business models. Suitability For Sourcing ADM Strategy Development Strong retained candidate Possible outsourcing candidate High Requirements Definition Strong outsourcing candidate Application Architecture Strategic Application QA Services Application Testing Enterprise Value Added Tower 1 Configuration Management Version Control Application Build Application Design Performance Testing Operational Services Application Coding Security Administration Technical Training 2nd Level Technical Support Application Maintenance 1st Level Technical Support User Training Transaction Services Basic Complexity of Interaction HighCopyright © 2012 Information Services Group, Inc. All Rights Reserved 8
  9. 9. Process Level Perspective: IT Infrastructure ServicesIT is a mature outsourcing market that offers top global service providers andevolving offshore services in remote monitoring and administration services. Suitability For Sourcing Strategy Development Service Management Strong retained candidate Possible outsourcing candidate High Integration Services Strong outsourcing candidate Optimization Services Strategic Disaster Recovery Services Data Center Management Enterprise Value Added Tower 2 Production Control / Scheduling Desktop/Mobile Device Management LAN Management Data Backup & Recovery Security Administration Network Administration Operational Services Systems Administration Technical Training 2nd Level Technical Support Server Administration Data Administration Desktop/Mobile Device Administration 1st Level Technical Support User Training Network Monitoring Systems Monitoring Transaction Services Basic Complexity of Interaction HighCopyright © 2012 Information Services Group, Inc. All Rights Reserved 9
  10. 10. Functional Perspective: End User Computing (EUC) ServicesEUC is a mature outsourcing market that offers top global service providers andevolving offshore services in remote monitoring and administration services. Suitability For Sourcing IT Strategy Development Platform Strategy Development Strong retained candidate Business Continuity Management Strategic Risk Management Services Possible outsourcing candidate High Disaster Recovery Strong outsourcing candidate Platform Engineering VIP/Executive Support Remote Access Services Enterprise Value Added Tower 3 Directory Services (DHCP, DNS, Active Directory) Service Management Operations Site Operations (IMACs, Deskside Support) Access Control Infrastructure Administration Video Conferencing Virtual Platform Operations (Citrix) 2nd level Technical Support Peer to Peer Messaging Shareware (WebEx, SharePoint, etc.) Operational Services Software Distribution Email Services (Email Servers, Blackberry Servers) Asset Management Technical Training Mobile Device Support (Client side, PDA/Blackberry/iPhone support) Printer 1st level Technical Support User Training Systems Monitoring Transaction Services Low Complexity of Interaction HighCopyright © 2012 Information Services Group, Inc. All Rights Reserved 10
  11. 11. Functional Out-Tasking: What is the catch?There is a market void in the area of Service Integration. Without robust ServiceIntegration, Out-Tasking will have limits as organizations struggle to govern. ► Service Providers who pursue Service Integration as a strategy Credibility need to have both Credibility and Capability Capability  Credibility: Will the C-Suite “let you drive”  Capability: Solutions have to be “Wow”, no retreads ► Service Integration by its very nature covers “end-to-end”. ► Service Providers must provide comprehensive solutions in Comprehensive logical groups – no sub-optimization.  Solutions will vary by industry and major process grouping ► The role of Service Integrator will necessarily deal with multiple independent parties, both internally and externally. Independent ► To be successful, a SI Provider must demonstrate a level of independence with respect to the underlying work functionsCopyright © 2012 Information Services Group, Inc. All Rights Reserved 11
  12. 12. Sourcing: Getting Back to CIO OfficeThe “CIO Agenda” is a narrative to move Sourcing and back to the CIO office andhas three majors themes. CIO Agenda Strategic CIO Themes Market is Changing Rapidly CIO N-1 Agenda Sourcing New Technology Services is more Nuanced CIO’s need to get Tactical N-2 back to First PrinciplesCopyright © 2012 Information Services Group, Inc. All Rights Reserved 12
  13. 13. CIO Agenda HighlightsEach theme has a myriad of topics to discuss and will vary from company tocompany and firm to firm, however, the major elements are the same. ► Big Data driving analytics and business predicative models. Market is ► Software defined ______. Bots, Droids, Algorithms replacing human labor. Changing Rapidly ► Exponential rate of change challenging humans linear paradigms. ► Technology is impacting all functions in businesses. Sourcing New ► Because of the rapid change, 5, 7 and 10-year contracts are dated. Technology ► Static operating models (and contracts) are aging quickly. Services is more Nuanced ► RFP is morphing into transformation projects. ► CIO – Chief Information Officer. Key Word: Information Getting Back to ► CIO’s need to embrace “Information” as their primary agenda. First Principles  Real Time, reliable, predictive, relevant, and democratic. ► Style and Design of Information/Data platforms are key to success.Copyright © 2012 Information Services Group, Inc. All Rights Reserved 13
  14. 14. Next Steps: CIO Agenda In ActionCIO’s are hungry for thought leadership and education in this dynamic market. Themyriad of choices can at times be paralyzing to organizations as they consider theirstrategic direction with respect to the Service Delivery models. ► Develop a quarterly briefing package for the C-Suite for all major clients  Cover major technology, business, financial, political trends Market is ► NO Selling  this is an educational opportunity and meant to build the relationship, Changing Rapidly credibility, and jointly developed visions for the future ► Let the client pull – don’t push. If the briefings are good, you will not need to push. ► The RFS is gaining traction as alternative to RFP; be prepared for more open- Sourcing New ended responses and presentations based on standard platforms. Technology ► Help clients understand what they need to change and the benefits when Services is more adopting standard services/platforms. Nuanced ► Unlike Wave 1, Innovation is inherent in shared platforms! ► Organized data is the key to actionable information. ► Follow Apple’s design lead for this area: Getting Back to  Cool sells – Easy connected ecosystems sell – Design sells First Principles ► Focus on design of Big Data and Presentation formats. Design for the end user, not the operations manager. (video)Copyright © 2012 Information Services Group, Inc. All Rights Reserved 14
  15. 15. Hans Rosling: Stats that reshape your worldview Source: http://www.ted.com/talks/hans_rosling_shows_the_best_stats_you_ve_ever_seen.htmlCopyright © 2012 Information Services Group, Inc. All Rights Reserved 15
  16. 16. Let’s Talk… ► stanton.jones@isg-one.com ► As long as we’ve met, I’ll accept! ► @stantonmjones ► Public decks and white papers ► Blog on Consider the Source focused on how emerging technology is impacting the broader sourcing marketCopyright © 2012 Information Services Group, Inc. All Rights Reserved 16
  17. 17. www.isg-one.com
  18. 18. ISG Operating Model - Services Framework Service Strategy, Planning & Control (Governance) Service Portfolio Programme Sourcing Strategy Architecture & Policy & Standards Organizational Management Management & Lifecycle Standards Mgt (e.g. Security, Change & Management (Design Authority) Processes) Communications Service Integration Business Demand Service Delivery Business Cross-Provider Service Management for Relationship Mgt IT and Business Process Services: Service Towers Business Units • Service Component Catalog • Service Level EUC Business Unit n Business Service • Capacity Catalog Mgt • Availability Hosting Providers & Vendors Aligning Services to Budgeting && Budgeting • Service Continuity Management of Business Needs Systems Integration Budgeting & Forecasting Forecasting • Information Security & Access Network Forecasting Demand Mgt • Event Service Desk • Incident & Problem Mobile Voice • Service Request Requirements Requirements Project Mgt • Change AMS Requirements Definition (incl. Transition & • Service Asset and Configuration Definition Definition Transformation) • Release & Deployment AD • Service Validation & Testing Customer • Evaluation Satisfaction Mgt • Knowledge HR F&A Financial Mgt & Risk Mgt & Measurement & Chargeback Controls Assurance Reporting Other Corporate Support Functions Legal/ Corporate Risk Compliance Audit Procurement Regulatory HR/Finance/IT ManagementCopyright © 2012 Information Services Group, Inc. All Rights Reserved 18

×