Abstract
This IDC study discusses the importance of creating a robust but flexible
governance model to meet the changing needs of both the end-user organisation
and the service providers in outsourcing contracts. The study highlights some
best practices in defining the governance framework especially within
multisourced environments and provides a checklist to assist an organisation in
realising the full benefits of a program governance office.
"The disparity between expectations and performance is not new to the IT
outsourcing market. IDC' s research has shown that there has been a long-term
gap between what outsourcing clients expect and the services that are actually
received. A robust governance model can provide the ability to resolve
conflicts, steer the relationship as the business conditions change, and help
work towards common objectives," states Melissa Martin, senior market analyst,
Enterprise End-User Programmes, IDC Australia.
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