Integrated IT Outsourcing: Total Package or Total Chaos?

There’s a growing trend in IT outsourcing towards integrated solutions. Clients no longer want to buy service components separately from multiple vendors: they want the ‘total package’ from a single provider. Integrated solutions, however, can be particularly challenging to implement, requiring intensive co-ordination by vendors. How can they be delivered on time — and to clients’ satisfaction? Recent qualitative research, looking at integrated IT services from the provider’s perspective, points to some answers.