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Unlearn Your Outsourcing Myths With Unisys
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If you think outsourcing is just cost cutting, then read this. Change your perspective with Unisys' perspective -- Unlearn Outsourcing.
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Tuesday, April 24, 2007:
While end-user support requirements are growing exponentially in large enterprises, executives' misperceptions about outsourcing as a way to deliver IT services threaten to impede services from achieving the value employees need most, indicates the latest study by Unisys Corporation. Over the last five years, technology usage - including daily use of desktop computers, laptops, cell phones and PDAs - has increased 50 per cent amongst professionals in nearly two-thirds of large organisations surveyed by Unisys.
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In half of the organisations polled, at least one-third of employees use more than one digital device that requires regular support. Additionally, in nearly one-third of the organisations surveyed, employees are using digital devices at least twice as long each day as they did in the past.
Along with increased dependence on technology comes the need for increased IT support, and averages indicate that supporting a PC and other digital devices costs four times more than the device itself. As a result, in nearly half of these large organisations, spending on end-user services has grown at least 50 per cent since 2001.
Unisys has also developed a perspective called Unlearn Outsourcing, which can help business and IT executives unlearn outsourcing myths, uncover the facts and unleash business potential for maximum performance. Unisys Unlearn Outsourcing can help executives change key misconceptions - that outsourcing is just cost cutting, or that it means sacrificing control and flexibility, or that it fails to deliver results relevant to business or IT strategy - and both educate and implement for them best practices in outsourcing that can deliver quantifiable value over time.
Myth is infrastructure services, such as end-user computing, are a commodity and an expense to be controlled. Factis needs change dramatically over time, with current requirements such as use of new consumer technology rendering management by current 'command and control' approaches increasingly ineffective. Improving cost effectiveness will always be a goal, but outsourcing needs to drive the management innovation required to turn the impact of technology change into a business benefit.
Myth is outsourcing success can only be measured solely through service levels based on systems availability, response time and other IT benchmarks. Fact is an outsourcing partner needs to be aligned to deliver business results. Success must be measured by results and outsourcing's contribution to the day-to-day execution of enterprise business goals.
"The end-user community in many organisations is diverse, geographically dispersed and increasingly mobile, severely challenging IT staff to provide appropriate levels of support to ensure that technology is always working and employee productivity never suffers," said Joe Hogan, vice president, strategic outsourcing programs, Unisys. "Some employees are extremely proficient with new technology, while others are complete novices requiring different levels of support. Plus, workers' increasing use of consumer technology for work and 'life-related' business adds new levels of complexity to support requirements."
The IT staffs of large enterprises need help in supporting those changing requirements. The need to provide more intensive levels of support for various types of employees makes the picture even more complicated. Outsourcing has become an urgent consideration for organisations to meet the increased demand for end-user support, increase productivity and control costs.
"Because of the need to consider outsourcing as a strategy to adapt to change, innovate and sustain performance, executives can and must embrace the facts about outsourcing and remain ahead of the negative perceptions and myths that currently exist," added Hogan. "Otherwise they run the risk of failing to deliver IT services in the optimal way to help high-productivity employees maximise their contribution and keep the business growing."
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