FEATURE: IT OUTSOURCING
in the application economy where
consistent, quality, customer experiences is
the name of the game with one of the key
goals being the acquisition of a single view
of customers’ transactions.
Businesses failing to deliver the quality
and consistency of experience expected
by customers today are doomed to failure
and they will unquestionably not survive.
Customers today do not give second chances.
Customers’ service perceptions are a direct
reflection on the quality of a company’s IT
provision and consumers are unforgiving if
exposed to erratic service experiences.
To summarise, adoption of an ITMaaS
model translates into outsourcing the day-
to-day administrative and operational tasks
associated with the service management
environment giving businesses the
THE ABILITY TO
GAIN VISIBILITY
INTO AN INTERNAL
IT STRUCTURE
AND DELIVER THE
PERFORMANCE
DATA IS A CRITICAL
COMPONENT
WITHIN THE
MANAGEMENT
PROCESS.
flexibility to adapt quickly to changing
situations and technologies.
Above all, this solution empowers companies
with the ability to provide incomparable
service delivery to their customers which is
the holy grail of all businesses today. So the
bottom line is: re-imagine your IT and how
you are managing it. n
54
INTELLIGENTCIO
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As an increasing number
of organisations become
more ambitious with their
cloud migration strategies,
Sonja Weber, Lead
Delivery Solution Manager
at T-Systems South Africa,
says that ICT outsourcing
is certainly not dead,
although technology
players are being forced to
add value in new ways.
The evolving
role of the ICT
outsourcer
W
hile hyperscale cloud
OEMs provide many of the
essential infrastructure and
services that an organisation needs, local
technology partners play a crucial role
in guiding clients on everything from
governance, compliance, security and the
management of costs.
The accessibility of public cloud
environments certainly creates
phenomenal opportunities for digital
transformation, but (if migration is not
managed incorrectly) can also open up a
number of risks and significantly inflate
costs. Consider for example dozens of
different departments or business areas
procuring licenses, services and capacity
from cloud platforms, creating new
company profiles and using various credit
cards to buy these services.
It’s an administrative nightmare for
CIOs as they scramble to control the
various cloud services that a business
has purchased to understand potential
security vulnerabilities and get a grip on just
how much is being spent. The problem often
described as ‘shadow IT’ has become a
huge, ugly monster in the cloud era.
‘Wild West’ scenario
In the worst cases, this fragmentation of a
firm’s cloud services creates a wide range of
problems, including:
•
•
•
•
•
Information security risks
Inflated costs
Governance concerns and audit failures
Regulatory and compliance breaches
Loss of control and co-ordination of
digitisation strategy
• Business downtime and risks due to lack
of support and business continuity plans
• Reputational damage, if services are
insecure or unavailable
To help deal with this issue of reckless,
ungoverned and fragmented cloud
subscriptions, the modern ICT outsourcer
must evolve its role. It’s no longer a case
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