According to the results of the 2011 IDG Enterprise Outsourcing and Service Providers Survey, 44% of the 1,176 IT leaders who responded to the online survey said their service-level agreements (SLAs) are tighter than they were three years ago. However, they cited poor-quality service as the top risk of IT outsourcing—ahead of security, loss of internal knowledge and hidden costs.
Does this apply to your business? Some IT leaders are blaming lax internal governance and an overreliance on contractual obligations. For your business, are these survey results Hype (you are not seeing poor-quality service) or Ripe (this is an issue you face with your provider)?