When an enterprise engages multiple vendors for IT service delivery, it is easy for those suppliers to lack coordination and collaboration among themselves and with the client. This results in an increased number of critical incidents, lack of process visibility, and siloed reporting. The multisourcing service integration model (MSI) is helping enterprises reduce incident resolution time, integrate multiple IT systems, and improve business and supplier accountability. Service providers are leveraging artificial intelligence/machine learning solutions and proprietary IT service management tools to reduce ticket volumes, synchronize service catalogs, and automate business processes. These trends, and others, are covered in our Multisourcing Service Integration 2021–2022 RadarView™.

Outsourcing levels are growing as more organizations take advantage of the cost flexibility that service providers offer. IT leaders are expecting to increase their outsourcing budgets this year, according to our new IT Outsourcing Statistics 2022 study, and they expect to reap outsourcing benefits of streamlined processes and reduced operational costs. This Research Byte summarizes the factors behind the upward trend in IT outsourcing.