Global Services Sourcing - IT Integration Drives Innovation

Of all the factors driving the success of global business services (GBS), information technology (IT) is one of the most critical – but IT is all too often overlooked or under-appreciated. Few organizations have a formal strategy or take a structured and systematic approach to leveraging and utilizing IT to drive innovation into their operations and deliver greater strategic value.

These are some of the key findings from a survey of leading business and IT service providers and sourcing advisory professionals with KPMG International’s member firms advising clients on the front lines.

KPMG’s research shows that companies with more mature GBS are moving their view of IT from technology provider to more broadly focused service integrator that:

• Defines and manages internal and external services to the business (rather than focusing only on technological needs)

• Manages supplier relationships (rather than managing contracts)

• Develops and maintains the service level agreements and usage parameter controls

• Monitors and improves service performance

• Demonstrates and drives IT supplier investment value.