Case Study: Unisys Program Highlights Challenges of Bringing Innovation to IT Outsourcing

http://mediaproducts.gartner.com/reprints/unisys/vol4/article14/article14.html

For deals and relationship models based on efficiency (such as for infrastructure outsourcing), innovation in service delivery typically translates into setting up a continuous process improvement program. To be successful, this requires: a long-term financial investment with active participation by both parties in a “win-win” program that builds a culture that fosters innovation; a well thought-out governance and review structure and associated processes; knowledgement and reward of all contributors to the innovation program; and mechanisms for learning and adaptation of the innovation approach along the way. Gartner – September 20, 2007