Sethi: The cloud-based tools require some upfront work in terms of feeding in the information you want to track and setting up processes to maintain its currency. So this does have cost and investment implications, and client organizations have to take the lead. In certain cases, clients may even need to invest in tool licenses for providers to use.
We are seeing a few such implementations and each have required a good upfront effort to baseline current performance, understand process flows and interconnects, and buy licenses. Additionally, they've had to invest in internal resource training. All of this comes at a cost but we believe this is money well spent. There is improved end user experience and an increase in productivity and business performance.
Stephanie Overby is regular contributor to CIO.com's IT Outsourcing section.
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