Red Hat's core business isn't software. It's actually customer service, and in order to take it to the next level the company turned to a domestic outsourcing provider to solve customer problems before they happen using predictive big data analytics.
CIO.com talked to Som Mittal, departing president of India's National Association of Software and Services Companies, about immigration policy and protectionist politics in the U.S., political and economic instability at home, and what the future holds for the Indian IT services industry.
As the market for contact center outsourcing has matured, buyers are increasingly looking for sophisticated support from suppliers to enhance the customer experience across multiple channels, which include mobile apps and social media.
When the Georgia Technology Authority's plan to transform its aging IT infrastructure was failing to deliver, its CIO decided to rework the high-profile IT outsourcing deal it had struck with IBM Global Services and AT&T. The IT team worked with the vendors to get the relationship and the deal back on course.
Five out of 10 outsourcing buyers will up their bets on applications outsourcing, according to a joint survey from KPMG and HfS Research, but they continue to be disappointed by providers' analytical capabilities and innovation.
Go to a technology event or corporate meeting these days and you're bound to hear from a guest speaker. It's often someone like a retired politician telling war stories, or a new-age management guru delivering a thinly veiled pitch for their latest book.
Should you trade your clear-cut written outsourcing contract for a simpler agreement and a handshake with your IT services provider? Thomas Young from Information Services Group (ISG) says you should consider what he calls 'evolutionary contracting.'
As co-president of Oracle, Mark Hurd is tasked with selling an ever-increasing array of new software and hardware products, such as the Exadata database machine and Fusion Applications, while figuring out how to keep the company's vast installed base happy and fending off competition from the likes of SAP.
Maggie Perkins was mulling whether to give up her gym membership when she tried out Wello, whose fitness trainers offer workouts through live two-way video feeds. Four months later, she has no regrets about her decision to forego the gym.
When Ricoh Europe realized its IT environment was both spiraling out of control and environmentally unfriendly, it turned to a IT services provider for help. Working with Infosys, Ricoh developed a private cloud that helped it consolidate nine data centers into two, cutting infrastructure costs and reducing carbon dioxide emissions significantly.
At this time last year, we predicted that 2012 would be the year cloud computing hype ended. We said application development would migrate from offshore to cities stateside. And we forecasted that IT service providers would become more relationship-oriented. Now it's time to see how those predictions panned out.