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This study of 630 ‘client-provider’ contracts worth £14 billion suggests that whilst many clients are happy to recommend their IT service provider, a significant proportion remain unsatisfied or indifferent to the support they pay for.
Analysis of the commercial relationships which make up a sizable chunk of total IT spend in the UK goes on to show that, despite concerns over the quality of support received, most clients intend to continue outsourcing key technology-driven services.
KPMG’s UK Service Provider Performance and Satisfaction study suggests that the disconnect between client apathy and their willingness to renew contracts has been driven by a combination of the rapid growth of Cloud and App-based technology, a need to access key skills and increased confidence when it comes to managing suppliers.
This 18 page management summary, written exclusively for Computer Weekly readers, looks at the outsourcing trends in the UK, in financial services, the public sector, applications development, infrastructure management, managed network services, and end-user service management.
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