IT outsourcing has become increasingly integral to building and operating the enterprise IT environment, but many IT services customers remain frustrated with their results.
Part of the problem may be a lack of understanding by the outsourcing customer about their actual level of maturity in IT outsourcing, said Wolfgang Benkel, principal analyst in Forrester's IT sourcing and vendor management practice.
"Many clients don't know how mature they are. They have only a feeling about what is good and what is bad," says Benkel. If anything, clients are likely to overestimate their own IT outsourcing maturity.
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