The outsourcing and shared services market is in a state of continuing flux. Management layers have increasingly separate priorities adding to organizational confusion.
IT continues to be the largest user of outsourcing, with 94% of organizations using at least some for both applications management and infrastructure. Overall outsourcing use has increased since 2013, with outsourcing penetrating more business functions; sales, marketing, and procurement, in particular, are seeing a big boost. In a 2016 global outsourcing survey conducted by Deloitte, the results revealed that customers are expecting more innovative services from their outsourcing partners. More and more business owners are opting for outsourcing not just for cost cutting, but also for other value-added services that outsourcing can offer.
In response to this trend, we can expect outsourcing providers to level up their services, focusing more on value-added service and innovation.