Application SupportCIOGeneral ITIL DiscussionIT Outsourcing and ITILITIL V3 for Application Support

Where and Why IT Outsourcing Problems Begin: Part 4

  1. The transition of support services to the vendor is behind schedule because of inadequate planning or lack of transition process disciplines.
  2. The vendor’s team is taking an inordinate amount of time to answer technical questions and fix application problems.
  3. The vendor is experiencing high employee turnover.
  4. Vendor’s support personnel do not appear to have a good grasp of the application functions or your business because no business training was done as part of Transition.
  5. Quality of software work products has dropped.
  6. Delivery of application enhancements has slowed significantly, defects have increased and the backlog is increasing.

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