The business culture of many enterprise IT organizations is characterized by individual talent and initiative, and a commitment to solve problems. By contrast, the business model of most service providers is predicated on repeatability, consistency and process discipline. When these cultures collide, inefficiency, duplicated effort and declining productivity often result.
This ISG white paper examines management issues related to global sourcing relationships. Drawing on lessons gleaned from a recent analysis of a global managed services ADM operation, the authors examine the characteristics of an individualistic, “hero” approach to service delivery, the implications of this approach for operational efficiency, and steps that both parties can take to re-invigorate their commitment to process discipline and performance improvement.
About the author
Todd Dreger
Todd Dreger is Partner and President, ISG GovernX®, at ISG. A business strategist and turnaround expert, Todd has more than 20 years of internal and external sourcing experience that spans all aspects of information technology and business processes. His perspective has been shaped by stints as a sourcing procurer, service provider and advisor. He develops creative yet practical strategies and solutions that preserve a corporation’s culture while navigating challenging economic conditions. He has served clients in India, Israel, Eastern Europe and Central, North and South America. Todd has a bachelor’s degree in strategic management from the University of North Texas and an MBA from the University of Texas at Dallas.
