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Irene Pimentel

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Irene Pimentel is an IBRS analyst who focuses on news and information on the global IT Outsourcing market. Irene provides IBRS clients with up to date information on all outsourcing deals that are taking place helping our clients understand who is winning business in what markets. With over 10 years experience as a management consultant, Irene has worked with some of Australia's largest blue chip companies and public sector organisations. Irene has also worked as a research manager for an IT sourcing consultancy, providing clients with targeted intelligence and advice for their specific IT sourcing transactions.

Conclusion: This month, discussions regarding offshoring initiatives have been prominent following announcements by two vendors that plans are in progress to send work overseas. Though offshoring can be beneficial in terms of cost and the ability to obtain talent not available in the local market, the approach can cause difficulties for organisations. For instance, local protest or a loss of customer confidence can arise due to perceptions that offshoring practices are simple cost-cutting efforts which come at the expense of quality service. However, offshoring initiatives can be critical to meet demands for vendors to provide new, quality offerings in a highly competitive environment. The need to go beyond the local market is driven by more than mounting staff costs. Although risks associated with cultural barriers or customer backlash exist, benefits can be significant when providing unique and high-quality offerings. Vendors must achieve a balance between local and overseas services, as well as maintaining a positive view of offshoring as more than a simple cost-cutting exercise which results in low quality service, to an exercise that can enhance offerings resulting in improved services.


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Conclusion: This month, security issues and responses to threats specific to managed service providers have been discussed. Attacks on vendors can be particularly serious because of provider interaction with customer environments and access to information. These difficulties can be exacerbated by other issues facing vendors, such as obtaining additional resources from contractors, inexperience or lack of expertise with complex, unfamiliar environments. Recent attacks on service providers have raised concerns because of threats to customer environments, as well as flow-on effects such as uncertainties relating to vendors and difficulties establishing trust with customers. New programs, education and vendor collaboration have been launched to address provider-specific security issues. It has been recognised that establishing best practices and protocols to help avert, detect and respond to security threats is required in the industry.


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Conclusion: This month, there has been a range of company acquisitions, consolidations and partnerships in the managed services industry. These types of purchases can allow vendors to obtain resources necessary to adapt to emerging industries and new offerings. Purchasing providers can be beneficial, expanding and enhancing a firm’s products and services with the successful integration of companies. This has resulted in trends including more targeted purchases such as company assets, or the amalgamation of a number of vendors with very different specialties to provide new offerings and adapt to market shifts. Failure to adapt offerings and business structures which allow for these changes can impact on vendor credibility and is critical in a market where proactive, innovative and highly specialised providers are required by customers.


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Conclusion: This month, discussions regarding the need to strengthen security and recovery solutions have been prevalent. The increased number of breaches which compromise private user data and interfere with business operations has become apparent. While technologies and frameworks can assist with avoiding and recovering from security events, weaknesses still exist when integrating security strategies with company structures and culture. Human error, and the failure to educate or provide all employees with skills to avoid, detect or respond to security events, has been flagged as a particular concern. Any security structure must provide resources that can support employee vigilance and slot into a company’s culture.


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Conclusion: This month, IT vendor acquisitions and partnerships have been prominent. The incentive for companies with disparate products and services to consolidate has increased, resulting in strategic arrangements aimed at expanding offerings and future company developments. However, this kind of consolidation can result in difficulties when separate entities make efforts to integrate. This type of integration requires an orderly transition and establishing a solid foundation for ongoing operations to maximise benefits associated with new resources. Detailed planning and execution is necessary to establish direct relationships and better understand the resources available, customer base and externals from both companies and allow for a more consistent fit between internal departments as well as a framework for practical and flexible implementation of plans.


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Conclusion: This month, discussions regarding enterprise agreements combining products and services to provide highly tailored solutions have been prominent. In particular, market transformation with smaller vendors offering new products, different enterprise consumption models, collaboration and new capabilities have driven growth in this area. A greater demand for flexible customisation and configuration of offerings has also driven growth, as well as vendors offering incentives to utilise products and services, or establishing partnerships in order to support organisations when developing solutions.


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Conclusion: This month, discussions regarding data-driven products and associated services have been prominent. There has been an increased interest in offerings that facilitate the collection, measurement and quantification of useful data, then translation to optimise business operations or internal processes. These types of offerings are particularly useful when automating functions, identifying and tending to inefficiencies and resolving intractable problems. New regulatory standards, increased competitive pressures, growth opportunities in evolving markets and responding to customer behaviours and preferences are critical issues for clients. Managed service providers need to be sufficiently flexible when providing offerings that incorporate data-driven services that can support changes in a company’s organisational culture, business processes and internal management frameworks.


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Conclusion: This month has seen a high number of security incidents globally. The high demand for security services requires vendors to provide transparency with service offerings, implementation and management. While security provider offerings must cater to a changing environment and support the protection of critical information and business functions, it is also necessary for vendors to foster trust with customers and within individual markets. Difficulties experienced by security service provider Kaspersky Lab in the United States have resulted in a range of issues, particularly when establishing trust in global markets. This month, Kaspersky Lab has been in discussions with the Australian Government to avert these types of difficulties, and foster trust in both public and private sector customers, which is especially critical for security service providers.


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Conclusion: This month, discussions regarding critical security issues have continued to be prominent. In particular, an increase in the ineffective management of security threats and incidents was flagged. A high proportion of companies have cited a preference for paying off ransomware demands due to a perception it is a cheaper and less complex resolution to security incidents. These types of short-term solutions often produce other risks and create larger, associated problems in the future. A growing trend to under-report security incidents and a lack of cyber threat intelligence has left many companies exposed. Customers often deprive themselves of opportunities to improve cyber security controls and processes when they do not adopt long-term mitigation strategies to reduce risks and enhance response measures.
Such long-term and consolidated efforts allow customers to take advantage of all resources available to the company, founded in threat intelligence. Accessing a wide range of cyber threat intelligence and establishing ways to obtain this information is particularly critical. Plans must include ways to identify and assess security incidents, how staff communicate and share information regarding incidents, as well as harnessing data from external sources such as service providers and other tailored data specialists. Whilst complex, establishing sturdy threat identification, protection, response and recovery frameworks will improve a company’s capacity to manage security risks, utilising all resources and information available.


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Conclusion: This month, there have been increased discussions regarding highly targeted, industry-specific security threats. Security issues for managed service providers can be especially complex due to the nature of the industry and delivery frameworks. Targeted attacks on vendors that support a large and diverse client base, utilising intricate, often intertwined solutions which cater to a wide range and large number of business functions, can result in difficulties when security issues arise. Problems such as theft, malicious attacks, denial of service and framework collapses can cause added risks because of vendor/client structures in this sector. For vendors, attacks can result in difficulties such as managing security issues over a large number of clients or associated entities which provide services. For clients, outsourced networks spanning different sites and critical functions are amongst the variety of threats which can leave clients exposed. Responses for vendor co-ordination with clients, as well as associated service providers and partners, must be considered and thoroughly planned when developing response measures for service providers. Measures must be as robust as possible, as well as sufficiently flexible to cater to unforeseen events and the complex nature of the managed services sector, where threats can be highly variable in nature, volume and extremities.


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