Tech disruption. Talent development and retention. Relentless market shifts.

Faced with ongoing volatility, most companies are trying to balance short-term targets with long-term growth while continually adapting to change. Many are engaging managed services to help.

In fact, according to the latest KPMG and HFS Research Managed Services Outlook, about 70 percent of companies worldwide are using managed services for half or more of their activities throughout the front, middle, and back office. Usage is expected to increase in the next one to two years.

This operating model combines artificial intelligence (AI) and other advanced technologies with embedded domain expertise, sector-specific knowledge, consulting capabilities, and strategic collaboration — all packaged in a multi-year, as-a-service subscription with predictable costs.

Four key findings to consider

Progressive companies know the importance of ongoing transformation and seek flexible operating models to accelerate it. Review our research, based on a survey of more than 1,200 business leaders globally, to see how your organisation’s managed services delivery model compares related to these metrics: 

Is your provider a processor? Or strategic collaborator?

Nearly 90% of respondents call for a new managed services provider class without a transactional outsourcing heritage.

Are you looking beyond cost savings?

While cost is critical, respondents’ #1 most-cited goal for managed services is faster speed to market for new products and services.

Are you focused on tactical targets? Or sustained outcomes?

More than 73% of respondents want managed services to deliver transformational impacts such as resilience, trust, innovation, and growth.

What capabilities do you want from managed services providers?

Most respondents are looking beyond generic process capability, with more than 87% citing domain expertise and deep industry experience as defining ingredients of modern managed services.


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