In our survey of 200 CTOs, CIOs, and senior IT decision-makers we explored how differing approaches impact an organisation’s Application Support Managed Services (ASMS) maturity. Survey data indicated three distinct levels of maturity within UK organisations:
- Low levels of formal ASMS processes (starting out).
- Mid-level capabilities (mid-maturity).
- ASMS is an established part of operations (cutting-edge).
But does an organisation’s ASMS maturity vary depending on how it is managed?
How outsourcing affects ASMS maturity
Time and investment are required for success in ASMS. Some organisations try to manage ASMS in-house, others outsource all functions for scalable support, while others opt for a hybrid approach to fill specific resource gaps. But how do these choices impact an organisation’s ASMS maturity?
Survey data indicates organisations who manage all ASMS functions in-house are less likely to achieve cutting-edge maturity, with higher percentages remaining at the starting out phase (12%). For those adopting a hybrid model, the proportion achieving cutting-edge status is higher, though still 40% less than using a fully-outsourced ASMS solution. Organisations using a fully outsourced model skip through the starting out phase altogether, with 100% of those surveyed at mid-maturity or above.
What’s stopping organisations from outsourcing?
For some CIOs and CTOs, outsourcing ASMS raises concerns around trust and control. There can also be a preconception that outsourcing results in a unique set of issues around communication and responsiveness. However, our survey results indicate the issues facing organisations are almost identical whether an organisation tries to manage its ASMS in-house, operates a hybrid model, or outsources ASMS in its entirety. It’s clear outsourcing ASMS presents no significant increase upon the challenges already faced in-house.
But not all ASMS providers are created equal. Our survey found that opting for a low-cost, far-shore provider can be a false economy, particularly for those concerned with the quality of communication and responsiveness. Of those outsourcing to Latin America or India, 17% experienced issues with cross-company communication. Survey data also showed outsourcing to India decreases as organisations reach cutting-edge maturity, suggesting this model doesn’t support a high level of ASMS maturity.
At Amdaris, our approach to Application Support Managed Services is different. Our flexible approach aligns methodologies and outsourcing options to your unique business goals, with near-shoring in Europe. Our pods (specialised delivery teams) provide round-the-clock application support to ensure there is always someone on hand to manage any task. Whichever stage of Application Support Managed Services your organisation is at, we can help you accelerate your journey to cutting-edge as a partner, not a provider.
We’d love to discuss how we can help you on your journey: Get in touch today to speak to one of our expert team.