Lessons from Dutch IT-outsourcing success and failure

We present the findings from a Dutch field study of a representative sample of 30 outsourcing deals totalling to more than 100 million Euro, where both customers, corresponding IT-outsourcing providers and their intermediaries (if present) participated. Of the 30 deals, 18 were successful. As the sample is representative for the 700 Dutch IT-outsourcing deals between 2007–2010, the Dutch success rate was about 60% at that time. The main objective of the study was to examine what made some a success and some a failure and how to influence the outcome if possible. For a number of well-known factors we investigated whether they discriminate between IT-outsourcing success and failure in the early phase of service delivery and determined their impact on the chance on a successful deal. We investigated controllable factors to increase the odds during sourcing and rigid factors as a warning sign before closing a deal.