Business & Finance
06:20 PM
Mobile Threats & How to Keep Them at Bay
Jun 01, 2016
With savvy cybercriminals using vulnerabilities in apps, networks, and operating systems to gain c ...Read More>>

Letters To The Editor

Outsourcing's Big Picture

Offshore outsourcing is a sensitive topic ("It's The Jobs, Stupid: The Priorities Of Outsourcing," July 19, 2004). Case studies are usually either pro or con, so the micro level is sometimes a moot point.

Your macro picture provides a great deal of information and is the best single-page article I have read this year. The following excerpt is a jewel:

"So it's perhaps no wonder that one widely debated issue--offshore outsourcing--rose to the top of the list in terms of importance among respondents to InformationWeek's informal online poll."

Political football? You bet. InformationWeek calls it like it is, which is what great journalism is all about.

Russell Ruggiero
Independent IT Research Analyst, Princeton, N.J.

Reward The Front Line

The Secret CIO column is spot on ("Superior IT Service? Get Help-Desk Superstars," July 12, 2004). I have believed this since the first time I hit the collision of marketing hype about first-rate customer service and the reality of underpaid, high-turnover front-line reps.

I'm anxiously awaiting the next column, when he reveals how he demonstrated the payback from using the best people to solve problems fastest.

John Scott
IT Specialist, Inovec, Eugene, Ore.

Service Trumps Savings

It's good to know that despite the almost across-the-board call for outsourcing IT services, there are senior managers who are willing to maintain and recognize the value-added benefit of an in-house help desk. The small cost advantage of outsourcing is considerably outweighed if the end user's perceptions of quality and service are downgraded.

Bernadette Jordan
Business Line Technologist, Deutsche Bank, New York

Comment  | 
Print  | 
More Insights
Newest First  |  Oldest First  |  Threaded View
Register for InformationWeek Newsletters
White Papers
Current Issue
2016 InformationWeek Elite 100
Our 28th annual ranking of the leading US users of business technology.
Twitter Feed
InformationWeek Radio
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.