Survey Surfaces Dissatisfaction With IT Services Provided by GSIs
Techstrong IT, Tuesday, September 15th, 2026
Enterprise IT leaders report widespread SLA breaches with outsourced providers, driving interest in AI alternatives.
A survey of 112 U.S. enterprise IT leaders found that 94% experienced service-level agreement breaches due to poor outsourced ITOps performance from global systems integrators.
Common issues include slow incident routing, misrouted cases, and unexpected cost overruns averaging 30% above contracts.
With incident volumes expected to rise 27% annually, 92% of respondents are exploring alternatives to traditional Level 1 support, with 41% actively assessing options within 12 months, citing faster triage and AI agents as primary drivers.