Both Telecoms companies and IT services firms argue the situation is less clear. Experts observe that while many providers make bold claims and often describe clear methodologies, but actual capabilities and ability to execute must be examined thoroughly.

Needs dictate agenda

PCCW's Wong points to people, process and place as the key issues for enterprises to scrutinize. He advises firms to look for the right skills and real experience in delivering managed services. The provider should have certified professionals with the required skills plus the provider should have enough resources to be flexible when customer demands crest and fall.

Process is critical in the sense of well developed workflows that are tested and are in line with how the customer's processes are designed. "They must be an extension of the client organization," Wong said.

Finally, Place ( the provider's support and facilities) must adhere to standards and be accessible by the client.