Miso

Increasingly customers of complex solutions expect a vendor to offer a "turnkey" solution. For many software vendors this introduces a host of additional execution risks to the delivery process. From supplying a point solution to specific business requirements a vendor may now be expected to act as Prime Integrator. In this role the vendor must provide integration with existing applications and infrastructure, documentation of a new set of business processes or operational procedures, and  training to end-users and support staff. These systems integration contracts can be extremely complex as both the customer and prime integrator must work very closely to achieve a successful outcome.

Additional complications arise when legacy or third-party applications must also be integrated. In these instances the original contract with the third party may not provide for their cooperation with the Prime Integrator - who may be a competitor - so they must be either induced or coerced into a level of cooperation that enables the program to succeed. This process typically costs both time and money and is often the most problematic aspect of System Integration projects. In the scenario where the customer wants a turnkey solution the degreee to which they must become involved in the management of legacy vendors is often not planned and is frequently a source of dispute with the prime integrator.