The first book to provide practical guidance on how to get the most from an outsourced IS service and written specifically for IS and IT professionals and not senior business managers.

Combines theoretical and background information with practical advice and guidance Looks at the whole outsourcing process, from the initial decision to outsource through to managing the relationship on a day-to-day basis Covers both the advantages and disadvantages Written by an IS professional with over 20 years experience working for a variety of outsourcing service providers, and who now works independently of any computer services company or consultancy firm Includes supplementary material: sn.pub/extras

Inhalt

1. Introduction to IT Outsourcing.- 1.1 What Is IT Outsourcing?.- 1.2 History of IT Outsourcing.- 1.3 Size and Scope of the IT Outsourcing Market.- 1.4 Different Sourcing Models.- 2. The Case For and Against Outsourcing.- 2.1 Introduction.- 2.2 Arguments in Favour of Outsourcing.- 2.3 Arguments Against Outsourcing.- 2.4 If Your Department Is to Be Outsourced.- 3. Objectives and Parameters for Outsourced Services.- 3.1 Introduction.- 3.2 The Importance of Objectives.- 3.3 Understanding Stakeholders' Objectives.- 3.4 Analysing Objectives.- 3.5 Selecting Outsourcing Candidates.- 3.6 Benchmarking.- 3.7 In-house Improvements.- 3.8 Defining Service Requirements.- 3.9 Business Case Analysis.- 3.10 StaffTransfers.- 3.11 Outsourcing Programme Management.- 4. Choosing a Service Provider.- 4.1 Introduction.- 4.2 Managing the Selection Process.- 4.3 Investigating the Computer Services Market.- 4.4 Evaluation.- 4.5 Short-listing Potential Suppliers.- 4.6 Selecting the Preferred Bidder.- 4.7 Negotiations.- 4.8 Contract Award.- 4.9 The Importance of the Relationship Between Customer and Supplier.- 5. Managing Performance.- 5.1 Introduction.- 5.2 Building Outsourcing Relationships.- 5.3 Understanding Stakeholder Perspectives.- 5.4 Outsourcing Partnerships.- 5.5 Communicate, Communicate, Communicate.- 5.6 Transition.- 5.7 Incentives and Disincentives.- 5.8 Adding Value.- 5.9 Contract Management.- 5.10 Service Management.- 5.11 Service Users.- 5.12 Contract Administration.- 5.13 Outsourcing Management Organization.- 5.14 Meetings.- 5.15 Change Control.- 5.16 Issue Management and Problem Escalation.- 5.17 Critical Success Factors.- 6. Measuring Performance.- 6.1 Introduction.- 6.2 Linking Performance Measures to Objectives.- 6.3 Setting a Baseline.- 6.4 Benchmarking.- 6.5Measuring Benefits.- 6.6 Involving Service Users.- 6.7 Service Level Management.- 6.8 Service Level Agreements.- 6.9 Managing Multiple Suppliers.- 7. Risks and Controls.- 7.1 Introduction.- 7.2 Outsourcing Contracts.- 7.3 Outsourcing Risks.- 8. When Outsourcing Fails to Deliver.- 8.1 Introduction.- 8.2 Reasons Why Outsourcing Fails.- 8.3 Warning Signals.- 8.4 Challenging Failure.- 8.5 Formal Action Against Your Supplier.- 8.6 Backsourcing.- 9. ASPs, WASPs and the Future of Outsourcing.- 9.1 Alternative Supply Models.- 9.2 Other Outsourcing Trends.- 9.3 The Impact of Outsourcing on the IT Department.- 9.4 Conclusion.- Useful Websites.