Managing Your Outsourced IT Services Provider [electronic resource] : How to Unleash the Full Potential of Your Global Workforce /
Upadrista, Venkatesh.author.
Managing Your Outsourced IT Services Provider teaches executives and managers of organizations how to unleash the full potential of their outsourced IT services workforce and IT-enabled business processes safely and profitably. Drawing on two decades of experience managing client relationships for global IT services companies, Venkatesh Upadrista guides outsourcing organizations around the hazards of geographic distance, linguistic miscommunication, organizational mismatch, and functional disparity between receiver requirements and provider capabilities. The first half of the book describes what an outsourcing organization needs to know about the IT services providers industry in general to deal intelligently with specific providers: namely, the industry’s organizational types, strategic drivers, competitive labor market constraints, and tactics for hitting P&L targets. The second half of the book teaches outsourcers how to evaluate prospective providers, craft service level agreements, formalize best practices, and manage the full gamut of receiver─provider relationships to optimize outcome in terms of cost, timeliness, and quality of services received. The descriptions and prescriptions in Managing Your Outsourced IT Services Provider apply equally to onshore and offshore outsourcing, but examples and case studies focus on offshoring. In addition, Upadrista analyzes the advantages, disadvantages, and special considerations and caveats of single provider outsourcing and captive centers.
Contents; About the Author; Acknowledgments; Introduction; PART I: Understanding the Outsourced IT Service Provider Industry; Chapter 1: The Organization of IT Service Providers; Classification of IT Service Organizations; Multinational IT Service Providers; Pure-Play IT Service Providers; Tier-1 IT Service Providers; Tier-2 IT Service Providers; Tier-3 IT Service Providers; The Corporate Organization of an IT Service Provider; Verticals; Practices; Support Functions; The Governance of an IT SPO; Vertical Structure; Practice Structure; Support Group Structure
Case Study of Cooperation among Entities in an SPOThe Strategy Changes, but the Structure Does Not; Key Points; Chapter 2: The Profit-and-Loss Constraints on IT Services Provider Organizations; The Top Line; The Bottom Line; Direct Costs; Indirect Costs; IT SPO Accountability for the Top and Bottom Lines; Group CEO; Sales Force; Delivery Team / Delivery Management; Vertical and Sub-vertical Head; Practice Head; Regional Head; Practice Solution Team; Practice Delivery Team; Support Group CEO; Function Lead; Differentiators among IT SPOs; Key Points
Chapter 3: IT Service Provider Organizations' Tactics and Tricks for Hitting P&L TargetsTop Line; Bottom Line; Contribution Margins: an Enabler for Profitability; Tricks for Improving the Bottom Line; Key Points; Chapter 4: The Operational Parameters of IT Service Providers; Performance Management of Human Capital; Competitive Positioning and Accommodation of Client Requirements; Working Modalities between IT Service Providers and Receivers; Attrition; Productivity; Key Points; PART II: Unleashing the Full Potential of Your IT Service Providers
Chapter 5: The Organization of IT Service ReceiversClassifying IT Service Receiver Organizations; Tier-1 IT SRO; Tier-2 IT SRO; Tier-3 IT SRO; Captive Centers; The Rationale for Outsourcing; The Role of Governance in the Collaboration between IT Service Providers and Receivers; Key Points; Chapter 6: Selecting Your IT Service Provider; The Right Service Provider for Your Business; Assessing a Provider's Flexibility and Innovative Capability; Matching Provider Offerings with Receiver Goals; Evaluating a Provider's Financial Stability; Discovering a Provider's Employee Attrition Rate
Detailing a Provider's Access to Skills and Human ResourcesConclusions; Key Points; Chapter 7: Understanding Your IT Service Provider; Know Your IT Service Provider; Governance Structure and Personnel; Horizontals and Services; Center of Excellence; Market Intelligence and Trends; Interpreting Company Results; Key Points; Chapter 8: Mapping and Managing Your Service Providers; Managing Your Service Provider; Networking; Organization Entity Awareness; Optimizing Outcomes in Terms of Cost, Schedule, and Quality Variables; Human Resource Management; Managing Attrition and Targets
Innovation Targets
Includes bibliographical references and index.
Includes index.
Managing Your Outsourced IT Services Provider teaches executives and managers of organizations how to unleash the full potential of their outsourced IT services workforce and IT-enabled business processes safely and profitably. Drawing on two decades of experience managing client relationships for global IT services companies, Venkatesh Upadrista guides outsourcing organizations around the hazards of geographic distance, linguistic miscommunication, organizational mismatch, and functional disparity between receiver requirements and provider capabilities. The first half of the book describes what an outsourcing organization needs to know about the IT services providers industry in general to deal intelligently with specific providers: namely, the industry’s organizational types, strategic drivers, competitive labor market constraints, and tactics for hitting P&L targets. The second half of the book teaches outsourcers how to evaluate prospective providers, craft service level agreements, formalize best practices, and manage the full gamut of receiver─provider relationships to optimize outcome in terms of cost, timeliness, and quality of services received. The descriptions and prescriptions in Managing Your Outsourced IT Services Provider apply equally to onshore and offshore outsourcing, but examples and case studies focus on offshoring. In addition, Upadrista analyzes the advantages, disadvantages, and special considerations and caveats of single provider outsourcing and captive centers.
Business.
Management science.
Computers.
Business and Management, general.
Information Systems and Communication Service.