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IT / Information Technology
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9 Tips for Outsourcing Your Small Company Computer Ops
If you run a small firm, there’s a class of service provider that specifically caters to you. The best ones can do everything an internal IT staff does for the big firms.
A New Help Desk Model
This IT organization doesn’t require fancy management reporting tools or a sizable IT staff. It relies on contingent staffing, well-chosen outsourcing, a network of friends and a couple of spreadsheets made publicly available within the company.
Blueprint for an Exchange Service Level Agreement
This article provides a draft service level agreement for Exchange e-mail services on the MSExchange.org site. You can't simply copy and paste, since the author includes advice throughout that you wouldn't want appearing in your own SLA, but it does offer a pretty complete outline and some useful chunks of text.
Boeing's IT Outsourcing Deals Generate More Savings Than Expected
A Boeing executive outines what works and what doesn't with the aerospace company's IT outsourcing contracts.
Capgemini Explains Its Role in GM's Outsourcing Plans
The head of Capgemini's team that won six contracts for IT outsourcing from GM explains what the work will involve, how the bidding was handled, why the carmaker went to a multisourcing model and how those global standards GM pushed for will roll out.
Commonwealth of Virginia Information Technologies Agency Supply Chain Management Division, Request for Proposals: Optional Use Term Contract Information Technology Resource Services
You can read the 40-page request for proposal from the state of Virginia’s IT outsourcing initiative here. It has some fairly boilerplate terminology in it that you may consider using in your own RFPs.
Effective Strategies for Service Management
This 45-page “e-book” hosted by nextslm.org and written by SLM maven Andrew Hiles and consultant Robert Villabona, has three chapters. Chapter 1 explains how to develop a “strategic” SLA, no matter what form of IT service is being sourced. Chapter 2 recommends areas for effective network monitoring. Chapter 3 ties together SLAs and balanced scorecards.
Guidelines for Outsourcing Information & Communications Technology
Why would we be sending you off to read a 19-page whitepaper written for Germany’s 16 state courts of audit “in response to recent developments in government operations”? Because it shows you that laying out a plan for intelligent outsourcing (and insourcing) isn’t rocket science. It’s a step-by-step process in which you evaluate functions, their strategic value to the organization, the pros and cons of outsourcing, the contract issues and other fairly practical matters.
IT Best Practices with ITIL: Serving the Business Side of the House
A quick rundown on ITIL, the IT Infrastructure Library. British-borne and bred, the methodology offers a set of best practices for getting IT services under your management control.
IT Service Management: Service Outsourcing Questionnaire
This 14-page whitepaper provides a set of questions that can help you gather high-level and low-level information about your IT services. This stuff comes in handy if you’re formulating a statement of work, an RFI or a contract to hand off to service providers. It’s also a great place to start an IT inventory if you’re looking to transform your internal service operations.
IT: In or Out
A look at IT outsourcing in the manufacturing industry.
Our Guide to Outsourcing Service & Support
This set of articles will help you choose a service provider, manage a service provider, decide when to staff up, negotiate a better contract, get out of a bad deal, renegotiate telco rates and assess what should stay in house or go outside.
Outsourcing IT at the Same Time You Move Your Company
This case study, about healthcare services provider ChartOne and IT operations vendor CenterBeam, shares project management advice. Collateral material includes a cost assessment spreadsheet and a vendor-supplied sample of an IT support case analysis.
Outsourcing Strategies: Guidelines for Evaluating Internal and External Resources for Major Information Technology Projects
This document lays out some of the best practical advice about the fundamentals of IT outsourcing we’ve ever read. We’d even go as far as to call it a “classic.” In its 72 pages, you’ll get a quick education in what outsourcing is, how to make the decision, how to implement it successfully, how to analyze each of your IT areas, how to lay out a matrix for various decision-making processes, how to evaluate vendors, and how to negotiate a contract. If it covered management of service providers as well, we’d call it truly complete.
Outsourcing Trends in Pharma Companies
A recap of a study done by Best Practices, examining the IT outsourcing practices of several of the largest pharmaceutical companies.
Requirements Management in Outsourcing Projects
Learn the process for defining and managing requirements in your outsourcing project to improve your chances of success.
Research: Trends in Data Center Outsourcing
From what's being outsourced to how much it costs and what makes it successful, our survey sheds light on current IT outsourcing practices.
Strategic Intent for IT Outsourcing
A study that examines some of the most critical questions about IT outsourcing: How can IT outsourcing help a company achieve its strategic goals? What kinds of outsourcing relationships should it enter into? How can the incentives of client and vendor meet in the middle?
Sun Microsystems: Finding Flexibility at a Big Company
The VP of Information Technology at Sun headed the application organization’s outsourcing project. This case study shares the lessons her team has picked up in its journey through the analysis, RFI, RFP, service provider selection and transition phases.
Technology Association of New Zealand
Guidelines for organizations that wish to outsource their IT facilities.
The Third Wave of Outsourcing: Process Improvement
Replacing labor intensive approaches with process improvement and automation is what the third wave of outsourcing is all about. This article offers a CIO's perspective.
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