Successful IT outsourcing: from choosing a provider to managing the project
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London u.a.
Springer
2003
|
| Schriftenreihe: | Practitioner series
Springer professional computing |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XV, 727 S. |
| ISBN: | 1852336102 |
Internformat
MARC
| LEADER | 00000nam a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV016516339 | ||
| 003 | DE-604 | ||
| 005 | 20031021 | ||
| 007 | t | ||
| 008 | 030211s2003 xxk |||| 00||| eng d | ||
| 010 | |a 2003042425 | ||
| 020 | |a 1852336102 |9 1-85233-610-2 | ||
| 035 | |a (OCoLC)633128414 | ||
| 035 | |a (DE-599)BVBBV016516339 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 044 | |a xxk |c GB | ||
| 049 | |a DE-384 |a DE-1102 |a DE-N2 | ||
| 084 | |a QP 300 |0 (DE-625)141850: |2 rvk | ||
| 100 | 1 | |a Sparrow, Elizabeth |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Successful IT outsourcing |b from choosing a provider to managing the project |c Elizabeth Sparrow |
| 264 | 1 | |a London u.a. |b Springer |c 2003 | |
| 300 | |a XV, 727 S. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 490 | 0 | |a Practitioner series | |
| 490 | 0 | |a Springer professional computing | |
| 500 | |a Includes bibliographical references and index | ||
| 650 | 0 | 7 | |a Service-Rechenzentrum |0 (DE-588)4510179-6 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Unternehmen |0 (DE-588)4061963-1 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Unternehmen |0 (DE-588)4061963-1 |D s |
| 689 | 0 | 1 | |a Service-Rechenzentrum |0 (DE-588)4510179-6 |D s |
| 689 | 0 | |5 DE-604 | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010206346&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-010206346 | ||
Datensatz im Suchindex
| _version_ | 1804129832050622464 |
|---|---|
| adam_text | Contents
1. Introduction to IT Outsourcing 1
1.1 What Is IT Outsourcing? 1
1.2 History of IT Outsourcing 2
1.3 Size and Scope of the IT Outsourcing Market 5
1.4 Different Sourcing Models 6
1.4.1 Facilities Management 6
1.4.2 Selective Outsourcing 7
1.4.3 Tactical Outsourcing 8
1.4.4 Strategic Sourcing 8
1.4.5 Transformational Outsourcing 10
1.4.6 Transitional Outsourcing 10
1.4.7 Business Process Outsourcing 11
1.4.8 Joint Ventures 12
1.4.9 Benefit based Relationships 13
1.4.10 Insourcing 14
1.4.11 Offshore Outsourcing 15
2. The Case For and Against Outsourcing 17
2.1 Introduction 17
2.2 Arguments in Favour of Outsourcing 17
2.2.1 Enabling the Organization to Focus on Its
Core Business 18
2.2.2 New Business Development 19
2.2.3 Assisting Major Reorganizations 20
2.2.4 Quality and Service Improvements 22
2.2.5 Access to Technical Expertise 23
2.2.6 Financial Advantages 25
2.2.7 Flexibility and Control 26
2.3 Arguments Against Outsourcing 27
2.3.1 Negative Impact on Business Strategy 28
2.3.2 Escalating Costs as Business Changes 29
2.3.3 Loss of Flexibility and Control 29
2.3.4 Service Provider Concerns 30
2.3.5 Demotivated IT Professionals 31
2.3.6 Loss of Technical Expertise 32
2.3.7 Security and Confidentiality Risks 32
2.4 If Your Department Is to Be Outsourced 33
3. Objectives and Parameters for Outsourced Services 35
3.1 Introduction 35
3.2 The Importance of Objectives 36
3.2.1 Single Aim: Reduce Costs 37
3.2.2 Multiple Objectives: Value for Money and
Technological Development 37
3.2.3 Crisis Management: Escaping Financial Difficulties 38
3.3 Understanding Stakeholders Objectives 39
3.4 Analysing Objectives 40
3.5 Selecting Outsourcing Candidates 48
3.6 Benchmarking 51
3.7 In house Improvements 52
3.8 Defining Service Requirements 54
3.9 Business Case Analysis 56
3.9.1 Executive Summary 57
3.9.2 Strategic Case 57
3.9.3 Current Services 57
3.9.4 Options Analysis 57
3.9.5 Benefits Analysis 58
3.9.6 CostAnalysis 58
3.9.7 Sensitivity Analysis 59
3.9.8 AffordabilityAnalysis 60
3.9.9 Commercial Case 60
3.9.10 Risk Management 60
3.10 Staff Transfers 60
3.11 Outsourcing Programme Management 64
4. Choosing a Service Provider 67
4.1 Introduction 67
4.2 Managing the Selection Process 69
4.2.1 Senior Executives 69
4.2.2 Business Managers 69
4.2.3 Purchasing Team 70
4.2.4 Expert Advisors 70
4.3 Investigating the Computer Services Market 71
4.4 Evaluation 73
4.4.1 Evaluating Relationships 74
4.4.2 Evaluating Service Solutions 76
4.4.3 Commercial Evaluation 77
4.4.4 Evaluating Costs and Benefits 77
4.4.5 Evaluating People Issues 78
4.4.6 Evaluation Process 78
4.5 Short listing Potential Suppliers 79
4.6 Selecting the Preferred Bidder 83
4.6.1 Tender Documents 84
4.6.2 Evaluating the Responses 91
4.7 Negotiations 93
4.8 Contract Award 97
4.9 The Importance of the Relationship Between Customer
and Supplier 98
5. Managing Performance 99
5.1 Introduction 99
5.2 Building Outsourcing Relationships 100
5.3 Understanding Stakeholder Perspectives 104
5.4 Outsourcing Partnerships 105
5.5 Communicate, Communicate, Communicate 106
5.6 Transition 107
5.7 Incentives and Disincentives 109
5.8 Adding Value 110
5.9 Contract Management 112
5.10 Service Management 114
5.11 Service Users 116
5.12 Contract Administration 117
5.12.1 Contract Maintenance 117
5.12.2 Charges and Cost Monitoring 119
5.12.3 Ordering Procedures 119
5.12.4 Payment Procedures 120
5.12.5 Budget Management 121
5.12.6 Performance Reporting 121
5.12.7 Asset Management 122
5.13 Outsourcing Management Organization 122
5.14 Meetings 125
5.15 Change Control 126
5.16 Issue Management and Problem Escalation 129
5.17 Critical Success Factors 132
6. Measuring Performance 135
6.1 Introduction 135
6.2 Linking Performance Measures to Objectives 139
6.3 Setting a Baseline 140
¦¦¦^^ xiii
6.4 Benchmarking 142
6.5 Measuring Benefits 143
6.6 Involving Service Users 145
6.7 Service Level Management 146
6.7.1 Monitoring 148
6.7.2 Service Level Reports 150
6.7.3 Performance Review Meetings 151
6.7.4 Service Level Management Problems 153
6.8 Service Level Agreements 154
6.8.1 Service Level Agreement Structure 156
6.8.2 Sample Service Level Agreement Contents 157
6.9 Managing Multiple Suppliers 159
7. Risks and Controls 163
7.1 Introduction 163
7.2 Outsourcing Contracts 163
7.2.1 Memorandum of Understanding 166
7.2.2 Contract Structure 167
7.2.3 Contract Main Clauses 168
7.2.4 Service Provision 179
7.2.5 Asset Transfers 181
7.2.6 Staff Transfers 183
7.2.7 Contract Schedules 184
7.3 Outsourcing Risks 185
7.3.1 Unrealistic Expectations 186
7.3.2 Inadequate Contracts 187
7.3.3 Poor Relationship with Your Supplier 187
7.3.4 Supplier Lock in 188
7.3.5 Loss of Flexibility 188
7.3.6 Loss of Control 189
7.3.7 Risk Management 190
8. When Outsourcing Fails to Deliver 195
8.1 Introduction 195
8.2 Reasons Why Outsourcing Fails 196
8.2.1 Unsatisfactory Outsourcing Relationships 197
8.2.2 Changes in the Business Environment 198
8.2.3 Unsatisfactory Outsourcing Contracts 200
8.2.4 Lack of Flexibility 202
8.2.5 Higher Costs than Anticipated 202
8.2.6 Poor Service Levels 204
8.2.7 Unsatisfactory Performance Measures 204
8.2.8 Inadequate Contract Management 206
8.3 Warning Signals 206
8.4 Challenging Failure 208
8.4.1 A Ten Step Programme for Turning Failure into
Success 209
8.5 Formal Action Against Your Supplier 218
8.5.1 Arbitration 219
8.5.2 Alternative Dispute Resolution 220
8.5.3 Litigation and Contract Termination 221
8.6 Backsourcing 223
9. ASPs,WASPs and the Future of Outsourcing 227
9.1 Alternative Supply Models 227
9.1.1 Application Service Providers (ASPs) 228
9.1.2 Managed Service Providers (MSPs) 234
9.1.3 Storage Service Providers (SSPs) 236
9.1.4 Managed Security Service Providers (MSSPs) 237
9.1.5 Wireless Application Service Providers (WASPs) 238
9.1.6 ASP Application Aggregators (AAAs) 239
9.1.7 xSP 239
9.1.8 Utility Computing 240
9.2 Other Outsourcing Trends 241
9.2.1 Business Process Outsourcing (BPO) 241
9.2.2 Offshore Outsourcing 242
9.2.3 New Sourcing Strategies 243
9.2.4 Computer Services Industry 244
9.3 The Impact of Outsourcing on the IT Department 247
9.4 Conclusion 251
Glossary 253
UsefulWebsites 263
Bibliography 265
Index 267
XV
|
| any_adam_object | 1 |
| author | Sparrow, Elizabeth |
| author_facet | Sparrow, Elizabeth |
| author_role | aut |
| author_sort | Sparrow, Elizabeth |
| author_variant | e s es |
| building | Verbundindex |
| bvnumber | BV016516339 |
| classification_rvk | QP 300 |
| ctrlnum | (OCoLC)633128414 (DE-599)BVBBV016516339 |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01503nam a2200397zc 4500</leader><controlfield tag="001">BV016516339</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20031021 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">030211s2003 xxk |||| 00||| eng d</controlfield><datafield tag="010" ind1=" " ind2=" "><subfield code="a">2003042425</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1852336102</subfield><subfield code="9">1-85233-610-2</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)633128414</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV016516339</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="a">xxk</subfield><subfield code="c">GB</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-384</subfield><subfield code="a">DE-1102</subfield><subfield code="a">DE-N2</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 300</subfield><subfield code="0">(DE-625)141850:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Sparrow, Elizabeth</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Successful IT outsourcing</subfield><subfield code="b">from choosing a provider to managing the project</subfield><subfield code="c">Elizabeth Sparrow</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">London u.a.</subfield><subfield code="b">Springer</subfield><subfield code="c">2003</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XV, 727 S.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="0" ind2=" "><subfield code="a">Practitioner series</subfield></datafield><datafield tag="490" ind1="0" ind2=" "><subfield code="a">Springer professional computing</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references and index</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Service-Rechenzentrum</subfield><subfield code="0">(DE-588)4510179-6</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Unternehmen</subfield><subfield code="0">(DE-588)4061963-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Unternehmen</subfield><subfield code="0">(DE-588)4061963-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Service-Rechenzentrum</subfield><subfield code="0">(DE-588)4510179-6</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010206346&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-010206346</subfield></datafield></record></collection> |
| id | DE-604.BV016516339 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T19:11:24Z |
| institution | BVB |
| isbn | 1852336102 |
| language | English |
| lccn | 2003042425 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-010206346 |
| oclc_num | 633128414 |
| open_access_boolean | |
| owner | DE-384 DE-1102 DE-N2 |
| owner_facet | DE-384 DE-1102 DE-N2 |
| physical | XV, 727 S. |
| publishDate | 2003 |
| publishDateSearch | 2003 |
| publishDateSort | 2003 |
| publisher | Springer |
| record_format | marc |
| series2 | Practitioner series Springer professional computing |
| spelling | Sparrow, Elizabeth Verfasser aut Successful IT outsourcing from choosing a provider to managing the project Elizabeth Sparrow London u.a. Springer 2003 XV, 727 S. txt rdacontent n rdamedia nc rdacarrier Practitioner series Springer professional computing Includes bibliographical references and index Service-Rechenzentrum (DE-588)4510179-6 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Service-Rechenzentrum (DE-588)4510179-6 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010206346&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Sparrow, Elizabeth Successful IT outsourcing from choosing a provider to managing the project Service-Rechenzentrum (DE-588)4510179-6 gnd Unternehmen (DE-588)4061963-1 gnd |
| subject_GND | (DE-588)4510179-6 (DE-588)4061963-1 |
| title | Successful IT outsourcing from choosing a provider to managing the project |
| title_auth | Successful IT outsourcing from choosing a provider to managing the project |
| title_exact_search | Successful IT outsourcing from choosing a provider to managing the project |
| title_full | Successful IT outsourcing from choosing a provider to managing the project Elizabeth Sparrow |
| title_fullStr | Successful IT outsourcing from choosing a provider to managing the project Elizabeth Sparrow |
| title_full_unstemmed | Successful IT outsourcing from choosing a provider to managing the project Elizabeth Sparrow |
| title_short | Successful IT outsourcing |
| title_sort | successful it outsourcing from choosing a provider to managing the project |
| title_sub | from choosing a provider to managing the project |
| topic | Service-Rechenzentrum (DE-588)4510179-6 gnd Unternehmen (DE-588)4061963-1 gnd |
| topic_facet | Service-Rechenzentrum Unternehmen |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010206346&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT sparrowelizabeth successfulitoutsourcingfromchoosingaprovidertomanagingtheproject |