__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.

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zlib/Business & Economics/Venkatesh Upadrista (auth.)/Managing Your Outsourced IT Services Provider: How to Unleash the Full Potential of Your Global Workforce_2485915.pdf

Upadrista, Venkatesh

Apress, Incorporated

Apress L. P.

Expert's Voice in IT Management, Berkeley, California, 2015

The expert's voice in IT management, Berkeley, CA, 2015

Expert's voice in IT management, New York, 2014

EBL-Schweitzer, Online-ausg, Berkeley, CA, 2014

United States, United States of America

Springer Nature, Berkeley, CA, 2015

1st ed., 2014

Dec 15, 2014

sm41110626

producers:
Adobe PDF Library 10.0.1

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Source title: Managing Your Outsourced IT Services Provider: How to Unleash the Full Potential of Your Global Workforce

Contents 3
About the Author 137
Acknowledgments 138
Introduction 4
PART I: Understanding the Outsourced IT Service Provider Industry 6
Chapter 1: The Organization of IT Service Providers 7
Classification of IT Service Organizations 8
Multinational IT Service Providers 9
Pure-Play IT Service Providers 9
Tier-1 IT Service Providers 10
Tier-2 IT Service Providers 10
Tier-3 IT Service Providers 11
The Corporate Organization of an IT Service Provider 11
Verticals 11
Practices 13
Support Functions 14
The Governance of an IT SPO 14
Vertical Structure 15
Practice Structure 16
Support Group Structure 17
Case Study of Cooperation among Entities in an SPO 19
The Strategy Changes, but the Structure Does Not 21
Key Points 22
Chapter 2: The Profit-and-Loss Constraints on IT Services Provider Organizations 24
The Top Line 25
The Bottom Line 27
Direct Costs 28
Indirect Costs 29
IT SPO Accountability for the Top and Bottom Lines 29
Group CEO 30
Sales Force 30
Delivery Team / Delivery Management 30
Vertical and Sub-vertical Head 31
Practice Head 31
Regional Head 31
Practice Solution Team 32
Practice Delivery Team 32
Support Group CEO 32
Function Lead 32
Differentiators among IT SPOs 33
Key Points 34
Chapter 3: IT Service Provider Organizations’ Tactics and Tricks for Hitting P&L Targets 36
Top Line 37
Bottom Line 40
Contribution Margins: an Enabler for Profitability 41
Tricks for Improving the Bottom Line 42
Key Points 43
Chapter 4: The Operational Parameters of IT Service Providers 45
Performance Management of Human Capital 46
Competitive Positioning and Accommodation of Client Requirements 47
Working Modalities between IT Service Providers and Receivers 48
Attrition 48
Productivity 49
Key Points 52
PART II: Unleashing the Full Potential of Your IT Service Providers 54
Chapter 5: The Organization of IT Service Receivers 55
Classifying IT Service Receiver Organizations 56
Tier-1 IT SRO 56
Tier-2 IT SRO 56
Tier-3 IT SRO 56
Captive Centers 57
The Rationale for Outsourcing 57
The Role of Governance in the Collaboration between IT Service Providers and Receivers 59
Key Points 62
Chapter 6: Selecting Your IT Service Provider 63
The Right Service Provider for Your Business 64
Assessing a Provider’s Flexibility and Innovative Capability 65
Matching Provider Offerings with Receiver Goals 66
Evaluating a Provider’s Financial Stability 67
Discovering a Provider’s Employee Attrition Rate 67
Detailing a Provider’s Access to Skills and Human Resources 67
Conclusions 68
Key Points 68
Chapter 7: Understanding Your IT Service Provider 70
Know Your IT Service Provider 71
Governance Structure and Personnel 71
Horizontals and Services 72
Center of Excellence 72
Market Intelligence and Trends 73
Interpreting Company Results 73
Key Points 74
Chapter 8: Mapping and Managing Your Service Providers 75
Managing Your Service Provider 76
Networking 77
Organization Entity Awareness 77
Optimizing Outcomes in Terms of Cost, Schedule, and Quality Variables 79
Human Resource Management 81
Managing Attrition and Targets 83
Innovation Targets 85
Pricing Models: Fixed Price vs. Time and Materials vs. Staff Augmentation 86
In-House Knowledge Retention 90
Pyramid Management 92
Productivity 94
Key Points 95
Chapter 9: Captive Center Management 97
Do You Need a Captive Center? 98
Managing a Captive Center 99
Clear Goals 99
Empowerment 101
Human Resource Management 105
Vendor Management at Captives 106
Bringing It All Together: The Power Captive Model 107
Key Points 108
Chapter 10: Exit-Plan Testing 109
Exit Plan Focus Areas 110
Scope and Duration 110
Governance During the Exit Procedure 110
Documentation and Deliverables 111
Employee Transfer Clause 111
Investments by the Service Provider 111
Knowledge Transition 111
Shadowing 112
Asset-Transfer Mechanism 112
Cooperation 112
Exit-Plan Testing 113
Testing by Focus Area 114
Scope and Duration 114
Governance During the Exit Procedure 114
Investments from the SPO 115
Documentation and Deliverables 115
Employee Transfer Clause 115
Knowledge Transition 115
Case Study 116
Key Points 116
Chapter 11: Opting for a Single IT Service Provider 119
The Single Service Provider Approach 120
The Single Service Provider: Focus Areas 122
Volume-Based Cost of Services 122
Pyramid 124
Locale 125
Innovation 125
Governance 126
Productivity 126
Assorted Team 126
Attrition and Core Teams 127
Human Resource Management 127
The Single Service Provider: Conclusions 128
Key Points 128
Index 130
Other Apress Titles You Will Find Useful 139

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.
Erscheinungsdatum: 15.12.2014

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.-- Provided by publisher

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 PetL 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

Front Matter....Pages i-xii
Front Matter....Pages 1-1
The Organization of IT Service Providers....Pages 3-19
The Profit-and-Loss Constraints on IT Services Provider Organizations....Pages 21-32
IT Service Provider Organizations’ Tactics and Tricks for Hitting P&L Targets....Pages 33-41
The Operational Parameters of IT Service Providers....Pages 43-51
Front Matter....Pages 53-53
The Organization of IT Service Receivers....Pages 55-62
Selecting Your IT Service Provider....Pages 63-69
Understanding Your IT Service Provider....Pages 71-75
Mapping and Managing Your Service Providers....Pages 77-98
Captive Center Management....Pages 99-110
Exit-Plan Testing....Pages 111-120
Opting for a Single IT Service Provider....Pages 121-131
Back Matter....Pages 133-136

2015-02-17