Managing Your Outsourced IT Services Provider How to Unleash the Full Potential of Your Global Workforce
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 g...
| Autor principal: | |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Berkeley, CA :
Apress
2015.
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| Edición: | 1st ed. 2015. |
| Colección: | Expert's Voice in IT Management
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| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009629813806719 |
Tabla de Contenidos:
- 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
