Outsourcing Best Practices Step-By-Step Guide on How to Manage the Changes, Challenges, Opportunities and Implement a Successful Outsourcing Process

✍ Scribed by Ivanka Menken, Gerard Blokdijk

• Year: 2008
• Tongue: English
• Leaves: 180
• Category: Library

✦ Synopsis

A professional technical roadmap to Challenges, Opportunities, Change Management & Implementation of a Successful Outsourcing Process, with templates & design documents for organizational implementation.

✦ Table of Contents

Table of Contents......Page 4
1 INTRODUCTION ROADMAP......Page 6
2 OUTSOURCING – SOURCING STRATEGY......Page 10
3 OUTSOURCING - SERVICE DESK......Page 28
4 SUPPORTING DOCUMENTS......Page 46
4.1 SERVICE SOURCING STRUCTURES......Page 48
4.2 SOURCING ROLES AND RESPONSIBILITIES......Page 50
4.3 SERVICE DESK ROLES AND RESPONSIBILITIES......Page 52
4.4 SERVICE DESK TECHNOLOGY......Page 54
4.5 EXAMPLE OUTSOURCING CONTRACT TEMPLATE......Page 66
4.6 SERVICE DELIVERY MODEL OPTIONS......Page 94
4.7 SERVICE DESK METRICS......Page 100
4.8 OUTSOURCING – SERVICE LEVELS......Page 102
6. OUTSOURCING TRANSITION PLAN......Page 156
7. SERVICE DESK OUTSOURCING TEMPLATE......Page 166
8. FURTHER READING......Page 180