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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...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
Apress,
[2014]
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| Colección: | Expert's voice in IT management.
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- 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.