Publications Archive: The Capability Model for IT-enabled Outsourcing Service Providers, Vol I: Overview
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Elaine Hyder, Bennet Suresh Kumar, Vivek Mahendra, Jane Siegel, Rajesh Gupta, Habeeb Mahaboob, Palanivelrajan Subramanian
November 19, 2001
Model | PDF (0.37 M)
Abstract
Organizations are increasingly delegating their information technology-intensive business activities to external service providers, taking advantage of the rapid evolution of the global telecommunications infrastructure. The business processes being outsourced range from routine and non-critical tasks, which are resource intensive and operational, to strategic processes that directly impact revenues. IT-enabled outsourcing services include IT-intensive business processes, projects and tasks that use Information Technology as an enabler for designing services, coordinating service deployment, and delivering services. Managing and meeting client expectations is a major challenge in IT-enabled outsourcing services and examples of failure abound. Failures typically happen throughout the outsourcing process, i.e., during requirements specification, contract execution or service completion.
The eServices Capability Model (eSCM) contains a set of practices that address the entire outsourcing process, and seek to aid IT-enabled outsourcing service providers to form, manage and improve outsourcing relationships. Each practice in the eSCM is associated with a capability level. The five capability levels in the eSCM describe an improvement path that progresses from a minimal level of having the capability to deliver a service that meets client requirements up to the highest level of enhancing value through continuous innovation.
Volume I of this Technical Report provides an overview of the eSCM. |
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eSCM Models are Published in the ITSqc Series
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ITSqc Series - Van Haren US site
ITSqc Series - Van Haren International site