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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)

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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

ITSqc, LLC   VanHaren Publishing   IAOP

The ITSqc Series, in association with IAOP, is published globally to document the eSourcing Capability Models and their impacts in IT services and IT-enabled services. The ITSqc Series is edited by Dr. Bill Hefley and published by Van Haren Publishing.

ITSqc Series - Van Haren US site

ITSqc Series - Van Haren International site

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