IT Governance & Frameworks

eSCM-SP v2: The Service Quality Model for eSourcing

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The eSourcing Capability Model for Service Providers (eSCM-SP) is a framework developed to help service providers strengthen their sourcing practices, reduce risks, and build trust with clients. Unlike traditional quality models that focus narrowly on service design and delivery, eSCM-SP covers the entire sourcing life cycle — from the early stages of contract initiation to service delivery and eventual completion.

Purpose and significance

eSCM-SP was created to address the critical issues of IT-enabled sourcing (eSourcing) in both outsourcing and in-sourcing (shared services) environments. By following the model’s practices, providers can:

• improve their ability to deliver high-quality services consistently,
• reduce risks for both clients and providers,
• and demonstrate their maturity through certification.

Organizations that achieve eSCM-SP certification often gain a competitive edge, signaling reliability and capability to potential clients.

Structure of the model

The model is built around 84 Practices organized across three dimensions:

1. Sourcing Life Cycle

Covers the entire journey: Initiation, Delivery, and Completion of contracts, plus Overall Practices that apply throughout.

This holistic scope ensures that service providers address critical phases often overlooked in other models, especially at the beginning and end of sourcing relationships.

2. Capability Areas

The Practices are grouped into 10 logical areas to help providers focus on key sourcing functions:

• Knowledge Management
• People Management
• Performance Management
• Relationship Management
• Technology Management
• Threat Management
• Service Transfer
• Contracting
• Service Design & Deployment
• Service Delivery

3. Capability Levels

These five levels indicate how advanced an organization is in applying sourcing practices:

• Level 1: Organization is providing a service.
• Level 2: Consistency is established through documented procedures.
• Level 3: Performance is managed across engagements.
• Level 4: Services are enhanced through innovation and added value.
• Level 5: Excellence is sustained over at least two years.

Dimension	Description	Examples
Sourcing Life Cycle	Covers all stages of a sourcing relationship, from beginning to end.	Initiation, Delivery, Completion, Overall Practices
Capability Areas	Logical groupings of practices that address critical sourcing functions.	Knowledge Management, People Management, Technology Management, Service Delivery (10 areas in total)
Capability Levels	Indicate organizational maturity and ability to sustain performance.	Level 1 – Providing a service Level 2 – Consistent performance Level 3 – Managed across engagements Level 4 – Added value through innovation Level 5 – Sustained excellence

How eSCM-SP fits with other models

eSCM-SP was designed to complement existing quality frameworks (such as CMMI, ISO standards, or ITIL). Instead of replacing them, it builds on previous improvement efforts, offering a comprehensive view of sourcing capabilities. Comparative documents were developed to show how eSCM-SP aligns with or extends these established standards.

Why it matters today

For modern service providers, success depends not only on efficient delivery but also on how sourcing relationships are initiated, governed, and concluded. By embedding the practices of eSCM-SP, providers can:

• establish long-term trust with clients,
• demonstrate resilience and maturity,
• and continuously innovate while sustaining excellence.