11 Service Provider Advantages

22 Multiple Provider Advantages

33 Key to Successful Service Brokering

IT departments must shift their function from managing servers, networks, and software applications to delivering IT services.

How IT transformation can ensure sourcing

success:

44 Selecting and Managing Service Providers

55 ITSM Best Practices

”“

• Implementing new technological developments{ } • Exploiting competitive pricing

Service Provider Advantages11

• Reducing internal overhead costs while improving the quality of IT services to the organization

IT departments can be more efficient and effective by using multiple service providers to deliver required services. To gain a competitive advantage, companies retain certain IT services internally and employ best-of-breed service providers.

Multiple Providers22

”“

Understand your organization’s capability to properly evaluate and manage service options, after which the shift from managing internally to managing services can be implemented.

Key to Successful Service Brokering33

New technology and services like SaaS and cloud computing that reduce costs while improving IT

delivery warrant the shift to service management.

{ }

Selecting and Managing Service Providers

To determine an organization’s capability to select and manage service providers, IT must understand the four service delivery components:

44

{ }Are the right people with the right skills in place to effectively deliver IT services from an external service provider?

Are effective and efficient processes in place that provide flexible, consistent and reliable IT services helping achieve business goals and objectives?

Is the proper technology to support business demands in place?

Can a supplier deliver needed services effectively and efficiently?

IT Service Management (ITSM) best practices like ITIL v3 and IT Governance provide a great foundation for the transformation to outsourcing. Improved ITSM practices foster enhanced capabilities to address evolving business demands, products and services.

ITSM Best Practices55

{ }

ITSM frameworks like ITIL v3 can help organizations understand their capabilities related to people, processes, technology and suppliers.

The Five Components of the ITIL v3 Life Cycle:

{ }ITSM Best Practices: ITIL55

• Specifically focuses on improving the management and

control of IT for the organization’s benefit

• Ensures IT is aligned with business strategy and delivers

expected benefits

ITSM Best Practices: IT Governance55

IT Governance:

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