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 global IT services companies, Venkatesh
Upadrista guides outsourcing organizations around the hazards of
geographic distance, linguistic miscommunication, organizational
mismatch, and functional disparity between receiver requirements and
provider capabilities.
The first half of the book describes what an outsourcing organization
needs to know about the IT services providers industry in general to
deal intelligently with specific providers: namely, the industry's
organizational types, strategic drivers, competitive labor market
constraints, and tactics for hitting P&L targets. The second half of the
book teaches outsourcers how to evaluate prospective providers, craft
service level agreements, formalize best practices, and manage the full
gamut of receiver─provider relationships to optimize outcome in terms of
cost, timeliness, and quality of services received.
The descriptions and prescriptions in Managing Your Outsourced IT
Services Provider apply equally to onshore and offshore outsourcing,
but examples and case studies focus on offshoring. In addition,
Upadrista analyzes the advantages, disadvantages, and special
considerations and caveats of single provider outsourcing and captive
centers.
