The Organization of IT Services Providers
The Profit-and-Loss Constraints on IT Services Providers
Providers' Tactics and Tricks for Hitting P&L Targets
The Operational Parameters of IT Services Providers
The Organization of IT Services Receivers
Selecting Your IT Services Provider
Understanding Your IT Services Provider
Mapping and Managing Your Service Providers
The Captive Center Alternative
Your Exit Plan
Opting for a Single IT Services Provider
Über den Autor
Venkatesh Upadrista is a global client executive at Capgemini Financial Services in Amsterdam. He was formerly a global solutions manager at Tata Consultancy Services, a client partner at Wipro Services, a CIO partner at McKinsey & Co., and a manager at Cognizant Technology Solutions. He is the author of Managing Offshore Development Projects and Distributed Agile: The Proven Agile Software Development Approach and Toolkit for Geographically Dispersed Teams. Upadrista took his degree in mathematics and computer science from Andhra University.
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.
Managing Your Outsourced IT Services Provider teaches executives and managers of organizations that are outsourcing some or all of their IT services and/or IT-enabled business processes how to unleash the full potential of their outsourced workforce safely and profitably.