20100518 van dienstverlening naar partnershi

Van dienstverlening naar partnershipThird Party Assurance, (g)een overbodige luxe?Carlo Pietersma en Ruud Kerssens10 juni 2010, Zeist

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Roadmap

Outsourcing life cycleDrivers for outsourcingDrivers and risk profileRisks of outsourcingMitigationPartnershipThird party reportsBest practices

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Outsourcing lifecycle

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Drivers voor outsourcing

• Improve focus on core competences• Reduce costs• Reduction of capital investment• Increase flexibility• Gain access to external competencies & capabilities• Improve quality and productivity• Better service• Control and Quality improvement

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Drivers and Risk profile

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Buyer’s risks

• Becoming dependent on service provider• Savings not realized• Poor quality of service• Loss of control• Loss of skill• Difficulty in implementing changes• Technology not in aligned with business• Security• Lowering personnel motivation

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Service provider’s risks

• Unanticipated cost• Large initial investments• Restrictions in standardization architecture• Discussions about responsibilities• Return on investment

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Mutual risks

• Unclear contractual terms• Not agreed upon responsibilities• Unanticipated requirements• Change management• Incident response• Conflict in goals• Relationship …

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Mitigation

• Executive-level support for outsourcing• Good communication to all key stakeholders• Well defined contracts, SLA’s concrete DAP’s• Demand organization in place to manage, monitor and control the service

provider• Communication demand and supply is regulated and defined in procedures at

both sides• Include control objectives based on best practices in contract• Right to audit / external audit for assurance

Partnership between client organizationand service provider

=Win Win

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Partnership

No one is perfect. Seldom is only one party (e.g.,the IT vendor) always at fault. Control weaknessescontribute to poor vendor relations.

“In an ideal marriage one partner is blind and theother is deaf”

Beware long term outsourcing agreements. Oncesigned, it can be very expensive to terminate.

“in sickness and in health, to love and to cherish,till death do us part”

Document the understanding and all expectationswith the IT Vendor in writing

“Can two walk together, except they be agreed?”

TRIGGER VENDOR MANAGEMENTTRIGGER VENDOR MANAGEMENTQUOTE ATTRIBUTABLE TO PARTNERSHIPQUOTE ATTRIBUTABLE TO PARTNERSHIP

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Confidence

SAS70 / ISAE 3402Type II

SAS70 / ISAE 3402Type I

TPMSLA, DAP,Rapportage

Periodiek overleg /rapp.

vertrouwen

Stuurmiddelen:

objectiefNiveau van relatie tussenserviceorganisatie en u

subjectief

Prove meShow meTell meTrust me

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Relationships

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SAS70 type I and II

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ISAE3402 type I and II

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ISO27001

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TPM

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Practice

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Vragen

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Contactgegevens