it outsourcing assessment services

Official Released - September 2014

IT OUTSOURCING ASSESSMENT SERVICES

presenting

Qaaf Resources

Copyright: Qaaf Resources Sdn Bhd 2014

It is a holistic assessment/ check-up for outsourcing experiences and governance.

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WHAT IS IT OUTSOURCING ASSESSMENT?

A 2005 study by Deloitte found governance deficiencies to be the culprit for 56 percent of companies with unsatisfactory outsourcing experiences.


Why you want to do this?

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SERVICE QUALITY IMPROVEMENT

Continuous “health check” will reduce any inefficiencies or unintended business results

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2

Responsiveness, Consistency, and Schedule adherence

% Increase Customer Satisfaction Index (CSI)

EFFICIENT AND EFFECTIVE

% Increase in productivity

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What problems are you going to solve?

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According to Forrester*, IT services buyers are more likely to be disappointed with:

the INNOVATION of their provider (42%)

their ability to MANAGE CHANGE (37%)

their BUSINESS SAVVY and VALUE (31%)

the CONTRACTUAL ASPECTS of the deal (23%)

PERFORMANCE AGAINST SLAS (15%).

KEY PAIN POINTS OF OUTSOURCING

*Reported in year 2007


How are we going to do it?

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Health Check Through IT Outsourcing Assessment

BEST PRACTICES REFERRED / USED

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Alignment and Vision

Customer Satisfacti

on

Strategic Outsourcin

g Relationsh

ipThe degrees to

which the service provider is aligned to the goal/vision

sets for your organization IT Outsourcing.

The degree to which the value you are getting

from your outsourcing

deal is meeting your cost

avoidance.

The degree to which the

relationship between service

provider and your IT organization is trusted and well-

managed to effective delivery

and successful contract

management.

Service Provider

Capability

The degree to which the service

provider is dependable and

capable in delivering the

current service, continuous

improvement, other value added

IT services and viable for the foreseeable

future.

Delivery Manageme

nt Capability

The degree to which the service

provider is delivering its contractual

obligation, its performance over

the term.

B U S I N E S S S A V V Y &

V A L U E

C O N T R A C T U A L A S P E C T S

P E R F O R M A N C E A G A I N S T S L A S

B U S I N E S S S A V V Y &

V A L U E

I N N O V A T I O N

Value For

MoneyThe degree to

which the internal customer is

satisfied with the experiences

received from the service owner (normally IT

Department).

M A N A G E C H A N G E

P E R F O R M A N C E A G A I N S T S L A S

B U S I N E S S V A L U E

…Using 6 ITO X-Rays*

* 9


Initial/Adhoc

Repeatable but Reactive

Defined & Structured

Proactive & Measureable

Optimised & Continually Improved

IT Outsourcing Contract and SLA with some of formal processes are defined but lack of compliance.

ITO SLA defined and ocassionally reported, lack of compliance on standard processes and governance is not in place.

ITO Service Performance is measured and reported diligently, but lack of governance.

ITO performance is both qualitatively and quantitatively managed, governed and measured. Service Provider is started to become a trusted partner.

ITO Service Provider is instrumental in responding to on-demand and dynamic business requirement for IT services and technology solutions.

1 2 3 4 5

Below par Base Competitive Distinctive

…and marked how healthy (matured) is your ITO


What success do we provide to you if you

perform this assessment?

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SERVICE QUALITY IMPROVEMENT

COST AVOIDANCE / REDUCTION

EFFICIENT AND EFFECTIVE

Through the assessment results, the customer can show the quantifiable value to the stakeholder from the ITO investments

The assessment results can set as a benefits realization baseline and the improvement made can be tracked.

Often, CIO and Head of IT department spent a lot of time preparing the paperwork to justifying their ITO investment, this ready-to-use assessment can expedite their process in a quantifiable way to document disagreements, but also a way to communicate about the deal .


THANK YOU

For any enquiries, please contact:

[email protected]

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it outsourcing assessment services

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