it outsourcing assessment services
TRANSCRIPT
Official Released - September 2014
IT OUTSOURCING ASSESSMENT SERVICES
presenting
Qaaf Resources
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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.
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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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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
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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*
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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.
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Below par Base Competitive Distinctive
…and marked how healthy (matured) is your ITO
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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 .
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THANK YOU
For any enquiries, please contact:
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