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 5 Steps to Effective SLAs Using ITIL V3
Category: Strategy & Business Case IT Infrastructure & Applications Outsourcing
When it comes to IT outsourcing, few organizations realize the full potential value of their sourcing partnership. Part of the problem is related to how the performance of a service is managed in a sourcing relationship. This becomes even more challenging when the responsibilities of the service support components (e.g., service desk support, application support, infrastructure support) are shared among multiple service providers.
Many organizations are utilizing the Information Technology Infrastructure Library V3 (ITIL V3) framework to create service level agreements (SLAs) that will eliminate ambiguity, avoid unnecessary IT service contracting expenses and improve the customer service experience.
For an organization to be able to effectively manage the performance of each service, it is important to understand the relationships and dependencies between a service, SLAs and underpinning service performance metrics. To assist organizations in driving overall service performance, Alsbridge has established a five-step approach for creating effective cross-functional SLAs.
The SLA becomes an important customer tool for communications, conflict resolution and gauging the effectiveness of an end-to-end IT service.
Since ITIL V3 publications provides a best-practice framework for creating, implementing and managing service level agreements, Alsbridge has integrated the framework into our FastSource methodology for establishing effective sourcing contracts.
Read about these five steps for achieving an effective SLA.
Is Your Organization Ready for the Cloud?
Category: Strategy & Business Case Cloud Computing Cloud Sourcing
Sweeping change is difficult for any organization. But in an industry such as insurance whose operations are tethered to a complicated aggregation of legacy systems, will the organization's ability to adapt and embrace cloud-based technology be especially challenging?
Incorporating any new technology into an embedded business infrastructure is always difficult. But multiply the risk in an industry whose infrastructure is typically comprised of myriad platforms serving a plethora of products subject to a range of regulation, and it's possible to get a sense for the considerable challenges faced by the insurance industry.
Cloud-based products represent the industry's greatest opportunity to move the dial forward. Implementation of private or public clouds in conjunction with a SaaS delivery model is a fast, cost-effective strategy to keep legacy systems current, and support ever-changing products and services by linking disparate channels and products, distribution and claims. And, as the insurance industry moves to embrace new mobility channels, working within a cloud framework is certainly the only way to tap into customer segments that cannot be reached through more traditional channels. Cloud not only provides the ability to reach users via channels they prefer, but can also support an insurer's efforts to retain brand salience.
Cloud's implications for the insurance IT organization are considerable. Despite the emphasis upon cloud computing and SaaS over the past few years, the insurance industry is still a slow mover. Seemingly, a number of questions are still open: are the products truly fit-for-purpose? How will cloud's adoption change the way the department functions – are new capabilities required? Will the landscape of providers change dramatically? How can risks be best assessed and managed?
With cloud-based applications readily available, the question is not whether cloud is right for the insurance industry, it becomes a question as to when the IT function is ready to deal effectively with the implications of cloud.
Why Hire a Sourcing Advisor?
Category: Strategy & Business Case IT Infrastructure & Applications Finance & Accounting Services...
Chances are you have thought about outsourcing or shared services as a strategy to cut cost during these challenging economic times, but developing a clear business case for outsourcing can be painfully complicated. There are no simple industry-wide benchmarks, no easy ROI calculations and no cookie-cutter models for a successful client-provider relationship.
Rather than struggle with this complicated business issue, many executives avoid the process altogether, leaving significant cost savings potential on the table. Others decided to go-it alone, usually resulting in a tumultuous sourcing process that delivers less than stellar contract terms, a poor client/provider relationship and underwhelming savings.
Of course, neither of these scenarios is acceptable, so it is vital to ensure the efficient and successful execution of outsourcing or shared services arrangements - and for that you may need help.
In today's economic environment, outsourcing service providers have become very selective about where they invest their sales and pursuit budgets. Third-party sourcing advisors deal with service providers on a regular basis and make it their business to understand provider capabilities and new offers to the marketplace. Using this knowledge, advisors are better able to rally the right vendors to participate when responding to RFP, ensuring terms that are balanced and more likely to meet the goals of both the client and outsourcing service provider.
It takes advisors who understand complex outsourcing contracts to capture and correct imbalances that would place undue risks and burdens on the client and the long-term relationship. An advisor can coach and help navigate the many steps it takes to reach the mutual trust and commitment necessary for long-term success. Hiring a sourcing advisor can help clients avoid pain and bring the five benefits detailed in this white paper.
5 Steps to Renegotiating Your Outsourcing Contract
Category: Negotiations / Renegotiations IT Infrastructure & Applications Outsourcing
As the outsourcing services market continues to undergo significant changes with regard to service providers, advances in service technology, and performance levels and price, more and more clients are entering into the contract renegotiation process wholly unprepared. As a result, many either leave significant financial savings on the table or structure a deal that leads to future relationship issues and service disruptions. The best way to avoid these consequences is to understand how and when to renegotiate your outsourcing agreement.
Regardless of whether you wish to preserve a successful operating environment or replace it with a new one, the process should not be left to chance. This white paper explains in detail the structured and proven five-step approach to achieving the best outcome from a contract renegotiation.
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