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 Feature
4 April 2012 | Nas Ozcan Blog
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Outsourcing IT and Aligning Processes
This week Nas looks at why supplier and client service management processes need to be aligned when outsourcing IT services...

  Nas Ozcan

Outsourcing IT services can bring lots of benefits to an organisation and many businesses go down this route.  When choosing to outsource your IT services, it is important to understand that this will have an impact on both the supplier and the client service management processes, as they have to be aligned with one another in order for the partnership to operate effectively.

One crucial mistake some organisations make, is assuming that their supplier will proactively assist them in aligning the service management processes. In the contract between the client and the supplier regarding this alignment, nothing is explicitly stated, therefore a major problem can arise the moment the supplier does not proactively meet such expectations of the client. 

Such situations can leave the client scrambling to find service management consultants that can quickly assist in aligning processes from the client side. This obviously comes with huge costs on assembling a project to achieve such goal in a short period of time. There is also the added issue of having to rely solely on the supplier’s good will to assist in aligning processes as nothing has been stated in the contract to ensure they cooperate effectively.

Therefore a key note to take from this blog is to avoid making such assumptions when outsourcing IT services. If the supplier will assist in aligning the client’s processes, then that must be clearly stated before signing the contract. If not then the contract must still contain conditions that ensure the supplier will assist the client in aligning their processes even if it’s through the use of internal resource on the client side.

Feedback and comments are always welcome!


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