Outsourcing Contract Management and Metrics:
A Successful Partnership

by David Herron

Description

This workshop will focus on establishing service levels for a variety of Application Development, Enhancement and Maintenance outsourcing arrangements, including: selected software projects and applications, application maintenance contracts and large, organizational-wide application portfolio outsourcing.
Service levels need to be established that will show the value provided to the customer and reflect a positive return on investment for the outsource provider.
Establishing a benchmark of performance and then linking reasonable, business driven service level metrics that monitor that level of performance is the essence of a successful partnership.

What you will learn

 

Main Topics

• Understanding current trends in outsourcing
• Strategically positioning the outsourcing relationship
• Components of the outsourcing agreement
• Identification of what to outsource
• Creating application specific service level measures
• Baselining current levels of performance
• Linking performance to industry standards
• Monitoring service level performance
• Service level measures for maintenance applications