Research & Insight

Research & Insight

managing for success

How Service Management Software Solutions Enhance Outsourcing Relationships

Outsourcing Center, Kathleen Goolsby, Senior Writer

Currently, a growing number of enterprises expect service providers to use service management tools, especially those aligned to ITIL v3 best practices in managing services as a business. This article discusses the trends around uses and benefits of such tools, their differences in value and approach, and how the tools enhance even the soft relationship skills in an outsourcing arrangement.

Source One Provides End-to-End and On-Demand Strategic Sourcing Solution for Mid-market Companies

Outsourcing Center, Kathleen Goolsby, Senior Writer

Mid-size companies are limited in their ability to drive continuous improvements in cost and performance for strategic sourcing of goods and materials. And it’s too costly for companies to maintain domain expertise in every category of spend and keep up with current market in each area. Outsourcing to Source One solves these problems, and a contingency-based model for pricing based on a percentage of savings achieved provides even more value.

An Onshore American ADM Model that Competes with Offshore’s Cost, Scalability, Flexibility, and Quality

Outsourcing Center, Kathleen Goolsby, Senior Writer

If you have the mind-set that American application development outsourcing providers can’t compete with the costs and other benefits of using offshore providers, think again. A Texas-based outsourcer has a uniquely competitive model and very satisfied clients.

Outsourced IT Platform Attracts Merger Partner for Real Estate/Hospitality Company

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

When Private Escapes Destination Clubs started its travel and real estate company, it wanted IT expertise without the IT investment. So it outsourced its Web-based reservation system to Managed Business Solutions. The IT platform was such a stellar success a competitor came calling, attracted by the reservation system. Now the new combined entity is the No. 2 player.

OMFN Knew It Selected the Right Supplier When Perot Systems Expertly Handled a Deluge of Volume During Migration

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Old Mutual had earned the unhappy moniker: the worst in the industry. It outsourced to become competitive. During the first two migrations, events conspired to triple volume. Read how the two partners learned to work together under the crushing volumes.

Bharti Airtel, Nortel Innovate a Utility Computing Model to Influence Consumer Behavior

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Bharti Airtel is a fast-growing Indian telco. It felt labor costs in India were too expensive. It wanted to solve customer care issues at the machine. So it offshored its solution–to North America. The Indian company selected Nortel for its call center technology. Together they changed the behavior of a nation.

Ensuring Aligned Interests in a Public-Sector Outsourcing Relationship

Outsourcing Center, Kathleen Goolsby, Senior Writer

Outsourcing cannot succeed unless both parties’ interests are aligned and they can manage to overcome inherent conflicts. In deals with government clients, there will always be an inherent conflict of interests. We studied a highly successful Canadian government relationship. This article shares their relationship best practices and framework that keeps their interests aligned.

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