Tag: SLA

The Six and a Half Things You Really Need to Know About Outsourcing | White Paper

The Six and a Half Things You Really Need to Know About Outsourcing | White Paper

Outsourcing may be one of the most complex topics in business today. Amazon.com lists almost six thousand book titles on the topic. In comparison, rocket science earns only 2,500 entries on Amazon’s list. If you are considering outsourcing or are on an outsourcing taskforce you must be wondering what the important bits are. You will […]

Creating a BPO Strategy: Why and Why Now?

Creating a BPO Strategy: Why and Why Now?

You can’t ignore the importance of business process outsourcing (BPO) on every organization’s bottom line; however, it’s imperative to base outsourcing decisions on a pure business strategy. The real question every business should seek to answer is “why do we need to outsource”? Most businesses see business process outsourcing as a cost saving venture. Half […]

Thirteen Things You Need to Know Before You Outsource

Thirteen Things You Need to Know Before You Outsource

While outsourcing is not rocket science, the truth is it is a nuanced science.  Outsourcing models are becoming trickier thanks to technology advances. What hasn’t changed is the difficulty in negotiating your way through an outsourcing contract. There are seemingly innumerable variables to consider and account for. But if you can get the basics right, […]

Ten Key Questions for Developing an Effective Service-Level Agreement

Ten Key Questions for Developing an Effective Service-Level Agreement

Service-level agreements (SLAs) have become a common part of outsourcing, cloud and other managed services agreements.  SLAs can allow customers to: •    Secure commitments to performance as measured against agreed metrics •    Create an incentive for suppliers to consistently meet those commitments, and •    Obtain options to take action to correct deficient performance However, a […]

A Unique SLA System that Incents Innovation. A Partnership that Delivers Real Value

A Unique SLA System that Incents Innovation. A Partnership that Delivers Real Value

2014 Outsourcing Excellence Awards Most Reliable Japan International Cooperation Agency and Accenture     “The start of the project was plagued with challenges, such as system down and a major earthquake. Accenture’s ability to confront these challenges head-on, then embark on a journey of improvement and innovation through JICA’s unique SLA approach, has resulted in […]

Tying the Knot on Service Levels and Business Satisfaction | Article

Tying the Knot on Service Levels and Business Satisfaction | Article

While companies are striving to acquire greater economic benefits from its IT, business operation end users rarely are concerned about technology delivery costs. Internal customers’ concern is: will IT work when it is needed without disrupting business operations. If IT services are disrupted, it is difficult to assess penalties on an internal IT delivery organization […]

Customizing Service Level Agreements | White Paper

Customizing Service Level Agreements | White Paper

Business models have changed. Businesses have transformed. The services that support businesses are delivering innovation. Why then have Service Level Agreements (SLAs) remained stodgy, reflecting little of the dynamism of current business norms? The reasons are not very obvious. SLAs define and bind the relationships between businesses and service providers. But their primary focus continues […]

Governance (Finally) Grows Up | Article

Governance (Finally) Grows Up | Article

Outsourcing processes are well-established and well-embedded in today’s organizations. That’s because the history of outsourcing is fairly rich — some global airlines like British Airways were outsourcing their business processes to companies in New Delhi in the 1980s. Yet, there isn’t a CIO around who won’t have a disaster story to narrate on their outsourcing […]

Seven Ways to Ruin an SLA Discussion | White Paper

Seven Ways to Ruin an SLA Discussion | White Paper

“Get over it: SLAs will make or break your business (and career).” I heard that from more than one of my managers early in my career, way back when “we’ve done this for 20 years, SLAs are a piece of cake!” was a standard way of thinking. If you still feel that way, you might […]