Managing Your Outsourced IT Services Provider

1. Front Matter

   Pages i-xii

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2. Understanding the Outsourced IT Service Provider Industry

   1. Front Matter

      Pages 1-1

      PDF

   2. The Organization of IT Service Providers

      • Venkatesh Upadrista

      Pages 3-19

   3. The Profit-and-Loss Constraints on IT Services Provider Organizations

      • Venkatesh Upadrista

      Pages 21-32

   4. IT Service Provider Organizations’ Tactics and Tricks for Hitting P&L Targets

      • Venkatesh Upadrista

      Pages 33-41

   5. The Operational Parameters of IT Service Providers

      • Venkatesh Upadrista

      Pages 43-51

3. Unleashing the Full Potential of Your IT Service Providers

   1. Front Matter

      Pages 53-53

      PDF

   2. The Organization of IT Service Receivers

      • Venkatesh Upadrista

      Pages 55-62

   3. Selecting Your IT Service Provider

      • Venkatesh Upadrista

      Pages 63-69

   4. Understanding Your IT Service Provider

      • Venkatesh Upadrista

      Pages 71-75

   5. Mapping and Managing Your Service Providers

      • Venkatesh Upadrista

      Pages 77-98

   6. Captive Center Management

      • Venkatesh Upadrista

      Pages 99-110

   7. Exit-Plan Testing

      • Venkatesh Upadrista

      Pages 111-120

   8. Opting for a Single IT Service Provider

      • Venkatesh Upadrista

      Pages 121-131

4. Back Matter

   Pages 133-136

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Managing Your Outsourced IT Services Provider teaches executives and managers of organizations how to unleash the full potential of their outsourced IT services workforce and IT-enabled business processes safely and profitably. Drawing on two decades of experience managing client relationships for global IT services companies, Venkatesh Upadrista guides outsourcing organizations around the hazards of geographic distance, linguistic miscommunication, organizational mismatch, and functional disparity between receiver requirements and provider capabilities.

The first half of the book describes what an outsourcing organization needs to know about the IT services providers industry in general to deal intelligently with specific providers: namely, the industry’s organizational types, strategic drivers, competitive labor market constraints, and tactics for hitting P&L targets. The second half of the book teaches outsourcers how to evaluate prospective providers, craft service level agreements, formalize best practices, and manage the full gamut of receiver─provider relationships to optimize outcome in terms of cost, timeliness, and quality of services received.

The descriptions and prescriptions in Managing Your Outsourced IT Services Provider apply equally to onshore and offshore outsourcing, but examples and case studies focus on offshoring. In addition, Upadrista analyzes the advantages, disadvantages, and special considerations and caveats of single provider outsourcing and captive centers.

<p><strong>Venkatesh Upadrista</strong> is a global client executive at CapgeminiFinancial Services in Amsterdam. He was formerly a global solutions manager atTata Consultancy Services, a client partner at Wipro Services, a CIO partner atMcKinsey &amp; Co., and a manager at Cognizant Technology Solutions. He is theauthor of <em>Managing Offshore DevelopmentProjects</em> and <em>Distributed Agile: TheProven Agile Software Development Approach and Toolkit for GeographicallyDispersed Teams</em>. Upadrista took his degree in mathematics and computerscience from Andhra University.</p>

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