Align Client and Provider Perspectives Best Practices in IT Outsourc
This book develops a common understanding between the client and the provider in each of the four stages of strategic outsourcing. These stages range from discovery, where the parties envision their future collaboration; planning, where they lay the groun
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Align Client and Provider Perspectives Best Practices in IT Outsourcing
Align Client and Provider Perspectives
Lionel Haas
Align Client and Provider Perspectives Best Practices in IT Outsourcing
Lionel Haas Bern, Switzerland
ISBN 978-3-319-92063-4 ISBN 978-3-319-92064-1 https://doi.org/10.1007/978-3-319-92064-1
(eBook)
Library of Congress Control Number: 2018948199 # Springer International Publishing AG, part of Springer Nature 2018 Some icons in figures were generously provided by Swisscom, with reprint in the book kindly permitted. This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Printed on acid-free paper This Springer imprint is published by the registered company Springer International Publishing AG part of Springer Nature. The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Preface
Literature treats outsourcing from either the client side or from the provider side. It can even treat outsourcing from both sides but then with a side-by-side approach, where the client requests services and the provider supplies them through a contract. This rather technical approach may be suitable when the client outsources non-core, non-strategic IT functions which are just expected to run, but it does not address the real challenges of an outsourcing where the dynamics of change is key for the client’s business. In such a case, the traditional client–provider relation with two distinct operating models connected through loose interfaces is just not viable, and it becomes compulsory to recognise the existence of an enlarged company with a unique and integrated operating model, the ultimate aim being to have information flow seamlessly from the business users requesting the services to the service units delivering them. This is made possible by aligning the delivery organisations at the parties’ interface so that individuals on both sides und
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