Service Level Agreements (SLA) insights & best practices

Midsized Firms Benefit from Outsourcing

J Ben Trowbridge

Midsized businesses frequently have the same challenges that larger organizations have. At some point, they have to standardize their internal services, like HR, in order to scale or control costs. Enter outsourcing benefits. Outsourcing the build and then taking it

Combating the “Hidden” Costs of Managing Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

Industry media, especially over the past two years, often points out that a significantly high number of outsourcing arrangements do not deliver the promised cost savings due to “hidden” costs associated with managing the relationship. This is especially true, the

Why Companies Need to Leverage Information as a Strategic Enterprise Asset

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Organizations now value their information assets as much as their traditional ones, aligning access to information to their strategic objectives. But challenges stand in the way of smooth information management. Srini Pallia shares solutions.

Crucial Moments in Outsourcing Relationships

Outsourcing Center, Kathleen Goolsby, Senior Writer

After buyers and service providers begin working together, they find aspects about each other and the relationship they hadn't anticipated and planned for or issues about which they had mistaken assumptions. Outsourcing Center surveyed 64 buyers on what caused those

How an Offshoring Relationship Grew from a Low-Cost Provider to Strategic Partner

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Barclays Global Retail Bank wanted to consolidate its Indian suppliers. It bought a 50 percent share in Intelenet Global Services to accomplish that. By the time it sold its share, the two had developed such trust the bank allowed Intelenet

Good Governance, By Design

Linda Tuck Chapman, President, ONTALA Performance Solutions Ltd.

The biggest challenge with service provider governance is designing a good program that minimizes the increased workload of already-stretched resources. Linda Tuck Chapman shares how to design and deploy a governance program that focuses on service provider performance and risk

How Flexibility Helped a Groundbreaking Outsourcing Relationship Work

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Flexibility started early. This was a ground-breaking contract in 1999. With no paradigm, it didn't take long for the two to realize they made a mistake in scope. Flexibility allowed a 180-degree term. Eleven years later the relationship is going

How Outsourcing Helped a New Company Deal with a Major Challenge

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Talecris was a spin-out. The new company had a drop-dead date to separate its IT systems from its parent. This was a complex challenge with much risk. Three weeks after the cut-off date, Talecris faced a business challenge that easily

How a Well-Planned Outsourcing Transition Weathered a Changing Economy and Vendor Challenges

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

There are always unanticipated challenges in even the most well-thought-out transition. This relationship faced two major ones. First, a software vendor tried to extract $300,000 from Dell Services by forcing it to pay a licensing fee. Then, the global recession

How Outsourcing IT Applications Helps Working Families in Oklahoma

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

The Oklahoma Department of Human Services used paper claims to process payment to 4,300 childcare providers who watched 43,000 kids. Some had to wait six weeks to get paid! In addition, childcare claims accounted for 20 percent of the workload

Get 3 Free Quotes
Book a Call
Get Resource Kit