2, Knowledge Management, knw01, Ongoing, 4, Policy, Share knowledge, Establish and implement a policy to share knowledge among srakeholders. 3, knw 1 The esourcing Capability Model for Service Providers (escm SP) v i The escm SP v Model Overview The esourcing Capability Model for Service. The eSourcing Capability Model for Service Providers (eSCM-SP) V, Part 1 – Model Overview. CMU-ITSQC Pittsburgh, PA: IT Services Qualification.

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In global sourcing there are many potential cultural differences between service providers, clients, end-users, suppliers, and partners. A common source of failure fscm sourcing engagements is a difference in expectations between the client, the service provider, and the suppliers and partners. Sourcing Phases and Organizational Elements. Monitoring and controlling activities to consistently meet the service delivery commitments. Other standards that have been recently released or under development that may be pertinent to IT-enabled services include the following:.

The escm SP v Model Overview – PDF

No dp of this publication may be ps, reproduced, More information. Comparison of Frameworks 41 Table v2.10. The reasons cited for failure are remarkably similar across all types of relationships. Major challenges for the service provider include keeping pace with rapid changes in technology and effectively managing the technology infrastructure while changes are incorporated.

This initial framework enabled analysis of Practice coverage escn provided a structure for communicating the escm SP to various audiences. Rigorously analyzing the reasons for termination and taking action based on the findings helps to prevent issues from recurring with other clients and ensure the long-term success of the service provider.

While most of the literature review was conducted during the development of v1. Collaborative Virtual Teams Executive Summary Every support executive is well aware of the immense challenges of delivering effective and efficient customer More information.


Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University. On an ongoing basis, this is done to continually improve the organization s capabilities and demonstrate to clients that the current service provider is the organization best equipped to meet clients changing needs.

Often, one of these providers is internal and the other is external to the client.

January 13, Contents Executive summary. Major changes are made available for public review before being finalized. Reviewing service design and deployment to ensure adequate coverage of the requirements.

Historically there has been no quality model that has focused on sourcing issues as a whole, so clients and service providers have attempted with varying success to apply other quality frameworks to address these issues.

In November the escm v1. Pilot evaluations of the Model and the certification method, and the certification of two organizations have provided information that was used to further refine the escm SP and certification method. During Delivery the organization delivers service according to the agreed-upon commitments.

The Customer Operations Performance Center COPC provides a comprehensive, measurement-driven, performance management system for customer-centric service operations such as customer contact centers and transaction processing centers [COPC ].

For example, prf01, Engagement Objectives, addresses defining and communicating engagement objectives.

Successful service providers rigorously control the transfer of services and resources to ensure that the new service provider is able to adequately deliver the service and that service continuity is maintained. Esfm of sourcing relationships 15 Table 1.

The escm SP v2.01: Model Overview

The escm SP v2. Simultaneously, competitive pressures have driven organizations to find the most cost-effective way to get the IT-enabled services they need while maintaining or improving their quality of service. Heston, and Mark C. Internal use Permission to reproduce this document and to prepare derivative works from this document for internal use is granted, provided the copyright and No Warranty statements are included with all reproductions and derivative works.


Managing rapid technological shifts and maintaining the s, reliability, accessibility, and security of technology. Managing the BYOD trend successfully. Successful sourcing engagements monitor the satisfaction levels of the stakeholders to identify problems and take action.

Successful service providers address this concern by making provisions for capturing and transferring knowledge back to the client during contract completion. COPC framework 54 Table In addition to these factors, recent advances in network security, leased lines, and storage have made it technically easy to outsource [Gardner ].

An important aspect of being competitive is demonstrating financial stability and longevity. Twenty percent of respondents to an InformationWeek survey said that their outsourcing experiences had not met their expectations. It provides a cohesive set of best practice guidance drawn from the public and private sectors across the world.

Transforming your Metrics Program with the right set of Silver Bullets. This Practice is engagement-specific and happens during all phases of an engagement.

Proactively Enhancing Value 33 Table 3. This is particularly the case between clients and service providers, but is also important for all suppliers and esc, involved eecm the sourcing relationship.

IT organization has a long trouble to improve service level to their customers without adding cost, reducing quality or introducing. For this reason the first dimension of the escm SP Practices highlights where in the Sourcing Life-cycle each Practice is most relevant.

High employee turnover jeopardizes the service provider s ability to meet its clients requirements, and undermines their expected gains and performance levels.