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Outsource Network Management

Outsource network management for optimal availability, reliability, and performance, but keep a firm hand on governance to maintain accountability and control.

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  • Ning Su, Assistant Professor of Information Systems, Ivey Business School
  • Yeona Jang, Professor of Practice, Information Systems, Desautels Faculty of Management, McGill University
  • Dr. Ali Reza Montazemi, Professor of Information Systems, DeGroote School of Business, McMaster University

Your Challenge

  • Outsourcing is a multi-faceted process, with an inherent level of associated risk.
  • Although outsourcing is often viewed as a viable option to increase network management performance and efficiency, there are a number of preventative measures that must be taken prior to starting the outsourcing process.
  • Without careful planning and due diligence regarding what to outsource, which vendor to use, and how to govern the outsourcing relationship, your organization will not succeed.

Our Advice

Critical Insight

  • Performing due diligence in deciding what to outsource leads to higher success rates.
  • Outsourcing cannot be performed with a set-and-forget mentality.
  • Failure is inevitable. Rather than point blame, collaborate with your vendor to continuously improve and prevent the situation from occurring again.

Impact and Result

  • Perform an in-depth business analysis and assessment of your organization’s current state in order to determine whether or not you are ready to outsource your network management services.
  • Ensure that the vendor’s SLA meets your requirements by performing all necessary due diligence prior to signing the vendor.
  • Develop a transition strategy that takes people, process, and technologies into account, and establish a strong governance structure to keep the project on track.
  • Continuously monitor and manage your vendor to achieve higher levels of performance productivity moving forwards.

Research & Tools

1. Make the case for outsourcing network management services

Determine whether or not your organization will look to outsource (and what services).

2. Develop the business case and RFP

Review your business case, RFP, and bid process.

3. Evaluate RFP responses and select a vendor

Review the contract prior to signing the vendor.

4. Develop an action plan

Build the steps in the outsourcing process.

5. Implement and monitor project success

Assess current implementation challenges.

Guided Implementations

This guided implementation is a five call advisory process.

Call #1 - Make the case

Scoping call; assess the current state; make the case to outsource.

Call #2 - Develop the business case and RFP

Scoping call; review your business case; review your RFP.

Call #3 - Select a vendor

Scoping call; review your vendor shortlist; finalize the contract.

Call #4 - Develop a transition plan

Scoping call; discuss changes to your people, processes, and technology; finalize your action plan.

Call #5 - Implement and measure success

Scoping call; discuss implementation challenges and metrics; evaluate project success for continuous improvement.

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Make the Case

The Purpose

  • Determine whether your organization is ready to outsource its network management services.
  • Compare current state of network management to the target state and analyze how the gaps can be filled.
  • Determine which components should be outsourced.

Key Benefits Achieved

  • Full assessment and analysis of the organization’s current situation.
  • Final decision on whether or not to outsource network management services.




Evaluate current network management state.

  • Evaluation of network management capabilities.

Assess the outsourcing decision.


Determine which components will be outsourced.

  • Decision regarding whether or not the company should choose to outsource, and if so, which components should be outsourced.

Module 2: Develop the Business Case and RFP

The Purpose

  • Build the structure around outsourcing services within network management.
  • Determine what the key criteria should be with respect to the creation of the RFP.

Key Benefits Achieved

  • Business buy-in to be able to start the outsourcing process.
  • Developed project structure and outline.
  • Set of project steps as you move towards outsourcing network management.




Build the business case document.

  • Business Case.

Create the RFP.

  • RFP document.

Module 3: Select a Vendor

The Purpose

  • Select a vendor based on technical, qualifying factors as well as its strategic fit with your organization.
  • Review the contract prior to signing in order to ensure a mutually beneficial partnership moving forwards.

Key Benefits Achieved

  • Knowledge of vendor market and the competitive landscape.
  • Contract/SLA review and signing of finalized vendor.




RFP review.


Shortlisting vendors.


Final vendor selection.

  • Vendor(s) selected.

Contract negotiation.

  • Reciprocal understanding and acceptance of SLA terms.

Module 4: Develop a Transition Plan

The Purpose

  • Facilitate the move from in-house to third-party vendor.
  • Plan for any potential risks and problematic areas.
  • Develop a set of standards for internal communications.

Key Benefits Achieved

  • Guidelines for how to proceed with the network management transition.
  • Identification of potential risks, and development of appropriate mitigation strategies should they arise.




Development of an outsourcing strategy.


Creation of an outsourcing network management roadmap.

  • Network management outsourcing roadmap.

Module 5: Implement and Measure Success

The Purpose

  • Ensure the project remains sustainable throughout the future by performing consistent review points/checkpoints to keep vendor performance on track.
  • Enable organization to achieve optimal performance levels and close any gaps that exist.

Key Benefits Achieved

  • Procedures for conducting service reviews with vendor.
  • Increased performance levels within outsourced network management services.




Establish a set structure for vendor relations and communication.

  • Vendor communication plan.

Evaluation of outsourcing performance using metrics.

  • Vendor performance review.
  • Procedures surrounding the annual service review.

Search Code: 75658
Published: August 7, 2014
Last Revised: January 29, 2015