Outsource Systems Management to Improve Capabilities and Reduce Costs

Outsourcing is like a marriage. Treat it like a partnership, not a competition.


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Your Challenge

  • Some enterprises end up dissatisfied with outsourcing due to misunderstanding of requirements.
  • Outsourcing often leads to unanticipated costs.
  • Vendor dependency will prevent switching at a later date.
  • Changing vendors due to unmet expectations can be very costly.
  • Organizations are frequently not adequately prepared to hand over services.

Our Advice

Critical Insight

  • Outsourcing is not a typical vendor/client relationship. It is a partnership and must be treated like a collaboration rather than a simple exchange of money and services.
  • Most organizations have not yet reached the maturity level required to outsource services effectively and need to take more time documenting their environment and their needs.
  • Doing what you do best and outsourcing the rest isn’t always the best advice. Instead, outsource those things that you do not do well as well as those things that do not drive revenue. Then reallocate the recovered resources to more strategic initiatives.

Impact and Result

  • Perform the necessary pre-work to set your outsourcing initiative up for success.
  • Prepare for key objections by having a strong stakeholder management strategy.
  • Understand how to engage with your vendor to ensure productive collaboration rather than conflict.

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Get to Action

  1. Assess whether outsourcing will help achieve the organization's goals

    Decide whether or not to proceed with outsourcing systems management.

  2. Build the business case for outsourcing systems management

    Win over stakeholders and secure buy-in.

  3. Identify a best-fit service provider with an optimized RFP

    Identify vendors that will meet the organization’s needs.

  4. Ensure collaborative engagement with win/win contract design

    Build a contract that protects the organization's interests and meets its requirements while avoiding hidden costs

  5. Plan the transition to a managed service provider

    Have a streamlined plan to transfer services to a third party with minimal disruption.

Guided Implementation icon Guided Implementation

This guided implementation is a five call advisory process.

  • Call #1: Interpret the results of the decision-making tool with an Info-Tech analyst

    Discuss the results of your criticality and capability assessment and determine the greatest opportunity for your organization to outsource. Review how criticality and internal capabilities will affect your vendor management strategy.

  • Call #2: Have an Info-Tech analyst review your project charter to identify gaps and opportunities

    A well-developed project charter can make all the difference between a smooth take-off and a failure to launch. Info-Tech’s analysts are ready to help by watching for common mistakes and oversights.

  • Call #3: Review your RFP with an Info-Tech analyst to ensure complete coverage

    Make sure that you’re asking for the right things. An Info-Tech analyst can review your draft RFP and make sure your solution will be designed to meet your needs.

  • Call #4: Review your contract with an Info-Tech analyst and ensure you’ve covered all the bases

    Vendor lock-in and hidden costs can destroy the value of your outsourcing project. Let an Info-Tech analyst guide you through the contract evaluation process and ensure that you’ve avoided all of the potential traps.

  • Call #5: Verify your road map with an Info-Tech analyst to identify potential challenges and pitfalls

    Make sure that your road map is complete and comprehensive. Identify any areas of risk and ensure that you have a strategy to implement the transition as smoothly as possible.

Onsite Workshop

Module 1: Assess Whether Outsourcing Will Help You Achieve Your Systems Management Goals

The Purpose

  • Identify goals for systems management.
  • Determine rationale for outsourcing.
  • Assess criticality of core systems.
  • Assess current capabilities.
  • Assess fit for outsourcing.

Key Benefits Achieved

  • Understand the benefits and challenges of outsourcing.
  • Gain recommendations around how outsourcing may fit into the current approach to systems management.

Activities: Outputs:
1.1 Discuss systems management goals
1.2 Discuss benefits and risks of outsourcing
1.3 Perform a criticality assessment
  • Completed criticality assessment
1.4 Perform a capabilities assessment
  • Completed capability assessment
1.5 Interpret the results of the decision matrix
  • Reviewed decision matrix

Module 2: Build a Project Charter to Communicate the Value of Outsourcing

The Purpose

  • Identify organizational and stakeholder needs.
  • Determine desired project outcomes.
  • Assess the impact of outsourcing.
  • Identify risks and constraints.

Key Benefits Achieved

  • Understanding of how to approach stakeholders strategically to secure buy-in.
  • Identify and mitigate risks and constraints.
  • Develop meaningful project goals.

Activities: Outputs:
2.1 Establish baseline KPIs
  • Project scorecard
2.2 Perform a stakeholder analysis
  • Completed stakeholder analysis
2.3 Determine desired project outcomes
  • Validated project goals
2.4 Assess the impact of outsourcing on people, processes, and technology
  • Finished impact assessment
2.5 Identify risks and constraints that will affect success
  • Completed project charter

Module 3: Find and Select a Best-Fit MSP with an Optimized RFP

The Purpose

  • Determine and document what needs to be included in an effective RFP.

Key Benefits Achieved

  • Understand what to look for in an RFP.
  • Develop sufficient information to prepare the vendor to effectively determine costs and find a best-fit solution.

Activities: Outputs:
3.1 Document the current environment
  • Present state diagram
3.2 Collect and review service obligations
  • Service Levels Summary
3.3 Clarify vendor/client responsibilities
  • Vendor/Client RACI Chart
3.4 Understand how to use the scoring tool
  • RFP Scoring tool

Module 4: Learn the Best Approach for Evaluating MSP Contracts

The Purpose

  • Build a plan to successfully engage the vendor.
  • Understand best practices in reviewing MSP contracts.

Key Benefits Achieved

  • A vendor engagement plan to ensure ongoing communication with the service provider.
  • Understand how to avoid common contract pitfalls.

Activities: Outputs:
4.1 Discuss the importance of a full-time vendor management role
4.2 Create a vendor engagement plan
  • Vendor engagement plan
4.3 Devise an exit strategy
  • Vendor exit strategy
4.4 Discuss common contract pitfalls
  • Contract checklist

Module 5: Plan the Transition to a Managed Service Provider

The Purpose

  • Devise a plan to effectively transition systems management to a third-party provider.

Key Benefits Achieved

  • A documented plan of action to hand over services to an MSP.

Activities: Outputs:
5.1 Collect, evaluate, and revise current SOPs
  • Modified, visual SOPs
5.2 Determine project milestones
  • Project milestones
5.3 Build the outsourcing roadmap
  • Project roadmap

Workshop Icon 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 road map in place to complete your project successfully.

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