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In order for small enterprises to realize the goals of an application maintenance outsourcing (AMO) initiative, it is important to ensure that the AMO provider is meeting the service levels outlined in the AMO service level agreement (SLA). One effective way to track provider performance is through the use of a performance scorecard (PSC). 

Info-Tech recently interviewed 10 IT professionals about their AMO initiatives, examined 10 SLAs and PSCs, and distilled these into best practices for using AMO PSCs. This research note includes:

  • A definition of a PSC.
  • Typical metrics included in AMO PSCs.
  • Recommendations for how to use AMO PSCs.
  • A link to a customizable AMO PSC template based on Info-Tech’s interviews with IT professionals in the field.

Effectively manage the AMO initiative by learning more about the benefits of PSCs.

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