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ITEyewitness: A Guide to Good Governance in Outsourcing ContractsPublished by: IDC Published: Mar. 11, 2008 - 13 Pages Table of ContentsTable of Contents IDC Opinion In This Study Situation Overview The Use of Outsourcing in Australia and New Zealand Figure: The Use of Outsourcing in Australia and New Zealand What Is Governance? The Value of Governance in Outsourcing Contracts Figure: Criteria Used to Measure Value in an Outsourcing Relationship (% of Responses) Figure: Perception of Problems Resulting in Failure of Outsourcing Contracts (% of Responses) Future Outlook Changing Expectations for Outsourcing Relationships Addressing Multisourcing Challenges Through Operational Level Agreements within the Governance Framework Defining Operational Level Agreements Figure: Structured Governance Establishing Operational Level Agreements Figure: Operational Level Agreement Framework Structuring the Program Governance Office Table: Checklist: A Program Governance Office Should Help an Organisation Realise These Benefits Essential Guidance Learn More Related Research Synopsis AbstractThis IDC study discusses the importance of creating a robust but flexible governance model to meet the changing needs of both the end-user organisation and the service providers in outsourcing contracts. The study highlights some best practices in defining the governance framework especially within multisourced environments and provides a checklist to assist an organisation in realising the full benefits of a program governance office. "The disparity between expectations and performance is not new to the IT outsourcing market. IDC's research has shown that there has been a long-term gap between what outsourcing clients expect and the services that are actually received. A robust governance model can provide the ability to resolve conflicts, steer the relationship as the business conditions change, and help work towards common objectives," states Melissa Martin, senior market analyst, Enterprise End-User Programmes, IDC Australia. Get Full Details About This Report >> |
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