Wednesday, March 13, 2002
Exciting Documents. Although I am pursuing my Oracle Certified Professional training by day, I continue to research topics of professional interest in the evenings. I recently discovered a few treasures that will excite anyone in concerned with outsourcing and service level management:
- Capability Model for IT Enabled Outsourcing Service Providers is the most exciting of the bunch. This PDF document is Part I of a two part set, and provides an overview of the initiative called the eServices Capability Model. Part II of the document set is titled Practices. Other documents of interest include: IT Services Qualification Center and Capability Models, which is intended as a CIO-level briefing presentation, and a pared-down version of the same presentation that gives a quick overview. The eService Capability Model bibliography is also valuable. My question is simple: how will this initiative affect the work done to date on the IT Service CMM, which is sponsored by the Software Engineering Research Centre (SERC)? We've discussed the IT Services CMM in previous entries.
- ITIL Compared to the CMM is an interesting comparison of the IT Infrastructure Library, the UK standard for service level management, to the CMM. In view of the existing eServices Capability Model and IT Service CMM initiatives, it appears that all parties should get together and come up with one standard. My vote is for the IT Service Management Forum as the governing body. This international organization has been at the forefront of setting international, standardized service management processes and has the credibility to sort out the best practices among the contending models and craft them into a seamless standard. See my 13 March 2002 entry in Postcards from the Revolution for more about the ITIL.
- Who, What and When to Outsource is an objective paper that discusses considerations in the decision of whether or not to outsource, and what should be outsourced.
- Test of Trust provides additional insights that outsourcing decision makers will find invaluable. The whitepaper on contract risk management puts a fine point on the issues and considerations surrounding outsourcing.
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