Cutter Consortium :: Managing Outsourcing Expectations: Productivity Benchmarks, Baselines, Service Levels, and Other Quandaries

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Managing Outsourcing Expectations: Productivity Benchmarks, Baselines, Service Levels, and Other Quandaries

by Michael C. Mah

That is the question for many corporations. Understanding IT alignment and productivity issues is becoming increasingly vital in helping CEOs and CIOs decide on whether to outsource and, if so, what should be outsourced. If they pursue the course, expectations will be high. These expectations are likely to manifest themselves through specific service level agreements (SLAs) within an outsourcing contract. It is vital to get these expectations right and effectively manage contractual promises and their associated risks.

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Managing Outsourcing Expectations: Productivity Benchmarks, Baselines, Service Levels, and Other Quandaries October 1999

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Cutter Consortium, founded in 1986, is a global IT advisory firm helping organizations forge solutions to the business technology challenges they face. Through its research, consulting, and training, Cutter assists enterprises as they create, implement, and maintain IT systems and organizations that support business objectives and encourage innovation. Cutter pushes the thinking in the field by fostering debate and collaboration between thought leaders from different domains, countries, and disciplines. As a completely independent entity that has no special ties to vendors, Cutter Consortium is beholden to no one and dedicated to providing completely objective, unbiased information to its clients. Cutter Consortium gives you access to the top thinkers in IT.

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