Assessing client maturity: a key to successful outsourcing

Komporozos-Athanasiou, Aris

HP Development Company

关键词: ITIL;    IT outsourcing;    client maturity;    SLAs;    open analytics;   

RP-ID  :  HPL-2007-124

学科分类：计算机科学（综合）

美国|英语

来源: HP Labs

【 摘 要 】

The IT Infrastructure Library (ITIL) has been adopted as the de facto standard for IT Service Management (ITSM). This Paper discusses the value of ITIL-based maturity assessments for the IT service recipient in an outsourcing arrangement. We present the Client Outsourcing Maturity Model (COMM), a three-dimensional framework developed at HP Labs, and we provide an example of its assessment methodology results. The benefits from using COMM as a pro-active tool for understanding and defining outsourcing needs are discussed. Publication Info: 14th HP SUA Workshop, 8- 11 July 2007, Munich Germany 8 Pages