{"product_id":"9781484208021","title":"Managing Your Outsourced IT Services Provider: How to Unleash the Full Potential of Your Global Workforce","description":"\u003cp\u003e\u003cem\u003e\u003c\/em\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003eManaging Your Outsourced IT Services Provider\u003c\/em\u003e teaches executives and managers of organizations how to unleash the full potential of their outsourced IT services workforce and IT-enabled business processes safely and profitably. Drawing on two decades of experience managing client relationships for global IT services companies, Venkatesh Upadrista guides outsourcing organizations around the hazards of geographic distance, linguistic miscommunication, organizational mismatch, and functional disparity between receiver requirements and provider capabilities.\u003c\/p\u003e\u003cp\u003eThe first half of the book describes what an outsourcing organization needs to know about the IT services providers industry in general to deal intelligently with specific providers: namely, the industry’s organizational types, strategic drivers, competitive labor market constraints, and tactics for hitting P\u0026amp;L targets. The second half of the book teaches outsourcers how to evaluate prospective providers, craft service level agreements, formalize best practices, and manage the full gamut of receiver─provider relationships to optimize outcome in terms of cost, timeliness, and quality of services received.\u003c\/p\u003e\u003cp\u003eThe descriptions and prescriptions in \u003cem\u003eManaging Your Outsourced IT Services Provider\u003c\/em\u003e apply equally to onshore and offshore outsourcing, but examples and case studies focus on offshoring. In addition, Upadrista analyzes the advantages, disadvantages, and special considerations and caveats of single provider outsourcing and captive centers.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cul\u003e\u003c\/ul\u003e\u003cp\u003e\u003c\/p\u003eWhat you’ll learn\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003eManaging Your Outsourced IT Services Provider\u003c\/em\u003e will show IT services receivers how to excel in the following areas:\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eGauging the suitability of your prospective provider’s business knowledge\u003c\/li\u003e\n\u003cli\u003eEngaging and managing the service delivery interfaces at the various staff levels of your provider’s organization\u003c\/li\u003e\n\u003cli\u003eExtracting full value, efficiency, and prioritization from the various divisions of your IT services provider using a mixed team operating model\u003c\/li\u003e\n\u003cli\u003eSetting your financial targets and control your costs for maximum ROI\u003c\/li\u003e\n\u003cli\u003eCrafting, negotiating, and enforcing SLAs that define appropriate service parameters, KPIs, and penalties and oblige your provider to innovate and to accommodate changes in your business processes\u003c\/li\u003e\n\u003cli\u003eRecognizing and minimizing risks such as vendor lock-in, breach of confidentiality, IP transfer, and key employee attrition\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003e\u003c\/p\u003eWho this book is for\u003cp\u003e\u003cem\u003eManaging Your Outsourced IT Services Provider\u003c\/em\u003e is designed for executives and managers of organizations outsourcing their IT services, including CIOs, project managers, and business heads. \u003c\/p\u003eTable of Contents\u003cul\u003e\n\u003cli\u003eThe Organization of IT Services Providers\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eThe Profit-and-Loss Constraints on IT Services Providers\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eProviders’ Tactics and Tricks for Hitting P\u0026amp;L Targets\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eThe Operational Parameters of IT Services Providers\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eThe Organization of IT Services Receivers\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eSelecting Your IT Services Provider\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eUnderstanding Your IT Services Provider\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eMapping and Managing Your Service Providers\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eThe Captive Center Alternative\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eYour Exit Plan\u003cp\u003e\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003eOpting for a Single IT Services Provider\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Apress","offers":[{"title":"Default Title","offer_id":47130229539056,"sku":"9781484208021","price":27.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781484208021_p0.jpg?v=1763631899","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781484208021","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}