Figure Out Whos Who

By Wayne Kiphart  |  Posted 2011-01-24 Print this article Print

Step No. 3: Figure out who's who

Create an action plan that you can use to compare different providers' offerings and service-level agreements (SLAs). Be sure you compare apples to apples. Don't underestimate the value that services delivered on Information Technology Infrastructure Library Version 3 (ITIL V3) standards will bring and how that affects your service levels. Also, take a close look at response times compared with resolution times.

Step No. 4: Get your feet wet

Once you've assessed your pain, determined your costs and developed a plan, it's time to make your move. Don't take on too large a task for your first time out but choose a task that can be measured.

Communication is important so assign an internal contact to work with the outsourcing provider. Make sure to select someone who can explain the company's core objectives at the outset. Be sure to update the service provider on a regular basis over time, overseeing the service provider's work as if the outsourcing partner is an employee.

When managed correctly, outsourcing defined IT functions to an IT provider can result in significant cost savings of as much as two-thirds of the cost of doing everything in-house. To realize these savings, however, you have to perform the up-front work of determining what to outsource, who will manage the outsourcing partner and how you will more strategically use your internal IT staff going forward.

Wayne Kiphart is the Vice President of Managed Services for Logicalis. He can be reached at

Wayne Kiphart is Vice President of Managed Services at Logicalis. He can be reached at

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