Forrester

For Sourcing & Vendor Management Professionals

Report:Selecting The Right Service Level For Your Outsourcing Model

Many sourcing professionals ask Forrester about the "standard" service levels that should guide their outsourcing relationships. Yet in practice, the efficiency and effectiveness of service-level...

• Downloads: 601

For Sourcing & Vendor Management Professionals

Report:Mitigate Risk And Maximize Value In Service-Level Definitions

Today's Outsourcing Service Levels Don't Cover Client's Business Needs

As more companies build out IT and business service catalogs, the business relevance of strong service levels is increasing. Unfortunately, most service levels are poorly defined and don't support...

• Downloads: 628
• Comments: 1
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For Sourcing & Vendor Management Professionals

Report:Market Overview: European IT Infrastructure Outsourcing

Several forces are slowly transforming the stable but growing market for IT infrastructure services in Europe, including the rising profile of offshore suppliers, maturing global delivery,...

• Downloads: 1331

For Sourcing & Vendor Management Professionals

Report:Benchmarking Within The Sourcing Life Cycle

Forrester clients often tell Forrester that they have a strong demand for service price information and a high interest in comparing their existing business and IT services with the market. Many of...

• Downloads: 323

For Sourcing & Vendor Management Professionals

Report:Create An Effective Sourcing Strategy

Strategic Plan: The SVM Practice Playbook

As more and more companies rely on external suppliers to facilitate core business operations, the need for a clearly defined sourcing strategy is more important than ever. Successful companies have...

• Downloads: 442
• Comments: 1
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For Sourcing & Vendor Management Professionals

Report:Negotiating Desktop Outsourcing Deals

Impact Factors Help You Decide When To Accept Standard Offers And When To Require Custom Solutions

Many companies are unprepared when they start their outsourcing initiatives, lacking a structured way to consider the major factors that will affect their outsourcing needs. This lapse leads to...

• Downloads: 518

For Sourcing & Vendor Management Professionals

Report:Case Study: Best Practices In Managing Outsourcing Service Levels

DLR IT Refines Its Service Management Framework

IT plays a critical role in the development programs of DLR (Deutsche Gesellschaft für Luft-und Raumfahrt), the German aerospace center. DLR relies heavily on its IT organization to provide its...

• Downloads: 493

For Sourcing & Vendor Management Professionals

Report:Use Service-Level Credits And Incentives To Manage The Value In Outsourcing Relationships

Service-level credits and incentive models are important tools to help outsourcing clients increase business alignment and enforce service-level achievement. Although we speak with many clients who...

• Downloads: 384

For Sourcing & Vendor Management Professionals

Report:How To Implement Successful Innovation In Outsourcing Relationships

Differentiate Between Continuous Improvement And Innovation

This report outlines Forrester's solution for sourcing and managing IT services providers. It is designed to help sourcing and vendor management (SVM) pros develop the appropriate contractual terms...

• Downloads: 475
• Comments: 2
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For Sourcing & Vendor Management Professionals

Report:Critical Sourcing Decisions Depend On Your Application Portfolio Analysis

In the realm of IT services sourcing, the strategic decisions and vendor selection process for your company's applications and infrastructures are perhaps the most important. Your service...

• Downloads: 234
• Comments: 2
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For Sourcing & Vendor Management Professionals

Report:Service Pricing Models Are The Key To Outsourcing Flexibility

With the right pricing models, sourcing and vendor management (SVM) professionals can build the foundation for flexibility in infrastructure outsourcing contracts. Flexibility has different flavors,...

• Downloads: 757

For Sourcing & Vendor Management Professionals

Report:The Forrester Wave™: Global IT Infrastructure Outsourcing, Q1 2011

IBM Leads A Closely Packed Group Of Suppliers

In Forrester's 36-criteria evaluation of global IT infrastructure management vendors, we found that IBM leads a closely packed group of leaders including HCL, Capgemini, Wipro, Infosys, TCS,...

• Downloads: 3203
• Comments: 4
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For Sourcing & Vendor Management Professionals

Report:Services Contract Structure Checklist

Forrester regularly advises clients on contract best practices for outsourcing deals related to application and infrastructure services. In our reviews, we see many instances where clients have...

• Downloads: 66

For Sourcing & Vendor Management Professionals

Report:Maximize Value With IT Services Contractual Terms

Contractual Terms: The Services Sourcing Playbook

A contract is the foundation of any outsourcing relationship. It describes all aspects of the engagement, including the scope of work to be performed, the obligations of all participating parties,...

• Downloads: 470
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For Sourcing & Vendor Management Professionals

Report:Selecting The Right Pricing Models For Infrastructure Services

Pricing models, especially in infrastructure outsourcing contracts, are the key to making outsourcing progressive, agile, and flexible. Alternatively, they can be the root cause for a static...

• Downloads: 558

For Sourcing & Vendor Management Professionals

Report:Sourcing Responsibility Assessment Tool

At Forrester, we see a lot of focus on the standardization of application and infrastructure service outsourcing agreements, particularly related to service-level agreements (SLAs), contract terms...

• Downloads: 41
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For Sourcing & Vendor Management Professionals

Report:Align Services Sourcing With Internal Capabilities

Strategic Plan: The Services Sourcing Playbook

Sourcing and vendor management (SVM) professionals need to know their strategic objectives before starting a new sourcing initiative. But making a smart sourcing decision depends on many factors,...

• Downloads: 222
• Comments: 2
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For Sourcing & Vendor Management Professionals

Report:Negotiate A Successful IT Services Outsourcing Contract

Negotiations: The Services Sourcing Playbook

Outsourcing contract negotiation is the most important step in the sourcing life cycle. The negotiation phase defines and confirms the whole outsourcing relationship and determines the outsourcing...

• Downloads: 520
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For Sourcing & Vendor Management Professionals

Client Inquiry:Industry Benchmark Data For Desktop Support Services

Do you have industry benchmark data regarding proper IT staffing levels for desktop support services, specifically for end user support teams for asset management?

For Sourcing & Vendor Management Professionals

Report:Assess Your Outsourcing Maturity To Improve Your Outsourcing Relationships

Today, many companies see outsourcing as a strategic function and seek help from IT services providers to build and operate their IT environment. Yet the result of the outsourcing trend is the...

• Downloads: 171
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For Sourcing & Vendor Management Professionals

Report:The Forrester Wave™: Global Workplace Services, Q1 2013

Evaluating Leading Providers Amidst A Category Redefinition

Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

• Downloads: 215
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For Sourcing & Vendor Management Professionals

Report:Application Portfolio Analysis Tool

In IT services sourcing, the strategic decisions and vendor selection process for your company’s applications and infrastructures (A&I) are critical. Your service requirements and ability...

• Downloads: 37

For Sourcing & Vendor Management Professionals

Report:Outsourcing Maturity Assessment

This tool assesses clients' outsourcing maturity level, identifies clients' weaknesses, and automatically prioritizes those weaknesses based on clients' scores. Additionally, it...

• Downloads: 17
• Comments: 2
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For Sourcing & Vendor Management Professionals

Report:The Forrester Wave™: North American Workplace Services, Q2 2013

Evaluating Leading Providers Amidst A Category Redefinition

Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

• Downloads: 109

For Sourcing & Vendor Management Professionals

Client Inquiry:Desktop And Infrastructure Support

Are companies doing a PC refresh as part of their support model using the same resources or is a refresh treated as a separate project? In addition, are business projects also implemented by the same...