For IT Services Professionals

Primary Analyst Photo	Document Information	Rate this Document
	October 13, 2006 Creating An SOA-Enabled BPO Platform How Outsourcers Will Use Digital Business Architecture To Deliver BPO by Bill Martorelli with Christine Ferrusi Ross, Ronald J. Furstoss

This is an excerpt

Executive Summary

Vendors seeking to deliver business process services must contend with diverse and complex customer environments, including disparate business process platforms, nonstandard business processes, and customizations. Faced with these challenges — and forced to achieve one-to-many customer leverage in order to make money — BPO (business process outsourcing) providers are adopting layered service-delivery architecture capable of isolating them from complexity. An integration layer enabled by service-oriented architecture (SOA) represents the core of this emerging layer, but additional elements conducive to enabling BPO service delivery are also included. Because technology leverage is becoming so critical to delivering on BPO engagements successfully and profitably, customers should make evaluation of this architecture a key part of their vendor evaluation criteria. The impact of this approach will be most pronounced for suppliers serving major horizontals across multiple customers but will come to influence virtually all BPO delivery. Ultimately, vendor investments in this enabling platform will make BPO vendors better suppliers, and understanding BPO's importance will make customers better BPO consumers.

TABLE OF CONTENTS

• BPO Delivery Will Benefit From A Coherent Service-Delivery Architecture
• A Reference Service-Delivery Architecture For BPO Delivery Is Emerging
• BPO Providers Will Ultimately Converge On Digital Business Architecture
• Players In The BPO Supply Chain Are Already Responding

RECOMMENDATIONS

• Service-Delivery Architecture Will Separate BPO Leaders From Laggards
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.