Improve Service Management Processes To Gain Greater Agility In Multisourcing

In outsourcing, service management processes regulate collaboration and communication between all the parties involved in service delivery. In staff-augmentation models, all of these processes are the client's ownership, but in managed services relationships, especially in multisourcing environments, the provider(s) takes on more of these responsibilities. This results in a need for greater collaboration and for all parties to agree to clear interface definitions for the most important processes. More detailed interfaces reduce the amount that service delivery providers communicate indirectly via the client, and thus drive greater direct collaboration, increased agility, and faster delivery. This report offers best practices for integrating external vendors and internal service delivery units into existing service management, managing multisourcing service environments, and getting all the parties involved to collaborate effectively.