Process Change & Development

In leading organizations through the process of outsourcing, or insourcing developing and changing processes is a key part of the program. As an example, whenever an organization is transitioning their operations from in-house to an external IT service provider they must move from being a hands-on technology and operations organization to more of a governing organization. 

Processes, people, skills, organizational design and many cultural aspects of the organization must change to accomplish this. Changing to a governing organization means that as an organization you are now focused on areas like service level tracking, financial management, contract changes, project authorization and tracking, deliverables tracking, relationship management, risk management, etc. 

To accomplish this vendor management processes are typically organized into four categories which are Relationship Management, Financial Management, Contract Management and Service Delivery Management. There is a list of processes under each category totaling about 35 individual processes.

The maturity, or existence of these processes within the organization is mapped, then they are developed, or changed as needed based on the mapping. After that there is a skills mapping done to show where there are skills gaps and then staffing or training programs are developed. 

Organizations that realize the importance of managing their IT service providers effectively get the most out of their contractual arrangements with the least risk.