A facilitated 360° assessment offering usable advice to uplift the quality of the collaboration and relationship between the internal IT department, the business and your strategic IT service providers

  • How do you rate your service providers’ performance and how do you assess your internal IT capabilities and outsourcing behaviour?
  • How do your service providers assess your IT capabilities and outsourcing behaviour and how do they rate their own performance?
  • How can perception gaps be explained and how does the providers’ performance benchmark against the IT outsourcing market?

An outsourcing relationship needs to be actively managed while building on strong governance, mature processes, savvy leadership, adequate tools and appropriate skills.

6 weeks from baseline to actionable plan, followed by regular progress measurements

  1. Online survey for the client’s internal IT department, the business and the strategic IT service providers allowing parties to assess their own performance and the performance of the other
  2. Interviews with key client stakeholders and key provider personnel to get an in-depth understanding of the relationship (IT, service provider, business)
  3. Health check report: comprehensive outcomes presentation with both client’s and service provider’s scores, and a comparison with market benchmark. Analysis of both parties’ strengths and weaknesses, together with a suggestion for a road to improvement
  4. Health check and action plan workshop: Discussions between the internal IT department and the business, and/or the service provider, leading to the creation of a joint improvement action plan
  5. Follow-up measurements (every 6 or 12 months): Re-run the survey, measure progress against the baseline (on performance scores and on the progress of the improvement action plan), update the plan accordingly
360° assessment of your strategic IT service provider’s performance and of your own IT governance capabilities and maturity
Assessment of client’s capabilities/maturity in view of outsourcing relationships

  • Business relationship management (capabilities, demand forecasting, etc.)
  • Delivery of change projects (functional, architectural, technical skills, etc.)
  • Service delivery management (team effectiveness, meeting and reporting structure, etc.)
  • Behaviour in an outsourced model (demarcation of responsibilities, cooperation, etc.)
  • Contract & commercial management (operational, tactical and strategic supplier relationship management)
  • Innovation (governance, process, funding, etc.)
Assessment of performance of IT service providers by the client and provider(s)

  • Service delivery: quality, skills, maturity, people retention, escalation process, service management, reporting, etc.
  • Relationship: account management, leadership, proactivity
  • Commercial: price level, contractual flexibility
  • Transformation: transformational capabilities, innovation, business understanding
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