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IT Infrastructure Outsourcing

D7

Manage the outsourcing of IT infrastructure component(s) to a cloud or externally managed and hosted environment.

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for IT Infrastructure Outsourcing at each level of maturity.

2Basic
  • Practice
    Put in place a team to run a pilot to:- Decide what are the most suitable components of the IT infrastructure to outsource.- Document requirements for cost, quality, performance, and so on.- Select a provider.- Outsource the chosen IT infrastructure.
    Outcome
    A basic outsourcing process for the IT infrastructure is in place for selected components as follows:- Requirements are documented for both scope and service levels.- Terms, conditions, and pricing are agreed.- Formal processes for change management, incident management, configuration, and problem management are in place.
    Metrics
    • # of IT infrastructure candidates.
    • # of suppliers for IT infrastructure outsourcing.
3Intermediate
  • Practice
    Develop a standard IT infrastructure outsourcing approach to document the requirements, select a supplier, and complete the transition.
    Outcome
    A standardized outsourcing approach is in place, which typically provides the following:- A governance model that defines, for example, communication levels, escalation processes, and so on.- Process and service responsibilities between the organization and the service provider are documented and agreed.- Service levels are defined and reported for most services.
    Metrics
    • % of the IT infrastructure successfully outsourced.
    • # of active suppliers for IT infrastructure outsourcing.
4Advanced
  • Practice
    Develop a comprehensive approach to partner with suppliers to document, select, transition, and maintain the desired level of IT infrastructure outsourcing.
    Outcome
    IT infrastructure outsourcing uses partners that support innovation and improvement opportunities, and fosters a relationship that increases efficiency and the quality of the service provided.
    Metrics
    • % of suppliers rated as partners.
    • # of joint innovations implemented.
5Optimized
  • Practice
    Use research and experimentation to proactively optimize the IT infrastructure outsourcing model to take advantage of new and improved offerings with a group of committed delivery partners.
    Outcome
    The IT infrastructure outsourcing model is continuously reviewed, improved, and optimized for the benefit of the organization and its delivery partners.
    Metric
    % cost savings achieved by optimization.