You often hear the statement that service level agreements for cloud services (Cloud Service SLAs) are too “vague”. For example, it is claimed that the provision of the service and quality expected by the customer cannot be ensured due to unclear regulations. However, SLAs must be clearly defined and their degree of achievement must be…
If IT services are outsourced to service providers, these also have to be managed. The provider manager plays a central role in the organization of the outsourcing company. He is the central contact person for a service provider, monitors its performance and initiates any necessary service changes. After specifying the role and selecting the personnel,…
When having done IT-Outsourcing – measuring success correctly is not easy. In most companies, the success of IT outsourcing is measured by the cost savings realized. It must be ensured that the scope and quality of the service also meet the customer’s requirements. After outsourcing, internal IT checks this based on SLA reports from the…
When being involved in a transition – successful acceptance tests cannot be taken for granted. Clients know the situation: IT services were outsourced to an IT service provider. However, the acceptance of the IT services in the transition phase is not running smoothly. Typical weaknesses are lack of documentation, insufficient personnel resources, missing measuring equipment.…
IT Service Manager versus Provider Manager: in many companies the terms Service Manager and Provider Manager are used for roles in the IT area. Since there is no accepted standard definition for these terms, the understanding of the roles they refer to in companies varies greatly. Sometimes they are used synonymously for one and the…
When companies outsource IT services, they often expect the external provider to provide the same service as it was previously provided by their own IT department. This so-called classic outsourcing forces the provider into a customer-specific corset. This limits the potential for optimization and cost savings. Standardized Managed Services offer an efficient and attractively priced…