eSCM-CL: a Capability Model empowering IT-enabled-services Sourcing

Organizations are increasingly delegating their information technology (IT) intensive business activities to external service providers to take advantage of the rapid evolution of the global telecommunications infrastructure and emerging information and communication technologies (ICT) capabilities. The business processes being outsourced range from routine and non-critical tasks, which are resource intensive and operational, to strategic processes that directly impact revenues. Managing and meeting client expectations are major challenges in sourcing of IT-enabled services, and examples of failure abound.

The eSourcing Capability Model for Client Organizations (eSCM?CL) is a “best practices” capability model with two purposes: (1) to give client organizations guidance that will help them improve their capability across the sourcing life-cycle, and (2) to provide client organizations with an objective means of evaluating their sourcing capability. The ultimate success of the Model will be demonstrated when Model adopters see fewer sourcing relationships that end due to deficiencies in service providers’ performance, more effective and efficient management of service providers, better relationships between client organizations and their service providers, and increased business value arising from client organization’s sourcing activities.

The eSCM-CL was developed by a consortium led by Carnegie Mellon University’s Information Technology Services Qualification Center (ITSqc). This work began in March 2003. Data collection activities have included an extensive review of the published literature; interviews with clients, service providers, and advisors; and multiple workshops with global participation. This document presents the architecture and rationale for the eSCM-CL. The current version, the eSCM-CL v1.1, is composed of 95 Practices that address the critical capabilities needed by clients of IT-enabled services. This document provides valuable information about the eSCM?CL, its implementation, and methods to evaluate and certify client organizations.

Source: ITSqc

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