Managing Your Outsourced IT Services Provider teaches executives and managers of organizations
how to unleash the full potential of their outsourced IT services workforce and IT-enabled
business processes safely and profitably. Drawing on two decades of experience managing client
relationships for global IT services companies Venkatesh Upadrista guides outsourcing
organizations around the hazards of geographic distance linguistic miscommunication
organizational mismatch and functional disparity between receiver requirements and provider
capabilities. The first half of the book describes what an outsourcing organization needs to
know about the IT services providers industry in general to deal intelligently with specific
providers: namely the industry s organizational types strategic drivers competitive labor
market constraints and tactics for hitting P&L targets. The second half of the book teaches
outsourcers how to evaluate prospective providers craft service level agreements formalize
best practices and manage the full gamut of receiver provider relationships to optimize
outcome in terms of cost timeliness and quality of services received. The descriptions and
prescriptions in Managing Your Outsourced IT Services Provider apply equally to onshore and
offshore outsourcing but examples and case studies focus on offshoring. In addition Upadrista
analyzes the advantages disadvantages and special considerations and caveats of single
provider outsourcing and captive centers.
