Our white papers contain practical avice and guidance to help you with your IT performance challenges. Contact us for copies of any of the following:

Insource like an Outsourcer

In the current 'cost down' environment many organisations are looking at the options to reduce their IT cost base without degrading service. Outsourcing has long been a popular model for companies looking to optimise IT service provision. However for a variety of reasons, outsourcing is not an option for some organisations. This does not mean that these organisations cannot take advantage of many of the approaches that outsourcers use to optimise their services.

This practical paper illustrates over 20 key practices typically used by outsourcers that can be used or adapted by in-house and shared services organisations.

We're meeting the SLA so why does the business still hate us ?

Whilst meeting your SLAs is a good start it’s only a small fraction of the picture when it comes to good Service Management. Many organisations implement frameworks such as ITIL only to find themselves still on the back foot when it comes to dealing with the business. In addition to providing some potential answers to the question above, this white paper describes a framework wider than the typical best practice process focused models that may help you move your service management to another level.

A Global Delivery Framework

Global delivery offers major benefits to large and medium sized enterprises but the challenges are numerous. This paper describes the key do's and dont's and provides a framework in which to implement global delivery.

Service Management Moments of Truth

Read this pactical paper to gain insight into how a small number of things at specific points in the service lifecycle typically have a disproportionately large impact on defining the strength and quality of your client/supplier relationships, both internal and external.

Understand how to identify these ‘moments of truth’ in your own client / supplier relationships and lLearn how to focus you delivery or vendor management framework to effectively manage the moments of truth and bring success to your relationships.

Essential reading for all senior relationship managers.

Sourcing for Medium Sized Enterprises

For many years large enterprises have levergaed a variety of sourcing approches to delivery their IT strategy, e.g. captive or outsourced global delivery models. With the proliferation of multi-sourcing options and increasing business pressures, there is an opportunity for many medium sized enterprises to review and enhance their sourcing model to reduce costs and deliver greater business benefits through their sourcing approach. In reality, many could leverage these models. However, the experience and processes to improve the sourcing strategy do not always exist within medium sized organisations.

This paper describes the opportunities and a typical framework that can be applied by a medium sized enterprise to its sourcing strategy.

Audience: Any IT or procurement manager or executive needing to optimise their soourcing approach or taksed with delivering increased benefit and reduced cost.

Contact us for any or all of the above papers.