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Assessing client maturity: a key to successful outsourcing

Komporozos-Athanasiou, Aris

HPL-2007-124

Keyword(s): ITIL; IT outsourcing; client maturity; SLAs; open analytics

Abstract: The IT Infrastructure Library (ITIL) has been adopted as the de facto standard for IT Service Management (ITSM). This Paper discusses the value of ITIL-based maturity assessments for the IT service recipient in an outsourcing arrangement. We present the Client Outsourcing Maturity Model (COMM), a three-dimensional framework developed at HP Labs, and we provide an example of its assessment methodology results. The benefits from using COMM as a pro-active tool for understanding and defining outsourcing needs are discussed. Publication Info: 14th HP SUA Workshop, 8- 11 July 2007, Munich Germany

8 Pages

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