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Assessing the Role of IT in BPO Success: 2008 Market Study Update

Business Process Outsourcing BPO is typically viewed - as the name implies - as a "Business" initiative. It is EquaTerra's position, however, that information technology IT, both as an organizational unit and a collective set of applications and systems, is a critical component of the success of any BPO effort....

Tags: Business Process, Market Study, BPO, Information Technology, EquaTerra, Business Process Outsourcing (BPO), Outsourcing, It Services, Operational Planning, Strategy, It Operations, Business Operations, Outsourcing & Subcontracting, Management

White papers 2008-03-17

EquaTerra Position: IT Assessments: The Pressure to Improve Never Stops

The value of IT assessments goes far beyond make-or-buy decisions. No matter which path one chooses - internal transformation, outsourcing, shared services or a combination thereof - IT assessments should remain an ongoing tool for ensuring that the solution achieves the results one intended. Astute assessments enable a deeper dive...

Tags: Assessment, Information Technology, EquaTerra, Strategy, Management

White papers 2008-03-04

EquaTerra Position: The Pros, Cons and Market Trending for Multi-Sourced ITO

As the Information Technology Outsourcing ITO market continues to expand and mature, an increasing number of buyers are finding themselves in multi-sourcing scenarios. Whether buyers arrive at this point by design or default, multi-sourcing introduces both additional opportunities and complexities into the ITO equation. At minimum, multi-sourcing mandates changes and...

Tags: Information Technology, Buyer, EquaTerra, Strategy, Outsourcing, Management, It Operations, Business Operations, Outsourcing & Subcontracting

White papers 2008-02-18

EquaTerra Position: Service Provider M&A - Change of Control Doesn't Have to Mean Loss of Control

The outsourcing service provider market has historically experienced a steady stream of Mergers and Acquisitions (M&As) which began to pick up in 2007. An M&A event can be worrisome for a buyer actively engaged with one of the parties involved, particularly if the provider is on the receiving end of...

Tags: M&A, EquaTerra, Mergers & Acquisitions, Outsourcing, Investment, Finance, It Operations, Business Operations, Outsourcing & Subcontracting

White papers 2008-02-18

IT Service Management - A Roadmap for Success

Information Technology Service Management ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services. It generally covers the "Back office" or the operational concerns of IT management. ITSM employs Information Technology Infrastructure Library ITIL best practices and typically extends into areas, such...

Tags: Information Technology, IT Service Management, EquaTerra, Information Technology Service Management, Strategy, Management

White papers 2008-01-20

Six Finance and Accounting (F&A) Outsourcing Myths Lay to Rest

"Outsourcing leads to a loss of control and with the advent of Sarbanes Oxley F&A outsourcing simply isn't viable." "Organisation would need to make a number of improvements to internal processes and systems before it could even consider outsourcing." "Outsourcing is something only large corporations consider and anyway isn't it...

Tags: Accounting, Finance, EquaTerra, Outsourcing, It Operations, Business Operations, Outsourcing & Subcontracting

White papers 2007-12-11

The Issue: Defining Next Generation Contact Center Strategies

Contact centers are a mission-critical component of any organization's operations regardless of whether they serve customers, business partners or internal employees. Yet stakeholders often remain dissatisfied with contact center performance. This is partially due to unrealistic expectations, but more often the result of poor and costly service. Over the past...

Tags: Contact Center, EquaTerra, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2007-09-01

Overcoming Resistance: Realizing the Benefits of a Global Distributed IT Services Model

Are companies today suffering from a kind of psychological "Resistance" when it comes to developing a distributed model for IT services delivery? Clinical psychologists tells one that resistance occurs when patients implicitly or explicitly fight the interventions that are intended to be therapeutic for them. It is tempting to see...

Tags: Information Technology, Benefit, EquaTerra, It Services

White papers 2007-09-01

To Recompete or Not to Recompete?: How to Ensure IT Outsourcing Value in the Public Sector

In the public sector, where it's often more about process than the business case, recompeting a current outsourcing relationship doesn't always make the most sense for ensuring continued value. Due to the cost and time investment in the recompete process, along with service disruption and declining performance risks, a recompete...

Tags: Public Sector, Information Technology, IT Outsourcing, EquaTerra, Outsourcing, It Operations, Business Operations, Outsourcing & Subcontracting

White papers 2007-09-01

Assessing the Role of Captive Operations in Global Service Delivery Models

Services are simultaneously climbing the value chain from transaction to more strategic, knowledge-based processes (e.g., R&D, financial analysis, marketing, market research). In response, many buyers are seeking to establish offshore captive operations, while others are divesting their captive centers, and still others are leveraging theirs to support partnerships with third-party...

Tags: Offshore, Operation, Knowledge, EquaTerra, Outsourcing, Business Process Outsourcing (BPO), Performance Management, Strategy, It Operations, Business Operations, Outsourcing & Subcontracting, Human Resources, Workforce Management, Management

White papers 2007-08-20

The Outsourcer's Guide to Success: Nine Factors for Great Governance

Organizations undertaking information technology and business process outsourcing understandably focus on "Doing the deal." This involves everything from finding and assessing service providers to selecting geographies to determining which services should be sourced, developing contracts and defining final service levels. But the hardest part of outsourcing occurs after the deal...

Tags: EquaTerra, Outsourcing Governance, Outsourcing, It Operations, Business Operations, Outsourcing & Subcontracting

White papers 2007-08-01

The Issue: How to Design and Deploy a Global Service Delivery Model

The business process and IT outsourcing markets have become globalized in the past 10 years. Just as BPO and ITO have become common and accepted tools that buyers should at least consider to enable process improvement and cost reductions, the global sourcing of BPO and ITO is becoming an option...

Tags: Sourcing, BPO, Buyer, EquaTerra, Business Process Outsourcing (BPO), Outsourcing, Purchasing & Procurement, It Services, Strategy, It Operations, Business Operations, Outsourcing & Subcontracting, Management

White papers 2007-07-01

Assessing the Role of Information Technology (IT) & Enterprise Software in BPO

The original market assessment findings illustrated that these BPO decision makers were very positive about the role of IT in general and enterprise software in particular in supporting BPO efforts. They clearly recognized that while BPO was focused on "business process," it was not advisable to disassociate it from the...

Tags: BPO, Enterprise Software, Information Technology, EquaTerra, Business Process Outsourcing (BPO), Outsourcing, It Services, It Operations, Business Operations, Outsourcing & Subcontracting

White papers 2007-05-01

Assessing the Role of Enterprise Software Applications in BPO

G2000 organizations undertaking Business Process Outsourcing BPO efforts have a variety of factors to consider when developing and implementing a strategy and plan of action. Some obvious points to consider are the reasons to pursue BPO, the business processes to consider outsourcing, the expected process improvement and cost-saving goals, and...

Tags: Business Process, BPO, Enterprise Software, EquaTerra, Business Process Outsourcing (BPO), Outsourcing, Operational Planning, It Services, It Operations, Business Operations, Outsourcing & Subcontracting

White papers 2006-05-01

Additional Resources

Outsourcing Expert Saves Clients 20 Percent of Governance Costs With OBA Solution

EquaTerra, a leading outsourcing consultant, wanted to give its clients a way to streamline and automate the implementation of its outsourcing best practices and recommendations - but existing tools weren't comprehensive enough. EquaTerra Governance WorkPlace 2007 is an Office Business Application that streamlines processes by automating governance activities with easily...

Tags: built-In, Microsoft Corp., Outsourcing Expert, EquaTerra Governance WorkPlace 2007, Outsourcing, It Operations, Business Operations, Outsourcing & Subcontracting

Case studies 2008-06-01

Rodney Dangerfield & IT Services: The Invisible Third Choice

In the 90s, a reporter at the Wall Street Journal once dubbed me, “The Queen of Outsourcing.”  The outsourcing market has changed quite a bit since then.  Today with outsourcing’s reputation under fire by American workers and, well, Lou Dobbs, I’m not sure I’d want that title again. Yet, when...

Tags: outsourcing, General IT Services, HRO, F&, A Outsourcing, Systems Integration, IT Consulting, Management Consulting, Applications Development, Applications Maintenance, IT Outsourcing, Interactive Agency, Web Services, SaaS, Offshoring

Blog posts 2006-11-01