Editorial

Important aspects when implementing IT outsourcing

In an IT outsourcing project, various aspects need to be considered during implementation so that it is successful in the end and all parties involved benefit – be it the outsourcing company or the external provider.

Create interfaces during the transition and transformation

During the transition, the IT infrastructure is transferred from the software development outsourcing services company to the external provider. The provider takes over the operation of the IT infrastructure and thus also the complete operational responsibility. During the transformation, the contractually agreed activities are then also implemented.

In the area of  transition, where it is often just about the pure transfer of operations from the company to the outsourcing partner, the function of the service desk plays an important role from a procedural point of view. Why? Since the transition and transformation represents the transition to the external provider, a complete transfer has not yet taken place during this period and a communicative interface is necessary in the event of any problems and questions. In the case of incident and change management in particular, it is important to create interfaces between the tools that are required to support the processes and thus represent a more effective framework for action during the transition from the outsourcing company to the external provider.

Prepare the underlying contracts carefully and create a common basis of trust with the external provider

The basis of the cooperation between the outsourcing company and the external provider is always the corresponding contract. This should be documented in a transparent and understandable way so that there is a mutual understanding of what services are to be provided, to what extent and at what quality. Obligations to cooperate of both parties or the departments involved should be described and be comprehensible. In addition, the provision of the service must also be reportable and measurable by means of service level agreements. This is the only way for the outsourcing company to ensure that the specified goals and measures have also been implemented by the external provider.

Keep contract and supplier management in-house

When outsourcing IT, it should be ensured that contract and supplier management as well as performance management remain in the outsourcing company. This serves to ensure transparency about the outsourcing contracts and to keep track of the quality of the service provided by the suppliers and to intervene if problems arise. Check more if needed.

Set up a suitable knowledge management before the corresponding knowledge leaves the company

The transfer of staff, if planned, is one of the greatest challenges in the implementation of an IT outsourcing project. If, for example, customer-specific special knowledge is required for the operation, it is important to identify the employees with this knowledge and to ensure that they are transferred to the external provider. The transfer of employees also means that the future model of service provision will inevitably give way to a formalized and process-oriented approach, since “old colleagues” become “new suppliers” and processes can therefore take longer and nothing can be implemented free of charge. However, potential fears of the employees can be cushioned by strict and clear communication within the framework of change management.

Develop your own sourcing strategy

It is important to develop a target-oriented sourcing strategy during the planning phase and to implement this as part of the outsourcing. A company often wants to outsource either for cost reasons or in relation to core competencies. Therefore, the question of what and to what extent something should be outsourced is always a strategic question that can only be answered individually for each company.

Digitization requires flexibility, agility and innovation

One trend that can be seen is that hybrid sourcing models are becoming increasingly popular – for example, a mix of business process outsourcing for one area, but also involving start-ups or specialists for the other area. The connection of new technologies, such as cloud services, virtualization, bring-your-own-device, IaaS, PaaS and SaaS are becoming increasingly important. As a result, the outsourcing partners are forced not only to implement the need for innovation, but also to offer it proactively.

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