eSourcing Capability Model for Service Providers (eSCM-SP)
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Elaine Hyder, Mark Paulk, Keith Heston, Bill Hefley
2009
Model | Book
ITSqc Series - VanHaren Publishing
Abstract
Organizations are increasingly delegating their information technology (IT)
intensive business activities to external service providers to take advantage of
the rapid evolution of the global telecommunications infrastructure. The
business processes being outsourced range from routine and non-critical tasks,
which are resource intensive and operational, to strategic processes that
directly impact revenues. Managing and meeting client expectations is a major
challenge in sourcing of IT-enabled services, and examples of failure abound.
The eSourcing Capability Model for Service Providers (eSCM-SP) is a “best
practices” capability model with three purposes: (1) to give service providers
guidance that will help them improve their capability across the sourcing
life-cycle, (2) to provide clients with an objective means of evaluating the
capability of service providers, and (3) to offer service providers a standard
to use when differentiating themselves from competitors.
The eSourcing
Capability Models were originally developed at Carnegie Mellon University. In
November 2001 the eSCM-SP v1.0 was released. After significant evaluation and
revision, the eSCM for Service Providers (eSCM‑SP) v1.1 was released in October
2002. The current version, the eSCM-SP v2, is composed of 84 Practices that
address the critical capabilities needed by IT-enabled service providers. This
document provides valuable information about the eSCM-SP, its implementation,
and methods to evaluate and certify service providers.
The eSourcing Capability Model for Service Providers (eSCM-SP) is a
“best practices” capability model developed to give IT-enabled sourcing service
providers guidance toward improving their capability across the sourcing
life-cycle. This helps service providers differentiate themselves from
competitors. Additionally, it provides clients with an objective means of
evaluating service providers’ capabilities. It is comprised of 84 Practices that
address the critical capabilities needed by IT-enabled sourcing service
providers. This document contains the details of the 84 eSCM-SP Practices. Each
Practice is arranged along three dimensions: Sourcing Life-cycle, Capability
Area, and Capability Level. The Sourcing Life-cycle is divided into Initiation,
Delivery, and Completion, plus Ongoing, which spans the entire life-cycle. The
ten Capability Areas are logical groupings of Practices that help users to
remember and intellectually manage the content of the Model. The five Levels,
numbered 1 through 5, describe an improvement path that progresses from a
limited capability to deliver a service that meets a client’s particular
requirements up to the highest level of sustaining excellence over time.
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