eSCM-SP (The eSourcing Capability Model for Service Providers) is a ‘best practices’ capability model for service providers in IT-enabled sourcing, which can be used as both an improvement roadmap and as a certification standard; it complements eSCM-CL for clients.
Providers of IT-enabled services and their clients; regardless of whether the service provider is an in-house provider, a shared services unit, or an outsourced or offshore service provider.
eSCM-SP is owned and supported by ITSqc, a spin-off from Carnegie Mellon University. Version 1.0 was released in 2001; the current version is version 2.02 (2009). The model has three purposes: to give service providers guidance that will help them improve their capability across the sourcing life-cycle, to provide clients with an objective means of evaluating the capability of service providers, and to offer service providers a standard to use when differentiating themselves from competitors.
Each of the Model’s 84 Practices is distributed along three dimensions: Sourcing Life-cycle, Capability Area, and Capability Level. Capability Areas provide logical groupings of Practices to help users better remember and intellectually manage the content of the Model. Service providers can then build or demonstrate capabilities in a particular critical-sourcing function. The ten Capability Areas are Knowledge Management, People Management, Performance Management, Relationship Management, Technology Management, Threat Management, Service Transfer, Contracting, Service Design & Deployment, and Service Delivery.
The five eSCM-SP Capability Levels indicate the level of an organization’s capability. Level 1 indicates that the organization is providing a service. A Level 2 organization has procedures in place to enable it to consistently meet its clients’ requirements. At Level 3, an organization is able to manage its performance consistently across engagements. Level 4 requires that an organization is able to add value to its services through innovation. Service providers at Level 5 have proven that they can sustain excellence over a period of at least two years, and has demonstrated this through successive certifications.
Scope and constraints
The guidance provided in the eSCM-SP can be applied by providers of IT-enabled services in almost all market sectors and service areas. The eSCM-SP has been designed to complement existing quality models.
Most quality models focus only on design and delivery capabilities: the eSCM-SP’s Sourcing Lifecycle includes Delivery, and also Initiation and Completion of the contract. The two phases are often the ones most critical to successful sourcing relationships. The Sourcing Lifecycle also includes Overall Practices, which span these Lifecycle phases. eSCM is twofold: eSCM-CL for Clients and eSCM-SP for Service Providers. These two models are consistent, symmetrical and complementary for each side of the client-provider relationship and this is the strength and the uniqueness of this model. Both models have been used to ensure alignment of processes to build stronger partnerships.
- Failing to define exact measures to be collected; the eSM-SP requires that organizations define the measures that they wish to collect to manage their service delivery and relationships.
- Provides requirements (i.e., Practices) for establishing service management processes, rather than providing processes as is done by other Frameworks, such as ITIL.
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Title: eSourcing Capability Model for Service Providers
Authors: Mark C. Paulk & Elaine Hyder & Keith M. Heston & Bill Hefley
Price: € 75,00
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