How to Design and Optimize Your Global Service Delivery Models
EquaTerra

In the past 10 years, business process and IT outsourcing markets have become globalized, raising some key issues for outsourcing buyers. How can…

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

Empirical evidence demonstrates that the benefits of a distributed IT services model are considerable—yet many companies still resist the change.…

How to Define Your Next Generation Contact Center Strategies
EquaTerra

A contact center is a mission-critical component of any organization’s operations—regardless of who they service. Yet stakeholders often remain…

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

For many organizations, undertaking IT and business process outsourcing involves everything from finding and assessing providers, to selecting…

Taking a Reality Check on Today’s Outsourcing Market
EquaTerra

Despite rumors to the contrary, IT and business process outsourcing markets are delivering much of their promised value. But when buyers…

Measuring the ROI of Internal ITIL Investments
EquaTerra

The Information Technology Infrastructure Library (ITIL) provides a common process framework for driving service quality improvements and cost…

Assessing the Role of IT and Enterprise Software in BPO
EquaTerra

IT plays a critical role in any business process outsourcing (BPO) effort—it’s the backbone that supports the transactional operations of…

ITIL and Its Impact in a Multiprovider Environment
EquaTerra

The Information Technology Infrastructure Library (ITIL) has become an answer for many IT departments trying to solve their business problems.…