Mixing It Up with Insource, Outsource, and Offshore
EquaTerra

Most research shows that offshoring and outsourcing are clearly the next wave of improvement initiatives for delivery of support services, but how…

Why IT Does Matter in BPO
EquaTerra

IT plays a critical role in any outsourcing effort. Organizations engaged in or pursuing business process outsourcing (BPO) must ensure that…

Why and How Outsourcing Management and Governance is Critical to Outsourcing Success
EquaTerra

Organizations undertaking information technology and business process outsourcing typically are very focused on "doing the deal." This involves…

Outsourcing Management Software Tools: An Executive Point of View
EquaTerra

Large-scale, complex outsourcing deals have produced equally complex management issues. Indeed, the leading cause of missed expectations in…

Drive Value with Outsourcing Management Tools
EquaTerra

There is much discussion in the marketplace about outsourcing management and governance (OM/G). Many organizations mistakenly assume they…

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.…

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…

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…