Solving outsourcing problems
Managing outsourcing contracts can be a tricky process even when they're
going well. But when there's a problem, the issue of identifying who is
accountable can be particularly thorny. Compuware is experienced in resolving
outsourcing problems by finding exactly where the fault lies and helping
you manage it to resolution.
The value of managed services to the public sector is readily apparent.
They provide an excellent way of managing elements of the IT infrastructure
cost-effectively, without draining already stretched resources further.
Little wonder, then, that the popularity of outsourcing continues to rise.
However, making things work in practice often takes a great deal of effort
- despite the promises of managed service providers to reduce the management
burden. That's particularly true when there's a problem: who is to blame?
Where does the fault lie? And who is responsible for managing it to solution?
In such situations, deadlock invariably results - immediately impacting
service levels and damaging the relationship in the long term. Compuware
can help you resolve that deadlock, accurately, professionally and independently.
Identify the real issue
Often when there's a service problem, one of the biggest challenges is
to identify the real issue. Each different party invariably blames one
another, making it very difficult to see behind the smoke and mirrors.
Compuware simply seeks to trace the problem from the user perspective,
identifying precisely where the performance issue is, thus enabling all
parties involved to move to resolution faster.
Provide an independent perspective
As a third party, with experience of working both as a partner to managed
service providers and to government organisations, Compuware is recognised
as providing an independent perspective on service challenges. We have
been called in both by the supplier and the end customer to mediate and
resolve long standing and last minute issues.
Propose a practical solution
Having identified the issue, Compuware consultants are well equipped
to propose a practical solution to the problem, that reflects the nuances
of the working relationship and the business requirements of the customer.
|
