Elements and Performance Criteria
- Direct the strategic planning for outsourced ICT services
- Identify the ICT services to be outsourced
- Establish the criteria for the outsourcing model
- Critically analyse the impact on the current organisational environment
- Select an appropriate business model for outsourcing, against the identified criteria
- Research the appropriate ICT service providers (vendor evaluation), against the identified criteria
- Develop the strategic plan for outsourced ICT services
- Lead the risk management of outsourced ICT services
- Specify the relevant security requirements
- Lead the development of the change management strategy
- Negotiate the performance, and a security strategy, with the ICT service provider
- Ensure that the risk assessment process for outsourced services complies with organisational policy
- Ensure that risk mitigation addresses the identified risks
- Monitor the performance levels of the outsourced ICT service performance agreement
- Develop external ICT service provider SLAs
- Ensure that the external ICT service provider agreed performance levels are maintained
- Monitor the setting, tracking and management of SLAs, as an important part of outsourcing relationship management (ORM)
- Ensure the continuous improvement of outsourced ICT services