Assessing client maturity: a key to successful outsourcing

[摘要] The IT Infrastructure Library (ITIL) has been adopted as the de facto standard for IT Service Management (ITSM). This Paper discusses the value of ITIL-based maturity assessments for the IT service recipient in an outsourcing arrangement. We present the Client Outsourcing Maturity Model (COMM), a three-dimensional framework developed at HP Labs, and we provide an example of its assessment methodology results. The benefits from using COMM as a pro-active tool for understanding and defining outsourcing needs are discussed. Publication Info: 14th HP SUA Workshop, 8- 11 July 2007, Munich Germany 8 Pages

[发布机构] HP Development Company

[学科分类] 计算机科学（综合）

[关键词] ITIL;IT outsourcing;client maturity;SLAs;open analytics