Managing Business Support Services

Content

• Part One: Strategic Options
  • Introduction
  • 1.1 The business case for outsourcing
  • 1.2 Outsourcing evolution
  • 1.3 Supporting outsourced services
  • 1.4 Managing cost
  • 1.5 Where in the world?
  • 1.6 The myths of outsourcing
  • 1.7 New technology
• Part Two: Good Practice in Outsourcing
  • Introduction
  • 2.1 Applications management
  • 2.2 Data centre services
  • 2.3 Distributed and desktop services
  • 2.4 Networks
  • 2.5 Security
  • 2.6 Finance and administration
  • 2.7 Human resources
  • 2.8 Supply chain management
  • 2.9 Business fusion
• Part Three: Successful Outsourcing
  • Introduction
  • 3.1 Defining an outsourcing strategy
  • 3.2 From thought to outsource
  • 3.3 Creating a robust contract
  • 3.4 A structure for success
  • 3.5 Effective governance
  • 3.6 The human side of outsourcing
  • 3.7 Successful Transition
• Part Four: Case Histories
  • Introduction
  • 4.1 Britannic Assurance
  • 4.2 CESPA
  • 4.3 The Coal Authority
  • 4.4 Corus
  • 4.5 Dara
  • 4.6 GM Europe
  • 4.7 Hydro One
  • 4.8 Mercedes-Benz USA
  • 4.9 Ontario Power Generation
  • 4.10 Prudential
  • 4.11 Sprint
• Part Five: Appendices
  • I Transformational Outsourcing - An IDC White Paper
  • II Capgemini locations