Gartner analysts go one-on-one with each Keynote guest. Trends confirmed. Illusions shattered. News broken.
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Outsourcing is now a popular business strategy. This track will present the best reasons for and practical application of outsourcing in today's business environment.
Any IT or business manager who is responsible for outsourcing strategies and decisions
Tutorial: Business Process Outsourcing: What Small and Midsize Businesses Need to Know
(03E)
3:30 pm - 4:30 pm 23 March 2003
Brown, Robert
BPO is the fastest-growing external service worldwide. As SMBs increasingly source full business processes from External Service Providers, it is critical for them to understand how BPO can impact their company. This presentation covers key definitions, market trends, drivers and inhibitors, SMB demand analysis, and the competitive landscape of BPO ESPs in the SMB space.
- Why does BPO matter to the sourcing strategy of SMBs?
- What are the key SMB BPO demand trends?
- Who are the current ESPs offering BPO in the SMB space?
Tutorial: Evaluating External Service Providers: Turning Chaos Into Order
(04E)
5:00 pm - 6:00 pm 23 March 2003
Stone, Lisa
Many buyers of IT services find it difficult to differentiate one vendor's offerings from another's. Others are confused as to when, if ever, it is appropriate to shortcut the vendor evaluation process. This tutorial will teach service buyers what empirical data they need BEFORE they begin the evaluation process, what activities are critical for the process, and how to create an evaluation process that is both comprehensive and adaptable. We will also identify behaviors that facilitate the identification of the strategic and tactical values of the deal, from both a buyer and a seller perspective.
- What prerequisites must exist to begin the ESP evaluation process?
- What tasks and processes must be completed as part of a comprehensive evaluation of the appropriate ESPs?
- What behaviors and attitudes should the buyer adopt and look for from the ESP during the evaluation process?
Lead Presentation: Outsourcing Strategies and Challenges
(13F)
11:30 am - 12:30 pm 24 March 2003
Cohen, Linda
While outsourcing has become mainstream business strategy, many enterprises are developing the wrong deals with the wrong vendors. This session will discuss what's working, what's not and why.
- What are the current trends in outsourcing?
- What should be externally sourced, and what is the risk?
- How will IT organizations skill up to multisourcing in the future?
- How can you assure quality service in a multisourced enterprise?
Vendor Solution Presentation: Reksoft: Reksoft Case Study: Managed Offshore Services On Demand
(14B)
12:45 pm - 1:45 pm 24 March 2003
Diane Hartingh, VP American Management Systems Healthcare Solutions Group, will discuss how the group utilizes managed offshore development on demand to leverage key in-house resources and optimize staff to respond to rapidly changing customer demands.
SORC Marketplace Presentation: Evaluation and Selection -- Techniques for Success
(MTP01A)
5:15 pm - 5:30 pm 24 March 2003
Andersen, Michael
This presentation will be a reinforcement of the thought leadership Gartner has provided around alternative methods and techniques to the RFP process.
- Recognition that RFPs do not constitute evaluating the relationship fit.
- Techniques to include evaluation of the 8 basic needs.
- How do we translate the lessons learned from ITO to BPO.
SORC Marketplace Presentation: Business Case -- Art or Science?
(MTP04A)
6:30 pm - 6:45 pm 24 March 2003
Campbell, Chris
Outsourcing decisions are typically accompanied by an economic justification or business case. The presentation will discuss the key elements of a business case and the leverage points or key assumptions that are the essential building blocks. Savvy decision-makers will test and challenge these assumptions so that knowing how to defend them is critical to the success of the business case.
Network Service Providers: Is AT&T The Only "Safe" Choice?
(22H)
10:00 am - 11:00 am 25 March 2003
Pultz, Jay
With the market in turmoil, enterprises are anxious that their network service providers (NSPs) will fail. Should enterprises be hopeful as NSPs emerge from bankruptcy? NO! But the industry will regain its health from a re-evolution of network services. We explore how and when this turnaround takes place, which NSPs will be left standing -- and how enterprises should best cope in the meantime.
- Through 2008, what key drivers will reshape network services and providers?
- During the planning period, how will enterprise network services change?
- By 2008, which NSPs will survive (and thrive)?
- Which best practices will enterprises adopt to deal with the NSP crisis and prepare for next-generation network services?
SORC Marketplace Presentation: Measurement Trends in Outsourcing
(MTP09B)
12:50 pm - 1:05 pm 25 March 2003
Ackerman, David
With benchmarking clauses being implemented, prices are being impacted as more outsourced engagements are measured. Get current feedback on the trends in pricing and what is impacting the pricing of engagements.
Service levels in current engagements are changing. What are the trends in the level of service in outsourcing engagements? Understand the dynamics of service levels tracked by Gartner with the Gartner SL100 service level database of contracted service levels.
SORC Marketplace Presentation: Business Case -- Art or Science?
(MTP15B)
3:20 pm - 3:35 pm 25 March 2003
Campbell, Chris
Outsourcing decisions are typically accompanied by an economic justification or business case. The presentation will discuss the key elements of a business case and the leverage points or key assumptions that are the essential building blocks. Savvy decision-makers will test and challenge these assumptions so that knowing how to defend them is critical to the success of the business case.
Outsourcing Contracts That Create Gain, Not Pain
(27D)
5:00 pm - 6:00 pm 25 March 2003
Ambrose, Chris
In an outsourced environment, the enterprise's ability to respond quickly and adequately to changing market conditions can be hampered by inflexible, outdated approaches to contracting. Creating contracts that will deliver on today's requirements, yet be responsive to future demands, is the imperative of both the enterprise and the external service provider. This presentation will address creating flexible, responsive contracting approaches to outsourcing.
- What are the drivers that require a flexible contract approach to outsourcing, and how will the approach help manage deal risk?
- What key characteristics differentiate the different types of outsourcing contracts?
- What are the best practices that help develop a flexible outsourcing relationship?
- What processes and techniques are employed to optimize these different types of contracts?
SORC Marketplace Presentation: Evaluation and Selection -- Techniques for Success
(MTP22A)
11:10 am - 11:25 am 26 March 2003
Andersen, Michael
This presentation will be a reinforcement of the thought leadership Gartner has provided around alternative methods and techniques to the RFP process
- Recognition that RFPs do not constitute evaluating the relationship fit.
- Techniques to include evaluation of the 8 basic needs.
- How do we translate the lessons learned from ITO to BPO
Sourcing Application Services: What, When and Why?
(35B)
1:30 pm - 2:30 pm 26 March 2003
Terdiman, Rita
Gone are the days when the only choice an enterprise needed to make with regards to applications was, "Should I build or should I buy?" Today, enterprises driven to reduce costs and improve ROI want choices in how applications and application functionality are delivered and managed. Suppliers of applications and applications services are continuously adjusting their solutions, hoping to create new opportunities for growth and to meet the value expectations of enterprises.
- What key drivers are impacting how application services are being created and delivered?
- What models of application service delivery are evolving today, and which will be relevant tomorrow?
- How can enterprises be sure that the application services they select will deliver to the enterprise's expectations?
Getting IT Right: Managing Customer-Centric Service Delivery
(37D)
4:00 pm - 5:00 pm 26 March 2003
Mack, Bob
Transforming a traditionally structured IS organization into an internal services company (ISCo) requires an in-depth adaptation of the IS management model. Fixing processes, getting them organized by service and managing all this to stay in business are all challenges this presentation will address.
SORC Marketplace Presentation: Measurement Trends in Outsourcing
(MTP36B)
5:00 pm - 5:15 pm 26 March 2003
Ackerman, David
With benchmarking clauses being implemented, prices are being impacted as more outsourced engagements are measured. Get current feedback on the trends in pricing and what is impacting the pricing of engagements.
Service levels in current engagements are changing. What are the trends in the level of service in outsourcing engagements? Understand the dynamics of service levels tracked by Gartner with the Gartner SL100 service level database of contracted service levels.
Going Offshore to Globally Source IT Services: What Does the Future Hold?
(38A)
5:30 pm - 6:30 pm 26 March 2003
Terdiman, Rita
Enterprises that evaluate global options for resources and IT service offerings struggle with understanding the business benefits, savings and risks of “going offshore.” We discuss current trends and future options for global buyers of IT services. We also debunk the myths and answer the questions surrounding this evaluation and selection process as well the efficacy with regard to delivery and execution.
- What are the recent trends in offshore, and how will current events impact the market?
- What are global options for buyers (apps, BPO, ITO, etc.), and how will they emerge?
- What are the myths and realities with regard to evaluating global options (including benefits, savings and risks)?
Managing Outsourcing -- Command and Control
(41I)
8:00 am - 9:00 am 27 March 2003
Ambrose, Chris
As services are increasingly delivered through an intricate Web of internal and external resources, the management of projects and operations is increasingly complex. This session will examine the new paradigm for managing in the multisourced environment.
- How should enterprises organize their resources for managing in the multisourced environment?
- What are the processes that foster seamless service delivery in the multisourced environment?
- What are the functional responsibilities of the IS organization in managing the multisourced environment?
- What emerging best practices encourage good team play among multiple sources?
Infrastructure Outsourcing Issues and Options
(45I)
1:30 pm - 2:30 pm 27 March 2003
Stone, Lisa
This session focuses on the critical decisions that many IT shops are facing regarding outsourcing an enterprise’s IT infrastructure services. Many IT shops are unsure if using external resources is the right decision for their business while, for others, it is a critical necessity. In this session, Gartner will describe the current market and players and present the tactical approaches needed to make the right decisions to select and manage an infrastructure services provider.
- What is the current trends and sourcing models for understanding IT infrastructure outsourcing?
- What is the best practice for evaluating and determining if any functions should be considered?
- How can organizations effectively manage their service providers to continue to achieve the business goals of the enterprise?
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