OMNITRACKER & escm-sp. White Paper

Transcription

1 OMNITRACKER & escm-sp White Paper OMNITRACKER - A Perfect Support Tool to Support escm Edition: Date:

2 Content 1 ABSTRACT 3 2 PURPOSE OF ESCM - THE SERVICE QUALITY MODEL FOR ESOURCING 3 3 ESCM AT A GLANCE 4 4 OMNITRACKER AS A BPM PLATFORM 7 5 HOW OMNITRACKER MATCHES ESCM PRACTICES 9 6 REFERENCES 12 OMNITRACKER & escm-sp Page 2 of 12

3 1 Abstract IT-enabled sourcing, or esourcing, uses information technology as a key component of service delivery, or as an enabler for delivering services. Often provided remotely, esourcing services range from routine and non-critical tasks that are resource-intensive and operational in nature to strategic processes that directly impact revenues. The esourcing Capability Model for Service Providers (escm-sp) is a framework developed by ITSqc at Carnegie Mellon University. This Document provides a brief overview on escm-sp and how a the OMNITRACKER Business Process Management platform facilitates a service provider to efficiently deliver escmcompliant services. 2 Purpose of escm - The Service Quality Model for esourcing The escm-sp is a best practices capability model with three purposes: (1) to give service providers guidance that will help them to improve their capabilities across the sourcing life-cycle, (2) to provide clients with an objective means of evaluating the capability of service providers, and, (3) to offer service providers a standard to use when differentiating themselves from competitors. The esourcing Capability Model for Service Providers (escm-sp) helps sourcing organizations manage and reduce their risks and improve their capabilities across the entire sourcing life-cycle. escm Scope OMNITRACKER & escm-sp Page 3 of 12

4 Service providers use escm-sp and its accompanying Capability Determination methods to evaluate their esourcing capabilities, and to become escm-sp certified. This status provides an advantage over their competitors. escm-sp has been designed to complement existing quality models, e.g., Software CMM, People CMM, CMMI, ISO 9001, BS and ITIL, COBIT, and COPC, so that service providers can capitalize on their previous improvement efforts. 3 escm At a Glance The Model's Practices can be thought of as the best practices associated with successful sourcing relationships. It addresses the critical issues related to esourcing for both, outsourced and in-sourced (shared services) agreements. Each of the Model's 84 Practices is distributed along three dimensions Sourcing Life-cycle, Capability Area, and Capability Level. Although most quality models focus only on delivery capabilities, in esourcing there are also critical issues associated with initiation and completion of an engagement, as well as the overall capabilities of the service provider. For this reason, the first dimension of the escm-sp Practices highlight where in the Sourcing Life-cycle each Practice is most relevant. The Sourcing Life-cycle is divided into Initiation, Ongoing, Delivery, and Completion. Ongoing Practices span the entire Sourcing Life-cycle, while Initiation, Delivery, and Completion occur in specific phases of that Life-cycle. escm Sourcing Life-cycle OMNITRACKER & escm-sp Page 4 of 12

5 Capability Areas provide logical groupings of Practices to help users better remember and intellectually manage the content of the Model. Service providers can then build or demonstrate capabilities in a particular critical-sourcing function. The ten Capability Areas are: 1. Knowledge Management, 2. People Management, 3. Performance Management, 4. Relationship Management, 5. Technology Management, 6. Threat Management, 7. Service Transfer, 8. Contracting, 9. Service Design & Deployment, and 10. Service Delivery. The five escm-sp Capability Levels indicate the level of an organization's capability. Capability Levels describe an improvement path that clients should expect service providers to travel. This path starts from a desire to provide esourcing services, and continues to the highest level, demonstrating an ability to sustain excellence: Capability Level 1: Providing services Capability Level 2: Consistently meeting requirements Capability Level 3: Managing organizational performance Capability Level 4: Proactively enhancing value Capability Level 5: Sustaining excellence, i.e., proven sustained excellenceover a period of at least two years. esourcing is delivered through a series of interdependent functions that enables service providers to effectively deliver service. The second dimension of the escm-sp, Capability Areas, provides logical groupings of Practices to help users better remember and intellectually manage the content of the model. These groupings allow service providers to build or demonstrate capabilities in each critical sourcing function, addressing all of the critical sourcing issues discussed above. All of the Ongoing Practices are contained within Capability Areas 1 to 6 of the above listing. OMNITRACKER & escm-sp Page 5 of 12

6 escm Capability Areas related to the escm Life-cycle While developing escm-sp, 23 issues were identified as being critical for successful esourcing. These critical issues have been classified into six themes: Good relationships between the service provider and the client, the end users, suppliers, and all stakeholders, Selecting, hiring, and retaining a motivated workforce, Well defined and delivered services that satisfy commitments and meet client needs, Managing common business threats, such as security issues, risk management, disaster recovery, and statutory and regulatory requirements, Providing world-class services that are always improving, and Managing service transitions well at both engagement initiation and completion The next figure provides a combined view of all 3 dimensions for the most significant capability levels 2 4. OMNITRACKER & escm-sp Page 6 of 12

7 3D escm Model 4 OMNITRACKER As A Business Process Management Platform OMNITRACKER is a state-of-the-art workflow-, ticketing and service management system. It is built on a software platform equipped with the latest tracking technology. OMNITRACKER is a layered solution, consisting of Core System, Core Components, Templates (which are applications representing processes) and Clients (client interfaces). Process Templates are highly configurable. The Core System and the Core Components provide the basic building blocks for this configuration work. A broad range of external systems can be integrated with OMNITRACKER through the standardized interfaces included in the Core System. Offline as well as online use of external systems is possible with OMNITRACKER. OMNITRACKER & escm-sp Page 7 of 12

8 OMNITRACKER Architecture OMNINET offers a wide spectrum of out-of-the-box solutions in the form of different ready-touse Templates. OMNITRACKER Templates can be customized to meet all specific requirements. These customizations can even be done by customers administrators. For customers with specific requirements and processes, entirely new custom-made templates can be created. Constant change and optimization of a company s operations can quickly and easily be modelled in OMNITRACKER to keep the tool aligned with the processes. OMNITRACKER processes are certified to comply with international standards and meet criteria of various standardization bodies. Certifications that OMNITRACKER process implementations have earned include: PinkVerify 3.1 OGC (Office for Government Commerce) SERVIEW IT Expert HOOD Corporation Process implementations follow the rules of significant methods, e.g., PRINCE 2, PMBoK or CMM, thus perfectly matching escm s approach of compliance with international standards. OMNITRACKER & escm-sp Page 8 of 12

9 5 How OMNITRACKER Matches escm Practices In practice, escm Capability Areas need tools to manage the different aspects. The table below provides a high-level view of how OMNITRACKER modules support escm requirements. escm Capability Areas Matching OMNITRACKER Module 1. Knowledge Management OMNITRACKER Knowledge Management 2. People Management OMNITRACKER Skill Management, OMNITRACKER Request Fulfilment for HR service requests 3. Performance Management KPI monitoring by pre-defined or tailored reports, Dashboard Client, KPI Cockpit Controls, complaint tracking based on OMNITRACKER Incident Management 4. Relationship Management OMNITRACKER Customer Care Centre, OMNITRACKER Service Level Management, OMNITRACKER Survey Management 5. Technology Management ITILv3-compliant OMNITRACKER IT Service Management Centre 6. Threat Management OMNITRACKER Risk Management 7. Contracting OMNITRACKER Contact Management Centre 8. Service Design & Deployment OMNITRACKER Service Level Management 9. Service Delivery ITILv3-compliant OMNITRACKER IT Service Management Centre, OMNITRACKER Project Management Center 10. Service Transfer OMNITRACKER Activity Management OMNITRACKER & escm-sp Page 9 of 12

10 OMNITRACKER is a unique tool that perfectly supports all escm Capability Areas because it is Microsoft -based and operates with standard data bases, e.g., SQL, Oracle, DB2, provides process template solutions that are ready-to-use out-of-the-box, but can also easily be customized. Customization can be done without any programming knowledge using the configuration tools provided with every OMNITRACKER system (applies to workflow, forms, actions, ), integrates all processes listed above into one single data base. All users access the system using the same unique User Interface (Windows or Web Client), allows any of the processes to be integrated with any other (internal interworking), provides comprehensive standardized interfaces for bi-directional real-time communication with 3 rd party systems (external interworking), is a future-proof investment with a transparent cost structure (licences, installation, customizing, maintenance, upgrade, training), provides cost control and assures fast ROI (Return On Investment) due to competitively-priced packages which can be expanded gradually, due to flexible licensing options using a concurrent user model or rental options and due to the configuration options available to the customer s administrator, contractually guarantees release compatibility of process templates: all existing template configurations will automatically be converted to a new release of core system, reduces TCO (Total Costs of Ownership) using OMNITRACKER application support offered by OMNINET. In conclusion, OMNITRACKER is an ideal tool to fully support escm up to Level 4 capability. Using OMNITRACKER, a service provider can be sure to comply with all escm-sp aspects and deliver services with sustainable performance. OMNITRACKER & escm-sp Page 10 of 12

11 escm Focus by Capability Level OMNITRACKER & escm-sp Page 11 of 12

12 6 References Hyder, E., Heston, K., Paulk, M. (2006): The escm-sp v2.01: Model Overview Pittsburgh, PA. Carnegie Mellon University, TR# CMU-ITSQC Hyder, E., Heston, K., Paulk, M. (2006): The escm-sp v2.01: Model Overview Pittsburgh, PA. Carnegie Mellon University, TR# CMU-ITSQC The company Our first aim is to satisfy our customers with high-quality products and first-class service. To achieve this, we consistently fulfill the wishes and requirements of our customers regarding product content, quality and schedule. Our commitment to a customer does not end with the signing of the contract; rather, that is when it begins. OMNINET Software Solutions OMNINET GmbH D Eckental sales@omninet.de Web: OMNINET Austria GmbH A-1010 Wien sales@omninet.at Web: OMNINET Technologies NV/SA B-3018 Leuven sales@omninet.be Web: OMNINET Nederland NL-2517 JK Den Haag sales@omninet.nl Web: OMNINET Russia RUS-Moscow sales@omninet.ru Web: OMNINET GmbH (Schweiz) CH-3072 Ostermundigen sales@omninet.ch Web: All hardware and software names used are trademarks or registered brands of the respective manufacturer. OMNINET GmbH Subject to change without notice Document replaces all previous descriptions OMNITRACKER & escm-sp Page 12 of 12