Service Delivery Strategies

Story Highlights

• In-sourcing
• Out-sourcing
• Co-Sourcing
• Knowledge Process Outsourcing
• Application Outsourcing
• Business Process Outsourcing
• Partnership/Multi-sourcing

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Service Delivery Strategies

This article focuses on the various service delivery strategies important from the organization perspective. These strategies are part of ITIL V3 version. Various types of strategies are listed below:

In-sourcing: All the parts of this strategy are internal. This defines how one in source / engage other organization department for providing  the required services. For example, IT department provides services related to IT etc. Only difference is that one treat this department as outsourced vendor and have defined service level agreements between them.

Out-sourcing: All or some parts of this strategy are external. External resources for specific and defined areas (e.g. Contract cleaners). This defines how other organization / vendor provides required services to their customers. For example, IT Outsourcing organization will provide related to IT etc. These organizations will be external and have specific penalties and SLAs associated with the contract.

Co-Sourcing: This is  mixture of internal and External sourcing as explained above. It will have internal or external resources to provide the services.

Knowledge Process Outsourcing: Domain-based business expertise. Outsourcing of particular processes, with additional expertise from service provider. Such outsourcing is required sometimes when the organizations does not have expertise in one or more area.

Application Outsourcing: External hosting on shared computers – applications on demand (e.g. Survey Monkey, Meet-o-matic). This is required when internal organization does not have expertise in particular application. Best example would be HRMS systems or ERP systems for which one need external consultants to manage it.

Business Process Outsourcing: Outsourcing of specific processes e.g. HR, Library Circulation, Payroll

Partnership/Multi-sourcing: Sharing service provision over the life cycle with two or more organisations (e.g. Shared IT Corpus/Oriel)

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