© 2018

Align Client and Provider Perspectives

Best Practices in IT Outsourcing


Table of contents

  1. Front Matter
    Pages i-xx
  2. Lionel Haas
    Pages 1-3
  3. Lionel Haas
    Pages 5-67
  4. Lionel Haas
    Pages 69-122
  5. Lionel Haas
    Pages 123-173
  6. Lionel Haas
    Pages 175-198
  7. Back Matter
    Pages 199-202

About this book


This book develops a common understanding between the client and the provider in each of the four stages of strategic outsourcing. These stages range from discovery, where the parties envision their future collaboration; planning, where they lay the ground work for the contract and the project; building, where they effectively carry out the work; and lastly to running, where they orchestrate the relationship on a daily basis to ensure that the new, enlarged company achieves the results sought. In a simple yet direct style, it highlights the dos and don’ts the parties should bear in mind at each stage of the process and combines both the client’s and the provider’s perspectives by comparing their respective involvement at each stage of the process and considering, equally, their obligations in establishing a balanced relationship.

The book is primarily intended for those in the private sector with experience of dealing with complex outsourcing situations and who are looking for the small or bigger differentiators that will support their decisions and actions. The target audiences include, on the client side: CCOs, CIOs, lawyers, procurement managers, outsourcing consultants and IT Service managers and, on the provider side: account managers, bid managers, outsourcing project managers, operation managers and service managers. However, it is also useful for anybody involved in outsourcing who is seeking to develop a global understanding of the main processes and roles upstream and downstream in the chain.


Software Functional Properties Software Creation and Management Software Measurement Software Development Software Engineering

Authors and affiliations

  1. 1.BernSwitzerland

About the authors

Lionel Haas is an outsourcing specialist with 25 years of experience acquired with top tier clients and IT provider organisations in key positions of the outsourcing value chain: consulting, offering, contracting, project, operations and service management. He is currently employed by Swisscom, shaping multi-million deals that span the whole stack of services from the lowest IT and application operation layers to industry-specific application management and business process outsourcings, with a special focus on banking and healthcare. Lionel Haas holds a BSc in Computer Science from the Conservatoire National des Arts et Métiers and an MBA from the University of Phoenix.

Bibliographic information

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