Outsourcing is a service,
- defined as the result of a set of integrated elementary services,
- to entrust all or part of its information system (IS) to an IT service provider,
- under a 3 to 5 year contract, based on units of work,
- with SLAs and a defined duration.
In other words, facilities management is the outsourcing of all or part of the management and operation of a company's information system to a third-party IT service provider, or ESN (Entreprise de Services Numériques).
Companies generally turn to outsourcing to manage the employability of their staff and the technological coverage required to keep their IS running.
The choice of outsourcing depends on the company's level of maturity. There are several types of outsourcing, ranging from an in-house team, which is generally not highly industrialised, to highly industrialised external teams:
- Technical support provided by in-house teams,
- On-site facilities management. Service provided by an ESN on the company's site, with a commitment to resources.
- Service centre outsourcing. Outsourcing the service to the supplier. Provision of a dedicated 100% team.
SLAs (Service Level Agreements) are used to measure outsourcing performance. These are the contractual commitments that the outsourcer makes to the company regarding the way in which it will deliver and ensure the service.
The most standard SLAs are : telephony (on three axes: the rate of answering, the rate of resolution on first contact and the rate of abandonment), incidents, requests, quality, problem management and application availability.
To deploy outsourcing, you need to rely on basic tools. In particular, to enable :
- manage process traceability,
- understand the evolution of a system
- to measure its direction,
- share an overview between the company and its service provider,
- and monitor what is happening on the IS in real time.
In conclusion, the aim of outsourcing is to :
- Ensuring the operational readiness of IT environments entrusted by companies to their service provider
- Guarantee the availability of the applications and/or infrastructure concerned
- Ensuring transparency and visibility for service customers
- Supporting customer transformation
When a company entrusts its information system to an ESN, the latter undertakes to provide the contractually defined service.
To find out more or watch the first episode of the saga " outsourcing for dummies "Xavier Deweer - DG Cloud Temple, RDV on YouTube !