Service Management & Governance Advisory Services Best Practices

“What are the best practices associated with managing an outsourcing relationship, and how is it different than internal service delivery? What management and governance nuances exist for offshore service delivery and/or a shared services organization? How do I integrate the management of various delivery models to achieve cost savings and end-to-end results?”

If you have questions like the ones above, you are not alone. Many organizations either have or are evaluating a “hybrid” service delivery model ― partially internal service-optimized, partially outsourced, and some use of global (offshore) resources (either internally or externally). Each of these models requires different management skills and techniques but must be integrated for end-to-end service delivery.

TPI provides assistance with education, design, implementation, assessments, benchmarks and ongoing management of service management and governance activities.

TPI’s assistance during transition of services and implementation of our contract governance assured that Motorola received the value offered by the service provider.

― Mike Manley, GIS Corporate VP, Motorola, Inc.

Following is additional information on TPI’s service management and governance offerings. We can help you achieve the value you anticipate from the beginning and throughout your service delivery of business support functions:

Education Services

We help you understand the fundamentals and offer advanced training for experienced sourcing professionals.

  • Service Management & Governance Orientation (half day)
  • Advanced Topics
    • Four Management Disciplines
    • Global (Offshore) Service Delivery
    • Multi-Provider Management
    • Change Leadership
  • Implementation Training
  • Stakeholder Education
  • Joint Client and Service Provider Training
  • Mentoring

Design Services

We assist you in developing expertly conceived operating models, touch points and processes. Design work includes:

  • Charter
  • Processes
  • Relationships
  • Organization
  • People, Skills, Tools
  • Governance
  • Funding

Implementation Services

We prepare you for the upcoming transition and changes. Implementation workstreams include:

  • Start-up and Planning
  • Stakeholder Management (including Communications and Change Management)
  • Human Resources
  • Third-Party Contracts and Contractors
  • Finance and Assets
  • Technology and Business Process
  • Facilities
  • Security

Operational Support, Assessments and Benchmarks

We assist you in understanding how you could be better.

  • Operational Support
    • Staffing Solutions
    • Retainer Solutions
    • Managed Solutions
    • Alignment Improvement Program
  • Assessments
    • Service Management and Governance Benchmark
    • Operating Model Effectiveness
    • People/Skills Assessment
    • Client/Service Provider Relations

For more information, contact:

sm_g@tpi.net