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What are the most important KPI's you set when you outsource IT support besides availability, response time and recovery time?

IT is the most active field where outsourcing has an important role. As the companies tend to focus on core business, IT support tends to be more and more an outsourced activity. From1st level maintenance to IT hardware, the companies are looking for partners that can provide a wide type of IT products and services that supports the core business.

 

The Procurement challenge is to contract and source the best partners for these IT outsourced services. There are various ways to cover the risks, but I challenged you to share the best KPI's you are using for IT outsourcing. 

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تم إضافة السؤال من قبل Bogdan Chiriac , Senior Category Manager Global Procurement , Deutsche Bank
تاريخ النشر: 2017/01/11
Essam Refat
من قبل Essam Refat , Business Analysis Software Engineer , Diyar United Co.

In my opinion, I see the outsourcing IT companies don't use their own resources probably, they hire resources for only available projects, and before projects renewals, they easily fired those resources without any hint, even they might use them again for farther projects, the only budget is a major concern. so I see the IT companies are losing many resources this noticeable during covid-19 the no available talent resources in the market 

the solution is 

even they are an outsourcing company they should develop their team to play more than one role and pay more time and money for, in return for the resource will do much better and keep loyalty to IT company, not the client.

   

Basavaraj Kittur
من قبل Basavaraj Kittur , Head of Projects , Promag Realtors and Developers (P) Ltd

Deadlines, Quality and budget control

Omar ARJA
من قبل Omar ARJA , Manager , Saidon star for Printing

Everyone has their own resources, but reliable sources must be used to reach what the fluid person is asking for . also important KPIs include not excedding a specified cost for a repetitive design .

Nadeen Alawami
من قبل Nadeen Alawami , Mechanical Engineer , united engineering contracting co.

Important KPIs include not excedding a specified cost for a repetitive design 

mohammad odat
من قبل mohammad odat , FACILITIES MANAGER , Structural Qatar (Souq Waqif

Everyone has their own resources, but reliable sources must be used to reach what the fluid person is asking for

Muhammad Amjad Mehmood Amjad
من قبل Muhammad Amjad Mehmood Amjad , Personal Assistant to Director , The Islamia University of Bahawalpur

by setting KPIs the company enables the team to make smart business decisions about the direction of all current projects

Hussain  Alshagrawi
من قبل Hussain Alshagrawi , Freelancer Consultant , Freelancer

Thank you Bogdan for the invitation,but I prefer to forward this question to an IT Specialist.

I can be more valuable to answer questions regarding ERP solutions.

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