How to set up a legacy wrapping service
- Mark Skilton
- Nov 19, 2004
- 2 min read
Cost of ownership
Multi-services platform
Reusability
Increased service velocity
time to market
Transforming customer experience
Dependency of modularity
Confirmation of Resources roles and responsibilities for integration
Resources – technical availability
Decouple network from customer/employee migration
Leverage estate assets – meta content and experience
Managing programme of change
In a business environment constantly changing
..with many business initiatives
Customer imperatives
Need to accelerate move from old technology
Need to reduce operating costs of legacy
Need to profile costs
Need to increase adoption of new services
Platforms – Identification of the current and future platforms
Current Platform
Migration – interim platform
Future Platform
Identification of roadmap pathways
Establish performance management
Identify current performance
Identify future target performance
Establish performance specifications
Establish cardinal point specifications
360 Feedback mechanisms
Establish collaborative organisation
Roles & responsibilities
Incentive mechanisms
Strategic versus tactical methods
Service contracts – SLAs
Define what are the contractual commitments
Define what is required
Define gap between contractual commitments and requirements
Transition management
Establish a mechanism for modifying current business and programmes to onboard new architecture
Define key delivery needs – priorities
Migration- technical patterns
Orchestration versus replication versus access
Current thoughts on problem issues with outsourcing
Divergent expectations within the partnership
Identify what these are and mitigate
Unsustainable levels of innovation over time
Identify appropriate technology investment and delivery models
Inappropriate application of an outsourcing model borrowed from another business function
E.g. procurement of resources as a commodity with no overarching performance targets and contract
Current thoughts on making outsourcing work
Make sure the chosen provider has sufficient knowledge of organisation on the ground
Discovery and content knowledge/skills
Manage staff motivation
Commoditising the services can demotivate
Use appropriate delivery models / work design
Set up feedback loop from front line service users
Monitor what is actually going on and not just what is heard or think is going on
Record ALL costs of the service including overheads and sundry expenses. These can eat into the bottom line profit of the deal.
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