Escm-cl V1.1 Single Practice Cmp02.pdf

eSCM-CL Practice Page

eSCM-CL v1.1

About the eSCM-CL The eSourcing Capability Model for Client Organizations (eSCM.CL) is a “best practices” capability model with two purposes: (1) to give client organizations guidance that will help them improve their capability across the sourcing life-cycle, and (2) to provide client organizations with an objective means of evaluating their sourcing capability.

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Service Continuity Capability Area

Sourcing Completion

Life-cycle Phase

Completion

Capability Level

Level 3

Practice Type

Procedure

Its 95 Practices are arranged along three dimensions: Sourcing Life-cycle, Capability Areas, and Capability Levels. The Sourcing Life-cycle includes Analysis, Initiation, Delivery, and Completion, each of which represents an individual phase of the Life-cycle, plus Ongoing, which spans the entire Life-cycle. Capability Areas are groupings of Practices with similar content and focus. Capability Levels represent a path of improvement for client organizations. For more information about this Practice or the Model, please consult the eSCM-CL v1.1: Practice Details.

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©2006-2007 by Carnegie Mellon University. All rights reserved.

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Part 2

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Service Continuity Establish and implement procedures to ensure the continuity of service during Completion.

Sourcing Completion Completion Level 3 Procedure

Ensure service continuity as service is transferred to the client or to another service provider in order to improve client satisfaction. Facilitating and monitoring the transfer of service helps ensure that the client’s business is not disrupted. Different approaches can be taken to maintain continuous service, such as providing a parallel service, a staged transfer of service, or a straight transfer of service. The approach taken will depend on the associated risks. In some cases, continuity of service may not be critical, or necessary. Whether continuity needs to maintained, and if so, what approach will be used, should be negotiated with the service provider; the agreed-upon approach may be outlined in the agreement. For instance, if service delivery is vital to the client’s survival, then an approach providing parallel service or a staged transfer is most appropriate. This Practice is related to thr06, “Business continuity.”

Activities a. Provide support for creating and maintaining the procedures for ensuring the continuity of service during Completion. b. Document and implement the procedures required for ensuring the continuity of service during Completion. Documentation and implementation include the following Activities: 1. Assess readiness of the client organization, or designee, as appropriate, to provide the service. Y

This readiness assessment should focus on the client organization’s ability to manage the ongoing service, as well as the capability of its organization or that f it’s designee to provide the service. The client’s designee could be another service provider selected to provide the service following completion of this engagement.

2. Review the organization’s plans for business continuity. Y

The organization should already have in place business continuity plans.

3. Create a plan for maintaining continuity of service during Completion. Y

This may be one or more plans for maintaining continuity of service. The service continuity plans should include the approach taken to maintain continuous service—e.g., parallel service or staged transfer. Preparing plan and maintaining continuity of service is service provider’s responsibility, if it has been incorporated into the agreement; and the client organization reviews and approves the plan, and tracks the status and progress. If service provider is not contractually obligated to prepare the plan, the client organizations may prepare the plan jointly with the service provider; if both the parties agree, based on some conditions.

a) Identify the role of third parties and partners in maintaining continuity of service. Y

Third parties may include sub-contractors or other parties necessary to support ongoing service delivery.

b) Create a schedule for maintaining continuity of service. c) Identify and provide any training needed for personnel taking over the service. Y

Refer to tfr04, “Personnel transferred out” for practices relating to preparing people for transitioning of the service.

The eSourcing Capability Model for Client Organizations (eSCM-CL) v1.1

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d) Test the release of service. Y

The release test should verify that the client organization or its designee is fully prepared to begin delivery. Personnel responsible for the service delivery should participate in the release test and have an opportunity to voice concerns. Release testing includes creating business scenarios (e.g., service requests, problem events, and escalations) and testing the service delivery within these scenarios.

e) Address any issues uncovered in the release testing. f) Create contingency plans in the event of failure of service. Y

A contingency plan would be used if it becomes necessary to find an alternative for the delivery of some or all of the sourced services within a relatively short time frame. In this scenario, retrieving the services and using staff to provide them is not likely to be a viable option due to lack of time. The contingency plan therefore needs to focus on the activities required to replace the current service provider with another provider. As part of the contingency plan, the organization should ensure that it regularly receives up-todate lists of technology or infrastructure assets, and up-to-date systems documentation.

g) Obtain review and approval of the service continuity plan by the relevant stakeholders. 4. Track status and progress against the plan for maintaining continuity of service. a) Determine actions to take when progress deviates from the plan. b) Take actions and track them to closure. 5. Provide client approval on the transfer of service. Y

Typically the approval criteria are specified in the agreement. If they are not, they should be documented and agreed-upon in either the service continuity plan, or the service completion or transition plan.

6. Conduct post-implementation reviews of the transfer of service and identify potential improvements or open issues. a) Determine actions to take regarding open issues. b) Take actions and track them to closure. 7. Document lessons learned during Completion. Y

Refer to knw04, “Lessons learned,” regarding capture and use of these lessons.

c. Support the implementation of ensuring the continuity of service during Completion.

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eSCM-CL v1.1

Implementing Practices Using Required Activities Major Activities a and c in every Practice cover the tasks that need to be implemented to ensure that the organization can perform a Practice in a repeatable and consistent way. All Required Activities in Major Activities a and c are applied regardless of whether a Practice is a policy, procedure, guideline, program, plan, or other Practice. Each of the a and c Required Activities is directly linked to one or more Practices, called Support Practices which support the institutionalization of every eSCM-CL Practice. Each of the eight Required Activities in Major Activities a and c, and their relationships with the Support Practices, are shown in the table below. For more information, please consult the eSCM-CL v1.1: Practice Details. CA PA B I LIT Y LEV E L 2

CA PAB I LIT Y LEV E L 3

1. Provide sponsorship and resources for creating the work products and tasks.

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2. Involve relevant stakeholders in creating, improving, reviewing, and approving the work products and tasks as appropriate.

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3. Maintain and improve the work products and tasks as appropriate.

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1. Communicate the availability and location of the work products and tasks to relevant stakeholders.

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2. Provide resources to effectively perform the work.

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3. Assign qualified personnel the responsibility, authority, and accountability to perform the work.

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4. Communicate planned actions and their outcomes to relevant stakeholders.

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5. Verify that the work is consistently and effectively performed according to the work products and tasks.

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a. Provide support for creating and maintaining the work products and tasks for x.

b. Document and implement the work products and tasks required for x. c. Support the implementation of x.

Carnegie Mellon University’s ITSqc is a multidisciplinary group of researchers, practitioners, and organizations that addresses the needs of IT-enabled service providers and their clients. To that end, the ITSqc develops quality models and qualification methods for organizations involved in eSourcing. The eSCMs are sets of complimentary best practices that are fast becoming the standard for sourcing relationships on both sides of the service relationship: service providers and clients. Organizations may be certified at one of five levels based on their use of, and adherence to, the best practices in these Models.

Internal use: Permission to reproduce this document and to prepare derivative works from this document for internal use is granted, provided the copyright and “No Warranty” statements are included with all reproductions and derivative works.

Information Technology Services Qualification Center (ITSqc) Carnegie Mellon University, 5000 Forbes Avenue, Pittsburgh, PA 15213-3891 Additional copies are available at the ITSqc website at http://itsqc.cmu.edu

No Warranty This Carnegie Mellon University material is furnished on an “as-is” basis. Carnegie Mellon University makes no warranties of any kind, either expressed or implied, as to any matter including, but not limited to, warranty of fitness for purpose or merchantability, exclusivity, or results obtained from use of the material. Carnegie Mellon University does not make any warranty of any kind with respect to freedom from patent, trademark, or copyright infringement.

Excerpted from Technical Report No. CMU-ITSQC-06-003 Hefley, W.E. and Loesche, E.A. The eSourcing Capability Model for Client Organizations (eSCM-CL) v1.1: Practice Details Published September 27, 2006, in Pittsburgh, Pennsylvania, USA.

©2006-2007 by Carnegie Mellon University. All rights reserved.

External use: Except as permitted by Consortium agreements, requests for permission to reproduce this document or prepare derivative works of this document for external and commercial use should be addressed to the ITSqc Director.